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Hospitality (Northern America) 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.

  • Emerging

    Benchmark status

We consider this an emerging benchmark: it has enough data available for us to use bootstrapping to create a representative sample. As the sample grows in size, some scores may slightly change. Our research has shown that our bootstrapped scores are consistent with our standard benchmarks. Read more about the methodology.

Data provided by Culture Amp

Industry breakdown

  • Hospitality

    67%

  • Leisure, Travel & Tourism

    29%

  • Events Services

    4%

Included countries

  • Canada
  • United States

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.

76% of Hospitality (Northern America) employees are engaged

This is in the top 9% compared with the overall average.


The average eNPS score for organizations in this benchmark is 35 and is in the top 4% compared with the overall average.

Understanding the engagement questions

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

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

76%

7% above global average

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

69%

6% above global average

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

87%

5% 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]

89%

3% above global average

The highest scoring question for Hospitality Northern America had 93% of People agreeing that they know what they need to do to be successful in their role (+8% compared to overall) while they were generally most positive about Work & Life Blend.


People in Hospitality Northern America 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 25% of people disagreeing (+2% above average).

How long do people stay?

In the short term, 18% of people in this benchmark are thinking of or actually seeking jobs elsewhere (-2% compared to overall) while on a longer time frame, 12% of people see themselves leaving within two years (+0% 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

I have confidence in the leaders at [Company]

77% favorable

Leadership
2

I believe there are good career opportunities for me at [Company]

72% favorable

Learning & Development
3

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

65% 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

3.6 stars (-0.3)

Work Life Balance

3.35 stars (-0.4)

Compensation and Benefits

3.5 stars (-0.1)

Career Opportunities

3.45 stars (-0.1)

Recommend to Friend

67.0% (-4)

CEO Approval

84.0% (+0)

Are staff empowered with results?

Organizations in the Hospitality (Northern America) 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 (Northern America)


    7%



  • How does Hospitality (Northern America) compare?

    People in Hospitality Northern America were much more positive than average regarding Action, Feedback & Recognition, and Decision Making.


    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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