The Future of Hospitality Begins with Investing in Your Workforce

The pandemic was a catalyst for change in the hospitality industry. Hospitality is being reimagined, and the strongest success stories are coming from those who have embraced new norms and moved forward to provide enhanced opportunities for guests, clients, members, and associates.

Some may tire of hearing it, yet there’s no denying that our workplaces have changed. COVID-19, cashless systems, technology advances, changes in the economic landscape, unaffordable and limited housing, supply chain challenges … all of these factors have contributed to industry transformation, and there’s more to come.

We’ve seen technology companies announce plans to offer low-cost or subsidized housing to their employees: Google has a master plan to build a corporate town; Meta, formerly Facebook, is moving forward to create a planned community; Amazon is providing affordable housing near its corporate offices; and academic institutions like the University of Chicago and Asheville City Schools (North Carolina) are in partnerships to assist employees with housing costs.

The hospitality industry was hard-hit by pandemic closures, and many hoteliers, restaurateurs, and service-oriented companies are still trying to recover their losses and overcome staffing struggles. Purveyors of luxury experiences are at the forefront of reimagining hospitality, and Nemacolin — a 2,200-acre resort in southwestern Pennsylvania — is reevaluating, reconsidering, and redefining hospitality through two specific means in 2022: technological upgrades with enhancements across the resort and providing affordable associate housing for hundreds of its employees.

Dillard Westmoreland, the director of information technology at Nemacolin, says he’s seen an acceleration and evolution of payment interactions designed to minimize or remove touchpoints for the consumer. “Guests are expecting fewer and fewer interactions where something must be passed between a consumer and employee. At Nemacolin, we still provide the luxury experience of a physical menu and printed information about resort offerings, yet many guests now expect a QR code, app, or electronic version of the information.”

Westmoreland goes on to say, “Changing consumer behaviors are having a large impact on restaurant and hotel services, including point-of-sale systems. It’s becoming increasingly common for our clientele to wish to pay with an e-wallet, gift card, mobile device, credit card, or even cryptocurrency, and our systems must keep up with the ever-changing way people will be paying for services. We’re making the upgrades and planning for a future where electronic transactions smooth the way for the guest desires to be fulfilled.”

Within the last year, Nemacolin has moved away from accepting cash payments for experiences and toward easier signing options and charges to a room account or member folio. Guests are still welcome to use cash at the front desk and for tips, yet there’s no need for them to carry a wallet with payment options to enjoy zip-lining, safari tours, painting classes, clay shooting, rounds of golf, retail shopping, or wellness opportunities.

Nemacolin is also focusing on upgraded technology that assists in the day-to-day work of associates. 

One example is a new resort sound system that eliminates the need to locate control panels or undergo complex training on how to adjust volume levels or channels. Going forward, associates will be able to make changes quickly via a user-friendly tablet.

“Allowing guests and associates control over technology frees them up for more personalized experiences. Today’s technology needs to be easy to learn and use, and this is a standard evaluation and consideration we’re applying to all technology as we move forward,” remarks Westmoreland.

Other priority technology projects have included an increase in network security, an upgrade and personalization to in-room television systems, an increase in the bandwidth and internet reach across the 2,200-acre property, and customizable Wi-Fi options for guests who need more security, privacy, or enhanced features during their stay.

“Nemacolin will continue to evaluate the changing landscape of technology to incorporate access, personalization, and ease-of-use options for our guests and associates,” says Westmoreland.

From technology and systems processes to people resources and cohesive groups, Candace Hassinger, who serves the resort as director of continuous improvement and newly appointed director of associate living, is optimistic about Nemacolin’s investment in what lies ahead, especially when it comes to associate housing and quality of life opportunities for associates. She cites several factors the luxury resort has chosen to invest in its workforce.

“Construction is underway, and the first homes in the “Wisteria at Nemacolin” development may be available as early as November. In the plans are 33 two- and three-bedroom homes and cottages, a fresh-food market, and a community center that encompasses a pub, fitness center, and recreation facility. At this time, more than 200 associates live in the townhomes and single-family residences available exclusively to full-time associates of Nemacolin,” she says. “The additional homes and community enhancements are an investment in our people.”

Hassinger adds, “Nemacolin is committed to attracting the best and brightest global talent by providing employment opportunities at the forefront of luxury hospitality and state-of-the-art associate housing options. We’re creating an employee community where our associates feel welcome, have affordable and local housing, and where they can live, recreate, and buy their groceries, while having convenient access to their place of work.

“The greatest asset Nemacolin has is its people. The continued investment in our people will create a stronger and more satisfied workforce. They, in turn, are the ones who are helping to reimagine hospitality to invest in our guests and members at Nemacolin,” says Hassinger.

Tucked in the Allegheny Mountains of Pennsylvania, Nemacolin is a four-season playground offering guests and members a bespoke getaway through elevated accommodations, show-stopping dining and lounges, two Pete Dye-designed golf courses, award-winning spa and wellness escapes, Orvis-endorsed fly fishing, and countless outdoor activities, snow sports, shopping, wildlife experiences, art tours, seasonal events, and fun for all. Nemacolin also boasts a private airstrip and 35,000 square feet of space for meetings and special events, making this resort an ideal.