Is Hospitality Failing Its People – Or Just Asking the Wrong Questions?

“I had no traumatic event… it was the work environment that was suffocating me.”

In one of our most honest episodes yet, we sat down with Matt Cameron—a hospitality lifer turned leadership coach—to unpack the real reasons people are walking away from our industry.

Spoiler: it’s not just the hours or the pay.

It’s us.
It’s leadership.
It’s culture.

Matt’s story started in kitchens at 15 and nearly ended in a mental health crisis while working in his "dream job" in 2019. His burnout wasn’t caused by personal problems—it was triggered by an industry that can, at times, glorify suffering in the name of “passion.”

Passion or Burnout?

We wear overwork like a badge of honour in hospitality.
But what if it’s killing the very passion we claim to celebrate?

“We throw ourselves into this industry—sometimes to the point of harm.”
– Matt Cameron

And let’s be honest: if your team looks drained, morale’s low, or turnover’s high, that’s not “just how it is.” That’s a leadership issue.

Is Gen Z Really the Problem?

According to a UK survey by Indeed, 90% of Gen Z jobseekers have ghosted an employer—sometimes on day one. But instead of blaming them, Matt urges us to look inward.

Why do they ghost?
Because the job doesn't live up to the brand.
Because the onboarding was cold and transactional.
Because they don’t feel seen or heard.

💡 Work is now tied to identity.

Deloitte research shows work is the second biggest influence on identity for Gen Z and millennials.

💡 Progress matters more than pay.
A Harvard study found that the number one driver of job satisfaction is not salary—it’s daily progress toward a meaningful goal.

So if your team aren’t learning, developing or growing—they’re checking out, no matter the perks.

“Am I the Problem?”

If you’re in leadership, Matt suggests asking yourself:

• Do I promote people based on time served, not leadership ability?

• Do I know what actually motivates each team member?

• Am I repeating bad patterns from when I started out?

It’s easy to blame “a different generation” for being “soft.” But maybe they’re just not willing to tolerate what older generations were forced to endure.

Leadership Excuses We Hear Too Often:

🧍‍♂️ Ego – Saying you empower your team, but never giving up control.
🕰 Nostalgia – Expecting others to “tough it out” because you had to.
⏳ Blame – Mistaking disengagement for laziness, when it’s actually a response to bad management.

What Can Employers Do Differently?

Matt offers some straight-talking solutions for any hospitality business serious about doing better:

✅ Start the journey early
First impressions start before day one. What story is your brand telling?

✅ Make progress visible
Show your team how they’re growing—daily. Career paths, feedback loops, new responsibilities.

✅ Tailor your leadership
There’s no single approach. Meet people where they are.

✅ Audit your culture
Bring in external help to get an honest view of what’s working (and what’s not).

Final Word

If we want people to stay, thrive, and lead in hospitality—we need to stop asking “How do we retain staff?” and start asking:

What kind of workplace are we asking them to stay in?

As Matt puts it:

“People are your greatest asset—but only if you understand what drives them.”

🎧 Listen to the Episode

▶️ Now streaming on Spotify, Apple Podcasts, and YouTube
🔗 www.talkinghospitality.com/podcast

References & Resources

• TMC People Agency – Matt Cameron

• Harvard Business Review – The Power of Small Wins

• Deloitte Global 2023 Gen Z and Millennial Survey

• Indeed UK – Gen Z Ghosting Stats