Hospitality has one of the highest staff turnover rates in Australia, making efficient onboarding essential. Get it wrong, and you'll lose new hires within weeks. Get it right, and you'll build a team that stays.
This guide covers everything you need to onboard hospitality staff in Australia — from RSA and food safety requirements to Fair Work compliance and first-shift preparation.
Why hospitality onboarding is different
Hospitality isn't like other industries. Staff often start within days of being hired, work irregular hours, and face customers immediately. There's no luxury of a gradual introduction.
The challenges unique to hospitality onboarding include:
- Certification requirements — RSA, food safety, and RSG certificates are legally required for specific roles
- Fast turnaround — new staff may need to start within 48 hours to cover gaps
- Shift-based work — onboarding often happens around irregular shift patterns
- High customer contact — staff represent your brand from day one
- Complex awards — the Hospitality Award has specific penalty rates and conditions
Using employee onboarding software designed for shift-based teams can streamline this process significantly.
Pre-employment requirements
Before a hospitality employee can legally start work, you need to collect specific documents and verify certifications.
Essential documentation
Documents required before first shift
- Signed employment contract (full-time, part-time, or casual)
- Tax file number declaration
- Superannuation choice form
- Proof of identity (passport, driver's licence)
- Proof of work rights (visa, citizenship)
- Bank account details for payroll
- Emergency contact information
- Fair Work Information Statement acknowledgement
Certification requirements by role
Different hospitality roles have different legal requirements:
| Role | Required certificates | Notes |
|---|---|---|
| Bar staff | RSA (Responsible Service of Alcohol) | State-specific, must be current |
| Kitchen staff | Food Safety Supervisor or Food Handler certificate | At least one FSS per venue required |
| Gaming staff | RSG (Responsible Service of Gambling) | Required in venues with gaming |
| Security | Security licence | State-issued, requires background check |
| Wait staff | RSA (if serving alcohol) | Can work without RSA if not serving alcohol |
Track all certifications and expiry dates with licence and certification management software to avoid compliance issues.
First shift preparation
A hospitality employee's first shift sets the tone for their entire employment. Poor preparation leads to confused staff, frustrated managers, and unhappy customers.
Before they arrive
Manager's checklist before first shift
- Confirm start time, location, and who they should ask for
- Prepare uniform or advise on dress code
- Set up POS system login credentials
- Brief the team that a new starter is coming
- Assign a buddy or mentor for the shift
- Print or share venue-specific procedures
- Ensure all certifications have been verified
First shift essentials
On their first shift, new hospitality staff should cover:
- Venue tour — kitchen, bar, storage, break room, emergency exits
- Health and safety — fire procedures, first aid, hazard reporting
- Service standards — how you greet customers, handle complaints
- POS training — basic transactions, common items, voids/refunds
- Menu knowledge — key items, allergens, specials
- Team introductions — who does what, who to ask for help
Don't overwhelm them. Focus on what they need to survive the first shift safely. Detailed training can continue over subsequent shifts. Using team communication tools helps reinforce training and answer questions between shifts.
Fair Work compliance essentials
Hospitality businesses face significant Fair Work scrutiny. Wage theft cases in the industry have led to major penalties. Proper onboarding helps protect your business.
Award classification
Correctly classifying employees under the Hospitality Industry General Award is critical. The award has multiple classification levels based on skills and responsibilities.
Common classification errors
- Classifying experienced staff at introductory rates
- Not recognising when staff move up classification levels
- Applying wrong penalty rate calculations
- Misclassifying supervisors or duty managers
Employment contracts
Every hospitality employee needs a written contract specifying:
- Employment type (full-time, part-time, casual)
- Award classification level
- Base hourly rate
- Ordinary hours and when penalty rates apply
- Superannuation arrangements
- Leave entitlements (for permanent staff)
Use digital employment contracts to streamline this process and maintain proper records.
Policies to acknowledge
Hospitality staff should acknowledge these policies during onboarding:
- Responsible service of alcohol policy
- Food safety and hygiene policy
- Workplace health and safety policy
- Anti-discrimination and harassment policy
- Social media and uniform policies
- Cash handling procedures
Digital policy management makes distribution and acknowledgement tracking simple.
Digital onboarding for hospitality
With high turnover and fast hiring timelines, hospitality businesses benefit enormously from digital onboarding. New staff can complete paperwork before their first shift, reducing admin time and getting them floor-ready faster.
Benefits of digital onboarding
- Speed — paperwork completed in hours, not days
- Compliance — automatic reminders for missing documents
- Certification tracking — expiry alerts for RSA, food safety
- Mobile-friendly — staff complete forms on their phone
- Integration — data flows to rostering and payroll
RosterElf's employee onboarding software is built specifically for shift-based hospitality teams. New hires receive an invite, complete all paperwork online, and are ready to be rostered — all before they walk through the door.
What RosterElf onboarding includes
- Digital employment contracts with e-signature
- Tax file number declaration
- Superannuation choice form
- Policy acknowledgements
- Certification uploads (RSA, food safety)
- Emergency contact collection
- Automatic expiry tracking for all certifications
Frequently asked questions
What certifications do hospitality staff need in Australia?
Requirements vary by role and state. Bar staff need an RSA (Responsible Service of Alcohol). Kitchen staff handling food need a Food Safety Supervisor certificate or food handling training. Gaming areas require an RSG (Responsible Service of Gambling) in most states. Security staff need a security licence.
How long does hospitality onboarding take?
Basic paperwork can be completed in 1-2 days with digital onboarding. However, hospitality roles typically require 1-2 weeks for proper training including food safety, service standards, POS systems, and venue-specific procedures. Complex roles like kitchen staff may need longer.
What award covers hospitality workers in Australia?
Most hospitality workers are covered by the Hospitality Industry General Award (MA000009) or the Restaurant Industry Award (MA000119). Fast food workers may fall under the Fast Food Industry Award (MA000003). The correct award depends on the type of venue and role.
Can hospitality staff start before their RSA is complete?
In most states, staff cannot serve alcohol without a valid RSA. However, they can work in non-alcohol service roles while completing their RSA. Some states allow supervised service for a limited period. Always check your state liquor authority requirements.
What documents do I need before a hospitality employee starts?
Essential documents include signed employment contract, tax file number declaration, superannuation choice form, proof of work rights, emergency contacts, RSA certificate (for bar staff), food safety certificate (for kitchen staff), and acknowledgement of workplace policies.
