- Click Boarding: U.S. hospitality workers ghosting employers.
- Ghosting raises staffing costs in hospitality.
- Poor employer communication increased ghosting.
MORE THAN HALF of U.S. hospitality workers ghosted a new employer during the hiring process, according to Click Boarding, a human resources software provider. The situation is creating hiring challenges for employers.
The new Click Boarding survey conducted by OnePoll among 2,000 U.S. adults found that 52 percent of employees in the hospitality, retail and events sectors have ghosted a new employer. Of them, 60 percent did so after receiving a formal job offer, while 31 percent ghosted after accepting one, leaving employers little time to fill vacancies.
The survey also found that slow or poor employer communication made 37 percent of hospitality workers more likely to ghost.
“When this happens after an offer has been made or accepted, the impact on HR teams is immediate,” said Christine Marino, Click Boarding's chief strategy and transformation officer. “It can mean restarting the hiring process, extending vacancy periods and placing extra pressure on teams that are already stretched.”
Many respondents had ghosted more than once, the report said. Around 81 percent of respondents who admitted ghosting had done so more than once, most commonly three times, while 46 percent said it has become an accepted part of the hiring process.
Click Boarding said ghosting can be costly in hospitality, where staffing levels directly affect operations. It estimates that 75 to 90 percent of hiring investment is lost when a candidate ghosts after accepting an offer but before the start date.
“The cost of this turnover is very much quantifiable and it can be felt even more in hospitality, which is so revenue-driven,” Adam Wachtel, Click Boarding's chief technology officer, said. “Most hiring costs are lost when candidates ghost after accepting an offer but before starting work.”
The report cited SHRM data estimating the average cost per hire at $5,475. It said recruitment costs rise when employers use outside agencies.
Marino said candidate ghosting is often driven by disengagement before employment begins rather than irresponsibility. The survey found that 37 percent of hospitality and retail workers said slow or poor employer communication made them more likely to ghost.
It found that 46 percent cited unprofessional behavior or comments during interviews, while 37 percent said feeling unwelcome or not connecting with company employees made them more likely to ghost.
“These findings actually reinforce something we see consistently across the market: candidates are far less likely to ghost when they feel respected,” Marino said.
Click Boarding recommends a three-phase preboarding process to reduce candidate drop-off. It said employers should provide clear next steps after an offer is accepted, support candidates through onboarding tasks and set expectations, and build connections before the first day through introductions and a first-week overview.
The report said consistency and relevance matter more than the frequency of communication. It added that even small, personalized interactions before an employee starts work can reduce candidate drop-off.
A February whitepaper by The Staffing Agency found that about 65 percent of U.S. hotels face staffing shortages despite rising wages. It said turnover remains high because of immigration limits and other factors.
