Beyond the Roster: Attracting and Retaining Quality Staff in Regional Accommodation
In the world of accommodation, especially in regional areas, retaining quality staff has become one of the biggest threats to sustainability. Operators aren’t just trying to fill roles in the roster—they’re often stepping into them themselves. From managers cleaning rooms after hours to owners covering night check-ins and early breakfasts. Attracting and retaining quality staff continues to be a struggle, and for many, the strain is both operational and personal. But there are ways forward—approaches that look beyond the traditional job ad and toward building a place where people genuinely want to work.
Staffing challenges have been an issue within the hospitality industry for many years. Unfortunately the pandemic brought the issue to the forefront and almost doubled the size of the situation. Operating a regional accommodation property during and after the pandemic was physically and emotionally draining. From my personal experience, long days began before dawn and were filled with cleaning, guest service, and maintaining heightened cleanliness standards to meet guest expectations. When allowed to travel, there was an influx of travellers seeking work, however the lack of available accommodation created a barrier to hiring. Following the pandemic, as “revenge travel” took off and business surged, the persistent staffing shortages left operators exhausted and struggling to stay motivated despite the commercial success.
The following years brought the staffing rollercoaster. where periods of being fully staffed were followed by periods of little to no staff. The lack of rental accommodation was one of the biggest challenges for many businesses, especially in regional areas. As pay rates increased along with many other running costs more owners were taking on additional jobs to keep costs low to the detriment of their own wellbeing.
Moving forward and staffing continues to be a challenge for many properties. As with all progress, operators are learning to adapt and look outside the box for solutions. They are seeking alternative ways to maintain their property, keep costs down, guests happy and enjoy their business once again. In speaking with operators, along with my personal experience, I’ve discovered different ways to help in the challenge that is building a strong and resilient business.
Cross training staff in different aspects of the business can boost their hours, improve job satisfaction, and help fill gaps when others are unavailable, including management. This approach also creates a more resilient and adaptable team.
Regularly showing appreciation can have a meaningful impact. Simple gestures—like bringing in a cake for a team member’s birthday or offering morning tea during a busy period— will let the team know that their efforts are seen and valued. Jumping in to help when needed will also help to build respect within the team and the operations.
Look outside the box when recruiting. Placing ads in local newspapers or noticeboards as well as Facebook groups can help to attract a variety of team members. These methods can attract candidates who may not be actively job-seeking but are open to the right opportunity, particularly in regional areas.
Review procedures to see if there are any technological advances that can streamline processes or reduce workload. Along with regular review of all running costs ensures that the property is running as efficiently as possible.
Become friends with your competitors. When operators support each other in good times and bad there is only ever a good outcome. Whether it is purely as a support network with a regular get together, the connection will be invaluable. Properties may even be able to share staff and work together for everyone’s benefit.
While technology has its place, it doesn’t always solve the real challenges of staffing in regional accommodation—especially at reception. International travellers often arrive late, with limited contact details from third-party sites and potential language barriers, making personal interaction important. Despite advances in automation, it’s not uncommon for regional operators to revert to simple, practical solutions—like leaving a personalised welcome letter and room key in the unit—ensuring guests feel looked after, even when a face-to-face check-in isn’t possible. And when it comes to cleaning rooms, the reality remains—there are no robots doing the hard work. People remain at the heart of delivering a quality guest experience.
Although there is no complete solution to the staffing problem, there are actionable steps forward to help operators maintain their property and lifestyle.
Building a strong supportive community will benefit operators and the community. Making small, considerate changes within the operation can help in reducing the impact and ongoing stresses for owners and managers. Working alongside team members at different levels will help to build appreciation and respect which can be replicated in tough times.
As with every challenge faced there is a level of comfort in what we have previously experienced and the knowledge that we will succeed and come out the other side better than before.
