HospitalityEnable your frontline workers to do their best work Office 365 Enterprise K1

Challenges for frontline workers in hospitality

Technology is often limited and outdatedMultiple fragmented tools inefficient for hotels & restaurant workers

Communication and collaboration is inconsistent Difficult to deliver service excellence to guests and customers

Engagement is uneven across the organization Hospitality workers feel disconnected from the team and company

Turnover is expected, and training is a priority Inconsistent onboarding and training experiences impact frontline capabilities

Organizing and structuring work is time consumingScheduling for hotel and restaurant workers is typical not effective 

Your frontline is your bottom line

Why is employee engagement important?

higher profitability21

%

10%

higher customer ratings

24%

lower turnover

Businesses that rank in the top-quartile for employee engagement have better business performance than those in the bottom – quartile – (Source: Gallup How Employee Engagement Drives Growth)

A connected hotel workforceFrontline workers who are connected can respond quickly to guest needs

HotelGuests

Guest ServicesAccess the latest information and communicate with other teams to better serve guests

Housekeeping

Tools to manage schedules, communicate and stay current on procedures and training

Back OfficeCommunicate company updates, regulation or process changes effectively

Enable your frontline workers to do their best work

Schedule & Task ManagementCreate, update and

manage schedules and tasks

Communications & Community

Connect your organizationwith modern tools

Training & Onboarding

Enable easy access to training videos and

content

Identity & Access Management

Manage employee accessand digital identity

Office 365 Enterprise K1

Schedule & Task ManagementCreate, update and manage schedules and tasks

Publish and update team schedules

Supervisors manage employee schedules to ensure coverage for each shift for hotels, restaurants (StaffHub)

Stay up-to-datewith work schedules

Workers stay up-to-date with work schedules and can request time off (StaffHub)

View and respondto service requests

Workers view tasks assigned to them and can react timely to guest or customer requests (StaffHub)

Turn tasks intoa workflow

Supervisors can automate simple workflows like request approvals or build web, mobile apps without coding (PowerApps, Microsoft Flow)

Communications & CommunityConnect everyone in your hospitality organization with modern tools

Broadcast companytown halls

Frontline employees stay informed on the latest news, company announcements and promotions (Yammer, Skype Meeting Broadcast)

Share best practices

Concierges exchange info on events; housekeeping, maintenance workers share effective service techniques (Microsoft Teams, Yammer, Exchange, SharePoint)

Stay up-to-date with teams, from anywhere

Workers access documents from their device and use team sites to share information (Office Online, Microsoft Teams)

Quickly resolve guest and customer issues

A hotel front desk clerk or concierge can find help quickly to address guest inquiries or issues(Skype for Business, Microsoft Teams)

Training & OnboardingEnable easy access to training videos and content

Provide digital, paperless training

Training or onboarding videos and materials are posted for hospitality workers to access anywhere (SharePoint, Microsoft Stream, StaffHub)

Set up reminders to complete training

Supervisors schedule and set reminders for workers to complete mandatory training online (StaffHub)

Create dynamic video content for training

Head office creates dynamic training videos on important topics to drive readiness (Microsoft Stream)

Ask questions or search for answers

Workers have an open forum to discuss or search for commonly asked questions (Yammer, Office 365 Groups, Microsoft Teams)

Identity & Access ManagementManage employee access and digital identity

Create digital identity using phone number

Supervisors create digital identity for new hires with their name and phone number on StaffHub

Enable managers to add, remove workers

Supervisors add employees to their group on Office 365, and workers get notifications via email or text message

Control employee access

Supervisors can remove employees from their group easily if the worker is no longer with the team

Help secure mobile devices with MDM

IT still manages all employee access on Office 365, and they can secure employees’ device with built in MDM support

Frontline Workers Drive Business Impact

It has changed completely the relationship we have between management and the staff and it helps us concentrate on what is important.

“

“

Dominique Grandjonc, General Manager, Novotel Paris

Next steps

Schedule a demo1

Start a Office 365 K1 trial2

Stay tuned to the Office roadmap for updates 3

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Appendix

Enable your frontline workers to do their best work

28

Average number of minutes saved daily per

frontline workerReduction in frontline worker turnover rate

Fewer face-to-face meetings each week for

frontline workers

8%

15

27

Average number of minutes saved daily per

manager of frontline workers

Benefits of Office 365Forrester Research estimated the business impact in the report “Improving Frontline Worker Performance with Office

365”, 2017

Restaurant improves communication, boosts staff morale with enterprise social network

Challenge • Improve staff

engagement with corporate messages, news, and announcements about changes within the organization

Solution• Use an enterprise

social network to deliver news to staff on their smartphones and give frontline staff a method for feedback to management

Benefits• Increases staff engagement

with corporate messages • Boosts morale because

positive news can be shared• Gives staff a way to share

ideas

“The tool is allowing greater engagement and that is driving better performance” — Gareth Hopley, Head of Communication, Pizza Hut UK

Restaurant chain engages employees with socialEmpowering employees for improved operational efficiencies and better customer service

Challenge Red Robin’s core belief is that empowered, enthusiastic employees hold the key to both customer satisfaction and a healthy bottom line.

StrategyBy energizing its 26,000 team members and giving them a voice with Yammer, Red Robin has forged tighter ties across the business and brought executives one step closer to customers.

Results• Improved operational

efficiencies • Stronger engagement across

the business, from team members in restaurant kitchens to executives at headquarters

• Employee ideas contributed to significant cost savings

“The number one thing I use Yammer for is to feel the pulse of the business from the perspective of front-line team members. That’s invaluable to me.”

— Steve Carley, CEO, Red Robin