Why Staff Shortage is Still a Problem for 8 out of 10 Hotels

The hotel industry operates in a dynamic landscape where staff shortages remain a significant challenge. According to a recent survey by the American Hotel & Lodging Association (AHLA), 79% of hoteliers reported experiencing a staff shortage, with 22% facing severe scarcity. Other AHLA data and industry reports suggest the problem is widespread—nearly 90% of U.S. hotels have reported staffing challenges, and the industry lost nearly 400,000 jobs between February 2020 and August 2022, leaving over 115,000 positions unfilled.

Housekeeping is the most critically understaffed department: 43% of hotels identify housekeeping roles as their top hiring priority.

This article explores the causes of persistent staff shortages and outlines strategies hotels can use to attract, retain, and develop hospitality talent.

The struggle to attract talent

The COVID-19 pandemic caused mass layoffs and furloughs in hospitality—about 70% of U.S. hotel staff experienced job cuts or leave—which prompted many workers to reassess careers and seek roles offering better pay, flexibility, or work-life balance (e.g., retail, e-commerce, warehousing). As a result, many employees left the industry and have not returned.

Causes of staff shortages

Recognizing and retaining skilled hospitality workers is essential. Historically, the industry treated many roles as replaceable and underinvested in retention. Today, exceptional hospitality workers are scarce and valuable. Key causes of shortages include:

Flexibility concerns

• Hospitality operates 24/7, with late-night and early-morning shifts that limit schedule flexibility.
• Surveys suggest unsociable hours contribute to roughly 54% of staffing shortfalls.
• Offering innovative scheduling and flexible arrangements can help attract employees seeking better work-life balance.

Lack of recognition

• Insufficient acknowledgment of employee contributions drives turnover.
• An Achievers.com survey found 55% of employees planning to switch jobs cited lack of recognition as a primary reason.
• Implementing recognition programs and a culture of appreciation can improve retention.

Stressful work environments

• Hospitality workers face frequent interpersonal tensions and operational stressors.
  • Conflicts or arguments occur on roughly 23% of workdays.
  • Work overloads from equipment failures or operational issues affect about 20% of workdays.
• Strategies to reduce stress include better communication, workload planning, and employee support systems.

Limited growth opportunities

• Rigid hierarchies and limited lateral movement leave many employees feeling stagnant.
• Creating clear career paths, internal mobility, and development opportunities helps employees envision long-term careers within the organization.

Strategies to navigate staff shortages

Addressing labor shortages requires a comprehensive approach: invest in new talent, retain existing employees, and use technology to improve efficiency.

Become an attractive employer

With the talent market favoring employees, hotels should build a strong employer brand and values-driven culture. Tips include:

• Pay competitive salaries that reflect employee value.
• Offer incentives and rewards programs.
• Foster teamwork and collaboration.
• Actively solicit and act on employee feedback.
• Promote job satisfaction through a positive work environment.
• Maintain fair expectations and ensure adequate staffing to prevent burnout.

Strategic job advertising

Advertise vacancies where potential candidates will see them:

• Local press (newspapers, magazines)
• Online job sites (HCareers, Indeed, ZipRecruiter, Craigslist)
• Specialized hospitality job boards and trade publications
• Open days and on-site recruitment events
• Physical ads in venue windows and local community spaces
• Local Facebook groups and social media channels

Provide clear, detailed job descriptions that highlight responsibilities, benefits, and the advantages of working for your hotel.

Invest in employee development

Offer comprehensive development and management programs to grow loyalty and skills:

• Training and upskilling opportunities
• Financial incentives for skill development
• Flexible scheduling and extended vacation benefits for long-serving staff
• Regular feedback sessions and career-planning conversations Tailor development plans to individual aspirations to show commitment to employee growth.

Manage customer expectations

High guest expectations make it important to communicate transparently during staffing shortages:

• Inform guests about potential service limitations via website, direct messages, or at check-in.
• Encourage advance bookings for services (restaurants, spas) to reduce disappointment.
• Set realistic expectations to maintain guest satisfaction and reputation.

Harness automation and technology

Adopt tools that streamline operations and reduce the burden on small teams:

• Automation can handle repetitive tasks (e.g., room inspections, administrative workflows), freeing staff for guest-facing work.
• Technology adoption has been critical for many businesses—roughly 87% reported new tech was crucial in recent years.
• Use digital tools to improve communication, scheduling, and task management without replacing the human element of hospitality.

Technology solution example: HelloShift

HelloShift is a digital platform designed to help hotels move from manual or walkie-talkie operations to a unified digital workspace. Key capabilities include:

• Real-time team messaging and notifications for efficient communication
• Housekeeping management and scheduling
• Guest messaging and pre-checkin via text
• Task management for streamlined operations

By improving communication and automating routine tasks, platforms like HelloShift can help hotels better attract and retain staff, improve productivity, and maintain service quality during staffing shortages.

Conclusion

Staff shortages remain a major issue for hotels, particularly in housekeeping. To overcome these challenges, hotels must:

• Improve workplace flexibility and recognition
• Reduce stressors and increase career development opportunities
• Advertise strategically and invest in employee growth
• Manage guest expectations proactively
• Leverage technology to automate repetitive tasks and improve communication

Combining people-focused strategies with modern digital tools can help hotels attract, retain, and empower the next generation of hospitality professionals.

Move beyond walkie-talkies and paper checklists. HelloShift brings housekeeping, guest messaging, AI call answering, and task management into one platform—streamlining operations for hotels of all sizes.

Ready to transform your hotel? Get started in 5 minutes with our free trial, or schedule a demo to see HelloShift in action at a property like yours.