Admin restricting customer-facing activity

Admin restricting customer-facing activity

Over a quarter of hospitality operations spend nearly one day a week on administration, stopping them from spending more time on customer facing activity.

A new survey has revealed that the average time that respondents said they or their team spent on admin was 5.49 hours a week – 14.42% said it was between seven and eight hours a week, and a further 14.88% said that it was more than one day.

If this could be reduced by two hours a week, they would choose to devote more resource to focusing on guest experience (56%), training staff (44%), engaging front-of-house staff (28%) and driving customer loyalty (23%).

The survey, commissioned by Access Hospitality, took a snapshot of opinion from across the hospitality industry on attitudes towards business in 2019 and the measures being implemented to deliver improved customer and staff experience to stimulate growth. It included 217 responses from hotel, pub, bar and restaurant businesses through to food-to-go outlets and conference venues.