The Challenge

YHA operates one of the most recognised accommodation networks in Australia. Their frontline staff are the face of the brand, dealing daily with travellers who are often tired, frustrated, or quick to complain. This creates a challenging environment where empathy from customers is rare, and tempers can run high.

Site leaders at YHA carry much of this pressure. They’re responsible for keeping operations smooth, supporting young and transient staff, and managing escalations when customers are difficult. Without the right tools, many leaders felt overwhelmed and at risk of burning out. The problem wasn’t about capability – it was about resilience and confidence in dealing with constant pressure.

The Solution

YHA partnered with In Bloom to design an ongoing mental healthy first aid certification program. Every six months, all new site leaders complete training focused on resilience, handling difficult customers, and supporting staff in high-stress environments. The program is practical, scenario-driven, and built to give leaders tools they can use immediately.

We didn’t aim to remove the stress; that’s not possible in hospitality. Instead, we focused on giving leaders the confidence and skillset to thrive in it.

The Results

Leaders reported being calmer and more effective when handling difficult guests.
Staff felt supported, knowing their leaders had their back.
Turnover among new site leaders dropped as they felt better prepared for the role.
The program became a cornerstone of YHA’s approach to leadership development.

Customer Voice

“This training gave me the confidence to lead my team, even when customers are at their worst. I no longer feel like I’m on my own.” – YHA Site Leader