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The glassware sparkles, the service is impeccable, the scent of cedarwood lingers. The world of gourmet dining means every meal is memorable – but those who deliver the service often struggle with significant emotional, physical, social and financial stress.

Seeking stability

Long hours, unpredictable shifts and demanding guests can leave customer-facing staff exhausted and emotionally drained, says Dr Sherona Rawat, a clinical psychologist, academic author and speaker. “The people whose job it is to make your evening special often work crazy hours and rely on generous tips to make a living. Add the financial instability of seasonal work, and it’s not surprising many suffer burnout, sometimes turning to substances to ‘take the edge off ’.”

Everyone’s a critic

Lewis*, a sommelier at a prominent Stellenbosch wine estate, explains a time when pressures at home, combined with the high expectations of international guests, became unmanageable: “People think wine service is elegant, but it’s pressure,” he says. “You have wealthy tourists criticising your pronunciation of French varietals, managers hovering, and tips that depend on every small detail. Some nights, my hands shook so much I couldn’t pour a tasting properly. I’d go to the bathroom, splash water on my face and tell myself: ‘Hold it together, you need this job.’ I wasn’t sleeping. I wasn’t socialising. I wasn’t exercising. I eventually had to take medication for anxiety and burnout.”

The real toll

One of the reasons behind mental ill health in the service industry is what experts term “emotional labour”. “Front- of-house staff are expected to keep their emotions in check, often hiding their own problems when dealing with stress at work,” says Dr Rawat. “Over time this ‘constant mask’ begins to fray, leading to anxiety, depression, or worse.”

To read the full article, grab your copy of the 2026 Eat Out Magazine at Woolies or online!