The UK hospitality sector is facing challenges regarding the management of its frontline workforce due to outdated practices, according to WorkJam research.
Outdated workforce management practices and insufficient digital solutions are contributing to these shortcomings. Nearly 70 percent of respondents admitted that their organisations lack tools for flexible scheduling and efficient workforce management, while almost 80 percent acknowledged a need for improvement in these areas.
The research found that while an overwhelming 99 percent of hospitality organisations recognise the direct link between employee experience and customer satisfaction, and over 80 percent acknowledging its impact on financial performance, only 20 percent of businesses currently provide flexible pay options, and just 21 percent offer shift-swap scheduling to employees.
Technology Gaps and Legislative Concerns
The research also highlighted concerns about the sector’s preparedness for upcoming regulatory changes under the Employment Rights Bill, expected to be enacted by 2026. Over a third (35%) of respondents admitted to not fully understanding the implications of the Bill, particularly its provisions on minimum wage compliance (39%) and the ban on zero-hours contracts (36%).
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“The disconnect between effective, tech-led workforce management, frontline employee experience and operational efficiencies is a serious problem, especially as organisations are already grappling with a multitude of internal and external economic pressures,” said Mark Williams, Managing Director EMEA at WorkJam.
“Add to this the challenges presented by legislative changes, and the hospitality sector faces an urgent need to improve their technical capabilities and empower their workforce. Get this right, and businesses can deliver significant employee, customer and business benefits, ranging from improved employee retention, and the assosicated cost savings, to an enhanced customer experience.”
Alessandra Pacelli is a journalist and author contributing to HRreview, where she covers topics including labour market trends, employment costs, and workplace issues.
- Alessandra Pacelli
- Alessandra Pacelli
- Alessandra Pacelli
- Alessandra Pacelli
