This report explores the experiences of low-paid workers in Scotland’s hospitality sector, looking to understand the structural challenges and personal experiences in their employment. Conducted over three waves of longitudinal interviews from 2022 to 2024, the Serving the Project has captured the evolving realities of a group of hospitality workers’ lives within the context of rising living costs, job insecurity, and broader societal changes such as Brexit and COVID-19.
The report identified factors that distinguish positive from negative experiences in the hospitality workplace and the challenges of sustaining employment in the sector over time:
- Positive experiences often stemmed from supportive management, fair scheduling of shifts, and access to training and career progression.
- Conversely, unpredictable hours, and poor management practices drove dissatisfaction and prompted some workers to leave the sector entirely.
- Workers also highlighted high turnover, a lack of progression opportunities, and physically and
emotionally demanding work as challenges related to sustaining employment in the hospitality sector.
Almost half of participants remaining in the final interview wave had left the industry, with several more reducing their hours. Those who remained cited factors such as personal fulfilment or strong social connections at work as reasons for staying in the sector.
Whilst workers in the research had differing circumstances, most reported that they had been impacted by the cost-of-living crisis to varying degrees. Around half of the participants were struggling financially; for example, they reported being in debt or relying on family and friends for support. Not being able to save or saving less in comparison to before the cost-of-living crisis was a common experience amongst the participants.
To tackle in-work poverty, findings from this research highlight the importance of considering drivers outside of employment. For example, high costs of childcare and private rent were reported as key challenges by some of the participants in the research.Participants provided valuable suggestions for improving the sector, such as better regulation of working conditions, increased transparency in pay practices, and greater access to affordable childcare.
This report highlights the need for targeted actions by policymakers to tackle the root causes of in-work poverty and for employers to improve job quality in the hospitality sector. Taking decisive steps to address these underlying issues will provide stronger support for the hospitality workforce, paving the way for a more sustainable and equitable industry.
Authors
Chirsty is a Knowledge Exchange Associate at the Fraser of Allander Institute where she primarily works on projects related to employment and inequality.
Laura Robertson
Research Manager, Poverty Alliance
Brodie is a Knowledge Exchange Associate at the Fraser of Allander Institute.
Fiona McHardy
Fiona McHardy is Research and Information manager and is responsible for the overall management and delivery of all research programmes at The Poverty Alliance.
Anna Hirvonen
Anna is a Learning and Engagement Officer at the Poverty Alliance. She is part of the Serving the Future research team.