News and Events - SBHM and HKHA Co-organise Workshop on Emotional Labour in Hospitality 2026-06-26

SBHM and HKHA Co-organise Workshop on Emotional Labour in Hospitality

Rita Tong Liu School of Business and Hospitality Management (SBHM) and Hong Kong Hotels Association (HKHA) jointly organised a professional development workshop to explore emotional labour within hotel operations, with a focus on the well-being of frontline employees and the role of managers in supporting their teams. The 30 participants included supervisors, department heads, and human resources professionals in the hotel industry.

The workshop, entitled "Beyond the Smile: Emotional Labour and Its Impact on Frontline Hotel Staff", covered emotional labour, surface acting, deep acting, emotional dissonance, signs of emotional strain, and practical strategies for supporting staff well-being. Participants were encouraged to recognise emotional labour not only as a human resources issue but also an operational consideration that directly influences service quality, employee well-being, and organisational performance.