Employees embroiled in toxic cultures are ready and willing to quit
Hospitality managers are being urged to back employees on the receiving end of rude behaviour, if they want to attract and keep good people for their businesses. This was the advice of Genius You CEO Simone-Ellen Keller, also a former bar owner, who pointed out that it’s unlikely that unfavourable working conditions are the sole reason for the skills shortage. According to Keller, low pay, demanding working conditions, and even a drop in immigration have always been present and did not deter workers from joining the industry in the past.
"Hospitality staff shortages is a global issue and even countries that pay well or don't rely on immigrants are struggling. In my experience, people who work in hospitality are often gregarious and they're there for the party as much as anything else," Keller said.
Keller pointed out that the growing cases of rudeness and intolerance from customers are most likely the factors driving workers away. Retail NZ previously reported that retailers continue to face "high levels of in-store violence, aggression, and anti-social behaviour."
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"I think the workforce that is coming through, your Generations Ys, expect to be treated better, but rude and abusive customers are now a constant occurrence," Keller said. "If we want to continue to enjoy good service from great bars, pubs and restaurants, then we the public need to be better and make sure the environment is safe for the people serving us."
Keller advised hospitality managers to let their staff express themselves, adding that business will be "better for it."
"Without the support of management and their team members, hospitality staff will simply not cope in this tense atmosphere we are living in. If you want to keep and attract good people, make sure you are worthy of their loyalty," Keller said.
Keller also reminded customers that "rudeness begets rudeness."
"Rudeness will come right back at you and your future experiences will be worse, because an increasingly rude public is driving the true professionals out of the industry,” she said. ”That means the next time you go out the customer service may well be even worse because they are understaffed and all the professionals who loved their jobs have left."
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Retail NZ has already advised the public to avoid being aggressive towards retail workers, with "Shop Nice" signs already put up to keep their behaviour in check.
"Retail NZ is encouraging New Zealanders to take a moment and breathe instead of involving retailer workers in an undue aggressive or tense situation," said chief executive Greg Harford. "Kiwis will continue to see Shop Nice posters throughout retail stores, social media content and advertising, as a reminder of the impact undue actions can have on workers."
