In the hospitality industry, the front-facing roles often get all the glory: concierges greeting guests with warm smiles, front desk agents ensuring smooth check-ins, and servers delivering memorable dining experiences. Yet, behind the scenes, there’s an essential team working tirelessly to bring those experiences to life—the back-of-house staff. This group, including room attendants, maintenance workers, kitchen staff, and laundry teams, works quietly in the background, ensuring that every stay is memorable, every meal perfect, and every space pristine.

The hospitality industry thrives on diversity. From hotel management to culinary arts, housekeeping, and guest services, this dynamic field brings together professionals from all walks of life. But what makes hospitality truly special is how this diversity translates into creativity and innovation.

Many hotel leaders who switched to direct hiring for entry-level employees hoped for better control over their workforce, but the expected benefits often haven’t materialized. Instead of seeing improvements, some have faced declines in key performance areas like productivity, guest satisfaction, and employee turnover. The costs associated with training, overtime, and managing employee relations have increased as well.