The employee experience (EX) in the hotel sector is as crucial as the guest experience. In hospitality, human interaction is at the heart of service, and an unmotivated or disengaged team will hardly be able to deliver the warmth and excellence guests expect. However, while many companies claim to prioritise their teams’ wellbeing, the statistics point to a clear disconnect between intention and reality. Recent studies by Gartner indicate that, although 92% of HR leaders prioritise the employee experience, only 13% of employees feel genuinely satisfied with their experience. In addition, a Qualtrics (2024) report reveals that only 43% of employees believe their company takes action after receiving their feedback. If we are seeking exceptional service, we must first take care of the internal experience. As I often say: "The end customer feels the energy the team radiates; taking care of employees means taking care of guests." Let us explore the most common challenges in managing the employee experience (EX) in hospitality and how to address them with practical solutions.

Key Challenges in the Employee Experience

Below, I outline the main challenges affecting the employee experience in the hotel sector, along with concrete actions to address them:

1. Cultural Disconnect

A strong organisational culture aligned with employees’ values is fundamental to a hotel’s success. When there is no clear identification and connection between company values and employees, it leads to dissatisfaction, demotivation and a lack of team engagement. A lack of values alignment can result in poor cohesion among employees, which translates into ineffective internal communication, workplace conflict and a decline in the quality of service delivered to guests. Furthermore, a lack of identification with company values can lead to high staff turnover, negatively affecting the hotel’s stability and reputation. Conversely, when the organisational culture is clearly defined and aligned with employees’ values, it creates a positive working environment in which employees feel motivated, engaged and proud to be part of the company. This translates into exceptional service, greater guest satisfaction and stronger talent retention at the hotel. A hotel without a clear organisational culture aligned with its employees’ values is destined to fail. It is essential for the company to define its values and communicate them effectively to its team, ensuring a memorable experience for guests and a positive, productive working environment for employees.

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