Fair Trade in the hospitality sector has long been lauded for creating a strong link between the travel experience and local communities. This connection is as enduring as the thread spun by a master weaver, benefiting artisans, farmers, and producers who thrive under the Fair Trade concept, which prioritises the use of locally sourced products and ensures fair compensation for their efforts.
However, there is an essential thread that remains loose: the well-being of hospitality employees. Front-line staff like receptionists, housekeepers, kitchen crews, maintenance workers, and concierges are the very fabric of the industry, and their welfare is crucial to its integrity.
Consider the fact that the hospitality industry experienced a turnover rate of 79% in 20231, a figure driven by long hours, modest pay, and high stress, leading to a demoralised workforce and, ultimately, a less-than-optimal guest experience.
While Fair Trade practices in sourcing and compensation are commendable, it’s time to extend these principles to include what we call ‘Fair Play’ policies, designed to support and reward hospitality employees:
1. Mental Health Support
The fast-paced nature of hospitality can take a toll on mental health. Providing access to counselling services and stress management workshops could create a supportive environment that nurtures both mental and emotional well-being.
2. Career Development Programmes
Implementing clear career paths, cross-training, and further education funding would not only enhance skills but also signal to employees that their futures were truly valued.
3. Profit-Sharing Initiatives
Imagine a scenario where employees had a stake in the success they help create. Profit-sharing schemes would not only align interests but also foster a sense of ownership and loyalty.
4. Innovative Recognition Programmes
Recognition should go beyond the predictable. Personalised thank-you notes from management, peer-recognition platforms, and thoughtful rewards would make employees feel genuinely appreciated. Small, meaningful gestures often leave the deepest impact.
One notable example of a hospitality operator that has gone to great lengths to provide a ‘Fair Play’ environment for its employees is the Fairmont Hotel Vancouver. In 2023, the hotel ratified a new three-year contract with significant improvements for its workers, including reduced daily workloads for housekeeping staff to minimise injury risks, enhanced contributions to pensions and retirement savings plans, and higher midnight shift premiums2.
But this is the exception, rather than the rule. Perhaps more operators would embrace ‘Fair Play’ if they understood that it’s a strategic as well as an ethical imperative: By treating employees with the dignity and respect they deserve, the industry would cultivate a motivated, loyal, and skilled workforce, enhancing both service quality and profitability.
Because true hospitality extends beyond the guest. It also encompasses the well-being of those who make the magic happen.
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1 award.co.in
2 unifor.org