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UK hospitality organisations struggling to manage frontline workers
WorkJam , a leading digital frontline workplace , has announced the results of new research revealing the critical challenges facing the UK hospitality industry in managing its frontline workforce . The survey data highlights the urgent need for hospitality organisations to enhance their technical capabilities and broaden the use of digital tools to improve employee engagement , retention and customer experience .
The study found that 99 % of hospitality organisations agree that employee experience has a direct and tangible impact on strengthening customer experience , with over 80 % also acknowledging that employee experience impacts the bottom line . At the same time , however , the majority of organisations aren ’ t providing the flexibility that contributes to a great employee experience – just 20 % of hospitality organisations provide employees with flexible pay options , while only 21 % offer shift-swap scheduling .
The survey also sheds light on substantial gaps in technical capabilities within the hospitality sector , with nearly 70 % of respondents reporting that their organisations lack the necessary tools for flexible scheduling and efficient workforce management . Almost 80 % concede that current processes for managing frontline staff need improvement , with the same amount stating their organisations should invest more in technology to support frontline workers .
Survey respondents were also asked about the challenges posed by the new Employment Rights Bill , which is expected to come into force by 2026 . Over a third ( 35 %) said they do not fully understand the implications of the bill , with the minimum wage clause ( 39 %) and ban on zero hours contracts ( 36 %) posing the biggest challenge for hospitality businesses .
“ The disconnect between effective , tech-led workforce management , frontline employee experience and operational efficiencies is a serious problem , especially as organisations are already grappling with a multitude of internal and external economic pressures ,” said Mark Williams , Managing Director EMEA at WorkJam . “ Add to this the challenges presented by legislative changes , and the hospitality sector faces an urgent need to improve their technical capabilities and empower their workforce . Get this right , and businesses can deliver significant employee , customer and business benefits , ranging from improved employee retention and the associated cost savings to an enhanced customer experience .”
To help address these challenges , WorkJam recently announced a partnership with DailyPay to deliver earned wage access , enabling frontline workers to access wages as they earn them , bringing essential financial flexibility to the hospitality sector – at no cost to the organisation . The collaboration is designed to help companies create a more connected , motivated workforce while simplifying how employees manage their earnings and time . This is delivered via WorkJam ’ s unified ‘ one app ’ approach , which integrates scheduling , communication , task management and financial tools . With the WorkJam app , everything your frontline needs to successfully do their jobs is available in their pocket , allowing organisations to provide the ultimate employee experience . x
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