Protecting Your Hospitality Business From Workplace Violence

workplace violence toxic culture
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Direct contact with the public is a necessary component of work in the hospitality industry, exposing your employees to various risk exposures.

Although it is crucial to take steps to protect your employees from hostile customers and intruders, it is important to remember that many incidents of workplace violence occur from within. When hostile workplace behavior goes unchecked, it can have wide-ranging impact. The consequences can be severe; from lost productivity, employee turnover, reputational damage, employee lawsuits and even workplace violence.

Recognizing the warning signs of workplace violence and taking action is essential. It’s important that the focus is not just on individual illegal behaviors, but more broadly, the toxic workplace cultures that create unproductive, disheartened workforces. When unaddressed, toxic cultures and workplace behaviors like bullying, harassment and discrimination can escalate toward violence.

Classifying Violence

Workplace violence can be defined as violent acts directed towards a person at work or on duty. These acts are classified into four types of situations:

  • Criminal – the perpetrator has no legitimate relationship to the business or its employees and generally commits a crime in conjunction with the violence (shoplifting, robbery, trespassing).
  • Customer or Client – the perpetrator has a legitimate relationship with the business and becomes violent while being served by the business (clients, customers).
  • Co-worker – the perpetrator is a current or past employee, or is a contractor who works as a temporary employee of the business.
  • Domestic Violence – the perpetrator has no legitimate relationship with the business but has a personal relationship with a victim, and threatens or assaults him or her at the workplace (family member, boyfriend, girlfriend).

There are actions that you can take to protect your employees and mitigate the risk of workplace violence. Evaluate the workplace and identify both physical and administrative adjustments that you can make proactively.

  • Simplot Frozen Avocado
  • DAVO Sales Tax
  • Red Gold Sacramento
  • Texas Pete
  • McKee Foodservice
  • AyrKing Mixstir
  • Day & Nite
  • Inline Plastics Safe-T-Chef
  • BelGioioso Burrata
  • Imperial Dade
  • Atosa USA
  • RATIONAL USA
  • T&S Brass Eversteel Pre-Rinse Units
  • RAK Porcelain

Designing a Safe Environment

  • Protect your employees using cash-handling policies such as locked drop safes, limited amounts of cash to carry, and notices to visitors or clients that limited cash is available.
  • Explore the use of cashless transactions, and if feasible, install them.
  • Install bullet-resistant barriers or enclosures with appropriately high and deep counters where interaction with the public is necessary.
  • Provide and maintain good lighting, both internally and externally.
  • A disorganized evacuation can result in confusion, injury, and property damage. Have all exits clearly marked in the event of an emergency.
  • Limit the number of unlocked entrances and hiding places in and around the perimeter of the workplace.
  • Design buildings and parking areas so that they do not have hiding places.
  • Place garbage areas, outdoor refrigeration areas and other storage facilities in a way that does not unnecessarily expose employees by forcing them to walk distances alone or in poorly lit areas.

Other Administrative Actions

  • Institute policies and procedures that indicate a zero tolerance of workplace violence and provide direction for reporting and handling incidents.
  • Provide training in defusing or de-escalating potentially violent situations, and inform employees of the risks of workplace violence.
  • When possible, increase the number of staff on duty at opening and closing hours.
  • Review work practices and staffing during money drops and pickups.
  • Consider the risk of assault when directing workers to take out garbage, dispose of grease, store items in external areas and transport money.
  • Establish procedures for obtaining medical care and psychological support after a violent incident.
  • Create a crisis response plan that describes procedures to follow in the event of an emergency, which should include evacuation routes and exits or building lockdown procedures depending on the situation, and have the plan posted for all staff and patrons to access.
  • Establish an Employee Assistance Program (EAP) with trained counselors who are able to address workplace stress and violence issues. As a confidential service to employees, the EAP provider will assess whether a situation needs to be brought to management and can intervene in employee conflicts.

In addition to impacting the well-being of your employees, workplace violence can also disrupt normal business functions, potentially leading to business interruption, workers’ compensation claims and employee litigation. Speak to your insurance broker to help protect your financial impacts of these consequences with the appropriate coverages for your organization.

Complimentary On-Demand Webinar:

Click HERE to view HUB’s recorded webinar, “Toxic Culture and Workplace Violence – How to Protect Your Employees”, for more information.

  • Imperial Dade
  • BelGioioso Burrata
  • Atosa USA
  • Texas Pete
  • Inline Plastics Safe-T-Chef
  • DAVO Sales Tax
  • Red Gold Sacramento
  • RAK Porcelain
  • AyrKing Mixstir
  • Simplot Frozen Avocado
  • RATIONAL USA
  • McKee Foodservice
  • Day & Nite
  • T&S Brass Eversteel Pre-Rinse Units
Robert Fiorito
Robert Fiorito serves as Vice President with HUB International Northeast, a leading global insurance brokerage, where he specializes in providing insurance services to the restaurant industry. As a 25-year veteran and former restaurateur himself, Bob has worked with a wide array of restaurant and food service businesses, ranging from fast-food chains to upscale, “white tablecloth" dining establishments. Robert can be reached at 212-338-2324 or by email at robert.fiorito@hubinternational.com. For more information on HUB, please visit Hub International.