Service with a Struggle: What Hospitality Can Teach Us About Supporting Frontline Teams

Frontline workers make up over half the global workforce, yet they’re often left out of the conversation when it comes to communication, development, and engagement strategies. They operate in a different reality: no desk, no email, no patience for disconnected leadership.

We’re sharing stark research: only 37% of frontline workers feel a strong sense of belonging, they’re 50% less likely to recommend their employer to family and friends and twice as likely to leave, and only 30% of them look forward to going to work. When it comes to hospitality workers, twice as many feel they’re not paid fairly compared to their non-frontline peers.

Ouch.

This session unpacks why traditional HR and comms strategies fall short for the frontline, and we’re shining a light on hospitality. What does it really take to reach, activate, support, and keep this critical workforce? We’ll explore modern engagement tactics that actually work, the role of tech in closing the gap, and how better communication drives performance, retention, and happiness.

If you manage, support, or depend on a frontline team, this conversation is mission critical. If you’re trying to make hospitality more hospitable for your own workforce, you definitely found your people.

What You'll Learn:

In this 60-minute session, you will discover:

• Common challenges for the frontline
• The role of communication and technology for consistency and personalization
• How to empower managers to communicate for good
• Everyday ways to build a culture of transparency and communication.