How hoteliers and organisations can support employees’ mental health

Ever since World Mental Health Day was first established in 1992, industries across the globe have embraced the occasion to raise awareness and foster open discussions about mental well-being. 

Every year, on 10 October, organisations dedicate time to addressing the importance of mental health—and the hospitality sector is no exception. With its high-pressure work environment and constant customer interaction, hospitality is one of the industries where mental health challenges are particularly prevalent.

As awareness of mental health continues to spread, so too does the understanding that employees’ well-being directly affects business outcomes. In the hospitality industry, hoteliers, who oversee a wide range of departments and manage diverse teams, are in a unique position to make a meaningful difference. 

Whether it’s the front desk, housekeeping, food and beverage, or security, employees in hotels face intense job demands that can impact their mental health. This places a responsibility on hoteliers not just to manage day-to-day operations, but to ensure that mental health is prioritised within the workplace.

The mental health landscape in hospitality

The hospitality industry is characterised by intense working environments, irregular hours, and the constant need to please guests. Hotel employees, from front desk staff to housekeepers, face stressors that can take a toll on their mental well-being. 

For instance, staff shortages, last-minute schedule changes, demanding guests, and the physical demands of the job can exacerbate stress, anxiety, and burnout.

According to a report by the World Health Organization (WHO), mental health conditions are expected to be the leading cause of disability worldwide by 2030. Hotel workers are not immune to this trend. 

The hospitality industry has historically overlooked the mental health needs of its workforce, but the growing recognition of the importance of employee well-being has prompted hoteliers to take action.

How hoteliers can help workers

Fostering a supportive work environment

Creating a supportive work environment is critical for helping employees deal with mental health issues. Hoteliers can start by encouraging open conversations about mental health. 

This could involve hosting workshops, providing educational resources, or bringing in mental health professionals to talk about the importance of self-care and mental well-being. When employees feel comfortable discussing their struggles without fear of stigma or judgement, they are more likely to seek help.

Managers should be trained to recognize signs of mental distress in employees, such as mood swings, irritability, absenteeism, or a sudden drop in performance. Having a human resources team equipped with knowledge about mental health issues ensures that workers receive the support they need early on.

Offering flexible scheduling

Hotel work often involves long hours, shift work, and weekend duties, which can be overwhelming for employees. Hoteliers can support workers by offering flexible scheduling when possible, allowing staff to manage their work-life balance better. 

Flexible work arrangements can reduce stress and help prevent burnout, particularly for employees who are already struggling with mental health challenges.

For example, allowing employees to trade shifts, take personal days, or work part-time during particularly stressful periods can go a long way in supporting their mental well-being. Additionally, employers can encourage workers to take regular breaks throughout the day to recharge and prevent mental fatigue.

Implementing employee assistance programmes 

Employee Assistance Programs (EAPs) are an essential tool that hoteliers can use to provide workers with confidential mental health support. These programs typically offer access to counselling services, therapy, and mental health resources, often at no cost to the employee. Hoteliers should make sure that their employees are aware of the EAP and how to access it.

An effective EAP can address various mental health issues, including stress management, substance abuse, anxiety, and depression. By offering these services, hotels can demonstrate their commitment to the well-being of their employees while also reducing the risk of absenteeism and staff turnover.

Creating a wellness-focused culture

Hoteliers can take proactive steps to create a wellness-focused culture within their organisation. This could include initiatives such as promoting physical health (which is closely linked to mental well-being), providing gym memberships, organising group exercise sessions, or offering yoga and mindfulness classes on-site. These activities not only promote good physical health but also help employees cope with stress and anxiety.

Another approach is to offer stress-relief programs that include activities like meditation, breathing exercises, or resilience training. Encouraging workers to engage in such activities can provide them with tools to manage their mental health both in and out of the workplace.

Providing mental health training for managers

Hotel managers play a key role in shaping the workplace culture and managing employee well-being. Providing mental health training for managers ensures they have the knowledge and tools to support employees effectively. 

This training should include how to recognise the signs of mental health issues, how to approach sensitive conversations, and how to connect employees with the resources they need.

Managers should be encouraged to model healthy behaviours, such as maintaining a good work-life balance themselves, to set a positive example for their teams. Leading by example can help create a culture where mental health is prioritised, and employees feel supported.

The role of organisations in supporting employees

Beyond individual actions that hoteliers can implement at a local level, there is a need for comprehensive strategies at the organisational level. These strategies should include providing adequate resources, implementing policies, and creating systems that place mental well-being at the forefront of company culture.

One essential step is developing clear and comprehensive mental health policies. Such policies should be tailored to address the specific needs of hospitality workers, acknowledging the unique pressures they face. Mental health policies should outline procedures for managing mental health crises and make it clear where employees can seek help if they are struggling. 

It’s equally important for these policies to recognize mental health as a priority on par with physical health, incorporating initiatives like mental health days or offering paid leave for employees facing mental health challenges. Normalising mental health care in the same way that sick leave is accepted can create an environment where employees feel more comfortable addressing their well-being without fear of stigma.

Another key component is ensuring regular mental health check-ins. Hospitality organisations should establish a protocol for managers to routinely check in with their employees to assess their mental well-being. These check-ins don’t need to be formal or intrusive – rather, they should provide a platform for employees to express their concerns, share the stressors they may be facing, and request support if needed. 

Moreover, some organisations have begun to implement anonymous mental health surveys or digital platforms where employees can report their mental state. These tools allow management to track the overall mental health of the workforce and help identify areas that may require additional attention or resources.

Lastly, partnering with mental health organisations is another effective way for hospitality businesses to offer sustained support to their employees. These partnerships can provide access to a range of mental health services, including counselling, workshops, and training, which may not be available within the organisation itself. 

In the UK, several well-established mental health organisations can partner with hotels to provide this type of support. 

For example, Mind offers workplace well-being services, including training and consultancy, while Mental Health UK provides resources for employers to create mentally healthy workplaces. Rethink Mental Illness offers mental health training for managers and staff, while Hospitality Action, a charity specific to the hospitality industry, delivers confidential advice and support to workers in need. 

By forming partnerships with organisations like these, hospitality businesses can ensure that their employees have access to the mental health resources they need, creating a more resilient and supported workforce.

When mental health issues arise in the workplace, it is important for hoteliers and organisations to handle these situations with care and sensitivity. First and foremost, confidentiality is key. Employees should feel confident that their mental health information will not be shared without their consent.

If an employee is experiencing a mental health crisis, managers should have a clear protocol in place, which may involve offering time off, connecting the employee with professional resources, and creating a plan for a gradual return to work. 

The hospitality industry is a demanding field, and hotel workers often face unique challenges that can affect their mental health. Hoteliers and organisations have a responsibility to support their employees by creating a culture of openness, providing mental health resources, and offering flexible and responsive support.