Workplace stress remains a significant concern for the global hospitality sector, with hotel employees facing unique pressures arising from constant guest interaction, emotional labour and operational demands. Research led by Prof. Antony WONG, Member of the Research Centre for Digital Transformation of Tourism and Assistant Professor of the School of Hotel and Tourism Management, offers fresh insights into how these stressors impact hotel staff mental health and what organisations can do in response.
Surveying 756 employees across 45 luxury hotels in China, the study identified poor leadership, job insecurity and pressure to respond rapidly to digital communication as the most damaging stressors. Interestingly, traditional challenges such as job responsibility and complexity were associated with better mental health outcomes, suggesting that when staff perceive these demands as opportunities, they feel more in control and fulfilled.
Teamwork was also found to enhance well-being, while junior and senior staff, as well as front- and back-of-house teams, experienced stress differently. The research team recommends targeted management strategies, improved leadership training and clearer boundaries for digital communication to support staff well-being.
The study concludes that an employee-centred approach is essential for improving engagement, retention and the long-term resilience of hospitality organisations.
Online coverage:
Travel Daily News - https://polyu.me/4sAH2RJ
Hotel Online - https://polyu.me/4c48IIM
| Research Units | Research Centre for Digital Transformation of Tourism |
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