Look to Your EAP For Help Managing Employee Stress
By Marie Apke Chief Operating Officer, Bensinger, DuPont & Associates | August 01, 2013
Burnout and the resulting turnover of hotel employees is the highest of any industry. To effectively reduce the rate of employee burnout in the hospitality industry, it is important for general mangers to make a commitment to help their employees develop ways to minimize workplace and personal stress on a daily basis. An organization's EAP is proven to be an effective resource for managers and employees alike.
The number of U.S. leisure and hospitality jobs jumped to a record 14.2 million in June. The sector now accounts for roughly 10.5 percent of the U.S. workforce, also a record since the government started tracking the jobs in 1939. Chances are, most of the people working in the industry have a passion for it. And it's no wonder. Like other forms of service employment, hospitality is fast-paced, ever-changing, and high-demand.
Yet, it also requires hard work, odd hours and sometimes even unpleasant experiences, including:
- Long hours, often late at night, resulting in lack of sleep or rest
- Stressful interactions with customers
- Inadequate work life balance
- Tight schedules
- Challenges of trying to constantly please everyone.
While the hospitality industry provides immense benefits to worldwide economy, lifestyle and culture, researchers suggest that given the types of challenges listed above, the hospitality industry suffers from negative effects associated with having one of the highest in employee turnover rates of any industry. The average total turnover rate reported for employers from 2011 was 15.2 percent, according to Compdata Surveys BenchmarkPro 2012 survey results. While turnover rates differ by industry, hospitality organizations averaged the highest total turnover rate at 33.7 percent.
High turnover in the hospitality industry occurs for many reasons, all which circle back to stress. As rewarding as it is, the hotel and hospitality business is stressful. Hotel workers daily deal with wearied parents, cranky kids and on-edge business travelers – all of whom can make for some very demanding clients. Given the job demands and the intense customer-service focus of the hospitality industry, it's no wonder employees of the hospitality industry have one of the highest rates of employee burnout. According to the Permanent Life Situation Survey, hotel and restaurant workers experience employee burnout at an alarming rate of one in seven.