If you’ve ever started a job in retail, hospitality, or manufacturing, you know that those first few days can set the tone for your entire experience. But all too often, new hires are given a quick tour, handed some paperwork, and expected to dive right in. For frontline workers, where roles are fast-paced and demanding, this rushed introduction can leave them feeling unprepared and overwhelmed—and it's a big reason why turnover is so high in these industries.
The good news? Companies that invest in solid onboarding programs can significantly reduce turnover and improve morale, giving workers the support they need from day one. The bad news? Despite employee experience ranking second among HR’s top priorities–according to our latest State of Employee Engagement report–Many businesses still treat onboarding as a quick formality rather than the crucial process it is. Here’s why onboarding matters so much for frontline workers, and how companies can make it better.
High Turnover? It Might Be Your Onboarding Process
In industries like hospitality and manufacturing, turnover rates remain notoriously high. In 2023, the UK hospitality sector reported an eye-watering 52% annual turnover rate, with nearly 42% of new hires leaving within their first 90 days. The manufacturing sector, though slightly more stable, still grapples with a 25% turnover rate as it competes for talent in an increasingly tight labor market.
The link between high turnover and ineffective onboarding is undeniable. Research from Glassdoor shows that companies with well-structured onboarding processes improve retention 82%. This makes sense—new employees who feel well-supported, engaged, and properly trained are more likely to stay. On the flip side, when onboarding is rushed, disorganized, or incomplete, it can send a clear message to new hires that the company isn’t invested in their long-term success. This disengagement early on can lead to a higher likelihood of employees leaving before they’ve even fully settled into their roles.
One-Size-Fits-All Onboarding Doesn't Work
One of the biggest mistakes companies make is treating onboarding like a one-size-fits-all process. The reality is that frontline roles vary drastically, and onboarding needs to reflect that. The training a cashier in retail needs is entirely different from what a factory line worker or a hotel housekeeper requires.
Take manufacturing, for example, where workers often deal with complex machinery and safety protocols. Skimping on in-depth training can lead to frustration, accidents, or even worse, early exits. The same goes for hospitality, where a front desk worker might receive personalized training while housekeeping staff are left to figure things out on their own. When onboarding doesn’t cater to the specific needs of each role, it’s no surprise that employees become disengaged and leave.
Employee Feedback: The Missing Piece of the Puzzle
If you really want to know how well your onboarding process is working, the best thing you can do is listen to your employees. But here’s the catch—most new hires aren’t going to feel comfortable telling their manager that the onboarding process is lacking, especially in the early days. That’s why anonymous feedback tools, like digital surveys or suggestion boxes, are crucial.
Ian Barrow, Senior Employee Experience Consultant at WorkBuzz, emphasizes the importance of "employee listening"—gathering feedback from new hires to understand their challenges and frustrations during onboarding. This is especially important in fast-paced environments like manufacturing or hospitality, where workers may face safety concerns or feel overwhelmed with the workload. By creating spaces for honest, anonymous feedback, companies can quickly identify and address problems before they lead to higher turnover.
Onboarding Isn't a One-and-Done Event
Another major pitfall? Thinking onboarding ends after the first week. For frontline workers, who often face a steep learning curve, onboarding should be an ongoing process that extends beyond the initial introduction. Sure, you can teach a retail worker how to operate the register in their first few days, but what about handling customer complaints or managing store operations in the long run? Or consider manufacturing workers—are they receiving regular updates on new machinery and safety protocols, or are they left to figure it out on the fly?
According to research by Gallup, employees who feel supported in their development are three times more likely to stay with a company. That’s why it’s crucial to provide ongoing training and development opportunities, even after the formal onboarding phase is over. This not only helps workers feel more competent and confident but also keeps them engaged and motivated to grow within the company.
The Financial Upside of Getting Onboarding Right
It’s not just about employee satisfaction—there’s a very real financial incentive to fixing onboarding. The Society for Human Resource Management (SHRM) estimates that replacing a single employee can cost a company as much as $4,129. In high-turnover industries like hospitality, retail, and manufacturing, these costs add up quickly. Investing in a comprehensive, thoughtful onboarding process can save businesses thousands in recruitment, training, and lost productivity.
Companies that get onboarding right see lower turnover rates, higher employee engagement, and stronger overall performance. It’s an investment that pays off in both the short and long term.
The Bottom Line
At its core, onboarding is about more than just training your new hires—it’s about making new employees feel valued, supported, and prepared to succeed. In industries where the work is often fast-paced and physically demanding, a well-structured onboarding program can make the difference between a new hire who sticks around and one who walks out the door after a few weeks.
If companies want to reduce turnover and build a loyal, engaged workforce, they need to rethink their approach to onboarding. By tailoring the process to the needs of each role, listening to employee feedback, and ensuring ongoing support and training, businesses can create an environment where frontline workers not only stay—but thrive.