Hospitality Industry: Nearly Half of Frontline Managers Report the Strain of Burnout Amidst Evolving Challenges

The hospitality industry is undergoing significant shifts, with managers grappling with a host of challenges, from increased burnout and higher guest expectations to declining tips and outdated training methods.

A recent survey conducted by Axonify involving 500 U.S. hospitality frontline managers revealed that nearly half (47%) are feeling the strain of burnout due to the demands of their roles. The issue extends to their teams as well, with 68% of managers reporting that their staff members have expressed burnout and 64% noting that some employees have quit specifically because of it.

Carol Leaman, CEO and Co-Founder of Axonify highlighted the pressing need for modernization in training approaches, pointing out that the hospitality industry has been severely affected by socioeconomic challenges such as worker shortages and rising living costs. Leaman emphasized the importance of companies adopting agile training strategies that equip workers with the necessary skills to manage their tasks effectively while maintaining motivation and engagement.

The survey identified several key contributors to the burnout crisis. High-stress levels were cited by 73% of managers, followed by understaffing (70%), long working hours (67%), and challenging guest interactions (53%). Additionally, a lack of support for stress management and well-being initiatives was noted by 52% of respondents, along with shifting guest expectations (52%). Alarmingly, more than half (54%) of frontline managers reported that their companies do not offer training on mental health and well-being.

Another concern highlighted by the survey is the trend of declining tips, with 61% of managers observing lower tips from guests this year. This has exacerbated frustrations among workers, leading to a range of negative reactions, including quitting (49%), leaving shifts early (47%), emotional outbursts (46%), and sharing their grievances on social media (41%).

The findings also underscored the need for improved training within the hospitality sector. Over a third (38%) of managers reported feeling unprepared for various work situations due to inadequate training, and 19% indicated that current training programs fail to keep employees engaged and motivated.

To address these issues, it is suggested that employers focus on training programs that enhance employee engagement, as 17% of managers believe that increased engagement would significantly benefit their teams’ well-being.

More than half (54%) of frontline hospitality managers believe that the reduction or elimination of required skills due to technological advancements is occurring in the industry. Despite the challenges, 66% of managers remain optimistic about the future of the hospitality and food & beverage sectors regarding workforce satisfaction and stability.

In addition, nearly half (48%) of managers reported having to ask a guest to leave or ban a guest within the past year due to mistreatment of workers. Over a quarter (28%) expressed concerns that their teams are currently unable to meet customer expectations. Finally, labor shortages, lack of talent, and overworked staff were identified as the top challenges negatively impacting the industry.

Leaman concluded that the findings demonstrate the inadequacy of traditional training and engagement methods, stressing the need for companies to embrace dynamic, continuous learning programs. These programs, she argued, are essential for empowering frontline workers to meet the evolving demands of their roles while remaining engaged and thriving in their positions.

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