If you serve alcohol in New Zealand, the chances are you may just need Krissie Hagan's help at some point.

Krissie is ServiceIQ's nationwide LCQ (Licence Controller Qualification) Coordinator. With more than 25 years in the hospitality industry, Krissie left the UK in 2015 and arrived in New Zealand. Settling in Wellington, she worked in various bars in the city and worked as Bar Manager at the iconic Loretta restaurant for seven years.

"I knew about ServiceIQ from pretty much the day I arrived, and I completed my LCQ through ServiceIQ! Recently, I’ve been looking for a career change and I applied for a customer support administrator position here but, when I was offered this role, I jumped at the chance."

Krissie joined us in 2025, and it's her extensive experience behind the bar and behind the scenes which makes her such an authoritative, knowledgeable and calming contact point.

From answering every "How do I…?" to first time certificates to tricky re issues, for Krissie, each day is different. "Mornings are generally spent processing and sending out certificates, then it's about responding to every kind of possible query, from guiding people on how to use our portal to tech support issues. A lot of my role is about problem-solving.

"Sometimes clients are stressed or frustrated. Their certificate hasn't arrived, or they need help submitting their assessment. You must be empathetic in every situation. I enjoy helping people and I can relate, because I really have been in their shoes."

Krissie's client base includes people of all ages and backgrounds. For example, a bar manager arriving from London on a work visa might have all the relevant licenses and certificates needed to manage a pub in England. However, New Zealand has its own strict laws to which anyone serving alcohol must adhere. Whatever the query, that's where she can help.

Current trends? "Interestingly, I'm seeing a lot more supermarkets and retirement villages applying for and doing their LCQ, and more owner operators are taking an interest in obtaining their qualification, which is especially gratifying.

"In my experience, owners often promote within, so seeing owners applying for their LCQ shows they're invested and want to get involved in the business, which is great to see."

Krissie points out that the unpredictability of the hospitality industry means it makes sense to ensure multiple team members have their LCQ. "The nature of the industry means staff can suddenly call in sick or leave, and if your most senior manager is away, you need to be covered. It pays to be prepared for every scenario."

Holding a valid LCQ is required by law. It's illegal to serve alcohol without the LCQ and a duty manager's license (known as a Manager's Certificate). There are two units to the LCQ. Firstly, an understanding of the obligations regarding host responsibility. The second unit concentrates on the various components of the Sale and Supply of Alcohol Act 2012.

"It's important for bar teams to understand the host responsibility side – an in-house awareness of your responsibilities because there are repercussions if you don't follow the rules around serving intoxicated customers, for example. You and the business can be fined, or the business can lose its license if it doesn't follow specific procedures around health and safety.

"LCQ through ServiceIQ is the perfect solution for hospitality businesses serving alcohol, especially in such a competitive climate. Many councils are increasing their prices for business licenses. Our LCQ is affordable at $179, including GST. It's entirely online, and you can complete it at work, which means you don't have to take a staff member out of the roster, send them away on a course, and then try to find someone to fill in,” she says.

"The manager, or whoever's got their LCQ already, will give them that on-the-job training, and because staffing can be unpredictable, we give them four months, so they can complete it properly, without the time pressure. These are things that, especially in hospitality, maybe a lot of owners don't know."

Job satisfaction comes from Krissie's ever-helpful attitude. "One of my favourite parts of the job is getting an unsolicited ‘thank you’ for helping someone navigate the portal, answering a particular question or when I'm processing completions the next day, spotting their name, and thinking, 'Yes! They did it!’.”

Keen to find out more? Contact Krissie for all the information you need about your LCQ.

Make today the day you grow your people and grow your business with affordable on-the-job hospitality training for your employees. ServiceIQ is the workplace training specialist for the hospitality, retail, tourism, aviation, travel, and museum sectors New Zealand wide.