Building Careers, Not Just Jobs in the Travel Industry

Michael Wierling, Director of HR at IHG Hotels & Resorts [LON:IHG], brings over 20 years of experience in the hospitality industry. He spent a decade at Kempinski Hotels and Resorts, opening hotels across various regions and serving as a regional HR leader. After a brief stint with Hilton International, where he helped open an ultra-luxury resort in the Middle East, Michael joined IHG Hotels & Resorts. Over the past ten years, he has held HR leadership roles, initially overseeing operations in India, the Middle East, Africa and Europe. He is an HR business partner to a regional managing director, overseeing a multi-billion-dollar business with over 200 hotels under managed and franchise contracts.

This exclusive interview recognises Michael Wierling’s visionary leadership and corporate excellence in driving business success. It delves into Wierling’s invaluable insights into how innovative HR practices can attract top talent, enhance employee engagement and ultimately contribute to the organisation’s growth and success.

AT A GLANCE:

• The hospitality industry faces unique challenges, such as attracting and retaining talent, which necessitates HR strategies emphasising career growth and job stability.

• Emphasising the diverse career opportunities within hospitality, including mobility across roles and geographies, helps position the industry as a desirable long-term career choice.

• Investing in employer branding and comprehensive training programs like IHG’s ‘Room to Grow’ initiative ensures continuous talent development and engagement, ultimately contributing to business success.

Overcoming Talent Acquisition Challenges in the Hospitality Industry

As an HR leader in the hospitality industry, I have consistently faced the challenge of attracting and retaining talent in an environment often perceived as offering rigid and long working hours coupled with lower pay. This perception leads many to view hospitality roles as temporary or alternative employment. Despite these challenges, the industry offers numerous leadership opportunities across various roles, such as general management, marketing, HR, finance and operations, of which many potential employees are unaware. The travel industry is the world’s largest employer and has demonstrated resilience and strong recovery, particularly post-pandemic, indicating a positive outlook for job growth and stability.

To address these challenges, I have focused on enhancing employer branding initiatives to showcase the real career opportunities within the industry. Programs like IHG’s ‘Room to Grow’ are designed to support talent mobility and career progression, allowing employees to work across different countries and roles, transforming their view from seeing hospitality jobs as gigs to recognising them as longterm career prospects. Furthermore, HR leadership must facilitate discussions on the role of technology, ensuring it acts as an enabler rather than a threat. This comprehensive approach has been vital in attracting top talent, ensuring their retention and aligning HR efforts with the broader goals of the hospitality industry.

Strategic Talent Acquisition in the Hospitality Sector

Our approach to talent acquisition in the hospitality sector revolves around offering diverse career opportunities and geographic mobility. In this industry, which ranks among the largest global employers, we compete with various sectors, particularly amidst recent workforce shifts due to the pandemic.

Many talented individuals displaced from hospitality and other industries like retail and healthcare are seeking new roles. We emphasise career progression and job flexibility beyond traditional frontline roles to attract top talent. While remote work is limited in hospitality, we promote flexibility in sales, finance, marketing and HR to accommodate diverse career aspirations and life stages.

Salary, benefits, and competitive offerings are crucial factors, and we continually benchmark them through regular surveys to align with industry standards and retain a competitive edge. Despite challenges posed by hospitality’s service-oriented nature, our employer branding initiatives, including partnerships with hospitality education providers and the IHG University, enhance our reputation as a preferred employer. This commitment to continuous learning and career development supports our strategic goal of attracting and nurturing top talent for sustained growth and leadership within renowned brands like InterContinental and Holiday Inn.

Nurturing HR Leadership in the Hospitality Industry

For those entering or aspiring to excel in HR within hospitality, my journey underscores the value of operational experience and curiosity in shaping effective leadership. Transitioning from operations in food and beverage to an HR internship provided invaluable insights into the integral role of HR in hospitality. Understanding the business’s dynamics and aligning HR strategies with overarching business goals is essential for impactful leadership. Beyond formal HR education, practical experience across diverse industries enriches perspectives on HR’s strategic importance.

My advice to young HR professionals is threefold:

1. Explore industries where HR leadership is pivotal to business success, particularly in service-oriented sectors like hospitality.

2. Embrace roles that enhance your understanding of business operations, fostering credibility and influence within organisational leadership.

3. Recognise that a career in HR transcends traditional academic paths. Diversity in professional backgrounds strengthens HR leadership by bringing varied insights and innovative approaches to talent management and organisational development.

Cultivating empathy and adaptability are paramount in navigating the dynamic challenges of hospitality HR. Just as operational roles prepare HR leaders to understand frontline needs, diverse industry experiences foster a holistic view of HR’s role in business success. Embrace continuous learning and seek opportunities to bridge gaps between HR practices and business strategy, ensuring HR remains a catalyst for organisational excellence and employee engagement in the hospitality industry.