Staffing a hotel is no easy feat. With turnover at 50% for non-management hotel employees, you’ll end up replacing half of your staff every few months. To slow the cycle of hire, train, repeat, you have to be sure that the people you bring on are right for the role—meaning they have the traits and competencies to succeed in the position, and possibly the potential to move up within your organization.


For most hotels and resorts, the housekeeping staff is the largest employee population. In fact, hotels employ almost 500,000 people in housekeeping across the U.S. Here are the most important traits to look for as you hire housekeeping attendants:

  • Energy
  • Pride in Work
  • Criticism Tolerance
  • Integrity

Employees with these traits will be better suited to handle the demands of housekeeping, which can include long, antisocial hours and unsupervised work.

Front Desk

With almost 250,000 hotel desk clerks nationwide, the front desk staff represents the front-line of guest service. These employees welcome guests into the hotel and set the tone for the rest of their stay. When hiring front desk reps, keep an eye out for these key traits:

  • Energy
  • Self-Reliance
  • Multitasking
  • Problem Solving
  • Positive Service Attitude
  • Resilience
  • Interpersonal Insight
  • Sociability
  • Accommodation to Others
  • Criticism Tolerance

Because guests expect a genuine smile and a pleasant experience, it’s important that employees are a natural fit for the job. If they’re pushed too far out of their comfort zone, they’ll be at a higher risk for burnout and your service levels will suffer.

How’s Your Intuition?

Unfortunately, none of these traits are very easy to spot when you first meet someone—and your need to fill positions quickly probably keeps you from feeling 100% confident when it’s time to extend an offer. To see how candidates score on each of these key traits, try using hospitality assessments for housekeeping, front desk, and more.