A group of eight adults walking into a small Healesville café shouldn't have been cause for alarm. But when they were told there simply wasn't room for their party and became aggressive toward a teenage waiter, owner Ben Arnold knew he had to speak up.
The incident at My Little Kitchen might sound like an isolated case, but research shows it's part of a disturbing pattern–more than 60 per cent of Australian hospitality workers experience harassment, bullying, or abuse, often from the very customers they're trying to serve.
In this Article
The tip of the iceberg
Ben Arnold opened My Little Kitchen on Healesville's busy Maroondah Highway with a simple vision–to create 'something a little more urban' in the heart of wine country, where talented chefs could put a modern spin on traditional dishes. What he didn't expect was to become a defender of teenage workers against entitled customers.
'No means no! It's that bloody simple,' Arnold wrote on social media after the group made his young staff member cry. 'If you think it's okay to make a teen cry while at work you can kindly f*** off from my venue.'
'The future of hospitality is standing in front of you - the people who will operate the venues you will want to go to in 10 or 20 years time'
His frustration is understandable. In Australia's hospitality sector, two-thirds of workers are under 35, with 47 per cent aged just 15-24 - many in their very first jobs, learning customer service skills that will serve them throughout their careers.
A national crisis
Recent research by the University of Queensland surveyed nearly 400 hospitality employees and found 'deep cultural issues in the hospitality industry, with poor behaviours and practices that have become normalised and systemic'.
The findings are sobering: United Workers Union research discovered 86 per cent of hospitality workers surveyed had experienced sexual harassment at work, while the UQ study found customers were the main perpetrators of harassment, though 42 per cent said abuse also came from managers or supervisors.
The hidden cost of harassment
Workplace sexual harassment costs the Australian economy around $3.8 billion annually, according to a 2018 Deloitte report. But the human cost to young workers starting their careers is immeasurable.
Why young workers are vulnerable
Young, casually employed workers face higher risks of harassment and mistreatment, according to SafeWork NSW. Compared to adults, child workers experience high rates of workplace injuries, bullying and sexual harassment, wage theft and unpredictable hours.
For many teenagers, their first job in hospitality shapes their entire attitude toward work. When customers treat them poorly, it doesn't just ruin their day - it can damage their confidence and career prospects for years to come.
Tourism pressure in places like Healesville
Ben Arnold's café sits in a particularly challenging environment. Healesville, population 7,500, attracts more than six million domestic and international visitors annually to its wineries, Healesville Sanctuary, and scenic Yarra Valley location.
Small venues like the historic Healesville Hotel have long been 'warm and inviting gathering places for locals and tourists alike', but the sheer volume of visitors can create pressure on limited seating and stressed staff.
'Understand that you are not entitled to a seat in any venue,' Arnold pointed out. For small family businesses, turning away large groups isn't personal–it's mathematics.
What's being done
Recent changes to NSW workplace laws mean employers must take reasonable steps to prevent sexual harassment, including harassment by customers. The duty came into effect in October 2024, with more states expected to follow.
University of Queensland's Dr Richard Robinson, who conducted the hospitality harassment study, hopes his findings give workers 'a much-needed voice' and that 'the general public should be aware that the people serving them in restaurants, cafes, hotels and clubs are often under immense strain–and we should cut them some slack'.
How to be a better hospitality customer
- Make reservations when possible, especially for large groups
- Accept 'no' graciously when venues are full
- Treat all staff with respect, especially young workers
- Remember these are often teenagers in their first jobs
- Speak up if you witness other customers being abusive
The generational impact
For readers with grandchildren working in cafés, restaurants, or pubs, this issue hits close to home. These young workers are gaining valuable skills in customer service, time management, and workplace responsibility. When customers treat them poorly, it undermines not just their immediate wellbeing but their long-term career development.
'The future of hospitality is standing in front of you,' Arnold reminded his social media followers. 'If you burn them now our industry is over.'
Many of the customers supporting Arnold's stance understood this connection. 'The stories I hear about the way some entitled people treat young staff - kids who are actually out there having a go and contributing to their community - are absolutely disgraceful,' one commenter wrote.
A community responsibility
The response to Arnold's post suggests many Australians recognise this as a community issue. Local customers noted that small cafés 'are not big banks, not big corporations' and suggested difficult customers should 'take their packed lunch' elsewhere.
With hospitality having the highest casualisation rate of any Australian industry at 79 per cent, many workers have little job security to begin with. Poor treatment from customers can be the final straw that drives them away from the industry entirely.
Moving forward
Recent legal changes and growing awareness suggest the tide may be turning. However, real change requires customers to recognise their role in creating positive workplace cultures.
For senior Australians who remember when 'the customer is always right' was gospel, it's worth reconsidering that philosophy. Today's approach recognises that respect should flow both ways across the counter.
Did you know?
Did you know?
Small business owners like Ben Arnold shouldn't have to choose between defending their staff and keeping customers happy. When we treat young hospitality workers with the respect they deserve, everyone wins - customers get better service, workers gain confidence, and our communities become more supportive places to live and work.
What This Means For You
Small business owners like Ben Arnold shouldn't have to choose between defending their staff and keeping customers happy. When we treat young hospitality workers with the respect they deserve, everyone wins - customers get better service, workers gain confidence, and our communities become more supportive places to live and work.
Have you witnessed poor customer behaviour toward young hospitality workers? What do you think can be done to create more respectful dining experiences for everyone?
Original Article
https://www.dailymail.co.uk/news/ar...tml?ns_mchannel=rss&ns_campaign=1490&ito=1490
QUT - Australia's child workers are vulnerable to injury, harassment and exploitation
Cited text:
Excerpt: The incident at My Little Kitchen might sound like an isolated case, but research shows it's part of a disturbing pattern - more than 60 per cent of Australian hospitality workers experience harassment, bullying, or abuse
https://www.qut.edu.au/news/realfocus/australias-vulnerable-child-workers
Are There Enough Young Workers in Australia to Fuel Hospitality Recovery? - Indeed Hiring Lab Australia
Cited text: Last year’s lockdown wasn’t much better, with almost 13 per cent of jobs disappearing.
Excerpt: The incident at My Little Kitchen might sound like an isolated case, but research shows it's part of a disturbing pattern - more than 60 per cent of Australian hospitality workers experience harassment, bullying, or abuse
https://www.hiringlab.org/au/blog/2022/04/21/hospitality-recovery/
My Little Kitchen - BeanScene
Cited text: “What we’ve tried to do since opening is create something a little more urban than what has generally been out here,” says owner Ben Arnold.
Excerpt: Ben Arnold opened My Little Kitchen on Healesville's busy Maroondah Highway with a simple vision - to create 'something a little more urban' in the heart of wine country, where talented chefs could put a modern spin on traditional dishes
https://www.beanscenemag.com.au/my-little-kitchen/
Cafe - My Little Kitchen
Cited text: MLK is Healesville's go to brunch and lunch destination located in the heart of The Yarra Valley. Our chef's have worked throughout the best of the be...
Excerpt: Ben Arnold opened My Little Kitchen on Healesville's busy Maroondah Highway with a simple vision - to create 'something a little more urban' in the heart of wine country, where talented chefs could put a modern spin on traditional dishes
https://mylittlekitchen.com.au/
Hospitality Industry Forecasting Employment Law Changes 2025 & Beyond | Drinks, Hospitality & Leisure | Freeths
Cited text: The Government will need to draft regulations for each proposed measure (see below) and these will need to pass through Parliament before coming into ...
Excerpt: In Australia's hospitality sector, two-thirds of workers are under 35, with 47 per cent aged just 15-24
https://www.freeths.co.uk/insights-...recasting-employment-law-changes-2025-beyond/
Hospitality Industry Forecasting Employment Law Changes 2025 & Beyond | Drinks, Hospitality & Leisure | Freeths
Cited text: Employers are required to take reasonable steps to prevent sexual harassment in the workplace.
Excerpt: In Australia's hospitality sector, two-thirds of workers are under 35, with 47 per cent aged just 15-24
https://www.freeths.co.uk/insights-...recasting-employment-law-changes-2025-beyond/
More than 60 per cent of hospitality workers experience sexual harassment, bullying or racial abuse, UQ study finds - SmartCompany
Cited text: “With employment falling by 41,000 people and the number of unemployed people also decreasing by 20,000, the unemployment rate fell by 0.1 percentage ...
Excerpt: United Workers Union research discovered 86 per cent of hospitality workers surveyed had experienced sexual harassment at work
https://www.smartcompany.com.au/ind...ty-sexual-harassment-bullying-abuse-uq-study/
Bullying, harassment and exploitation - all in a day’s work in hospitality - UQ News - The University of Queensland, Australia
Cited text: Dr Robinson said he hoped his findings would give exploited hospitality workers a voice.
Excerpt: Workplace sexual harassment costs the Australian economy around $3.8 billion annually
https://www.uq.edu.au/news/article/...entE2 per cent80 per cent99s-work-hospitality
Bullying, harassment and exploitation - all in a day’s work in hospitality - UQ News - The University of Queensland, Australia
Cited text: “More than 60 per cent of respondents experienced sexual harassment, verbal and psychological bullying or racial abuse, while more than 70 per cent wi...
Excerpt: Young, casually employed workers face higher risks of harassment and mistreatment
https://www.uq.edu.au/news/article/...entE2 per cent80 per cent99s-work-hospitality
Bullying, harassment and exploitation - all in a day’s work in hospitality - UQ News - The University of Queensland, Australia
Cited text: “Customers were the main perpetrators, although 42 per cent of respondents said the abuse came from their managers or supervisors.” ·
Excerpt: Young, casually employed workers face higher risks of harassment and mistreatment
https://www.uq.edu.au/news/article/...entE2 per cent80 per cent99s-work-hospitality
Workplace rights - Office for Youth, Australian Government
Cited text: You have the right to be free from bullying, sexual harassment and discrimination at work.
Excerpt: Compared to adults, child workers experience high rates of workplace injuries, bullying and sexual harassment, wage theft and unpredictable hours
https://www.youth.gov.au/employment/workplace-rights
THE 10 BEST Restaurants in Healesville (Updated August 2025)
Cited text: Charming Hotels in HealesvilleHealesville Hotels with Outdoor PoolRomantic Bed and Breakfast HealesvilleBoutique Bed and Breakfast in HealesvilleFamil...
Excerpt: Small venues like the historic Healesville Hotel have long been 'warm and inviting gathering places for locals and tourists alike'
https://www.tripadvisor.com.au/Restaurants-g552181-Healesville_Yarra_Valley_Victoria.html
Bullying, harassment and exploitation - all in a day’s work in hospitality - UQ News - The University of Queensland, Australia
Cited text: Media: Associate Professor Richard Robinson, [email protected], +61 (0)434 072 049; Alysha Hilevuo, [email protected], +61 (0)409 ...
Excerpt: Recent changes to NSW workplace laws mean employers must take reasonable steps to prevent sexual harassment, including harassment by customers
https://www.uq.edu.au/news/article/...entE2 per cent80 per cent99s-work-hospitality
More than 60 per cent of hospitality workers experience sexual harassment, bullying or racial abuse, UQ study finds - SmartCompany
Cited text: The report found more than 60 per cent of respondents experienced sexual harassment, verbal and psychological bullying or racial abuse, while more than 70 per cent of...
Excerpt: With hospitality having the highest casualisation rate of any Australian industry at 79 per cent
https://www.smartcompany.com.au/ind...ty-sexual-harassment-bullying-abuse-uq-study/
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