Preparing and retaining staff throughout the festive period

It will come as no surprise to hear that the last few months have been disruptive for the hospitality industry. With the sector seeing three different Prime Ministers over the past four months, it is safe to say that leadership has been unstable, leaving hospitality workers and business owners with little to no support and uncertainty about the future of their businesses. Energy prices have also continued to soar, causing a wave of closures in the hospitality sector, with more expected to come in the new year. The cost-of-living crisis has continued to affect the price of essential food items such as oil, while the unexpected increase in business tax has left the industry demanding more from the government and leadership. The Christmas period is critical to get the industry back on its feet, offering opportunities to boost revenue and make up for the turbulent few years the sector has experienced. It is undoubtedly the busiest time of year for hotels, with Christmas work parties, festive getaways, and consumers indulging more. However, a stable team of employees is required to keep up with this demand and ensure businesses can handle the much-needed surge efficiently. With staffing shortages a long-standing issue in the industry, particularly during the holiday season, businesses must look to adapt their recruitment searches to find the most creative, loyal, and hardworking employees. Invest in training Providing excellent service, whether as a chef, wait staff or front of house, requires a high level of skill and knowledge. However, this is sometimes taken for granted in the hospitality industry and employees are frequently launched into roles without the necessary training. As a result, employees may become overwhelmed, stressed, and ultimately terminate their employment, contributing to a company's low retention rate. To provide quality services, employees must be trained to understand their customers' every need, so they feel they are receiving a bespoke service that makes them want to return. This type of customer satisfaction is critical for the hospitality industry, so no shortcuts should be taken when training new employees. An innovative workplace will also facilitate training throughout someone’s career. This will enhance career development and upskilling, while keeping employees engaged and motivated to improve their existing skills. Furthermore, team members, particularly those who are new, will require constant nurturing and guidance from managers and supervisors to improve their skills, gain confidence, and know that they have someone to turn to if they need help. This can be enhanced by providing meaningful employee perks that keep employees feeling rewarded and recognised for their efforts. Offering free food, especially during the current cost-of-living crisis, could be a lifeline for certain employees who are struggling to feed themselves at home. Additionally, it means they will have a better understanding of the menu and will be able to provide customers with honest and in-depth recommendations. Other incentives, such as gift cards, bonuses, and prizes, provide motivation in the workplace and improve employee work-life balance by allowing them to treat themselves outside of work. Attracting Gen Z Generation Z is the next generation of hospitality talent. However, understanding the expectations of this young population is just as important as understanding our own. Compared to other generations, Gen Z workers exhibit a distinct value set in the workplace, seeking greater job satisfaction, and being surrounded by those with the same work ethic. They are also a generation that has strong boundaries, with suitable working hours, work-life balance, and good pay expected as standard. However, with the stigma attached to hotel work not living up to Gen Z's expectations, now is the time for the narrative to change for good. It is also an opportunity for the industry to learn and adapt. Gen Z is technologically savvy, creative, and forward-thinking, which could boost innovation and change in the industry if we embrace it. So, the next time you make a business decision, why not include your younger team members, and solicit their input? The sense of belonging and being a part of something bigger is beneficial to development and employee satisfaction. Keeping an open mind Considering the feedback of employees is critical to creating a positive working environment, an open portal or an ongoing survey will help to improve communication and employee engagement. It is also critical that, when you receive feedback from your team, you consider their perspectives when making decisions and moving the company forward. Asking for feedback should not be treated as a tick-box exercise. After all, employees will only provide feedback if they are confident that it will be taken seriously and acted upon. In the long run, this will maintain a healthy working environment in which employees feel valued and heard. Although, it is also important to look for ways to improve the working environment without relying on employee suggestions. To accomplish this, discussions about improvement and development should be incorporated into regular meetings so that the workplace is constantly adapting and improving. Considering all the points is critical when considering how to increase employee retention and workplace satisfaction. At Springboard, we currently have a retention rate of 70-80% of trainees remaining in their places of employment after a year. This is ultimately due to the way employees are treated and valued.

Preparing and retaining staff throughout the festive period

By Chris Gamm, CEO of Springboard

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