How Onboarding Can Combat High Turnover in Hospitality
The hospitality industry is notorious for its high employee turnover. It's a constant battle to recruit, hire, and train new staff, only to see them leave within a few months. This revolving door of employees is incredibly costly, impacting everything from your bottom line to the overall guest experience. But there's a powerful weapon in your arsenal: a well-structured and engaging onboarding program.
The Staggering Cost of Constant Turnover
We all know it: losing employees is expensive. Consider the direct costs: advertising, recruitment fees, background checks, initial training. Then there are the indirect costs: lost productivity while new hires get up to speed, the impact on team morale, and the potential for inconsistent service that can damage your reputation. Industry estimates suggest that replacing an employee can cost anywhere from half to twice their annual salary. In a high-turnover industry like hospitality, these costs can quickly spiral out of control.
Creating a Welcoming and Engaging Experience
Traditional onboarding often relies heavily on the trainer’s ability and knowledge—if you’re lucky, you get a good one. But to truly combat turnover, you need to go beyond the basics and create a welcoming and engaging experience that makes new hires feel valued and invested in your company's success.
Leading the Way: The Training Managers Role in Successful Onboarding
For onboarding to be truly effective, the training manager must be actively engaged in the process. This means leading with enthusiasm, clarity, and a genuine commitment to helping new hires succeed. When managers take an interactive, hands-on approach, it not only improves knowledge retention but also enhances trust and motivation. A great trainer doesn’t just deliver information—they create an environment where new team members feel supported and excited to contribute.
First Impressions Matter: Setting the Stage for Success
The first few days and weeks are crucial. Make a positive first impression by ensuring a smooth and organised start. Prepare a welcome package, a clean and organised workspace, and a clear schedule. Introduce them to their team and assign a "buddy" who can answer questions and provide support. Don’t just leave them to it. Ever.
Culture Immersion: Sharing Your Brand's DNA
Hospitality is all about creating a unique and memorable experience. Your onboarding should reflect that! Effectively communicate your brand's values, mission, and culture. Share stories, examples, and interactive activities that bring your brand to life and help new hires understand what makes your establishment special.
Team Introductions and Mentorship: Driving a Sense of Belonging
Introduce new hires to key team members and departments. Facilitate connections and encourage collaboration. A strong sense of belonging is a powerful motivator and can significantly increase employee retention. Consider implementing a mentorship program where experienced employees guide and support new hires.
Clear Expectations and Growth Opportunities: Setting Employees Up for Success
Clearly outline job responsibilities, performance standards, and career development opportunities. When employees understand what's expected of them and see a path for growth, they're more likely to stay and contribute to your business's success.
Investing in Onboarding: An Investment in Your Future
Formalising your onboarding process is an investment, not an expense. A well-structured program can significantly reduce turnover, improve employee performance, and ultimately boost customer satisfaction. By creating a welcoming, engaging, and supportive environment for new hires, you'll not only retain top talent but also build a stronger, more successful hospitality business.
