If you’ve ever hired someone with a perfect CV who didn’t quite click with your guests or your space—you’re not alone.
In hospitality, where human interaction is everything, hiring the right person isn’t just about skills or experience. It’s about personality, attitude, and heart.
After decades in this industry, I’ve learned this the hard way: You can train someone to carry three plates. You can teach them how to use the POS. But you cannot teach them to care.
Hospitality Is Human
Hospitality is a people business. It lives and dies by how your guests feel. That means the most important thing to look for when hiring isn’t technical knowledge—it’s how someone connects with others.
You want people who:
- Genuinely enjoy serving others
- Stay calm under pressure
- Can read a room without being told
- Know how to smile with their eyes, not just their mouth
That kind of energy can’t be faked—and it can’t be taught. It’s part of who they are.
Don’t Just Read the CV. Read the Person.
It’s easy to be impressed by a polished resume or confident interview answers. But what matters even more is the intention behind why they applied in the first place.
Did they take time to learn about your restaurant, café, or bar? Did they look at your menu, your values, your style, or your story?
Or did they just show up, focused only on what they want—money, hours, or a step toward something else?
When someone walks in already curious about who you are—not just what the job can offer them—it tells you they care. They’re not just looking for a job; they’re looking to be part of something.
And that tells you more about their character than any interview question ever could.
One Great Person Is Worth More Than Three Average Ones
Hiring someone just to “fill a gap” can cost you far more than taking the time to find the right fit. One person with the right mindset can shift the energy of your whole space. They connect. They inspire. They grow.
That’s who you want. That’s who builds your business from the inside out.
Final Thought
In hospitality, people are the product as much as the food, the drinks, or the décor.
So when it comes to hiring, don’t just look at the CV. Look at the person. Watch how they approach the opportunity. Notice what they noticed about you. Feel their energy.
Because when you hire people with heart, everything else can be taught. And everything in your business starts to rise.
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