Behind the Smile: The Hidden Cost of Hospitality for Young Workers

Hospitality promises flexibility, fast-paced energy, and a first step into the world of work — but for many 16–25-year-olds, the reality comes with an invisible price. Am I Being Served? exposes the emotional exploitation at the heart of the food and beverage sector, revealing how low pay, poor treatment, and insecure contracts silently shape the wellbeing of young staff. Drawing on candid first-hand accounts and survey data, the report shines a light on the unseen emotional labour that keeps service running, even when support, fairness, and security are missing.

From gendered power dynamics and precarious zero-hour contracts to the quiet burnout that thrives behind a polite smile, the findings uncover systemic issues too often hidden beneath hospitality’s friendly veneer. Yet, they also point toward solutions — from industry-wide policy shifts to everyday changes managers and colleagues can make — to ensure the next generation of hospitality workers are valued, protected, and able to thrive.

Read the full report to understand the challenges, hear the voices of young workers, and explore actionable recommendations for creating a fairer, healthier hospitality industry.