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Hospitality 2020

The hospitality benchmark is made up of companies with large numbers of frontline, hourly service role employees. The benchmark consists of global and nationally based companies.

  • ~1.4m

    Questions answered
    in last 12 months

  • /
  • ~45

    Organizations

These insights represent ~1.4m questions answered from ~45 organizations, ranging in size from 50 to 5,500 people, in the last 12 months.

The data meet our criteria as being robust and reliable; unlikely to substantially change over time; and representative of the wider industry. Read more about the methodology.

Data provided by Culture Amp

Industry breakdown

  • Hospitality

    54%

  • Leisure, Travel & Tourism

    32%

  • Events Services

    10%

  • Airlines/Aviation

    5%

Region breakdown

  • North America

    66%

  • Europe

    22%

  • Oceania

    9%

  • Asia

    1%

  • South America

    1%

  • MEA

    1%

Are employees committed to their organizations?

Engaged people are emotionally committed to their organization. These people stay at their organizations longer and are more productive and effective. Successful organizations have more engaged employees.

74% of Hospitality employees are engaged

This is in the top 9% compared with other industries.


The average eNPS score for organizations in this benchmark is 30 and is in the top 8% compared with other industries.

Understanding the engagement questions

Engagement is defined through these five industry-standard questions from Culture Amp’s engagement survey template.

I see myself still working at [Company] in two years' time

68%

5% above global average

[Company] motivates me to go beyond what I would in a similar role elsewhere

73%

4% above global average

I rarely think about looking for a job at another company

58%

3% above global average

I am proud to work for [Company]

88%

2% above global average

I would recommend [Company] as a great place to work

84%

2% above global average

The highest scoring question for Hospitality had 90% of People agreeing that they know what they need to do to be successful in their role (+5% compared to overall) while they were generally most positive about Work & Life Blend.


People in Hospitality were generally least favourable about Action, and were most negative towards 'I believe my total compensation (base salary+any bonuses+benefits+equity) is fair, relative to similar roles at other companies' with 27% of people disagreeing (+4% above average).

Which questions matter the most?

Different things are important to different cultures. If you want to make more of your people engaged then you need to know what is important your people. These questions are most important to keeping people engaged in Hospitality organizations.

1

[Company] really allows us to make a positive difference

72% favorable


The factor this relates most closely to is Social Connection

Which questions matter the most?

Different things are important to different cultures. If you want to make more of your people engaged then you need to know what is important your people. These questions are most important to keeping people engaged in Hospitality organizations.

1

[Company] really allows us to make a positive difference

72% favorable

Social Connection
2

The leaders at [Company] have communicated a vision that motivates me

66% favorable

Leadership
3

I have confidence in the leaders at [Company]

77% favorable

Leadership
4

I believe action will take place as a result of this survey

64% favorable

Action
5

We acknowledge people who deliver outstanding service here

72% favorable

Service & Quality Focus

How long do people stay?

In the short term, 19% of people in this benchmark are thinking of or actually seeking jobs elsewhere (-1% compared to overall) while on a longer time frame, 11% of people see themselves leaving within two years (-1% compared to overall).

The following questions had the biggest impact on whether individuals felt that they were planning to stay at their organization and not actively looking for alternative jobs.

1

[Company] really allows us to make a positive difference

72% favorable

Social Connection
2

I have seen positive changes taking place based on recent employee survey results

60% favorable

Action
3

I believe action will take place as a result of this survey

64% favorable

Action
Average Glassdoor ratings

We’ve connected the employee feedback data for each company included in the benchmark with ratings from Glassdoor.com, which is one of the world’s largest job and recruiting sites combined with a growing database of company reviews, CEO approval ratings and more.

Overall Rating

3.65 stars (-0.1)

Culture and Values

3.75 stars (-0.1)

Work Life Balance

3.45 stars (-0.3)

Compensation and Benefits

3.5 stars (-0.1)

Career Opportunities

3.4 stars (-0.1)

Recommend to Friend

72.0% (+1)

CEO Approval

84.0% (+0)

Are staff empowered with results?

Organizations in the Hospitality benchmark on average gave 7% of employees access to reports with their survey results. This is below the overall average of 10% and demonstrates that organizations in this benchmark are more likely to share via offline and traditional formats.

An interesting reference point is that the average proportion of managers in organizations is 12-15%, with some industries higher than others (New Tech was closer to 20%).



  • Global average


    10%

  • Hospitality


    7%



  • How does Hospitality compare?

    People in Hospitality were much more positive than average regarding Action, Feedback & Recognition, and Service & Quality Focus.


    On the lower side, People in Hospitality had much lower favorable scores than average in Voice.

    What are organizations focussing on?

    Below are the most common areas that organizations in Hospitality choose to take action on using the Culture Amp platform. Actions varied from changing or iterating on an All Hands meeting, introducing new skip level 1:1s, to introducing an organizational transparency report.

    1

    I have confidence in the leaders at [Company]

    77% favorable

    Leadership
    2

    I receive appropriate recognition for good work at [Company]

    68% favorable

    Feedback & Recognition
    3

    The leaders at [Company] have communicated a vision that motivates me

    66% favorable

    Leadership

    Insights data provided by Culture Amp. For a complete overview of 2021 Insights (Culture Amp Platform benchmarks) visit the Culture Amp Support Guide.

    What makes Insights special? Gain a deeper understanding of how they work.

    Learn more about Insights with Culture Amp’s benchmarks

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