Hospitality in Crisis: Maybe Care is the Answer

Abstract

The hospitality industry is in crisis, and maybe care is the answer. As a 25-year veteran of the hospitality industry, I know firsthand what makes the sector undesirable, what makes it attractive, and what makes it worth saving. In 2019, the Covid pandemic brought the tourism sector to its knees, and hospitality came down with it. At this time, many scholars suggested Covid offered the perfect opportunity for us to rethink how we engage with the restoration and regeneration of the sector. During this time, an emphasis was placed on caring for one another. However, that did not trickle down to best business practices. Consequently, the labour shortage amplified by the Covid-19 pandemic continues today as hospitality organizations struggle to attract and retain a talented workforce. In this narrative inquiry, I explored the lived experiences of six frontline restaurant staff before, during, and after the COVID-19 pandemic by conducting semi-structured interviews. My findings revealed nothing's changed in the industry, it is still as toxic and undesirable as it ever was. Guided by Critical Theory and a feminist ethic of care lens, I formulated the idea that perhaps care can interrupt the invasive neoliberal individualistic attitudes that have dominated hospitality narratives thus far. By incorporating relational care as the foundation for best business practices hospitality outlets will regain their ability to sustain the workforce that fuels hospitality encounters. Maybe then, we will have an opportunity to ensure decent work and economic growth for all.