Hiring in hospitality has always required a blend of instinct and insight. With evolving guest expectations and growing competition for top talent, it’s more important than ever for hiring managers to look beyond resumes to uncover attributes that truly signal potential during the interview process.
From the front desk to the executive office, the most successful hospitality professionals share the same key attributes. Being able to recognize these attributes during the interview process can help hiring managers make smarter, more strategic decisions that benefit both team culture and business outcomes.
Here’s what your team should look for.
1. Passion for Work
It may sound simple, but passion is a powerful predictor of success in hospitality. This is a 24/7 industry where no two days look the same, and the job often requires long hours, emotional intelligence and a calm demeanor under pressure. Candidates who bring authentic enthusiasm for their work are more likely to go the distance.
During interviews, look for candidates who light up when talking about past roles and speak genuinely about wanting to be part of your brand or team. Passion often shows up as energy, curiosity and a clear desire to contribute.
2. Preparation and Research
Preparedness isn’t just about showing up on time. It’s an organizational skill that is a sign of respect and initiative. Candidates who take time to learn about your property or brand, understand the company’s mission, and come ready with questions demonstrate a proactive mindset that often carries into their performance in real life.
Hiring managers should pay close attention to the questions candidates ask. Do they reference your hotel specifically? Do they show awareness of your brand values, recent press or property features? Candidates who’ve done their homework typically care more about the opportunity and are more likely to be engaged, productive employees.
3. Adaptability
In hospitality, change is constant and should be expected. Whether it’s handling an unexpected guest complaint, adjusting to a new operational system, or stepping into a new team structure, adaptability is critical. Candidates who can roll with changes, pivot quickly, and remain composed in dynamic environments tend to thrive.
During the interview, ask situational questions that reveal how a candidate reacts to unforeseen challenges. Have they dealt with high-pressure situations in the past? Can they describe a time they had to shift plans quickly? Their ability to reflect, respond and recover under pressure will tell you a lot.
4. Strong Communication Skills
This is a big one. Clear, professional and thoughtful communication is essential in hospitality. Whether a candidate is interacting with guests, managing teams or working cross-functionally, how they communicate often defines how well they perform.
Look for candidates who can articulate ideas clearly, listen actively, and answer questions with structure and detail. Ask about past challenges that required communication to solve, such as managing team dynamics or handling guest concerns. The way they frame these answers will reveal how they operate in real-world settings.
5. Authenticity and Personality
Hiring managers should never overlook personality and presence, especially in a guest-facing industry like hospitality. A warm, authentic candidate who can connect with others easily will often succeed, even if their background doesn’t indicate a perfect match.
Authenticity builds trust, fosters teamwork, and creates a better guest experience. During interviews, team members should look for signs of natural engagement. Do they maintain eye contact, smile, and demonstrate empathy or emotional intelligence?
6. A Growth Mindset
Candidates who bring a growth mindset demonstrate more than just the ability to perform in their current role. They show a genuine desire to learn, adapt, and continue developing over time. Hiring managers should pay close attention to signs that a candidate seeks feedback, actively pursues learning opportunities, and takes initiative in building new skills. These qualities are often stronger predictors of long-term success than static experience alone.
A helpful way to assess this is to explore how candidates approach their own professional development. Are they enrolling in courses, workshops, or certifications that expand their knowledge? Do they take the initiative to learn new tools or technologies relevant to their field? Have they sought out mentorship or cross-functional projects in order to broaden their perspective? These behaviors reflect an individual who is motivated to evolve and stay relevant.
Curiosity plays a critical role as well. A candidate who asks thoughtful questions, shows interest in how the business operates, and demonstrates a willingness to step outside their comfort zone is more likely to adapt effectively as the organization grows and changes. This mindset signals not only that they are future-focused, but also that they are prepared to grow alongside your business and contribute in new ways as opportunities arise.
7. Culture Fit
Hiring managers often use the term “culture fit” to describe candidates who feel familiar or similar to existing team members. But it’s just as important to hire for the office culture. Candidates should bring fresh perspectives, new skills, or different backgrounds that enrich team dynamics.
The best way to assess this is to know what your current team already has and what it’s missing. Teams should fit together like puzzle pieces. Evaluate whether a candidate’s soft skills, energy or experience could fill a gap or expand upon your team’s strengths.
8. Real-World Ability
Some candidates are great interviewers but not great performers. To avoid making decisions based solely on charisma, consider building in practical assessments to the hiring process. These assessments can simulate a candidate’s ability to properly execute the role in the real world. Scenario questions, such as “What would you do if…” are great to evaluate their natural response to situations, but role-specific exercises can really differentiate between a candidate who is great at interviewing and one who can effectively tackle a job’s day-to-day requirements. Some examples of a role-specific exercise include a kitchen trial for culinary roles or a writing test for communications or public relations roles.
9. Red Flags
Some red flags are worth noting, but not all of them should be disqualifying. For example, a resume showing short stints at multiple jobs might be a concern, but if a candidate is prepared to explain the context and the lessons learned, it can become a green flag.
The key is how a candidate handles potentially sensitive questions. Do they deflect blame, or do they take ownership? Are they transparent about gaps or job changes? The more direct and thoughtful the answer, the more likely the candidate is to approach future challenges with the same level of honesty and accountability.
10. Candidate Comfort in an Interview Environment
It is not only about the questions you ask, but also about the environment you create. When hiring managers establish a space where candidates feel at ease, they are much more likely to receive thoughtful, authentic, and revealing responses that go beyond rehearsed answers.
Creating this environment begins with preparation. Taking the time to review the candidate’s background in advance signals respect and allows you to tailor your questions in a way that feels relevant and intentional. Generic questions can make an interview feel transactional, while personalized ones demonstrate genuine interest and set the stage for more meaningful dialogue.
The delivery of questions is equally important. Open-ended prompts encourage candidates to elaborate on their experiences, motivations, and problem-solving approaches. A relaxed, conversational tone helps reduce formality and invites more honesty from the candidate. When hiring managers show curiosity and empathy, candidates are more inclined to share their true selves, including both their strengths and the lessons they have learned from challenges.
An interview should also be viewed as a two-way exchange. By fostering comfort, hiring managers not only gather deeper insights into who the candidate really is but also create a positive impression of the organization. This impression can influence the candidate’s enthusiasm and decision-making if an offer is extended.
Consider Role Level When Interviewing
The qualities you prioritize should shift depending on the role’s level of responsibility. For junior positions, candidates may not yet have a long track record, so the emphasis should be on potential. Passion, adaptability, problem-solving ability, and strong communication skills are key indicators that they will grow quickly and thrive with the right support.
For mid-level roles, the balance begins to shift toward demonstrated expertise and the ability to collaborate effectively. Candidates at this stage should be able to show a solid track record of delivering results, taking ownership of projects, and contributing meaningfully to team success. It is also valuable to explore how they navigate challenges and balance their own contributions with supporting broader organizational goals.
At the senior level, the focus becomes less about individual execution and more about leadership, vision, and impact. Strategic thinking, the ability to inspire and develop others, and a clear philosophy on leadership are essential. Senior candidates should be able to show how they have influenced stakeholders, guided teams through change, and driven operational excellence across large-scale initiatives.
By tailoring your approach to the level of the role, you ensure that each interview is aligned with the realities of the position, giving you a clearer picture of a candidate’s ability to succeed both now and in the future.
Hire with Intention
The best hospitality hires aren’t always the most experienced. By learning to recognize key attributes like preparedness, adaptability and communication during the interview process, hiring managers can make more informed, intentional decisions.
In an industry where people are the product, hiring well doesn’t just fill open roles, it elevates your team, your culture and your guest experience.
Reprinted from the Hotel Business Review with permission from www.HotelExecutive.com.
View source
Please visit:
Our Sponsor