Front Line Employees’Emotional Exhaustion in UK’s Fine Dining Restaurants.

Abstract

This report highlights the findings and implications of research conducted in the UK’s fine dining sector. It focuses on the emotional exhaustion triggers of front-line employee’s based on their experiences in the industry. The survey was conducted in two waves between October 2023 and October 2024 generated 134 responses from FLEs and managers in the UK’s fine dining sector. The respondents varied in gender, age, nationality, role and length of service within the sector. The report findings highlight the significant emotional and psychological burden experienced by fine dining employees, driven by high service expectations, emotional regulation demands, customer incivility, workplace hostility, and insufficient managerial support. These stressors contribute to widespread emotional exhaustion, sleep deprivation, and, in some cases, substance use, ultimately threatening staff well-being and industry sustainability. High turnover rates remain a pressing concern, emphasising the need for a cultural shift toward healthier boundaries, improved working conditions, and stronger workplace support. Despite these challenges, employees adopt various coping mechanisms, including workplace camaraderie, managerial support, personal self-care practices, and external emotional networks. Strengthening social support systems and promoting work-life balance are essential strategies for mitigating burnout and fostering a more sustainable workforce in the fine dining sector. Organisation-level interventions are likely to be the most effective approach for addressing individual, interpersonal, and organisational factors affecting mental health in fine dining restaurants, particularly when integrated into broader initiatives that prioritise employee well-being. Additionally, industry-wide policy reforms may be necessary to tackle structural challenges, including the implementation of comprehensive mental health support systems and best practices in human resource management.