Frontline workforce management for transportation, hospitality, and services has been saved
Perspectives
Frontline workforce management for transportation, hospitality, and services
Improving employee performance and engagement
In the era of digital transformation, when advances in technology are disrupting work, jobs, organizations, and in some cases whole industries, the unique needs of frontline workers of the world are often overlooked. Learn how the transportation, hospitality, and services industry can better manage, engage, and equip its frontline workers to drive positive business outcomes—and create sustainable advantage.
Prioritizing human performance
Frontline workers are the backbone of the transportation, hospitality, and services (THS) sector, driving customer interactions and guest experiences daily while also delivering critical services designed to enable business operations. These workers are essential to both individual companies’ operations and the functioning of the global economy. But because this hourly, often entry-level workforce is prone to high turnover, frontline talent can take a back seat to longer-term, salaried workers in the organizational strategy.
Our 2024 Global Human Capital Trends research highlights opportunities for a more productive path forward, based on the simple observation that when people thrive, business thrives. Three of these trends—the importance of trust and transparency; the need for a new approach to measuring worker performance; and the importance of leadership to worker well-being—are particularly relevant to THS organizations, according to our quantitative and qualitative insights. Each underscores the human and business value of enhancing the frontline worker experience and thereby strengthening customer relationships. Together, the trends form a roadmap for targeted transformation as THS organizations consider their strategies in 2024 and beyond.
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Trust and transparency
Frontline workers can make or break the customer experience, and dissatisfied workers are unlikely to deliver top-notch service. But greater trust can create meaningful improvements: When they know their organization delivers on expectations, employees are 2.9 times more likely to go above and beyond.
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Measuring performance
As artificial intelligence and other technologies replace some repetitive tasks that previously served as indicators of productivity, organizations can focus instead on human-centered, creative metrics—those that drive customer experience or brand loyalty, for example.
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Worker well-being
To engage frontline workers, leaders should look beyond pay to consider other benefits and ways to support the frontline workforce. Employees who believe that their organization genuinely cares about their experience and well-being are four times as likely to feel motivated to work.
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Elevating the frontline workforce experience
Frontline workers far outnumber knowledge workers. Yet in the era of digital transformation, the frontline workers of the world have been largely ignored. Explore our latest insights designed to help transportation, hospitality and services industry companies elevate the frontline worker experience and empower their workforce with the technology, tools, and resources to succeed.
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