Rethinking Recruitment in Hospitality: How Centralized Staffing Balances Speed and Fit

Michelle Currier SHRM-CP, CDM, CFPP, Sr. Director, Human Resources, CCL Hospitality Group

Michelle Currier is a dynamic HR and operations leader with extensive experience in the hospitality industry, driving organizational success through strategic people management, emotional intelligence, and collaboration.

Towards a Meaningful Work Environment

When I moved from operations to Human Resources more than 11 years ago, it was with one goal in mind: to create meaningful work environments where people could thrive. I’ve always believed that when we take care of our people, we also take care of our guests—and in hospitality, that connection is immediate and visible. Seeing the impact of satisfied, engaged employees on the experience we deliver every day is what continues to motivate me.

That passion drives the work we do at CCL Hospitality Group, where we’ve implemented a centralized staffing model that is transforming how we recruit.

Why Centralized Staffing?

In a traditional decentralized model, individual departments handle recruitment on their own, often resulting in uneven processes, inconsistent candidate experiences, and delayed hiring. Our centralized staffing team manages all hiring processes across the organization, streamlining recruitment and freeing operators to focus on what they do best—serving residents and running great operations.

This approach ensures that every candidate is evaluated against the same standards and criteria, while our team serves as a concierge for managers and candidates alike. From pipeline management to onboarding support, we’re delivering a consistent, best-in-class experience for everyone involved.

Quality and Speed Without Compromise

One common misconception is that centralization is only about efficiency. For us, it’s just as much about quality. Our team leverages behavioral interviews, situational judgment tests, and cultural fit assessments to ensure we’re bringing in individuals who not only have the skills but also the right mindset to succeed. Many of our recruiters come from operational backgrounds, which allows them to screen for both technical ability and the “can-do” attitude that hospitality demands.

Centralized staffing is not just a hiring solution, it’s a business strategy that drives performance, strengthens culture, and helps hospitality organizations stay competitive in a changing talent landscape

The results speak for themselves: our time-to-fill has decreased from more than 15 days to under 8 days across the enterprise, with some accounts filling roles in as little as 24 hours. And those hires are sticking—our collaboration with the retention team ensures that any location experiencing turnover receives additional support to keep engagement high.

Impact Beyond the Numbers

The operational benefits have been significant. As of FY25 Q3, we’ve saved more than $750,000 in overtime and temp labor costs thanks to faster, more effective hiring. But what matters most to me is the feedback we get from the field: operators and leaders who tell us how seamless, professional, and supportive the process feels. That feedback confirms we’re creating real value and strengthening partnerships.

Insights for Hospitality Leadership

For hospitality leaders grappling with high turnover or long time-to-hire, I recommend starting with your employer brand and employee experience. People want to feel proud of where they work and see a clear path for growth. Investing in development, using data to identify hiring bottlenecks, and streamlining recruitment processes can have a dramatic impact on both hiring outcomes and retention.

Future of Front-Line Hospitality

The future of frontline hospitality hiring will bring even more integration of technology, from AI sourcing to automated scheduling, but the human element will remain irreplaceable. Our goal is to be at the forefront of this evolution—leveraging technology to free up time for what matters most: connecting with candidates, listening to their needs, and ensuring every hire is a great fit.

At its best, centralized staffing is not just a hiring solution, it’s a business strategy that drives performance, strengthens culture, and helps hospitality organizations stay competitive in a changing talent landscape.