By exploring the traditionally untapped labour market of zoomers, employers are discovering the unique perspective, invaluable experience and mature outlook that these employees can bring to the table.
Christine Stoneman, chief executive officer of GT Hiring Group, an HR consultancy based in Victoria, says that she works with clients in order to shatter misconceptions that may cling to mature workers.
Christine, whose organization’s HR practices have resulted in the designation of “Top Company to Work for in BC” by BC Business Magazine (ranking number one in the category of 100 or fewer employees), explains that she tries to dispel stereotypes about older workers. “They are very dynamic and active, and highly capable of doing all sorts of front-line tourism jobs very well.”
Geoff Vilojen, a driver for Star Limousines in Vancouver, is the perfect example of a thriving older worker. “I hope you’re not looking for a geriatric,” he booms when he learns the premise of the article. The two-time Vancouver Tourism Award Recipient, who was recognized for his outstanding customer service, is turning 61, but shows no signs of slowing down.
Fortunately, many of BC’s tourism operators are catching onto the benefits of hiring zoomers; in fact, according to a survey conducted in December 2007 by the Canadian Federation of Independent Businesses, small business owners in BC lead Western Canada in employing mature workers. And many of these businesses are even going so far as courting these employees by addressing their particular needs.
“I would say the biggest key to attracting this demographic is being a really flexible employer. Offer older workers the option of working only three or four days a week, and be open to letting them work fewer hours,” says Christine.
Holly Sawchuk, who manages the staffing for Cantrav Services Inc., a destination management company based in Vancouver, agrees. She employs a roster of older workers on a part-time basis for jobs ranging from greeting clients at the airport to dispatching coaches and conducting city tours.
“Older workers like the fact that we can offer them flexibility; we try to accommodate their schedules – some go away for weeks at a time, which is fine – we welcome them back with no problem. Most of them had full-time positions in the service industry at one time, and aren’t entirely ready to be without that interaction. We also give them training and offer competitive wages,” explains Holly, who feels that older workers make exemplary employees.
“Almost all of our travel staff are older; some are into their 70’s. It works wonderfully well for us, because they are flexible, mature and comfortable working with a wide range of people,” says Holly, whose feelings are echoed by others in the industry.
Aaron McRann, supervisor of the Penticton Visitors Centre, also has nothing but positive comments about the older demographic he employs on a volunteer basis, and he’s learned a number of valuable lessons regarding how to promote a positive working environment that will support and engage zoomers.
“When I hire younger staff, I make it clear that they must have a positive attitude toward seniors,” says Aaron, who has found that educating his staff about the value of having mature workers has been an essential step in creating a welcoming environment. And when he does observe a younger staff member criticizing older workers, he is quick to point out the strengths that the mature worker possesses.
“If I hear [younger staff members] criticizing a mature worker for being less adept at technology, for example, I will counter that by pointing out that the older worker has a polished demeanour and exceptional customer service skills,” says Aaron, who has observed that mature workers appreciate having expectations clearly delineated before they start a position, especially when it comes to working with unfamiliar technology.
“Older workers appreciate not having to learn things which are beyond their comfort zone,” explains Aaron. And if they do want to learn new skills related to technology, he says it’s important to remember that they will most likely take longer to train.
But that doesn’t deter him from hiring older workers. “It’s important to remember that anybody can learn a concrete skill like working a cash register (if given enough time), but it is often very, very hard to teach someone to have a good attitude or proper communication skills.”
While the tourism and hospitality industries have traditionally employed young people, it’s evident that the unique skills and mature perspective offered by older workers is quickly starting a new trend.
