Staffing is the one topic that keeps coming up in conversations across the hospitality industry. We’ve been talking about labor shortages for years, and the reality is that many hotels are still operating with less than full teams. At the recent StepStone Hospitality Conference, I had the chance to speak about what’s working and not working when it comes to hiring, retaining and developing hotel talent.
The Numbers Tell the Story
We’ve made progress since the pandemic, but we’re not where we need to be. According to the American Hotel & Lodging Association, the industry lost 680,000 employees in the U.S. during COVID, and while we’ve added back 467,000 of them, that still leaves a big gap. Some properties have managed to fully restaff, but the reality is that 65% of them still report shortages.
To bridge that gap, hotels are getting creative. They’re increasing wages, improving benefits, offering more flexible schedules and making career development a bigger priority. These efforts really are making a difference: 72% of hotels surveyed by AH&LA say career advancement opportunities are better than ever or at least the same as before the pandemic. That observation is supported by Indeed.com, which now ranks hotel housekeeping jobs among the top 12 careers for upward mobility.
Despite progress, we still have a long way to go. AH&LA estimates the industry will add 14,000 more employees this year, which is but still well below 2019 levels and insufficient to close the gap.
What Needs to Change
In my presentation at the StepStone conference, I kept coming back to this: Staffing isn’t just an HR challenge, it’s a business challenge. The properties that are navigating this moment best aren’t just filling positions, they’re rethinking what staffing looks like for the long term. Some key takeaways:
- The definition of flexibility has changed. We’ve talked a lot about flexible scheduling, but flexibility in career paths is also important. Hotels that create growth – like mentorship programs, skill-building initiatives, or a pathway from an interim role to full-time roles are seeing the most success.
- Experience still matters. A lot of the industry’s focus is on attracting new talent, but experienced hospitality professionals are still the backbone of great service. Investing in ways to retain that expertise is just as critical as hiring.
If there’s one thing that’s clear, it’s that staffing isn’t just about filling positions anymore – it’s about rethinking what it takes to build and keep strong hospitality teams and that’s where my company, Transformation Hospitality Solutions, comes in.
Our team is composed of professional consultants with proven track records, job-appropriate expertise and brand certification. Each has from three to more than 20 years’ experience.
They are selected based on their ability to ensure alignment with our core values, work ethic and results-driven mindset. Thanks to our database of consultants available across the country, we can put the right person on property within 48 to 72 hours.
As we continue to navigate the evolving landscape of hospitality staffing, it’s clear that innovative strategies and a commitment to growth are essential for building strong, resilient teams that can thrive in any environment.
