Tired of staff drama or costly mis-hires? This hiring guide saves you time, stress, and sanity.
Learn what traits really matter when building your first hotel employees.

Hiring your first hotel team? Scary, isn’t it? You’re not just filling roles—you’re setting the tone for your entire business. One bad apple and you’ll feel it in reviews, guest complaints, and staff drama. One rockstar, and your guests will rave, rebook, and refer.

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Let’s face it. Independent hotel owners wear too many hats already. You need a team that makes you look like a genius—even when you’re running on three hours of sleep and double espresso shots.

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Let’s walk through what to look for when building that dream team. Spoiler alert: it’s not just experience.

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The Front Desk Face: Hire for Heart, Not Just a Smile

This is your guest’s first and last impression. More than just answering phones and checking people in, your front desk person is your brand ambassador, emotional sponge, and occasional superhero.

Look for:

• Empathy over perfect diction

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• The ability to stay calm during chaos (lost keys, late arrivals, leaking ceilings)

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• Familiarity with property management software helps, but personality wins

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Ask in the interview: “Tell me about a time you handled an upset customer.” Their story will tell you more than their resume ever could.

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Your Housekeeping Hero: Detail-Oriented and Proud

This isn’t just about folding towels into swans. It’s about pride. Your housekeeping staff must spot things you miss—like a stray hair on the sink or the smudge on a mirror.

You want someone who:

• Works methodically but doesn’t miss a trick

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• Isn’t shy about speaking up when something’s off

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• Understands that cleanliness = guest trust

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Bonus points if they’ve worked in healthcare or luxury cleaning—standards are sky-high in both.

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Maintenance: Jack-of-All-Trades

Things will break. Toilets will clog. Lights will flicker. Your maintenance person needs to be half MacGyver, half mind reader.

Ideal traits:

• Broad skills: electrical, plumbing, carpentry, even a bit of tech

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• Willingness to be on-call or respond fast

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• Takes initiative—fixes the squeaky door before anyone complains

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Ask: “What’s your biggest DIY fail?” A humble answer shows they learn from mistakes.

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Food & Beverage Lead: Flexible, Friendly, and Fireproof

Even if you only offer breakfast, you need someone who gets food safety, guest allergies, and good coffee. Oh, and they should be a morning person. No grumpy bacon-flippers, please.

Qualities to hunt for:

• Can multitask (yes, that’s cliché, but it’s real in F&B)

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• Knows a bit about local produce, simple menus, and dietary needs

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• Can chat with guests while flipping pancakes—and not burn either

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If they can upsell the breakfast basket and remember gluten-free requests? Hire them yesterday.

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The Utility Player: Float Like a Butterfly, Adapt Like a Pro

Every small hotel needs a utility player. Someone who jumps from front desk to cleaning to restocking minibar chocolate—without fuss.

They don’t need a fancy title. But they need:

• A curious mind and can-do attitude

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• Willingness to learn everything from reservations to running the washer

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• A radar for guest needs before guests say them out loud

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This role is ideal for recent grads, retired pros, or travellers-turned-locals with hospitality in their bones.

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Can’t Find All That in One Person?

You won’t. But here’s the trick: Hire for attitude. Train for skills. People with the right mindset can learn systems. But you can’t teach warmth, resilience, or the ability to genuinely care.

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And remember—don’t just focus on what they bring. Think about what they take off your plate. A well-picked team will give you your time back, your sanity, and a reason to love this business again.

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You’re not just managing rooms.

You’re building a business that lasts.

One with stories, not just spreadsheets.

“Your Independent Hotel Blueprint” helps you do just that.

Download it. It’s time.

You can find a link in the show notes.

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What was the best (or worst) hotel staff experience you’ve ever had—as a guest or an owner?

Let’s me know in the comments.

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You 5 Key Takeaways

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In Conclusion

Your first five hires will shape your hotel’s culture, service standards, and guest reviews. Choose people who bring energy, not just experience. Look for heart, hustle, and humour. With the right team, your hotel will run smoother—and you’ll finally sleep at night.

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Want help with interviews, job descriptions, or onboarding systems? The “The Hotel Owner’s Roadmap: 90 Days to More Bookings, More Time, and Less Stress” course, walks you through the full hiring journey, with checklists and scripts.