Violence, Aggression and Harassment: Preparing Hospitality Teams for Difficult Guest and Public Interactions

A recognised sector issue

The ILO maintains resources specifically addressing violence and stress at work in hotels, catering and tourism. Its work examines conditions that can contribute to violence and stress, vulnerable workers and prevention and management strategies.

Prevention starts before the incident

Properties can identify exposed roles and situations, define how staff summon support, decide when security becomes involved and train employees on appropriate boundaries. Controls should reflect the property's risk assessment and local law.

Employees need clear escalation

A policy is weak if employees believe they must tolerate threatening behaviour because the guest is always right. Management should make escalation routes clear and ensure staff know when they can disengage or seek assistance.

Capture and learn

Consistent incident records can help management understand patterns by location, time, type of interaction, response and outcome. Post-incident review should consider employee welfare and whether controls need to change.

CaribSafe connection

CaribSafe can support SOS, incident reporting, safety communications and operational evidence. Those tools sit behind the human system: trained staff, clear policies, security response and management support.

Practical takeaway

Violence, aggression and harassment are recognised hospitality workplace issues. Properties should consider prevention, escalation, incident reporting and post-incident support. Technology can support those controls but cannot replace policy, training or response.

Last reviewed: 29 August 2026