Stirring the pot: Modernising hospitality communication

In the fast-paced world of hospitality, seamless operations and employee satisfaction hinge on a single, simple, professional communication platform that effectively separates work from personal life. This article explores the necessity of such a tool, focusing on key features like file sharing, reactions, comments, group chats, and direct messaging to enhance staff engagement and streamline operations.

This topic will be discussed in depth in our inaugural "Mapal’s Food for Thought" podcast. Hosted by our very own Holly Willoughby ~ sorry ~ I mean, Head of Onboarding Manager, Emma Robinson, the conversation with our panel of experts, Ken Ume, Mapal’s Product Marketing Lead, Hanna Kahlert, MIDiA Research’s Media Analyst, and Fiona McCulloch, experienced Hospitality Manager, the conversation demonstrated the growing need for a unified, professional communication platform to enhance engagement without blurring the lines between your staff’s personal and professional lives. 

The blurred lines of current communication tools 

Traditional tools like WhatsApp are widely used in hospitality for their simplicity and instant connectivity. In previous businesses, Fiona explained how staff engagement was managed: ‘We’d have various different WhatsApp group chats – team, projects, maintenance. It felt more personal, just like messaging a friend, and was easy and accessible’. However, this convenience comes at a cost.  

The overlap between work and personal life can lead to burnout and lack of professionalism. 

Thinking back on her own experiences, Emma raised some reservations to this approach: ‘I didn’t quite like the fact that my boss had my personal number and could call or text me whenever they wanted.’ The need for a distinct separation between work and personal communication is clear, especially in an industry where long hours and high stress are the norm. 

Tools which exist outside a secure internal infrastructure are also harder to manage from a safeguarding perspective – if everyone in the org has one another’s personal details and are encouraged to communicate via social applications, where’s the oversight for management? When it comes to issues of correct conduct, how can managers protect staff and ensure the right behaviour? 

A unified platform: The need for simplicity and professionalism 

Thinking about engagement goes beyond just communicating with team members – it's about unifying the business under the same values and ways of working, creating a sense of culture and being able to, from a management perspective, keep track of initiatives, uptake and the engagement with the culture.  

Actually being able to implement this – given the wide array of point solutions currently proliferating the industry – is a bit trickier to conceptualise. Tackling the issue, Ken emphasises the importance of a single, consolidated platform that combines the functionalities of messaging, file sharing and community building.  

‘There will be a move towards a more consolidated messaging platform that also includes the more traditional engagement techniques,’ Ken predicts. Such a platform allows staff to engage in professional conversations, share important documents and collaborate effectively without crossing into personal territory. 

Key features for effective communication 

A successful communication tool for the hospitality industry should include several key features: 

1. File sharing: The ability to share documents and files seamlessly is crucial. Whether it’s updated menus, staff schedules or training materials, easy access and distribution of information are vital for smooth operations. 
2. Reactions and comments: Just as social media platforms use likes and comments to drive engagement, these features can foster a sense of community and recognition within the workplace. ‘Posting exciting news and getting reactions from colleagues makes me feel really engaged and appreciated,’ Emma noted, regarding the positive impact of such interactions. 
3. Group chats and direct messaging: These functions allow for both team-wide communication and private conversations, enabling staff to coordinate efficiently and discreetly address issues as they arise. 
4. Professional boundaries: A platform designed for work ensures that all communications are work-related, preserving personal time, promoting a healthier work-life balance and fostering a respectful work culture 

Building a collaborative culture 

Implementing a professional communication tool not only streamlines operations but also builds a more collaborative and engaged workforce. As Hanna pointed out, ‘There’s a need for more simplicity and comprehensiveness in terms of the platform, especially with the growing trend of hybrid working.’ By fostering a culture of openness and support, operators can enhance employee satisfaction and retention. 

To wrap it up... 

The hospitality industry stands to gain significantly from adopting a unified, professional communication platform.  

By addressing the need for clear boundaries, comprehensive features and ease of use, such a tool can transform the way hospitality teams interact, leading to more engaged, efficient and satisfied staff (and customers, as a result). 

To dive deeper into these insights and hear more from our experts, listen to the full podcast episode, available next week on our YouTube. Fill out our form to be notified when the episode drops. Be sure to follow us on socials, share your thoughts and join the conversation using the hashtag #MapalsFoodForThought.