Top 10 Hotel Staff Positions and Responsibilities + Hiring Best Practices for 2025
A hotel's success depends on the caliber of its team.
Recent studies underscore this by revealing that staff service achieves the highest satisfaction scores among all guest experience factors.
At the same time, research indicates that hotel employees often perceive guests to be more satisfied than they actually are. This highlights potential gaps in service delivery and guest experience.
In this blog, we’ll delve into the top ten hotel staff positions, detailing their responsibilities and offering insights into hiring best practices.
By understanding these roles and implementing strategic hiring processes, hotels can build teams that exceed guest expectations and drive long-term success.
Let’s begin.
P.S: If you need expert guidance on recruitment strategies tailored to the hospitality industry, visit Alpha Apex Group.
Hotel Industry in 2025 - Overview
The global hospitality industry continues to show remarkable resilience and growth.
The sector expanded from $4.39 trillion in 2022 to $4.9 trillion in 2024.
Projections indicate that by 2027, the market will reach approximately $5.8 trillion, driven by infrastructure development and a rising demand for personalized and unique experiences.
Regionally, North America's hotel market was projected to reach $650 billion in 2024, propelled by strong demand in major urban centers.
Europe's market was expected to achieve $900 billion in 2024, supported by high tourist arrivals and major events like the Paris Olympics.
In the Asia-Pacific region, forecasts pointed to an $800 billion market size, fueled by heightened travel activity in countries like China and Japan.
Key performance indicators also show positive trends.
Occupancy rates remain strong at 67% in the U.S. and 73% in Europe.
Luxury Revenue Per Available Room (RevPAR) is projected to rise by 2.9% in 2025, up 25 basis points from the previous forecast.
In 2024, demand grew for two-thirds of luxury hotels. And this trend is expected to persist into 2025.
These statistics highlight the need for smarter staffing to meet evolving guest expectations.
What Are Key Hotel Positions
Here’s a structured table outlining key hotel positions within the main hotel departments:
| Department | Key Positions | Primary Responsibilities |
|---|---|---|
| Front Office | Front Manager, Desk Agent, Concierge, Guest Relations Manager | Greeting guests, managing reservations, handling guest inquiries, ensuring smooth check-ins and check-outs. |
| Housekeeping | Housekeeping Manager, Housekeeping Staff, Laundry Attendant | Maintaining cleanliness, managing linen and supplies, and ensuring guest rooms meet quality standards. |
| Food & Beverage | Executive Chef, Head Chef, Kitchen Staff, Beverage Staff, Restaurant Manager | Overseeing culinary operations, ensuring food safety standards, managing stock levels, and delivering culinary delights. |
| Sales & Marketing | Marketing Coordinator, Sales Manager, Revenue Manager | Driving customer outreach, developing marketing strategies, maximizing occupancy rates, and improving financial performance. |
| Operations & Management | Hotel Manager, Assistant Manager, Department Heads, Event Manager, Human Resources Manager | Overseeing daily operations, ensuring efficient operations, managing employee relations, and optimizing guest satisfaction. |
| Security & Maintenance | Safety Manager, Maintenance Staff | Ensuring a secure environment, managing building upkeep, and maintaining safety standards. |
Understanding these key hotel roles provides a solid foundation that brings us to the next section:
Top 10 Hotel Staff Positions and Their Responsibilities
Let’s take a closer look at the top 10 hotel staff positions and what each role entails:
1. General Manager / Hotel Manager
A Hotel General Manager (GM) oversees all aspects of hotel operations, including guest services, financial management, and staff leadership.
They are responsible for the hotel's overall success and profitability and make strategic decisions that impact all departments.
Hotel manager average annual salary in the United States: $90,500, with most professionals earning between $80,600 and $100,800.
2. Front Office Manager / Receptionist / Night Auditor
A Front Office Manager oversees the reception area and ensures efficient operations and exceptional guest experiences.
Responsibilities include supervising desk staff, managing reservations, addressing guest inquiries, and maintaining quality service standards.
Front office manager average annual salary in the United States: $71,663, with typical ranges between $54,604 and $78,368.
3. Housekeeping Manager / Executive Housekeeper
A Housekeeping Manager, also known as an Executive Housekeeper, manages the cleanliness and maintenance of a hotel. He/she ensures guest rooms and public areas meet high standards.
“A guest could enjoy the most amazing steak and a lovely check-in… but if there is a hair in the sink, [they] will likely not return. This is why Housekeeping is the backbone of our hotel.” - Erin Crowell, VP of Talent, The Lenox Hotel
Responsibilities include managing housekeeping staff, scheduling shifts, conducting inspections, and maintaining inventory of cleaning supplies.
Housekeeping manager average annual salary in the United States: $76,708, with most earning between $65,641 and $83,829.
4. Executive Chef
An Executive Chef leads the culinary operations. Their responsibilities include menu creation, kitchen management, and maintaining food quality.
They supervise kitchen staff, food preparation, and ensure compliance with safety standards.
Executive chef average annual salary in the United States: $85,354, typically ranging from $80,292 to $96,301.
5. Sales & Marketing Manager
A Sales and Marketing Manager in the hotel industry develops and implements strategies to increase occupancy rates and enhance revenue.
Responsibilities include identifying target markets, managing promotional activities, and building relationships with clients to promote the hotel's services.
Sales and marketing manager average annual salary in the United States: $111,856, typically ranging from $98,800 to $124,642.
6. Human Resources Manager
A Human Resources (HR) Manager in a hotel oversees recruitment, training, employee relations, and compliance with labor laws.
They ensure the hotel attracts and retains qualified candidates. They also promote a positive workplace culture and enhance employee engagement.
Human resource manager average annual salary in the United States: $86,139, with most earning between $69,000 and $100,000.
7. Maintenance Manager / Engineering Manager
A Maintenance Manager, also known as an Engineering Manager, manages the upkeep of a hotel's facilities. They ensure all systems function properly and meet safety standards.
Duties include developing maintenance schedules, conducting inspections, coordinating repairs, and supervising maintenance staff.
Maintenance manager average annual salary in the United States: $116,125, with most earning between $100,509 and $130,796.
8. Concierge (and Bellhop/Porter)
A concierge enhances guest satisfaction by arranging services such as dining reservations, transportation, and local activities to ensure a memorable stay.
Bellhops, also known as porters, assist guests with luggage, guide them to their rooms, and provide information about hotel amenities.
Concierge average annual salary in the United States: $33,870, with the top 10% earning up to $52,490.
9. Security Staff
Hotel security staff are responsible for maintaining a safe environment for guests and employees.
Their duties include patrolling the premises, monitoring surveillance systems, controlling access points, and responding to emergencies.
Security staff average annual salary in the United States: $30,807, with typical ranges between $23,000 and $40,000.
10. Event Manager
An Event Manager orchestrates events such as conferences, weddings, and corporate meetings within a hotel.
They collaborate with clients to understand their needs, coordinate with various departments, manage budgets, and ensure seamless execution.
Event manager average annual salary in the United States: $100,248, with most earning between $88,757 and $116,420.
Important note: Salaries vary based on factors like location, hotel size, and individual experience.
Hiring Best Practices for Hotel Staff
After exploring the top hotel staff positions, let’s now turn to the hiring best practices that ensure a top-performing team:
1. Define Competencies and Develop Detailed Job Descriptions
Start by outlining the core competencies required for each hotel job title.
This includes both technical abilities and interpersonal skills relevant to the role.
“The most important skills in HR hospitality these days include those that support a sense of service and hospitality, such as being guest-oriented, friendly, reliable, empathetic, quick-thinking, resourceful and being good at problem solving." - Rachel Russell, Hilton’s senior vice president of HR operations.
Use detailed job descriptions to clarify expectations, performance metrics, and team dynamics.
For example, a desk employee should be evaluated on conflict resolution, guest interaction, and system proficiency.
Pro tip: Align job descriptions with your hotel's guest expectations and service model. If your property emphasizes high-touch concierge service, prioritize soft skills like adaptability and emotional intelligence during screening, even above direct experience.
2. Use Multiple Recruitment Channels
To attract a diverse and qualified pool of candidates, it's effective to employ multiple recruitment channels.
Engage with professional networks like LinkedIn for targeted outreach.
Leverage social media platforms such as Instagram, TikTok and Facebook to showcase your hotel's culture and connect with potential candidates.
Additionally, consider specialized hospitality recruitment platforms like Hcareers and Hospitality Online to find industry-specific professionals.
Moreover, implementing an employee referral program can also tap into your current staff's networks, potentially reducing hiring time and costs.
Pro tip: If internal reach fails to deliver the results, you can partner with specialized hospitality recruitment agencies like Alpha Apex Group to source pre-vetted candidates who match both the role and your service culture.
3. Implement Structured and Competency-Based Interview Processes
A structured interview process improves consistency and reduces hiring bias.
Focus on behavioral questions that explore past actions in relevant settings.
Add role-specific scenarios, like managing a late check-in during peak hours, to test decision-making under pressure.
For service roles, include short skills assessments or work simulations to evaluate communication, speed, and judgment.
This approach filters potential employees based on performance, not personality alone.
Pro tip: Record and score interviews using a standardized rubric. This allows hiring managers to compare candidates objectively and spot patterns tied to long-term employee performance.
4. Offer an Engaging Onboarding and Training Program
An engaging onboarding and training program significantly enhances employee retention and performance.
Companies with structured onboarding processes experience a 69% higher retention rate among new hires.
Additionally, organizations with strong onboarding practices report a 70% improvement in new employee productivity.
Implementing comprehensive training during onboarding ensures employees understand their roles and responsibilities, which in turn, leads to increased job satisfaction and reduced turnover.
Pro tip: Assign mentors to new hires during onboarding. This helps promote a supportive environment, accelerate integration, and enhance job satisfaction.
5. Focus on Employee Retention Strategies
Retention starts with offering more than a paycheck.
Competitive compensation, clear career paths, and benefits tied to employee preferences reduce turnover rate and burnout.
Beyond compensation, promoting a supportive environment is just as important.
Recognition programs, feedback loops, and transparent policies help maintain morale and strengthen loyalty.
When employees see growth opportunities and feel heard, they’re far more likely to stay.
In the long run, high retention leads to smoother operations and ultimately, better guest satisfaction across all departments.
Pro tip: Track exit interview data quarterly to identify retention trends, then adjust your internal policies before patterns turn into turnover.
Build a Stronger Hotel Team with Smarter Hiring
Hiring top hotel staff means knowing what each role brings to the table and how to match the right person to it.
From your front office to the back kitchen, each function affects your guests’ experience and your bottom line.
Use the role breakdowns above to refine how you define positions, where you recruit, and how you screen candidates.
Then apply structured interviews, practical skill checks, and role-specific onboarding to filter fast and retain longer.
That’s how you build a strong team that meets service standards and reduces churn across departments.
Want to take your recruitment efforts even further? Here are the Top 12 Hospitality Recruiters to help you secure the best talent for your hotel.
Frequently Asked Questions
What are the most important hotel staff positions and their responsibilities?
The pivotal roles in a hotel include General Managers, who oversee all hotel operations; Front Office Managers, who ensure smooth guest check-ins and quality service; Executive Chefs, who lead kitchen operations; Housekeeping Managers, who are responsible for cleanliness and room standards; and Sales and Marketing Managers, who drive occupancy and revenue.
How do hotels hire and retain top hospitality talent?
Hotels attract and retain top talent by using structured interviews tied to performance data and aligning hiring with company culture and guest expectations. They also support career growth through ongoing training and clear internal mobility opportunities.
What are the best hiring practices for building a strong hotel team?
Define clear competencies for each role and use multiple sourcing channels to reach qualified candidates. Standardize the interview process with role-based assessments to evaluate both soft and hard skills effectively.
How can hotels reduce employee turnover and improve staff retention?
Hotels can reduce turnover and improve retention by tracking employee preferences and responding quickly to feedback. Investing in mentorship, providing clear growth opportunities for current employees, and consistently recognizing performance all contribute to a more engaged and loyal team.
What skills and qualifications should hotels look for when recruiting staff?
Hotels should balance interpersonal skills with operational expertise. While prior experience is valuable, qualities like service excellence, cultural fit, and sound judgment under pressure are often even more important.