London Daily

Focus on the big picture.

Abuse leaves hospitality staff at 'breaking point'

Abuse leaves hospitality staff at 'breaking point'

Hospitality staff say frustrated customers have left them demoralised and upset with some at "breaking point".

The sector is facing staff shortages, with travel restrictions causing more people to holiday in the UK.

Some staff in Cornwall said they were worn down by being sworn at and threatened with violence when restaurants were full or food delayed.

UK Hospitality "urged all customers to treat staff with respect".

Visit Cornwall estimated there were about 30,000 more visitors to the county this season than the usual peak of 180,000


Emily Gimblett, 20, a Newquay waitress, pleaded on social media for "common decency" after she said a customer made her cry.

"She was really, really moody and I just cried.

"I had already been reduced to nothing that day... It's like a lose lose situation," she said.

"I have never seen it this busy, it is ridiculous... The amount of staff we have can't cope with the influx.

"What you say to someone can ruin their whole day. We're still a person... We're tired."

Ms Gimblett said customers were angry and she had "reached breaking point".

She said people on holiday were annoyed that "everywhere is fully booked every night" while staff were worn out working long shifts.

Jamie-Lee Job appealed to customers to "be kind"

Ms Gimblett's employer Steve Young, owner at the Quintrell Inn, said it was the "busiest ever season" in his eight years there, and while many customers were polite and patient, abuse had "gone up an octave".

He said it was a combination of some tourists as well as some locals that were "difficult".

"A vile group of blokes came in and one just flipped out and tried to attack me when I told them we couldn't fit them in," he said.

Industry bodies say one in five hospitality workers have left the sector during the coronavirus pandemic, with further shortages caused by workers being "pinged" and told to isolate by the NHS app.

Catering businesses in some UK tourist resorts are experiencing further pressure, with reportedly busier seasons due to restrictions on travelling abroad.

'Customers have cabin fever'


Jamie-Lee Job, owner of The Summer House restaurant overlooking the beach in Perranporth, said customers since the pandemic were "a lot more aggressive" and it was "demoralising".

"Customers at the moment have a cabin fever about them.

"People seem to have lost their sense of humanity.

"No-one wants to work in hospitality at the moment - it's relentless."

Staff shortages have meant they have had to close until 28 August when they will be open for drinks.

Restaurants in Cornish resorts like St Ives are largely booked up, some visitors said

But one Newquay man, who wished to be anonymous, said eating out had become more stressful for customers, and that abuse "reflects both ways" in the town.

"We have had awful attitudes from some staff.

"No matter what the reasons, courtesy should be given at all times," he said.

Visit Cornwall estimated there were about 30,000 more visitors to the county this season than the usual peak of 180,000.

In Devon, Brian Todd, who was on holiday in Woolacombe, told the BBC he was disappointed to queue for more than one hour to buy pizza.

"There's either a lack of food or a lack of staff... It's all pre-bookings... But you've just got to get on with it," he said.

'Rushed off our feet'


Tegan Cluett, 21, a holiday park waitress in Cornwall, said: "We've had people waiting for one hour and 20 minutes for food.

"I feel bad for them, but we've had some really threatening people.

"We've had people shouting loudly... One man knocked over all the drinks on the table on purpose," she said.

"I can't stress how rude some of them are and we are rushed off our feet.

"They swear at us and I think thank God I am wearing a mask as I am going bright red in the face... I have felt like crying," she said.

In busy resorts many if not all restaurants are booked up for weeks in advance, staff said

Malcolm Bell from Visit Cornwall said: "The peak weeks have been more challenging with staff shortages and staff being off with the virus or being 'pinged'".

He urged visitors to "plan and book ahead" and have "understanding, tolerance and respect" for staff.

Mr Bell pointed out there are a "stunning" range of quieter places to visit in Cornwall outside the main resorts.

Kate Nicholls, chief executive of industry body UK Hospitality, said: "After such a difficult 18 months for staff in the hospitality sector, this behaviour is shocking and completely unacceptable.

"I urge all customers to treat hospitality staff with respect."

Jo Causon, CEO of The Institute of Customer Service warned customer-facing workers who receive abuse "often end up taking time off sick or leave the industry".

"Businesses can help by communicating openly and honestly and training service staff to deal with the different scenarios they are likely to face," she said.

"Customers must also take responsibility for not letting frustration boil over into hostility or abuse."

Newsletter

Related Articles

London Daily
0:00
0:00
Close
CIA and MI6 Chiefs Unite Amid Global Crises
UK Tycoon Mike Lynch's Cause of Death Revealed: Autopsy Report
Mass Protests Erupt Across France Against New Prime Minister Barnier
Iranian Plots to Kill Jews in Europe Unveiled
Huawei Poised for Major AI Chip Unveil at Shenzhen Event
Nvidia’s AI chips are cheaper to rent in China than US
China ends tariffs on all goods exported to China from the poorest countries in the world it has diplomatic ties with, including 33 African nations
Blinken May Not Seek Another Term Due To Family Priorities
Labour Pushes for Special Tribunal Against Russia for Ukraine Invasion
Oil Companies to Contest Judicial Review of North Sea Projects
Ed Balls Urges Keir Starmer and Rachel Reeves to Address Winter Fuel Payments Controversy
British Army Major General Dismissed for Unwanted Advances
Campaigners Urge Bold Actions to Combat Rising Heart Disease in UK
UK Requires One Trillion Pounds Investment for Economic Growth
Plan to House Asylum Seekers at Former Dambusters Home Dropped
UK Drops Indecent Assault Charges Against Harvey Weinstein
Return of Brazilian Artworks to Bahia
UK Signs Landmark International AI Treaty
Demand for Justice After Death of Ugandan Runner Set on Fire
Ukraine's Major Government Reshuffle: Andrii Sybiha Appointed New Foreign Minister
North Korea Executes Officials Over Flood Response
French Woman Testifies in Landmark Rape Trial
Sicily Yacht Disaster: Fatal Asphyxiation Claimed More Lives
Michel Barnier Appointed as Prime Minister of France
The art technique of Grandma Mei Ling, age 82
Mongolia Refuses to Arrest Putin Despite ICC Warrant
UK State Pension to Increase by Over £400 Annually
Amazon Announces 10% Pay Increase for UK Workers
Grenfell Tower Fire Inquiry Demands Swift Justice
French Police Clear Migrant Camp Near Calais
New Law Proposes Jail Time for Covering Up Sewage Dumping in England and Wales
John Swinney's Government Programme Faces Criticism in Scotland
France Pilots Mobile Phone Ban in Schools
Priti Patel Eliminated in First Round of Tory Leadership Race
And Justice for ALL: Elon Musk threatens to go after Brazilian government assets
WHO-Led Study Finds No Link Between Mobile Phones and Brain Cancer
US Charges Hamas Leaders With Terrorism Over October 7 Attack on Israel
Russian Missile Strike Kills 49 in Poltava, Ukraine
Major Cabinet Resignations in Ukraine
Tory Leadership Candidates Criticize Rivals' Promises to Leave ECHR
Campaigners Propose Pay-Per-Mile Charge for UK Electric Cars
Labour Urged to Shift Asylum Policy Rhetoric
Hossein Shamkhani: The Rise of an Oil Tycoon
Putin Defies ICC Arrest Warrant with Mongolia Visit
Frenchman On Trial for Decade-long Abuse of Drugged Wife
The British bus driver explains to usual suspects that they cannot travel without a ticket. Education is important.
Irish Police Arrest Enoch Burke, the teacher who refuses to endorse and affirm transgender ideology
US Soldier Attacked in Turkey
Switzerland Urged to Reconsider Its 500-Year Neutrality
AfD's Historic Victory in Thuringia State Election, Germany
×