The global hospitality industry is confronting a persistent challenge: how to keep employees healthy and motivated in roles that demand constant cordiality and emotional labor. With staffing levels still recovering from the pandemic, hotels and restaurants are rethinking their approach to employee wellness, moving beyond token gestures to structural changes in scheduling, support, and culture.
The burnout equation
Hospitality professionals are expected to maintain a friendly demeanor regardless of internal stress, a phenomenon that takes a cumulative toll. As Jen Grenside noted in a piece for The Access Group, the industry's high churn, shift work, and long hours on one's feet create a high-stress environment. She emphasized that prioritizing employee wellbeing is not just a nicety but a business imperative: "Happy, healthy teams provide a better customer experience and are more productive."
Three factors are driving burnout. First, the ongoing talent shortage. Andrew Can, CEO of ACI HR Solutions, told delegates at ITB Asia 2025 that while the industry has rebounded strongly, "there is still a severe talent shortage," noting that the sector lost about 70 percent of its workforce during the pandemic. Understaffed shifts lead to service delays, customer complaints, and heightened stress for remaining staff.
Second, irregular working hours. Shifts often span nights, weekends, and public holidays, making work-life balance elusive. Unlike some professions, hospitality staff have little control over their schedules, which over time can lead to stress, depression, and other mental health issues.
Third, job insecurity. Seasonal travel trends mean many contracts are short-term or zero-hour, creating anxiety about income stability. Grenside points out that this uncertainty is particularly acute for those supporting families.
Four strategic shifts
Industry experts and HR specialists have identified four key areas for change.
1. Considerate scheduling
Properties are being urged to publish rosters well in advance, distribute unsociable hours fairly, and ensure adequate rest between shifts. Encouraging staff to take full holiday allowances and mental health days without penalty is also critical. Flexible options like shift-swapping, part-time roles, or job-sharing can help employees balance personal commitments.
2. Leadership training
Managers and department heads need training to recognize early signs of stress and to handle mental health conversations with empathy. Regular one-on-one check-ins can surface issues before they escalate. Some organizations are designating peer-support staff across departments to guide colleagues to help.
3. Accessible mental health resources
HR departments are expanding confidential counseling, digital wellness tools, and 24/7 helplines. Employee-exclusive apps, such as those offered by Accor, are becoming more common. On-site or virtual training on resilience and coping strategies is also being introduced. To protect frontline and housekeeping staff from abusive guest interactions, properties are implementing safety technology and clear escalation procedures.
4. A culture of safety and recognition
Reducing stigma around mental health requires open discussions in team meetings and campaigns. Acknowledging hard work and creative input, both publicly and privately, helps staff feel valued rather than replaceable. As the industry continues to navigate post-pandemic recovery, these measures are seen as essential investments in workforce stability.
While the full impact of these initiatives may take time to materialize, the shift toward employee wellbeing is gaining momentum. For travel professionals, the message is clear: a healthier workforce is a more resilient one. Related developments in wellness-focused hospitality, such as Orient Express Venezia's new wellness sanctuary and BodyHoliday St Lucia's winter retreat positioning, underscore the industry's broader focus on wellbeing—both for guests and staff.
