Employee Assistance Program (EAP) Provider for Hospitality & Tourism in Australia
Last Updated 13/1/26 By Vanessa Cortez
EAP Programs @ Mindway EAP
EAP Programs @ Mindway EAP
In order for Australia's economy to function properly, the tourist and hospitality industries are very important. Accommodations, dining establishments, drinking establishments, airlines, and tour companies are all examples of places of work that employ millions of people. Even though they have to deal with an unpredictable schedule, shift work, and the obstacles that come with working during busy periods, those who work in this field are constantly under pressure to give exceptional customer service. This is the case despite the fact that they must also consider the fact that they must work shifts. Additionally, jobs in the hospitality and tourism sectors are usually stressful on both the body and the mind, which leads to a considerable level of stress and staff turnover. This is a consequence of the fact that these jobs are frequently demanding. When it comes to offering aid to workers, Employee aid Programs (EAP) are of the highest value since they offer confidential counselling, resources for health and wellness, and beneficial strategies for coping with stress inside the workplace. Absenteeism and employee turnover are both reduced in companies that offer employee assistance programs (EAP), which are also known as employee support programs. In addition, their staff is happy, which suggests that they offer great service to their clients and that they offer superior experiences to their visitors.
What you’ll learn in this article
What you’ll learn in this article
- Why EAP is crucial for hospitality and tourism staff
- How EAP helps with stress and burnout in service roles
- The benefits of EAP for staff retention in a high-turnover industry
- Leadership’s role in supporting employee wellbeing
- Real examples of EAP success in hotels and restaurants
- Practical tips for implementing EAP in tourism businesses
Why hospitality & tourism staff need EAP
Individuals who are employed in the tourist and hospitality business are needed to put in long hours and stay up late in order to keep a steady line of contact open with customers. It is usual for employees to be asked to handle a huge number of duties concurrently, to deal with high standards, and to possibly have to deal with guests that are difficult to work with. All of these potential repercussions, including mental tiredness, worry, and a diminished feeling of pleasure with your job, are possible outcomes of this chronic stress. Providing employees with a private environment in which they may discuss their problems and look for ways to solve those problems is the purpose of employee assistance programs, often known as EAP services. Employers who participate in employee assistance programs (EAP) are able to establish an atmosphere in which employees feel motivated, respected, and driven to provide exceptional service to their customers.
Tackling stress and burnout in service roles
During times of high demand, when staff are strained to their limits, the tourism and hotel industries confront a substantial issue in the form of burnout. This is especially true during times of high demand. Due to the fact that it is the job of cooks to perform orders in a sequential manner and that it is the obligation of hotel receptionists to organise entire reservations, it is possible for the burden to become excessive. When individuals take part in Employee Assistance Programs (EAP), they are given useful strategies to deal with stress. The goal of these methods is to improve their emotions and to establish a balance between their personal health and the requirements of their profession. Providing employees with help of this kind makes it less likely that they will experience burnout and increases the likelihood that they will be able to keep their attention and efficiency.
Employee:
I’ve been feeling drained with the late-night shifts and constant guest interactions. It’s starting to affect my mood at work.
You:
Thank you for sharing that. We’ve partnered with an EAP provider to give staff access to confidential support whenever they need it.
Reducing turnover and improving retention
There is a prevalent problem known as high churn that affects the tourism and hotel industries. This problem can lead to considerable financial losses for firms because of the necessity to educate and hire new personnel. People quit their employment for a variety of reasons, including the fact that they are under a great deal of stress, that their hours are not reliable, or that they believe they are not appreciated. The Employee Assistance Program (EAP) gives workers the chance to acquire resources that make it clear that the organisation is concerned about their health. The ability to retain employees for longer periods of time, increase the cohesion of teams, and save money are all benefits that may be gained by organisations. Having employees who are more dedicated to the company and who have more experience is advantageous to the company over time since it immediately makes customers happier. This is because the firm is able to attract and retain more personnel.
Supporting leadership and team culture
When executives in the hotel industry prioritise more practical goals, such as sales and speed, they have little time to think about the well-being and happiness of their staff. This is a widespread practice in the hospitality industry. When seen from a different perspective, leadership is an essential element that contributes to the successful operation of the workplace. Companies that provide employee assistance programs (EAP) not only offer aid to workers who are on the front lines of the organization's operations, but they also teach managers how to recognise the symptoms of stress, improve communication, and encourage employees to make use of support services. When leaders show that they are concerned about the health and happiness of their people, they not only make the workplace more pleasant for their employees, but they also make it a more desirable place to work.
"When hospitality workers feel supported, they turn service into memorable experiences." - Australian Hotels Association
Enhancing guest experiences through staff wellbeing
Not only are consumers happy when employees are happy, but they are also happy. When employees feel that their company supports and values them, they are more likely to go the extra mile to provide outstanding service. This is because they are more likely to be recognised for their contributions. EAP programs, which lower stress and raise mood, allow people to have more patience, better their capacity to interact with one another, and have more energy. These benefits are a direct outcome of the programs' ability to raise mood and reduce stress. The outcome is an increase in the number of favourable evaluations, the number of repeat customers, and an improvement in the brand image for enterprises that cater to the hotel sector and visitors. Having a healthy workforce is directly responsible for all of these benefits that are being discussed.
When there was a significant number of guests staying at a popular hotel in Sydney, the managers saw that their workers were growing more and more nervous about their responsibilities. In addition, there was a startlingly high turnover rate among receptionists, and the cleaning crew reported that they were exhausted. Staff satisfaction skyrocketed when the establishment introduced an Employee Assistance Program (EAP) service that included counseling, seminars on mental health, and training on how to resolve issues. In addition, there was a twenty percent reduction in the number of employees who missed work, and the staff claimed that they were more prepared to meet the requirements of the guests.
An organisation that specialises in food in Melbourne had the same problems, with a sizeable number of workers losing their positions as a result of the stress they were under and the long hours they were required to work. Through the implementation of an employee assistance program (EAP), the company was able to enhance its customer satisfaction ratings and retention rates. This was made possible by the employee assistance program's ability to provide ongoing help to the company's staff members. The program gave staff the idea that they were valued, which led to a more dynamic workplace and improved the eating experiences of customers. As a consequence, the initiative was successful.
An organisation that specialises in food in Melbourne had the same problems, with a sizeable number of workers losing their positions as a result of the stress they were under and the long hours they were required to work. Through the implementation of an employee assistance program (EAP), the company was able to enhance its customer satisfaction ratings and retention rates. This was made possible by the employee assistance program's ability to provide ongoing help to the company's staff members. The program gave staff the idea that they were valued, which led to a more dynamic workplace and improved the eating experiences of customers. As a consequence, the initiative was successful.
Enhancing guest experiences through staff wellbeing
The satisfaction of the workforce is directly correlated to the satisfaction of the consumers. Individuals who have the perception that they are supported and respected by their company are more likely to go the extra mile in order to provide outstanding service to their customers. As a consequence of EAP programs, which lower stress and enhance mood, individuals are able to have more patience, better their ability to interact with one another, and have more energy throughout the day. Because of this, businesses who cater to tourists and those in the hotel industry receive more favourable feedback, more customers who return, and an enhanced image of their company. A healthy workforce is directly responsible for all of these benefits that are being discussed here.
Key Takeaways
- EAP reduces burnoutHospitality and tourism staff gain tools to manage stress, ensuring they stay engaged and resilient.
- EAP improves retentionBy showing staff their wellbeing matters, businesses build loyalty in a high-turnover industry.
- EAP supports leadershipManagers gain skills to lead with empathy, creating stronger and healthier workplace cultures.
- EAP enhances guest serviceHappier employees deliver better service, leading to satisfied guests and stronger reputations.
Looking for Help with an EAP?
We Customise Every Program to Fit Your Organisation
We Customise Every Program to Fit Your Organisation
PAYG EAP
Flexible Support - Billed Per Session
Flexible Support - Billed Per Session
Ideal for organisations that want to start small and scale as needed. Only pay when your team uses the service.
Included in PAYG:
✔️ Pay per session model
✔️ Tailored Mindfulness Program
✔️ Professional support within 12–36 hours
✔️ 24/7/365 booking number
✔️ Real-time analytics portal
Complete EAP
All-Inclusive Support
All-Inclusive Support
Best for teams seeking consistent, proactive support with built-in sessions and added value for managers and leaders.
Includes everything in PAYG, plus:
✔️ Set sessions included per employee, per year.
✔️ Dedicated program specialist
✔️ Priority critical incident support
✔️ Monthly live leadership/manager training (mental health, leadership, communication & more)
Rated 4.8/5 stars
Get Tailored EAP Quote
Support your team with personalised and fast support. Fill out the form below to get a personalised EAP for your organisation.
We never share your info with anyone
Supporting 10,000+ Employees, HR Teams & Owners
⭐⭐⭐⭐⭐
Fantastic EAP
"I've been using Mindway EAP for some time now, and I must say it's been an invaluable tool for my personal well-being and have heard positive feedback from the team at large"
25% of staff use services
⭐⭐⭐⭐⭐
One Of The Best
"Used 2 EAPs before, staff never really used either of them. Came across Mindway, and the way the app works fitted right into our staff's dynamic and culture."
36% of staff use services
⭐⭐⭐⭐⭐
Google Review
"Ryder has been great and responsive to work with while setting up the EAP from a management perspective. I have had a great response from staff who have shared with me that they have used both the app and counselling services, noting that it has helped them a lot"