Hospitality frontline workers, hit hard by the pandemic, are leaving due to inflexible schedules rather than pay. A survey of 125 hospitality executives revealed 46% face above-average turnover, with many workers preferring 9-to-5 jobs with more control. Despite this shift, only 34% of organizations value frontline staff equally to office workers, and 33% struggle with disconnected data. Leaders are urged to offer more flexibility, improve cultural alignment, and empower staff with clearer purpose and career paths to boost retention and customer satisfaction. The industry must act now to redefine the frontline experience and ensure business resilience.

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