The Check-In

Everyone doing alright out there?

Working in hospitality, hearing the words “Check-In” has many different meanings. Often, we associate it with a guest/group arrival that turns into:

-          When the rooms need to be clean and ready

- When we expect the bar/restaurant to start getting busy

-          The start of the process (or circus) of working in hospitality

At its core, The Check-In typically notes the start of the guest experience, and the “end” of what’s going on behind the scenes because it’s time to perform, deliver and win for our guests and team members

Working in hospitality is something I continue to enjoy and work to see succeed, but sometimes it wears me out.  According to survey data from OysterLink:

-          47% of hospitality workers feel they don’t have work-life balance

-          64% of managers have said employees have quit due to burnout

-          47% of front-line managers report feeling burnout

Burnout in Hospitality: 2025 Data and How Employers Can Respond

Here I’d like to introduce Jenna Whelan who has worked for luxury brands such as Ritz Carlton and JW Marriott and highlights the push-and-pull that often comes with working in hospitality:

In the world of hospitality where the guest always comes first, the details matter, and the days are often long and varied, it’s easy for those who serve others to forget to care for themselves. If you’ve worked in hospitality, or if you’re considering diving in, you already know this industry runs on adrenaline, heart, and hustle. It’s fast, unpredictable, and deeply rewarding. But it can also be draining in ways people outside the industry don’t always see.

I spent 10 years of my career working for a luxury hotel company, deeply focused on all things front of the house. I’ve opened the door for thousands of guests, remembered countless names and preferences, juggled VIP arrivals with back-to-back check-ins, and managed to put on a smile during 15+ hour shifts. I loved the energy, the pace, the people. But somewhere along the way, I realized I was showing up for everyone except myself.

In hospitality, it’s easy to neglect self-care. You’re trained to anticipate others’ needs, to go above and beyond, to say “yes” even when you’re tired or overwhelmed. That mindset is what makes great hospitality professionals, but it’s also what makes burnout so common in the hospitality industry. The truth is… you can’t deliver genuine hospitality if your own tank is empty. And you shouldn’t have to choose between excelling at your job and taking care of yourself. 

What people don’t realize while working in the industry, and what makes those personal check-ins important is something you don’t think about:

In hospitality you learn the skills that serve you very well in the industry that don’t make the best translations outside of it. Consider:

-Being able to hide feelings in front of an angry guest> using it to avoid personal disagreements at home

This one is a kicker: working in this industry you learn how to read body language and non-verbal cues on others, so you understand how to read people (and in turn avoid giving off obvious signals of distress)

- Having to cancel plans/adjust shift coverage on the fly > easier to miss self-care time and reschedule nights out with friends

- Being able to work that “cl-open” shift (close one shift than open the next) > learning how to push limits with little or no rest or recovery

A phrase that has stuck with me is how “hospitality is the art of never saying what’s really on your mind”. As you move through the different positions and up in brand scale, the stakes and urgency rises higher. Working in hospitality as the stakes rise, the instinct for those to work in our industry is to rise to the challenge:

-Two team members called out on a fully booked dining room? Game on

- That guest with $10k deposit for a family vacation is leaning on an upgrade?  A rabbit gets pulled out of the hat somehow.

- 80% of the rooms need to be flipped  in housekeeping to get ready for a big convention? Watch the entire hotel rally to get it done.

These are some of the many situations that make it fun to work in our industry, but also end up involving a tough emotional climb-down when they’re finished.

Jenna Whelan shares with how the best aspects of working in hospitality don’t have to add to its challenges:

In service training, we coach teams to exceed expectations, but those expectations should never come at the cost of their mental or physical health. If we don’t build self-care into the foundation of how we work, we’re setting ourselves and our teams up for burnout. And in an industry where energy, presence, and passion are non-negotiable, that’s not sustainable.

Self-care doesn’t have to be complicated. Here are five simple, realistic ways to protect your well-being, even on the busiest days (advice I wish I had taken myself) –

·         Take your breaks (But really, actually take them.) Don’t skip your meal or “power through.” Even 10 minutes away can help.

·         Get out and exercise. Stretch, walk, hydrate. Decompress in a way that resets your mind and body. Do this before or after a shift regularly. Put it on your calendar.

·         Talk about it. Check in with your coworkers. Normalize conversations about burnout and boundaries. Provide support to one another.

·         Sleep. Rest is essential for recovery, not a luxury. Consider ambient noise or sleep story apps if you have trouble falling asleep, or an eye mask if light disrupts you.

·         Set limits. It's okay to say no to extra shifts or ask for help when needed. Respecting your limits is a strength that we often fear is going to be perceived as a weakness.

If you're just entering the industry, welcome! It’s one of the most dynamic and people-driven careers out there. My advice to you is to learn self-care early. Don’t wait until you’re exhausted to set boundaries. Make time for your health and happiness from the start. You’ll last longer, grow faster, and enjoy the ride a whole lot more.

Hospitality is about care. And that care should include you. The best professionals I’ve worked with were the ones who knew when to push and when to pause. So, whether you're leading a team, planning a 500-person event, or welcoming a solo traveler after a long journey, remember that the best service starts with a well-cared-for professional.

Take that day off. Put your feet in the sand. Drink water. Protect your peace. The hospitality industry is built on heart, and that heart includes you.

To our guests, the check-in means anticipation, excitement, and wonder at the memories they’ll create. Let’s continue to keep striving toward that for us in the industry.

About Jenna Whelan :

With over a decade of experience in luxury hospitality, Jenna Whelan brings a deep understanding of what it means to deliver exceptional guest experiences. She spent 10 years on the front lines of the hotel industry, honing her skills in high-touch service, team leadership, and operational excellence, all in fast-paced, customer-first environments.

Now, Jenna applies that same level of care and attention to detail in her work in corporate event planning and client service training. Whether managing complex corporate events or coaching teams to elevate their service standards, her focus remains the same: creating thoughtful, seamless experiences from the inside out.

She is especially passionate about the human side of hospitality – championing self-care, well-being, and sustainability for those who work in this demanding industry. With a practical, people-first approach, Jenna helps organizations design better experiences not just for their guests, but for the teams that serve them.