Bullying in the workplace is a problem that has long maligned the reputation of the hospitality sector, despite huge changes that have taken place over the years. Bullying can manifest in many ways—verbal abuse, intimidation, exclusion, or even cyberbullying. These behaviours can cause anxiety, depression, and burnout in those affected, increasing the risk of absenteeism and resignations.

But it’s not just employees who suffer, businesses (and the industry as a whole) also pay a heavy price. In an interview on Radio 4 in 2020, a Line Cook in Manchester described how they were publicly humiliated if a dish was even slightly off-standard and how they left the industry because they couldn’t cope. In another interview in The Guardian, a Chef who chose to remain anonymous, reported that they were sworn at in front of staff and the abuse led to a series of panic attacks before they got to work. Both examples resulted in the victim leaving their job-and-industry, costing the business in recruitment costs and adding to staffing shortages in the sector.

Financial and Legal Repercussions

The costs don’t stop there. If an employee takes legal action, even if a claim doesn’t make it to court, legal consultations and potential settlements can be extremely costly. Then there is the loss of productivity as distressed or distracted employees battle through an uncomfortable situation that will undoubtedly affect the customer experience and ultimately, your bottom line. Lastly, word travels fast in the hospitality industry, particularly through online reviews and social media.

A reputation for mistreating staff can deter talented applicants and drive customers away.

A Changing Industry

Fortunately, operators are recognising the importance of a supportive, positive workplace. Many businesses are investing in mental health training for management and staff, introducing clearer HR policies, and championing zero-tolerance approaches to bullying. These efforts not only protect employees but also boost productivity and enhance the sector’s appeal as a rewarding place to work.

Tackling bullying isn’t just an ethical duty—it’s a business imperative. If you or your
staff are experiencing bullying, organisations such as Hospitality Action in the UK and Mental Health Ireland can offer guidance and support. Adopting a zero-tolerance stance and encouraging open communication can help transform hospitality into a welcoming, professionally fulfilling environment for everyone.

How to Handle Bullying Reports

  • Listen and Document: Take every complaint seriously. Gather detailed accounts from all parties involved and keep thorough records.
  • Investigate Promptly: Undertake a fair and impartial inquiry. Inaction or delays can worsen the situation.
  • Provide Support: Offer counselling or professional support for affected staff. A caring response can help rebuild trust.
  • Take Appropriate Action: If bullying is confirmed, implement disciplinary measures in line with your policies and legal obligations.
  • Review Policies and Culture: Ensure clear anti-bullying policies are in place and that managers receive training to maintain a respectful working environment.