A new report has underlined the prevalence of stress within the UK hospitality industry – as 65% of employees say they experience stress at work and 95% are unable to switch off from their jobs when at home. With the government’s U-turn on plans to give workers the ‘right to switch off’ as part of its Employment Rights Bill, hospitality bosses are being urged to put their own ‘cast-iron’ frameworks in place to protect staff wellbeing.

Almost 3000 UK frontline employees about their experiences of work, in the 2024 State of the Frontline Workforce study. It found that UK hospitality staff are more likely than other deskless sectors – including retail, warehousing and transport – to suffer from job-related stress and are least likely to be able to ‘leave work behind’ when off-shift.

Furthermore, almost half (49%) of all UK hospitality workers say their jobs have had a negative impact on their physical or mental health.

The research found WhatsApp usage for work messaging is higher in hospitality than any other sector, with three in four employees contacted this way by bosses – while other industries are more likely to use separate tools and apps.

Of the 95% of hospitality staff who say they think about work off-shift, almost half (47%) say they mull over how they can improve their own performance and help their company. Just over a third (37%) worry about low pay and a similar number (34%) think about their stressful work environment during downtime.

Toma Pagojute, chief HR officer at Quinyx says: “It’s highly disappointing that the government is ditching its plan to legislate ‘the right to switch off’ – particularly as the Employment Rights Bill announcement coincided with this year’s World Mental Health Day, which was focused on workplace mental health.

“It appears that companies will instead be asked to establish their own codes. My concern is that it will be too easy for businesses to let standards slide, especially in a high-tempo industry like hospitality.

“WhatsApp and other social media might be quick and easy for work conversations, but work/life boundaries become blurred -so it’s not surprising hospitality staff are finding switching off difficult. Plus, there are data protection implications for employers to consider.

“The hospitality sector often operates at breakneck speed and staff give their all when at work. Without cast-iron frameworks to ensure uninterrupted time off, there’s the real danger of physical and mental ill-health as a consequence – or staff will quit. Either way, it could be disastrous for the industry unless wellbeing is prioritised.”

*Quinyx

State of the Frontline Workforce