Today we feature an article on Hospitality Service Engagement that was published in the August edition of Drinks Trade magazine, I hope you gain some insights from it.
There is no news in the story that the hospitality and tourism industry remains heavily reliant on a casual workforce. Service positions are frequently filled by people “looking for a second job”, “paying my way through uni” or “cashing up before the next leg of my travels”. This raises a serious challenge for venues who want to maintain a high standard of service without pouring money into developing new teams who may not stick around for the long haul.
At many industry association meetings over the years, I’ve heard operators bemoaning the fact that staff are hard enough to recruit, let alone retain. The question of “Why should I train them, if they are going to leave?” has often been posed. The emergence of the millennial generation into the service sector hasn’t helped. This generation see transition as the norm. Loyalty to an employer or venue is frequently challenged by a stronger calling toward personal goals or the opening of another cool venue.
Hope lies in a few well established theories around retaining millennial employees:
- Share your vision for the business and the team
- Train and develop them – it boosts morale
- Engage with them – we’ve never seen a more “Social” generation
Millenials respond to peer driven development. Identify an internal champion to coordinate inexpensive, short duration, team focused content. Our collective vision should be to build a better equipped pool of talent to circulate throughout our industry. There is no hope in holding to a parochial position, we need an industry wide cultural shift to help hospitality evolve into a career of choice. A culture of pride in our venues and the profession, would raise the standards of service teams right across the hospitality, tourism and leisure sector.
Author – Dave Upson, Managing Director, Train My Venue. www.trainmyvenue.com