“…For example, mask-wearing, social distancing, limits on gathering and temporary business closures were required in many destinations, forcing hotels to redesign the customer experience and its delivery, often costly and labor-intensive, transforming hotel employees from frontline workers to essential employees (Rivera, 2020). Before COVID-19, hotel employees were already facing persistent labor shortages, low pay, long working hours, shift work, difficult customers and limited opportunities for career advancement contributing to a stressful working environment (Kubickova & Neal, 2020). Again, during COVID-19, they were dealing with potential health and safety risks while being expected to instill trust and confidence in their customers (Rivera, 2020;Stergious & Farmaki, 2021).…”