The hidden £2.7 billion cost holding hospitality back

About

Developed in partnership between Sona and KAM Insight, this exclusive research shines a light on the real impact of inefficient processes and outdated technology across the UK Hospitality sector.

Drawing on insights from 300 Hospitality employees, the People & Productivity Insights Report reveals how legacy systems, communication gaps, and last-minute scheduling affect not only efficiency and cost, but also employee wellbeing and customer service.

Inside, you’ll discover:

• The £2.7bn annual cost of wasted time across UK Hospitality
• How poor tech and scheduling drive staff frustration and turnover
• What leaders can do to improve onboarding, communication, and retention
• Practical, data-backed actions to boost productivity and engagement

This is more than a tech story — it’s a people story.
When everyday friction disappears, teams can deliver their best work and guests feel it.

Release date

October 2025

Format

PDF. 12 pages.