Blog. The Hidden Costs of Poor Work/Life Balance in Hospitality

September 23, 2025 | Author Jeremy Gibson

In 2025, work/life balance in hospitality is under threat like never before. Economic uncertainty, rising costs, and relentless demands are taking their toll - pushing even the most dedicated teams to the brink. While some employers are stepping up with more flexible hours, fairer workloads, and a stronger focus on wellbeing, Hospitality Action’s latest Mental Health Survey reveals a tough truth: industry pressures are outpacing progress, leaving countless hospitality workers anxious, burnt out, and struggling just to keep up.

Industry Pressures Are Undoing Progress

The sector saw big changes this year, with cost pressures and waves of job losses piling extra stress onto remaining employees. New survey data reveals:

  • 57% of workers report under-resourcing and understaffing - a 21% jump on last year.
  • 52% pointed to high expectations and excessive workloads (up from 43%)
  • 50% flagged work/life balance concerns (up from 43%)

These results show a clear trend: despite employer efforts, conditions have deteriorated, and employees are feeling the impact.

The Current State of Work/Life Balance

When directly asked about their work/life balance:

  • 59% said they have a good balance  
  • 41% disagreed  

That’s two in five workers who feel their balance is poor - with knock-on effects for morale, mental health, and attendance.

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Why Balance Breaks Down

For those reporting a good work/life balance, key reasons include:

  • Flexibility in hours/shifts (49%)
  • Sticking to contracted hours (34%)
  • Fair workload (33%)
  • Culture prioritising balance (30%)

By contrast, those with a poor balance pointed to:

  • Excessive workload (56%)
  • Burnout as part of the job (47%)
  • Not sticking to contracted hours (43%)
  • Lack of a wellbeing-focused culture (35%)

Among those who reported poor work/life balance, nearly half (47%) - including owners and managers, said burnout is simply 'part of the job', with this figure rising to 62% for junior employees. Most concerningly, 61% of these respondents experienced poor mental health in the last 12 months.

Where EAP Support Fits In

Even with a culture that values wellbeing, the realities of life don’t pause when work starts. That’s why confidential support, like Hospitality Action’s Employee Assistance Programme, is essential.

Our EAP offers:

  • 24/7 confidential access to professional counsellors via phone, webchat, or WhatsApp
  • Short and long-term counselling for personal or work-related stress
  • Practical guidance on financial, legal, relationship, and caring responsibilities
  • Support for managers in having constructive wellbeing conversations

And our results are proven

  • 82% of employees referred to counselling report improved work performance
  • 73% see a positive change in attendance
  • Absence rates drop from 44% before intervention to just 19% afterwards - a 57% reduction

Protecting Your Team and Your Business

Poor work/life balance in hospitality is costly - not just for individuals, but for your team  and business. By making operational changes and embedding an EAP as a core part of your employee support strategy, you give your team the practical tools and professional help they need to thrive - building resilience, loyalty, and lasting success for your business.

Let’s talk about your team’s wellbeing.

Contact our EAP team today to see how we can help you protect your people and your business.