Marriott and Catalyst show how to center the well-being of frontline employees.
Over half (55 percent) of frontline employees are considering leaving their jobs, according to new Catalyst research. Facing a mental health crisis, they suffer from burnout, sleep problems, and lack of psychological safety, as our data from over 4,500 employees across sectors demonstrates.
But companies can encourage them to stay by creating a respectful and rewarding frontline work experience that centers their well-being.
At our recent webinar, How to Create a Respectful and Rewarding Frontline Experience – New Catalyst Data Shows How, Joy Ohm, Vice President, Knowledge Architect & Writer, moderated a conversation on how to create healthy workplaces where frontline employees can thrive with Judy Fennimore, Vice President, Benefits, Marriott International; Caitlin Kevins, Senior Director, Implementation Partner, Catalyst; and Em Rowney, Head of Product Management, Catalyst.
Spotlight: Marriott “Puts People First”
Marriott International has embedded associate well-being into its culture. Fennimore said, “Our culture is built on putting people first. It’s in our DNA. We’re constantly thinking about how best to help our associates [on the front line]. Following the pandemic, we reenergized TakeCare, our associate well-being program, and focused on providing associates with tools and resources to support their physical, mental, and financial well-being.”
She added, “Nearly 13,000 TakeCare champions volunteer to promote associate well-being in 139 countries around the globe. Central to the program are associate storytelling, manager resources, and improved access to care, including counselling at no cost during weekends and evenings so that our associates—regardless of schedule—can access it.”
“Leadership involvement is critical to the program’s success,” Fennimore noted. When the program was relaunched in 2023, the company’s CEO and President hosted engaging fireside chat with a number of leaders, who discussed the importance of destigmatizing conversations around mental health. “It was powerful to hear leaders share their personal stories, reinforcing our culture of well-being,” Fennimore said. When leaders demonstrate they care, it helps to build a workplace culture of trust.
Kevins added, “When leaders authentically communicate their personal and organizational reasons for getting involved and caring about an issue, it has a huge impact. It’s a powerful driver for engagement of others and commitment to actions when leaders model it first.”
Ensuring Men Access Mental Health Resources
Men often face societal pressures that lead them to dismiss or ignore their mental health needs. Catalyst research demonstrates that 94% of men experience masculine anxiety, defined as the distress men feel when they do not think they are living up to society’s rigid standards of masculinity. This pressure can make men less likely to seek out mental health resources.
Kevins explained, “Men experiencing high levels of masculine anxiety are five times less likely to interrupt exclusionary behaviors in the workplace. It impacts their health, how they show up in the workplace, and as gender partners.”
Workplaces perceived as fair have reduced masculine anxiety. “Managers play a pivotal role in setting the team culture. Organizations should involve people of all levels and genders in creating psychologically safe and fair environments so everyone can thrive,” Kevins said.
Other Key Takeaways From the Webinar
- Involve everyone when building a workplace that prioritizes well-being, regardless of position or gender. Start conversations with people you don’t normally interact with, especially those with different experiences. Every individual contributes to the workplace culture.
- Men play a pivotal role on the front line and across all areas. They can be an untapped resource for driving equity and implementing meaningful changes.
- Listen with humility and empathy to all voices, be open to learning and evolving personally, and find ways to benefit your teams.
- Well-being is more than just a benefit, tech platform, or program. It is essential first and foremost to build trust within your organization.
The Catalyst Solution: Resources to Create Inclusive Work Environments
Catalyst’s Men Advocating Real Change (MARC) program invites employees of all genders and levels to co-create an equitable workplace. “When male leaders show they are utilizing benefits offered, or taking time off,” said Kevins, “it tells others that it’s okay, helping to reduce the stigma.”
Other Catalyst resources that support frontline employees, their managers, and executives are Window to the Front Line, a digital toolkit for corporate leaders to enhance the frontline experience by improving physical wellbeing, scheduling, growth pathways, and empathic leadership; and Moments That Matter, which offers frontline managers printable cards featuring scenarios to bolster their readiness, confidence, and effectiveness in handling challenging situations with empathy.
The stakes are high with billions of dollars lost to vacancies, and the message to companies could not be more clear: It is essential to care for all your employees, starting with those on the front line.
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