By: Denis Sheehan, Publisher, H&C News
As hospitality set about reopening in April a shortage of people available for work was immediately evident, government Brexit policy had excluded circa 355,000 non UK nationals from working in hospitality. Replacing them has continued to be a problem as growing vacancies since reopening’s restart to date has proved. Vacancies currently are at the 200,000 plus level and continue to grow.
At the same time reopening initiated, travel restrictions pointed to increased demand in staycations as people were unable and/or unwilling to countenance holidaying outside UK borders.
The boost in staycations promised hospitality businesses a similar boost to their revenues, but a shortage of people has limited that with many unable to trade as they would want to.
Now, with many new recruits on the front line of service delivery, another problem has raised its head, frustrated customers.
Cornwall’s tourism body Visit Cornwall estimates circa 30,000 more than a season’s normal footfall of 180,000 holidaymakers have travelled to the county so far since reopening began.
Hospitality businesses across Cornwall are reporting that amongst the busiest season many can remember presenting itself, people shortages and more recently food shortages are limiting their ability to meet demand. More concerning are the growing number of reports that customers frustrated with limited service are taking those frustrations out on the people trying to serve them.
In many instances new recruits find themselves on the front line of abuse and restaurants, pubs and cafes in Cornwall are reporting people leaving their new roles as a consequence, compounding the problem.
The behaviour of some customers fails to factor any understanding of the issues that their new found freedoms stem from. Just like them. hospitality has been in semi or full hibernation for the past 18 months. People are doing their best, if service is taking longer, if menus offer fewer options, if their overall experience is less than it was 18 months ago, that is purely as a consequence of needing to adjust and adapt to a post pandemic world.
As we request customers adopt more patience to avoid fueling their own and hospitality’s problems, we also request government to ease immigration and provide visas for non UK nationals to return to contributing to the UK economy.
Hospitality apprenticeships role in addressing our people and skills shortage
News from the hospitality and catering industry is also being featured extensively in our Facebook and twitter social media accounts with the opportunity to engage with others in hospitality and share your views.
Hospitality & Catering News: Call on customers to curb venting frustration on hospitality’s fragile front of house. – 21 August 2021 – Call on customers to curb venting frustration on hospitality’s fragile front of house.
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