Why Employee Experience Is Becoming Hospitality’s Biggest Competitive Advantage 

Employee experience is one of the most important success factors in hospitality. While guest experience has traditionally been the primary focus, hotels are recognising that delivering exceptional service starts with supporting and engaging their teams. 

Creating a positive employee journey helps improve service consistency, strengthens retention, and supports operational performance across departments. 

Here is why employee experience is becoming a key priority for hospitality leaders and how hotels can improve it in practical ways. 

What Is Employee Experience in Hospitality? 

Employee experience refers to every interaction a team member has with their workplace throughout their journey, from onboarding through to development and recognition. 

In hospitality, employee experience is often shaped by:  

• Communication between managers and teams 

• Access to feedback and development opportunities

• Recognition and workplace culture

• Availability of training and support 

When these areas are managed consistently, hotels often see stronger engagement levels and improved service delivery. 

Why Is Employee Experience So Important in Hospitality?

Hospitality is built on human interaction. The quality of guest experience is heavily influenced by how supported and motivated employees feel in their roles. 

Hotels that prioritise employee experience often benefit from: 

• Improved Guest Satisfaction 

Engaged teams are more likely to deliver personalised service, respond proactively to guest needs, and maintain service standards during busy periods. 

• Stronger Employee Retention 

High turnover can disrupt operations and increase recruitment costs. Creating positive workplace experiences helps build loyalty and long-term engagement. 

• Better Team Collaboration 

Clear communication and structured feedback improve coordination across departments, which is essential in fast-paced hospitality environments. 

How Are Employee Expectations Changing? 

Workforce expectations continue to evolve across the hospitality industry. Many employees now expect more structured engagement and communication than in previous years. 

• Increased Demand for Real-Time Communication 

Frontline hospitality roles are mobile and fast-moving. Employees expect access to updates, announcements, and important information without relying on noticeboards or desktop systems. 

• Greater Focus on Recognition 

Recognition is no longer viewed as an occasional initiative. Regularly celebrating milestones, achievements, and contributions helps create a stronger sense of belonging. 

• More Frequent Feedback Conversations 

Many organisations are moving away from just annual performance reviews and introducing more regular check ins. These conversations help identify development opportunities and address challenges earlier. 

• Multi-Generational Workforce Needs 

Different generations bring different expectations around communication, career development, and workplace flexibility. A structured employee experience helps hotels support these diverse needs. 

- Download Guide: Managing A Multigenerational Workforce 

How Can Hotels Improve Employee Experience? 

Improving employee experience does not require complex programmes. Often, small and consistent improvements can make a significant impact. 

1. Introduce Structured Check Ins 

Regular check ins create opportunities for open conversations about performance, wellbeing, and development. They help managers stay connected with their teams and identify support needs early. 

- Read more: The Impact of Check-Ins on Employee Retention in the Hospitality Sector 

2. Celebrate Milestones and Achievements 

Recognising birthdays, work anniversaries, promotions, and positive guest feedback helps reinforce organisational values and motivates teams. 

3. Gather Employee Feedback Regularly 

Short surveys and quick polls allow hospitality leaders to understand engagement levels and identify improvement opportunities. 

Sample Survey Questions: 

- What helps you feel most supported in your role? 

- What would improve your day-to-day experience at work? 

- What recognition initiatives would you find most meaningful? 

4. Strengthen Team Communication 

Clear and consistent communication reduces confusion and helps ensure employees feel informed and connected across departments. 

Read more: Is Your Team Communication Tool Fit for Purpose? 

5. Use Workforce Insights to Guide Decisions 

Tracking engagement trends, feedback responses, and development progress helps hospitality leaders prioritise initiatives that genuinely support their teams. 

How Technology Is Supporting Employee Experience 

Many hospitality organisations are adopting digital tools to help structure employee engagement and communication more effectively. 

Workforce management platforms can support employee experience by helping hotels to: 

• Schedule and automate check-ins

• Recognise milestones and achievements

• Collect and analyse employee feedback

• Improve communication visibility across teams

• Centralise engagement data and insights 

Solutions such as Alkimii’s Employee Experience and Engagement tools help hospitality organisations bring these activities together in one platform.  

Features including Check-Ins, Moments, Surveys, and Awards help leaders maintain consistent engagement while gaining valuable workforce insights. 

Creating a Long-Term Employee Experience Strategy 

Employee experience should be viewed as an ongoing strategy rather than a one-time initiative. Hospitality leaders who prioritise engagement, communication, and recognition often build stronger, more resilient teams. 

By listening to employee feedback, celebrating achievements, and supporting professional development, hotels can create workplaces where teams feel valued and motivated to deliver exceptional guest experiences. 

Ready to Strengthen Employee Experience in Your Organisation? 

Learn more about how Alkimii supports employee engagement and workforce management across hospitality teams. 

Download our Employee Experience flyer here.