Blog. Two Paths: The Difference an EAP Makes for Hospitality Businesses

Path One: Without an EAP

As the cost-of-living crisis continues and labour shortages bite, stress among managers and staff quietly builds.

A number of long-serving team members take extended sick leave. A couple of the team resign unexpectedly mentioning  burnout. A few more struggle with anxiety but keep working through it - until mistakes start creeping in and customer complaints escalate.

The leadership team notice the pattern but can’t quite pinpoint what’s going wrong. HR feels the strain too, fielding personal issues they aren’t equipped or qualified to handle - mental health concerns, financial worries, even substance misuse.

Without a clear process or professional resource to lean on, every issue becomes reactive firefighting.

Absences rise. Morale dips. Recruitment costs increase. Service quality starts to wobble.

Within months, the business spends thousands covering shifts, replacing staff, and trying to rebuild lost momentum. The team feels stretched and uncertain. Leaders feel frustrated - and alone.

Path Two: With an EAP

The second group takes a proactive step. They introduce Hospitality Action’s Employee Assistance Programme, ensuring every team member has access to 24/7 confidential support - from financial advice to counselling and wellbeing resources.

Managers are trained to recognise early signs of stress and know exactly how to signpost help. HR no longer needs to carry the emotional load alone.

When a chef quietly admits they’re struggling with debt, they’re referred to an adviser who helps them stabilise their finances.

When a manager faces burnout, they access short-term counselling - and return more focused and confident.
Within a few months, the difference is visible:

✅ Fewer absences.
✅ Better morale and retention.
✅ Stronger customer satisfaction and consistency.

In fact, among employees referred to counselling through Hospitality Action’s EAP, absence rates drop by 57%, with 82% reporting improved work performance and 73% better attendance.

(Source: Hospitality Action internal data)