The Challenge
A mid-sized hospitality group operating five venues across Melbourne — including restaurants, cafes, and a cocktail bar — employed around 350 staff, many on casual or part-time contracts. They were battling persistent issues common to the sector:
- High staff turnover — exceeding 45 percent annually, driven by poor onboarding and limited career development.
- Award compliance confusion — navigating the complex Hospitality Industry (General) Award 2020, often resulting in payroll disputes.
- Manual rostering chaos — with constant last-minute changes, no visibility of costs, and frequent double-bookings.
- Low employee engagement, especially among younger workers who wanted flexibility and transparency.
- Audit risk — Fair Work Ombudsman inspections were an ongoing concern given publicised underpayment cases in the industry.
The business needed a system that was purpose-built for hospitality, simplifying compliance while keeping a casual, transient workforce engaged.
The Solution: Implementing Frappe Employment OS
The hospitality group rolled out Frappe Employment OS across all five venues, focusing on solving their most urgent pain points.
1. Award Compliance Automation
- Award interpretation was built into payroll, ensuring casual loading, penalty rates, and overtime were calculated correctly.
- Managers could see real-time wage costs against rosters, preventing accidental breaches.
- Automatic record-keeping satisfied Fair Work requirements without extra paperwork.
2. Rostering Made Simple
- The rostering tool allowed managers to fill shifts based on skills, availability, and cost.
- Staff received rosters instantly through the mobile app, with the ability to accept or swap shifts digitally.
- No more paper rosters or endless WhatsApp groups.
3. Faster Onboarding
- Digital onboarding captured TFN declarations, right-to-work checks, and contract signatures.
- Training modules covered essentials like RSA (Responsible Service of Alcohol), food safety, and workplace policies.
- New hires were job-ready in days rather than weeks.
4. Engaging a Casual Workforce
- Employees accessed payslips, rosters, and compliance documents via the mobile app.
- Push notifications reminded staff of training due dates, policy updates, or wellbeing support.
- Surveys captured engagement feedback after each roster cycle, helping managers identify hotspots.
The Results
Within six months of implementing Frappe Employment OS, the hospitality group reported measurable results:
- Award compliance confidence, with payroll accuracy improving by 99 percent and zero breaches flagged in their Fair Work audit.
- Turnover reduced by 22 percent, thanks to smoother onboarding and better communication.
- Roster efficiency improved by 35 percent, cutting manager admin hours significantly.
- Payroll disputes dropped by 80 percent, with transparent wage calculations visible to employees.
- Employee satisfaction scores rose by 25 percent, particularly among casual staff who valued flexibility.
Client Feedback
The HR Manager shared:
“Hospitality is notorious for turnover and compliance issues. Before Frappe Employment OS, rostering was a nightmare and payroll was a constant source of disputes. Now, everything is integrated — award compliance is automatic, rosters are accurate, and staff finally feel informed and supported.”
The Frappe Employment OS Advantage in Hospitality
- Built-in award compliance reduces legal and reputational risks.
- Mobile-first engagement suits a casual, younger workforce.
- Faster onboarding ensures new hires are compliant and ready to work quickly.
- Scalable solution — whether managing a single venue or multiple sites.
Final Word
For hospitality groups, compliance and turnover can make or break profitability. By implementing Frappe Employment OS, this business achieved compliance peace of mind, smoother operations, and a workforce that finally felt valued.
Instead of firefighting rostering chaos and payroll disputes, management can now focus on delivering exceptional customer experiences.