Retaining Quality Hospitality Staff in New Zealand's Competitive Job Market

Okay, let's talk about something that keeps pretty much every single one of us in the Kiwi hospitality game awake at night: holding onto our good people. Crikey, it’s a tough market out there, isn’t it? Finding great staff is one challenge, but keeping them happy, motivated, and sticking around? That’s the real mission.

After years running venues and seeing teams come and go, you learn pretty quickly that just throwing money at the problem isn't the silver bullet. It’s about building something more substantial, something that makes people want to stay, even when the pressure’s on or another offer pops up. Here’s what I’ve found really makes a difference here in Aotearoa:

It Starts with Feeling Like You Belong

Honestly, this is massive. People are far more likely to stick with you if they feel like they're part of something good, like a proper team – maybe even a bit like a work whānau. We spend so much time together in this industry, often under pressure, so fostering that sense of camaraderie is crucial.

Think about it: organising a team BBQ now and then, maybe shouting pizzas after a monster shift, actually making an effort to ensure everyone feels included, listened to, and respected, from the kitchenhand right through to the senior managers. When people feel genuinely connected to their colleagues and the place they work, they're far less likely to jump ship for an extra dollar an hour somewhere they feel like just another number.

Giving People a Fair Go with Flexibility

We all know hospo hours can be brutal. Late nights, early starts, weekends... it comes with the territory. But that doesn’t mean we can’t be smarter and more human about it. Offering genuine flexibility where possible isn't just a 'nice to have' anymore; it's becoming essential.

Whether it's being open to sensible shift swaps, accommodating part-time requests where feasible, or just understanding that people have lives outside of work – kids to pick up, appointments to get to, study commitments – it makes a huge difference. When staff feel trusted and respected enough to manage their own time (within reason, of course!), it massively reduces burnout and shows you actually care about their well-being. Happy, less-stressed staff tend to stick around.

A Simple 'Thanks' Goes a Long, Long Way

It sounds almost too simple, doesn't it?

But genuinely acknowledging when someone's done a great job costs nothing and means everything. We can get caught up in the rush, but taking a moment to say, "Hey, you handled that tricky table really well tonight," or "Thanks for staying back to help clean up, really appreciate it," makes people feel seen and valued.

Sure, formal recognition programs and bonuses have their place, especially for hitting big targets. But don't underestimate the power of consistent, sincere, everyday appreciation. It builds morale and reminds people why they bother putting in the hard yards.

Giving People a Chance to Grow

Most good people don’t want to feel stuck in the same role forever. They want to learn, develop, and see a potential future for themselves. Showing that you're invested in their growth is a powerful retention tool.

This doesn't always mean formal qualifications (though supporting those is great too!). It could be pairing a keen junior staff member with a more experienced senior for mentoring, offering cross-training opportunities so they can learn different parts of the business, or simply having open conversations about their career goals and how you might help them get there within your venue. When people see a pathway forward, they're more inclined to stay on the journey with you.

Paying People Properly (and the Little Extras)

Okay, let's be real: you absolutely have to pay competitively. In this market, if your wages aren't keeping pace, you're fighting a losing battle. Do your homework, know what the going rate is, and aim to be fair, if not slightly ahead where you can.

But beyond the base rate, think about the other benefits that matter in hospo. Are your tip systems fair and transparent? Do you provide decent staff meals during long shifts? Maybe staff discounts? These things add up and show you understand the specific pressures and perks of the industry. Regularly checking that your whole package stacks up is vital.

Using Tech Smartly (Without Losing the Human Touch)

Tech can definitely help make life easier – slicker rostering systems, easier ways to communicate updates, maybe even platforms for quick shout-outs or feedback. These tools can streamline things and keep everyone in the loop, which is great for engagement. Just remember, tech should support the human connection, not replace it. Keep the face-to-face chats going!

Navigating the Quiet Times Together

Seasonality is a biggie for many of us in NZ. How do you keep your core team engaged and financially secure during the inevitable downturns? This needs careful planning.

Could you guarantee a minimum number of hours? Offer training and development during slower periods? Maybe use the time for those deep-cleaning projects or menu development sessions? Finding ways to keep your team stable and feeling secure through the quiet patches is key to having them ready and willing when things inevitably ramp up again.

Wrapping it Up

At the end of the day, holding onto good hospitality staff in New Zealand comes down to treating them like the valuable assets they are. It’s about creating a positive environment where people feel respected, supported, fairly compensated, and see a future for themselves.

It takes effort, consistency, and genuine care, but building that loyal, dedicated team isn't just good for morale – it's absolutely fundamental to the success and reputation of your entire business. Let's keep looking after our crews – they're the heart and soul of what we do.

Cheers to that.

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About the Author
Joshua Thomas is the founder of Hospo HR, an experienced hotelier, and an advocate for New Zealand's vibrant hospitality sector. Always immersed in the latest hospitality trends, news, and updates, his passion stems from his lifelong love as a devoted foodie. Connect with Joshua and his community of hospitality professionals.