INTERNATIONAL REPORT—The hospitality industry thrives on people, both the teams delivering exceptional guest experiences and the communities they serve. Yet the 2025 Taking the Temperature Survey, conducted by Hospitality Action in partnership with Agilysys, reveals a pressing challenge for many hospitality workers as stress, burnout, and mental health struggles remain part of daily life.
As a partner of Hospitality Action, Agilysys is committed not only to supporting individual operators but also to uplifting the industry as a whole. When our people thrive, so does our sector. The survey results are a reminder that prioritizing wellbeing is not only a moral responsibility, but also an industry imperative that underpins retention, revenue, and resilience.
An Industry Under Strain
The 2025 findings confirm what many operators are experiencing first-hand: mounting pressure on hospitality teams. Under-resourcing and understaffing now rank as the top workplace challenge, cited by 57 percent of respondents—a 21 percent surge from 2024. High expectations and excessive workloads followed at 52 percent (up from 43 percent), while half of respondents said poor work/life balance was a key driver of stress (up from 43 percent).
These pressures have human consequences. Nearly half of respondents (47 percent) said burnout is simply “part of the job,” rising to 62 percent among junior employees. Three-quarters have faced mental health struggles in their adult lives, with nearly one in three experiencing issues in the last year alone.
This human toll ripples across the industry. Persistent stress drives absenteeism, disengagement, and turnover, creating a cycle that compounds staff shortages and, in turn, affects guest experience and revenue potential.
As we’ve shared in our commitment to industry wellbeing, hospitality sits at the heart of our communities, and its strength lies in the people who bring it to life. Supporting them is key to safeguarding the sector’s long-term vitality.
Wellbeing is a Business Priority
Prioritizing employee wellbeing isn’t just compassionate; it is commercially strategic. A workforce grappling with burnout will inevitably see higher absenteeism and turnover, increased recruitment costs, and lower productivity. The survey also highlights that 63 percent of employees are concerned that raising mental health issues could affect their career progression. This fear leads to silent struggles that directly impact operational performance.
The business case for wellbeing is clear. When employees feel supported, they are more engaged and motivated. In fact, Deloitte research shows that 64 percent of employees report higher satisfaction in roles where their mental health is prioritized. By nurturing a culture of care, operators not only enhance morale but also cultivate an environment where staff are more likely to deliver consistent, positive guest experiences.
Supporting mental health also reduces absenteeism. Absences induced by stress are common in high-pressure sectors like hospitality, but businesses that invest in wellbeing initiatives report a 25 to 30 percent reduction in short-term sick leave. This stability is particularly valuable in an industry where every shift counts.
Productivity gains are equally compelling. Healthy, supported employees are more focused and efficient. Research from EAPA UK indicates that companies investing in Employee Assistance Programs (EAPs) see returns of up to £8 for every £1 spent, thanks to both improved performance and reduced presenteeism—where staff are physically present but unproductive due to stress or illness.
Finally, improving wellbeing can significantly reduce turnover and recruitment costs. High employee churn is a longstanding challenge in hospitality, contributing to staff shortages that force 45 percent of operators to reduce trading hours or capacity, costing the industry an estimated £21 billion in lost revenue annually. Replacing a single employee can cost six to nine months of their salary, but proactive mental health support addresses the root causes of dissatisfaction and departure, reducing attrition and strengthening workforce resilience.
The 2025 survey respondents were clear about what they need from employers to feel supported: 55 percent called for more management training, 45 percent for clear wellbeing policies, and 44 percent for confidential EAP access. These measures protect people and, by extension, protect business performance.
Practical Steps for Hospitality Leaders
Translating these insights into action starts with empowering frontline managers. Training equips them to spot early signs of distress, offer targeted support, and confidently direct staff to professional resources like EAPs. Policies must also reassure employees that speaking up will not put their careers at risk.
Crucially, policies must be backed by visible action: flexible shift options, access to confidential support services, and leadership that models balance and care. When these measures are implemented consistently, they create resilient workplaces capable of retaining talent and weathering the industry’s ongoing challenges.
Technology to Support a Healthier Workplace
While culture and policy form the foundation of wellbeing, technology is the enabler that makes sustainable change possible. We’ve seen that the right tools can relieve operational strain and allow teams to focus on what matters most: delivering excellent guest experiences without compromising personal health.
- Smarter Scheduling and Flexibility: Digital workforce management solutions make it easier to distribute workloads fairly, support flexible shifts, and maintain coverage without overburdening staff—one of the strongest drivers of positive work/life balance.
- Automation to Reduce Admin Burden: By streamlining repetitive back-office tasks, from inventory checks to reporting, technology frees staff from time-consuming manual processes, reducing stress and reclaiming time for guest interaction.
- Real-Time Insights for Managers: Dashboards and mobile tools help managers identify pressure points early, adjust staffing proactively, and prevent burnout from becoming the norm.
By combining people-first initiatives with technology that simplifies operations, operators can build workplaces where teams are engaged, supported, and prepared to deliver exceptional service—driving staff loyalty and guest satisfaction.
The 2025 Taking the Temperature Survey makes one truth clear: the wellbeing of hospitality teams is inseparable from the success of the industry. Supporting our people is not only the right thing to do; it’s a strategic necessity for retention, performance, and growth.
