Hospitality Staff Facing Burnout and Low Tips: Axonify Survey Highlights Industry Woes

Waterloo, ON, 22 August 2024 – The hospitality industry is experiencing a perfect storm of challenges, with frontline managers grappling with staff burnout, outdated training, and declining tips, according to a new survey by Axonify.

The survey, conducted among 500 US hospitality frontline managers, reveals a worrying picture of staff morale and engagement. Almost half (47%) of managers reported experiencing burnout, while a significant 68% said their teams also voiced similar concerns. Alarmingly, 64% of managers admitted that employees had left their roles due to burnout.

"The hospitality sector has endured a turbulent decade, facing headwinds from economic factors like worker shortages and rising living costs," commented Carol Leaman, CEO and Co-Founder of Axonify. "Our findings underscore the urgent need for businesses to embrace modern and agile training methods that equip staff with the knowledge and skills to thrive in their roles, while simultaneously maintaining their motivation and engagement."

The survey identified several key factors contributing to increased burnout among hospitality staff. These included high stress levels (73%), understaffing (70%), long working hours (67%), volatile and demanding customers (53%), lack of stress management support (52%), and evolving customer expectations (52%). Adding to these pressures, over half (54%) of frontline managers reported that their companies did not offer training programmes related to mental health and well-being.

The study further revealed that falling tips are causing significant frustration amongst hospitality workers. A substantial 61% of managers reported observing a decline in average tips this year. This trend is leading to a range of negative consequences, including workers quitting (49%), leaving early (47%), experiencing emotional outbursts (46%), and venting their frustrations on social media (41%).

Axonify's survey also highlighted the need for more robust training programmes within the hospitality sector. Over a third (38%) of managers admitted that they and their staff frequently encountered situations they felt unprepared to handle. Furthermore, 19% of managers confessed that their company's current training programmes were ineffective in keeping employees engaged and motivated.

To create a more positive and lasting learning experience for hospitality staff, employers are urged to prioritise training programmes that boost employee engagement. This is a sentiment shared by 17% of managers who believe that more engaged workers would have the most positive impact on overall staff well-being.

Further findings from Axonify's 2024 frontline hospitality survey indicate:

Over half (54%) of frontline hospitality managers believe that "unskilling" – the reduction or elimination of job skills due to technological advancements – is occurring within the industry.

Despite the challenges, a significant proportion (66%) remain optimistic about the future of the hospitality industry in terms of workforce satisfaction and stability.

Almost half (48%) of frontline hospitality managers reported having to ask a guest to leave or ban them from returning within the past year due to their mistreatment of staff.

Over a quarter (28%) expressed concerns that they and their teams are unable to meet current customer expectations.

On average, managers ranked "labour shortages/lack of talent/overworked staff" as the most significant challenge negatively impacting the hospitality industry.

"These findings clearly show that traditional training and employee engagement strategies are no longer sufficient," asserted Leaman. "Companies need to reimagine how they train and support their frontline teams. A shift towards dynamic, continuous learning programmes is essential to stay ahead of the ever-evolving nature of industries like hospitality. At Axonify, we're dedicated to empowering frontline workforces with the tools and resources they need to meet the demands of their jobs and customers, while also thriving in their roles and remaining actively engaged."

For further insights from Axonify's survey, visit [https://axonify.com/blog/hospitality-survey/](https://axonify.com/blog/hospitality-survey/).

Survey methodology: Axonify surveyed 500 frontline hospitality managers over the age of 18 in the US using the online insights platform Pollfish. This survey was completed in Q3 2024.

About Axonify

Axonify is the proven frontline enablement solution providing employees with everything they need to learn, connect and achieve their goals. Leveraging brain science and AI, Axonify drives knowledge retention through bite-sized microlearning and daily intelligent reinforcement. Embedded two-way communication and feedback ensure staff engagement and knowledge retention, regardless of organisation size. Guided task management helps employees translate their training into practical application on a daily basis. With an industry-leading 80% user engagement rate, companies utilise Axonify to deliver exceptional customer experiences, increase sales, improve workplace safety, and reduce turnover. Axonify empowers over 3.5 million frontline workers across 160+ countries, serving over 250 clients, including Lowe's, Kroger, Walmart, and Citizens Bank. Founded in 2011, Axonify is headquartered in Waterloo, ON, Canada. For more information, visit axonify.com.

Media Contact:

SHIFT Communications for Axonify

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SOURCE Axonify