Hospitality businesses have been hit harder than most during the pandemic. Throw “the Great Resignation” and Brexit into the mix, and hospitality businesses face multiple challenges simply to survive. 

So, how can the hospitality industry apply internal communication and employee engagement best practice to come back stronger? 

What challenges has hospitality faced over the past 18 months?

The pandemic has presented a myriad of challenges to all industries, and hospitality is an extreme example. 

Consumer spending is still 70% below pre-COVID levels. 

81% of hospitality businesses closed during the spring 2020 lockdown, with 54% shutting up shop amid the early 2021 lockdown. And many companies are yet to recover, with turnover still down 25% on 2019. 

Job vacancies have risen by 50,000 since the start of the pandemic, with business owners struggling to find the employees they need to meet consumer demand.  

Some parts of the industry have weathered the storm – for example, UK campsites benefitted from a boom in domestic holidays.  

However, for pubs and nightclubs, the outlook has been bleak – especially since they already faced Brexit-induced staffing issues pre-pandemic. 

Why is internal communication important for hospitality businesses?

I wonder if we should start this section with that quote from Richard Branson about put your employees first and they’ll put your customers first. 

We also need to say in this section that there is proven evidence that engaged employees give better customer service. 70% of the more engaged have a good understanding of customer needs, against only 17% of the disengaged.​ Source: PwC​ but you can probably also find something similar from Gallup. 

Coffee shops, restaurants, pubs, and clubs rely on customer feedback to thrive, whether that’s through word of mouth or online reviews. And a disengaged, disjointed team is unlikely to create the positive customer experience you need to connect with customers and keep them coming back. 

So, internal communication and engagement are your secret weapons in creating a team that enjoys their job and loves serving your customers. 

How can hospitality businesses look to the fundamentals of employee engagement and internal communication to get back on track?  

First of all – no one can engage anyone without communicating with them. 

Let’s take a look at the key examples of internal communications best practice that apply to every industry. 

Create a space where people enjoy working 

It sounds obvious, but is it true for your business? As a business owner, you set the tone and culture, so make sure you’re proud of how your workplace feels and functions for your team. 

Strong workplace cultures begin with clear values. Do your employees feel they can be themselves at work? Do they have the freedom to suggest ideas and be innovative? Can they speak up about issues that make them uncomfortable?  

If the answer to these questions is yes, they’re likely to bring the energy and commitment you need from them into work every day. 

Keep employees informed 

In a thriving and engaged workplace, employees understand what the organisation is trying to achieve and the part they play in working towards this. 

For a hospitality business, you want to create an atmosphere where customers relax and unwind by enjoying wonderful food, drinks, entertainment, and conversation – so communicate to your team what’s happening in the business and what you’re aiming to accomplish together. 

Let them know how the business is performing, the challenges you have, the aspirations you have and keep them feeling well-informed through a regular drumbeat of communication. 

Listen to and recognise your employees 

Communicating effectively with your employees makes them feel their voices are heard, and their work is understood and valued. 

How often do you ask your team what they think or what would make this a better place to work? Do you run surveys, listening groups, 121s, or leadership walkabouts? And if so, do you act on the feedback you they give you? 

Beyond this, how frequently do you recognise your employees’ good work or articulate your appreciation for their commitment, temperament, or efforts?

 Nurture good leaders 

Line managers play a critical role in how your employees feel. Have your line managers received the proper training and support to be excellent leaders? Do they have strong leadership role models within the business? 

Do your leaders understand what you expect from them in terms of methods and frequency of internal communications?  

Aside from formal team meetings and 121’s, do line managers check in on their teams informally and offer multiple ways to reach out and be heard? 

To explore this subject in more detail, check out our previous blogs on how to manage employee communications in a crisis, and tips for internal comms as furlough comes to an end. 

 How to apply internal comms best practice in a hospitality business

So, now we understand the basics of good internal communications, how do we apply these to the hospitality industry?

Communicate face-to-face

We have so many ways to communicate nowadays, but nothing beats looking into the whites of someone’s eyes when it comes to creating meaningful connections.  

In hospitality, many employees are unlikely to have company emails, so face-to-face interaction becomes even more crucial to forming and maintaining mutually beneficial bonds. 

Find the right platform for your team 

When in-person check-ins aren’t possible, it’s important to find the right platform for your team to keep in touch.  

Your line managers should investigate which apps or channels their teams enjoy, then meet employees where they are – whether that’s in a WhatsApp group or on Facebook Workplace. 

When your teams feel comfortable and confident with the method of communication, the relationships you have will thrive and inject enthusiasm and dedication into your business.

Where to find communications support for your hospitality business

 Do the challenges we’ve touched on in this blog resonate with you? If so, you may be wondering where to start creating and implementing a good internal communication strategy. Help is available if you feel you require extra support making this happen in your business, so it’s essential to reach out and access the guidance you need.  

The Enthuse team has the experience and expertise to apply internal communications best practice in every kind of business, and we always collaborate closely with you to ensure your goals and ambitions are achieved.  

Contact us to discuss how we can help your business bounce back by calling 07812 343310 or emailing hello@enthuse-comms.co.uk