Creating a culture that retains staff: Why people-first operators thrive
Op-Ed: Are you treating your staff like people—or just positions to fill? Sam Steel, Resly, explains how getting this right transforms team culture.
Staff turnover has always been a challenge in the hospitality industry, but it can feel relentless for Australian accommodation operators, especially in regional or seasonal locations.
Roles are often casual, the hours can be unpredictable, and competition from other industries (not to mention international travel) means many employees don’t stick around long enough to truly grow into the role.
But that doesn’t have to be the case.
Building a positive, resilient team culture isn’t just about offering good pay—it’s about creating an environment where people want to stay, contribute, and thrive. Here’s how to build that kind of culture.
Published in the July edition of Resort News, the management rights industry magazine. Read it HERE
Invest in cross-training for confidence and flexibility
When employees understand how different parts of the accommodation business operates—from housekeeping and the front desk to food and beverage—they gain confidence and feel more capable. This creates a stronger, more agile team that can step in when someone’s away or when operations are stretched during peak periods.
Cross-training also sends a powerful message: We see you as more than just a job title. We’re investing in your growth.
Pro tip: Schedule monthly job-swap days or cross-department shadowing for junior staff.
Recognition is free—and it works
Never underestimate the impact of a simple “thank you” or shout-out in a team meeting. Staff who feel seen and appreciated are far more likely to stay engaged and loyal. Recognition doesn’t always need to be formal or monetary – it can be as easy as a handwritten note, a team lunch, or a leaderboard of positive guest feedback.
Want to level it up?
Create a monthly “Star” award, voted by peers. Small gestures, big results.
Embrace flexible rostering and time-off planning
Work-life balance isn’t just a nice-to-have anymore—it’s expected. And in regional Australia, it’s especially important to accommodate school pick-ups, community events, or other personal commitments. People will often repay that flexibility tenfold if you can be flexible with rosters.
Use rostering tools or apps that allow staff to view, and swap shifts easily. Clear communication goes a long way in reducing stress and improving morale.
Involve staff in decision-making
Your frontline team often knows more about what’s working (and what’s not) than anyone else. Invite them into conversations about guest experience, operations, or even minor upgrades. When people feel heard, they feel empowered.
Staff suggestion boxes (physical or digital), quarterly town halls, or informal “open floor” discussions can generate great ideas—and uncover small changes that make a big impact.
Show the path forward
Many hospitality staff, particularly younger ones, don’t stay long simply because they don’t see a future. Change that narrative by sharing success stories of people who moved from casual roles into leadership positions – or offer training and certificates that support career progression.
Finding staff is only half the problem—upskilling them is just as critical. Some resources provide accessible training for new job seekers looking to build careers in management rights and the accommodation industry. Programs can be powerful onboarding tools, especially when you’re hiring from outside traditional hospitality backgrounds.
Partner with local TAFEs, tourism bodies, or platforms like QTIC to offer micro-credentials or subsidised training. A bit of structure goes a long way in helping people commit to the long game.
Culture drives everything
Accommodation businesses that retain great people aren’t just lucky—they’re intentional. They treat staff like people, not positions. They build environments where people feel trusted, respected, and part of something worthwhile.
Yes, it takes time and effort. But the return on that investment—better service, lower recruitment costs, higher morale – is worth every second.
If you’re still spending more time running your trust account and chasing paperwork than supporting your team, maybe it’s time your systems caught up. Update PMS tools that help operators free up time, streamline operations, and focus on what really matters—their people.
Resly celebrates excellence with the return of The Best of Tourism Awards 2025!
Join us for an unforgettable night celebrating excellence in tourism. Nominate your industry standouts and secure your tickets today 
thebestofawards.com.a
