Why Some Hospitality Jobs Feel Completely Different Than Others (by Alejandra Figueroa)

If you have ever worked in a restaurant or hotel, you have probably had this thought at least once: “Why does this place feel so stressful compared to others?” It is the same industry, similar roles, and sometimes, depending on where you work. 

So, what actually makes the difference? From what I have seen, it almost always comes down to one thing: How employees are treated. 

During my time observing and interacting with different hospitality workplaces, one thing became really clear to me. Some businesses treat employees as replaceable, while others treat them as part of a team. And that difference shows up in everything, from how employees act to how customers feel when they walk in. 

One of the biggest differences I noticed was during the onboarding process. In one restaurant I am familiar with, new hires were expected to jump right in with little to no training. There was not much structure, and asking questions sometimes felt like a burden to others who were already busy. Not surprisingly, many employees didn’t stay long. It created a cycle in which new people kept coming in and out, and the overall environment felt stressful and disorganized. 

On the other hand, I have also seen a workplace that handled things very differently. New employees were guided step by step, given time to learn, and supported by both managers and coworkers. Instead of feeling overwhelmed, they felt prepared. Over time, this created a stronger team dynamic and a more positive work environment overall. 

This experience made me realize how important human resource (HR) management really is in hospitality. It is not just about hiring people; it is about creating an environment where they can succeed. 

One concept from class that really connects to this is employee engagement. When employees feel valued and supported, they are more motivated to do their jobs well. According to Gallup (2023), workplaces with higher employee engagement tend to have lower turnover and better performance. In hospitality, that directly impacts the guest experience. When employees are happy, it shows in their service. 

Another thing I have noticed is how feedback is given. In many places, managers only speak up when something goes wrong. This can make employees feel nervous or unappreciated. But in better-managed environments, feedback goes both ways. Employees are recognized for what they do well, and mistakes are treated as opportunities to improve instead of just problems to fix. 

Something else that stands out in hospitality is diversity. People from diverse backgrounds come together in a single workplace, which can be a huge strength if managed well. Inclusive environments, where employees feel respected and comfortable, often lead to better teamwork and performance (Roberson, 2019). When people feel like they belong, they are more likely to contribute and stay committed to their work. 

Technology is also becoming more common in HR, especially in scheduling and training. While it definitely helps with efficiency, it doesn’t replace the importance of human connection. A supportive manager or a positive team culture still makes the biggest difference in how employees feel at work. 

Looking back, the biggest lesson I have learned is that small HR decisions can have a huge impact. Training, communication, and simple recognition can completely change how a workplace feels. It is not always about big changes; it is about consistency and effort. 

As someone interested in hospitality, this really changed how I view the industry. In the future, I want to be part of a team that values its employees and understands that great service starts from within. Because at the end of the day, how employees are treated behind the scenes is exactly what customers experience on the surface. 

So here is something to think about: have you ever worked at, or even visited, a place where the employees seemed genuinely happy? What do you think made that difference? 

About the Author

Alejandra Figueroa is a Hospitality Management student with an emphasis in Food & Beverage and Events. Her passion for the industry began with a love for baking and a childhood dream of owning a bakery. She initially pursued Food Science but discovered her true interest through a professional cooking class, where she developed an appreciation for hospitality and creating experiences. Now, she focuses on combining creativity with event planning and service. In the future, she hopes to own a bakery while also working in organizing events such as concerts, conventions, and other memorable experiences that bring people together. 

Alejandra Figueroa submitted this essay as a course assignment to HRT 3500 Managing Human Resources in the Hospitality Industry at the Collins College of Hospitality Management, Cal Poly Pomona. 

References 

Gallup. (2023). State of the global workplace report. 
Roberson, Q. M. (2019). Diversity in the workplace: A review, synthesis, and future research agenda. Annual Review of Organizational Psychology and Organizational Behavior, 6, 69–88. 

Note

The first picture was downloaded from Advantage.ai.