If you’ve spent any time on TikTok, you’ve probably seen it: the “Gen Z stare.” It’s a blank, disengaged look—employees standing behind a counter or sitting at a desk, expressionless, scrolling through their phones, waiting for their shift to end. To many managers, it’s a symbol of a generation that’s hard to motivate. But from my perspective as president of a $1 billion software unicorn, the Gen Z stare is not a generational flaw. It’s a symptom of unhealthy workplaces.
And here’s the good news: in environments where culture, leadership, and technology come together to empower people, the Gen Z stare disappears completely. For industries like hospitality, where high turnover and low engagement are chronic problems, this is a wake-up call.
The Gen Z Stare Isn’t About Laziness—It’s About Disconnection
Hospitality leaders often interpret disengagement as a work ethic issue. But Gen Z, more than any generation before it, craves meaning, growth, and fairness at work. When they don’t find it, they withdraw. The “stare” is simply the visible manifestation of deeper issues:
Poor scheduling practices that leave employees exhausted or struggling to balance their lives.
Lack of recognition that makes workers feel invisible.
Limited upward mobility, which tells them their role is just a stopgap job rather than a career stepping stone.
Old systems and tools that create unnecessary stress instead of enabling productivity.
In other words, disengagement is rarely about the worker—it’s about the environment.
What We’ve Learned From Building a Healthy Workplace
At our company, we’ve grown from a small startup into a global unicorn serving thousands of businesses. Along the way, we’ve learned that a healthy workplace is not a perk—it’s a performance driver. When people are supported, they don’t just work harder, they work smarter. They show up with energy, pride, and creativity.
And when Gen Z employees feel that? The stare disappears. Instead, you see eye contact, collaboration, and curiosity. You see younger employees mentoring each other. You see them asking for more responsibility, not less.
That shift doesn’t happen by accident—it happens because of intentional choices in leadership and operations.
Lessons Hospitality Can Learn From Tech
The hospitality industry is uniquely vulnerable to disengagement. Hotels, restaurants, and travel services rely heavily on shift-based workers who face unpredictable schedules, demanding customers, and little control over their roles. This is exactly where the Gen Z stare thrives. But it doesn’t have to.
Here are three lessons hospitality leaders can borrow from high-growth tech cultures:
1. Prioritize Transparency and Communication
Gen Z values open communication. In healthy workplaces, employees know why decisions are made, how schedules are created, and where the business is headed. Digital platforms that enable real-time updates, feedback loops, and collaborative scheduling can create that sense of fairness.
2. Invest in Growth, Not Just Training
Instead of treating jobs as transactional, hospitality leaders can build clear pathways for development. Whether it’s leadership training, skill-building workshops, or mentorship, showing employees they have a future in the industry builds loyalty.
3. Use Technology to Empower, Not Monitor
Too many systems in hospitality are designed to track compliance, not enable performance. Gen Z thrives when technology makes their lives easier—like scheduling apps, mobile-first communication, and AI-driven tools that reduce repetitive tasks. The goal is to free employees from stress, not add to it.
Engagement Is the New Currency of Hospitality
Customer experience is everything in hospitality. Guests remember the smile at check-in, the friendliness of wait staff, or the willingness of a concierge to go the extra mile. But here’s the truth: you can’t deliver an exceptional guest experience with disengaged employees.
Healthy workplaces directly translate into healthier businesses. Employees who feel valued give more energy to customers. Teams that trust leadership collaborate better under pressure. And in an industry where reviews, loyalty, and reputation drive revenue, engaged employees are the ultimate competitive advantage.
A Wake-Up Call for Leaders
The disappearance of the Gen Z stare in healthy workplaces is proof that culture matters. It’s not about asking workers to toughen up—it’s about leaders stepping up. For hospitality, this means rethinking outdated practices, embracing modern technology, and putting employee well-being at the center of operations.
Gen Z is not the problem. They’re the signal. If you see disengagement in your workforce, don’t blame the generation—blame the system. Then fix it.
Because when you do, the blank stares are replaced with something far more powerful: motivated, loyal employees who create unforgettable experiences for your guests.
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