In the world of service, leaders often inherit a team and manage it with the best of intentions. However, there’s a critical difference between managing an existing team and actively crafting the team that will drive your business to extraordinary results. Leadership demands aligning your team with your business vision, values, and the skills necessary to tackle the ever-evolving challenges of the hospitality industry.

The distinction between these approaches is stark: one paves the way for growth, while the other risks stagnation. Building a truly transformative team requires strategic thinking and fostering an environment where each individual’s strengths align with the organization’s goals.

Many leaders feel limited by their current team or the roles already filled, often defaulting to managing what exists rather than designing for what’s needed. In hospitality, this is especially vital—teams must be agile, empathetic, and aligned with the organization’s overarching strategy.

When you evaluate your team, do you see individuals who will drive your service standards forward, or do you only notice gaps that need filling? Success in team building lies in intentionally hiring talent that not only fills gaps but also grows alongside the company and contributes to its long-term objectives.

As a service leader, you must recognize that hiring is not just about filling vacancies but about finding individuals who will align with the shared purpose, mission, and culture of your organization.

Key Factors to Consider in Team Building:

• Cultural Fit: Ensure the candidate’s values and behaviours reflect the ethos of your brand.

• Skills Alignment: Assess whether they bring the expertise your team needs, be it operational savvy, creative problem-solving, or leadership potential.

• Emotional Intelligence: In hospitality, EQ is as crucial as technical skills. Can they handle high-pressure situations, empathize with guests, and resolve conflicts effectively?

Key Insight

The team you build should be tailored to the future of your business. Focus on shaping the team your hotel or resort will need next, not just the one it requires today.

Examples

Example 1:

A luxury resort identified an opportunity in the rising demand for sustainable tourism. They brought in professionals with expertise in eco-friendly initiatives, including chefs focused on sustainable menus and green-certified event planners. This strategic move elevated the resort’s appeal, attracting a new segment of eco-conscious travellers.
For everyone else on their team, they developed workshops to create awareness and behavioural change. 

Example 2:

A hotel chain proactively invested in technology-focused hires, such as app developers and automation specialists, to modernize their guest experience. This strategic pivot attracted tech-savvy travellers and streamlined operational efficiency, redefining their service delivery.

One Actionable Step

Before your next hiring round, step back and map out the skill set your team will need in the next 3–5 years. Then, evaluate your current team for gaps. Are there skills missing that could transform your service delivery? Is there untapped potential in your current team members that could be developed to meet these needs?

Adopt a forward-thinking approach—build the team for the future, not just the present.

How to Build the Team for the Future

Step 1: Define Your Business Vision and Future Needs

• Clarify Goals: Write down your key business objectives for the next 3–5 years (e.g., increasing occupancy, adopting sustainable practices, improving guest satisfaction scores, expanding F&B offerings, growing market share, launching in new geographies etc).

• Anticipate Industry Trends: Research trends impacting your segment of hospitality, such as technological advancements, guest preferences, sustainability, or competition. Almost everyone has to work with OTAs today, but the ones who saw it before the competition had an advantage for a fair bit.  Here’s one for me: Tribes, Communities, Groups.  Think of your guests in terms of cohorts, and create services around that model.

• Identify Future Skills: Based on your vision and trends, create a list of skills your team will need to achieve those goals. Examples include expertise in sustainability, data analytics for operations, or high EQ for customer service excellence.

Step 2: Assess Your Current Team

• Inventory Skills: Conduct a skills audit of your current team. Ask team members to share their current skill sets, strengths, and areas they’d like to develop. Use tools like self-assessment surveys or one-on-one conversations or 360o feedback sessions.

• Evaluate Performance: Review performance metrics, feedback, and manager evaluations to identify team members who exceed, meet, or fall short of expectations.

• Spot Gaps: Compare the future skills list (from Step 1) with the skills audit. Highlight gaps or weaknesses in areas critical to your future goals.

• Identify Potential: Look for employees who show promise but need coaching or development to step into new roles.

Step 3: Prioritize Hiring Needs

• Create a Roles Wish list: Develop a list of roles or expertise that will fill the identified gaps. Examples might include a sustainability officer, a digital marketing specialist, or an F&B revenue strategist.

• Rank by Impact: Prioritize which roles will have the most immediate impact on your goals.

Step 4: Develop an Internal Growth Plan

• Upskilling Current Employees: Identify team members who could take on more advanced roles with proper training.

• Create development plans tailored to these employees.

• Leverage programs like Eclat NextStep™ to nurture high-potential employees.

• Establish Mentorship Opportunities: Pair skilled employees with less experienced team members to foster growth and knowledge sharing.

How Éclat Hospitality Can Help

At Éclat Hospitality, we understand that building a team for the future requires more than just filling vacancies—it’s about finding individuals who will shape the trajectory of your business. Here’s how we can assist:

Eclat ExecSearch™: We deliver premium head-hunting services for executive and managerial hospitality talent, focusing on cultural alignment, strategic fit, and long-term success. Through our tailored recruitment service, we connect you with the right talent to align with your business strategy. Whether you’re looking to add sustainability experts, tech-forward professionals, or emotionally intelligent leaders, we ensure you find candidates ready to drive future success.

Eclat NextStep™ Coaching: For current team members with untapped potential, our coaching programs can prepare them for greater responsibilities, bridging existing gaps and positioning them as future leaders.

Get In Touch:
Prabhjot Bedi
+91 9872000604
p.bedi@eclathospitality.com