Trevor Wilson Smith, a former prison director, has transitioned from managing teenagers who committed serious crimes to resolving issues for guests at a luxury country retreat in North Yorkshire. At 68 years old, he emerged from retirement in 2022 to take on the role of a concierge at the Swinton Park Hotel, a sprawling castle estate. This move reflects a broader trend of older individuals re-entering the hospitality sector to mitigate a critical staff shortage.
Research conducted by Employment Hero, an HR management system, has indicated that there is a nearly 10% increase in baby boomers returning to casual hospitality roles. This demographic shift aims to supplement income and maintain activity levels. The hospitality sector ranks second in employment growth for this age group, following finance and insurance.
A study by Caterer.com, using ONS data, revealed that those over 50 account for more than a third of the workforce in the hospitality industry, with 165,000 individuals having entered the sector in recent years. This trend reverses the early pandemic pattern where many individuals over 50 opted for early retirement.
The hospitality industry, traditionally associated with long hours and high turnover, has evolved into a more flexible working environment, attracting older workers. Employers value the diversity of roles available and the social aspects of the industry. It has been noted that hiring older employees can improve staff retention compared to younger, more transient workers.
Wilson Smith, motivated by the desire to remain mentally and physically active rather than financial needs, works two eight-hour shifts per week in a flexible arrangement that benefits both him and the hotel. He is well-suited to accommodate last-minute schedule adjustments without the constraints others might face.
Several major hospitality companies in the UK are actively recruiting older workers. Fuller’s, a pub and hotel chain, has partnered with Rest Less, a digital community and job site for those over 50, to adapt its recruitment strategy. By using age-inclusive recruitment materials, the number of employees over 50 in Fuller’s 185 managed venues has doubled, now comprising 12% of the workforce.
Hiring practices in the industry are also changing, with recruiters more frequently considering a broader range of applicants across different roles, moving away from focusing solely on younger candidates. As roles within the hospitality sector have shifted to better suit the responsibilities that older workers handle well, there has been increased complexity and scope in hotel work models.
Older employees are excelling in roles such as sales and facilities management, where relationship-building is crucial. In establishments managed by London Rock Partners, including the Hilton Garden Inn in Abingdon, Oxford, older staff members are often recognized in guest reviews for their customer engagement skills, a challenge sometimes faced by younger staff.
The hospitality sector is also working on improving employment conditions, shifting away from fixed salaries with expected overtime to hourly pay structures. This adjustment is part of efforts to improve staff retention and attract older candidates, as noted by Ben Mayou, chair of the Lake District Hotels Association. The association is actively targeting older workers through local recruitment events, promoting opportunities in the sector traditionally dominated by younger individuals.
At Swinton Park Hotel, Wilson Smith has experienced personal benefits such as increased physical activity, while mentoring younger colleagues has fostered reciprocal learning and enriched the workplace dynamic.
