- Sector faces ongoing issues with staffing and burnout, but the role of Brexit is contested.
- Low morale, high levels of employee turnover and stress are leading to a deterioration in customer service.
- Increased emphasis on training, flexibility and employee wellbeing can help reverse this trend.
As labour shortages and employee burnout continue to plague the hospitality sector, more than half (53%) of UK managers working in hospitality say their company and staff are suffering, according to a new survey from Axonify. The data comes following reports last year that 12.6 premises such as restaurants and shops closed per day in the UK.
The impact that Brexit has on this, however, remains divided amongst managers, with 36% attributing hiring difficulties to its long-term effects, 39% disagreeing, and 25% uncertain.
Employee morale is also suffering, with almost half of managers acknowledging the negative impact of staff shortages. Primary consequences of these shortages are cited as increased workloads (73%) and higher employee turnover (60%). Customer experience is reported to be deteriorating as a result, with half of respondents noting longer waiting times and a concerning 41% observing a decline in the quality of service.
Burnout now lies at the crux of the issue, with half of hospitality managers experiencing it as a result of long working hours (69%), high stress levels (68%), and understaffing (64%).
But despite this, more than two thirds (68%) of managers working in hospitality believe that their company’s current training programmes help employees stay engaged and motivated.
Steps are also being taken to address the concerns such as introducing flexible working hours (58%), increases in wage (52%), and recruitment (43%). Moreover, the majority of UK companies offer workers training around mental health and well-being, comparing favourably to US counterparts (57% vs 46%).
Optimistically, a significant portion believe that the change in government and new Labour administration can alleviate current labour shortages. Overall, more than two-thirds of managers are positive about the future of the hospitality industry in terms of workforce satisfaction and stability.
Carol Leaman, CEO and Co-Founder at Axonify, the frontline enablement solution said:
“It is no secret that the hospitality industry is feeling the effects of staff shortages. With ongoing labour shortages and employee burnout reaching exceedingly high levels, change is required to safeguard the future of the sector.
“Despite these challenges, managers are optimistic, demonstrating the resilience of the UK hospitality sector. Effective training programs and strategic initiatives will foster a motivated and engaged workforce, paving the way for a brighter future in the industry”.