51% of UK hospitality employees say job demands are now worse than during the peak of COVID 

64% describe their teams as understaffed

26% want a task management tool to make their job easier

Two thirds (66%) of the UK’s hospitality frontline report feeling so exhausted at the end of their shift that they don’t enjoy their time away from work at least once a week.

Unprecedented staff shortages within the hospitality sector have reached record highs, causing nearly half of operators to cut trading hours or capacity to cope, which is estimated to be costing the industry £21bn in lost revenue1.  This situation has been further exacerbated as employers have prioritised evolving to keep meeting customer needs throughout the challenges of the past few years at the expense of frontline employees, reveals exclusive research from YOOBIC, the digital workplace leader, in its 2022 State of the Frontline Employee Experience survey. 

Hospitality workers surveyed describe being short staffed at work (41%) and the high turnover of employees (38%) as two of the biggest challenges they face in their roles.  Overall, 64% of respondents described their teams as understaffed – but increased demands on employees are also widespread.  Over half (51%) of UK hospitality workers describe their job demands and the amount of work they are expected to complete as being worse than the onset of the COVID-19 pandemic.  

Fabrice Haiat, CEO and co-founder of YOOBIC, commented: “The hospitality industry is uniquely impacted by challenges created by operating in the tightest labour market in years.  The successful and memorable hospitality experiences that keep customer coming back are created by the frontline staff delivering them.  From the barista that remembers your coffee order to the maître d’ who ensures you get your favourite table – these are the interpersonal connections that bring the magic to the experience.”

Haiat continues: “There is no easy fix to the challenges facing the UK’s hospitality industry today.  But employers must prioritise investment in improving working conditions to ensure they can retain existing staff, reduce turnover and win the competition for frontline talent in an employee’s market.”

The survey highlights the majority (87%) of hospitality workers want to feel supported by management, but only half (56%) are satisfied with the support they currently receive.  More than a quarter (26%) report wanting access to a task management tool to make their job easier.  

“Our research shows currently just 13% of hospitality workers surveyed have access to a task management tool despite such technology giving employees additional time for tasks which are more personally fulfilling and valuable to the business – like spending time serving customers,” said Haiat. 

For further information and action plans detailing how employers can improve the employee experience and boost retention and productivity, download the latest YOOBIC report