In the realm of Luxury & Lifestyle Hospitality, while the design and product of a hotel are crucial, it is ultimately the people who create the magic of the experience and leave lasting memories for guests.
To achieve luxury room rates exceeding €2,000, it is not uncommon for hotels to maintain a ratio of more than five team members per room. These team members are the ones who personalize each stay, enhancing the guest journey from restaurants to wellbeing, from the attention to detail in housekeeping to events and shows. Asia often comes to mind for its renowned service quality; however, destinations such as Mexico and even Europe are also raising their service standards to exceptional levels.
Yet, the hotel industry faces significant challenges in hiring and retaining staff. Jobs in hotels and restaurants can be demanding. Nonetheless, hospitality remains a fantastic social elevator. Nearly 50% of hotel employees do not hold a university degree, and the industry offers fascinating careers for those eager to explore the world. The level of engagement among hotel teams is very high, with over 85% of employees reporting that they are engaged — a figure much higher than in corporate headquarters. This reflects the passion and tangible impact hotel staff can have on guests’ stays.
From a management perspective, beyond service excellence and performance, great managers are driven by purpose and vision, as well as the willingness to develop people. At Accor, our vision is “Pioneering the art of responsible hospitality by connecting culture with heartfelt care.” Having an impact on local communities, beyond just the guests, is a significant source of pride and motivation for teams. Last December, during Accor’s annual rewards ceremony The Bernache Awards, I was amazed by the meaningful and impactful actions of hotel teams supporting larger causes, such as ESG initiatives, charity work for local communities, or aiding women victims of domestic violence.
Indeed, the hospitality industry continues to offer fantastic opportunities — both for young talents and for long-term careers!