The hospitality industry is faced with an urgent task to rethink how best to attract and retain employees.

When a home-sharing host’s initial interactions with guests reflect a personal touch, the trust established fortifies the relationship in the event of later service failures.

Observations of employees and customers in the service environment can positively impact customers’ understanding of a brand.

When hospitality employees look and play the part, customers and potential employees get a better sense of the brand.

Employee voices can be critical to improving an organization. But underlying motivations of employees could render their contributions meaningless at best, or harmful at worst.