The Frontline Gap: Insights for Hospitality

Frontline workers are the backbone of every industry. In hospitality, they’re the people who deliver exceptional experiences for guests and visitors: from the restaurant employees who ensure great service, to the concierge and front-of-house staff who make people feel welcome and cared for, to the event staff and setup crew who keep operations running smoothly.

But despite being vital members of the team, many frontline hospitality employees are experiencing a “Frontline Gap”. This is the significant divide between desk and non-desk employees that causes frontline workers to feel disengaged, disempowered, and disconnected from the company they work for. In fact, almost half of frontline hospitality workers feel less valued than their desk-based counterparts.

Here's a sneak peek at our findings:

• 49% of all frontline hospitality workers say their company cares more about office workers than them
• 17% feel they’re rarely or never recognized for their work
• 52% feel they have a bigger impact than their office colleagues, but aren’t recognized for it
• 39% say their company doesn’t care about them as a person
• Only 13% are certain their company culture applies to them

So what can you do to close the frontline gap in hospitality? Download the full Hospitality Frontline Gap Report to learn more.