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A new report from AI-powered skills training platform Lingio reveals the key challenges of employee retention, engagement, and compliance in frontline services. Sara Bean reports
Frontline workers are the backbone of many FM related services, including hospitality, transportation, cleaning, and healthcare. For example, employees in the cleaning, hygiene and waste disposal sector make up five per cent of the UK’s entire workforce – 1.47 million people in total, according to figures from the British Cleaning Council.
But as a new report from AI-powered skills training platform Lingio reveals, with an overall vacancy rate of 3.4 per cent in the UK, the sector is wrestling with high turnover and skills shortages in the deployment of frontline workers across a range of sectors, including hospitality, transportation, cleaning, and healthcare. The cleaning, hygiene and waste sector alone warns the BCC, faces a “perfect storm of severe staff shortages” and an ageing workforce.
Responding to this dilemma, Lingio has created ‘State of frontline worker training,’ that provides valuable insights and statistics in the recruitment, retention and training of frontline workers. The guide is the culmination of extensive research and analyses, providing the latest trends, challenges, and opportunities in the field.
The ‘State of the Frontline Training’ covers insights from interviews and surveys with HR and L&D managers in the UK and US, from hospitality, facility management and other frontline heavy industries, about their biggest challenges, pain points, training needs and training challenges.
HIGH TURNOVER RATES
As well as concerning vacancy rates, high employee turnover rates are another pressing issue. The hospitality industry is currently experiencing a 37 per cent turnover rate, retail at 33.6 per cent, and social care at 14.8 per cent finds the report. These high turnover rates exacerbate the skills shortage, making it challenging to maintain a consistent and capable workforce.
Low employee engagement levels further add to these challenges, negatively impacting operational efficiency and customer satisfaction. The reasoning is that engaged employees are typically more productive, provide better service, and are less likely to leave their jobs. However, where employee disengagement is prevalent, budget constraints may limit employers’ ability to implement effective training and engagement programmes. This leads to high staff turnover which only exacerbates these challenges, as constant employee churn disrupts continuity and strains resources.
Recruitment and onboarding costs add further pressure, consuming a substantial portion of the budget and time. These pain points make it challenging for managers to develop and maintain effective training programs, hindering their efforts to build a skilled, engaged, and reliable workforce.
THREE TOP PRIORITIES
According to the report, frontline organisations are currently focusing on three top priorities. At 71 per cent the top priority is in improving employee retention and reducing turnover to maintain a skilled and steady workforce. This involves offering career development opportunities and creating a positive work environment.
Secondly, 64 per cent said that leadership management is a key priority. Training managers effectively can enhance their ability to lead and support their teams, cultivating a more motivated and committed workforce. Lastly, 57 per cent believe boosting employee engagement is crucial for improving morale and productivity.
Commenting on the report findings, Yashar Moradbakhti, CEO Lingio said: “Upskilling is the smartest way to reduce staff turnover. Strong evidence suggests that staff will remain in their roles longer if their employers invest in upskilling. On top of improved retention, you will achieve productivity gains, better engagement, and reduced risk for non-compliance at a very attractive cost. It’s a no-brainer.
“HR departments in frontline industries struggle to find the time and resources to invest in staff training and engagement efforts, as they are already swamped with recruitment, onboarding, and admin. This ultimately hurts performance and employee retention. The good news is that AI can take away the heavy lifting from HR departments, allowing them to free up time to focus on their employees’ training and development.”
He explains that by providing employers with the capability to deliver immersive and gamified learning experiences, ongoing engagement and training can be delivered, even on a tight budget. And with an AI Training Platform, mobile-based courses can be created in minutes instead of weeks, providing impactful training for workers on the go.
As the report states: “Investing in training directly impacts employee retention, leading to significant cost savings in onboarding and recruitment. When employees remain in their roles longer, organisations benefit from a more experienced and cohesive workforce.
“Training also reduces the risk of non-compliance, ensuring that employees adhere to legal and industry standards in their roles. Effective training not only minimises risks but also boosts the bottom line, creating a more stable, efficient, and profitable organisation. A well-trained workforce is therefore key to long-term success and operational excellence.”
