Why Your Best Staff Keep Leaving (And It's Not About Money)
For nearly two decades, I’ve worked in and alongside hospitality venues across New South Wales. I’ve seen the same story play out countless times: a talented staff member starts strong, shows promise, and then—just as they’re hitting their stride—they hand in their notice. Most venue owners chalk it up to money. But here’s the uncomfortable truth: it’s rarely the main reason.
Since the emergence of online learning, there has been a discussion on whether online classes are better than traditional classes. There have been competing schools of thought with valid arguments for and against both.
In the case of distance learning, it may be most appropriate at colleges and universities. Research data consistently indicate that students strongly prefer distance education.
Distance learning allows students to balance their other commitments more effectively, at least in cases they are adult learners, commuters, and part-time students. They don’t believe that they sacrifice a quality education for the convenience of utilizing distance learning.
However, both traditional and online learning comes with advantages and disadvantages. When is online learning more convenient than traditional learning? This blogpost indicates the real potential of online learning versus traditional classes.
The Real Reason: Frustration and Disengagement
When I sit down with departing staff, the conversation almost never starts with pay. Instead, I hear about:
- Unclear expectations: Staff are thrown into service with minimal guidance, left to “figure it out as they go.
- ”Lack of confidence: Without proper training, even experienced hires feel uncertain—about the menu, the wine list, or how to handle tricky customer requests.
- Embarrassment: Simple mistakes, especially with food and beverage knowledge, lead to awkward moments in front of guests.
- No sense of progress: There’s no pathway to learn, improve, or take on new responsibilities.
Training Isn’t a Box to Tick—It’s the Heart of Retention
Too often, training is treated as a one-off induction or a quick walk-through before a busy shift. But hospitality is complex. Your team needs more than a handbook—they need structured, ongoing support.Here’s what I’ve learned after 17+ years in the industry:
- People want to feel competent. When staff know their stuff, they enjoy their work—and it shows in their performance.
- Confidence reduces turnover. The more prepared your team feels, the less likely they are to leave after a tough shift.
- Ongoing training fosters loyalty. When you invest in your team’s growth, they invest back in your business.
The Bottom Line
If you’re losing great staff, don’t just look at your payroll. Ask yourself: Are you setting your team up for success, or for frustration? The venues with the best retention rates aren’t always the ones paying the most—they’re the ones building confidence and capability from day one.
What’s your biggest staff retention challenge right now? I’d love to hear your experiences—and share what’s working for venues like yours.
What’s your biggest staff retention challenge right now? I’d love to hear your experiences—and share what’s working for venues like yours.