Mindfulness training for tourism and hospitality frontline employees

• Published in: Industrial and commercial training Vol. 52; no. 4; pp. 185 - 193
• Main Authors: Johnson, Karen R, Park, Sunyoung
• Format: Journal Article
• Language: English
• Published: Guilsborough Emerald Publishing Limited 10.10.2020; Emerald Group Publishing Limited
• Subjects: Brand loyalty; Burnout; Customer services; Emotions; Employees; Employment; Hospitality industry; Mindfulness; Occupational training; Service industries; Stress; Success; Tourism; Work engagement; Mindfulness training; Burnout; Tourism and hospitality; Emotional labor; Frontline employees
• ISSN: 0019-7858; 1758-5767
• DOI: 10.1108/ICT-10-2019-0095

Purpose The purpose of this paper is to explore mindfulness training as a viable intervention for frontline employees in tourism and hospitality as a way to aid in the regulation of emotions and reduce or prevent employee burnout while increasing levels of work engagement. Design/methodology/approach By reviewing related literature, the authors explored the relationships between mindfulness training and emotional labor, and mindfulness, burnout and work engagement. Findings The authors suggested the following propositions: mindfulness training can potentially help to regulate emotional labor of tourism and hospitality frontline employees, and mindfulness training can potentially reduce burnout and enhance levels of work engagement of tourism and hospitality frontline employees. Research limitations/implications This study can guide scholars to initiate empirical research to examine the influence of mindfulness training on diverse outcomes related to tourism and hospitality employees. Practical implications This study can help to improve the awareness of leaders and managers of mindfulness training as an intervention to alleviate emotional exhaustion of frontline employees in tourism and hospitality. Originality/value This study provides theoretical insights and useful practical implications for ways to establish a suitable work environment that encourages frontline employees to perform genuine or deep acting while minimizing incidents of surface acting and the consequences of emotional labor.