Hospitality professionals ready to return as confidence rises

Teams across hospitality are looking forward to getting back to work and increasingly optimistic about the future of their sector.

Those are some of the messages in the latest survey by CGA and CPL Learning of the Hospitality Professionals panel—a group of people working in various frontline roles and sectors that was set up to provide crucial frontline perspectives for operators and others in the industry.


The survey shows that nearly half (47%) of professionals can’t wait to get back to work, with ‘motivated’, ‘hopeful’ and ‘excited’ their three top descriptors of returning. However, nearly as many (43%) are looking forward to work but are a little apprehensive, while a fifth (22%) say they feel concerned and 5% are fearful—a reminder of the need to reassure teams about safety when hospitality reopens.


Across the panel, three quarters (76%) feel confident about returning to work. The rollout of COVID-19 vaccines appears to have made a big difference to confidence levels, with more than two thirds (70%) optimistic about the future of hospitality over the next year—nearly double the number (36%) who felt the same way in October. 

It’s very encouraging to see that many people in our industry are motivated to get back to their businesses after so long away, and their enthusiasm should translate into great experiences for guests,” says Jamie Campbell, chief operating officer at CPL Learning.

“At the same time, this survey shows that some people will need careful engagement and preparation as they return. Investing now in good communications and training, especially around safety and wellbeing, will pay off when venues start trading again.”

The Hospitality Professionals survey demonstrates a clear correlation between employee engagement and confidence. Nearly two thirds (62%) of people feeling highly engaged with their work now feel very confident about returning—21 percentage points higher than the all-staff average (41%).


Ahead of the reopening of hospitality, businesses can access extensive training support from CPL Learning. Mental wellbeing, product knowledge, personal development and hospitality e-learning resources can be found on UKHPathway, a free online training platform from CPL Learning and UKHospitality accessed by over 6,000 users to date. Team members can also access the Aspire channel, a hub of free inspirational and motivational content such as wellbeing webinars, training videos and hospitality focused blogs.

The survey from CGA and CPL Learning was conducted in mid-February 2021. The Hospitality Professionals panel provides valuable insights into people’s experiences at work and can support the strategies of businesses across hospitality. To learn more, email

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