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Qualities of a Great Hospitality Industry Professional

Every hotel employee has a different function and so needs a different set of skills. But whether a person works in the hotel lobby or in housekeeping, there are some common qualities that it’s important to look for during the interview process. Almost every job in a hotel involves some degree of customer service. Here are the qualities that we think of when we think of effective hotel staff.

Expertise

While some positions in the hotel – like bellhop – may be entry-level, it is still important to consider a candidate’s past experience. Have they worked at hotels before? What kind of hotel? Have they worked in similar roles outside of hotels? For example, restaurant staff may be hired with prior restaurant experience outside of a hotel, but front desk customer service staff may need more experience specifically working in a hotel and improving guest satisfaction. This is especially true in a luxury hotel, where the guest experience is crucial to the hotel’s reputation. 

Customer Service Mindset

Almost all hotel employees need to interact with customers or guests at some point. And interactions between hotel staff and guests are key in determining a guest’s quality of stay. Whether staff members work in common areas, at the front desk, delivering room service, or in housekeeping, they need to maintain a friendly demeanor and be willing to answer guest questions. The more support staff positions are filled with people with customer service skills, the less responsibility will fall on the general manager to solve every single customer gripe.

Team Player

No hotel employee can run a hotel successfully on their own. Even hotel management would be lost without an experienced staff working under them. Oftentimes, hotel employees will have to interact not only with people on their respective teams but also with members of other teams. If your employees are constantly bickering, it will be obvious to guests, and your hotel will function less smoothly because of it.

Flexibility

Depending on the hours, location, and type of hotel you manage, you may have vastly different requirements for your employees. However, most hotels do require staff on the holidays – sometimes the holidays are the busiest time of year for hotels. And some hotel staff positions include late-night or overnight shifts. So, this means you need employees who will be willing to work at the time you need them and potentially take on additional responsibilities during peak business periods.

We hope these tips will help you find qualified hotel staff to fill out your team.