KAMPALA, March 5, 2025 – Uganda’s hospitality industry may be thriving, but for the workers who keep it running, the reality is far from glamorous. A recent Decent Work Assessment by the Economic Policy Research Centre (EPRC), funded by Enabel Uganda, has exposed the tough conditions many employees in hotels, restaurants, and lodges face daily. Despite the sector’s rapid growth and rising demand for hospitality services, workers are still trapped in a cycle of low wages, exhausting hours, and little to no legal protection. While tourists and guests enjoy top-tier service, the people behind the scenes struggle to make ends meet, raising urgent questions about fairness and sustainability in the industry.
One of the most concerning findings in the report is the widespread issue of low wages. Hospitality workers earn, on average, only 31 percent of a living wage, making it nearly impossible for them to meet basic needs such as food, housing, and transportation. The situation is even worse for women, who earn just 27 percent of a living wage compared to men’s 42 percent. Many female workers are concentrated in lower-paying positions, such as housekeeping and waitressing, while men dominate supervisory and managerial roles. With little opportunity for salary growth or career advancement, many workers feel trapped in jobs that offer them no financial security.
The lack of employment contracts further exacerbates job insecurity. “A significant number of hospitality workers have no formal written agreements with their employers, leaving them vulnerable to unfair dismissals, sudden terminations, and unclear terms of employment,” the research found. This insecurity is particularly evident among lower-level staff, such as cleaners and casual workers, who often work without clear protections. Without contracts, employees have no legal recourse if they are fired without notice or denied benefits.
According to the research, social protection in the sector is almost nonexistent. Health insurance and pension benefits are rare, and most workers are forced to cover their medical expenses out of pocket. In cases of illness, many employees either continue working despite their condition or risk losing a portion of their wages due to unpaid sick leave policies. The absence of structured retirement plans means that workers have little to no financial security once they leave the workforce.
Beyond financial instability, hospitality workers face excessive working hours, with shifts often exceeding 12 to 14 hours a day. Peak tourism seasons bring even longer shifts, with employees working late into the night, through weekends, and on public holidays. The lack of rest and personal time takes a toll on their physical and mental well-being, especially for single parents who struggle to balance work with family responsibilities. The heavy workload and unpredictable schedules create significant stress and burnout, with little to no regard for work-life balance.
Workplace harassment and mistreatment also remain major concerns, the research notes. Women face a high risk of sexual harassment from both customers and colleagues. While some employers act against such behavior, many instances go unaddressed, creating an unsafe working environment. Verbal abuse is another widespread issue, with some employees reporting mistreatment from supervisors who use intimidation and threats to maintain control. Many workers are hesitant to report abuse due to fear of retaliation or job loss.
The absence of strong worker representation and trade unions has left hospitality employees with limited power to negotiate better conditions. Many workers are afraid to speak out about mistreatment or unfair wages, fearing backlash from their employers. Without collective bargaining or effective worker councils, employees have little influence over their wages, working hours, or general workplace policies. The lack of grievance mechanisms further discourages workers from reporting exploitation, as many believe their complaints will not be taken seriously.
The hospitality sector also falls short in terms of occupational safety and health standards. Many workers do not receive adequate training on handling food safely, managing workplace hazards, or dealing with injuries. Access to protective equipment is inconsistent, particularly for kitchen and housekeeping staff, who face significant risks on the job. Even when employers provide meals and accommodation, workers often complain about poor living conditions and low-quality food, raising concerns about their overall well-being.
Despite these challenges, hospitality workers have proposed several solutions to improve their working conditions. They have called for higher wages, more transparent payment systems, and additional benefits such as paid leave and health insurance. Improved workplace safety, better training programs, and clearer career pathways would also help create more stable and fulfilling employment opportunities. Strengthening legal protections, ensuring that all workers have formal contracts, and enforcing labor laws would provide much-needed job security.
Policymakers and employers have a critical role to play in addressing these issues. Expanding social protection measures, enforcing fair wages, and reducing excessive working hours would significantly improve the lives of hospitality workers. Strengthening workplace inspections and promoting trade unions would help prevent exploitation and give employees a stronger voice in shaping industry policies. Addressing gender disparities and implementing anti-harassment policies would create a safer and more inclusive work environment for all.
The findings of the Decent Work Assessment highlight an urgent need for reforms in Uganda’s hospitality sector. While the industry provides vital employment opportunities, the current working conditions undermine the well-being and dignity of its workforce. Addressing these issues through policy interventions, employer commitments, and worker advocacy is essential to building a more equitable and sustainable hospitality industry. Ensuring that workers receive fair pay, job security, and safe working environments will not only improve their livelihoods but also contribute to the overall growth and reputation of Uganda’s tourism and hospitality sector.
