The new hr approach in our hotel sector

Hr and workforce planning in the Belgian hotel sector are evolving rapidly. Kristel Lathouwers, cluster hr manager at Radisson Blu Hotel Antwerp City Centre, saw significant changes in recent years and outlines how the landscape transformed. 

Before the pandemic, the hr focus of our national hospitality sector was on attracting and retaining qualified employees. This changed during COVID-19. Hotels had to react quickly to new regulations, implement safety protocols and respond to fluctuating demand patterns. This required closer cooperation between hr teams and operational managers. 

Kristel Lathouwers tells from her experience: "Like many other sectors, the hospitality industry was also hit hard by COVID-19. A lot of employees ended up sitting at home and refocusing. A good example is the hotel management course. Here we see a lot less intake than before corona. I don't have exact figures at my disposal, but we notice this especially in internship applications. Where we used to have to refuse people, we are now short of them. In addition, trainees are looking for more exotic workplaces. Clearly, missing a piece of their childhood has had quite an impact."

This new situation in the hotel labour market has resulted in a more diversified search for new employees. Using a lot of different recruitment channels is an example of this. This is also the case at Radisson Blu Hotel Antwerp City Centre. Kristel Lathouwers explains: "We use various channels and work with a digital platform on which we post vacancies. Candidates can respond quickly and easily by uploading their CV and motivation letter. It allows us to go through all steps of the recruitment process: from telephone screening to scheduling an application in reallife. The hotel industry is international, which means we often receive applications from all over the world. Naturally, I interview them through Teams. We also knock on the VDAB's door or call in a specialised office if we are looking for a specific profile. Keeping in touch with the immediate area always works too. That's why I occasionally post job ads on local Facebook pages."

At Radisson Blu Hotel Antwerp City Centre, the company's DNA plays an important role. Kristel Lathouwers explains: "We really bet on the family feeling. That is sometimes about very simple things and at the same time it is part of our DNA. For instance, we celebrate our jubilees every year. This year, we are honouring four employees with 20 years of service and two employees with 25 years of service. Figures that speak for themselves. I myself have been working here for 17 years and I consider my colleagues as family. I know everyone by name and also the names of their children. I know what resonates with them and they know it from me. When my father passed away in 2016, it was touching to see everyone's commitment across all departments. A warm and positive professional environment is the essence of successful collaboration. Respect for each other with the necessary dose of humour makes smooth cooperation come naturally. And that, in turn, reflects on how the guests experience their stay. In our hotel, every individual is important and necessary for the whole to function perfectly. The right mindset is what ultimately matters. We hire on attitude. It has to be positive and flexible, and that fits perfectly with Radisson Blu Hotel Antwerp City Centre's internal slogan: 'Yes I can'."