WorkJam, a leading digital frontline workplace, has announced the results of new research revealing the critical challenges facing the UK hospitality industry in managing its frontline workforce. The survey data highlights the urgent need for hospitality organisations to enhance their technical capabilities and broaden the use of digital tools to improve employee engagement, retention and customer experience.
The study found that 99% of hospitality organisations agree that employee experience has a direct and tangible impact on strengthening customer experience, with over 80% also acknowledging that employee experience impacts the bottom line. At the same time, however, the majority of organisations aren’t providing the flexibility that contributes to a great employee experience – just 20% of hospitality organisations provide employees with flexible pay options, while only 21% offer shift-swap scheduling.
The survey also sheds light on substantial gaps in technical capabilities within the hospitality sector, with nearly 70% of respondents reporting that their organisations lack the necessary tools for flexible scheduling and efficient workforce management. Almost 80% concede that current processes for managing frontline staff need improvement, with the same amount stating their organisations should invest more in technology to support frontline workers.
Survey respondents were also asked about the challenges posed by the new Employment Rights Bill, which is expected to come into force by 2026. Over a third (35%) said they do not fully understand the implications of the bill, with the minimum wage clause (39%) and ban on zero hours contracts (36%) posing the biggest challenge for hospitality businesses.
“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 associated cost savings to an enhanced customer experience.”
To help address these challenges, WorkJam recently announced a partnership with DailyPay to deliver earned wage access, enabling frontline workers to access wages as they earn them, bringing essential financial flexibility to the hospitality sector – at no cost to the organisation. The collaboration is designed to help companies create a more connected, motivated workforce while simplifying how employees manage their earnings and time. This is delivered via WorkJam’s unified ‘one app’ approach, which integrates scheduling, communication, task management and financial tools. With the WorkJam app, everything your frontline needs to successfully do their jobs is available in their pocket, allowing organisations to provide the ultimate employee experience.