Every passionate individual in any industry will proudly proclaim that their job is the most challenging, the most rewarding, the most vital. And perhaps, in their own way, they’re right. But today, allow me the indulgence to brag—no, to scream—about hospitality.
Yes, hospitality: the misunderstood heart of service, the blood-soaked battleground of customer satisfaction, the quiet stage where a million dramas unfold every day without applause. It is a world of burnt fingers and plastered-on smiles, of mental exhaustion masked by polite greetings. And while I openly admit there are CEOs, seasoned operators, and decorated industry champions who have weathered far more storms than I have—I still invite you to step into the chaotic bounce castle of “agree to disagree.”
Let’s start with the truth most pretend not to see: hospitality is one of the lowest-paid industries on the planet. Despite the romanticized glamour of hotel lobbies, signature cocktails, and Michelin stars, the reality behind the curtain is often brutal. Many companies drain their staff dry—emotionally, physically, spiritually—until there’s nothing left but burnout. Then they replace them with the next bright-eyed hopeful, eager to prove themselves… until they too, like clockwork, break and move on.
This is the new cycle of hospitality. It’s not like it used to be. Gone are the days of 10-, 20-, 30-year veterans proudly retiring from the same establishment they started with. Now, the average tenure is shrinking fast, replaced by a revolving door of disillusioned workers searching for shelter, validation, or simply a fair shot.
So what happened? Did companies become cold and ruthless? Did employees suddenly grow too “sensitive” for hard work? Or is it the overwhelming buffet of options in today’s job market, where everyone’s chasing the easiest bite with the most seasoning?
There are theories. There are excuses. But what’s the real cause? Who's to blame?
Ask a company, and they’ll say it’s the new generation—entitled, impatient, lacking grit. Ask an employee, and they’ll speak of toxic cultures, exploitative hours, and promises never kept. Meanwhile, HR departments and consultancy firms run frantic marathons trying to plug the leaks—loyalty programs, discount perks, bonuses, pizza Fridays, employee-of-the-month awards.
And yet, despite these efforts, turnover stays high. Employee demands grow. Company costs soar. Prices inflate. Salaries stretch. Profits shrink. Everyone is exhausted.
So we circle back to the fundamental question: Who is failing? Is it the companies? Is it the employees? Or are we both caught in a system designed to break us?
What if it’s not about blame at all—but about reinvention?
Because maybe—just maybe—we’re trying to solve a modern crisis with outdated tools.
Maybe loyalty in today’s world doesn’t come from the occasional staff party or a 10% discount on burgers. Maybe it comes from honest leadership, clear career development, genuine recognition, mental health support, and most importantly—a work culture that sees people as human beings, not replaceable machines.
Let’s be real—everyone has their own motivation. For some, it’s money. For others, it’s location, flexibility, or growth. And no, we can’t please everyone. But we can do better than pretending one-size-fits-all.
I’ve seen companies where people don’t want to leave. Where staff go above and beyond—not out of fear or obligation, but from pride. Even when they suffer, they do it with a genuine smile. So the question is:
What’s their secret? And more importantly—why isn’t it the norm?
Hospitality is beautiful. It teaches us empathy, resilience, grace under pressure. It connects the world. But if we want it to thrive—not just survive—we need to stop romanticizing the suffering and start redesigning the system.
So here are the questions: Which side are you on? What is the way to move it forward?
