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.

- Natt Srinara

Joanne, a young butler at a 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.

A recent survey by Telus Health found that 47 per cent of Singaporean workers feel mentally or physically exhausted by their jobs, with Gen Z workers reporting the highest levels of burnout at a staggering 68 per cent.

Hospitality workers, who often endure long hours and emotionally demanding interactions as part of the job, are particularly vulnerable.

Since the Covid-19 pandemic, hotels and restaurants have been facing a manpower crunch, which was estimated to be around 20 per cent to 30 per cent in 2022. The labour shortage has only exacerbated the pressure to meet rising guest expectations as workers take on additional workload.

If the hospitality industry, particularly in Singapore, wants to retain or attract talent, it must adapt.

The Singapore Tourism Board’s Hotel Industry Transformation Map 2025, launched in 2022, had ambitious plans for reshaping the sector, involving upskilling workers and driving innovation by 2025.

The efforts must also address workers’ mental and emotional health if they are to succeed in the long run. EMOTIONAL LABOUR The hospitality industry encompasses a wide range of services, including hotels, tourism, events and food and beverage sectors. While it may appear glamorous from the outside, especially in luxury settings, the reality is quite different for those behind the scenes. Emotional labour – having to maintain a friendly, patient demeanour even under stress – is draining.