The hospitality industry is one of the most demanding sectors to manage. High staff turnover, seasonal recruitment, changing legislation and the need to deliver an exceptional customer experience every day all place significant pressure on employers.
At The HR Booth, we have been providing HR support for hospitality businesses for over 14 years. During that time, we have worked with hotels, restaurants, cafés, bars and leisure businesses across the UK, helping them navigate the challenges that come with managing large and diverse teams.
One of our longest-standing hospitality clients has been with us for over 11 years, and their journey demonstrates the value of having a trusted HR partner that grows alongside your business.
The Challenge
When the client first approached us, they employed around 200 people and required ongoing HR support to ensure their people processes were consistent, compliant and fit for a growing business.
Like many hospitality employers, they were dealing with:
- High volumes of recruitment
- Keeping employment contracts and policies up to date
- Managing employee relations issues
- Supporting managers with day-to-day HR challenges
- Maintaining consistency across a large workforce
Rather than recruiting an in-house HR team, they wanted an experienced partner who could become an extension of their business.
Our HR Support for Hospitality Businesses
We began by reviewing and updating their core HR documentation, including employment contracts, policies and procedures, ensuring everything reflected current employment law and best practice.
As the relationship developed, our support expanded to cover almost every aspect of the employee lifecycle.
Recruitment Support
Recruitment has always been a key challenge within hospitality, particularly when hiring for multiple vacancies at once.
We supported the business by:
- Advertising a high volume of vacancies
- Screening applications
- Arranging interviews
- Managing recruitment campaigns during particularly busy periods
- Taking ownership of the recruitment process whenever additional support was needed
This allowed managers to remain focused on running the business while we managed the recruitment administration behind the scenes.
Day-to-Day HR Advice
Over the last 11 years, we have provided practical, commercial advice whenever HR issues have arisen.
Our support has included:
- Absence management
- Performance management
- Disciplinary processes
- Grievances
- AWOL cases
- Maternity support
- Employee relations advice
- Support during periods of organisational change
Because we understand the business, our advice is tailored to their culture, workforce and operational needs rather than relying on generic guidance.
Management Training and Development
Strong managers are essential within hospitality, where teams often work under pressure and customer expectations are high.
Over the years we have delivered training and workshops to help managers develop the confidence and skills needed to manage people effectively, handle difficult conversations and create a positive working environment.
Investing in managers has helped create greater consistency across the business while improving employee experience.
Becoming an Extension of Their Team
One of the biggest advantages of a long-term HR partnership is familiarity.
Over the past 11 years, both our team and the client’s team have grown considerably. Throughout that time, we have remained a trusted extension of their business.
Rather than contacting a call centre or explaining their business to someone new each time, they have access to experienced HR professionals who understand how they operate, their culture and the challenges they face.
This enables us to provide fast, practical advice whenever they need it.
Preparing for Future Employment Law Changes
Hospitality businesses continue to face significant employment law changes, particularly as further provisions of the Employment Rights Act are introduced.
We are currently working closely with many of our hospitality clients, to prepare for the changes expected in 2027.
These include new requirements around:
- Providing reasonable notice of shifts
- Compensation where qualifying shifts are cancelled, moved or shortened
- Improved workforce planning and scheduling
Forward planning is becoming increasingly important, particularly for businesses that rely on seasonal workers, flexible staffing arrangements and variable shift patterns.
By preparing early, employers can reduce risk, remain compliant and minimise disruption to their operations.
The Results
Our partnership has evolved significantly over the past 11 years.
What began as general HR support has developed into a long-term strategic relationship covering recruitment, employee relations, management training and ongoing HR advice.
Having consistent HR support has enabled the business to focus on delivering an excellent customer experience, knowing they have experienced professionals available whenever HR challenges arise.
Looking for HR Support for Your Hospitality Business?
Whether you operate a hotel, restaurant, café, leisure venue or another hospitality business, having access to experienced HR professionals can save time, reduce risk and help you build a stronger workplace.
At The HR Booth, we become an extension of your team, providing practical HR support, recruitment assistance, management training and employment law advice tailored to the hospitality sector.
If you’re looking for reliable HR support for hospitality, we’d be happy to discuss how we can help your business.
