Happy hour? Not for hospitality workers facing burnout

The smiles at the end of a shift may be fading, with new national data from Deputy revealing a concerning trend: more of Australia’s shift workers are feeling emotionally stretched, and hospitality teams are not immune.

Based on nearly 3 million post-shift surveys completed between April 2024 and April 2025, Deputy’s Shift Pulse Report shows that the percentage of workers finishing their shifts feeling happy has dropped to 82.16 percent, while those reporting stress or frustration has jumped to 5.9 percent, up from 4.28 percent the year prior.

Although that might seem like a small shift on paper, it reflects a deeper problem brewing under the surface, particularly for roles involving public-facing pressure, unpredictable hours, and weekend-heavy rosters, all common realities for hospitality staff.

Sit-down restaurants among the most strained

The report found that sit-down restaurants are now one of the most emotionally strained industries, with over 8 percent of workers ending their shifts feeling unhappy.

What’s behind the burnout? Deputy points to a mix of staff shortages, longer hours, rising customer expectations, and fewer moments for recovery or connection.

“Real-time visibility into how your people are feeling isn’t a nice-to-have, it’s a competitive advantage,” said Silvija Martincevic, CEO of Deputy.

“When energy, morale, and team cohesion break down, productivity drops, absenteeism rises, customer experience suffers, and profitability declines. That’s why business leaders must take worker sentiment seriously, because the link between wellbeing and performance isn’t just human, it’s commercial.”

Rosters, not just rewards

While pay remains a key motivator, the data shows that unstable rosters, limited autonomy, and lack of schedule control are major contributors to burnout, especially in sectors with irregular hours or unpredictable shifts.

For many hospitality workers juggling multiple roles, a growing trend Deputy refers to as poly-employment, the challenge is compounded. Without consistent rostering or system-wide visibility, back-to-back shifts and last-minute changes turn flexibility into fatigue.

Real voices behind the data: Matt Koh’s story

Sydney-based barista, designer, and creative Matthew Koh is one of the many Australians navigating the reality of poly-employment.

He splits his time between Home Croissanterie in Balmain, weekend markets with Sonoma Bakery, and freelance design work; balancing his passion for coffee and creativity with the complexity of multiple job commitments.

“Hospitality is all about community,” Matt says. “Being able to brighten someone’s day—or just be part of their daily routine—makes it so rewarding.”

But behind the smiles and banter, Matt notes that working across multiple venues can take a toll on wellbeing. “It’s mentally demanding—staying present, warm, and engaged in different environments takes a lot of energy.”

He also highlights systemic issues, including the casual nature of hospo work. “No sick leave, no income protection—it forces people to work when they really shouldn’t. We need better benefits and more respect for hospitality as a skilled, long-term career.”

“There’s this stigma that hospitality is low-skill or just for students. But we’re problem-solvers, we manage people, we adapt constantly—it’s a demanding job that deserves more credit.”

Despite the challenges, Matt says poly-employment gives him variety, connection, and creative satisfaction. “It’s not easy, but being able to diversify my skills and income, and learn from different teams, has made me a stronger worker and a more fulfilled person.”

👉 Follow Matt on Instagram: @yogiwithanm

Not all doom and gloom

Some sectors and regions are proving it doesn’t have to be this way.

Queensland leads the nation with the happiest shift workforce, while beauty services recorded the biggest year-on-year jump in positive sentiment, up 5.44 percentage points, driven by autonomy, appreciation, and emotional connection.

These findings suggest that with the right structures, stable hours, strong team culture, and purpose-driven roles, shift-based work can be energising, not exhausting.

What operators can do

For hospitality business owners and managers, the message is clear: invest in roster consistency, build strong team culture, and implement tools to track and respond to staff sentiment in real time.

Empowering staff with structure, support, and feedback channels not only reduces burnout, it improves service, morale, and retention.

In an industry built on energy, connection, and care, looking after your team isn’t just the right thing to do — it’s also your strongest competitive edge.