Analysis: Before you send that snarky Tripadvisor review about that waiter, think about the difficult and demanding conditions they're working in
As the summer holiday season hits its peak, hospitality workers are under increasing pressure as they deal with the summer surge. While we enjoy the warm weather, hospitality workers face busy beer gardens, sweltering kitchens and high-pressure situations as they deal with customer demands.
Due to low wages and long hours, hospitality workers can be forgiven for feeling disengaged from their work. But when we experience poor customer service on holidays, we tend to blame that individual for ruining our experience rather than considering their working conditions.
Blaming the employee is unfair as the hospitality industry is marred by many issues. These include poor wages; stressful, unsocial and long hours; precarious part-time work that often isn't seen as a long-term career option and limited options for career advancement.
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The importance of engaged employees
Recent research from UL's Kemmy Business School amongst hospitality workers shows that employees who are more "engaged" in their work are more productive and willing to go the extra mile to keep their organisation and customers satisfied. This is because when an employee is engaged, they work hard because they’re motivated and dedicated to their work.
It is easy to see how the more an employee is engaged in their work the more willing they are to go "above and beyond" their contracted duties. This might include speaking fondly of the organisation to friends and family and actively promoting the organisation, or it could involve going to the ends of the earth to help resolve a problem for a customer.
The success of hospitality businesses, such as hotels, bars, and restaurants, strongly relies on the satisfaction of customers. By providing exceptional customer service, the organisation benefits from 5-star reviews and return visits. Not only does work engagement lead to extra efforts from staff, but research shows that it impacts labour turnover intentions as engaged employees have much less of a tendency to leave.
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How employee disengagement affects our holiday vibes
On the other hand, it is usually very easy for a customer to spot when employees have an attitude of "disengagement". They might seem rude, inattentive or just generally unhappy and unmotivated at work. This tends to negatively affect our experiences as customers, and we end up blaming disengaged employees for ruining our restaurant experience or putting a dampener on our holiday vibes.
So, while employee disengagement remains a key issue for employers, it’s important to consider the poor working conditions that are prevalent within the sector. These alone may naturally create a sense of disengagement from work, leading to a lack of incentive to go "above and beyond" for the organisation because what’s in it for the employee?
It would be unrealistic to suggest that businesses need to increase staff wages to promote engagement. In 2024, the hospitality sector alone accounted for 17% of Irish businesses that closed down, partly due to the increase in the minimum wage, and that was prior to the most recent 2025 increase to €13.50 per hour.
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How employers can support employees
Despite issues of pay and hours, recent research suggests that employers in the hospitality industry can still support their employees and promote work engagement in other ways. Here are four ways managers, can focus on an employee's well-being, opinions and values so they will be more incentivised to give back by going that extra mile to keep customers happy.. These simple and cost-effective ways can keep employees engaged and motivated, and drive productivity without any adverse affect on the bottom line.
(1) Create a workplace culture and environment where employees feel comfortable expressing their opinions and concerns. Employees need to feel valued. One thing that can help with this is reducing the managerial hierarchy within your organisation.
(2) Genuinely consider their concerns and take employees’ opinions on board. It’s important not to just say that you’ll take their opinions on board and then do nothing – employees will likely feel cheated by this.
(3) Provide recognition or reward as an incentive for hardworking employees. This doesn’t have to be money-related but can be enough to retain their motivation and reinforce the behaviour in the future.
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(4) Be mindful of exploiting employees who are naturally more willing to take on extra duties and responsibilities. It may not necessarily be the case that they are happy to do it but could be that they naturally find it difficult to say "no" or feel pressured, particularly to a figure with managerial authority. Exploiting employees will have the reverse effect of work engagement and likely lead to burnout and/or turnover.
Relationships with and support from co-workers are also a key factor affecting hospitality workers' engagement, but research suggests employees are only willing to give back to fellow co-workers who have helped and supported them directly. Of course, this might indirectly help the organisation through a more positive work culture, but it suggests that having support from management is most important when ultimately considering the benefits for the bottom line.
Managers must remember they have a key role in ensuring that their employees stay engaged in the workplace because having engaged employees leads to a more enjoyable summer holiday for all stakeholders involved – workers, managers and customers alike. Before you send that snarky Tripadvisor review targeting frontline workers and the rude waiter that may have ruined your holiday, remember to firstly consider the often difficult and demanding conditions they are working in.
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The views expressed here are those of the author and do not represent or reflect the views of RTÉ
