How to prepare frontline workers for theft, human trafficking, burnout and other daily challenges impacting hospitality operations
The hospitality industry continues to face various challenges impacting daily operations for many frontline workers, and it's important that companies are proactively promoting the proper training to prepare workers to handle these difficult situations. The rise in theft and customer violence across the United States, accounting for $100 million annually in hotel losses/shrinkage, a lack of training on how to identify potential human trafficking and growing employee burnout rates stand out as critical areas that need immediate attention from employers.
As companies across the industry search for the best ways to address these significant concerns, solutions begin with implementing comprehensive awareness and training strategies to ensure the well-being of guests and workers. Let's discuss these three challenges, their impact on the operational landscape and where companies and employees can make a difference.
Tackling theft and customer violence with proper training
Theft and customer violence are major issues impacting many industries, with retail and hospitality at the top of the list. Often required to work alone or in isolated areas for long periods, hospitality workers understandably won’t feel safe in the workplace if they haven’t received proper training from their employers. From petty theft of hotel amenities like robes and toiletries to concerning cases of physical violence directed at hotel staff, employers must implement security measures and evolving training programs that help foster a culture of safety.
Frontline hospitality employees who often are the first to respond to escalating customer situations can't be expected to effectively, or safely, handle conflict without the proper training. Comprehensive conflict resolution and de-escalation training are essential to mitigate theft and customer violence. This training should include tips and best practices for defusing situations and how to approach and report potential theft while prioritizing the safety of the people involved, other guests in the hotel and staff members.
Hotels should also create training specific to their location. Whether a seasonal or full-time worker, ensuring all employees have the proper hotel process training can help them address internal and customer conflicts. Topics like check-out processes, how to deal with room damage and the process for handling and reporting theft are just a few of the topics that hotel workers need to know to provide better customer service and deal with challenging guests. Establishing clear and open communication channels will also encourage employees to voice concerns and appropriately report incidents, which is crucial in creating a secure and supportive work environment for hotel staff.
Combating human trafficking by promoting a culture of awareness
As of January 2023, the U.S. Department of State estimated that 27.6 million people are currently victims of global human trafficking, and nearly 75% of victims report staying or entering hotels or motels during this time. Despite a growing volume of legislation in states like Texas and Virginia that now require hotels to introduce special trafficking courses to all staff, data from my company, Axonify, recently revealed that more than half (56%) of hospitality managers are not aware of current state-specific laws. Nearly two-thirds (63%) of managers also admit they are not training their staff on ways to identify potential trafficking incidents today.
Due to the easy access and transitory nature of hotel visits, they are, unfortunately, prime locations for human trafficking incidents. This means hospitality workers can play a crucial role in identifying and assisting trafficking victims, but their overall effectiveness in combating these situations comes down to their knowledge, skills and training. Starting with increasing associate awareness, managers must become well-acquainted with state and local regulations, and follow them accordingly. Managers should then prioritize discussions with staff about how these regulations impact current hotel procedures and training. Taking an active role in learning and initiating these conversations with workers is one of the best ways to promote a culture of awareness among staff.
Next comes building a comprehensive training program that includes situation training with real-life scenarios, group sessions that increase trust among workers and managers and developing continuous, up-to-date content that promotes knowledge retention while addressing changing crime tactics, ensuring workers are prepared for any scenario.
Mitigating employee burnout with a supportive working environment
Long and irregular working hours, high-stress environments and inadequate support systems and training all contribute to burnout within the hospitality industry, which is a major contributing factor to a nearly 74% employee turnover rate, according to The Bureau of Labor Statistics (BLS).
To help limit and prevent burnout, hospitality employers must prioritize the well-being of employees. This begins with fostering open communication and instituting feedback channels, to unlock valuable insights from current staff about any problems and concerns they might have. Companies should also empower workers to handle situations with confidence by providing the right training programs and then actively and regularly checking in with staff about what other skills they’re most interested in developing. Cross-training methods can help re-engage employees who are looking for more versatility beyond repetitive daily tasks. Cross-training workers in various aspects of overall hotel operations allows people to take on new roles, keeping them motivated and learning new skills.
Other ways to limit workplace burnout include providing access to mental health resources and offering continuous opportunities for professional development and advancement. All of these tactics will allow companies to foster a collaborative work environment where employees’ physical and emotional safety are visibly valued, creating a resilient and engaged team.
Conclusion
It's no secret the hospitality industry is an essential contributor to the global economy. However, to continue providing a positive impact, the industry must address daily operational challenges, including theft and customer violence, human trafficking and employee burnout. By implementing robust security measures and training, raising awareness around human trafficking and prioritizing employee well-being, the industry can work to improve the operational landscape and thrive for years to come.
About Axonify
Axonify is the proven frontline enablement solution that gives employees everything they need to learn, connect and get things done. It starts with brain science and AI to drive knowledge retention through bite-sized microlearning and daily intelligent reinforcement. Embedded two-way communication and feedback ensure your staff is engaged and informed, no matter the scale of your organization and guided task management shows employees exactly how to put their training to use, every single day. With an industry-leading 80% user engagement rate, companies use Axonify to deliver next-level CX, higher sales, improved workplace safety and lower turnover. Axonify enables over 3.5 million frontline workers in 160+ countries, with over 250 customers including Lowe's, Kroger, Walmart and Citizens Bank. Founded in 2011, Axonify is headquartered in Waterloo, ON Canada. For more information, visit axonify.com.
