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How can digital tools optimize workforce management in hospitality?

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Workforce management (WFM) is the process of planning, scheduling, and optimizing the human resources in an organization. In the hospitality industry, WFM is crucial for delivering high-quality service, meeting customer expectations, and ensuring operational efficiency. However, traditional WFM methods, such as paper-based schedules, manual time tracking, and siloed communication, can be time-consuming, error-prone, and inflexible. That's why more and more hospitality businesses are adopting digital tools to optimize their WFM processes and outcomes. Here are some of the benefits and examples of using digital tools for WFM in hospitality.

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Michael Conlon

Key Account Representative - Sysco

1 Improve visibility and accuracy

One of the main advantages of digital tools for WFM is that they provide real-time visibility and accuracy of the workforce data. For example, cloud-based WFM software can automate the creation and distribution of schedules, based on factors such as demand, availability, skills, and preferences. This can reduce the risk of overstaffing or understaffing, as well as improve employee satisfaction and retention. Moreover, digital tools can enable accurate time and attendance tracking, using features such as biometric scanners, mobile apps, or QR codes. This can eliminate the need for manual data entry, prevent fraud or errors, and ensure compliance with labor laws and regulations.

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2 Enhance communication and collaboration

Another benefit of digital tools for WFM is that they can enhance communication and collaboration among the workforce and between the workforce and the management. For example, mobile WFM apps can allow employees to access their schedules, request changes, swap shifts, or report absences from anywhere and at any time. This can increase their flexibility and autonomy, as well as reduce the workload of managers. Furthermore, digital tools can facilitate feedback and recognition, using features such as surveys, ratings, or gamification. This can improve employee engagement, motivation, and performance, as well as provide valuable insights for continuous improvement.

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Michael Conlon

Key Account Representative - Sysco
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Communication is everything in WFM, it is the key factor to the success or failure of multiple processes in day to day operations. It allows for reflection, analysis and improvement of strategies to ensure efficiency is maximised, along with employee satisfaction, as it is in everyone's interest to co-operate, making all of our lives easier! Without a clear channel of communication established, this is difficult. Communication can take many forms. In the modern environment, it is essential that a digital line is set up, be it in MS Teams, Slack or an alternative, as well as the use of tools such as Sharepoint or MS Channels to post significant updates.

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3 Support learning and development

A third advantage of digital tools for WFM is that they can support learning and development of the workforce. For example, online learning platforms can offer personalized and adaptive training programs, based on the needs and goals of each employee. This can help them acquire new skills, update their knowledge, or prepare for career advancement. Additionally, digital tools can enable mentoring and coaching, using features such as video calls, chatbots, or peer networks. This can provide guidance, support, and feedback to employees, as well as foster a culture of learning and sharing.

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Michael Conlon

Key Account Representative - Sysco
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WFM is an ever-changing environment that has different requirements every day. Thus it is important for constant updates in employee skillsets, to ensure adaptability & flexibility. Coming in many forms, I find the most effective form of learning and development occurs in team collaboration, where members with years of experience can mentor & advise more youthful/inexperienced colleagues.

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4 Leverage data and analytics

A final benefit of digital tools for WFM is that they can leverage data and analytics to optimize the WFM decisions and actions. For example, artificial intelligence (AI) and machine learning (ML) can analyze historical and current data, such as demand patterns, customer preferences, or employee performance, to generate forecasts, recommendations, or alerts. This can help managers plan and adjust their WFM strategies, as well as identify and resolve issues or opportunities. Moreover, dashboards and reports can provide visual and actionable insights into the WFM metrics and outcomes, such as labor costs, productivity, quality, or customer satisfaction. This can help managers measure and improve their WFM effectiveness and efficiency.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can digital tools optimize workforce management in hospitality?

1

2

3

4

5

1 Improve visibility and accuracy

2 Enhance communication and collaboration

3 Support learning and development

4 Leverage data and analytics

5 Here’s what else to consider

Workforce Management

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How can digital tools optimize workforce management in hospitality?

1

2

3

4

5

1 Improve visibility and accuracy

2 Enhance communication and collaboration

3 Support learning and development

4 Leverage data and analytics

5 Here’s what else to consider

Workforce Management

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