After three decades immersed in the rhythms and rituals of the hospitality world, I’ve come to appreciate a hard truth: retaining great people is more art than algorithm. Today, the UK hospitality sector finds itself at a defining crossroads. With 132,000 job vacancies nearly half again as high as pre-pandemic levels—hoteliers aren’t just managing properties; they’re firefighting a talent drought.
This isn’t just about numbers. It’s about the soul of the sector. Brexit’s quiet departure took more than just politics it quietly thinned the ranks of skilled EU workers who once formed the industry’s backbone. Now, with the All-Party Parliamentary Group for Hospitality and Tourism stepping in, it’s clear the issue has entered the national conversation. The goal? To map the roots of the retention crisis and offer actionable remedies.
But while policy is debated in Westminster, those of us on the ground need practical tools. Here’s what I’ve learnt about attracting—and crucially, keeping—hospitality talent in a post-pandemic, post-Brexit Britain.
1. Tell It Like It Is: The Power of Honest Job Descriptions
If recruitment is a handshake, then the job description is the eye contact. Get it wrong, and you’re setting the relationship off on a shaky foundation.
Roughly 30% of new hospitality hires leave within the first three months largely because the reality doesn’t match the brochure. Yet, the inverse is promising: staff who stay beyond that probation window are 50% more likely to stick around long-term.
The fix? Clarity. Paint the role as it truly is warts, wonders, and all. Don’t oversell. Instead, equip candidates with a full view of responsibilities, rhythms, and pressures. That transparency builds trust and trust is the bedrock of loyalty.
2. Culture Isn’t a Buzzword It’s the Backdrop
Wherever I’ve worked be it at the Ritz-Carlton or a family-run inn in the Lakes one constant holds: people stay where they feel heard, respected, and empowered.
An open, responsive culture isn’t a perk—it’s a strategy. Encourage team members to contribute ideas, and show you’re listening by acting on what’s feasible. This breeds ownership. When staff feel they can shape the place they work in, they’re far less likely to walk away from it.
Regular one-to-ones, clear communication lines, and flexibility in shift scheduling are vital. A touch of humanity like honouring childcare needs or commutes—can have a disproportionate impact on retention.
3. Wages That Speak and Perks That Follow Through
In 2024’s Access Salary Survey, 95% of respondents named fair pay as the benefit they valued most. The message? Competitive salaries are not a benefit—they’re the baseline.
Yet the extras matter, too. Fair tip distribution, especially with the new Code of Practice coming into force in October 2024, will no longer be optional it’ll be law. No more withholding service charges; what’s earned must be passed on.
Go further: performance-based bonuses align individual effort with business outcomes. When your people see that hard work moves the needle and their payslip motivation soars. Add in well-being perks (meals, gym access, private healthcare, pensions), and you’re not just building compensation. You’re building commitment.
4. From Clocking In to Climbing Up: Career Progression Matters
The same Access survey found 88% of hospitality professionals place high value on learning and development. This isn’t about ticking HR boxes—it’s about fuelling ambition.
From cross-training to NVQs, in-house workshops to external partnerships with hospitality schools, the options are rich. Support your people’s personal growth, and you’ll benefit from sharper skills and stronger loyalty.
It’s a simple equation: when people see a future with you, they’re less likely to leave you.
5. Reward Isn’t Just Monetary It’s Human
In my early years, I watched how senior teams celebrated success. The places that retained talent best were those that noticed effort, not just output.
Recognition programmes whether it’s an Employee of the Month or a quiet thank-you over a team dinner build emotional equity. Make recognition public and personal. Share wins in newsletters. Celebrate milestones. Praise initiative, not just results.
The outcome? A culture where contribution is visible, and loyalty is mutual.
Final Thought: Your Workforce Is Your Signature
In hospitality, you’re only ever as good as the people who greet your guests, plate your food, and steady the ship in a crisis. That’s why retention isn’t an HR task—it’s a leadership imperative.
By focusing on transparent hiring, people-first culture, fair rewards, development pathways, and authentic recognition, hospitality leaders can create a workplace where talent doesn’t just arrive it thrives.
