The hospitality industry, perhaps even more than most other industries, is fully dependent on the quality of their staff team. This applies not only to guest facing team associates, but across all departments. 

The commitment to world class service is also why we increasingly see job titles in hospitality pivoting to reflect this commitment to service excellence and being the face of the hotel brand, no matter the role. This applies to job titles like room ambassador and housekeeping ambassador, where these titles have begun to replace traditional titles like room / housekeeping attendant. 

To be a strong candidate for a role in a world class hotel, you must stand out and set yourself apart by portraying your experience and key attributes. Previous 5-star hotel experience and the following key attributes are crucial elements to portray throughout the process – and during interactions with the prospective employer or recruitment representative. These aspects need to form part of your daily life throughout a career in hospitality: 

Exceptional Verbal Communication Skills:

Effective communication is a key skill. Motivated hospitality employees are not just good speakers; they are also excellent listeners. They communicate clearly, politely, and professionally, making guests feel heard and understood. They understand the nuances of non-verbal communication, such as body language and eye contact. They are clearly mindfully present and engaging during each interaction. 

Impeccable Personal Grooming, Poise, and Confidence:

In hospitality, first impressions are everything. Impeccable personal grooming is therefore a must for hotel staff. Neat, clean uniforms, well-groomed hair, and an overall polished appearance are non-negotiables. A great hotel ambassador’s appearance, confidence and grace reflects the hotel’s commitment to excellence.

Patience and Empathy:

Dealing with guests from all walks of life, requires patience. Invested hotel staff can put themselves in the guests’ shoes, understanding their needs and concerns. Patience is crucial, especially when handling difficult situations or resolving complaints. A calm and collected approach can turn a negative experience into a positive one.


The hospitality industry is known for its unpredictability. Great hotel staff can adapt to sudden changes and think on their feet. Whether it’s accommodating last-minute requests or handling unforeseen challenges, adaptability is a quality that ensures all guest experiences remain smooth and enjoyable.

Attention to Detail:

Details matter in the hotel industry. From making sure a room is spotless to getting a guest’s order just right, an invested hotel staff member is meticulous in every detail. They pay attention to the small details that can turn a stay from ordinary to extraordinary and memorable, ensuring return guests and of course excellent hotel reviews.

Team Players:

A great hotel functions as smoothly as a well-oiled machine, with each staff member playing a crucial role within it. Being a team player is essential. Hotel staff generally collaborate across departments, ensuring guests have a seamless experience. They’re willing to step up, step in, and assist their colleagues when needed, fostering a positive work environment.

Problem-Solving Skills:

In a busy hotel, not every day goes according to plan. Invested and motivated hotel staff can quickly identify problems and take action to resolve them. Problem-solving skills help to keep operations running smoothly. 

Multilingual Skills:

Hotels welcome guests from around the world. Proficiency in multiple languages can be a significant asset. Multilingual staff can make international guests feel more comfortable and can help to resolve language barriers effectively ensuring a seamless guest experience.

Positive Attitude:

A positive attitude and enthusiasm are contagious. Motivated hotel staff bring an air of positivity, a “can do” attitude and grace to the workplace, creating a welcoming atmosphere for guests. They turn guest interactions into memorable moments.

The best hotel staff members have a unique blend of skills and attributes. They are the heart and soul of the hotel, ensuring that every guest’s experience is exceptional. Exceptional in communication, personal grooming, empathy, patience, adaptability, attention to detail, teamwork, problem-solving, language skills, while showcasing an overall and contagious positive attitude – These are the attributes that define world class hotel staff!

Only when we encounter candidates who tick all the boxes in terms of the above attributes, can we be confident that our client hotels will be able to uphold their reputations for offering remarkable, world class hotel experiences to their guests.