In today’s hospitality landscape, large multi-unit franchisees are grappling with rising labor costs, high turnover rates and mounting pressure to maintain profitability. The workforce challenges facing this sector are unique and complex, requiring innovative solutions tailored specifically to the needs of frontline workers. Harri, an end-to-end people platform designed for hospitality professionals, is stepping in to address these challenges head-on. 

Quincy Valencia, senior vice president of innovation at Harri, recently sat down with 1851 Franchise to share her insights on how the company’s technology fosters a connected workforce, empowering franchise operators to drive engagement, reduce turnover and improve profitability.

What Is a Connected Workforce?

At its core, a connected workforce is one where employees feel engaged and valued in their roles. According to Valencia, “Engagement is simply the degree to which an employee feels connected to their workplace. It’s not just a feel-good concept — it directly impacts profitability and revenue.”

She points to brands like Chick-fil-A as prime examples of businesses that have successfully operationalized engagement to create an exceptional employee and guest experience. “They’re not just focused on delivering a great guest experience; they’ve built an employee experience that makes people proud to work there. Employees feel like part of the business and are motivated to deliver the best experience possible.”

The Challenges Facing Franchise Operators

Despite the critical role frontline employees play, hospitality businesses face significant hurdles in retaining them. According to Valencia, short-cycle turnover is a persistent and costly issue.

“Employees leave before they become productive, creating a costly cycle of recruitment, onboarding, uniforms, training, and lost productivity. This disrupts labor forecasting and directly impacts profitability,” Valencia said. “But reducing turnover is just one piece of the puzzle. Studies repeatedly show that engaged organizations see higher profitability, greater average ticket sales, fewer safety incidents, and less shrinkage from wage or product theft. These benefits all lead to a more profitable operation.”

Harri’s Approach to Engagement

Harri’s platform is designed to enhance the employee experience at every touchpoint, from onboarding to daily operations. “Our technology integrates seamlessly into the flow of work, allowing employees to clock in, trade shifts, and provide feedback through effective surveys that give employees a voice,” Valencia said. “This ensures the process is seamless, integrated into the flow of work, and fosters connection between employees, peers, and management.”

One of Harri’s standout features is its use of real-time insights to address employee concerns. Valencia shares a striking example from a recent pilot program: “An employee flagged an issue during clock-in, stating they felt unsafe taking out the trash at night. Management was able to resolve this quickly, making the employee feel heard and valued. This simple fix had a profound impact on their engagement.”

The Business Case for Engagement

Valencia emphasizes that investing in employee engagement isn’t just about retention; it’s about unlocking business potential. “Engaged workplaces see higher profitability, reduced absenteeism and fewer safety incidents,” she said. “It’s about creating meaningful connections that benefit both the employee and the organization.”

For example, Harri’s platform identifies trends and micro-themes impacting employee satisfaction, allowing operators to make targeted adjustments. “If one person is having an issue, it’s not that their issue isn’t valid, but it’s just one person. However, if you have 30 employees and 15 or 18 of them are consistently rating you a 1 or 2 out of 5 for the same issue, it’s incumbent upon you to address it,” Valencia said. “These incremental changes add up to meaningful improvements in engagement and profitability.”

Technology as a Driver of Connection

Valencia is clear that technology shouldn’t replace human interaction but rather enhance it. “Our goal is to equip managers with data and insights so their conversations with employees are more meaningful,” she said. “Instead of just asking, ‘How was your weekend?’ — which is fine but doesn’t impact the business — you can start discussions that show employees they’re being heard and valued while also driving better business results.”

Harri is also exploring gamification as a way to make work more engaging. “Our next big release, coming next year, will include a rewards and recognition engine,” she said. “Imagine gamifying operational goals — like reducing drive-through times — and using leaderboards, points or coins that employees can cash in for real rewards. It makes work feel more engaging, almost like a game, while driving performance.”

Real-World Impact

Harri’s solutions have already impacted major hospitality brands. Cafua Management Company, the largest Dunkin’ franchisee in the U.S., uses Harri Engage to monitor new employees’ training satisfaction during their critical first 90 days. Jersey Mike’s franchise system leverages Harri to navigate complex labor laws across 50 states, saving time and reducing compliance risks.

“Operators are busy running businesses, but our platform makes it easier to identify and address issues,” Valencia said. “From frontline managers to franchise owners, everyone benefits from a system that enhances communication, engagement, and overall performance.”

A Call to Action

As the hospitality industry continues to evolve, the importance of a connected workforce cannot be overstated. “Employees need to feel heard and know their management will act on their feedback. Regardless of the workplace, this sense of value and connection motivates employees to do their best,” Valencia said. “By giving them a voice and acting on their feedback, you’re not just improving their experience — you’re building a stronger, more profitable operation.”

For franchise operators struggling with labor challenges, Harri offers a holistic, people-first solution. By fostering engagement and connection, the platform transforms workforce management from a pain point into a competitive advantage. And in a labor market where every inch counts, that can make all the difference.

For more information on Harri, visit: https://harri.com/.