Courtesy: CHAT Newsroom

By Angela Kazmierczak

New support available to employers to fill gaps in customer service

Apr 26, 2023 | 5:03 PM

MEDICINE HAT, AB – Tourism is vital for the economic success and development of Alberta.

In 2019, Alberta’s tourism industry contributed $8.4 billion to its GDP and 82,000 jobs.

But following the COVID-19 pandemic, labour shortages have been standing in the way of the hospitality and tourism sector; so the provincial government is extending Being Human Services a support that local employers can utilize.

The support includes a 16-week program called Pathways to Success, and it’s intended to fill a local and province-wide gap in customer service.

“If employers are looking and trying to fill some of those roles – and are interested in hiring some of these newcomers – we’re going to be doing some job coaching and they’re going to have an opportunity to try out the candidate for one week and do work experience,” said Mavis Conrad, an employment specialist from Being Human Services.

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The program includes specifically tailored lessons of the employer’s choosing andl instruction on first aid, food safety and how to write resumes; all with an emphasis on customer service. Naturalized Canadian citizens, permanent residents, temporary foreign workers and Ukrainian refugees from the community or surrounding area are eligible for the program. But candidates must undergo an assessment and have basic fluency in English.

Chandra Lane, the general manager of Days Inn by Wyndham, says she’s witnessed these programs help firsthand.

“We have refugees from Ukraine at some of our hotels and they have been great additions to our workforce and it’s been obviously helpful to them to get out and get working,” said Lane.

As for the labour gap, Lane says it could widen during the busy summer months due to fewer people applying for work or individuals becoming disinterested after applying.

“Yes, I’ve definitely noticed from years previous that when we’re advertising for positions, we’re not getting the same amount of applications that we used to,” said Lane.

Lane believes it’s important the industry be open to programs like these, considering the struggles many hotels are facing.

Conrad says the program also gives employers valuable experience in working with newcomers.

“We will teach them about the Canadian workforce, what is that going to look like depending on their culture. Another thing that I think what’s really important is the local employers need to learn how to work with these newcomers because we’re getting more and more newcomers coming in and we need to integrate them into the community,” said Conrad.

Currently, Being Human Services is looking to fill 15 spots before May 22, 2023. This is to ensure classroom training is crafted to the needs of the employer.