Where Did the Smiles Go?
Why Workplace Joy Is Everyone’s Business - Especially in Visitor Experience
I’ve been quietly noticing something.
Something that started as a flicker . . . and has now become a full-on ache every time I visit one of my favourite places; a historic house, a beautiful estate, a charming garden, or a family-friendly attraction.
The buildings are beautiful. The experiences are meant to delight.
But the people?
They seem . . . glum. Disconnected. Sometimes downright angry.
And I’m not talking about the odd off-day or the post-lunch slump.
I’m talking about a pattern; eye rolls at the till, zero eye contact on arrival, team members continuing private conversations while guests hover awkwardly nearby. Snippets of grumbling behind the scenes. Staff openly talking about leaving, about other staff, about just wishing they were somewhere else.
It’s become so normalised we hardly flinch anymore.
But we should.
Because this isn’t just about poor service.
It’s about the quiet crisis of joy in the workplace.
And while I see it most in visitor experience settings, I have a sneaky suspicion this isn’t a one-industry issue. This feels bigger.
This is a widespread culture problem, a quiet epidemic of disconnection in customer-facing roles across the board.
The Joy Ripple Effect (and Why It Matters)
Before I ever cracked open a book on positive psychology or studied the science of wellbeing, I already knew this:
A smile is contagious.
So is warmth. So is kindness. So is a tiny moment of connection.
When someone makes you feel seen, welcome, and valued, you carry that with you. You pass it on. It shapes your day, and how you show up next.
I call it the Joy Ripple Effect. And it’s real.
But the reverse is true, too.
Disconnection is contagious. So is apathy. So is cynicism.
And when someone has spent time, money, and emotional energy to visit a place, maybe even somewhere meaningful or magical, it’s disheartening to feel like you’ve walked into someone else’s bad day on loop.
I Don’t Blame the Staff
Let me be clear: I don’t think this is a people problem.
It’s a culture problem.
People don’t become apathetic in a vacuum.
They’re often unsupported, under-acknowledged, overworked, and emotionally running on empty.
They’re trained in tasks, not in meaning.
Held accountable for KPIs, but rarely recognised for the emotional labour they give every single day.
In the face of that? Joy doesn’t just disappear. It drains away - drip by drip.
And that’s what keeps me up at night.
Because visitor experience roles have so much potential to be joy generators.
They’re the first point of contact. The tone-setters. The memory-makers.
And right now?
They’re too often treated like the bottom rung.
“You don’t need a massage budget or a meditation pod to build joyful culture. You need meaningful recognition, shared purpose, and leaders who see people as people, not rotas and roles.”
A Vision for Joy at Work
Here’s what I believe:
Joy isn’t fluffy, it’s fuel. Especially in roles built on human connection.
You don’t need a massage budget or a meditation pod to build joyful culture.
You need meaningful recognition. Shared purpose. Leaders who see people as people, not rotas and roles.
Visitor experience should be sacred. It’s not just “hospitality.” It’s the emotional heartbeat of your brand.
Imagine if we treated these front-line roles as the most important ones in the building.
Imagine if joy wasn’t an afterthought, but a strategy.
Imagine if every visitor-facing role came with not just a uniform and a script, but storytelling training, emotional support, and a reason to care.
So What Now?
I’m not claiming I can solve the country’s burnout crisis.
But I can start a ripple.
This blog is the beginning of my Joy at Work series, exploring how we bring energy, connection, and yes - actual joy- back into the workplace. Especially in spaces built to inspire.
Because joy doesn’t just benefit your guests.
It transforms your team.
And when that happens?
Everyone wins.
So if you work in a castle, a café, a garden, or a gallery, consider this your invitation.
The rebellion starts here.
With a smile. A spark . . . A ripple.
Let’s bring joy back to work.
Love, Gem x