Across the world, the flow-on effects of the global pandemic continue to leave their mark. Here in Australia, even as we finally return to some sense of normality in daily business operations, different industries continue to face a variety of unique challenges – and in the hospitality sector, one of the biggest ongoing issues is around staffing.
As the spread of the virus – and the subsequent impact of isolation rules – remains an issue within business teams, challenges connected to staff shortages within the hospitality industry are wreaking havoc on rosters. The re-opening of international borders is one positive sign that the situation is set to improve but, for many hospitality venues, overcoming such a large-scale event is something that requires fresh thinking and new approaches.
Understanding what potential problems may arise because of the current circumstance – and exploring ways to overcome those problems – will be important for the sustainable success of any hospitality brand.
Reduction in operating hours
To deal with staffing shortfalls, many businesses have been forced to reduce their operating hours, while others have also reduced their days of operation – measures that have an adverse effect on turnover and lasting financial viability.
Customer service
To add further stress to the lives of hospitality workers, the increased demand from consumers – hungry to move out of lockdowns and prolonged isolation – has created a huge pent-up demand to dine out. Although this seems positive at first glance, the reality is that businesses suffering staffing issues can only do so much and with teams already pushed to breaking point, customer service may become a casualty.
Impact on colleagues
Because the staffing shortages increase the demands on existing staff, who feel under pressure to cover multiple roles, fill in wherever necessary and spread themselves even thinner by providing training to incoming staff, the potential for loyal staff to suffer burn-out is another genuine concern that could lead to further staffing issues.
Reputational damage
With customer service suffering, complaints are likely to increase – leading to reputational damage.
A desire to avoid these potential complaints and the social media scars negative reviews can leave may be part of the reasoning behind the growing number of cafes and restaurants venues reducing their operational hours.
The good news is that all these worries and concerns can be addressed – and avoided.
Culture
Creating a positive workplace culture is a critical ingredient for any hospitality business seeking to attract new team members. Many employees place culture above all else when exploring their employment options and, in the current, employee’s market, brands that invest in implementing important cultural changes will be the ones that have the greatest success in not only attracting new staff – but retaining them.
Training
Investment in training and developing your teams has rewards. By retaining staff and rewarding your A-team, you minimise the costly recruitment process of continually replacing and training new team players. If your business doesn’t have systems currently in place to properly recognise and celebrate the top-performing members of your team, it’s time to make the changes that will benefit your business for years to come.
Utilise technology
A diverse range of digital solutions are available – and recommended – to help business owners streamline different aspects of both their customer-facing service and their internal processes. If the pandemic taught us all something positive, it’s that customers are open to adapting. Use of QR codes has been embraced through necessity and hospitality venues can continue to use them to their advantage, to deliver efficient, seamless solutions. One great example is the Mr Yum brand, that has utilised mobile ordering and payments in a way that has reduced staff workload and increased accessibility.
Salaries
By reviewing your current budgets and payroll, you can analyse if it is sustainable to increase your financial offer and make informed decisions. Knowing your numbers is key to any successful business and, as we all recover from the recent world events, having access to accurate figures and projections has never been so important.
Make a difference
Change is possible – and it can make a measurable difference.
By being willing to try new things and investing in solutions that are designed to be sustainable, you may find that business can truly be better than ever.
To learn about sustainable strategies to build your hospitality or events business – and add greater value to your loyal and local customers – talk to our hospitality consulting team at Perfectly Paired
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