Are You Listening to the Complaints? Noise Monitoring in the Hospitality Industry

How a thorough monitoring program protects workers in hospitality and improves guest satisfaction.

• By Tim Turney
• Nov 19, 2024

Hospitality venues in the United States, such as hotels, restaurants and bars, are notoriously noisy environments, for both employees and guests. This can lead not only to reputational damage when the noise becomes too much, but it also can pose potential health risks. Discussions of noise complaints online are commonplace, and the National Sleep Foundation found that exposure to noise pollution during sleep can cause cardiovascular issues. There are numerous case studies of hospitality staff suffering from occupational noise induced hearing loss (NIHL) and a recent study by NIOSH found that hearing loss affected 17 percent of all service industry workers.

Regulations were brought into the United States in 1972 with The Noise Control Act which state that employers must control the level of noise exposure from almost all sources of noise. In the hospitality industry, this can include motor vehicles delivering goods, HVAC systems and appliances like blenders and coffee grinders. For front of house workers this can also mean loud music from music or other entertainment activities. The Occupational Safety and Health Administration (OSHA) sets limits to the level of noise that is acceptable in the workplace with local and state governments responsible for the enforcement. 

OSHA standards state that employers must implement a hearing conservation program when noise exposure is at or above 85 decibels(dB) averaged over 8 working hours, or an 8-hour time-weighted average (TWA). In many countries, for example the United Kingdom, workers in the entertainment industry are specifically part of workplace noise regulations.

What Can Employers Do?

The only way for employers to quantify the level of noise that workers are exposed to is through noise monitoring. Employers need to take on this responsibility to safeguard employee health and to improve experience of hospitality guests. 

Where noise cannot be lowered to suitable levels, controls should be implemented such as noise barriers or noise dampening materials. These can be introduced to loud areas such as kitchens and laundry rooms, where noise can often reach 85dB or higher. In bars with loud music exposure can also exceed this level and other protection could be required, even PPE in the form or hearing protection.

On a practical level, companies should use both a sound level meter and a noise dosimeter, which a staff member wears for their working shift to check noise levels. Sound level meters are designed to measure noise levels of an area, which employers can use to determine the exposure to guests in particularly noisy places. Dosimeters are more appropriate for measuring an individual’s exposure levels, meaning employers can ensure their employees are exposed to too much noise over a shift. The mobile nature of those in the hospitality and entertainment industry mean a noise dosimeter is often used to best measure an individual’s exposure.

Where an organisation lacks the necessary expertise to conduct a comprehensive noise assessment, it is always recommended to consult with external experts. 

Impacts of Noise

For employees, noise can cause serious health risks. Noise induced hearing loss is an incurable yet preventable health concern and in addition to this, excessive noise can induce higher levels of psychological stress, and cause strain on communication and concentration. This can even lead to an increase in accidents when employees are unable to hear warning signs such as fire alarms or the sound of falling objects. The most common cause of hearing loss with age is NIHL, which are also a major contributor to adverse health effects in older age such as an increased risk of falls, dementia and accidents.

For guests in hotels, noise exposure whilst sleeping can hold other issues. In a recent survey, nearly nine in ten people have reported being woken by a noise when staying in a hotel or motel. Sleep disruption through noise can cause stress, poor mood, cardiovascular issues as blood pressure rises, and decreased overall wellbeing.

From a business perspective, the impact of noise complaints on hotels can damage both reputation and a company’s bottom line. 86 percent of people are less likely to recommend a hotel if they had a bad noise-related experience. Equally, 82 percent of people are less likely to stay in a hotel if they see multiple bad reviews. Consistent monitoring will help to prevent overtly noisy situations, thus reducing complaints, improving reputation and reducing the risk of health issues.  

Noise Sources: Where Does It Come From?

Before conducting a noise assessment, employers must identify areas where noise levels are exceeding acceptable limits. For example, coffee grinders, clattering crockery and the combined atmospheric noise of a restaurant frequently exceed 85dB(A), especially combined with loud music in a front of house situation. Employees exposed to this over an eight-hour workday are at a significant risk of developing hearing loss and other physical injuries. 

If noise levels are exceeding 85dB(A) during the working day, employers should carry out baseline hearing tests when staff are employed and annually thereafter to establish if any hearing loss has occurred. This type of health surveillance informs employers of the effectiveness of their noise control efforts. 

Conclusion

Overall, employers in the hospitality sector stand to gain significant benefits when implementing a noise monitoring strategy, both financially and reputationally. More importantly, introducing regular noise monitoring significantly reduces the risk of employees and customers suffering from long-term, incurable hearing loss. 

Training staff in understanding the risks associated with high levels of noise exposure is essential and where an organization lacks the necessary competence, always consult with external experts.

This article originally appeared in the November/December 2024 issue of Occupational Health & Safety.