Creating a recipe for staff retention

07/25/23 • 41 min

Throughout this season, we’ve explored the value that atmosphere, design, and innovative tech provide when boosting customer experience. But as an industry built on people, F&B is increasingly shifting its focus inward to find new ways to enhance the experience of those who keep the businesses running – staff.

In this episode of Beyond Retail, we investigate the ways in which brands are enhancing the everyday tasks of their frontline staff. We hear about the changes being made to improve the service industry, which has traditionally been associated with strenuous schedules, few employee perks, and high turnover rate. We learn about what employers are doing to make the work in this field more attractive in order to retain existing employees, and attract new staff.

We speak with Robert Richardson, CEO of the Institute of Hospitality to learn about the effects a post-pandemic landscape and growing cost of living crisis are having on employee recruitment and retention rates. We also talk to Christophe Delacroix, co-founder and CEO of Storekit, who teaches us about the technology helping brands through the recruitment process, and easing the strain of service staff.

CEO of TiPJAR, Ben Thomas, tells us more about tipping in the industry, explaining the complexity of increased legislation around it and sharing new initiatives aimed at promoting tip transparency between workers and employers.

And Hemmo Bosscher, SVP of Platforms and Financial Services at Adyen, gives us a deeper understanding of the platforms built to alleviate pressure on food and beverage businesses by streamlining services, tasks, and functions.

If you want to find out more about technology and behavioral trends, visit Adyen.com/en_GB/ for more

If you want to find out more about technology and behavioral trends, visit Adyen.com/en_GB/ for more

Previous Episode

Spaces designed for consumption

You may think a signature dish or culinary theme are all a food and beverage business need to develop a strong identity. But in reality, the meals served at our favourite eateries are one of many factors contributing a complex branding strategy.

Food, lighting, interior design, menu layout; these and many other elements combined are what create immersive and memorable experiences for customers. And as newer and increasingly sophisticated technology continues to develop, we’re seeing more of them make their way into restaurant spaces.

In this episode of Beyond Retail, we analyse the role design plays in the food and beverage space to understand how it impacts consumer experiences in cafeterias, fast food establishments, high-end restaurants and more. We examine the technologies reimagining how brands deliver convenience, and dive into what makes for great restaurant design.

We speak with Adyen's VP of Product, Derk Busser to learn how F&B has evolved over the years, and hear from Harry Ridley, Automation & Emerging Technology Product Manager at Compass Group, on how brands can pick the right tech for their business.

We also gain a deeper understanding of the technology-space relationship with Sergii Khomenko, co-founder of Autocanteen, while chef and broadcaster Gizzi Erskine shares her own restaurant design experience. Plus, David Carofano, Director of Strategy & Development for hospitality design studio Crown Creative, tells us how businesses can reinforce their brand through aesthetic choices.

If you want to find out more about technology and behavioural trends, visit Adyen.com/en_GB/ for more.

Next Episode

Feeding consumers’ evolving appetite

The pandemic taught food and beverage brands how to evolve through innovation. Digital took the forefront, and convenience and efficiency became more important than ever when it came to keeping business afloat. Meanwhile, takeaway and delivery options opened up new revenue streams for restaurants and cafes, expanding their consumer base and appealing to a whole new audience.

But as the industry continues to face a pressurized social climate with the current cost-of-living crisis, and recession predictions looming, brands are pivoting their attention back to the one factor that can make or break their reputation – their customers.

In this episode of Beyond Retail, we hear first-hand what it takes to keep customers happy in the food and beverage space. We explore the habits and trends that are influencing the most recent developments in this ever-evolving landscape. We also discover more about the technology and software helping businesses seamlessly and efficiently manage these changing demands.

We speak with Shane Mansfield, Marketing Director for Just Eat for Business, to hear more about the origins of food delivery technology, and the growing personalization features designed for increased consumer demand.

Diego Masciaga, customer experience expert, author, and former-manager of the three Michelin-starred restaurant, The Waterside Inn, gives us an inside look at how restaurants are balancing identity and uniqueness in their branding and atmosphere to create memorable experiences for their customers. He also shares the changes he’s seen in consumer demographics throughout the history of his career in hospitality.

And lastly Team Lead for Account Management at Adyen, Nicole McQuaid, tells us how consumer behaviours and preferences around food delivery and food ordering are shifting alongside the industry’s adaptations and societal changes.

If you want to find out more about technology and behavioural trends, visit Adyen.com/en_GB/ for more.