Recruiting Employees Can Be Challenging in Post COVID-19 Economy

One of the largest problems the hospitality industry has in its recovery efforts after COVID is the re-hiring process. Many are quick to blame the problem on the money supplies for those on unemployment and the level of laziness it has incurred. For some, that may be true. The majority of the problem, however, has actually been found to be from two more unlikely sources.

The Problem

Schools were hit the quickest, the hardest, and the longest by the pandemic. By ripple effect, all working parents of school-age children were hit to various degrees. Mostly, the mothers. “Around 10 million U.S. mothers living with their own school-age children were not actively working in January — 1.4 million more than during the same month last year,” according to new U.S. Census Bureau data. This was mainly due to the fact that they had to provide care for the children that needed care and school help during distance learning. With no specific promises of schools returning to normal after this summer break, many mothers are putting off returning to work indefinitely.

Also, many Baby Boomers have decided enough is enough. They have been working most of their lives and after dealing with the pandemic crisis, a good majority are deciding to retire. Since February 2020, the number of retired Boomers has increased by about 1.1 million according to this article. That not only reduces the workforce numbers in general, but it also cuts out a significant number of qualified and experienced workers. This means more training and support will be needed in the workplace and those who would usually provide that training and support will not be there to provide it.

Between these two factors, businesses looking to return to 100% workload will be lucky to have access to 50-75% of workers to complete that workload – especially in all levels of the hospitality industry. This will require companies to get inventive about their hiring processes and to be diligent about monitoring the new hires (and even return hires) they employ.

This article by The Restaurant Practice Leaders defines how it is important to “identify ways to use tech to optimize and support the makeup of your current team, automate tasks that don’t require the human touch, gather data to make better decisions, fix broken aspects of the candidate experience, more intelligently assess and prioritize candidates, and implement “COVID-19-friendly” solutions such as assessments and video interviewing capabilities.” It also talks about how some companies like YumBrands! (Taco Bell, Pizza Hut, KFC, Habit Grill, etc.), are providing funding for education and investing in skills training to empower employees.

Two-Step Solution

Companies who want to gain the advantage during the rehiring spree will need to implement a two-step approach for their employment methods. The first is to ask your new team how safe they feel, how confident they feel in their training, and how prepared they feel in their positions. The trick will be to provide the employees with a safe method of airing their feelings about these questions. Internal Audits through a third-party company are the easiest, most cost-effective, and most reliable way of gathering this important information.

Secondly, companies must ask their customers how they feel the new and returning employees are doing. Using a mystery shopping company has been a proven method for gaining valuable information from those who will be affected most by the rehiring period. Ask those visiting your locations whether the employees have the knowledge they need, if the employees are implementing your step-of-service properly, and if the customers feel they were given appropriate levels of customer service.

Using a company that specializes in two-fold data collection processes, like MSI, will not only help you gather this necessary information, but will also help you dive into the data to find the right steps to correct any identified areas of need of improvement.

10 Customer Loyalty Statistics Every Business Needs To Know

Loyal Customers Are Key

Spending more money on building customer loyalty is more critical than spending money on marketing. That is not speculation, it is proven fact! Companies who focus their attention on current customers, like business giant Amazon, will be the ones who succeed in the long run. Take a look at the following ten statistics if you have any doubts:

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3 Tips for Developing Talent to Maximize Revenue

As a manager or owner of a company, how do you know that your team members are doing everything they can to give your customers the best experience, every single time they come into your store or business? Have you ensured that your staff are effectively trained and have you implemented proper monitoring procedures to hold them accountable? If you answered no to either question, it might surprise you to learn that companies who increase their training budgets see increases in their profit margins as high as 24% (Business Training Experts).

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Stop Missing Your Steps of Service

Does your company have steps of service? Silly question, right? OF COURSE, you have steps of service. From a one-man operation to a huge conglomerate with a myriad of employees, you must have specific steps taken with each patron in order to for your business model to work. Even resellers, B2B businesses, and other companies that do not directly sell a widget have set procedures and processes that are essential to the sales process.

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Who Invented Mystery Shopping?

Mystery shopping was far from an overnight sensation. In fact, it took over forty years to grow from the seed of an idea into the thriving multi-million dollar industry it has become.

The business was started by iconic entrepreneurs such as JW Marriott and his wife, Alice. Fun fact – rather than starting in the theme park or hotel business, the Marriott’s first business was a small A&W stand that they later renamed the Hot Shoppe when they expanded their menu to include Mexican food items. In their humble beginnings, Marriott and his wife actually began doing their own form of mystery shopping, long before the idea became a business.


Employees at any of the restaurants the Marriott’s owned could expect the unexpected. Continue reading

Are Your Employees Stealing?

Employee Theft is a tough subject. As we find ourselves on (hopefully) the tail-end of the COVID-19 pandemic, its important to remember that even typically honest employees may steal under dire circumstances, such as a global pandemic. A study on Employee Theft, conducted by Forensic Pathways, found that 10% of employees will always steal, 10% will never steal, and the remaining 80% will steal under the right circumstances.

COVID-19 has created a sense of financial instability for just about everyone in the Unites States. Even for those who were not laid off, or furloughed, from their jobs may be directly connected to many who were. Two income households may have been reduced to one. Many people have taken in children, parents, or other family members who are struggling. Everyone is feeling the strain.

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Why Responding to Reviews is Critical

According to, a staggering 94% of consumers admitted that a bad review convinced them to avoid a business! A single bad review can negatively affect your business, but that does not mean there is nothing you can do about it. In fact, 45% of consumers stated that they were MORE likely to visit a business that responded to any negative reviews. Continue reading

Lessons from Amazon: Focusing on Experience

From the beginning, Jeff Bezos knew analyzing customer experiences was one of the most important aspects to his start-up company. According to Forbes, the founder and CEO of Amazon invested 100 times more money into investigating customer experience online than he did in advertising! In a time in which barely half of companies were investing in User Experience (UX) Audits, Bezos utilized the opportunity to become a leader in online sales by understanding what most companies were neglecting. He continued his UX search by looking into the difference of experiences when using a desktop versus a mobile browser and/or mobile app, making sure that no matter how a customer utilized the shopping giant, they walked away with a good experience. Continue reading

Reputation Management Made Easy

Word of mouth is no longer family, friends, and co-workers. It is word of internet – hundreds of strangers giving their opinions based often on a single experience. So many reviews nowadays include references to “been going there for many years but never will again” based on one bad experience. The years of good experiences were never documented or reviewed, but that one bad one will forever be hanging out there in the world of the web. The good news is, diligent Reputation Management can help offset any negative information being passed around. Continue reading