Managing Hazards Related to High and Low Job Demands
The tourism and hospitality industry is known for its dynamic nature, with business volumes rising and falling in response to seasonal trends. These fluctuations, whether periods of intense activity or slower business, can pose psychosocial hazards that affect employee well-being. Understanding and managing these hazards is essential for fostering a resilient, motivated workforce.
Understanding the Psychosocial Hazard: High and Low Job Demands
Psychosocial hazards refer to aspects of work design or management that increase the risk of work-related stress. In tourism and hospitality, high job demands can lead to burnout, while low job demands may result in disengagement and boredom. Both extremes can negatively impact mental health and productivity.
Examples of High Job Demands
Example: A front desk agent is asked to handle complex booking system changes without proper training during peak tourist season.
Example: A restaurant hostess must follow a rigid seating plan, unable to adapt to real-time guest needs.
Example: A new housekeeping supervisor is expected to master all procedures within their first week.
Example: A banquet server is expected to work long, back-to-back shifts and complete multiple last-minute room set-up changes.
Example: A marketing manager is tasked with promoting a major upcoming event without adequate staff or budget.
Example: A ski instructor continually takes on multiple groups due to colleagues being on sick leave.
Example: A front desk supervisor must accommodate stranded guests during a storm with limited availability and staff.
Examples of Low Job Demands
Example: A hotel housekeeper performs the same cleaning routine daily with no variation.
Example: A souvenir shop cashier handles simple transactions with no opportunity for growth.
Example: A skilled chef is limited to preparing salads and excluded from menu planning and other activities.
Strategies for Managing Job Demand Hazards
Every workplace is unique, and managing psychosocial hazards requires a tailored approach based on specific risks and employee needs. Below are actionable strategies to help balance job demands throughout the year.
Controlling High Job Demands
Ensure adequate staffing during peak periods and distribute tasks fairly.
Example: Use dynamic scheduling to adjust shifts based on real-time demand and rotate responsibilities to prevent burnout.
Engage employees in refining workflows to reduce effort and save time.
Example: Housekeepers help reorganize supply carts and adjust room sequences, leading to faster, less physically demanding cleaning routines.
Empower employees to make decisions and suggest improvements.
Example: Implement a barista’s idea to reorganize ingredients speeds up prep and improves service.
Controlling Low Job Demands
Add variety by rotating tasks and expanding roles based on interests.
Example: Crosstrain front desk agents to handle reservations and concierge tasks during slower shifts.
Offer tasks that align with employees’ strengths and interests.
Example: Invite servers to help create themed beverages or marketing ideas during downtime.
Encourage professional growth through learning opportunities.
Example: Provide language training or invite staff to join familiarization tours to build confidence and knowledge.
Celebrate contributions to boost morale and engagement.
Example: Launch a peer and guest nomination program to spotlight outstanding employees.
Final Thoughts
Proactively managing high and low job demands is key to maintaining a healthy and productive workforce in tourism and hospitality. By recognizing these psychosocial hazards and implementing thoughtful controls, leaders can create a supportive environment that adapts to high and low job demands while prioritizing employee well-being.
For personalized guidance on managing psychosocial risks in your workplace, contact go2HR’s Psychological Health and Safety Consultants at safety@go2hr.ca
Sources:
- WorkSafeBC’s Psychological Health and Safety Framework | WorkSafeBC
- Psychological Hazards Self-Assessment: What are Psychosocial Factors? | Province of BC
- High and/or low job demands | WorkSafe Queensland Government
- Evidence-based actions for workload management | Workplace Strategies for Mental Health