In hospitality, the team you have is your brand. Guests will remember the team, not the property or the luxurious amenities. how your people made them feel. The hospitality industry is faced with a huge challenge: how to keep these incredible people for long enough to have a lasting effect.
According to the U.S. Bureau of Labor Statistics (BLS), the sector of accommodation and food service had a turnover of 84.9% by 2022. This means that for every 10 new employees, 9 of them will leave in the first year. Hoteliers cannot afford such instability, especially as guest expectations are rising.
So, how do you build a hospitality team that not only stays—but makes guests never want to leave either?
Here are five strategies that you can use to achieve this.
1. Hire for heart, train for skill
Human connection is the essence of hospitality. The best team members aren’t just good at tasks—they’re good with people. Technical skills can be learned. Empathy, curiosity and the drive to deliver “wow moments” are not as easy to teach.
Ritz-Carlton is a good example. They give employees up to $2,000 each to solve guest problems, without requiring manager approval. Why? Because empowered employees deliver unforgettable experiences.
Tip: Ask behavioral questions during interviews. For example, “Tell me a story about how you improved someone’s life without being asked.” You’re hiring a mindset—not just a resume.
2. Investing in growth from day one
LinkedIn Workplace Learning Report found that 94% said they would remain at a business longer if only it invested in them.
By offering structured training, mentorships and clear career pathways, hospitality jobs can be transformed from “just a Job” into a rewarding career. This also sends out a powerful but simple message: we’re invested in you.
Alliants, as an example, encourages its clients to not only digitize their guest service, but also to create better workflows, and to upskill around new technology. Both guests and employees will be more engaged.
Advice: Offer micro-learning modules—quick, digestible trainings staff can do between shifts or on mobile—to reduce burnout and build confidence in new systems.
3. Create a culture of ownership (not just tasks)
It’s easy in high-turnover environments to develop a culture of checklists. But the best teams don’t just complete tasks—they take ownership. They take responsibility for the guest experience.
Start by building trust. Encourage autonomy. Celebrating initiative. What if a concierge reads the guest’s birthday and offers a little treat upon arrival? That’s ownership. This makes a lasting impact.
Gallup has found that companies with high employee engagement have 21% higher profits and 59% less turnover.
4. Recognize More Than Performance
All too often, teams in hospitality only receive feedback when things go wrong. Recognition is an effective retention tool. According to Achievers’ Workforce Institute 63% of employees feel appreciated and are unlikely to seek a new position.
Recognize the small wins. Recognize your small wins. Shout out team members who go above and beyond—especially in front of peers or guests.
Tip: Share “guest kudos”, quick wins and other achievements in real-time using a team app (many clients of Alliants do this).
5. Use technology to empower and not replace
When staffing is lean, tech should reduce stress—not increase it. The right digital tools will automate repetitive work, improve communication within the company, and allow staff to focus more on what they are best at: delivering exceptional customer experiences.
That’s why Alliants builds guest messaging platforms and concierge solutions that are easy to use—for both teams and guests. Staff can work smarter and not harder with AI-supported service recommendations, centralized communication channels, and intelligent automation.
Result: A more confident, capable team—no matter how busy the season gets.
Build a Team They’ll Never Forget—Not Just One That Shows Up
Staffing issues are a constant in the hospitality industry, but guests’ satisfaction does not have to be compromised. By building a team culture rooted in empathy, growth, ownership, and support—and reinforcing it with the right technology—you’re not just filling positions. You are creating a team of people that your guests will want to talk about. They’ll post about it and return again and again.
In the end, people forget check-in times. Your team will be remembered for how they made your guests feel.
Do you want to empower your team to create unforgettable experiences for guests? Talk to us about how the technology of Alliants can help empower your employees from within.
Alliants
Alliants has assisted many of the world’s most respected companies deliver exceptional experiences to their customers. Alliants, founded in 2009, has created industry-changing solutions including award winning chat and mobile applications that have been used by millions of people around the world. Zendesk, Inc., a global customer experience software firm headquartered San Francisco, acquired a minority stake in Alliants in 2022. Alliants received recognition as a UK Best Workplace in Tech™ A certification based solely on employee feedback.
