12 June 2025

How South Africa's hospitality industry is turning mental health challenges into competitive advantage

South Africa's hospitality industry, projected to be worth more than R20 billion in 2025, is experiencing a wellness revolution. Known for its high-pressure environments and long hours, forward-thinking hospitality leaders are discovering that investing in staff mental health is a powerful business strategy that blends ethics and practicality.

While global reports show 60% of hospitality staff experienced mental health challenges in the past year and 76% have faced issues during their careers, progressive hotel chains like Dream Hotels are turning these statistics into opportunities for meaningful change.

The demanding nature of hospitality work, with long hours, diverse guest interactions and dynamic environments, is being reframed as a unique growth opportunity. The constant interaction with people from different backgrounds, problem-solving under pressure and adapting to change can build emotional resilience, strengthen communication skills and foster deep empathy. All staff need is the right support.

"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 Bryony van Zyl, people tribal lead at Dream Hotels and Resorts.

Van Zyl advocates normalising mental health conversations within 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,” she says.

Industry leaders are implementing comprehensive wellness strategies with impressive results. Companies are prioritising employee wellbeing through Employee Assistance Programmes (EAPs), flexible work hours and regular mental health check-ins. According to the World Health Organisation, these support structures significantly improve retention and service quality.

Progressive businesses are training staff to recognise signs of mental distress in themselves and colleagues. Mental Health UK research shows early intervention dramatically improves outcomes while building cultures of empathy and mutual support.

Dream Hotels is creating inclusive, psychologically safe environments by training staff to respect cultural differences and respond sensitively to various situations. The UNWTO's 2021 report highlights how psychological safety enhances both guest satisfaction and company reputation.

Smart hospitality companies are also partnering with local therapists, psychologists and wellness coaches. Research from the Journal of Travel Research demonstrates that professional mental health support is crucial in tourism settings, where people may be far from usual support systems.

Working in tourism can be demanding but with proper support, these challenges become powerful catalysts for growth. High-pressure moments transform into opportunities to develop resilience, connect meaningfully with others and take genuine pride in creating unforgettable experiences.

Industry experts agree that change starts with leadership commitment – from scheduling flexibility and shift-swapping autonomy to leaders sharing their own wellness journeys. Creating systems for regular breaks, mental health days and on-site support services proves essential for sustainable success.

Companies prioritising mental wellness are building more resilient, profitable and sustainable businesses. When hospitality workers feel genuinely supported, their enhanced wellbeing translates directly into exceptional guest experiences and stronger performance.

The industry built on care is finally learning to care for its caregivers and everyone benefits. Because authentic smiles at check-in come from teams who feel genuinely supported and empowered to thrive.