Hospitality Staff Retention Strategies for On-Demand Workers

Almost every business in the hospitality sector relies, to some extent, on on-demand workers. Also known as temp, flexi, or gig economy staff, these are the people who solve immediate staffing problems and step up when you need them most during busy periods. 

Owners and managers should build loyalty with the on-demand staff they want to invite back. In this article, you’ll learn how to retain top on-demand talent for your restaurant or hospitality venue. 

Key Takeaways

• Retaining on-demand staff involves making a consistent effort to treat them well. You need to give them reasons to trust that the work will be consistent and that they will meet your restaurant's service standards.
  
• The good news is that there is a simple 5-step method for retaining on-demand workers.
  
• If you want to hire someone full-time, the shiftNOW platform is a proven way to trial-run workers before hiring.

Why Retention Matters for On-Demand Hospitality Staff

Retaining staff, whether on-demand or permanent, affects the guest experience, training time, and manager stress levels.

The costs of constantly onboarding new people are much higher than those of rebooking trusted workers. It’s far easier to keep a “bench” of familiar on-demand staff. This stabilizes labor concerns without increasing payroll costs.

Understanding the On-Demand Worker Mindset

When it comes to keeping work, on-demand workers value: predictable income, respect, clear expectations, and fair pay. They come back to certain venues and avoid others for those reasons.

Because most of them find work through on-demand apps, ratings and reviews shape where they choose to pick up shifts.

Let’s go over the most effective ways to make sure you’re retaining the on-demand staff you want to keep working with. 

Strategy 1: Consistent, Fair Scheduling for On-Demand Workers

On-demand workers need a combination of predictability and flexibility. Top performers should receive priority for repeat shifts. This creates a reliable income stream for them, keeping them loyal to your venue. 

And establish recognizable patterns. For example, offering the same worker Wednesday evenings or Sunday brunches makes it easier for them to plan their work and lives around your needs. This semi-predictability transforms sporadic gig work into dependable income without sacrificing the flexibility that initially attracted them to on-demand work.

Key strategies for scheduling:

• Whenever possible, send shift invitations 5-7 days in advance to give workers time to plan.
• Create "preferred worker" tiers based on performance, with top-tier staff getting the earliest access to premium shifts.
• Block-book reliable workers for recurring weekly or monthly shifts. 
• Communicate your upcoming needs transparently so workers can reserve availability.

shiftNOW's favorites and rebooking features streamline this process, allowing you to invite proven performers to similar upcoming shifts instantly. One click rebuilds your dream team, eliminating the scramble to fill positions with unknown quantities. 

The platform's scheduling tools let you see worker availability patterns, helping you match your busiest periods with their preferred working times.

Strategy 2: Clear, Respectful Communication

Communication failures cause frustration and no-shows. Before each shift, provide comprehensive details, like this example: 

"Fine dining server for Saturday dinner service (4 pm-10 pm). Upscale Japanese restaurant, 60-seat dining room, 4-table section. Black button-down shirt, black slacks, non-slip shoes required. Experience with wine service preferred. Pre-shift meeting at 4:45 pm. Please arrive early. Park in the rear lot, enter through the kitchen door."

Essential pre-shift communications include:

• Precise start and end times with clear expectations about arriving 10-15 minutes early.
• Specific uniform requirements (black pants and white shirt vs. full branded uniform; and if a branded one is needed, will it be provided?).
• Meal and break policies: when they happen and what's provided.
• Key venue details: WiFi passwords, staff entrance locations, parking, and locker availability.

During shifts, designate one clear manager they’re meant to report to. As an owner or operator, make sure there are brief check-ins that show you value their work and catch problems early. A two-minute conversation mid-shift can prevent minor issues from becoming major problems.

After shifts, send genuine thank-you messages, along with invitations to upcoming opportunities and schedule previews for the month ahead. Workers who know what's coming can commit earlier, improving your planning certainty.

shiftNOW's in-app messaging centralizes all communications, creating a searchable record that prevents any confusion. Templates for common communications save time while maintaining consistency across your team.

Strategy 3: Feedback Loops and Ratings That Build Loyalty

On-demand workers improve when given constructive feedback that highlights both their strengths and areas for growth. Fair, consistent ratings create transparency. High performers know they'll be rewarded with more shifts, while underperformers understand why invitations decrease. 

Be specific and actionable in your feedback. For example, you can say: "Your table service was excellent, but we need faster drink preparation during rush periods.”

Effective feedback practices:

• Rate on-demand workers within 24 hours while details are fresh in your mind. 
• Balance criticism with recognition. Place constructive notes between positive observations.
• Use objective criteria: punctuality, dress code compliance, task completion, and customer feedback.
• Explain rating criteria upfront so workers understand expectations from day one.

At the same time, you can flip the feedback loop by asking workers how you can improve shift operations. Simple questions like: 

• "What would have made today's shift run smoother?"
• "What information would have been helpful before you arrived?" helps to generate valuable operational insights.

Use shiftNOW's rating and notes functions to build detailed performance histories, ensuring every manager can see who excels at bartending versus food running, who thrives under pressure, and who needs additional support. These records become invaluable during your busiest periods when you need to assemble the perfect team quickly.

Strategy 4: Pay, Perks, and Recognition

Competitive pay of $15/hour is the absolute minimum you should offer. On top of that, strategic premiums make a huge difference. 

Offering higher rates for notoriously unpopular and hard-to-fill shifts, such as New Year's Eve, Valentine's Day, or last-minute emergencies, clearly shows that you value workers who keep everything running. Consider loyalty bonuses for workers who complete 10 or 20 shifts, creating milestone incentives that encourage long-term commitment.

Reward structures that drive retention:

• Premium rates (15-25% above standard) for shifts with less than 48 hours' notice
• Completion bonuses for workers who finish busy seasonal periods
• Referral rewards when workers bring other quality staff to your venue
• First access to high-earning events (weddings, corporate functions) for your top performers

Small gestures create loyalty amongst staff who expect poor treatment. Here are examples of things you can do to ensure top-performers stay with you: 

• Providing proper staff meals (not leftover scraps)
• Giving team-wide shout-outs to star performers
• Or offering preferred scheduling to reliable workers. 
• A decent meal and sincere appreciation cost relatively little but differentiate you from venues that treat on-demand staff as disposable.

Track exceptional effort in shiftNOW so these "above and beyond" moments don't go unrewarded. When someone stays late to help with an unexpectedly busy period or steps into an unfamiliar role seamlessly, make sure to document it. 

Strategy 5: Building a "Core Bench" of On-Demand Regulars

Turn exceptional on-demand workers into your reliable core bench for high-volume weekends, special events, or seasonal rushes. 

Use shiftNOW's favorites list to prioritize shift invitations, giving your proven performers first access before opening slots to the broader platform. This exclusivity makes your best on-demand team members feel valued while making sure you’ve got the best team on a busy night. 

Building your core bench strategy:

1. Identify workers who consistently receive 4.5+ star ratings after their first three or more shifts.
2. Offer them "right of first refusal" on upcoming shifts in their preferred roles.
3. Create informal contracts: "If you can commit to all four Saturday shifts this month, they're yours." Put these into an on-demand app or email, so they’ve got it written down. 
4. Create a clear progression path: occasional shifts lead to regular short-term assignments. This way, the best on-demanders can graduate into part-time or full-time staff. 

Having a pipeline ensures you're auditioning potential permanent hires while giving ambitious workers a reason to deliver excellence consistently. Many successful hospitality businesses have promoted their most reliable on-demand workers into managers.

At the same time, let’s not overlook that there are many ways restaurants can upset on-demand workers. 

Common Mistakes That Drive On-Demand Workers Away

Inconsistent pay or unexplained last-minute changes destroy trust instantly. Workers compare notes. Reports of bad treatment spread quickly through online and in-person networks. 

If you promise $20/hour but try to negotiate down when they arrive, or cancel shifts without warning, expect those workers to stay away, rate your restaurant negatively on gig economy apps, and warn others. 

Vague role descriptions and chaotic onboarding waste everyone's time and set workers up for failure. If they don't know what success looks like, they can't deliver it. Sending someone to "help in the kitchen" without clarifying whether they're washing dishes, prepping food, or running orders creates confusion and frustration.

Critical mistakes to avoid:

• Treating on-demand staff as second-class citizens. No support, no gratitude, and last-minute changes put them off. 
• Failing to introduce temporary workers to the team makes it harder for team members to work together. 
• Expecting workers to navigate complex point of sale (POS) systems without any training.
• Providing no break area or expecting workers to eat standing in the kitchen

If you ignore on-demand worker feedback or your own ratings data shows that you are repeating preventable mistakes. Your retention data tells a story; it’s worth reading. 

For example, if multiple workers mention parking difficulties, confusing uniform guidance, or confusion about their roles, these are systemic issues that deserve your attention. On-demand workers who feel heard stay longer, while those who feel invisible leave and won’t come back. 

How shiftNOW Supports Long-Term Workforce Stability

The great thing about shiftNOW is that the platform acts as a partner for both hiring and retaining on-demand staff.

shiftNOW's hiring fee structure incentivizes businesses to work with Shifters repeatedly to ensure they make the right hiring decision.

A number of key platform features make staff retention easier:

• Favorites and Rebooking
• In-app communication
• Ratings, notes, and shift history
• Video profile hiring
• The temp-to-hire approach.

If you want to solve staffing problems with an on-demand solution, shiftNOW is a regional, hospitality-focused platform worth exploring. Get the coverage and guest experience you need without the stress. 

Ready to get started? Request a demo with shiftNOW today. We have you covered when you need cost-effective restaurant staff.

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Frequently Asked Questions (FAQs)

How often should I rebook the same on-demand workers?

There’s no limit to how many times you can book the same on-demand worker. However, we recommend being upfront with an on-demand worker. If it’s likely that you’ll be able to and want to offer them a full-time role, then make sure to tell them. If that isn’t the case, then also make sure they know this. 

What’s a fair way to structure pay for repeat on-demand staff?

Until you hire someone full-time, it’s advisable to keep paying on-demand staff at the rate you initially offered. Unless you reach an agreement on the hourly rate with them, in that case, they might agree to a slightly lower hourly rate in exchange for a fixed number of shifts over a pre-agreed period. 

However, because of the challenges of finding good staff, we don’t recommend offering a rate that’s too low. Otherwise, you might not be able to fill a vacant shift, and even the best on-demand team member could be tempted by another restaurant offering a higher rate. 

How do I handle a mixed team of core employees and on-demand workers on a shift?

As an owner or manager, you must look after both groups of staff. Make sure that on-demand workers know who they take instructions from and who they’re working most closely with. Test them on a quieter shift (say, a mid-week lunchtime) to make sure they’ll work well together on busier shifts, like Friday and Saturday night. 

If there’s an on-demand worker who’s a good fit and wants a permanent role, then get feedback from colleagues and any manager (unless that person is yourself) before offering them a full-time job. 

When should I consider offering a more permanent role to a repeat on-demand worker?

That depends on a number of factors, including but not limited to:

• Your restaurant's popularity: Are cover numbers, revenues, and profits stable or increasing?
• Has the on-demand worker worked for enough shifts (potentially 10 or more) during a busy period that you’re confident in their skills?
• Have they expressed an interest in working full or part-time in your restaurant?

It very much depends on your restaurant’s needs, staffing budgets, and whether they’re a good fit for you, the team, and the customers.