The WFC Group Blog

Raising the Bar: Hospitality Benefits When Employees are Engaged

Posted by Neil Shah on Aug 1, 2017 10:30:00 AM

Food Service_Credit - id-work.jpg

Credit: istock.com/id-work

When it comes to food service and hospitality, high turnover rates may seem like just another standard feature of the industry. But some employers are approaching the matter a little differently, and they're setting a great case for how improved employee engagement can challenge the normal perception. Here are a couple key lessons learned from employers recognized for outstanding business performance and overall engagement that can extend beyond fast food.

Constant Training Has Constant Benefits

Employees at every level benefit when they feel challenged and able to grow. Having a strategy that stays focused on improved performance can actually help with retention, even in high-turnover industries like hospitality. Take Harvard Business Review's spotlight on fast food drive-thru Pal's Sudden Service for example — a chain that boasts speed and incredibly low turnover. Their hiring process screens candidates for attitude, and skills are constantly trained, like practice for pro athletes. Each team member is tested at random on daily tasks and re-trained when necessary. Managers carry the responsibility of educating one employee on a new topic each day. And their service as a result? Four times as fast as the next quick-serve restaurant.

Quality Relationships Matter

When employees feel valued, their drive to deliver great service improves. Take Habit Burger for example, spotlighted by the National Restaurant Association. As a chain, their emphasis is on quality first, then speed. In order to achieve an environment that nurtures a sensibility for quality on an individual level, Habit Burger limits the number of stores any one manager can oversee. This sets the stage for stronger employee-manager relationships and an unwavering focus on the value they offer customers.

Leaders Take Responsibility

Both examples above show strong examples of organizational leadership and strict adherence to process. For many hospitality businesses, process comes down to having the right systems and tools in place for task management and communication — keeping employees at every level on course for success together. If you're considering solutions to improve your workforce productivity and engagement, we'd like to help assess how your workforce management system could better aid task management, training and performance. With a well configured system in place, you too can be well on your way to sharing the success of Habit Burger and Pal's.

Topics: Workforce Management, Hospitality