Table of Contents

Hospitality industry

Most of the current data available on competencies, personality types, and hotel staff traits are more qualitative than quantitative. All information provided in brief was strictly drawn from the hotel industry, even where not explicitly stated. Surveys cited were performed on large sample sizes spanning more than 44 states in America. In general, hotel employees are warm, empathetic people with a mean annual salary of $23,310-$44,340.

Competencies and Traits

  • The highest rated competencies include effective conflict resolution, ability to predict changes in working conditions, knowledge of fundamental business ethics, proficiency in spoken and written English, speech clarity, ability to analyze customers mood, ability to understand the emotional state of others, tolerance, stress resistance, honesty, integrity, conscientiousness, and warmth.
  • Other top hotel staff competencies include dedication, cultural awareness, multitasking ability, positive attitude, emotional intelligence, tech-savviness, complex problem solving and mathematical reasoning, creativity, and people management skills.
  • Hotel staff are teachable, curious, polite, deferential, empathetic, and overall hard workers.


  • Hotel employers are advised to provide adequate support for their employees in terms of emotional support, health insurance policies, and frequent employee incentives and bonuses; these assure employees of their value in the organization. To confirm this, 79% of hotel staff appreciate communication from senior staff, 80% value support from co-workers, 83.4% look forward to better compensations, and 83% anticipate health incentives.
  • Compensation is among the chief concerns for hotel employees, up to 70% of them are unsatisfied with their earnings; non-financial bonuses are also important to them.
  • Hotel employees, like other humans, desire progress and promotions which engender more productivity. About 83.6% of hotel staff like commendation and promotion.
  • Many hotel employees are thoroughly motivated, 74.8% never give up even during tough times, 74% can work for long hours, 71.6% feel very energetic at work, and 66.4% look forward to going to work every morning.
  • Up to 70% are dedicated to their jobs. Of which 75.6% are proud of their jobs, 73.4% find their jobs useful, 71% are enthusiastic about their jobs, and 67.2% find their jobs challenging.
  • More than 53 % of hotel staff find it difficult to abstract themselves from work, 73% are deeply involved in their work, 72.2% are happy when fully engaged, and 72.2% feel that time moves faster when they work.
  • Research shows that happy hotel employees are 31% more productive than others, three times more creative, and can increase the hotel’s profitability by 12%. Unhappy employees, on the other hand, are 10% less productive. Also, an effective engagement culture makes hotels have 24% less turnover.

Personality Types, Attitudes, and Behaviors

  • Extraversion is a vital personality type among hotel staff. It engenders assertiveness, sociability, and positive emotionality. Studies have confirmed the role of expressive personality in the hotel service quality and customer satisfaction. On the other hand, neurotic personality types are not suitable for such jobs. In general, hotel staff are trained rational thinkers with mild and stable moods.
  • More than 50% of front desk personnel in hotels have a 35-40 hour work schedule. Desk clerks are relatively resilient, quiet, and orderly, as they work long hours in serene lobbies, where they are mostly in uniforms. They are also relatively strong because they are sometimes required to lift heavy objects.
  • Results from a survey show that hotel employees have average relaxation behaviors. In the survey, relaxation results had a Comparative Factor Loading of 0.58 out of which 0.65 represented those that engaged in relaxing activities, and 0.63 had particular leisure time. Mastery experiences had a Comparative Factor Loading of 0.81. Out of this, 0.94 represented those that looked for intellectual challenges and 0.7 enjoyed challenges. Also, 63% of hotel employees are disconnected from their jobs.
  • The Comparatory Factor Loading for work-life balance was 0.75, for those who decided their daily schedule, 0.77, and 0.74 for those confident in the quality of their work-life balance.

Other Insights on Hotel Employees

  • Statistics show that 47.354% of hotel workers are female, and 30-41% are from ethnic minorities. An average hotel worker gets up to $23,310-$44,340 a year. It is estimated that 85% of the hotel staff are paid hourly.
  • A survey showed that hotel employees rank their supervisors, 50% transformational leaders, 49% transactional leaders, 33.8% passive, and 29.6% laissez-faire. Also, an average of 47.6% reported drawing intellectual stimulation from their supervisors and 52% inspirational motivation.

Research Strategy

Identifying current statistics on motivations, competences, personality types, and traits demanded thorough and exhaustive research, leveraging industry reports, surveys, research articles, and other reputable publications. Current industry reports from trusted market research platforms (such as MarketWatch and PR Newswire) were more focused on the hospitality industry in general, and customer satisfaction reports chaired those on the hotel sector. Press releases and articles on trusted hotel insights platforms such as TripAdvisor, Hotel Management, and Hotel Speak concentrated on the qualitative analysis of critical traits and competencies. Most of the quantitative data were obtained from academic research surveys and studies. Several statistics were given as averages of values ranging from 0-5; in such cases, these values were converted to percentages. For instance:Supervisors were ranked transformational leaders on an average of 2.50 out of 5 points, which gives (2.5/5 *100 = 50%) 50%.

Glenn is the Lead Operations Research Analyst at The Digital Momentum with experience in research, statistical data analysis and interview techniques. A holder of degree in Economics. A true specialist in quantitative and qualitative research.


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