HR Management Solutions for Hospitality
Build HR around shifts that cover breakfast and midnight, and a frontline that changes faster than any other.
Hospitality runs on presence. Front office, housekeeping, kitchen, service, banquets, maintenance and security all have to be staffed to occupancy and covers, and a shortage is visible to the guest immediately.
- Plan
- Hire
- Onboard
- Manage
- Develop
- Perform
- Engage
- Retain
- Exit
- Improve
When HR processes are weak, you may see
- High frontline turnover
- Split-shift and roster complexity
- Seasonal and banquet staffing spikes
- Attendance across departments
- Inconsistent grooming and service standards
- Trainee and steward pipeline gaps
- Overtime and duty-meal disputes
- Casual and outsourced staff with no record
- Supervisor capability gaps
We help hotels, restaurants and food-service businesses build rostering, hiring and service-standard processes that hold through a season.
Who we work with
Adapted to property type, covers, seasonality and how much of the workforce is casual or outsourced.
- Hotels
- Resorts
- Restaurants
- Cafes
- QSR Chains
- Cloud Kitchens
- Catering Companies
- Banquet Halls
- Convention Centres
- Clubs
- Travel Companies
- Tourism Businesses
What the HR system covers
Most businesses take a few of these at a time, in an order decided by what is costing them most. Open any area to see what it includes.
Property and Department Structure
Departments that hand over to each other all day.
What this coversHide
Property and Department Structure
Departments that hand over to each other all day.
What this coversHideGuest-facing
- Front Office
- Reservations
- Guest Relations
- Food and Beverage Service
- Banquets
- Concierge
Back of house
- Kitchen
- Stewarding
- Housekeeping
- Laundry
- Stores
- Purchase
- Maintenance
- Security
- Accounts
- HR
- Property organisation structure
- Department structure
- Duty manager authority
- Reporting lines by shift
- Approval matrix
- Manning norms by occupancy
Rosters and Split Shifts
The hardest rostering problem in any sector.
What this coversHide
Rosters and Split Shifts
The hardest rostering problem in any sector.
What this coversHide- Shift patterns by department
- Split shifts
- Occupancy-linked manning
- Banquet and event staffing
- Weekly off rotation
- Relief and standby
- Overtime sanction
- Duty meals
- Shift swaps
- Roster publishing
- Forecast occupancy
- Manning plan
- Roster
- Approval
- Publish
- Attendance
- Payroll input
Frontline and Kitchen Hiring
Volume hiring with a trainee pipeline behind it.
What this coversHide
Frontline and Kitchen Hiring
Volume hiring with a trainee pipeline behind it.
What this coversHideService and front office
- Front Office Associates
- Guest Relations
- Stewards
- Waiters
- Captains
- Bartenders
- Banquet Staff
Kitchen and support
- Chefs
- Sous Chefs
- Commis
- Kitchen Stewards
- Housekeeping Attendants
- Laundry
- Maintenance
- Security
- Drivers
- Requisition by department
- Trade test and trial shift
- Hotel-school and institute pipeline
- Trainee and apprentice intake
- Document verification
- Medical fitness
- Offer and joining
- Casual staff engagement record
Grooming and Service Standards
Standards that are trained, not assumed.
What this coversHide
Grooming and Service Standards
Standards that are trained, not assumed.
What this coversHide- Grooming standards by department
- Uniform issue and records
- Service sequence standards
- Guest interaction standards
- Complaint handling
- Upselling basics
- Hygiene standards
- Standard briefing routine
- Spot checks and feedback
Attendance, Overtime and Duty Meals
The three things staff dispute most.
What this coversHide
Attendance, Overtime and Duty Meals
The three things staff dispute most.
What this coversHide- Attendance capture
- Split-shift attendance rules
- Late and early marking
- Missed punch regularisation
- Overtime sanction and computation
- Compensatory off
- Duty meal entitlement
- Leave types and balances
- Attendance cut-off
Payroll, Tips and Service Charge
Written rules for shared money.
What this coversHide
Payroll, Tips and Service Charge
Written rules for shared money.
What this coversHideDistribution of tips or service charge is the most common source of unresolved grievance in hospitality. Whatever the policy is, it must be written and applied the same way each period.
- Wage structure by grade
- Shift and night allowance
- Overtime
- Service charge distribution policy where applicable
- Tip handling policy
- Incentives
- Reimbursements
- Advances
- Deductions
- Full-and-final settlement
Seasonal and Casual Staffing
Scaling up for a season without losing the record.
What this coversHide
Seasonal and Casual Staffing
Scaling up for a season without losing the record.
What this coversHide- Seasonal manpower plan
- Casual staff pool
- Engagement records for casual staff
- Rehire list of known performers
- Rapid induction for seasonal intake
- Outsourced manpower oversight
- Demobilisation at season end
- Conversion of good seasonal staff
Performance by Department
Measures a hospitality team recognises.
What this coversHide
Performance by Department
Measures a hospitality team recognises.
What this coversHideFront office and service
- Guest feedback scores
- Complaint count
- Check-in time
- Upsell performance
- Attendance
- Grooming compliance
- Training completion
Kitchen and housekeeping
- Food cost adherence
- Wastage
- Hygiene audit score
- Room cleaning time
- Room audit score
- Breakage
- Safety observance
Training and Supervisor Development
Stewards become captains; captains become managers.
What this coversHide
Training and Supervisor Development
Stewards become captains; captains become managers.
What this coversHide- Induction
- Department-specific training
- Service and hygiene training
- Guest handling and complaint recovery
- Language and communication
- Supervisor development
- Rostering skills for supervisors
- Feedback conversations
- Fire and safety training
- Training records
Attrition and Retention
The highest-turnover frontline in any sector.
What this coversHide
Attrition and Retention
The highest-turnover frontline in any sector.
What this coversHide- Attrition by department and grade
- First-90-day attrition
- Supervisor-wise turnover
- Seasonal vs permanent attrition
- Exit reasons
- Stay interviews
- Career path from steward upward
- Accommodation and transport factors
- Retention actions
Hospitality HR Dashboard
Manning against occupancy, every day.
What this coversHide
Hospitality HR Dashboard
Manning against occupancy, every day.
What this coversHide- Headcount by department
- Manning vs occupancy
- Roster coverage
- Attendance and absenteeism
- Overtime hours and cost
- Casual staff deployed
- Vacancies and ageing
- Attrition by department
- Guest-feedback linked measures
- Training completion
- Employee cost as share of revenue
Hospitality HR maturity assessment
Each area is scored on the same five-level scale, so management can see where HR stands today and what to improve first.
Request a hospitality HR audit- 1
No defined process
Activities happen differently each time.
- 2
Informal, person dependent
Processes exist but depend heavily on individual employees.
- 3
Documented
Processes and responsibilities are written down.
- 4
Implemented and measured
Processes are followed and performance is measured.
- 5
Automated and continuously improved
Technology-enabled, measured and improved deliberately.
What you receive
Depending on the engagement. Scope and sequence are agreed after the audit.
- HR Audit
- HR Gap Analysis
- HR Improvement Roadmap
- Organisation Structure
- Manpower Plan
- Job Descriptions
- KRA and KPI Framework
- Competency Framework
- Recruitment Process
- Onboarding Framework
- Attendance and Leave Process
- Performance Management System
- Training Framework
- Employee Engagement Framework
- Retention Plan
- HR Policy Manual
- Employee Handbook
- HR SOPs
- HR Forms
- HR Templates
- HR Calendar
- HR Dashboard
- HR MIS
- HR Automation Roadmap
- HRMS Implementation Framework
Our HR transformation approach
- 1
Assess
Understand the business, its workforce, current processes and HR challenges.
- 2
Identify gaps
Find the missing, weak, inconsistent or person-dependent processes.
- 3
Design
Create the structure, processes, policies, SOPs, dashboards and systems needed.
- 4
Implement
Help HR and department managers actually adopt the new system.
- 5
Automate
Digitise repetitive and approval-based workflows where it is worth doing.
- 6
Measure
Track hiring, attendance, employee cost, performance, training and attrition.
- 7
Improve
Strengthen the people-management system continuously, not once.
Build an HR function that supports guest experience
A strong hospitality HR function helps the property:
- Staff to occupancy
- Reduce frontline turnover
- Fill seasonal spikes without chaos
- Hold service and grooming standards
- Settle overtime and tips without dispute
- Develop supervisors
- Keep records for casual staff
- Cut replacement hiring time
- See manning and cost daily
- Support new properties and outlets
Build a better HR system for your property
Whether you run a single restaurant or a group of properties, we can help build rostering, hiring and service-standard processes that hold through the season.
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