Exceptional service is at the heart of hospitality. It's what sets you apart. But behind the scenes, employees often work long hours, deal with unpredictable schedules, and feel pressure to perform. Staying “on” every day can add to stress, fatigue, and burnout. If these issues aren’t addressed, they might impact team well-being, operational efficiency, employee retention, and the company’s bottom line.
The hidden pressure in hospitality
Unpredictable hours, high turnover, demanding guests, and a fast pace can contribute to stress and mental health struggles. Research suggests hospitality workers experience higher rates of anxiety, depression, and substance use compared to other industries — nearly one in five hospitality workers report having used illicit drugs within the past month. The ongoing pressure to perform consistently might affect well-being and could affect your business.
High absenteeism, low morale, conflict, and turnover aren’t just HR issues — they can influence the company's overall health. The question is: Are you doing enough to support your team?
The importance of support systems
Keeping your best workers is often a priority in a tight labor market. That’s where a strong Employee Assistance Program (EAP) comes in.
EAPs give your team confidential access to professional support, counseling, crisis help, well-being resources, caregiving support, and legal and financial advice. It can show your team that you value their well-being and are invested in their success.
The business case for mental health support
Supporting your team’s mental health isn’t just compassionate—it's good business. Recent studies suggest that companies with mental health programs see an average return of about $4 in productivity and healthcare savings for every $1 invested.
In hospitality, where turnover can top 70%, this kind of return can help lower costs, boost morale, and build a stronger, more engaged team that provides a better guest experience.
Key benefits:
- Lower turnover and staffing costs
- Fewer sick days and less presenteeism
- Fewer workers’ comp and disability claims with shorter recovery times
- Happier, more engaged teams
- Guests may notice when your team is thriving
Creating a culture of care
An EAP isn’t a fix-all but part of a larger approach. To truly support your team, you need a culture that encourages asking for help. That can involve:
- Regularly talking about mental health resources
- Training managers to spot burnout and distress
- Breaking down stigma around seeking support
- Making well-being a core part of your benefits
The bottom line
Mental health challenges in hospitality are real, but you have the power to help make a difference. Investing in a strong EAP and fostering a culture of care may help support your staff and contribute to a healthier workplace.
Learn how Marsh McLennan Agency can help you build a resilient, healthy hospitality team. Explore MMA’s Dimensions of Well-Being to learn how tailored solutions can make a real difference.
