But, for all the energy and opportunity it brings, it’s also a sector where pressure can be high and, with this, toxic behaviour can sometimes creep in.
Sadly, hostility and harassment are common in hospitality. According to the British Safety Council, one in three UK customer service workers faced hostility last year – and almost 40% considered leaving their jobs because of it (source: British Safety Council 31/1/25).
Whether it’s verbal abuse from customers or harassment that gets brushed off as ‘just part of the job’, it’s not acceptable.
It’s important to talk about these issues so pub owners can empower team members to speak up, provide them with the support and training that they need, and foster a positive working environment. And if we don’t, it’s a retention crisis waiting to happen.
Myriad of problems
At the LTC, we hear these stories every day. Calls to our free 24-hour helpline reveal the toll that hostility in hospitality takes, causing a myriad of problems including stress, anxiety, withdrawal, burnout, and even long-term trauma.
Our research conducted with KAM earlier this year revealed almost half of all sick days are linked to poor mental wellbeing and that absenteeism costs the hospitality industry a staggering £305m annually (source: KAM Insight, March 2025).
But it’s not just the days employees are off sick that affect the bottom line. Some 44 additional days are estimated to be lost annually for each employee working while in poor mental or physical health, adding a further 45.7m days in lost productivity (source: IPPR, ‘Healthy Industry, Prosperous Economy’, July 2024).
Giving employees the tools they need to manage stress caused by hostility isn’t just the right thing to do – it’s smart business sense.
Let’s be clear: hostility and harassment are not part of the job. They’re symptoms of a culture that needs to change – and that change starts with confidence, clarity and support.
Defuse challenging situations
That’s why we’re launching a new online workshop this October called Respect at Work: Handling Harassment and Hostility With Confidence, in partnership with CIC.
It’s designed specifically for team members, managers and HR leads in licensed hospitality, and offers practical tools to defuse challenging situations, build confidence and resilience, and recognise and address symptoms of stress.
Respect at Work emphasises that self-care isn’t a luxury but a necessity. Again, poor mental health has a measurable impact on the bottom line of licensed hospitality businesses.
Pubs and bars must invest in their teams and equip them to succeed in this fast-paced industry because when people feel supported, businesses perform better.
Hospitality is a brilliant, rewarding industry to work in. But respect is not optional. Together, we can create safer, stronger workplaces where everyone is empowered to thrive.
Respect at Work: Handling Harassment and Hostility With Confidence workshops will be held on 14 October, 25 November and 6 January.
- The LTC has been helping licensed trade people and their families for over two hundred years, providing practical advice, emotional support, and financial grants. Support is available via the website, Wellbeing Platform, 24-hour free helpline and Employee Assistance Programme, empowering people to build confidence, resilience, and take action to live well. Call the free 24/7 helpline on 0808 801 0550 or visit https://www.licensedtradecharity.org.uk/
