A “More Similar Than Different” Approach: Workforce Management in Multiservice OrganizationsDo you ever wonder how places like amusement parks, hotels, and sports stadiums operate with so many business channels under one umbrella?

These are all what we call multiservice organizations. Think about a sports stadium. You might walk by employees serving food, selling apparel, and cleaning up the stands all in a matter of minutes. Each person is performing a different job – whether it’s food and beverage, retail, or facilities – but it’s all happening at the same location. How is forecasting and scheduling managed? How do they maintain compliance?


These questions came to mind as I moved from admiring a new Bruins hat at the pro shop over to purchase a pretzel from concessions at a game a few weeks ago. I know it seems like a strange direction for the mind to wander... but the subject was top of mind. I’d just reviewed a new Kronos thought leadership white paper on this very topic right before leaving work. And an arena is another common multiservice venue.

The paper – Workforce Management in Multiservice Organizations: How to create a more effective approach in the service and facilities management industries – explains how organizations who fall under service and facilities management differ from traditional retailers and hospitality providers because of the variety of verticals and services offerings within them. Sometimes these verticals are highly segmented with siloed operations; but this isn’t ideal when it comes to workforce management. Without a standardized approach, organizations could experience higher than necessary labor costs, complex scheduling processes, and greater compliance risks.

The authors state that finding the similarities among each of the verticals and taking a horizontal approach to workforce management can minimize forecasting, scheduling, and timekeeping problems.  

Service and facilities management companies experience unique challenges due to the many complexities resulting from operating in a broad range of business types. Although creating an enterprise workforce management strategy can be challenging and complex, identifying similarities between business types — from restaurant management and facilities management to retail and catering, among others — and defining the channels with the most potential for cost of labor savings are the key starting points.

What do companies gain from a horizontal approach?

Organizations that leverage a horizontal, “more similar than different” workforce management approach will capitalize on three important business benefits:

  • Enhanced reporting
  • Transparency and consistent expectations
  • Better guest experience

Download the paper for the full details!

And please join Kronos strategic advisors in the Kronos Global Best Practices group for retail, hospitality, and food service in the Kronos Community for more Advisory Services tools, resources, and peer-to-peer support.

Published: Tuesday, January 22, 2019