Client: A national hospitality group with 200 staff across multiple venues.
Industry: Hospitality and events.
Background
The client, a rapidly growing hospitality group, was expanding across Sydney and Melbourne. With expansion came new layers of management, diverse employee demographics, and a higher volume of casual and part-time contracts. Unfortunately, the business had developed a reputation among staff as a “hire and fire” employer. Within one financial year, the group faced five unfair dismissal claims at the Fair Work Commission, three of which settled at significant cost before reaching arbitration. Leadership was frustrated at the financial and reputational risks, but their managers had never received structured HR training, and policies were outdated and inconsistently applied.
The Problem
- Five unfair dismissal claims in one year, costing more than $85,000 in settlements and legal fees.
- Managers terminating staff without adequate warnings or procedural fairness.
- No centralised process for documenting performance management.
- Negative online reviews from ex-employees, creating reputational risk in a tight labour market.
The Solution
Hack Your HR was engaged to overhaul the business’s approach to compliance and dismissals. The engagement included:
- Policy and framework review — A complete audit of dismissal, performance management, and disciplinary procedures, aligning them with Fair Work Act requirements.
- Manager training program — Tailored workshops for 25 venue managers on procedural fairness, documentation, and conflict resolution.
- New performance management tools — Introduction of standardised templates for performance improvement plans, written warnings, and exit procedures.
- Centralised compliance hub — A digital HR compliance hub, making policies accessible to all managers and requiring acknowledgment from staff.
Implementation
The new framework was rolled out across all venues within 90 days. Hack Your HR consultants worked alongside area managers to coach them through their first use of the new tools, providing “live” support during difficult performance conversations. Venue managers were also provided with a hotline to escalate issues for independent advice, reducing the likelihood of emotional or inconsistent terminations.
Results
- Zero unfair dismissal claims in the 12 months following implementation.
- Cost savings of $100,000+ compared to the prior year in legal fees, settlements, and management time.
- Manager confidence increased by 70 percent, measured through post-training surveys.
- A more consistent, respectful culture where employees reported “knowing where they stood.”
Why Hack Your HR
The client specifically valued Hack Your HR’s ability to blend compliance expertise with practical hospitality knowledge. Unlike law firms that only offered reactive advice, Hack Your HR embedded preventative tools and trained leaders to manage issues before they escalated.
👉 Hack Your HR continues to support the group on a retained advisory model, providing ongoing compliance monitoring and leadership coaching.