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2021 was the year of resilient operations management.

Frontline. noun “The most advanced, responsible, or visible position in a field or activity.”

That definition is an accurate description of your company’s most influential people: frontline employees. They’re on the ground, leading the charge, and have the most interaction with your customers.

How many percent of your frontline workers are receiving corporate communication directly and in an instant? 

Typically, this mobile workforce is often left unattended and, as a result, is left feeling disconnected from the company. Only 13% of them are engaged at work. As a result, they’re more likely to leave for another company with a more inclusive approach and a digital workplace.

It’s important to understand why frontline employees need to be included in your business strategies.

Companies have changed the way they do business.

A rigid hierarchy that restricted the flow of information and negatively impacted employee communications used to be the norm. Communication between employees and their supervisors was often limited, and organizational transparency was practically nonexistent.

In Singapore staff attrition rates are rather high and employee engagement is rather low when compared to our neighboring countries.

According to the Ministry of Manpower attrition rates are the highest (> 40%) in sectors that are also characterized by a high share of Non-Desk Employees like F&B and Hospitality.

These Non-Desk Employees, also referred to as frontline employees, significantly impact a company's success. Especially since they are the people that interact with your customers and guests most frequently.

Creating an internal communications culture across multiple properties can be hard. The same is true for managing hotel operations across a diversified portfolio. It can be tough to know how to blend these various cultures and brand identities on the local level while ensuring organization-wide alignment.

How can hospitality property managers bridge the multi-location cultural divide, and ensure smooth hotel operations?

One of the biggest operational challenges faced by companies with a large percentage of frontline workers is high turnover rates.

When your workplace becomes a revolving door of new staff members, your bottom line starts to struggle. Constantly having to recruit and train new employees gets expensive. Very expensive.

There are a number of reasons why turnover rates are so high among frontline workers. Here are just a few.