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Mike Stover serves as Corporate Director of Talent & Culture for PCH Hotels & Resorts based in Mobile, AL. PCH Hotels has a portfolio of properties across Alabama and employs over 2,000 during the peak summer season. PCH Hotels was recognized in 2023 as one of the Best Companies to Work For in Alabama and the only hospitality company to make the list.
The hospitality industry is at a critical juncture. As it contends with post-pandemic recovery, labor shortages and shifting guest expectations, traditional hiring practices are no longer sufficient. Historically, the industry has favored candidates with direct hospitality experience, but this approach is increasingly restrictive in today’s competitive landscape. To thrive in the future, hospitality HR and talent acquisition professionals must widen their search, actively recruiting candidates from other sectors. This strategy not only brings fresh perspectives into the industry but provides valuable career transition opportunities for individuals in high-stress fields such as healthcare, education and retail, allowing them to leverage their skills in a more rewarding environment.
Frontline Roles as Natural Transition Opportunities
Frontline roles in hotels—such as guest services, event operations and food and beverage operations—are ideal for professionals transitioning from fields like healthcare, education and retail. These positions require a combination of technical and interpersonal skills, making them a natural fit for individuals experienced in managing patient interactions, classroom dynamics or customer service.
Healthcare workers, accustomed to high-pressure environments and strict protocols, bring an exceptional level of care and attention to detail. These skills are directly transferable to roles like guest services, where the ability to manage guest needs, handle complaints with empathy and ensure a seamless experience is paramount. For healthcare workers seeking to reduce the emotional demands of patient care, the hospitality industry offers a fulfilling alternative where they can continue to make a positive impact on people’s lives, albeit in a different context.
To thrive in the future, hospitality HR and talent acquisition professionals must widen their search, actively recruiting candidates from other sectors
Teachers are another group that can seamlessly transition into hospitality roles. Their experience in managing classrooms, engaging diverse groups and maintaining order under pressure is highly valuable in roles such as event coordination, guest relations or concierge services. Teachers are adept at anticipating needs, communicating effectively and creating structured, positive experiences—skills that directly translate to enhancing guest satisfaction in a hotel setting. For educators looking to step away from the classroom, hospitality allows them to apply their skills in a dynamic, guest-focused environment.
Retail professionals are well-versed in customer service, sales and managing high-volume interactions. Their ability to create positive shopping experiences, handle transactions efficiently and resolve customer issues aligns perfectly with the demands of hospitality. Roles like front desk agents, reservation specialists or sales and events can benefit from the sales acumen and customer engagement strategies honed in the retail sector. Retail workers seeking a change from the retail grind will find that hospitality offers a similarly fast-paced environment, but with a focus on creating memorable guest experiences rather than simply making a sale.
Reducing Stress While Utilizing Transferable Skills
One of the primary motivations for individuals from healthcare, education and retail sectors to seek career changes is the desire to reduce stress. The demanding nature of these fields—whether dealing with patient health, managing classrooms or meeting sales targets—can lead to burnout. In contrast, while hospitality is fast-paced and service-oriented, it offers a different kind of fulfillment, focusing on creating enjoyable experiences rather than managing critical health outcomes, educational goals or transactional sales quotas.
For professionals in these sectors, transitioning to hospitality offers the chance to continue positively impacting people’s lives, but in an environment where the emotional and physical demands can be less intense. Engaging with guests, solving problems and contributing to a welcoming atmosphere can provide a rewarding career without the heavy toll of their previous professions. While the hospitality industry is undoubtedly fast-paced, stressful and demanding at times, the focus on guest experience can be a welcome change from other industries with more consequential outcomes.
Overcoming Barriers to Non-Traditional Hires
Despite the clear benefits, targeting candidates from outside the hospitality industry for frontline roles is not without its challenges. Resistance to change within HR departments and from line managers can be a significant barrier. Concerns may arise that candidates from other industries will not understand the unique demands of hospitality or that they will struggle to adapt to the fast-paced, service-oriented environment.
To overcome these barriers, HR and talent acquisition professionals must be proactive in their approach. This includes educating hiring managers on the value of diverse experiences and the long-term benefits of bringing fresh perspectives. It also involves developing robust onboarding programs that help non-traditional hires acclimate to the industry and provide continuous training to bridge knowledge gaps.
Moreover, employers should consider partnering with educational institutions and industry associations to create tailored training programs for career switchers. Such initiatives can ease the transition for candidates and ensure they are equipped to succeed in their new roles.
The future of the hospitality industry depends on its ability to innovate, adapt and meet guests' evolving needs. By expanding the talent pool and recruiting from outside the traditional confines of the industry, hotels can tap into a wealth of knowledge and skills that will drive the industry forward. For many in high-stress fields, frontline roles in hospitality offer a promising path to a rewarding and less stressful career. It’s time for HR and talent acquisition professionals to embrace this opportunity and recognize the value that non-traditional candidates bring to the table.
