The call-out culture: When absences speak louder than words
In the hospitality industry, a “call-out” occurs when an employee notifies their employer that they will not be coming to work for a shift or one to two days, often claiming illness but sometimes using the day for other personal reasons. These unscheduled absences disrupt scheduling, burden other staff and affect service quality, making call-outs a significant challenge for Puerto Rico’s hospitality industry.
The hospitality industry in Puerto Rico faces the increasing challenge of employee call-outs — unplanned absences that strain teams and jeopardize brand promises. This growing trend signals deeper issues threatening an industry once revered as a symbol of professionalism and economic vitality in the region.
In its golden age, hospitality was a cornerstone of Puerto Rico’s economy, standing alongside banking and pharmaceuticals in prestige and opportunity. Elite universities offered specialized hotel management programs, and unions such as Local 610 boasted strong membership and collective bargaining power to secure fair wages and dignity. Tourism thrived, and employees took pride in contributing to a lucrative and respected sector. High standards ensured strong employee commitment.
Today, that spark is fading. The industry confronts declining wages, rising turnover, and a call-out culture eroding service standards and efficiency. Hospitality wages have remained stagnant for more than 20 years, often trailing behind those in fast food or retail sectors that require less skill or responsibility. It’s no surprise commitment diminishes when financial incentives no longer justify the demands.
Government policy has significantly shaped this decline. During the era of Section 936, Puerto Rico attracted companies that fueled economic growth and indirectly supported a vibrant tourism sector with ample jobs and opportunities. The loss of this market remains unaddressed, leaving a gap tourism alone has struggled to fill. Reviving the golden years demands renewed government action — crafting policies to attract diverse businesses, create incentives for investment, and foster environments where hospitality can compete and grow.
The link between stagnant wages and disengagement is clear. When workers see little pay difference between hospitality and less demanding jobs, loyalty fades. In the hospitality industry, employees frequently job hop, motivated by even small pay increases — as little as 50 cents an hour — that can nonetheless be meaningful enough to prompt leaving one position for another. This turnover creates ongoing disruptions and challenges to building a stable, committed workforce.
Additionally, many skilled workers leave Puerto Rico for the mainland United States in search of higher wages and better career opportunities. Simultaneously, Puerto Rico loses market share in tourism to highly competitive destinations such as the Dominican Republic, which have invested heavily in expanding their hospitality industries and cultivating strong talent pools.
Who’s responsible for this decline? It’s complex — a combination of failed government policies, destination marketing organizations falling short, stagnant wages and union contracts that don’t meet current workforce needs.
Call-outs ripple through daily operations, causing overwork for present staff, inconsistent guest experiences and erosion of brand integrity. Rebuilding committed teams demands more than penalizing absences; it requires reimagining work environments, incentives and career growth.
Some attribute the call-out culture to generational shifts — today’s workers prioritize flexibility and work-life balance. But these preferences arise from economic realities; when wages and benefits are lacking, workers balance priorities pragmatically.
Financial and social challenges have long shaped Puerto Rico’s landscape, including during the early 1990s. Back then, hospitality retained vibrancy and professionalism despite hardships. Today’s issues suggest not just economic woes but a failure to evolve with labor market dynamics.
The path forward requires collaborative and multifaceted effort. Employers must begin by ensuring fair and competitive wages that reflect the demanding nature of hospitality work, moving beyond stagnant pay structures to attract and retain talent. Transparent career development pathways are essential — employees need to see clear opportunities for advancement, skills training and professional growth within their organizations. Investing in ongoing employee education and upskilling can increase job satisfaction, improve service quality and reduce turnover.
Fostering a culture of respect and recognition is equally vital. Hospitality workers should feel valued not just in pay but in respect for their professionalism and contributions. Practices such as regular feedback, employee wellness programs, and recognition of service excellence can rebuild pride and commitment. Labor unions also have a crucial role in modernizing contracts and negotiating benefits that respond to today’s workforce realities, including flexible scheduling, health care access and training support.
Simultaneously, government and industry bodies must step up through policies that support workforce development, such as subsidies for hospitality training programs, tax incentives for businesses investing in employee development and infrastructure investments that enhance tourism appeal. Destination marketing organizations need renewed strategies to promote Puerto Rico not only as a tourist destination but also as a great place to build a career in hospitality.
Together, these efforts can restore hospitality as a respected, sustainable industry in Puerto Rico, addressing call-outs as symptoms of deeper systemic challenges rather than isolated issues.
Stakeholders must see call-out culture as a symptom, not the root cause. Puerto Rico’s hospitality sector can and must rise again, offering meaningful, dignified careers and securing its vital role in the island’s prosperity.
Antonio Santos is a hospitality, service and tourism professional with more than 30 years of industry experience. In 2024, he ran for the Puerto Rico House of Representatives, representing District 1 in San Juan under the Proyecto Dignidad party. A supporter of entrepreneurship and small government, Santos promotes economic development based on independence, efficiency and sustainable growth.
