6 min read•Albert Barra
The Dehumanisation of Hotel Recruitment
Albert BarraSeptember 14, 2023 · 6 min read
Digital transformation has improved efficiency across the hotel industry, but what does it mean for recruitment? Explore how automated screening, rigid filters and impersonal candidate communication can cause hospitality businesses to overlook valuable talent.
LEAD HOSPITALITY·INSIGHTS
EMPLOYEE EXPERIENCE (EX)
The Tool Is Not the Master
The automation of recruitment through algorithms and technology platforms has gained ground in recent years. Although 75% of recruiters use some form of applicant tracking software, studies show that up to 62% of qualified candidates are rejected due to algorithmic errors.Automated Discrimination Errors
One of the most critical errors is automated discrimination. Some technology tools rely on overly specific criteria, leading to the exclusion of profiles that could be valuable to the company. For example, an algorithm may automatically filter out candidates without a university degree, overlooking those with rich and relevant professional experience.The Most Common Screening Criteria That Lead to the Loss of Valuable Profiles
Not all that glitters is gold, and in recruitment, not everything that looks good on paper necessarily translates into an outstanding employee. Technology tools tend to screen candidates based on a series of predefined criteria. Below, I will outline some of the most common ones that often lead to the unjustified rejection of valuable profiles:Candidate Age
Age is one of the first filters that is often applied automatically. Some algorithms prioritise younger candidates because they are considered better suited to learning or adapting to new technologies. This form of age discrimination overlooks the experience and wisdom that older candidates can bring to an organisation.Educational Level
Algorithms also tend to screen candidates based on their educational level. While a university degree may indicate knowledge in a particular area, it is not necessarily a sign of the ability to perform a job effectively or to possess soft skills such as leadership and empathy.Experience in Similar Roles
A common mistake is to discard candidates who do not have experience in roles identical to the one being advertised. This limited view overlooks the possibility that skills and knowledge acquired in other sectors may be entirely applicable and valuable in the role in question.Geographical Location
Recruitment tools often give preference to local candidates on the assumption that they will be more available and less costly to the company. This approach dismisses the potential of candidates who are willing to relocate and could bring fresh and diverse perspectives to the team.Technical Competencies Over Soft Skills
Technical skills are easy to measure and, therefore, easy to filter. However, soft skills such as teamwork, problem-solving and communication skills are equally crucial, although more difficult to measure. These are often overshadowed in a highly automated recruitment system.Dehumanisation in the Process
The lack of human interaction during recruitment can create a cold and distant experience for candidates. In an industry such as hospitality, which is based on human relationships and service quality, this is a serious mistake. A recent study shows that 84% of candidates expect a more human and personalised recruitment process.The Cold Steel of Automated Messages
It is common for companies to send automated emails based on predefined templates during the recruitment process. Although these communications save time, they often lack the warmth and sensitivity required for such a delicate process. The cold steel of automated messages refers to the common practice of companies sending automated emails during the recruitment process. These messages are usually based on predefined templates and, while they may save time, they lack the warmth and sensitivity needed to handle a process as delicate as selecting a candidate. When a company receives hundreds or even thousands of applications for a vacancy, it is understandable that it seeks efficient ways to communicate with candidates. Automated messages enable them to send quick, standard responses, avoiding the need to draft personalised emails for each applicant. However, this practice has its drawbacks. Candidates who have invested time and effort in submitting their application may feel discouraged when they receive a generic and impersonal response. These automated messages can convey a sense of impersonality and lack of interest on the part of the company. Moreover, the lack of warmth and sensitivity in automated messages can make candidates feel neither valued nor considered. A recruitment process involves assessing applicants' skills and abilities, but it also involves establishing a human connection and conveying trust and respect towards them. It is important to remember that behind every application is a person with dreams, aspirations and expectations. Treating candidates as mere numbers or statistics can damage the company's image and reputation, as well as miss the opportunity to build a strong relationship with potential talent. To avoid the cold steel of automated messages, companies can take steps to improve communication with candidates. This includes personalising messages as far as possible, mentioning the candidate's name and providing relevant information about the recruitment process. It is also important to maintain open and responsive communication, addressing candidates' questions and concerns in a timely manner. Companies must remember that recruitment is not only about finding the right skills, but also about building human relationships and showing respect and consideration for applicants.The Effect on Brand Perception
Generic and impersonal messages can damage candidates' perception of the hotel brand. In the digital age, opinions and experiences are shared quickly. A candidate who feels that their application has been handled impersonally is more likely to share their negative experience, potentially affecting the brand's reputation.The Lack of Personalised Feedback
Feedback is an essential element in any recruitment process. An automated message cannot provide the kind of constructive feedback that could help a candidate improve in future interviews. Here, the role of the recruitment expert is irreplaceable.Recommendations for a More Balanced Approach
- Combine Technology and Human Sensitivity: Use technology to screen candidates, but always follow up with a manual review.
- Personalised Feedback: Provide personalised feedback to candidates, whether or not they have been selected.
- In-Depth Interviews: A candidate's skills and experience cannot always be summarised in a CV. In-depth interviews can offer a more complete picture.
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