Creating an Engaged Workforce for a Profitable Industry

Combining years of experience with his interest in hospitality, Nick Kowalski ensures that the guests of Pendry receive the best service possible. Kowalski is undoubtedly making his mark in the industry by supporting and empowering his staff to build a competent workforce.

In an interview with Hospitality Business Review, Kowalski talks about creating a team of committed professionals and contributing to a larger community.

What are your roles and responsibilities at Pendry Hotels and Resorts?

As the director of operations at Pendry Hotels and Resorts, Chicago, I oversee culinary, food and beverage, and housekeeping of all rooms on the property and manage the front office. Being an executive committee member, I also assist the rest of the Pendry properties. My main focus is to ensure that our guests receive an exceptional experience at Pendry.

What are some of the current challenges that are impacting the hospitality industry?

 Like in any line of employment, there are numerous obstacles to overcome, but the largest one is always recruiting new talent. Post[1]pandemic, many professionals quit hospitality, and as a result, it takes a long time to find the right people to hire. This issue extends beyond the senior ranks and has an impact on hourly associate recruitment as well. In the hospitality industry, finding people who have an interest in hotels with the right attitude and personality is crucial. Sound decision-making skill is vital in the recruitment and retention of employees. However, the bright side is that hotels are getting a revamp, the industry as a whole is growing, and there are plenty of opportunities for people who are interested in the hospitality sector.

What are the ways in which the existing challenges in the country could be tackled?

There are many ways of overcoming challenges but taking care of the people that we have is the most important. We make sure that they are paid fairly for their services. At Pendry, we don’t work 12-hour shifts. Instead, we work 10 hours a day. On days when the workload is less, we take advantage of the situation and decrease the work hours. The leadership team mainly focuses on making staff comfortable and providing a healthy work environment. Our employees are given benefits in addition to the attractive remuneration they have, ensuring financial stability.

Our focus is not limited to the staff. We also provide support and empower the local communities. Our team is equally involved in creating a community that cares for each other.

What initiative have you taken at Pendry to contribute to a larger community?

There is a program called Hearts of Pendry, where we work on children’s education, senior citizen care, family socioeconomic assistance, healthcare, disease prevention and environmental protection and education. This program is in place to ensure that we are helping the people around us who are in need of assistance. We take care of the community around us and empower them. That’s how we function as a company. As we grow, we make sure to take our people along with us as well.

What is your piece of advice for emerging professionals in the hospitality sector?

Being patient and calibrating your expectations is essential, especially when it’s regarding the hiring and training of new associates. Without expecting them to be exceptional in a matter of days, spend time and effort on training them today, and you will reap the benefits tomorrow. It is also important to have genuine compassion and care for your staff, as it helps them do better. Understanding the industry and the dynamics of it is another aspect that needs attention. A great attitude and a genuine interest can take you far forward in the hospitality sector.