Workplace violence and stress

Within the European Union and EFTA countries, the hotel and catering industry has been identified as one of those most at risk of physical violence. Staff may have to work in highly stressful conditions, with frequent contact with inebriated clients and customers. Exposure to violence and sexual harassment is sometimes viewed as being a regular occurrence and a part of the job in the sector. Half of all recorded incidents of violence, e.g. in Norway, happen inside or directly outside hospitality industry establishments and are largely connected with abuse of alcohol or drugs.

Other specific factors of violence in this industry are unusual working hours (nightwork); persons working alone; general vulnerability of the workforce who tends to be young and transient in the industry, with little experience and little training; a majority of female and a large proportion of migrant workers, some of them belonging to ethnic minorities.

Stress factors in the hospitality industry include an intensive interface with customers; increasing customer demand for highly diversified and personalized services; tight requirements on timely delivery of services, especially in kitchens and restaurants; unclear roles in a customer-dominated environment; and lack of training for supervisors. These result in low control of employees over their work. The health status of workers in the hospitality industry is worse than that of the average population, especially concerning mental health.

Incidents are reported less frequently than in other industries. Reasons include the prevalence of small and medium-sized enterprises in the sector that have little capacity to support workers exposed to violence and stress; weak social dialogue in the industry; and a general expectation that violence and stress are part of the job in the hospitality industry.

Measures proposed to improve the situation in the hospitality industry are based on empowering employees to better cope with the broad variety of customer demands and work situations, and improving their general level of skills, including personality-related skills needed in this industry.