Attracting the right workforce. Where have we gone wrong?

Published 05.11.2024 - Michael A. Di Palma

In the UK hospitality industry, we often focus on creating excellent guest experiences yet sometimes fall short of delivering the same quality of experience for our employees and colleagues. The industry cannot thrive on guest satisfaction alone. To sustain excellence in guest service, employers must also prioritise creating positive, enriching experiences for their teams. This means investing in well-being, growth opportunities, and a culture that makes employees feel as valued as the guests they serve. When employees are supported, happy, and engaged, they bring their best selves to work, which translates into better service, happier guests, and ultimately, stronger business outcomes.

I once worked for an operator who expressed that neither money, food, drink, nor even the guests were the top priority—it was his people. He said, “If I see smiles on my team’s faces, everything else falls into place.” When employees feel respected and appreciated, the positive energy flows to the guests, creating a seamless, welcoming atmosphere.

Consider the small but meaningful gestures we do for guests—like remembering birthdays or personalising meals. How often do we extend these same courtesies to our employees? When was the last time we celebrated a team member’s birthday or served our staff a meal with the same care we put into our guests' food? We’re trained to go the extra mile for our guests, but sometimes we overlook opportunities to do the same for our teams.

Creating a work environment that values inclusivity, personal connection, and support fosters a sense of family and belonging among employees. This emotional connection encourages loyalty and commitment, resulting in a workforce that is not only motivated but genuinely invested in delivering outstanding service. By nurturing both guest and employee experiences with equal care, the hospitality industry can rebuild a culture of mutual respect and engagement, creating a positive cycle that benefits everyone involved.