Employee engagement of staff in hospitality seems to be on the rise. Recent statistics highlight that 62.5% of employees reported high engagement in 2022, and 69.3% said their engagement was up compared to the previous year.
Furthermore, in January 2024, 71% of hospitality employees reported being engaged in their roles, putting the sector slightly above average compared to other industries.
Take a minute to think about your favorite dining spot. It could just be the food that keeps you coming back, but chances are the warm, welcoming atmosphere created by a caring team also has something to do with it.
Although employee engagement can sometimes be down to the personalities of the staff and how well they work together, more often than not, it has to do with specific strategies the restaurant or hotel uses to improve this crucial aspect of business.
This post will discuss ten employee engagement best practices specifically tailored to the restaurant and hospitality industry. If you hope to run a successful hospitality business, these tips will help you create a work environment where your staff feels valued and motivated.
Chef’s Table Experience
We begin with something a bit out of left field — an experience where employees can dine and see the restaurant from a guest’s perspective. Obviously, the Chef’s Table is about showing appreciation for your employees by letting them enjoy a meal, but it also offers a low-key way for them to foster a deeper understanding of their respective roles.
The premise is simple: your employees get to sit down and enjoy a full-course meal prepared by the chef, just like your guests. This experience helps them see the restaurant from the other side of the table. They get to understand what makes a dining experience memorable, from the presentation of the dishes to the flow of service.
family and friends discounts
On a related note, we recommend another fantastic perk for boosting employee satisfaction — discounts for their family and friends.
Aside from being a great way to show your team that you appreciate them, family and friends discounts give your employees a chance to proudly showcase to their loved ones what it is that they do, boosting their sense of pride in their work.
The “Go Hilton” Team Member Travel Programme is an excellent example of a successful implementation of this idea, providing substantial discounts on hotel stays for employees as well as their families and friends, a perk often cited as a significant benefit of working at the company.
Regular Tastings and Menu Training Days
The keen-eyed reader will have noticed a pattern in these tips by now. The trick is to come up with perks that not only offer your employees something they enjoy (which is good for engagement in itself) but also teach them something about the job.
Regular tastings help your team stay updated on new menu items, wines, and cocktails. It’s one thing to read about a dish or a drink on a menu; it’s another to have tasted it and know its nuances. And when your staff knows the menu inside and out, they can engage more effectively with guests — I call that a win-win.
Sustainability Initiatives
It’s time to move on to something a bit different. Some engagement best practices are not necessarily immediately recognised as perks but instead, work to create a sense of community and purpose.
When employees are involved in sustainability initiatives, they feel like they’re part of something bigger. This sense of purpose can boost engagement and job satisfaction. Plus, sustainability efforts often require teamwork, which can strengthen bonds among staff.
A good example is the Hyatt Hotels’ Thrive programme, which focuses on reducing waste, conserving energy, and supporting local communities. Employees are encouraged to participate in various initiatives, from recycling programmes to volunteering in local environmental projects.
Guest Feedback Sharing
When guests take the time to share their positive experiences, it’s a golden opportunity to showcase the fantastic work your employees are doing. Make it easy for guests to leave feedback and set up a system to review it regularly, looking for specific mentions of employees who have gone the extra mile.
Sharing this feedback in a public setting boosts engagement in several powerful ways:
- It recognises and rewards those who go above and beyond;
- It shows that you’re paying attention to the quality of their work and valuing their contributions;
- It encourages other team members to strive for the same level of excellence;
- it gives guests confidence that their feedback is valued and acted upon.
All of this works to enhance the overall guest experience, builds a stronger team, and fosters a culture of continuous improvement.
Flexible Scheduling to Accommodate Varied Hours
Restaurant and hotel jobs rarely fit into the typical 9-to-5 mold. The hours can be all over the place—early mornings, late nights, weekends, holidays. That’s why, in the hospitality industry, flexible scheduling is massively important.
Now, you might be thinking, “Sure, flexible scheduling sounds great, but how do I manage it without chaos?” Luckily, technology has advanced massively in this area over the past several years. Tools like 7shifts offer features like automatic shift reminders, availability tracking, and instant communication, so everyone’s always in the loop.
Job Rotation and Cross-Training
Having a versatile team is a bonus in any industry, but I’d say it is essential in the restaurant business. Now, I’m not saying you should suddenly let your bartender cook the steaks, but some reasonable job rotation can help build a well-rounded team, a huge asset during busy times or unexpected staff shortages.
Furthermore, nearly half (48%) of employees in the hospitality sector have expressed a desire for face-to-face training opportunities, which can be fulfilled through these days shadowing a coworker.
The key is to start small. Look at the different job descriptions (you can use a platform like OysterLink for a comprehensive overview) and identify key roles that can be cross-trained. Make sure to provide adequate support as your team members transition to new tasks.
Cultural Sensitivity and Language Training
In the hospitality industry, especially if you’re doing your job well, you’re likely to run into people from all corners of the globe. It might seem like you couldn’t possibly make everyone feel at home, but you’d be surprised. A few words in their language and a basic understanding of their cultural norms will usually do the trick.
There’s also the question of cultural sensitivity. In some cultures, making direct eye contact is seen as a sign of confidence; in others, it might be considered rude. Knowing these nuances can help your staff avoid misunderstandings and provide better service, in turn making them more engaged and prouder of their work.
Service Excellence Recognition Programmes
Recognition programmes like “Server of the Month” or “Cook of the Year” celebrate the dedication and hard work that go into creating memorable experiences for guests. When employees know their efforts are noticed and valued, they are motivated to continue delivering exceptional service.
Employee recognition can reduce turnover by 31%, making these programmes a valuable tool for retaining top talent in your restaurant.
Take Chipotle, for instance. Their Top Performer programme recognises employees who go above and beyond in their roles. These top performers receive not only a bonus but also public recognition, which boosts their morale and sets a high standard for the rest of the team.
Staff Appreciation Events
Finally, staff appreciation events are one of the best ways to show your team some love. In the hustle and bustle of the hospitality industry, it’s easy to get caught up in the daily grind. But taking the time to celebrate your staff can make a world of difference in building a strong, engaged, and happy team.
The small family-owned restaurant I started at had monthly appreciation nights. On an off night each month, we would close early and have a movie night with popcorn and candy or a simple dinner where every staff member pitched in. These events weren’t extravagant, but they were heartfelt. They made us feel like a family and showed that our hard work didn’t go unnoticed.
Conclusion
Making sure your staff feel valued, motivated, and engaged is a huge step toward creating a thriving restaurant business. Having trained and knowledgeable employees is one thing; having a team full of people connected to their roles and proud of where their work is quite another.
I genuinely believe that the engagement strategies outlined above will help you create a workplace where employees are not just working for a paycheck but are passionate ambassadors of your brand, creating memorable experiences for every guest who walks through your doors.
Author: Alex Oger – Content Developer, Digital Silk
Photo credit: Petr Sevcovic on Unsplash
