As the hospitality industry continues to change, workers are dealing with major challenges such as burnout, low tips and higher guest expectations, according to an Aug. 22 report from Axonify.
Front-line managers, in particular, reported concerns around understaffing and outdated training, which significantly affects employee engagement and motivation.
In the survey of 500 U.S. hospitality front-line managers, 47% reported experiencing burnout, and 68% said members of their teams have expressed burnout. Beyond that, 64% said workers have left their roles specifically due to burnout.
The major factors contributing to increased burnout included high stress levels, understaffing, long working hours, customer or guest volatility and escalations, a lack of stress management support and changing guest expectations. Lower tips have led workers to quit, leave a shift early, cry or yell, and post about their experience on social media.
However, 54% of front-line managers said their company doesn’t offer enough training around mental health or well-being, while 38% said they and their staff frequently encounter work situations where they feel unprepared or inadequately trained. In addition, 19% of managers said their company’s current training program doesn’t help employees stay engaged or motivated.
Mental health and well-being training could be helpful, especially given that front-line workers report higher likelihood of anxiety or depression compared to other workers, according to a report from meQuilibrium. About two-thirds are more likely to suffer from depression and a third are more likely to have anxiety, yet front-line workers are 30% less likely to seek professional assistance.
Other types of training can help front-line workers as well, other studies have said. Site-specific training content, accurate on-the-job instruction and consistent training reinforcement may be top drivers for better performance and employee engagement, according to an Intertek Alchemy report. Cross-training and mature professional development programs also improved employee retention and motivation.