When you think of wellness, a chocolate Labrador roaming the back office of a luxury hotel might not come to mind. But for Mr Clark Fang, Director of Operations at Grand Hyatt Taipei, it’s a welcome sight. “He helps us feel less stressed,” Clark says, referring to the emotional support dog set to visit the hotel next month. “We love him.”

The Labrador is part of a new wellness initiative launched to support staff who have endured long hours and high stress since COVID-19 hit Taipei’s tourism sector. With employees stretched thin and working 10-hour days without breaks, Clark and his team knew something had to change.

Their response: massages, movie nights, and a visiting emotional-support dog. “If our employees aren’t happy, our guests won’t be happy either,” Clark says.

The move reflects a wider shift in the hospitality industry, where employers are recognising the link between staff well-being and business performance. A recent study found that wellness programmes reduce absenteeism and turnover, boost job satisfaction, and can raise productivity by more than 5% — the equivalent of gaining an extra day of work per employee each month.

It also improves the guest experience. “When employees believe they work for a good employer, it spills over into how they treat customers,” says Mr Denise Rousseau, a professor at Carnegie Mellon University. “They’re more engaged and more likely to go the extra mile.”

At Grand Hyatt Taipei, wellness starts with small gestures and a wagging tail.