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2019 Hospitality Benchmark


"Employees seeing positive change happen based on their feedback is the top driver of employee engagement."

Summary:

The hospitality benchmark is made up of companies with large numbers of frontline, hourly service role employees. The benchmark consists of global and nationally based companies.

Anatomy of the benchmark:

Response rate:

  • 77% average response rate across all companies
  • Bottom quartile (25th percentile) was 66% participation
  • Top quartile (75th percentile) was 90% participation

Sub industries:

  • Hospitality
  • Leisure, Travel & Tourism

Distribution by sub-region:

  • North America: 61%
  • Europe: 17%
  • Oceania: 15%
  • Asia: 2%

Glassdoor ratings:

We have connected the employee feedback data with ratings for each company included in the benchmark to provide the below insights.

  • 3.2/5 stars average overall company rating
  • 61% average CEO approval
  • 58% average recommend to friend

Key Insights and Data for the People Geeks!

How engaged are employees in Hospitality?

Insight: Employees in Hospitality tend to be more engaged than employees in other regions. Higher engagement scores across Hospitality are primarily a function of greater intention to remain at the organization over the longer-term.

Hospitality-EngByInd.png

 

Hospitality employee engagement scores by percentile

If you are interested in the spread of employee engagement ratings, below are the engagement scores by percentile.

Bottom quartile (25th percentile) 62%
Median (50th percentile) 72%
Top quartile (75th percentile) 78%

What has the biggest impact on employee engagement in Hospitality?

Insight: Learning and development and leadership communicating a motivating vision have the largest impact on employee engagement. We also find that the scores on these topics are generally more favorable in our Hospitality Benchmark compared globally.

Hospitality-_drivers.png

Questions included and excluded:

Engagement Questions Excluded: The following questions did not have enough responses to be included in this generation this year.

  • I have been provided an opportunity to see and discuss recent employee survey results
  • My manager, or someone else, has communicated some clear actions based on recent employee survey results
  • I have seen positive changes taking place based on recent employee survey results
  • Most people here make a good effort to consult other staff where appropriate
  • We have enough autonomy to perform our jobs effectively
  • At %ACCOUNT_NAME% we act on promising new or innovative ideas
  • %ACCOUNT_NAME%'s commitment to social responsibility (e.g. community support, sustainability, etc.) is genuine
  • We are genuinely supported if we choose to make use of flexible working arrangements
  • I am able to arrange time out from work when I need to

Learn more

Gain a deeper understanding of what makes our benchmarks special and learn more about how we calculate our Industry benchmarks here.



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