Talent Acquisition and Talent Management in the service industry’s heavily hourly dominated workforce is not the same as Talent Acquisition and Talent Management in traditional, white collar, office environments. Hiring and managing employees in those two worlds is like night and day. Recruiting and hiring in the service industry includes mass hiring, extremely high turnover (numbers that other industries have never experienced), and very diverse workforces- including diverse ethnicities, diverse educations, and diverse backgrounds.
Mass applications, a revolving door of open positions, a diverse workforce, and field managers facing the majority of the hiring responsibility; these are only a few of the complexities that the service industry faces on a regular basis that many other industries don’t deal with to the same extent. These challenges make it that much more important to hire right, from the start. And hiring right often begins with the interview.
Finding people to hire is a constant battle in the service industry. With the unemployment rate being lower than 5% across the country, and in some areas even lower than 3%, it is more important than ever to get your jobs seen by all applicants and to hire quickly while also engaging your workforce to tamp down turnover where you can.
One question, what is the hardest part about dealing with the retail industry’s workforce? Answer, massive amounts of turnover and finding the right hire.
If there is one common challenge that every company is facing right now, it's the fact that we are all struggling to find enough people, let alone enough talented people, to help our businesses grow. The growing economy combined with low unemployment adds up to more jobs than available workers.
For the last several years, HR professionals have been focusing on the Millennial generation. Well, I hate to say it, but Millennials are old news. Some of us Millennials are on the tail end of our 30s, have been out of school for 15+ years, and many are now in management positions.
In the late 90s I was a first-generation Millennial, high school student with a Nokia cell phone “for emergencies only”. Each month, I was allowed 20 minutes of talk time. Texting wasn’t even available on my phone. I could use my minutes for a very brief call or to play the game Snake. When texting became an option for me, it really wasn’t an option as it came with the cost of 10 cents per text. That was over 20 years ago. Long gone are the days of consumers spending 10 cents on a text as most plans now have unlimited texting or there are free texting apps that can easily be downloaded.
Today, Millennials and Gen Z-ers are more attracted to a positive employee culture than they are a higher pay rate. The concept of employer brand covers a lot of things. Starting from the experience guests have, to how you interact with your community, to breaking the QSR stigma. How are you distinguishing your employer brand to attract the types of candidates you want operating your store(s)?
We all probably go to the grocery store at least once of week. While you’re going from aisle to aisle looking for your next delicious meal, have you ever thought, who stocked these very organized shelves or who is the nice gentleman in the deli department? The world of hiring in the Grocery store space is very unique. According to Fooddrive.com “Grocery turnover is somewhere about 60% and many stores are reporting that it’s harder and harder to find people who want to work in food retail.” (https://www.fooddive.com/news/grocery--why-is-hiring-and-retention-a-challenge-for-grocery-stores/437896/). So, what creative hiring techniques should grocery store owners and operators use to attract top talent?
Maintaining organizational consistency and building a strong employer brand can be one of the toughest challenges when operating across a decentralized work environment. Subtle changes in your approach to talent management and operations can combat the tendency for a dispersed workforce to lose touch with the company culture.