Human Resource

Human Resource Trends:
People Report CEO Joni Doolin Eyes 2004 and Beyond

Dallas, Texas-based People Report, http://www.peoplereport.com (972.364.0490), the acknowledged provider of hospitality human resource metrics, benchmarks, trends and best people practices for the foodservice industry, is welcoming 10 new brands to its consortium of leading hospitality companies January 2004. Its members lead the industry in management retention, employee retention, and composite diversity.

According to PR CEO Joni Doolin: "The old adage of that which is inspected and expected improves, is also true when it comes to the people side of the P&L. The gap between companies that understand this vital equation and those who do not is widening. The pace of change is accelerating the economic and competitive pressures on all retail and service businesses, placing a premium on Best Practices."

Following the People Report 7th Annual Best Practices Conference, attended by 200+ members, I asked Joni to share her thoughts about how the industry is doing on the human side of enterprise, and what the not too distant future holds.

Which trends/developments of the last few years do you feel are having positive effects on hospitality and the image of our industry?

"The past two years the restaurant industry has steadily grown in credibility as a member of the community, and as an employer worth considering. In the aftermath of 9-11, the restaurant community stood up and was counted as a good citizen, and a needed cog in the wheels of commerce."

"Since 2001, restaurants have added 127,000 jobs while the economy has lost 2.8 million. Celebrity chefs, the Food Network, and even the controversial reality show 'The Restaurant' have placed a career in foodservice into the imagination of young people. It will be up to us to climb though the window and capitalize on this opportunity."

Which trends in HR do you find to be the most alarming?

"An alarming statistic that we presented at our conference was the fact that by 2006, there will be only one new employee entering the workplace for every two who are leaving, due to the aging baby boom population, and the smaller Generation X that follows. So the trends that keep me up at night, are the ones that either prevent companies from developing their future labor pool, or those that reflect problems with retaining our current employees."

"We are concerned that many companies ignore the opportunity to identify, utilize as interns, mentor, and ultimately hire the large numbers of HRM and culinary students, and instead over-rely on electronic media as a recruiting resource, ignoring the need for a balanced recruiting approach. While job boards have proven to be very effective for sourcing, putting all your eggs in one basket isn't sensible."

"On the retention side, I think that the high incidence of job abandonment by managers who don't show up for their next shift is the scariest statistic we track. There are opportunities here to improve a lot of things: the interview process to include realistic job previews; training and orientation; and also sensitivity to the daily stresses of second and third shift assistant managers."

Look into your crystal ball: Which trends are emerging
that promise to be important?

"We think the three hot topics for the next couple years are education, ethics and execution. The service sector workplace will become more competitive, with fewer employees available to fill more jobs."

"Investments in education must be considered the same way we evaluate capital spent on buildings and equipment: Return-on-Investment. Companies must be prepared to make training an obsession, life long learning part of the culture, and extend those two mantras to all levels of the business. Management must engage unit level employees; identifying those with high potential sooner, and helping them gain the skills to move to the next position. ESL, English as a second language, is an imperative."

"Ethics matter. Good employees are going to have more choices in the future, and will seek companies aligned not only with their career objectives, but also their personal values. They will be looking for inclusive workplaces that value diversity, integrity, and balance. Companies that 'walk their talk' on these issues, that can be trusted, will be regarded as the great places to work and thus have fewer problems staffing their businesses."

"And of course it all boils down to execution. On the people side of the P&L, the human resource department will be expected to work in new ways, attracting, recruiting and retaining the best talent available. The minimum requirements to be a top company in the next decade will be excellent compensation, flexible, appropriate and competitive benefits, and schedules that are committed to work-life balance. Great companies will outmaneuver their competition by truly recognizing, valuing and investing in their most important asset - their people."

Hospitably yours,

Peter

Bio:

JONI THOMAS DOOLIN - CEO & Founder - People Report™

Joni Thomas Doolin's business career has been heavily focused in the restaurant industry, where she has worked as a corporate manager, entrepreneur and consultant.

In 1986, Doolin founded American Service Management Resources (ASMR), a recruiting and consulting firm specializing in innovative approaches to human resource management. Renamed People Report™ in 1998, the company has continued to grow each year, earning a reputation in the restaurant industry as a firm with the highest standards of integrity and professionalism. Committed to helping clients "maintain the balance between people and profits" Doolin’s innovation and thought leadership has helped the industry bring the people side of the business into the board room.

Her vision guided the exciting and groundbreaking collaboration with human resources and operating executives of six leading chain restaurant companies in 1996, to publish the first People Report™. This innovative research report has been published each quarter since then, delivering People Report ‘members’ the tools to track, analyze and benchmark the people side of the P&L. Today the firm reports on best human resource practices to a consortium of leading restaurant companies, representing more than 8,300 units, distributed in 80+ concepts with system-wide sales of over 30 billion dollars. Key findings are analyzed by segment in the restaurant industry, categorized by sales, guest check, and, where possible, service style. People Report has been acknowledged by the National Restaurant Association and it’s Educational Foundation as an expert in workforce practices, and as a strategic information partner with CHART (the Council of Hotel and Restaurant Trainers).

The database at People Report contains the individual records of 80,000+ unit level managers and tracks the collective work practices of over 655,000 employees. Continually updated human capital metrics for the industry, are supplied through the firms broad national research. Today it’s competitive workforce data represents one in five foodservice employees in chain restaurants with more than 10 units.

Joni's extensive industry and community involvement revolve around her commitment to helping the foodservice industry truly become an employer of choice. She is a frequent speaker and panelist and contributor to trade publications. Most recently she was guest editor for Chain Leader Magazine’s Best Places to Work Issue, chair for the judging panel for the National Restaurant Association Educational Foundations’s 2004 Winning Workforce Awards, judge for the National Restaurant Association’s Restaurant Neighbor Award, contributor to Johnson & Wales University Distinguished Speaker Series, the MultiCultural Foodservice & Hospitality Alliance, and numerous other industry and corporate groups. She has received a "Pacesetter" award from the Roundtable for Women in Foodservice and was profiled as a "Trail Blazer" by F&B Business magazine. She is a past National President of the Roundtable for Women in Foodservice, a member of the Women's Foodservice Forum, the MultiCultural Foodservice & Hospitality Alliance, and serves on the National Board of Directors for Share Our Strength, the nation's leading anti-hunger organization.

Educational Background

BA Grove City College; University of Valencia, Spain: Junior Year Program; Northwestern University: Continuing Education Program; Institute for Applied Management and Law: Certificate in Employee Relations Law; Loyola University: Industrial Relations Masters Program.

Joni can be reached at 410-745-2425 or Joni@peoplereport.com