Why Your Best Hotel Talent Stays

For some time now, I have reached a conclusion that resonates more strongly each day in hotel management: people do not leave companies; they leave cultures. It may sound simple, but it is a powerful truth. Talent, especially in hospitality, is not retained by a contract or a competitive salary; it is cultivated and nurtured through an environment in which people feel valued, challenged and, above all, find purpose in their work.

Let’s be clear. Hospitality is a sector where the emotions of both guests and employees run high. We are hosts by nature, and if our team does not feel inspired, how can we expect them to pass that passion on to those who walk through our doors? Recent studies confirm that 57% of employees across a range of sectors consider corporate culture more important than salary (“The Workforce View 2023”). In our industry, this is not merely relevant; it is crucial. In a hotel, culture is not defined by posters on the walls or polished language in a corporate handbook. It is lived in the corridors, the restaurant, the spa and every daily interaction. If staff feel that their opinion does not matter or that their work has no impact, they will soon look for the exit. Turnover in the hotel sector is high, exceeding 73% annually in many markets. And the cause? In most cases, it is the lack of a genuine connection with the organisational culture. I would like to share some strategies for creating an environment where people not only want to stay, but also want to give their best every day. For many, hospitality is a vocation, but even passions need nurturing. Creating an environment where employees find meaning in what they do is the foundation for building a strong culture.

• Recognise the impact of daily work: Every task, from preparing a room to serving a coffee, contributes to creating unforgettable experiences. Help every team member understand their role in the hotel’s success. A simple weekly meeting to share stories from grateful guests can make all the difference.
• Promote shared values: Identify the values that define your hotel and ensure that every team member embodies them. This not only aligns staff, but also fosters a sense of belonging. For example, if sustainability is a core pillar, involve the team in green initiatives and celebrate their achievements.
• Give the team a voice: A recent survey shows that 70% of employees who feel their opinions matter at work are more engaged (“Gallup Workplace Report”). Actively listen to your team’s ideas and concerns, and act on them swiftly.

[caption id="attachment_232416" align="alignright" width="700"] RECOMMENDED READING[/caption] A team that feels stagnant will sooner or later seek new horizons. Providing growth opportunities is essential to retaining top talent.

• Offer ongoing training: It is not only about teaching technical skills, but also about inspiring leadership and creativity. Workshops on hospitality trends, mentoring sessions or even invitations to industry trade fairs can reignite motivation.
• Design personalised challenges: Identify each employee’s strengths and aspirations. If you have someone who excels in guest service, why not offer them the opportunity to lead a pilot project in the department? Initiatives of this kind not only develop staff, but also benefit the hotel.
• Recognise effort: Never underestimate the power of sincere recognition. A personalised note, public acknowledgement or even a small gesture can have a lasting positive impact.
• Create an inclusive environment: Diversity and inclusion are not merely buzzwords; they are essential to building stronger teams. A Deloitte study revealed that diverse teams are 33% more likely to outperform their competitors.

Close your eyes and imagine a team where every person feels valued, challenged and connected to the hotel’s purpose. That is the culture we must build, and while it may not be an easy path, the results are transformative. As a final piece of advice:

1. Invest time in getting to know your team: Knowing their names is not enough; understand their motivations and dreams. This creates loyalty and genuine commitment.
2. Lead by example: A strong culture starts at the top. If you want the team to value guests, they must first feel valued by you.
3. Celebrate every win, large or small: From achieving monthly targets to getting through a difficult day, celebrating success strengthens team spirit and energises staff for what lies ahead.