Boosting employee wellbeing and engagement: Success in hospitality

 

Working in tourism and hospitality can be fast-paced and demanding. Long hours on their feet, irregular shifts, dealing with demanding customers, and managing multiple tasks simultaneously can take a toll on hospitality employees, leading to fatigue and exhaustion. When people are tired or disengaged, they may become less attentive to customers' needs, make mistakes, and experience a decline in their mental and physical health.

To prevent stress, burnout and absenteeism, hospitality employers must prioritise employee engagement and wellbeing. A positive work environment fosters job satisfaction, motivation and loyalty among employees who are more likely to be committed to their work, take ownership of their responsibilities, and go the extra mile to provide excellent customer service. 

In this article, we’ll discuss practical strategies for measuring and improving employee wellbeing and the benefits it can bring to the tourism and hospitality industry. 

Why employee wellbeing and engagement matter in hospitality

Employee engagement is the emotional connection that employees have with their work and the company. According to a survey by the Society for Human Resource Management, 68% of employees who had a positive experience are less likely to consider leaving, resulting in reduced recruitment and training costs. 

Employee well-being refers to an employee’s physical, mental, emotional, and financial health and is directly linked to engagement. Research by Deloitte found that happy, healthy employees are more productive, provide higher-quality service, take fewer sick days, and are less likely to leave their jobs—i.e., happy employees are engaged employees. 

Employee engagement and well-being are especially vital in the hospitality industry, as employees directly impact guest satisfaction and are the face of the company. Gallup found that engaged employees can boost customer satisfaction by 20% and profitability by 10%. 

That’s because engaged employees are more likely to act as brand ambassadors and provide memorable guest experiences, leading to repeat business and customer loyalty.

Singita Kruger National Park, South Africa

Welcome drinks at Singita Kruger National Park, South Africa

 

What does employee wellness entail in the hospitality industry?

Improving employee wellness in the hospitality industry requires a multidimensional approach that includes mental, physical, emotional and financial wellness. 

Strategies can include: 

  • Wellness programmes, such as fitness classes, healthy food options and mental health support. 

  • Flexible scheduling can help employees achieve a better work-life balance, allowing them to spend more time with their family or doing things they love. 

  • Training and development opportunities can make employees feel appreciated and improve job satisfaction, leading to better customer service. 

  • Open, transparent communication from managers who provide a safe space for people to speak up and make suggestions can help employees feel heard and supported. 

  • Enhancing financial security. Research has found that providing resources and education to help employees increase their financial security—beyond fair pay and benefits—can positively impact their engagement and well-being. It gives them peace of mind knowing they can cover an unexpected expense or financial emergency without going into debt. 

  • Creating an inclusive environment that celebrates diversity and encourages employees to bring their whole selves to work can strengthen team bonds and mutual respect. Building a brand based on values of inclusivity, equity, and integrity, with a purpose beyond profit, is good for business, employees, and local communities. 

  • Involving employees in community upliftment through local economic development and volunteering initiatives encourages them to engage with the local community, learn about their needs and discover ways to promote their culture and customs to visitors. 

Measuring employee engagement in hospitality

Gauging employee engagement and wellness in hospitality is critical for understanding what your employees need, measuring their dedication, commitment and motivation to their work and identifying areas for improvement. 

Here are some ways to measure employee wellbeing in hospitality: 

  • Employee surveys: One of the most common approaches for gauging employee well-being is through surveys. They can be anonymous and cover various issues, such as physical and mental health, work-life balance and management support. 

  • Absenteeism and turnover rates: High absenteeism and turnover rates can indicate low employee engagement. Tracking these rates over time can help you to identify patterns. For example, high turnover in housekeeping may suggest poor working conditions and employee mental health. 

  • Safety incidents: Accidents or injuries might be a symptom of low employee well-being because they often occur when employees are tired or unfocused. Tracking safety incidents can help identify areas where safety precautions can be strengthened. 

  • Performance metrics: Measures like sales targets, customer satisfaction scores, and productivity output can indicate employee engagement and a drop in these figures could indicate unhappy staff. 

  • Customer feedback: Feedback from customers provides an indicator of the level of service that staff offer and can help identify areas for development and opportunities for recognition. 

How to improve employee engagement in hospitality

Improving employee engagement in the hospitality industry requires a proactive strategy that includes: 

  • Leadership and management: Effective leadership and management support are essential for creating a positive work workspace and building a strong company culture. Leaders and managers should provide encouragement, recognition and opportunities for growth. 

  • Training and development: Giving employees opportunities to develop new skills or take on additional responsibility can make them feel more supported and engaged in their work. Strategies can include formal or on-the-job training, mentorship, and leadership development programmes. 

  • Regular communication and feedback can help employees feel heard and valued. This can include regular team meetings, one-on-one check-ins and ongoing feedback sessions. 

  • Rewards and recognition: Recognising and rewarding staff can help to create a healthy work environment and promote employee engagement. This can include bonuses, incentives and public recognition for employees who go above and beyond. 

  • Create a healthy, comfortable environment. A dedicated employee lounge where staff can take breaks, eat a healthy lunch and re-energise before their next shift can boost their mood and mindset. 

  • Prioritise emotional wellbeing. Spiritual and emotional well-being are critical components of overall employee health. Offering mental health days, counselling sessions, and access to financial education frees up head space for employees to interact more personally and meaningfully with guests. 

A strong and happy team is the backbone of a successful business. We work with The Long Run members to create the best employee environment possible, embodied in our Community ‘C’, helping to improve and safeguard the business and its people, for the future. 

 
 
 
Estancia Pampa Grande, Argentina

Horse trekking at Estancia Pampa Grande, Argentina

 
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