Let me introduce you to Katarina Railko, a seasoned expert in the hospitality industry with a deep background in travel and tourism. Katarina has also carved out a significant presence in the entertainment and events sector, often sharing her insights at expos and conferences. Today, we’re diving into her perspective on workplace wellbeing, inspired by the recent success of the Victory Services Club (VSC) in winning the ‘Excellence in Wellbeing’ award at the HR in Hospitality Awards 2025. Our conversation explores the innovative strategies behind this achievement, the impact of a strong wellbeing program, and how caring for staff translates into exceptional service.
How does winning the ‘Excellence in Wellbeing’ award reflect the dedication of a team in the hospitality industry?
Winning this award is a huge validation of a team’s hard work and commitment to creating a supportive workplace. It shows that the efforts to prioritize employee wellbeing—whether through mental health support or financial coaching—aren’t just nice-to-haves, but essential to success. For an organization like the VSC, it’s a testament to their focus on building a culture where staff feel valued, which is no small feat in an industry often marked by high stress and turnover.
What goes into developing a comprehensive wellbeing program for a hospitality workforce?
Developing a wellbeing program starts with understanding the unique needs of your team. It’s about listening to staff and identifying key areas like mental, physical, emotional, and financial health. From there, you craft initiatives—think mental health training or fitness sessions—that address those needs. A critical piece is ensuring the program isn’t top-down; staff feedback shapes it, and having champions across departments brings it to life. Starting with limited resources can be tough, but creativity and genuine care can turn constraints into innovative solutions.
Why is it important to have specific roles like Mental Health First Aiders or wellbeing champions in a workplace?
These roles are vital because they provide immediate, relatable support. Mental Health First Aiders, for instance, are trained to spot signs of struggle and offer a listening ear or guide someone to resources. Wellbeing champions, especially for topics like menopause, create safe spaces for conversations that might otherwise be taboo. They’re not just roles; they’re lifelines that show employees their challenges are seen and matter, which builds trust and strengthens the workplace community.
How can a focus on wellbeing dramatically improve staff retention in a high-turnover industry like hospitality?
When staff feel cared for, they’re far more likely to stay. In hospitality, where burnout is common, a wellbeing focus can slash turnover by addressing root causes like stress or financial worry. For example, offering counseling or financial coaching shows employees you’re invested in their lives beyond the job. Coupled with visible HR support and a transparent culture, it creates an environment where people want to stick around. The results can be striking, as seen with dramatic drops in turnover when these changes are implemented thoughtfully.
How does a culture of care for staff influence the quality of service provided to customers or members?
A supported staff directly translates to better service. When employees feel valued, they bring that positive energy to their interactions with customers or members. They’re more engaged, more patient, and more willing to go the extra mile. For instance, a team member who’s had access to mental health support is likely to be more present and empathetic with guests. It’s a ripple effect—care for your team, and they’ll care for everyone they serve, elevating the entire experience.
In what ways does an organization’s heritage or mission shape its approach to employee wellbeing?
An organization’s heritage can deeply influence how it approaches wellbeing. For a place with roots in serving a specific community, like the Armed Forces, there’s often a built-in ethos of care and respect that extends to staff. This background can inspire a protective, family-like approach, where looking out for each other is second nature. It shapes policies to be more inclusive and supportive, ensuring that the same dedication shown to members or clients is mirrored in how employees are treated.
What advice do you have for our readers looking to enhance wellbeing in their own hospitality workplaces?
My advice is to start small but be intentional. Listen to your team—really listen—and find out what they need most, whether it’s mental health resources or flexible scheduling. Build a culture of openness where feedback is welcomed and acted on. Even with a tight budget, you can make a difference with low-cost initiatives like peer support groups or free workshops. Most importantly, show genuine care. When your staff see that you’re invested in their wellbeing, it creates loyalty and a stronger, happier workplace.
