Reflections from a recent talk by Hari Hara Priya Kannan’s
We invited Hari Hara Priya Kannan from The Demographics Group to speak at a Sydney based hospitality leaders conference because, in hospitality – like many frontline industries – leaders are grappling daily with rapid shifts in workforce expectations. It’s no longer business as usual. For the first time in history, we have four active generations working side by side: Baby Boomers, Gen X, Gen Y (Millennials), and Gen Z.
Each of these cohorts brings a different life experience to work. Different expectations. Different ways of thinking. The generation currently flooding into entry-level roles is Gen Z – a cohort that, as Hari explained, is not just different, but radically so.
Gen Z are, in many ways, the most responsible generation we’ve seen. They’re drinking less, taking fewer drugs and taking more interest in causes that matter – climate change, animal welfare, inclusion. They care about purpose. They’ll ask, “What are your values? What do you stand for?” If they don’t like the answers, they’re likely to walk.
They are also, as Hari described them, “the cherished generation.” Raised with what has been accused as “helicopter-style parenting”, they’ve grown up with almost every need met. Constant supervision, minimal boredom, and a high degree of emotional safety. Sounds wonderful! But there is a downside to all that exceptional parental protection – and that’s less exposure to discomfort. It’s showing up now as mental health challenges. Gen Z are disproportionately high – on a similar level to those in their 80’s facing end of life and loneliness. The Gen Z dilemma is not just because of parenting – the world they’re inheriting is harder. Cost of living is high, salaries aren’t commensurate and saving for a home is near impossible without support.
It was a sobering and deeply insightful message.
As a Gen X-er myself, it was a reminder that what can appear as entitlement in the younger generation is often a combination of context and curiosity. This is a generation asking questions – not because they’re disrespectful – but because they want to understand. They want to find a better way. As leaders, we need to make room for that.
Hari offered some practical and useful tips for leading younger workers, especially in shift-based industries like hospitality, aged care, and manufacturing:
1. Communicate and listen – Make time for one-on-one chats. Explain the why behind tasks and processes. Don’t dismiss their voice – their questions are trying to help them get on board, not tear things down.
2. Set clear expectations and give ongoing feedback – Yes, this is leadership 101, but with Gen Z, it’s non-negotiable. Many of them haven’t had enough exposure to workplace social norms. They need support learning the interpersonal side of work – how to deal with customers, how to resolve conflict, how to ask for help when they feel lost.
3. Provide flexibility and predictability – Whether they’re juggling study, side gigs, or multiple entry-level jobs, Gen Z needs flexible schedules and easy shift swaps. It’s the only way many will ever be able to save money and create a life of their own.
4. Show growth paths and invest in learning – If you want to keep young workers, show them a career-path. This is especially important in hospo – an industry known for losing workers to other industries. Most view hospitality as a stepping stone, not a career. But if they can see a trajectory – from service roles to leadership, from local venues to national brands – they might just stay.
5. Lead with values and integrity – This generation can sniff out lip service to values a mile away. If you talk about inclusion, fairness, or mental health, you need to show how that plays out behind the scenes. They want ethical decision-making, real transparency, and a chance to contribute.
6. Adopt a coaching mindset – As Hari put it, lead as a coach, not a commander. This generation doesn’t want to be bossed. They want to be supported. Encouraged. Challenged. Grown.
The mindset shift we all need to make is to stop thinking of Gen Z as “entitled” and start recognising they’re doing their best in a harder world. There’s more instability, less certainty, and bigger problems looming than most of us faced at their age. Our role as leaders is to create the conditions for them to thrive.
It all starts with empathy. Put yourself in their shoes. Remember what it was like for you starting out, and then acknowledge that the distance to home ownership is a harder proposition for them, not an easier one.
So, if you’re leading young people – especially in shift-based or frontline roles – ask yourself:
· What expectations are tripping them up?
· Where do they need more clarity or training?
· What kind of first impression do you want to leave them as (for many) their very first boss?
You have the opportunity to be the person they remember for the rest of their working life – the one who helped shape their first experience of work and set them up for success.
To learn more, reach out to Hari Hara Priya Kannan at The Demographics Group.