Solving the Employee Scheduling Puzzle in Uncertain Times

The hospitality industry – food, beverage and hotels, in particular – has always experienced fluctuating demand. Peak travel is seasonal in many locations and the decision to dine out can depend on everything from the weather to world events. As anyone in the hospitality industry knows, this can pose a big challenge when it comes to scheduling employees. This is especially important as restaurant sales are forecast to top $1 trillion for the first time in history, and the nation’s second-largest private sector employer is on track to add 200,000 jobs, pushing total employment to 15.7 million people, according to the National Restaurant Association.

More than two-thirds of hotels continue to experience staffing shortages, according to the American Hotel and Lodging Association. And, while restaurant hiring has increased over the past few years, labor retention is a pain point for restaurants. 

Managers struggling to fill shifts, employees experiencing stress and pressure due to overscheduling, under scheduling, or last-minute shift changes, vocal customers sharing their views on service changes, and staff shortages… it’s no wonder those in the hospitality industry are exhausted. In fact, 62 percent of hospitality workers report experiencing burnout due to unpredictable scheduling, according to a recent study published in the Journal of Hospitality Management. 

Workers experiencing scheduling instability have reported: 

• Psychological distress including depression and anxiety
• Sleep disturbances
• Unhappiness

Strained employees experiencing high levels of stress lead to decreased productivity and higher turnover for businesses. High levels of stress and unpredictability around scheduling also affect the health and well-being of managers. At least 60 percent of managers report feeling more burned out leading up to their peak seasons. 

What can be done to improve the situation for hospitality workers and businesses? 

Embrace Innovative Solutions to Make Scheduling More Efficient 

Modern technology has transformed many other aspects of our lives, such as grocery shopping, but the hospitality industry has historically been slower to adopt technology. Transitioning from using spreadsheets and manually calling workers to coordinate schedule changes to embracing shift scheduling software can improve the lives of workers, managers, and business owners.

Shift scheduling software allows managers to easily oversee time off, shift switches and team availability. There are even apps that incorporate shift trading between employees and that increase employee communication and collaboration. 

Software and apps can also streamline scheduling processes and adapt to dynamic demand. Managers save significant time building schedules, employees are empowered, and workplaces become more efficient and profitable. Apps with point-of-sale integrations can also dramatically improve scheduling forecasting and predictability.

When hospitality business owners adopt scheduling apps, they have reported benefits ranging from saving hours of time every week that were previously utilized creating schedules, significant cost savings by reducing overtime expenses and even clearing the way for greater business growth. 

Champion Flexibility

Instead of imposing last-minute schedule changes and repeatedly asking staff to “step up” in the face of changing demand, emphasize the importance of allowing them to maintain the desired flexible schedules that fit their needs and lifestyles. 

Companies that offer flexible scheduling options have shown a 25 percent decrease in employee turnover rates, according to a study conducted by the National Restaurant Association. Flexible scheduling options help to lower stress, mitigate burnout and enhance job satisfaction and employers and employees report higher levels of satisfaction.

By offering flexible scheduling, managers determine what the schedule requires based on customer traffic and other factors. Instead of assigning specific shifts, employees choose the days and times that best fit their schedules and can trade shifts with others, as needed. 

Businesses that have implemented flexible scheduling report better employee retention, happier employees, fewer missed shifts, and increased productivity. When taking employee availability into consideration upfront, there are no surprises, and when changes need to be made, these changes can be all managed through the app without the employer needing to step in each time.

Flexible scheduling is also an attractive perk to recruit new employees as well as a tool to retain current workers. 

Realizing the Benefits of Adaptable, Responsive Scheduling Practices 

According to a recent report by Deloitte, restaurants and hotels can increase revenue by up to 15 percent by optimizing scheduling practices. The benefits to the bottom line are clear, but equally beneficial are operational efficiency, customer satisfaction, and, most importantly, alleviating hospitality employee burnout. 

So, step away from the scheduling spreadsheets and explore innovative solutions that allow your organization to prioritize the well-being of both management and hourly workers. Take the first step toward improving employee scheduling and reducing burnout by exploring the latest technology solutions available in the market today. 

About the Author

Kavitha Radhakrishnan is Chief Product Officer of When I Work, a leading shift-based workforce management software company used by more than 200,000 workplaces worldwide.