Cluster HR isn’t working, says People Summit Acorn panellist

Consolidating various HR functions into a central HR department can result in a lack of managerial support, according to a former Acorn Award winner.

2023 Acorn winner and director of operations at the RAF Club Katariina Reissaar shared her thoughts while taking part in a panel discussion at The Caterer’s People Summit on what the younger workforce look for in hospitality.

She added: “I don’t think I fully agree with the fact that a lot of hotels are doing this cluster HR at the moment,” before adding that, because the HR teams “have too much on their plates”, there isn’t enough support for when managers need it.

Cluster HR oversees the HR function for a group of hotels or restaurants across multiple properties. 

While Reissaar recognised the financial constraints that many hospitality operators are under, she warned of the strain of cluster HR on managers who are already juggling “a very 24/7 operation”.

"Have you even had the conversation with your managers and taught them how to do certain some of these procedures? It’s very tricky at times," she said.

Speaking of her past experiences, Reissaar added: “It was more of an expectation that I, as a manager, should then deal with certain things in the team, which were absolutely not my limits in any way, because they just had too many things to work with at the same time.”

The operations director spoke alongside Beth Bond, co-owner and general manager at the Cottage in the Wood in the Lake District, and Adam Howard, general manager at Hotel Indigo Cardiff, who all shared their views on what makes a good workplace culture, and what attracts young people into hospitality.

Bond noted there has been a significant shift towards prioritising mental health and accommodating diverse needs, such as ADHD, and the importance for managers to handle difficult conversations, while Howard said spending time with potential hires to understand their personality and fit within the team is essential.

All panellists agreed on the need for clear development opportunities to retain young talent.

Image: Reissaar (L) speaking alongside Bond and Howard at the People Summit