Why hospitality employees are a different breed!

There’s something special about people who work in hospitality. It’s not just their ability to carry three plates while smiling at an impatient guest. It’s something deeper that you don’t find in every industry.

• They don’t just do a job; they perform it - every shift is a live show where the audience expects seamless service, warmth, and just the right amount of magic.

• They make people feel seen without intruding, helped without hovering, and valued without it feeling transactional.

• They don’t just provide a service; they create an experience, anticipate needs before they’re voiced, and turn routine interactions into memorable moments.

• They juggle details, emotions, and expectations with a level of grace that most industries don’t require at such intensity.

• It’s a profession where resilience meets refinement, where every day is unpredictable, and where success is measured not just in efficiency but in how someone feels when they walk away.

• They make it look effortless, but behind the scenes? It’s a craft, a mindset, and a relentless commitment to excellence.

Despite all these unconventional job extras, there are a lot of misconceptions and unfair practices still ruling the industry today.

Here are the common myths and still broken mindsets:

🚫 “It’s just an easy, low-skill job.”

Try handling a fully booked hotel during peak season, solving a guest’s “emergency” (which may or may not involve their room being too quiet), all while remembering 10 different dietary restrictions. Hospitality requires emotional intelligence, problem-solving, adaptability, and the ability to stay cool under pressure. Not exactly low-skill, is it?

🎭 “They’re always happy and love serving people.”

Sure, hospitality employees are experts at making people feel special, but that doesn’t mean they don’t have bad days. Just because someone delivers impeccable service doesn’t mean they’re not exhausted, dealing with a difficult guest, or running on their third cup of coffee. The difference is that while in the back-office and other less exposed jobs we may have the freedom of a resting face or true emotion expression, guest-facing colleagues do not have this option! They put on that smile or availability. Because these are standards not optional.

🏖️ “Working in a hotel/restaurant/resort is like being on vacation.”

Spoiler alert: They’re not the ones on vacation. That stunning beach view? They rarely have time to actually see it. The gourmet food? They probably grabbed a snack from the cafeteria in between handling five different guest requests.

💰 “They make tons of money from tips.”

Not every hospitality employee works in a tipping-based role, and even those who do aren’t necessarily raking in cash. Tips vary wildly, and in some places, they’re not enough to compensate for the unpredictable hours, high stress, and emotional labor that come with the job.

🏃 “They just take orders and follow instructions.”

If only! Hospitality is all about spontaneous decision and micro-decision making. Employees have to make judgment calls constantly: whether it’s upgrading a guest’s room, resolving a complaint, or figuring out how to get that table ready in 30 seconds flat. There’s a lot of decision-making happening behind that polished smile.

While the industry thrives on great service, the people delivering it are sometimes undervalued, overworked, and underappreciated.

Here are some mindsets that need to change:

⏳ Endless hours, minimal respect

Long shifts, unpredictable schedules, and back-to-back doubles, without overtime pay in many cases. Many hospitality employees work 10-12 hours a day, often without proper breaks, because “așa e în domeniu.” Just because it’s common doesn’t mean it’s acceptable.

💰 Low pay, high expectations

Despite handling demanding guests, last-minute crises, and high-pressure environments, hospitality salaries in Romania are often below what the workload justifies. Tips? Not always reliable. Yet employees are expected to provide five-star service on a two-star paycheck.

🎓 “Anyone can do this job” Mentality

There’s a persistent belief that hospitality isn’t a real career, just a temporary gig. This mindset leads to a lack of proper training, little investment in employees’ growth, and a revolving door of staff who feel like they’re easily replaceable.

📢 Verbal abuse = “Customer Service”

Many employees are expected to put up with rude or even abusive guests because the client is always right. Except, the client isn’t always right, especially when they’re shouting, insulting, or demanding impossible things. In some cases, managers reinforce this toxic dynamic instead of protecting their staff.

🚀 No growth opportunities

Many employees enter the industry full of energy and ambition, only to realize there’s no clear path forward. Promotions are often based on favoritism, who has been there the longest or take for ever to materialize. Training programs are limited, and many talented people leave because they don’t see a future in the field.

🔄 Toxic leadership & poor work culture

Many hospitality businesses still operate under outdated, authoritarian management styles where employees are told, not taught. The focus is on “getting the job done” rather than creating a positive workplace culture. A demotivated team leads to bad service, which leads to bad reviews, which leads to… well, you get the idea.

So, what’s the fix?

It starts from the inside.

Hospitality businesses that invest in their people, through proper training, fair pay, respect, and a strong service culture, will always win. Employees who feel valued will treat guests better, stay longer, and contribute more.

If you’re a leader who wants to build a team that thrives, I can help. It’s time to stop hoping for the best and start planning for it. Let’s create a hospitality culture where employees want to stay, grow, and deliver five-star experiences, because they’re treated like five-star professionals.

If your hospitality team is running on autopilot, struggling with engagement, or just needs a mindset shift, I can help.

Service excellence starts from the inside and I know how to bring out the best in your people so they can turn good intentions into exceptional experiences.

I help businesses that love their customers deliver a 5-star experience by prioritizing the employees and turning them into service superheroes (cape not included) !

Let's Talk!