Back to Business as Usual in a COVID-19 World

As we prepare to return to work employers are faced with both reopening and reimagining their businesses in an uncertain world, which means challenges – and possibilities.


Lockdown has meant different things to different businesses. Hospitality has experienced complete closure and furloughing, whilst an upsurge in demand for care services has seen fast tracked recruitment initiatives.


Yet, one thing all employers have in common is a need to plan for a new ‘uncertain’ normal. This is a period of transformation, where your business must go from surviving to thriving – and it starts with your staff.


Workplace Reimagined


At time of writing the government has advised that employees who cannot work from home should travel to work – although hospitality and non-essential retail remain closed. In practice that means making a risk assessment. With this is in mind, the  CIPD urges employers to ensure they can meet three key tests before asking staff back to work:


  • Is it essential? – If employees have to travel to work are their duties essential?
  • Is it sufficiently safe? – Facilitating social distancing is your top concern. Remember, the HSE will be conducting spot checks – their COVID-19 guidance can be found here
  • Is it mutually agreed? – Understand that staff may now have health issues, or caring responsibilities, which may affect them for some time. Liaise with them


NOTE: The CIPD’s risk assessment guide can be found here. In short, make sure returning to work works for everyone and embrace flexibility wherever possible.


Wellbeing Matters


From furloughed to frontline, employees have experienced lockdown differently too. The impact on their wellbeing isn’t to be underestimated. Acknowledging this will help promote workplace harmony and boost morale. Reassure your team about the future and point them in the direction of mental health support, so they know where to turn if they need it:



This is a new work normal,” says Angel CEO Russell Crawford. “Remember communication is vital – even if that means admitting you don’t know all the answers right now.”


Indeed, it’s important to understand that nothing is the same. Which means, reorienting people with specialist training on their return – so they can familiarise themselves with how things work right now – this will be key to soothing employee anxieties, while helping ensure the business successfully transitions out of lockdown.


Resource Planning


In their report Out Manoeuvre Uncertainty Accenture says employers may have been prioritising the unprecedented ‘Now’ but are fast turning to the very uncertain ‘Next’.


“From fluctuations in client demand to workforce productivity, agility will separate the thriving business from the just surviving business,” says Russell.  Indeed planning is paramount, but where to start?  Well, Angel Recruitment, can help you get:


  • The secure remote working and recruitment technology you need
  • Expert COVID-19 HR, health & safety and legal advice
  • Access to frontline-experienced candidates (risk-free online bookings are available and you can cancel at no extra cost if your needs change)


“Transforming your business isn’t a luxury anymore,” emphasises Russell. “It’s a necessity. Enhancing your ability to respond promptly and painlessly to situation changes is the future.”


What Next?


Changes to COVID-19 lockdown restrictions will be gradual and affect different sectors and teams differently. Keeping your staff informed will help ease anxiety and provide a sense of security in uncertain times. Show your employees they are valued and supported by prioritising their health, safety and wellbeing whilst ensuring the health of your business by planning for the ‘new normal’.


For more information and advice on supporting your team and transforming your workplace from a just surviving to thriving post-lockdown contact Angel Recruitment on 0207 940 2000 or email us at

Coronavirus Fact Sheet

Dear Angel Staff,


Due to the World Health Organisation now classifying the Coronavirus as a ‘Public Health Emergency of International Concern’, we feel it is important for your health and those of our clients to share the following information and guidance with you.


Coronavirus update – Government advice following Boris Johnson’s recent update: What you need to do now as of 11.05.2020

Stay Alert!

You can access NHS SUPPORT HERE

  • Stay at home as much as possible
  • Work from home if you can
  • You must keep your distance if you go out 2m (6ft) away from anyone at all times
  • Wash your hands regularly
  • Self-isolate if you or anyone else in your household has symptoms.

Click here for information on Statutory Sick Pay


Coronavirus Fact Sheet – Coronavirus ~ COVID-19

Coronaviruses can make humans and animals sick. Some coronaviruses can cause illness like the common cold and others can cause more serious diseases, including Severe Acute Respiratory Syndrome (SARS) and Middle East respiratory syndrome (MERS).  This new coronavirus started in Hubei Province, China.    The    virus    was    renamed (11th    Feb    2020) SARS-CoV-2 and the disease the virus causes is now called COVID-19.

While coronavirus is of concern, it is important to remember that most people displaying symptoms such as fever, cough, sore throat or tiredness is likely suffering with a cold or other respiratory illness not coronavirus.


How is it spread?

The coronavirus is most likely to spread from person-to-person through:

  • Direct close contact with a person while they are infectious
  • Close contact with a person with a confirmed infection who coughs or sneezes, or;
  • Touching objects or surfaces (such as door handles or tables) contaminated from a cough or sneeze from a person with a confirmed infection, and then touching your mouth or face.


How can we help stop it spreading?

Practising good hand and sneeze / cough hygiene is the best defence against most viruses. You must:

  • Wash your hands frequently with soap and water, before and after eating and after going to the toilet.
  • Cover your cough and sneeze, dispose of tissues and use alcohol -based hand -sanitiser
  • If unwell, avoid contact with others (touching, kissing, hugging etc.)
  • By adapting the government guidance on ‘social distancing’. Try to avoid large gatherings, busy commuting times and work from home if possible.


Should people wear face coverings on public transport?

As of 15th June, anyone travelling on public transport must wear a face covering. The evidence suggests that face coverings can help us protect each other and reduce the spread of the disease if you are suffering from coronavirus, but not showing symptoms.
People can make their own face coverings at home, using scarves or other textile items. We are publishing guidance to help illustrate the process.
We urge the public not to purchase medical or surgical masks as these should be reserved for health and social care workers.


Entering the UK, Returning from Travel and Quarantine

Those coming into the UK for work or coming back from travel must now quarantine for 14 days, unless you are in a profession that is exempt from this rule. All workers registered with Angel Recruitment or those who have an interest in working with us upon entering the UK are not exempt from quarantine.

For more information please click here.

For advice on how to self-isolate on entering the UK, please click here.


Social Distancing and Vulnerable People

The government has issued guidance that strongly advises people who are at a higher risk of catching coronavirus (‘vulnerable people’) to take strict social distancing measures.

People that are at higher risk include, but are not limited to, those who:

  • have a long-term health condition, for example asthma, diabetes or heart disease, or a weakened immune system as the result of medicines such as steroid tablets or chemotherapy
  • are pregnant
  • are aged 70 or over
  • care for someone with a health condition that might put them at a greater risk


What are the symptoms?

If you have been;
  • To Wuhan or Hubei Province in China in the last 14days
  • To other parts of China, including Macau and Hong Kong, in the last 14days
  • To Thailand, Japan, Taiwan, Singapore, Republic of Korea or Malaysia in the last 14days
  • Lockdown areas in Northern Italy or Iran in the last 14days
  • In close contact with someone with confirmed coronavirus
  • And, have a high temperature, cough, shortness of breath (even mild)
  • You may be at risk of having been in contact with someone who has the virus, SARS-CoV-2


If you feel sick with fever, cough, or difficulty breathing, you should:
  • Stay at home for 7 days if you live alone
  • Stay at home for 14 days if you live with others.*
  • Notify your manager and not go to work, school or public areas
  • Do not go to a GP surgery, pharmacy or hospital
  • You do not need to contact NHS 111 to tell them you’re staying at home (people who are self-isolating with mild symptoms will not be tested)
  • Avoid having visitors
  • Ask friends, family or delivery services to drop off any food or medicines that you might need / run other errands on your behalf
  • Don’t use taxis or public transport

* If you are living with others displaying symptoms even if you do not, you must still stay at home for 14 days.

This will help to protect others in your community while you are infectious.


Use the NHS 111 online coronavirus service if:
  • you feel you cannot cope with your symptoms at home
  • your condition gets worse
  • your symptoms do not get better after 7 days


Only call 111 if you cannot get help online.


Handwashing Techniques to Stay Healthy

Follow these five steps every time:

  1. Wet your hands with clean, running water (warm or cold), turn off the tap, and apply soap.
  2. Lather your hands by rubbing them together with the soap. Lather the backs of your hands, between your fingers and under your nails.
  3. Scrub your hands for at least 20 seconds. How long? Hum the ‘Happy Birthday’ song from beginning to end twice
  4. Rinse your hands well under clean, running water.
  5. Dry your hands using a clean towel or air dry them.


Please follow the link for latest information and guidance HERE


Here at Angel Recruitment, we are doing our best to keep you safe and healthy. All our consultants are keeping up to date with the latest information and if you need any advice, don’t hesitate to give us a call.


Please click the link below for access to an easy guide to staying safe. You can download, save to your phone and share this poster to your colleagues, friends and family. CLICK HERE TO SEE OUR EASY TO READ PREVENTION GUIDE


Also don’t forget to read the NO PANIC GUIDE HERE

How to Manage Workplace Conflict With Ease

Think you don’t need to know about conflict management? Then we’d beg to differ…


Conflict resolution is an essential part of any catering & hospitality manager’s arsenal. From ensuring that challenging customer has the ultimate experience to smoothing over that rift in the kitchen, maintaining a welcoming ambience demands conflicts are resolved quickly and discreetly.


Whilst it’s often easy to see how conflict happens, it’s not always so simple to address. Left unresolved or badly dealt with, conflict can lead to poor customer service and a negative reputation – you don’t want that! So, here’s our whistle-stop guide to the do’s and don’ts of conflict management. Let’s take a look into a day-in-the-life of a bustling catering & hospitality company.


The Cost of Conflict


Conflict isn’t just disruptive for your hospitality team or your customers, it can have huge repercussions for the business too:

  • Management spend an average of 18 days on disciplinary cases and 14 days on grievances – CIPD via Acas
  • UK employers can anticipate paying at least £500 per employee each year in absenteeism costs due to workplace conflict – HRNews
  • While the typical legal cost of an employment tribunal claim to an employer is £3000, and £2000 for a claimant – Survey of Tribunal Applications via Acas

As you can see, ensuring you have effective and early conflict management processes in place is a must!


Effective Conflict Management


So, let’s take a quick look at some of the burning conflict management issues businesses might encounter every day.


Late to Work


Traffic jams. Sick kids. Dark winter mornings. Even the most punctual of employees are likely to be late now and then. But if Jo the housekeeper makes it a habit, her lateness can become everyone’s problem.



Don’t let persistent lateness go. If you wait until you’re fuming to confront Jo, it’s more than likely your housekeeping team is at the end of their tether too.

Think about it: Waiting for the tardy Jo to start her shift is fine once in a while. Yet, if Julie or Pat are constantly covering for a persistently late Jo, they’re likely to become frustrated and eventually, resentful. The result? Team morale is dented. At worst, by avoiding the issue, you could be fostering a culture of non-compliance and low productivity.



Deal with lateness before it happens by establishing relevant policies and procedures. Your lateness policy should outline everything from company punctuality and time-keeping standards, through to recording, reporting and possible disciplinary action.

Everyone working at your business, including Jo, needs to know about your lateness policy. Plus, you must be seen to be implementing any policies and procedures consistently and fairly. By having established policies and procedures in place, confronting Jo about her behaviour will be far easier for all concerned.


Customer complaints


Room temperature (24%). Inaccessible wifi (14%). Noise (11%). Poor cleanliness (10%). Hotel service (9%). According to recent research from one hospitality app these are the top five causes of customer complaints in hotels.

However hard a hospitality venue tries to meet expectations; customer complaints are simply a fact of daily life. How you deal with those complaints is what really matters.



Poorly manage the situation. What was simply a verbal complaint can escalate to a bad online review. As the CEO of ReviewPro points out in his HospitalityNet post: “Complaints in reviews are often less about the problem than about how staff handled the problem when it was brought to their attention.”

When you consider that 60% of 34-54 year old consumers booked accommodation through TripAdvisor, which generated approximately 730 million user reviews and opinions in 2018, those online complaints are a cause for concern.



Understand the most common complaints in your venue and why they’re arising. That way you’ll be solution-ready for any recurring issues you can’t easily rectify. It’s also essential to provide employees with guidelines and training. Make sure your team knows what to do or who to turn to when complaints arise.

Giving your employees a firm complaint-handling foundation will help your team respond to customer demands or queries with confidence – ideally culminating in a win-win for both your customers and your business.


Colleague Conflict


Now your chefs are fighting amongst themselves. Arrrgh! Warring kitchen staff can be a common comedy scenario, but in real life inter-team conflict can be a time-sapping headache. After all, when it comes to creating and serving great food, good communication is a must – in and out of that hostile kitchen!



Don’t stand for bad-mannered behaviour. Remember, most conflicts start as a simple misunderstanding. Personality clashes are bound to happen in heated environments like restaurants, but that doesn’t mean people should be allowed to treat each other disrespectfully.

A negative workplace culture is likely to lose you staff in the long run – something which will wind up costing you in both money and time as you scramble for temp cover or try to recruit new permanent members.



As a manager or supervisor your unhappy kitchen team will be looking to you to fix any inter-team conflict and restore harmony. This is where you can start with an informal resolution.

Many staff disputes can be solved by simply listening and talking to those concerned. Giving your employees the time and space to express their problems can often be enough. However, it also requires you to be confident of your own negotiating and problem-solving skills.


Employee complaints


So you recruited that slick receptionist Veronica because of her outstanding experience. She’s worked at some of London’s top venues and she’s a real asset to your establishment. Soon after, she starts chasing you. “Paul’s paid more than me for the same role,” she says. “It’s unfair! It’s discriminatory!”  She’s obviously angry. Although Veronica’s always professional, your aware pay is a highly emotive issue. You want to hide.



It’s important that you, as supervisor or line manager, maintain a cool head when confronted by the unhappy Veronica. Don’t attempt to justify the pay grade on the spot. Pay can differ for a variety of reasons from responsibilities to experience, so your response requires thought, sensitivity and facts.

Give her the brush off and your prized receptionist is likely to be plotting a move to a rival venue. Remember, words spread quickly at work, so it’s important to nip any pay-related problems in the bud.



Arrange a time to talk with Veronica. Be honest and explain clearly how things stand at your venue. Listen to her concerns. Is there anything you can do about the pay difference right now?  Is the complaint, in fact, about a deeper issue?

Remember to end the meeting with a promise to follow-up. Whilst it might well be possible to offer Veronica a pay rise, in some cases, it might not. By showing interest and concern through listening then following up, you’ve demonstrated to Veronica that this is a company that cares about its employees. Plus, because your pay scales and associated policies are clear and comprehensive, it’s easy to show Veronica exactly how she can work towards the pay rise she so desires even if it’s not available right now.


Summing Up



Don’t leave conflicts unchecked. Conflicts can have a wide-reaching effect on staff morale, productivity, employee churn, revenue and reputation to name a few. If you thought TripAdvisor was bad enough, you don’t want to find you’ve got a dozen terrible staff reviews on Glassdoor, do you?!



It’s vital to create a supportive workplace culture which empowers staff to speak up if they have a problem or deal with potential customer issues with confidence. Mitigate the chance of conflict, whether with staff or customers, by putting the relevant procedures and policies in place – not forgetting grievance procedures of course.


Need more advice about conflict management? Then contact one of our Angel consultants for an informal chat

Careers Lessons Improve Grades

New research finds careers talks + meetings with employers before GCSEs motivates low achievers – what do you think? (Via @BBCNews)



School Catering 2019

Love catering? What do you think about the updated healthy eating plans for schools? (Via @BNFEvents)


Video Recruiting: Elevate Your Brand, Save Cash + Make Better Hires

Video recruitment technology might sound intimidating, but actually it’s a simple, effective, time-saving method which can help elevate SME brands and speed up the hiring process for big business. Here’s why.


Video is Doing the Talking


In their 2019 trend forecast The HR Director claimed this would be the year the CV died. Why? Because your millennial (born 1980 -1994) and generation Z (now reaching their early 20s) candidates are digital natives.  And, if you want to stay ahead in this candidate-driven market then you need to speak their language.


This cohort love brands they can get to know, want jobs with meaning, and they love video. In fact, a recent study by Cisco predicts that by 2021, 80% of all internet traffic will be video. That’s why video recruitment works. But there’s more, our new video interviewing technology can help you:

  • Attract the right fit for your team, with on point branding
  • Hire talent faster, with minimal fuss, and for less money
  • Give you more control over the interview process


How? Well, let us explain.


Great Brand, Great Talent


According to Millennial & Generation Z expert Ryan Jenkins  the top obstacle to Millennials accepting a job is “not knowing what the company is like.”


Indeed, LinkedIn research suggests that over 75% of job seekers consider a company’s brand and reputation before applying. While the rise of social recruiting – where you use social media networks to build a relationship with potential candidates – means videos are key to getting attention and telling your story to your ideal audience. But, it  doesn’t stop there. Great Place To Work says:

“Across hundreds of companies we’ve surveyed, Millennial employees who were proud to work at their company were 19 times more likely to say they planned to stay long-term.”


Ultimately a great branding strategy is key to attracting and retaining the right people for your business – and our video recruitment technology can help you hone your message and reach the right candidates.




Well, for starters, we can help you create a slick and welcoming company intro you can use across all your interviews – no more repeating yourself, over and over, like you do with regular interviews, especially in those initial selection rounds. Phew!


Saving Time & Money


Speaking of interview rounds. Did you know it takes an average of 27.5 days to make a hire in the UK? That’s way too long when you consider that the best candidates are usually snapped up within 10 days. Indeed half (54%) of recruiters admit to losing a key candidate to another opportunity, all because of their lengthy hiring process. Yet cutting corners can be just as dangerous, with 2 in 3 recruiters having lost money due to poor hiring decisions!


And, as you know, recruitment can be expensive. According to the ISE 2018 Recruitment Survey:  “[I]n addition to staffing, employers are also spending an average of £2,189 for every new hire.”


Which is why employers, like you (over 50% in fact), are actively trying to reduce hiring costs. Fortunately, our video recruitment software means you no longer run the risk of losing great candidates or wasting money due to complex recruitment processes.




Our video interview technology provides you with an effortless interview process. Choose one-way video interviews, where you record questions, and review candidates’ answers when it suits you – meaning you can screen more candidates much faster.


While two-way video interviews negate the need for travel and let you get an insight into a candidate (ie, non-verbal cues) without even having to leave your desk. All of which saves you a lot of time, and ultimately, money.


Easily Review & Compare Candidates


In its Future of Video report Cass Business School found: “65% of SMEs and large organisations consider video to be the most ‘engaging’ communication channel, compared to a distant 13% for print…”


While the report concluded: “[V]ideo’s ability to bring people ‘face-to-face’ together instantly at critical moments improves collaboration and problem solving, increases productivity and accelerates innovation.” Meaning in future video recruitment software will be key to a successful hiring process and maintaining an effective team.




Well, that’s simple. One-way or two-way all our interview videos are recordable and shareable, giving you and your colleagues the ability to go back and review a candidate when it suits each of you. No more relying on scribbled notes. No more misremembering.  No more waiting for you all to be in the same place at the same time. And, no more having to re-interview.


It’s a Must


Our video recruitment software gives you more control over the hiring process from start to finish. Now you can present your company brand in a way which attracts your ideal candidates effortlessly – saving you time and money. While colleagues can collaborate – securely – when it comes to making those all important hiring decisions.

Take the Test: What’s Holding You Back?

Career not going the way you wished? Discover what’s up with this @PsychologiesMag test. Then let us know if we can help…




Love wine? Love people? Then, you’ll love #LondonWineWeek ! Oh, and our hospitality team would love to meet you too…



When it comes to work your body image isn’t just your problem, it could be your employer’s too (via @ConversationUK). Yes, it’s Mental Health Awareness Week (@mentalhealth) + this year’s theme is body image.

Europe Day’19

It’s Europe Day! So we wanted to take this opportunity to thank all our amazing temp and permanent candidates who come from all over the EU to work for the hotels, restaurants, care homes and offices who need them.