The hospitality industry is well-known for its high-pressure environment, where employees are expected to be “always on” and deliver exceptional service under constant demand.
Recognising the toll this can take on mental health, Valor Hospitality Partners places employee well-being at the centre of its operations, with team members affectionately known as Hotelitarians.
In a sector notorious for long hours, disrupted work-life balance, and heightened stress, Valor is setting a new standard for employee care. Emotional exhaustion is widespread, particularly during peak periods, and studies show that one in seven hospitality workers experiences burnout.
This often results in reduced performance, absenteeism, and higher turnover—issues that directly impact business outcomes.
Supporting Employee Well-Being
“The well-being of our Hotelitarians is the cornerstone of Valor’s success,” says Corinne Samuel, Head of HR for Valor Hospitality Partners Africa. Through proactive mental health initiatives, the company ensures employees feel seen and supported, particularly during challenging times.
“Happy and fulfilled employees are more engaged and motivated to deliver exceptional service. When our Hotelitarians feel valued and supported, they go above and beyond, creating memorable guest experiences.”
Hotelitarians as Assets
Valor’s commitment is deeply rooted in Co-Founder and CEO Euan McGlashan’s personal experience with unhealthy work environments. Speaking on The Pod, Valor’s podcast, McGlashan reflected:
“I was on a mental rollercoaster, broken down and reset so many times I felt like a jigsaw puzzle. By the end, I was mentally exhausted. During those difficult times, I realised that fitness and exercise were essential for my mental health. They helped me clear my mind, lower my blood pressure, reduce stress, and release endorphins. That physical activity made a huge difference.”
“At Valor, we strive to create safe spaces where our team can grow personally and professionally. Everyone should feel celebrated, not just tolerated,” he adds.
Breaking the “Tough It Out” Culture
Valor actively challenges the hospitality industry’s “tough it out” mentality, discouraging harmful narratives like “If you can’t stand the heat, get out of the kitchen” and the “work hard, play hard” ethos.
“Mental breakdowns are real,” McGlashan explains. “The secret is you’ve got to listen to your body and not push too hard, and you’ve got to know when to take a step back, which is difficult. It’s something I’m acutely aware of.”
He also notes the difficulty of achieving balance:
“Work-life balance is tough. In America, there’s this broken culture where people think a vacation is going away for five days and checking their phone every 20 minutes. And companies allow that to happen, which is insanity because you never refresh, get healthy, clear your mind, and have a great time with your family and friends.”
Valor’s Mental Health Initiatives
The company offers counselling services, mental health workshops, and encourages leaders to share personal experiences, fostering an open culture where employees feel comfortable addressing challenges.
“By taking care of ourselves, each other, and the business, we create an environment where our team thrives and delivers exceptional service to our guests,” McGlashan concludes.
