The 5 Pillars of a Future-Proof Retention Strategy

Balancing exceptional, consistent guest service while keeping positions filled has always been a challenge in hospitality. In the wake of Covid, these challenges are exacerbated by many workers turning to the gig economy and remote industries over traditional restaurant and hotel roles. Now, the competition for talent isn’t just between restaurants and hotels; it’s with industries that offer more flexible working options.

So the challenge is not only finding new employees but keeping the ones you have. And if you’re lucky enough to have someone with hospitality DNA, you should do whatever it takes to keep them. It’s challenging, yet achievable. Harri research shows when it comes to retention, there are four critical components to frontline worker satisfaction:

  1. Being paid fairly
  2. Having great benefits
  3. Having a supportive manager
  4. A company with a supportive culture

A solid retention strategy ensures the four critical components of worker satisfaction are met. If the critical components to worker satisfaction are a four-lane bridge, guiding staff from mere employment to genuine satisfaction, the lanes must be supported with a solid foundation. The foundation is anchored by five pillars – flexibility, development, experience, well-being, and technology.

Pillar #1: Flexibility - The First Lane of Your Retention Bridge

Balancing fair and flexible scheduling in hospitality is an art. With dynamic planning tech tools, managers can accommodate a bartender dealing with a family emergency or a hostess wanting to take time off for a special event. When employees have confidence in their work-life balance, they’re more inclined to deliver outstanding service.

Beyond scheduling, flexibility extends to financial empowerment. Offering earned wage access, or on-demand pay, grants employees control over their finances. Additionally, shift differential pay offers managers more flexibility in how they can incentivize employees to pick up shifts that are harder to fill. Offering on-demand pay and shift differentials is simplified with Harri’s Frontline Experience platform, which equips managers with more tools to help retain staff.

Pillar #2: Development - Strengthening the Bridge’s Foundation

Empower employees with tools for self-driven training and development. When training is interactive and accessible directly on an employee’s mobile device, they learn at their own pace, ensuring they are well-prepared and confident in their roles. This confidence and preparedness translate to a more customer-focused experience. By automating training tasks, managers have the time to nurture their teams more effectively. 

Consider encouraging managers to schedule regular one-on-ones: this drastically reduces turnover rates by providing much-needed employee support. The risks of employees not feeling supported by managers can be serious – the Frontline Worker Report found that unsupported employees are four times more likely to quit.

Pillar #3: Experience - The Heart of the Bridge

Prioritize the architects of customer experience: your employees. The best operators are actively prioritizing strategies to enhance the employee experience, recognizing that perfecting the employee journey starts with recruitment. The initial 90 days are pivotal. During this time, nailing onboarding, providing comprehensive training, and maintaining consistent communication are vital. Perfecting the first 90 days can boost retention, reduce labor costs, and increase revenue.

It’s not just about fair pay; consistent engagement and rewards play a significant role in retaining staff. Integrated employee experience systems automate reminders for birthdays and anniversaries, and provide a personal touch to the employee experience.

Pillar #4: Well-being - The Bridge’s Safety Rails

In an industry as mentally and physically demanding as hospitality, employee well-being needs to be put at the top of the agenda. Regular check-ins, combined with implicit and explicit feedback, offer insights into employee sentiments. Simple tech solutions decode behaviors and preferences. Observing patterns like punctuality or preferred shifts can guide strategies to enhance individual well-being.

Well-being initiatives should absolutely focus on the individual. Additionally, there are ways to focus on well-being for your team as a whole. Find ways to foster a sense of community and inclusion so that everyone feels like they belong.

Pillar #5: Technology - The Bridge’s Modern Infrastructure

Harri research shows a direct correlation between access to technology and retention. Tech tools foster communication, making employees feel connected and valued, as well as giving them the opportunity to give feedback and celebrate successes. Streamlined processes reduce administrative tasks, allowing teams to focus on guests, and maintain a healthy work/life balance: a server should not need to show up on her day off to check a schedule when technology can simplify and optimize the process.

Automation in HR processes, from payroll to performance reviews, ensures efficiency and accuracy, freeing managers to focus on strategic growth. Integrated tech ecosystems, where HR tools communicate with systems like point of sale (POS), offer insights to optimize staffing needs. Feedback platforms, facilitated by technology, create an open environment, allowing employees to voice opinions and suggestions. By embracing these technological advancements, establishments not only streamline operations but also showcase a commitment to their employees’ growth and well-being.

Key takeaways

Fair pay, great benefits, supportive managers, and a nurturing culture are essential for retaining frontline staff. 

Foundation and Flexibility
Smart scheduling and flexible pay options cater to the evolving demands of frontline workers.

Development and Experience

Empower employees with tech-driven training and prioritize their experience from recruitment through their entire journey.

Tech-powered retention

Prioritize employee well-being with regular check-ins and feedback. Utilize technology to simplify tasks, and enhance efficiency, and boost employee satisfaction and retention.

Consider these pillars as the foundation of a  future-proof retention strategy. By understanding and implementing them, you’re not only ensuring the longevity of your team but also fostering an environment where they thrive. 

Learn how to dive into the world of innovative workforce solutions with Harri and transform your retention strategy.

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