Service! How a new digital platform in Hong Kong, Shift Happens, is tackling the staffing crisis in hospitality
Since the pandemic, restaurants have had trouble finding staff – Roucou Cheese Omakase & Bar is among those that turned to Shift Happens
Hong Kong’s hospitality sector faces a critical challenge: there are 25 per cent fewer full-time staff post-pandemic, according to figures from the city’s Hotels Association. For restaurants and hotels striving to recover from pandemic losses, this shortage threatens their ability to bounce back and maintain service quality for more cost-conscious and discerning clientele.
The problem is compounded by a fundamental shift in the workforce. Many workers left Hong Kong during the pandemic, and those who remained have become more selective about their employment. “Many [younger people] are also chasing for meaning and purpose in their jobs … so they don’t last very long [in frontline work] and may change jobs quickly,” said Geoffrey Yau, a co-founder of employment agency Moovup, in 2023.
“Restaurants are struggling to source reliable staff promptly, which can significantly impact service quality and operational efficiency,” says Sandip Gupta, managing director of Hong Kong restaurant group S&S Hospitality. “Finding and hiring temporary or shift staff in Hong Kong has become increasingly challenging due to a shrinking pool of young people keen on joining the hospitality industry, ongoing labour market fluctuations and a high demand for skilled hospitality workers.”
Today, flexible working options and well-being are top priorities for jobseekers across all sectors. Couple this with the “lily pad” mentality – a job-hopping culture synonymous with Gen Z – and employers are no longer able to enjoy the same loyalty from temporary staff. As traditional worker commitment to a career at a single company wavers, the hiring process is becoming a more incessant and repetitive cycle.
“The perception of the hospitality industry can be pretty daunting. It’s demanding and often offers little social life,” says Gupta. “Today, many dedicated professionals seek greater flexibility, either to balance personal obligations or achieve a better work-life balance.”
For a time, Facebook emerged as an unlikely solution. The social media platform evolved into a bustling marketplace for shift work, favoured for its transparent pay rates and real-time communication. It was especially popular with overseas workers unfamiliar with the local market.
However, its speed came at a cost: a complete lack of vetting. It quickly became a fast but somewhat unreliable source for staff. This gap in the market is precisely what new Hong Kong-born digital platform Shift Happens aims to fill. Jeff Alam, who has wide experience in the industry, co-developed the platform with hospitality management professional Steve Cromie because he felt both sides of the recruitment process “deserve better”.