Exit Interviews: Why They Matter and How to Get Them Right
Exit interviews shouldn’t be just a tick-box exercise, especially in hospitality. When staff turnover is high and hiring is costly, getting real insights from those leaving can help you spot the gaps, fix the issues and keep your team stronger for longer.
This guide walks through how to run exit interviews properly, what to ask and how to use what you learn to improve staff retention in a busy hospitality business.
What are exit interviews (and are they worth it?)
An exit interview is a structured conversation with a departing team member, ideally before their last day. The goal is to understand their reasons for leaving and what the business could do better.
In hospitality, where teams are tight-knit and pressure is constant, even one person leaving can impact morale and service quality. Exit interviews help you:
- Uncover patterns in turnover.
- Understand how staff experience your leadership, culture and operations.
- Identify issues with training, pay, or work-life balance.
- Spot risks to guest service before they snowball.
The purpose of exit interviews is simple: to turn departures into lessons for retention.
Are they worth it? Absolutely, but only if you do something with the data.
What to ask: Hospitality – specific exit interview questions
Here are sample exit interview questions tailored for hotels, restaurants, pubs and catering teams:
About the Role
- What did you enjoy most about working here?
- What parts of the job were most challenging?
About the Environment
- How would you describe the team dynamic?
- Did you feel supported during busy services?
About Management
- How would you rate communication from your manager?
- Was feedback clear and consistent?
About Career Progression
- Did you feel there were opportunities to grow?
- What would have helped you stay longer?
Keep it conversational. Let them talk. Avoid yes/no questions.
Exit interview best practices in hospitality
Getting the format right matters as much as the questions themselves. When it comes to exit interviews – adopting the following approach has proven to work for all types of kitchens:
- Keep the tone neutral and friendly. This isn’t a disciplinary meeting.
- Ask open questions and follow up with curiosity.
- Don’t just focus on the negatives – what did they value while working with you?
- Record answers consistently so patterns are easy to track over time.
- Always thank the employee for their honesty and contribution.
Done well, exit interviews are one of the cheapest, simplest tools for reducing churn in high-turnover environments.
How to conduct exit interviews the right way
Who should run them?
Ideally someone from HR or a senior manager not directly supervising the employee.
When to hold it?
A few days before their final shift – not on their last day.
Where to hold it?
Somewhere quiet and neutral – not on the floor or in the staff room.
How to approach it?
Assure confidentiality, take notes and keep the tone friendly but focused.
Avoid leading questions or reacting defensively. This is a listening exercise.
Exit interview questions – what to do with the feedback
Collecting feedback is only half the job. You need to:
- Look for common themes over time.
- Share anonymised patterns with leadership.
- Use insights to improve onboarding, scheduling or training.
- Celebrate what’s working well too.
Example: If three leavers mention no clear path from CDP to Sous, consider reviewing internal promotion opportunities.
Over time, this process ties directly to exit interviews, employee retention and well-being – better insights = better policies = fewer resignations.
Common challenges (and how to solve them)
Staff don’t want to be honest
- Solution: Explain that feedback won’t affect references and responses will be kept anonymous when shared.
People refuse to do them
- Solution: Make it optional but encouraged. Emphasise it’s a chance to improve conditions for those still there.
You get emotional responses
- Solution: Let them vent. Don’t argue. Thank them for their honesty.
Nothing changes after
- Solution: Build a simple monthly exit report and discuss at manager meetings. Even small tweaks show staff their voice matters.
Final thoughts
Exit interviews, done right, help you hear what your hospitality team might not say while they’re still on the rota. Use them to fix what’s broken, keep what’s working, further improve your culture and show your team you actually care.
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FAQs on exit interview questions
Are exit interviews mandatory in hospitality?
No, but they’re highly recommended – especially in high-turnover environments like restaurants and hotels.
What should I ask in an exit interview?
Focus on management, support, team dynamics and what could have encouraged them to stay. Tailor some questions to the unique demands of hospitality service.
Are exit interviews confidential?
They should be. Share anonymised summaries, not individual comments. This encourages honesty without fear of repercussion.
Should I share results with my managers?
Yes – but focus on themes, not quotes. Use it as a tool for improvement, not blame.
