Hospitality employers disliked and disrespected

By Becky Paskin

- Last updated on GMT

Related tags: Management

More than half of hospitality workers lack motivation from their employers
More than half of hospitality workers lack motivation from their employers
Hospitality employers have been criticised for the lack of support and motivation they lend to their staff, after research revealed over a third of restaurant, pub and hotel workers don’t respect or even like their manager.

According to a multi-sector survey conducted by ICM and People 1st, hospitality employers were rated the second worst for failing to develop staff careers out of a number of sectors, trumped only by transport services and manufacturing.

Over half of hospitality employees responded that they don’t feel motivated by their superiors - almost 10 per cent more than the national average.

Almost two-thirds of hospitality managers were blamed for not helping their staff develop their careers and skills, while 29 per cent of employees claimed their superiors are too condescending.

Negative effect

It is thought that poor management and communication in the sector is having a negative effect on the economy, resulting in a high staff turnover rate, poor customer service and reduced productivity.

Sharon Glancy, director of People 1st, said effective employee engagement could not only improve job satisfaction and individual performance, but have a positive impact on businesses as a whole.

“It’s critical that companies fully appreciate the impact poor management and communication skills can have on their business, particularly in the run-up to the Olympic Games and other high-profile events,” she said.

“In these tough economic conditions, managers need to have the skills to lead staff effectively in order to deliver exceptional customer service. Loyalty, morale, performance and productivity all suffer when management gets it wrong. For a business to perform consistently well it needs a steady stream of effective leaders. Failing to develop and nurture staff indicates short-term thinking amongst a significant number of managers.”


However the survey found that most employees found their managers to be accessible, with 70 per cent of respondents claiming their managers had provided constructive criticism.

Miles Templeman, director general at The Institute of Directors (IoD), added: “Old authoritarian styles of management are fast becoming obsolete as the findings highlight. Employees expect to be recognised and respected for the contribution they make to their organisation and expect far more from their leaders and managers, particularly during these turbulent economic times.

“Those who succeed very often appreciate the value of their staff and are able to inspire a self-generating machine that takes ownership for their part in driving forward the business by providing an exceptional customer experience.”

Related news

Show more


Two sides of the same coin

Posted by Edward Terry,

Although the survey finds that it is only a proportion of establishments suffer from this label, it has to be said that staff themselves are also part of the problem. As a restaurateur we see a large number of candidates who demonstrate little respect for their employer from day 1. Many can be filtered out in the interview process - those claiming to have lots of experience but clearly demonstrate none or those calling the prospective employer "mate" all the time for example - but some get through the interview process and go on to become a disruptive influence on the team, showing little respect for the customer or their boss - the people who are ultimately paying their salary. Even after attempting to correct the negative behaviour, they still don't care and you have to let them go. Sadly, some then go on to spread rumours about their former employer being a bad boss. It would be interesting to see this survey in reverse - from the perspective of the employer about the employee - and compare the two to get a balanced perspective of the industry.

Report abuse

Hospitality employers disliked and disrespected

Posted by,

I have noticed that training is the one thing that suffers during economic downturns. Not just staff training but manager training as well. Not one manager has the monopoly on all the good ideas; they need to understand the concept of continual development. That also goes for Area Managers, Business development managers, directors etc.

When I became a manager and started to develop my own style I chose to lead from the front, it appears that now, I hear on training courses that we deliver all over the UK, the trend seems to be leading from the office! That will never work.

Other delegates on the courses also comment on the fact that they never have staff meetings. It’s about time managers realised that they are operating retail units. You have to motivate and build your team to be able to generate profit. It wasn’t my wife or I that built a previous pub to “pub of the year” it was the team we developed that won the title for us (and yes we did reward them).

I am lucky enough to be invited to develop some managers in various companies. Part of their development is to understand 10 simple rules of building a business. One of them is to Communicate; if you don’t there is no way your business will move on.

Report abuse


Follow us

Hospitality Guides

View more

Featured Suppliers

All suppliers

Free Email Newsletter

Subscribe to BigHospitality

The trusted industry reference point

Get the latest news & analysis from the UK hospitality sector straight to your inbox!