Work-related Stress in Hotels: An Analysis of the Causes and Effects among Frontline Hotel Employees in the Kumasi Metropolis, Ghana

Abstract

Work-related stress has become an important issue within the hospitality literature. Inspite of the increase in the number of hotel facilities with its corresponding increase in employment opportunities in the Kumasi Metropolis little is known on work-related stress among frontline employees. Questionnaires were administered to 296 frontline hotel employees in the Metropolis with a view of assessing the causes and effects of work-related stress. From the study, it emerged that seven factors cause work-related stress. Frontline hotel employees indicated they suffer headaches, become frustrated and are unable to concentrate as a result of work-related stress. Hotel managers should address issues relating to training of frontline employees in the bid to empower them to handle problems that arise as a result of dealing with guests. Finally, frontline employees are encouraged to include relaxation activities such as exercising and taking enough rest in their daily routine.