In the fast-paced world of technology, a workforce needs to be flexible — but how flexible, exactly?
The subject of workplace flexibility has been a regular topic of consideration since the Covid-19 pandemic, after which perspectives and preferences on the ideal office experience have undergone several waves of change.
According to survey data from Gallup, the majority of workers in remote-capable roles previously preferred on-site work in 2019 with a dramatic shift to preferring remote work in 2020 — clearly due to the pandemic. That preference remained for a couple of years, as the workforce got acquainted with the dramatic shift in their environment.
Then, the pendulum started to shift back toward returning to the office. Now, workers expect a hybrid office in the long term, with 60 percent of employees preferring hybrid work overall. The steadily increasing preference for hybrid offices indicates that employees feel more comfortable and engaged with their work when they have a degree of flexibility.
For Amy Pagano, a talent and experience manager at Favor Delivery, hybrid flexibility has been both a guiding principle for her team members’ happiness and a blessing in times of personal hardship. When her sister was hospitalized out of the blue, Pagano was quickly able to make time in her work schedule to be with her, and she credits the flexibility of Favor’s office and the encouragement of her team for making that possible.
“The support I received from my leaders brought me to tears,” said Pagano.
Built In Austin sat down with Pagano to learn more about Favor Delivery’s hybrid office culture.
Favor Delivery is a Texas-based food and beverage delivery service.
How has a hybrid workspace evolved over time at Favor? What does the hybrid experience look like now?
Favor has always operated in a hybrid setup, as we have team members scattered across Texas and even some beyond. However, before Covid-19, our Austin-based team worked in the office daily. Once Covid-19 hit, everyone started working remotely. This continued for quite a while, but today we are back to a hybrid setup.
For those team members who live in Austin, we have an amazing office space on the east side of the city. We ask our local team to spend two days a week in the office, and the rest of the time they can choose to work remotely or in the office. Our non-local team members primarily work remotely, but we offer a few companywide events throughout the year and try to bring everyone to Austin for meaningful in-person connection. No matter where our team members are, a focus on flexibility remains our priority!
“No matter where our team members are, a focus on flexibility remains our priority!”
What’s one lesson you’ve learned working in a hybrid office? What tools set your people up for success?
As a manager of talent and experience, I’ve learned that successfully implementing hybrid work requires deliberate planning. When you take the time to be intentional, you can create highly effective, interactive and inclusive experiences tailored to a hybrid environment. For example, we offer a hybrid training program for new managers to complete within their first few months.
Also, we have found great success by leveraging the right tools. We use Zoom breakout rooms exclusively for remote participants, while in-person attendees break out into groups physically. Everyone then reconvenes on Zoom for a group discussion. The Zoom chat is a highly effective communication tool for both in-person and virtual attendees, allowing us to send links, track attendance and use the Zoom annotation tool for on-screen interactions.
Additionally, we use Miro for brainstorming and sharing information, which helps us create real-time resources that managers can refer to later. Lastly, we found that using Slido for pre- and post-course evaluations was a fun and effective way to get feedback in real time from participants. All of these tools work well for both in-person and virtual audiences.
What do you think is the secret behind Favor’s success when it comes to hybrid work?
Our success in hybrid work is rooted in focusing on people. Every decision is made with careful consideration of its impact on team members, and our hybrid work policies reflect this commitment. We recognize the value of both on-site and remote work, understanding that each has its place. By embracing both, we’ve struck a balance that enhances flexibility and productivity.
Our team members, myself included, appreciate the emphasis on flexibility. To share a personal example, last year my sister was unexpectedly hospitalized — she’s OK now, thank goodness. I am unbelievably grateful that I had the flexibility to adjust my schedule to be with her.
Listening to our team is another key to our success. Our leadership values feedback, fostering an environment where team members feel safe to share their thoughts. This feedback loop has been instrumental in identifying what works and what doesn’t, driving continuous improvement. Transitioning from a fully remote workforce during Covid-19 to a hybrid model wasn’t always perfect, but we have adapted based on team input, making necessary changes along the way.
