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Strain behind smiles: Why the hospitality industry must prioritise its people
Long hours, emotional labour and relentless demands from guests can lead to burnout. The industry needs good support systems for workers to thrive.
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For hospitality professionals, where energy, attention to detail and enthusiasm are part of the job, burnout can lead to reduced service quality and disengagement.
PHOTO: REUTERS
Natt Srinara
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Joanne, a young butler at a high-end luxury hotel in Singapore, often stays late to attend to demanding guest requests. Over time, her commitment to her work came at a personal cost – strained relationships with family, an overwhelming sense of fatigue and a growing dependence on alcohol to de-stress.
Joanne’s experience is a familiar one in the hospitality industry, where the pursuit of perfection can lead to exhaustion and burnout if support systems are lacking.
