Creating a Safe Workplace: A Guide for Tourism & Hospitality Employers
This info sheet is part of our Safety Talk series for those who work in tourism and hospitality, developed in partnership with go2HR. Download a printer-friendly PDF version of this info sheet or watch the video.
The tourism and hospitality industry is fast-paced and customer-focused, but it can also bring unique challenges that put staff at risk. From late-night shifts to dealing with difficult situations, ensuring the safety and well-being of staff is a critical responsibility for employers.
A safe workplace isn’t just a legal requirement—it’s essential for maintaining a positive environment where staff feel supported and can thrive. A healthy and safe workforce means better customer service and can help reduce the costs associated with injuries and workplace claims.
Here are some steps you can take to help protect your team and foster a culture of physical and psychological safety.
Every employer has a duty to provide a safe and secure workplace for their staff. This means:
- Conducting regular risk assessments to identify potential hazards, such as unsafe work environments or high-risk customer interactions.
- Complying with safety regulations, like WorkSafe BC’s violence prevention guidelines, to proactively address risks. You can learn more about creating a violence prevention policy and identifying hazards through go2HR.
- Providing clear protocols for handling emergencies or escalating situations.
- Completing a Working Alone Risk Assessment and plan.
Remember: Staff who feel protected are more likely to stay engaged, productive, and confident on the job.
Training is one of the most powerful tools to empower your team and prevent unsafe situations. Equip staff with the skills and knowledge they need to handle challenges effectively.
Key topics to cover in your training programs include:
- De-escalation Techniques: Teach staff how to remain calm, validate concerns, and redirect challenging interactions. Practical tips, such as speaking in a steady tone or using neutral body language, can make a big difference.
- Personal Safety: Provide guidance on positioning themselves for safety (e.g., keeping a counter between themselves and a guest) and ensuring access to an exit.
- Emergency Protocols: Establish clear guidelines for when to involve management or external support, such as security or police.
- Incident Reporting Procedures: Include information about when and how to report incidents, the workplace investigation and debriefing procedures, as well as how the information from incidents will be used to mitigate risk in the future.
Pro Tip: Include ongoing refreshers or practice sessions so staff feel confident applying these techniques.
Access the People Working Well site or Training | go2HR or CMHA BC Workplace Mental Health – CMHA British Columbia for more free or low cost training options.
Taking a proactive approach can prevent many issues before they arise. Consider implementing these measures:
- Encourage Open Communication: Foster an open-door policy where staff feel comfortable reporting safety concerns or difficult interactions without fear of repercussions.
- Enhance Physical Safety Features:
- Install barriers, like desks or counters, to provide a layer of protection.
- Ensure all workspaces have easy access to exits.
- Use safety apps or check-in systems for staff working alone or during late shifts.
- Provide Support During Interactions: Train managers to step in when needed. For instance, encourage staff to redirect escalating situations with phrases like, “I’m going to get my manager to assist you.”
- Debrief and Learn from Incidents: If an incident occurs, review it with your team to identify lessons learned and update protocols as needed.
As a leader, your actions set the tone for your workplace. Show your commitment to safety by actively participating in training sessions, modelling de-escalation techniques, and listening to staff concerns.
Make sure your team has access to the right resources to stay safe:
- Violence Prevention Policies: Share your workplace’s protocols and ensure staff know when and how to use them.
- Mental Health Support: Consider offering access to employee assistance programs (EAPs) or counselling services to support staff well-being.
- External Expertise: Partner with organizations like Go2HR for workplace safety webinars, consultations, or additional training materials. https://www.go2hr.ca/health-safety
Creating a safe workplace isn’t just about avoiding risks—it’s about fostering a culture of trust, respect, and support. When staff feel confident that their physical and psychological safety is a priority, they’re better equipped to deliver outstanding service and thrive in their roles.
By taking proactive steps and demonstrating your commitment to safety, you can build a stronger, more resilient workplace that benefits both your team and your guests.
Safety is everyone’s responsibility—and it starts with you.