Thriving at work in hospitality

Thriving at work in hospitality: A LEGO® SERIOUS PLAY®-elicited study.

Research summary

The "Thriving at Work" project delves into the concept of thriving within the hospitality sector, an industry marked by high-contact interactions, emotional labour, and rapidly evolving demands. Despite increasing interest in thriving at work, there remains limited understanding of the factors that enable or hinder this state in hospitality roles. Employing an innovative LEGO® SERIOUS PLAY® methodology, the study gathers insights from frontline employees and managers in hospitality, capturing their lived experiences. This research highlights not only how organisations can develop more effective human resource strategies but also how individual employees can foster personal growth, well-being, and resilience in their roles. The findings aim to benefit both organisational frameworks and individual career trajectories, offering actionable solutions for creating thriving workplace environments that support both people and performance.

Research impact

This research prioritises enhancing employee health and well-being in the hospitality sector, recognising the challenges of high-contact roles and demanding work environments. Thriving employees experience reduced stress, improved mental health, and greater resilience, contributing to long-term personal and professional growth. By identifying the enablers and barriers to thriving, this study provides actionable strategies to empower employees to foster vitality, sustain learning, and achieve meaningful development. As a consequence of a healthier, more engaged workforce, organisations are likely to benefit from improved employee retention, reduced burnout, and higher-quality service delivery. These outcomes not only enhance individual experiences but also create workplace environments where both employees and organisations can thrive together.

Research team

Torrens University Australia

  • Anita Manfreda, PhD – Principal Investigator, Senior Learning Facilitator
  • Amanda Ting, PhD – Co-Investigator, Senior Learning Facilitator

Queen’s University Belfast

  • Anastasia Kulichyova, PhD – Co-Investigator, Lecturer

Research question

How do hospitality employees and managers experience thriving at work, and what are the enablers and barriers within this context?

Research aims

  • Explore the experiences and definitions of thriving at work in hospitality.
  • Identify the enablers and barriers to thriving in hospitality workplaces.
  • Develop actionable solutions to cultivate thriving workplace environments in hospitality.

Research approach

This qualitative study utilises LEGO® SERIOUS PLAY®-elicited focus groups, engaging participants from Ovolo Hotels across Australia. Sessions involve building, sharing, and reflecting on personal and shared models to elicit insights into thriving. The method emphasises creativity and participant-driven solutions.

Industry engagement

Ovolo Hotels

  • Nicole Downs, Group Director of People and Performance
  • Amanda Cottome, Group Director of Brand Experience and Sustainability

Ethics approval

The ethical aspects of this research project have been approved by the Human Research Ethics Committee (HREC) of Torrens University Australia, reference number 0332.

Academic publications

  • Ting, A., Manfreda, A., & Kulichyova, A. (2024, February). Conceptualising thriving at work in hospitality: A LEGO® SERIOUS PLAY®-elicited study. In 34th Council of the Australasian Tourism and Hospitality Education Annual Conference 2024 (p. 300). Council for Australasian Tourism and Hospitality Education (CAUTHE).
  • Manfreda, A., Kulichyova, A., & Ting, A. (2024, November). Stacking the bricks of Thriving: A LEGO® SERIOUS PLAY® investigation of thriving at work in hospitality. Building Bridges and Overcoming Challenges: Proceedings of the EuroCHRIE conference 2024 4-7 November, in Doha, Qatar. Ninov, I., Dutt, C. S. & Abdallah, A. (eds.). p. 261. More publications will be coming soon.
  • Manfreda, A., Kulichyova, A., & Ting, A. (2025). “Thriving at Work” in Tourism and Hospitality: An integrative Systematic Literature Review and Research Agenda. Cornell Hospitality Quarterly, 0(0). https://doi.org/10.1177/19389655251318535