The Hospitality sector: Engagement, productivity and retention

It's no secret that the hospitality industry has been in recovery after the effects of both Brexit and the Covid19 Pandemic - which led to staff shortages and a loss of key skills across the industry. Prior to the pandemic, unemployment had been declining steadily since 2015 however following lockdowns and the effect of the pandemic, employment rates have returned to historic lows. Considering that the hospitality sector accounts for 6-7% of all workforce jobs this has had a huge impact on the economy, hospitality businesses and staff. Businesses are now forced to work even harder to try and bounce back, however by understanding what employees are looking for in a role and what motivates them, they can implement strategies to improve engagement, retention and productivity and in return reap the benefits of putting their people first.??

According to a report by Caterer.com, 19% of candidates said that the reason they are looking for a new job is due to a lack of progression opportunities. In the hospitality industry there is a stigma around hospitality roles being used as a stopgap, weekend job or a way to earn more cash. One way to improve retention and reduce unemployment would be to invest in their employees and to implement developmental training and provide opportunities to work towards a higher position with more pay. A great example of this is The Greenway Hotel and Spa in Cheltenham, which won an award for their innovative ‘The Thrive’ training academy.? The Thrive Academy develops the next generation of leaders by equipping them with the necessary skillset to take on managerial roles. Through the use of workshops, webinars and mentoring they are giving their staff the opportunity to develop and grow which has both a positive impact on both the business and the employee's motivation in turn resulting in a higher retention and satisfaction rate.??

The report also stated that 26% of candidates said that that would feel happier at work if they felt valued & recognised. Due to the fast pace and sheer size of some hospitality companies it can be hard to navigate a way to show employees that they are valued, that can range from a simple ‘you did a great job today’ to a monetary incentive. Sadly, due to unemployment rates being at an all-time low this has resulted in companies being understaffed, which can have a direct impact on the amount of time people have to give recognition or to know what everyone is doing. The Savoy have an excellent approach to this problem, they use an app called Lifeworks which is an employee only app. The app has a centralised newsfeed where employees are connected and can actively and socially give recognition to their peers, it also allows management to be aware of the great things their staff are doing to go above and beyond and be able to acknowledge that. Following their initiation?of the app, just 6 months after the Savoy's employee engagement rates rose to 93%.?

According to Caterer.com 23% of employees consider a lack of work-life balance to be the reason they are looking for a new job.? It is well known that the hospitality sector can be fast passed and stressful, that can have a negative impact on mental health. Furthermore, due to high levels of unemployment employees are having to work longer hours, extra?shifts and have less flexibility. 36 % of employers agree that Flexible and competitive working hours are the most important factor in driving employee retention. The Landmark Hotel in London have started a new scheme that allows its chefs to work a four-day week. The change was put in place in order to deliver a better work-life balance. It is great to see some companies taking feedback on board and understanding where they can improve the lives of their employees, let's hope that more companies make change.