Burnout in the Hospitality Industry: The Case of a Restaurant Manager

Burnout in the Hospitality Industry: The Case of a Restaurant Manager

  • Case
  • Teaching Notes

This case study presents a scenario about Mark Moore, a supervisory level restaurant manager who has just earned a Master’s Degree in Hospitality Management. Mark is showing various levels of job burnout and must make decisions on what to do in order to mitigate these symptoms. Being an optimist, Mark believed that when he received his Master’s Degree, the hard work and skills learned would ensure him a more suitable position. Mark is finding it increasingly difficult to recover as the episodes of burnout are becoming more frequent. He considers himself amongst the ‘working wounded’ and he is beginning to loath going to his job even though the position is relatively easy, with many benefits, and a bearable work schedule. Since he is very good at hiding his feelings, he still excels in his job. However, under the surface, he knows that he needs a radical change. Considering his education, experience, and advanced job skills, Mark feels that job offers should be pouring in yet has not made it past the first interview for any of the positions he has applied for. The aims of this case study are to generate a discussion on Mark’s (and others in this situation) situation and to develop solutions to help the ‘working wounded’ who are also suffering from burnout.

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