Tips for Managing a Multigenerational Hospitality Workforce

Tips for managing a multigenerational hospitality workforce

As life expectancies extend and career spans stretch further into later stages of life, the hospitality industry now hosts up to four generations within a single workforce. From seasoned veterans with decades of experience to Gen Z newcomers, this generational mix presents both challenges and opportunities for HR leaders. Employers are best positioned to provide a rewarding employee experience when they learn to connect and engage different generations of employees. 

Generational Views from Hospitality Employees on Work and Values

Data from our comprehensive report with CGA, ‘Getting Retention Right’, revealed striking contrasts between those from Generation Z who are newer to the industry and older adults in terms of how they view their working lives. For example, millennials and Gen Z place much greater emphasis on ‘equality’ and ‘mutual respect’ as values they seek when searching for a job. Ratings for these attributes were not as high among those aged 55+.  

Additionally, 78% of individuals aged 35-54 reported feeling satisfied with their current hospitality roles, a figure that noticeably surpasses the 68% satisfaction rate observed among the younger cohort, ages 18-34. Furthermore, the perception of hospitality as a viable and rewarding career path also differs significantly with age; 77% of those aged 55 and older affirm that the industry offers a good and worthwhile career, in contrast to just 59% of younger adults who share this sentiment.

Source: Harri and CGA Report, Getting Retention Right

You can use insights from reported generational differences to help tailor your approach and create a more engaging, supportive, and fulfilling work environment across the board. But while there are generally some distinct differences spanning multiple generations, putting too much stock into them may have negative effects.

For instance, a study on perceived age in technological training highlights a challenging scenario for older workers in training sessions, showing they’re unfairly judged before the training even begins, which negatively affects their learning experience and how trainers assess their performance. Conducted with college students as participants, the research manipulated perceptions of age to uncover how deep-rooted stereotypes lead to a cycle of lower expectations and outcomes.

How can we ensure that the emphasis on generational differences does not reinforce stereotypes?

Fostering an Inclusive Work Environment

Rather than make assumptions based on age, focus on personal attributes and performance to foster an inclusive hospitality work environment.

Highlight Individual Skills and Contributions

Recognise employees for their unique talents and achievements. Celebrate the diverse skills that each person brings, whether it’s exceptional customer service, culinary creativity, or operational efficiency

Offer Flexible Professional Development

Provide a variety of professional development opportunities that cater to individual interests and career aspirations. This could range from customer service workshops to management training programs, allowing employees to choose paths that align with their personal growth goals.

Encourage Collaborative Team Environments

Build teams based on complementary skills and shared objectives. Draw on the diverse experiences and perspectives within your staff to enhance guest experiences.

Implement Unconscious Bias Training

Conduct training sessions to raise awareness about unconscious biases, including those related to age to help managers and staff make more informed and equitable decisions about hiring, promotions, and daily interactions.

Adapt Policies to Support Diverse Needs

Review workplace policies to ensure they support a diverse workforce. This includes flexible scheduling to accommodate different life stages and needs, as well as inclusive benefits that appeal to a broad spectrum of employees.

Promote Open and Inclusive Communication

Encourage regular feedback from employees and leverage those insights to tailor your approach to meet the needs of each individual. 

Hospitality Technology Bridges Generational Gap

Harri’s research with CGA revealed that there are also generational differences in approaches to technology. Whereas 23% of staff between 18 and 34 consider the technology available to them to be very advanced, only 14% of those aged 55 and up share the same sentiment. This suggests a variation in technology perception and engagement across the hospitality workforce, highlighting the need for personalised training and support. 

Tailoring technology training to meet the diverse needs of your employees offers significant potential benefits. When your entire workforce can fully leverage the technological tools provided for them, there is massive potential for more collaboration and open communication at all levels. 

Harri Engage enhances continuous feedback between managers and employees with its integrated communication tools. The timekeeping app enables employees to share feedback upon clocking out. Managers can solicit insights through customisable questions and facilitate open sharing.

Advanced scheduling software allows employees to manage their work hours, accommodating different life stages and personal commitments. Harri’s scheduling tool enhances work-life balance by intelligently forecasting labour needs and incorporating employee preferences into auto-assigned schedules, ensuring fair and flexible work hours. Its robust communication features and compliance tracking further support a transparent and adaptable scheduling process, accommodating the diverse needs of all age groups.

As you navigate through the opportunity of engaging a multigenerational workforce, focus on tailored technology training, flexible scheduling, and open communication. By leveraging the feedback you gather from your employees, you are well-positioned to tap into the strengths of each individual, and foster a cohesive work environment.

To dive deeper into our findings and discover more about creating a fulfilling workplace for all generations, download the full CGA report.

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