News

The hospitality industry is made up of incredible people, but current challenges mean it’s becoming increasingly difficult to not only find those people but to keep them in their roles too.

According to the recent labour market figures from the Office of National Statistics, 84,000 jobs have been lost as a result of recent National Insurance hikes, forcing operators to do more with less. A recent survey from UKHospitality has found 70% of businesses now anticipate further job cuts or reduced trading to cope with rising wage bills.

Retention of staff in our industry is also a serious concern, with several reports in recent years citing that around 30% of hospitality workers leave their role in the first 90 days. The cycle of high staff turnover not only drains valuable resources but chips away at team morale, leaving teams and leadership demotivated and working against time to onboard and train new team members only for them to leave.

And behind all these numbers lies a very serious toll on the hardworking hospitality staff within our industry. Our latest Taking the Temperature survey, sponsored by Agilysys, revealed that burnout and understaffing are now at alarming highs. More than half of hospitality workers cite under-resourcing as the single biggest issue impacting their wellbeing – a 21% increase in just a year.

And it isn’t just junior staff who are struggling. Managers are under enormous strain too, carrying the burden of long hours, poor work/life balance, cost-cutting pressures and responsibility for team wellbeing.

At Hospitality Action, we see this reality first-hand. Last year, we answered more helpline calls, delivered more counselling sessions and awarded more grants than at any point since the pandemic.

Yet, despite the seriousness of these challenges, there is also hope. We’ve seen a shift in the conversation around wellbeing – three-quarters of hospitality professionals now say they feel more comfortable discussing mental health compared to five years ago, and 89% of managers surveyed said they now prioritise listening as their first step when supporting staff.

Almost half (45%) also said they felt comfortable recognising and responding to mental health concerns. With greater investment in training, utilising support services like an Employee Assistance Programme and continuing to have open dialogues, we can see this number continue to grow over time in spite of the challenging environment.

As a charity, our role is to bridge the gap – to be there when the pressures become overwhelming, and to champion the practices and policies that can ease the strain. Whether that’s through emergency grants to prevent homelessness, partnerships with organisations like PayPlan and Shelter to tackle debt and housing crises, or the thousands of hours of counselling we provide each year, our mission remains the same: to ensure that behind every smile in hospitality, there is real support.

The road ahead will not be easy. The pressures our industry faces, particularly around staffing, will take time to resolve. But there are green shoots of progress: an industry that is beginning to put wellbeing at the centre of its culture, leaders who are learning to listen, and colleagues who are more willing than ever to speak up.

We believe that with continued focus, collaboration, and compassion, hospitality can remain not only one of the UK’s greatest industries but also one of its most rewarding to work in. Whatever you do in hospitality, we’ve got you.

Find out more about Hospitality Action's work for the UK hospitality sector at hospitalityaction.org.uk