The New Rules of Workplace Hospitality: Key Findings from the 2026 Report

Michael Fildes-PeaceManaging Director Circles UK & Ireland

There's an inconvenient reality facing workplace leaders: a return-to-office policy and an actual return to the office are two different things.

 

Hybrid working has fundamentally changed employee expectations. Every journey into the office is now weighed against the flexibility, convenience and comfort of working elsewhere. If organizations want people to choose the workplace, the experience must justify the commute.

 

That's one of the biggest themes in our global State of Workplace Hospitality Report 2026, which explores how leading organizations are creating workplaces people genuinely want to use - not because they must, but because they see value in being there.

 

A few insights stood out to me. 

The office must earn the commute

Gallup reports that just 20% of employees worldwide are engaged, and employee engagement has now declined for two consecutive years. At the same time, 51% of employees rank work-life balance among their highest priorities, making the overall workplace experience more influential than ever.

The conversation has moved beyond return-to-office mandates. Today's challenge is designing workplaces that people actively choose. 

Belonging matters more than amenities

Many organizations continue investing in better offices, upgraded technology and new amenities. Those investments have their place, but they rarely explain why people come in.

 

Our research found that 90% of employees identified belonging and team connection as their primary reason for being in the workplace. Across the wider body of workplace research, the message is consistent: people come for collaboration, relationships and shared experiences far more than they come for physical perks.

 

Creating those moments requires intentional service, thoughtful hospitality and experiences that make people feel welcomed, supported and connected.

Employee experience is now a business issue

The financial case has become increasingly difficult to ignore.

The report highlights research linking belonging to stronger business performance, lower absenteeism and improved retention. At a time when organizations continue to invest heavily in attracting and retaining talent, the workplace experience has become an important commercial lever, not simply a cultural initiative.

One workplace can't meet everyone's needs

Today's workforce spans multiple generations, different working patterns and varying expectations.

 

Some employees place greater emphasis on flexibility and wellbeing, while others prioritize convenience, reliability and practical support. Expectations also differ across regions, generations and cultures, meaning global organizations need to balance consistency with local relevance.

 

Personalization is becoming one of the defining characteristics of successful workplace hospitality.

Technology should support, not replace, the human experience

Today’s workplace technology is changing how services are delivered, making it easier to remove friction, personalize support and understand employees’ needs. Used well, this kind of technology can flag when a team is under-served, streamline booking and requests, or surface the small details from a returning visitor's preferences to a recurring team's needs. All these things make people feel recognized rather than processed.

At the same time, organizations need to build trust through transparency around data and responsible use of technology. The best workplaces are using technology to enhance human interactions, not replace them.

Circle’s proprietary technology connects the entire service ecosystem, supporting hospitality teams with the workflows, insights and operational structure needed to deliver consistent, high-quality experiences at scale.

Hospitality is becoming a competitive advantage

Perhaps the strongest message from this year's report is that workplace hospitality is no longer a nice-to-have.

Leading organizations are rethinking every interaction (from arrival experiences and front-of-house services to concierge support and community programming) to create workplaces where people feel genuinely welcomed and valued.

 

The organizations that succeed won't necessarily have the newest buildings or the biggest amenity budgets. They'll be the ones that consistently create experiences employees believe are worth the journey.

 

The report explores these themes in much greater depth, alongside the latest workplace research, practical frameworks and case studies from organizations already putting workplace hospitality into practice.

Read the report

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