Hospitality is one of the most dynamic industries, brimming with energy, charm, and, let’s be honest, more chaos than a kitchen during dinner service. Yet behind the smiles of concierge staff and the clinking of glasses at the bar, there’s a persistent challenge that keeps business owners tossing and turning at night: workforce costs.

Managing workforce expenses isn’t new, but future-proofing them? Now that’s a game-changer. With inflation spiking like a soufflé in an overheated oven, labour shortages becoming more common than a misplaced room key, and automation creeping into kitchens faster than food critics, it’s time for hospitality businesses to rethink their approach.

On a timely note, employers are also preparing for National Insurance rises in April, which will further add pressure to workforce costs. With these factors in mind, it’s more critical than ever to adopt a strategic approach to future-proofing your people strategy.

The Cost Conundrum in Hospitality: What’s keeping you up at night?
Hospitality workforce costs are notoriously tricky to manage. Why? Because it’s not just about paying wages; it’s about juggling seasonal fluctuations, training, and dreaded overtime hours. Let’s not forget the rising minimum wage requirements, which often feel like a hangover after a big event — inevitable and painful.

Many hotel and restaurant owners are grappling with balancing labour supply and demand. Pre-pandemic, filling vacancies was as easy as booking a room during off-peak season. Post-pandemic? Good luck finding staff without offering perks that would make corporate executives envious.

But there’s a silver lining. With some clever planning and a willingness to embrace technology, you can future-proof your workforce costs and avoid unwanted surprises.

1. Embrace technology, but keep the human touch
Yes, AI and automation are here to stay. You’ve likely already seen self-check-in kiosks or robotic waiters making headlines. These tools help reduce reliance on human labour, cut down waiting times, and improve efficiency. However, there’s a catch – hospitality is built on human interaction. The key is to strike a balance.

Let machines handle mundane tasks like bookings, billing, and inventory management. But when it comes to personalised service, such as that warm smile and that perfectly timed room service delivery, humans remain irreplaceable. Investing in tech may seem costly upfront, but it’s a long-term saving strategy. It cuts down on repetitive tasks and allows your staff to focus on what really matters: enhancing guest experiences.

2. Flexible Staffing Models: The Game of Numbers
Rather than relying on a permanent workforce, many businesses are turning to flexible staffing models. Hiring seasonal workers, gig workers, or partnering with staffing agencies allows you to adjust your workforce size based on demand. For instance, you don’t need a full team of chefs during the lull in January. Instead, scale up during peak seasons and scale down when things quieten.

Additionally, cross-training your staff can work wonders. A bartender who can also serve as a maître d’ during busy hours? That’s two roles for the price of one salary.

3. Retain your top talent, it’s cheaper than recruiting
Hiring new staff is expensive — advertising, interviewing, onboarding, training — it all adds up. The easiest way to future-proof workforce costs? Keep the talent you already have. Here’s where workplace culture and benefits come into play. Competitive pay is important, but employees are increasingly valuing work-life balance, mental health support, and career growth opportunities.

A small investment in employee wellness programmes or training courses can go a long way in reducing your turnover rate.

4. Data is your secret weapon
You don’t need to be a numbers nerd to understand the importance of data-driven decision-making. By tracking staff productivity, customer demand, and operational costs, you can make more informed choices. For example, if your hotel sees a surge of bookings every Friday evening, why not adjust staffing schedules accordingly?

Predictive scheduling tools can help forecast busy periods and ensure you’re never understaffed (or overstaffed). The beauty of data is that it eliminates guesswork. Insights drive efficiency, and efficiency cuts costs.

5. Don’t underestimate employee satisfaction
Remember, your staff aren’t just expenses on a profit and loss statement — they’re brand ambassadors. A happy employee can turn a mediocre experience into a memorable one for your guests. Investing in staff incentives, such as bonus schemes, recognition programmes, or even extra days off, can motivate your team to go the extra mile.

A little appreciation can lead to higher productivity and customer satisfaction — ultimately boosting your bottom line.

6. Future-proofing is an ongoing process
Future-proofing workforce costs isn’t about cutting corners; it’s about working smarter, not harder. Embrace technology, adopt flexible staffing models, and, most importantly, invest in your people. The hospitality industry is all about experiences, and your workforce is at the heart of creating those. So, while you might be tempted to save a few pounds by reducing headcount, remember this: guests come for the service, but they return for the experience. And it’s your workforce that delivers it.

In the ever-evolving hospitality landscape, the smartest investment you can make is in future-proofing your people strategy. After all, happy staff equal happy guests — and happy guests mean repeat bookings and better profit margins. Cheers to that!