Episode description

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