Many hospitality businesses are worrying about candidate shortages, labour turnover and how they're going to fuel profitability and growth with such a shortfall of people. We know (and this is backed up by Forbes and numerous others) that “high levels of employee engagement drive improved customer satisfaction, which impacts bottom line profits. The effectiveness of an individual leader is a key factor influencing engagement and this also impacts retention of talented employees, discretionary effort in the organisation and organisational profitability.” There is also compelling evidence of a clear correlation between manager effectiveness and engagement level. This, in turn, impacts the [...]