PERSONNEL SERVICE
Modern workforce management technology means better scheduling and forecasting, as well as allowing employees to take ownership of their roles. Elly Earls finds out what the future holds for staffing management
Sponsor’s comment: Access
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With net migration expected to shrink once the UK has left the EU, the hospitality sector is likely to be impacted significantly and operators must strengthen their approach to workforce management, as this will structure the shape and success of their business. How their business is
portrayed, how they recruit, onboard and manage their team will determine whether they become an employer of choice for a diminishing and more selective workforce. Recruitment and retention are just too important to leave to chance, but technology has the tools to get things right first time. Access People lets hospitality
operators run an effective and engaged workforce while reducing general administration, allowing them to focus on delivering great customer experiences. As one component of a suite of solutions, from reservations, ticketing, EPoS, HR, financial, purchase to pay and property maintenance processes, Access Hospitality has the right technology platforms to help your business thrive.
20 | Technology Prospectus 2020
he basics of staffing and HR haven’t changed. A well-trained, motivated member of staff who is given appropri-
ate recognition and remuneration for their work is essential to the smooth running of any business. The way the hospitality sector responds to them, however, is having to. With 30% of their customer and employee base falling into Generation Z and a further 30% millennials, it’s become more and more important for hospitality businesses to make technology central to their HR and staffing operations, replicating the consumer-facing technology their staff use in their everyday lives. This trend is only going in one direction. “It’s
likely that generational changes will continue to widen and emerging generations will have even greater influence on their environment, thanks to their familiarity with technology,” says Access Hospitality managing director Henry Seddon. “With information at their fingertips and a constant stream of communication avail- able through different mediums, technology is having to evolve, and evolve quickly, to meet their expectations.” But that isn’t the only reason for hospitality
operators to invest in workforce management technology. As the National Minimum Wage and National Living Wage continue to increase and the government starts to implement more measures to reform the labour market as part of its ‘Good Work Plan’, organisations are con- stantly seeking ways to improve productivity and efficiency. Forecasting and scheduling systems, more and more of which are auto- mated, thanks to leaps in artificial intelligence and machine learning technology, can play a crucial role in achieving this. As Neil Pickering, manager of industry and customer insights in EMEA for work- force management software provider Kronos, summarises: “With staff costs representing the largest expense for most hospitality busi-
nesses, using people resources efficiently and effectively is vital. It’s no longer good enough to simply track and pay people for the work they complete. Increasing legislation, ris- ing costs and changing consumer demand means businesses must take full advantage of new technologies that can automate processes, ensuring compliance and driving profitability.”
HAPPY STAFF ARE LONG-TERM STAFF In a survey conducted by Access Hospitality in association with The Caterer earlier this year, 26% of operators said employee churn was a key con- cern in 2019, with staff training and engage- ment ranking in their top five focus areas. In addition, a little over 50% of respondents
to Access’s survey said they intended to invest in employee engagement as the main way to strengthen customer loyalty. It makes sense. Not only do happy, engaged staff stay longer at a business, reducing turn- over and the associated costs – which range from recruitment advertising to onboarding, induction and training – they deliver a better customer experience. Key to keeping staff engaged, Seddon says, is allowing them to manage their own interaction with the business, which is why Access Hospi- tality has developed a series of easy-to-use mod- ules that provide clarity across the business and empower staff to take ownership of their role.
www.thecaterer.com
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