How to Collect Employee Feedback in Hospitality to Boost Employee Satisfaction and Performance

Scheduling Issues

Why It Matters

Collecting feedback about scheduling ensures that employees are satisfied with their work hours and helps identify any issues affecting job satisfaction and retention.

Use Case Example

When monitoring key metrics for a store, one employee indicated a very low score for job satisfaction and mentioned, “Management is okay, it would be better if they listened to our scheduling availability better.” The manager followed up, discovered that the employee’s availability had changed, and adjusted the schedule to provide more hours, resulting in increased employee satisfaction.

Sample Questions to Ask

• “Are you receiving the number of hours you expected each week?”
• “Do you feel your current schedule allows for a good work-life balance?”
• “Is there anything we can do to improve your scheduling?”

Benefits

• Improved employee satisfaction
• Reduced turnover
• Enhanced scheduling efficiency

Career Progression

Why It Matters

Understanding employees’ career ambitions helps identify opportunities to promote high-performing team members, fostering loyalty and growth within the company.

Use Case Example

One beta client implemented touchpoints tailored by job role to ask team members about their desire to progress. This uncovered hidden talent and aspirations, ensuring that team members felt heard and valued.

Sample Question to Ask Employees 

• “Do you see opportunities for career advancement within our company?”
• “What skills or training would help you achieve your career goals?”
• “How satisfied are you with the current opportunities for career progression?”

Benefits

• Increased employee retention
• Identification of potential leaders
• Enhanced employee engagement

Manager Feedback

Why It Matters

Gathering insights on manager performance helps pinpoint and address issues at specific locations, improving overall management effectiveness.

Use Case Example

A large franchisee group built a framework to tie touchpoints to critical categories, creating a scorecard to monitor trends and performance in communication and culture for their general managers.

Sample Questions to Ask

• “How would you rate the communication from your general manager?”
• “How often does your manager provide constructive feedback?”
• “Do you feel comfortable approaching your manager with concerns?”

Benefits

• Improved management practices
• Enhanced employee-manager relationships
• Better workplace communication

Menu Ideas and Feedback

Why It Matters

Collecting feedback on menu items allows frontline teams to share their ideas and suggestions, leading to improved offerings and increased customer satisfaction.

Use Case Example

Several beta clients used touchpoints to create forums for their frontline teams to share menu feedback and ideas.

Sample Questions to Ask

• “What menu items do you think should be improved or removed?”
• “Do you have any new menu ideas that you believe our customers would love?”
• “How do customers typically react to our current menu items?”

Benefits

• Innovation in menu offerings
• Increased customer satisfaction
• Employee involvement in decision-making

Operational Challenges

Why It Matters

Feedback on operational challenges helps identify and address issues that may lead to job dissatisfaction and affect overall efficiency.

Use Case Example

An employee reported, “It could have been better. We had no degreaser and very few mops among other things.” This kind of feedback allows operators to quickly address and resolve operational issues.

Sample Questions to Ask

• “Are there any tools or resources that you need to do your job effectively?”
• “What operational challenges do you face regularly?”
• “How can we improve the efficiency of your daily tasks?”

Benefits

• Improved operational efficiency
• Enhanced job satisfaction
• Reduced operational bottlenecks

Location-Specific Issues

Why It Matters

Collecting feedback about specific managers or locations helps operators identify and address localized problems that might affect employee satisfaction and performance.

Use Case Example

An employee mentioned, “The manager never had me properly trained, and I don’t get any hours to work. The location I work at is chaos. No structure, no communication.” The manager quickly moved the employee to a different restaurant, where the employee had a much better experience. 

Sample Questions to Ask

• “Do you feel adequately trained for your role?”
• “How would you rate the communication at your current location?”
• “Is there anything specific that would improve your experience at this location?”

Benefits

• Improved training practices
• Better communication at specific locations
• Enhanced employee satisfaction

New Hire Feedback

Why It Matters

The first 90 days of employment are crucial for both the employee and the employer. This period is often where new hires decide if they see a future with the company. By collecting feedback during this time, operators can identify and address issues early, reduce turnover, and create a supportive environment that encourages new hires to stay and grow. Structured feedback during this critical period helps identify and resolve potential issues early, ensuring a smoother transition and greater job satisfaction for new employees.

Sample Questions to Ask 

• “How was your first day? Were you welcomed and made to feel part of the team?”
• “What challenges have you faced in your first month?”
• “Are there any aspects of the job that you find particularly difficult or frustrating?”

Benefits

• Reduced early turnover/Increased long-term retention
• Enhanced employee support and satisfaction
• Improved onboarding process

By leveraging structured feedback mechanisms, operators can uncover hidden insights, address issues early, and foster a culture of continuous improvement. Each type of feedback provides valuable information that can enhance employee satisfaction and boost overall performance. By making feedback collection an integral part of daily operations, hospitality operators will be empowered to meet the needs of their employees, ultimately leading to a better employee and guest experience.