The holidays are a stressful time of year. While many American consumers are worried about preparing the perfect feast and finding all the right gifts, retail and hospitality employees have additional concerns. Many of those who help us create happy holiday memories experience stress, anxiety, and depression during what’s considered the most wonderful time of the year.
Stress, anxiety, and depression are the three most common presenting issues for retail and restaurant workers, closely followed by concerns over finances and relationships. There are several factors to consider that may contribute to these issues during the holiday season.
Stores, restaurants, and the travel industry experience an influx of customers in the fourth quarter. And although many consumers are looking for new and creative ways to save, they're still doing plenty of shopping. This holiday season, there is a forecasted 4.6 percent year-over-year increase in total U.S. retail sales. Meanwhile, restaurants manage large parties and extensive catering requests, while airline employees take on passenger frustrations during adverse weather and unexpected delays.
Many retail and hospitality businesses are still experiencing higher-than-normal turnover rates since the pandemic, potentially indicating lingering employee dissatisfaction and exacerbating stress and burnout this holiday season. In addition, a recent report from the National Retail Federation found that retailers plan to hire less than 365,000 seasonal workers, possibly the lowest level in over last 15 years. That means employees working through the holidays may experience heavier workloads, longer hours, and higher demands to keep shelves stocked and customers happy.
The holidays can create stress for everyone, customers included, leading to increased agitation and even confrontations. Fifty-nine percent of retail staff reported they are treated worse by customers during the holiday season, and theft becomes a significant concern for businesses during this time, which increases employee safety concerns. The frequency of critical incidents for retailers is nearly 10% higher in the fourth quarter, with the top reasons being violence in or around the workplace, robbery, and workplace trauma due to aggressive or disruptive customers or threats.
Financial concerns among retail and restaurant employees reach an unprecedented level during the holidays amid increased spending on gifts and travel. Workers in these industries already grapple with financial challenges year-round due to below-average annual wages. Thirty-nine percent of retail employees often run out of money between paychecks—so it should come as no surprise that concerns over finances are the fourth most common reason participants in these industries contact their EAP.
Restaurant, retail, and travel employees often work extra shifts or irregular schedules, especially during the holidays. These long hours can leave them feeling isolated, with limited time to spend with their families and loved ones. This may be why relationship issues are the fifth most common presenting concern in the last few months of the year for employees in these industries.
While many customer service workers will undoubtedly experience higher levels of stress this time of year, employers can take action to help support them. As shopping surges, reservations rise, and overtime adds up, employers must provide convenient and effective mental health support to improve resiliency and prevent burnout and other issues from taking root in their workforce.
It's essential for employers to proactively increase awareness of the mental health and wellbeing benefits they offer. Many employees overlook available benefits or are unsure how to use them, especially when they’re stressed. Consistent reminders help increase awareness and reduce the stigma around asking for mental health support.
Here are a few ways employers can raise awareness about mental health and wellbeing benefits as the holidays approach.
Employees spend a significant amount of time at work, so managers may be the first people to notice any changes in their wellbeing and can serve as the first line of defense for those who may be struggling.
A workplace mental health program that is both human-centered and clinically appropriate can significantly reduce depression and anxiety symptoms, enhance productivity, and reduce absenteeism among retail and hospitality employees.
In fact, our peer-reviewed study showed significant clinical outcomes for employees in the retail and restaurant sectors after completing treatment with CuraLinc.
In addition to these clinical outcomes, our latest peer-reviewed study proved CuraLinc's EAP has an average ROI of greater than $5:1. And one leading retailer saved more than $1M by investing in CuraLinc's EAP. That's a significant return across healthcare cost savings, human capital gains, and organizational risk management services.
There are several important features employers can offer through their workplace mental health programs to better support employees.
Stress may be inevitable for retail and hospitality employees during the holidays, but eliminating the stigma around asking for help and proactively addressing employee needs will go a long way. Companies that empower employees with access to resources and care that support their mental health and wellbeing can make a difference during the holiday season and beyond.