How to Hire for Attitude and Train for Skill

The Recruitment Trap

In hospitality, we often fall into the trap of hiring based purely on experience. We look for candidates who have worked at similar properties for a certain number of years. But while experience is valuable, it doesn't guarantee a service-oriented mindset.

What Does "Hiring for Attitude" Actually Mean?

Hiring for attitude means looking for innate traits that are incredibly difficult to teach: warmth, empathy, resilience, curiosity, and a genuine desire to care for others. You can teach someone how to use a POS system or how to check in a guest. You cannot easily teach someone to genuinely care that a guest had a long, stressful flight.

Interviewing for Attitude

To assess attitude, move away from standard interview questions like "What are your strengths?" Instead, use behavioral and situational questions:

• "Tell me about a time you had to deal with a deeply unhappy guest. How did it make you feel, and what did you do?"
• "Describe a time you went out of your way to help a colleague who was struggling."

The Role of Probation Periods

Use the probation period as a true evaluation of cultural fit. If a new hire has the right attitude but struggles with the technical aspects, invest more time in training. If they master the technical aspects but display a negative attitude, they are likely not the right fit for your team.

Building the Right Foundation

When you hire people who naturally want to serve and combine that with rigorous, high-quality skills training, you create an unstoppable team.

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