From the Frontlines: A Conversation with Matt Lowerre on Employee Burnout

In this series, Harri is highlighting members of our team who are up to big things and have big insights into the hospitality industry. This week we have Matt Lowerre, Account Executive at Harri. We discuss employee burnout in the hospitality industry and the importance of team feedback.

Thank you for joining us. Employee burnout is a huge problem for hospitality businesses. What do you think are some contributing factors?

Schedule satisfaction is one of the top reasons employees leave their jobs. Shifts that are 12-16 hours long are tough on workers to begin with and are not uncommon, especially with COVID. We see so many last-minute call-ins or schedule changes, it’s not an ideal situation for employees which is why burnout is huge for these folks.

What are steps restaurant operators can take to avoid burnout?

There needs to be a conversation and employers need to understand the cause of burnout. Otherwise, there will be reverberating effects. The COVID vaccine won’t fix hospitality’s problems as easily as flipping a light switch. People are going to be hesitant about rejoining hospitality, and managers need to put their best foot forward.

Great point there! Any other advice towards boosting employee morale?

Focus on labor compliance. Compliance won’t get easier, what with Fair Workweek predictive scheduling laws and the new administration coming in January, we can expect changes in the future. But since these laws are geared towards employees, compliance will result in higher team satisfaction and less burnout. 

Employees need schedules to plan their lives — just think if they have kids going to school in a hybrid remote environment, or if they’re planning a quarantine. It all comes back to the schedule, and these laws help create schedules that work for both parties. Embracing compliance will create stronger internal relationships.

Operational changes aren’t easy or cheap. How can employers get started making these changes?

Employers need to utilize a tech solution to capture feedback in real-time, as well as create a clear line of communication to address problems that may cause burnout. But tech success is more than just a tech installation. It’s a team effort across the executive suite and you need to ask the right questions.