A QUALITATIVE STUDY ON ORGANIZATIONAL CHALLENGES CONTRIBUTING TO OCCUPATIONAL BURNOUT AMONG FRONTLINE HOTEL EMPLOYEES IN PUNJAB PROVINCE, PAKISTAN

Abstract

Frontline hotel employees in Pakistan faced very high burnout rates, leading to increased intentions to leave. The main factors contributing to emotional exhaustion and feelings of depolarization were linked to various managerial issues that foster a sense of non-accomplishment among employees. Using a qualitative research approach, the study collected subjective responses from employees working in Punjab's hospitality industry. The findings revealed five themes: excessive working conditions, a polarized organizational structure, and interpersonal conflicts with colleagues, and rude customer behavior. In conclusion, working conditions in Multan’s hospitality industry are less demanding than those in Lahore. The common challenges faced by hospitality in both areas were worsened by neglecting employees’ rights, prioritizing customer satisfaction, and undermining employees' financial interests. This led to conflicting relationships among employees, resulting in feelings of exclusion, non-acceptance, and mistrust. Implementing management strategies—such as rotating shifts, offering performance-based incentives, enforcing a zero-tolerance policy for insulting and harassing employees, and establishing a code of conduct to protect employee rights—can help reduce their burnout.