Learn 5 practical ways to build a loyal, high-performing hospitality team that makes guests feel at home—and keeps them coming back.
How to Build a Hospitality Team That Guests Will Never Forget - Hospitality team members
In hospitality, your team is your brand. No matter how stunning the property, how seamless the technology, or how luxurious the amenities, guests will always remember how your people made them feel. And yet, the hospitality industry faces a massive challenge: keeping those incredible people around long enough to make a lasting impact.
According to the U.S. Bureau of Labor Statistics, the accommodation and food services sector had a turnover rate of 84.9% in 2022. That means for every 10 people hired, nearly 9 leave within the year. And with guest expectations rising, hoteliers can’t afford that kind of instability.
So, how do you build a hospitality team that not only stays—but makes guests never want to leave either?
Here are five real-world strategies to help you do just that.
Hospitality is about human connection. The best team members aren’t just good at tasks—they’re good with people. While technical skills are important, they can be taught. What you can’t teach as easily is empathy, curiosity, or the drive to deliver “wow” moments.
Take Ritz-Carlton, for example. They famously prioritize emotional intelligence and give every employee up to $2,000 per guest to solve problems without needing manager approval. Why? Because empowered employees deliver unforgettable experiences.
Tip: During interviews, ask behavioral questions like: “Tell me about a time you made someone’s day better without being asked.” You're hiring a mindset—not just a resume.
A LinkedIn Workplace Learning report found that 94% of employees say they would stay at a company longer if it simply invested in helping them learn.
Offering structured training, mentorships, and clear career paths helps transform hospitality roles from “just a job” to a fulfilling career. It also communicates a simple but powerful message: We’re invested in your future.
Alliants, for example, encourages clients to not just digitize guest services but to create better workflows and up-skilling opportunities around new technologies. That keeps both guests and staff 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.
In high-turnover environments, it’s easy to build a checklist culture. But the best teams don’t just complete tasks—they take ownership. They see guest experiences as their responsibility.
Start with trust. Encourage autonomy. Celebrate initiative. If a concierge notices a guest’s birthday in the notes and arranges a small treat on arrival? That’s ownership. And it makes a lasting impression.
Stat: Gallup found that organizations with high employee engagement see 21% higher profitability and 59% lower turnover.
Too often, hospitality teams only get feedback when something goes wrong. But recognition is a retention superpower. According to Achievers’ Workforce Institute, 63% of employees who feel recognized are very unlikely to look for a new job.
Go beyond “employee of the month.” Recognize the small wins. Shout out team members who go above and beyond—especially in front of peers or guests.
Tip: Use a simple team app or internal chat (many Alliants clients do this) to share “guest kudos” and quick wins in real time.
When staffing is lean, tech should reduce stress—not increase it. The right digital tools can automate repetitive tasks, improve internal communication, and free up staff to focus on what they do best: delivering remarkable guest experiences.
That’s why Alliants builds guest messaging platforms and concierge solutions that are easy to use—for both teams and guests. Smart automation, AI-supported service suggestions, and centralized communication channels help staff work smarter, not harder.
The hospitality industry may always face staffing challenges, but guest satisfaction doesn’t have to suffer. 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’re creating a team that guests will talk about, post about, and come back for again and again.
Because in the end, people don’t remember check-in times. They remember how your team made them feel.
Want to help your team deliver unforgettable guest experiences? Let’s talk about how Alliants’ technology can help you empower your people from the inside out.
