Hotel Industry Making Progress on Staffing Challenges, But Significant Hurdles Remain
Despite concerted efforts to rebuild their workforces through higher wages and expanded benefits, nearly two-thirds of U.S. hotels are still grappling with staffing shortages, according to new research from the American Hotel & Lodging Association (AHLA) and Hireology. The findings reveal both progress and persistent challenges as the industry continues its post-pandemic recovery.
Staffing Shortages Improving But Still Significant
The latest Front Desk Feedback survey shows a modest improvement in hotel staffing levels over the second half of 2024. While 65 per cent of surveyed properties still report being understaffed, this represents an 11 percentage point improvement from the 76 per cent that reported shortages in May 2024.
“While American hotels have largely recovered from the pandemic, hotel employment is still nearly 10 per cent below pre-pandemic staffing levels,” notes AHLA President & CEO Rosanna Maietta. “The hospitality sector is committed to attracting and retaining talent, investing in workforce development, and creating good jobs for millions of Americans.”
The severity of staffing shortages has also decreased, with 9 per cent of hotels now describing themselves as “severely understaffed” compared to 13 per cent earlier in the year. However, the problem remains widespread, with 71 per cent of properties reporting they have active job openings they’ve been unable to fill despite ongoing recruitment efforts.
Key Department Shortages
Housekeeping continues to be the most challenging department to staff, with 38 per cent of hotels reporting shortages in this crucial operational area. Other significant staffing gaps include:
- Front desk positions (26 per cent)
- Culinary roles (14 per cent)
- Maintenance personnel (13 per cent)
On average, each property is attempting to fill six to seven open positions, highlighting the scale of the ongoing recruitment challenge facing the industry.
How Hotels Are Responding
Hotels are deploying various strategies to address their staffing needs:
- Higher wages (47 per cent of properties)
- Flexible working hours (20 per cent)
- Hotel discounts for employees (13 per cent)
- Participation in job fairs and increased advertising (9 per cent)
Adam Robinson, Hireology Co-Founder & CEO, points to a more fundamental need: “While wage increases and other efforts by hoteliers are positive steps, we must prioritize career mobility and create clear paths for advancement to truly attract and retain the workforce we need.”
Optimism About Career Opportunities
Despite ongoing staffing challenges, hotel operators remain optimistic about the long-term career prospects within the industry. A strong majority (72 per cent) believe that career opportunities in hospitality are either better than ever or at least on par with pre-pandemic levels.
This positive outlook suggests that hotel operators see current staffing challenges as temporary hurdles rather than permanent structural issues affecting the industry’s ability to attract talent.
Industry-Wide Solutions Through Advocacy and Programs
AHLA is taking a multi-faceted approach to address the industry’s labor needs:
- Policy Advocacy: Working in Washington to create a supportive policy environment for hospitality workforce development.
- Hospitality Sector Registered Apprenticeship Program: A partnership with the National Restaurant Association Educational Foundation, funded by the U.S. Department of Labor, to create formal apprenticeship pathways.
- Empowering Youth Program: Recruiting young adults for entry-level positions and providing training and support through community-based organizations to help them build permanent hospitality careers.
- Career Pathway Awareness: Raising awareness of the industry’s 200+ career pathways to attract new talent to the sector.
What This Means for Hospitality Operators
For hotel operators and other hospitality businesses, these findings underscore the need for comprehensive, long-term approaches to staffing. While short-term incentives like higher wages are necessary, creating clear career advancement opportunities and investing in training and development may be equally important for sustainable staffing solutions.
The data suggests that properties should:
- Review compensation packages regularly to remain competitive
- Consider creative scheduling options to offer flexibility
- Develop and promote clear career advancement paths
- Participate in industry-wide initiatives that promote hospitality careers
- Invest in training and development programs that support retention
As the industry continues to navigate the post-pandemic labor market, the properties that take a holistic approach to recruitment and retention are likely to gain a competitive advantage in securing the talent they need to deliver exceptional guest experiences.
*Methodology: AHLA’s Front Desk Feedback survey of 282 hoteliers was conducted in partnership with AHLA Gold Partner Hireology between December 6, 2024, and January 3, 2025.*
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