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December 5, researchers from Auckland University of Technology (AUT), on behalf of the Ministry of Business Innovation and Employment (MBIE) released their findings from a 2024 survey of the tourism and hospitality workforce.
Here’s what’s inside.
Growing Pains
The 2024 Hospitality and Tourism Employment Report reveals a juxtaposition of progress and continuing challenges in New Zealand’s Hospitality and Tourism sectors. Drawing on data from over 1,000 survey respondents, the report paints a picture of an industry on the rebound but not without its growing pains.
Supply and Demand
From those findings, Post-COVID-19, New Zealand’s hospitality and tourism sector is making strides. With an 8.4% workforce contribution and $37.7 billion in economic impact, the industry is regaining its footing. Yet, as Associate Professor David Williamson outlines in the report’s introduction, this recovery comes with a critical challenge: “The demand for workers has increased, but the supply has not kept pace, particularly in regions heavily reliant on international visitors.”
Training opportunities—a cornerstone for sector stability has seen significant improvement. As highlighted in the report, 57.2% of employees believe training opportunities are “good,” a leap from 40.5% in 2022. Similarly, overall job satisfaction has risen to 67.5%.
Living Wages
Despite these gains, the report also reveals that pay remains a critical issue. Over half of the workforce (51%) earns below the Living Wage, a statistic that climbs to an alarming 71.8% among frontline workers. Gender and role imbalances remain, with female and neurodivergent employees reporting higher rates of burnout and dissatisfaction.
A co-author of the report, Dr. Candice Harris outlines the implications and says “Fair compensation and sustainable working conditions are not just ethical imperatives—they are essential for retaining a skilled workforce.”
Bullying and Burnout
Workplace culture also emerges as a mixed bag. While 74.3% of employees feel respected by their managers, reports of bullying and harassment remain static at 23%. The report calls this a “critical area requiring immediate attention,” noting that these issues heavily influence turnover, with over 60% of employees either planning to leave their jobs or uncertain about their future in the sector.
Sustainability Gains Ground
On a positive notes sustainability is becoming a priority. More than half (56.8%) of respondents agreed their workplaces practice good environmental organisation. This reflects a growing trend among employees who value eco-conscious workplaces—a potential distinction in retaining talent.
Survey Reflections
Within the survey, participants shared real reflections. One fast-food worker described their situation as “unsustainable,” citing poor wages and high stress. In contrast, an older manager from a large organisation expressed satisfaction, stating, “I feel supported and recognised—this job allows me to thrive.”
The Road Ahead
The report ultimately calls for systemic changes, urging employers to address imbalances, to look deeper at fostering supportive environments, and prioritise sustainability. It also highlights opportunities to leverage the sector’s strengths—such as its sociable nature and career advancement potential. Read the full report here
