Guest Blog: Challenges and opportunities for low-paid and insecure hospitality workers

The Poverty Alliance has been working with others in the Serving the Future project. Last week, we were pleased to launch an exciting new toolkit, aimed at helping reduce low-pay and business insecurity in Scotland's hospitality industry. In this special guest blog, we hear first-hand from a hospitality worker who gave their time to our researchers. They wished to remain anonymous. We are very grateful to them.

The hospitality sector is a key industry in Scotland, employing thousands across restaurants, hotels, cafes, and bars.

Despite its economic importance, many workers,
particularly refugees, migrants, and those new to the country, face challenging and unfair conditions, often due to a lack of awareness of their rights. These workers are vulnerable to exploitation, including unfair wages, denial of benefits, and poor working conditions.

With low pay, long hours, burnout, and financial insecurity, many struggle to make ends meet. Additionally, the widespread use of zero-hour contracts creates job instability, while a lack of access to essential benefits, such as sick leave, parental leave, or pensions, leaves workers exposed when they need support the most.

My Personal Experience
During my time working in the hospitality industry in Edinburgh, I personally faced many of the challenges that others in similar positions experience. As a refugee new to Scotland, I was unfamiliar with my rights as a worker, and my employer took advantage of this lack of
knowledge.

I was required to work 12- to 13-hour shifts without proper breaks, and I wasn't informed about my entitlements to a pension, sick pay, or holiday pay. Because I needed the money, I felt I had no choice but to accept these unfair conditions. Later, I learned that many other hospitality workers, especially migrants and refugees, face similar exploitation.

After two years, when I left the job, I approached the owner about my pension. They lied to me, telling me I needed to contact the pension provider directly. I called them, only to be told they had no record of me. When I emailed them again, they stopped responding. I sought legal advice, but nothing came of it. I also reported the issue to the pension regulator, but again, nothing happened.

As a result, I lost two years of pension contributions, simply because there was no one to support me or guide me on how to fight for my rights.

This experience underscored the urgent need for better enforcement of workers' rights and stronger protections for those in vulnerable situations.

Opportunities for improvement
The Scottish Government should strengthen oversight and enforcement of labour laws through regular inspections and penalties for businesses that violate workers' rights.

Workers should also receive better education and support, with clear, accessible information about their rights and training on employment laws.

Employers must provide mandatory access to mental health support, stress management, and well-being programmes to enhance workers' health and job stability.

Fair pay and paid leave, including sick leave, holiday pay, and maternity/paternity leave, should be enforced to ensure that no worker has to sacrifice their health for income. Additionally, regulating working hours and breaks is essential to prevent burnout and improve job satisfaction.

Conclusion
The hospitality sector in Scotland faces significant challenges such as low pay, job insecurity, and exploitation. Immediate action is needed from both the government and employers to enforce labour laws, educate workers, and ensure fair compensation and benefits. Creating a healthier, more stable work environment will benefit both workers and the economy.