By Marisa Bidois – CEO Restaurant Association of New Zealand
As we reflect on the year that’s been, it’s hard to ignore the immense challenges we’ve faced in hospitality. An economic downturn has tested the resilience of businesses across the country, and our industry has found itself grappling with the realities of being an analogue sector in an increasingly digital world. These challenges have underscored a need for innovation, adaptability, and collaboration as we navigate our way forward.
Challenging Times, Stronger Together
This year has been tough for many. Rising costs, shifting consumer behaviours, and the lingering impacts of COVID-19 have created a perfect storm of challenges. However, amid this hardship, we’ve seen the extraordinary resilience of our industry. Operators have adapted with ingenuity, finding ways to cut costs, diversify offerings, and keep their doors open.
The drop in food prices this October offered a glimmer of relief, but it’s clear that long-term sustainability will require more than momentary reprieves. We need systemic changes, and that’s where collective action comes into play.
The Analogue Reality in a Digital Age
Hospitality, at its heart, is about human connection—a distinctly analogue experience. Yet, in a digital world, staying tech-enabled is no longer optional. From streamlining operations with smart POS systems to enhancing customer engagement through data-driven insights, we need to embrace technology without losing the personal touch that defines us. The message is clear: we must evolve to meet customer expectations while retaining the warmth and authenticity that make hospitality special.
Building the Future Workforce
Looking ahead, one of our greatest opportunities lies in nurturing the next generation of hospitality professionals. Today’s young workers bring different expectations—they value work-life balance, purpose, and opportunities for growth. We must acknowledge these differences and build workplaces that support and inspire them.
This year’s Hospitality and Tourism Employment Survey provided valuable insights into what our workforce needs to thrive. It’s clear that investing in skills development, wellbeing initiatives, and career pathways will be critical to attracting and retaining talent. We must look after our people because they’re the foundation of everything we do.[ Read the full report here ]
Hospitality Summit 2024: A Roadmap for Change
One of the year’s standout moments was the inaugural Hospitality Summit in Wellington. This landmark event brought together industry leaders, government representatives, and stakeholders to tackle the sector’s challenges head-on and lay the groundwork for a brighter future.
Held at Parliament Buildings, the Summit was a platform for collaboration, with feedback from hundreds of businesses shaping a comprehensive set of draft recommendations. These include “quick wins” such as improving data use, simplifying compliance, and addressing immigration hurdles, alongside long-term goals like promoting food tourism, creating tailored training programs, and securing more transparent funding for hospitality.
The Summit showed us what’s possible when we work together, and while government approval of these recommendations is still pending, the dialogue has begun. This is our chance to co-design a roadmap for change, ensuring that hospitality thrives as a vital part of New Zealand’s culture and economy.
What Do Customers Want in 2025?
As we step into a new year, it’s essential to keep our focus on the customer. Expectations are evolving—diners are looking for more than just good food; they want memorable experiences, transparency in sourcing, and values that align with their own. Whether it’s embracing sustainability, elevating service, or integrating technology seamlessly, we must stay attuned to these changing demands.
Looking Ahead
While 2024 has been challenging, it’s also been a year of learning, resilience, and collective action. The Hospitality Summit and initiatives like the new partnership with Helmet to develop a wellbeing app are just the beginning. By investing in our people, embracing technology, and advocating for industry-wide change, we can build a stronger, more sustainable future.
Hospitality is more than an industry—it’s a community. Together, we can navigate these challenges and create opportunities that allow us all to thrive.
Here’s to a year of growth, innovation, and looking ahead with optimism.
