Engagement in Hospitality #1: The difference good staff engagement makes in hospitality
24 Mar 2014 - Blog
Now People Insight has teamed up with Caterer.com for the Best Employers in Hospitality Awards, which launched in March. Over the coming weeks, we’ll be looking at what it takes to be a best employer, and providing tips based on our research.
The hospitality industry face numerous headaches– challenging staff retention, low wages, awkward shift work, fast pace and lots of pressure. Your staff are one of your most important assets; and engaging them can make the difference between getting a glowing review or a stinging critique on Toptable, with thousands of people reading about your failures in an instant.
Best employers stand out a mile. Their staff turn up early or hang around at the end of their shift. They help their colleagues with tasks that aren’t in their job description, greet their customers enthusiastically, suggest ideas for menus or specials, and bring their mates or families in on their days off as customers.
The companies we have worked with over the years have all been committed to improving staff engagement. And here’s why:
Our research has identified a number of key factors which contribute to good staff engagement in hospitality. Ask yourself the following questions:
At Pret a Manager, employees are proud to know that in some tiny way they are helping towards London’s homelessness problem, as Pret distributes every unsold sandwich to homeless charities each night.
We find only 51% of employees surveyed feel recognised for the work they do. Do your line managers notice the things staff have done well and praise them?
We find only 35% of employees believe their development aspirations are being met. Everyone should have the opportunity to discuss their options and reasons to stay.
Focus people on completing small, frequently set goals – be it mastering a new dish or cocktail, or putting a new skill learned into practice.
Internal communication is a frequent bugbear in companies surveyed.
Follow Caterer.com on Twitter and join in the conversation #BestEmployers2014.
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