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February 5, 2021 
5 min read
Over the coming months, iCIMS will be highlighting our 2020 Innovator Award winners to give you more insight into our winners’ thoughts on innovation in talent acquisition, upcoming trends, and best practices.
In this edition we speak to Kelsey White, Director of Talent Acquisition and compensation at HEI Hotels. We asked her about her talent experience, along with how the hospitality industry is weathering today’s hiring challenges. You can read our Q&A with Kelsey below.
White: I think there are a lot of people who don’t know how they got into HR. I took a college course that piqued my interest. From there I started out as an HR generalist. I moved into the talent space covering a maternity leave, and I ended up staying on that team. We have had a lot of shifts in the way our organization handles talent, so our team tends to fluctuate.
For example, my role is not just about recruitment. It’s a lot about succession planning, decreasing turnover, and making sure we have the right people in the right job. I’ve always enjoyed that focus and I am fortunate to work for a company with a CEO and EVP of HR who agree and value that.
White: Your C-suite are businesspeople. They know and understand your organization. They speak and talk in numbers. So if you’re able to come to the table with a clear picture of the impact an initiative will have, they can’t argue that, right? If you can leverage the metrics you have – and that’s why we focus so much on leveraging the data inside of iCIMS – it is a more compelling approach. It takes time to cultivate that data, but being consistent with that information is important.
Also, utilizing the data you get from your HRIS system is key too. You want to show the entire talent lifecycle – from source reporting to retention issues – and analysis around those data points. You want to be able to tell a full story.
White: I work in a people industry, so the numbers are important to make people decisions. We can’t forget about why we are here – our associates, our guests – but we can make better decisions when it comes to retention, attrition, and tackling challenges based on the data that I have.
If you’re trying to make a business case for anything – you want to add in a new partner or change a process – the person you’re asking is going to ask why. You can’t just say “I like this applicant tracking software and it looks cool in the demo.” That won’t get you money to invest in acquiring new technology. You have to be able to show what ROI you expect, what impact your decision will have, and data helps that conversation tremendously.
White: For sure the candidate experience. It’s something we are going to be focusing on more in the future. With over 600 openings at any given time before this year, our priorities have been focused on other initiatives. This year, because of the pandemic, we’ve been able to put a little more of a focus on the candidate experience – so exploring things like implementing a candidate engagement survey and how we can better leverage technology to streamline the hiring process and communications along the way.
White: I think there’s a misconception that because the unemployment rate is so high there’s a plethora of candidates out there. While it’s somewhat true – we have seen an uptick in applications – a lot of people are still nervous to come into work because of the pandemic. The reality is the companies who have had to furlough or lay off employees have tried to keep their top talent as much as they can. The people that have been laid off or furloughed may not be looking in the industry anymore.
So we’ve had to shift a lot to change our hiring pitches – to include things like the cleaning process and our safety procedures.
White: For us, it’s all about finding the right people. We have to be up to speed on technology for our organization in general, but we also have to be mindful of what works for our population. We are an industry that has candidates who might be applying from low income areas, who might not have access to a desktop computer. The mobile phone they use might not have incredible internet access. So when we innovate and continue to advance our technology, we have to stay mindful of that.
We are in 2020 – so has that gotten better over the years? Of course. We have generations moving in and out of the workforce, so that plays a part in it. But we have to stay in touch with what’s available, from text recruiting software to recruiting chatbots to AI. Finding out what works for the people who you are trying to attract is key.
For more from Kelsey & the HEI Hotels team, read their full success story here.
