By Sitha Maliwa:
Africa’s hospitality industry, projected to be worth more than R20 billion by 2025, is undergoing a quiet but powerful revolution, one rooted in employee wellness. Traditionally known for high-pressure environments and relentless hours, the sector is now recognising that investing in staff mental health is both an ethical imperative and a practical business strategy.
Global research has laid bare the challenge. Reports show that 60% of hospitality staff have experienced mental health struggles in the past year alone, and 76% have faced such issues over the course of their careers. But forward-thinking hotel brands like Dream Hotels are reframing these statistics as opportunities for genuine transformation.
The industry’s demanding nature — from long shifts and constant guest interaction to high-stakes problem-solving — is being seen in a new light. Far from being a purely draining experience, it can serve as a unique arena for personal growth. By interacting with guests from diverse backgrounds, staff develop empathy, resilience, and advanced communication skills. However, they need the right support systems to thrive.
“This is one of the most dynamic and rewarding industries in the world. We’re creating life-changing experiences that people hopefully never forget. When we support our teams properly, we unlock incredible potential through genuine care and strategic support,” explains Nick Dickson, group custodian at Dream Hotels and Resorts.
Dickson is a vocal advocate for breaking the stigma around mental health in hospitality spaces. “We’re talking openly, listening actively and backing our words with meaningful action. This reduces stigma while showing our teams what genuine support looks like,” he says.
In practice, many industry leaders are turning to comprehensive wellness strategies. Employee Assistance Programmes (EAPs), flexible scheduling, and routine mental health check-ins are among the initiatives gaining traction. According to the World Health Organisation, such programmes can boost staff retention and improve service quality.
Beyond formal structures, businesses are empowering workers to spot signs of mental distress in themselves and their colleagues. Research by Mental Health UK shows early intervention dramatically improves outcomes and helps build cultures of empathy and mutual support.
Dream Hotels has also focused on creating psychologically safe workplaces. Its training encourages respect for cultural differences and equips staff to handle a variety of sensitive situations. The UNWTO’s 2021 report underscores that psychological safety benefits not only workers but also enhances guest satisfaction and a company’s reputation.
Partnerships with local therapists, psychologists, and wellness coaches are another emerging trend. According to the Journal of Travel Research, professional mental health support is vital in tourism settings, where workers and guests may be far from their usual support systems.
In this context, the pressures of hospitality work are increasingly viewed as catalysts for growth. With proper backing, high-stress moments can build resilience, deepen empathy, and help staff take pride in delivering memorable guest experiences.
Experts agree that leadership commitment is key to driving this change. From encouraging flexible rosters and shift-swapping to sharing personal wellness journeys, leaders are setting a new tone. Practical supports like mental health days, regular breaks, and on-site resources are proving essential for long-term success.
Companies that invest in the mental wellness of their teams are reaping the rewards: stronger performance, improved staff loyalty, and enhanced guest experiences. The industry built on care is finally learning to care for its caregivers – and everyone benefits. Authentic smiles at check-in, after all, come from teams who feel truly supported and empowered to thrive. – @NewsSA_Online
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