Most operators are obsessed with finding A-players. They ignore the real game.

Retention Is the Real Profit Lever

Hospitality

April 01, 2026•1 min read

Most operators are obsessed with the search for A-players.

·Better ads.

·More interviews.

·More resumes.

But they ignore the real game:

Keeping the people they already have.

A few facts:

i. The hospitality industry has some of the highest turnover rates in the world (often 70–100%+ annually)

ii. Replacing one employee costs thousands when you factor in hiring, training, and lost productivity

iii. New hires are at their weakest in the first 90 days—while interacting with hundreds of guests

So every time someone leaves…

You don’t just lose a person.

You lose:

✓Experience

✓Relationships with guests

✓Consistency

✓Momentum

And here’s the part most people miss:

Turnover is a profit problem. Not an HR problem.

What do the Best Operators Do?

They don’t just hire better.

They retain better.

They focus on:

① Clear expectations

② Values alignment

③ Consistent leadership

④ Coaching in real time

⑤ Recognition (what gets celebrated gets repeated)

⑥ Creating an environment people don’t want to leave

Because great people don’t just work for money.

They stay for:

✅ Growth

✅ Respect

✅ Stability

✅ Being part of something that matters

...and they have many options on where they work.

The Shift...

Stop asking:

“Why can’t I find good people?”

Start asking:

“How do we strengthen our retention program?”

Pro Tip:

Come up with 5- 10 low-cost, high-value perks for each role.

For example, kitchen team:

→Mentorship program

→Continual education

→Professional footwear allowance (annually)

→Clear path to promotion

→Consistent schedules

Hire well.

Induct thoroughly.

But more importantly…

Keep them.

Sean Finter

Sean Finter is a Canadian-born entrepreneur, consultant, and speaker renowned for his significant contributions to the hospitality industry. He began his career at the age of 12, working as a dishwasher in a truck stop, where he developed a deep appreciation for the intricacies of the restaurant business. In 1999, Finter founded Barmetrix, a consulting firm specializing in assisting bars and restaurants in enhancing profitability and operational efficiency. Under his leadership, Barmetrix expanded its reach, establishing offices in Australia, the United Kingdom, Canada, and the United States, and has collaborated with over 1,000 on-premise accounts. Finter is also the creator of "Napkinomics," a methodology derived from a 20-year study aimed at understanding why some restaurants succeed while others fail. This approach provides tools, guidance, and strategies to help hospitality businesses thrive. As a sought-after speaker, Finter shares his expertise at various industry events, such as the Lisbon Bar Show, where he discusses topics like brand building in the digital age and effective competition strategies for bars and restaurants. Throughout his career, Finter has been dedicated to elevating the standards of the hospitality industry by offering insights into decision-making, growth, marketing, and creating unique guest experiences. His commitment to excellence continues to inspire and guide bar and restaurant owners worldwide.

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