Designing “SAATHI” — An EAP That Became a Lifeline for 3,000+ Hospitality Employees

At 2:00 AM, a team member called our newly launched assistance line, battling a deeply personal crisis.

That call didn’t just validate our efforts—it proved SAATHI was more than a program. It was a lifeline.

In the hospitality industry, where long hours, emotional labor, and transient teams are the norm, most Employee Assistance Programs fall short. They’re often too corporate, too cold, and too disconnected from the lived realities of our frontline and back-of-house teams.

When we created SAATHI (meaning “companion” in Hindi), we reimagined the entire EAP model.

 We focused on what truly matters:

🌍 24/7 multilingual accessibility tailored to our diverse workforce

🔒 Absolute confidentiality, entirely separated from managerial reporting

🧠💰🏥 Holistic care, linking mental, financial, and physical wellness

We expected 10% engagement.

 Within 90 days, 30% of our workforce reached out—voluntarily and proactively.

Why? Because SAATHI felt human.

 It wasn’t a tick-box initiative. It was a compassionate, culturally rooted support system embedded in our organizational DNA.

The results went far beyond utilization rates:

🚀 Increased retention and morale

💬 Higher engagement scores

❤️ A tangible shift in how our people felt seen, heard, and valued

In an industry built on emotional connection, it’s time our internal systems reflect the same.

Is your wellness program truly reaching your people—or just sitting in a policy folder?

 I’d love to hear what’s worked (or hasn’t) in your organization. Let’s build better together.

#EmployeeWellbeing #HospitalityLeadership #WorkplaceCulture #MentalHealthMatters #LoyalTeams #HumanCenteredDesign #EmployeeExperience #EAP #RetentionStrategy #L&DLeadership