I will say something that might not be popular with everyone in recruiting or leadership.
I prefer a candidate with an amazing attitude, genuine excitement about the opportunity, and a natural ability to connect with people over someone with the perfect resume but absolutely no personality or enthusiasm. Almost every time!
Don’t get me wrong. Experience matters. Skills matter. And there are certainly positions where specific expertise is non-negotiable.
But after spending my career in both operations and human resources (or Team Member Services, as we call it today), I have learned that the most impressive resume does not always translate into the most impressive team member.
I have interviewed candidates who checked every box on paper. The experience, credentials, and career progression were all there.
But the excitement? Missing.
The connection? Missing.
Then I met candidates whose resumes were not quite as polished, but WOW, did they bring the energy!
They were engaged, curious, excited about the opportunity, and genuinely interested in being part of something.
Those are the candidates who get me excited!
You Can Train for the Brand. You Cannot Manufacture Passion.
Every company has its own standards, systems, and expectations. Those things can be taught.
We can teach someone our service standards, technology, and operational processes.
But teaching someone to genuinely care about the guest standing in front of them. To take pride in their work. To want to make a difference.
That is a whole different challenge.
Especially in hospitality, where our guests do not know what someone’s resume looks like. They know how that person made them feel and the impression they left on them.
And that is the brand coming to life.
Stop Hiring Only for Experience. Start Hiring for Potential.
We talk constantly about developing talent, building leadership pipelines, and creating growth opportunities.
But are we actually giving people those opportunities? Or are we expecting every candidate to walk through the door already knowing everything?
Some of the strongest team members and leaders I have worked with were not necessarily the most experienced when they started.
They were the ones who wanted to learn, accepted feedback, took ownership, and genuinely cared about their teammates and results.
They did not have all the answers, but they were willing to figure them out.
And as leaders, it’s our responsibility to give them the training, coaching, and opportunities to succeed.
Culture Starts with Who We Hire.
Every person we bring into an organization has the ability to strengthen the culture or work against it.
When we hire people who are excited to be there, who genuinely enjoy helping others, and who want to contribute and grow, that energy becomes contagious.
And let’s not confuse attitude with being the loudest or most outgoing person in the room. Some of the best team members are quiet, thoughtful, and reserved.
It’s not about being an extrovert. It’s about being genuine, caring about the work, and having the right mindset.
My Bottom Line.
Hire for attitude. Develop for capability. Train for the brand.
Do not lower your standards. Rethink what those standards should include.
Experience tells us what someone has done. Attitude, curiosity, and potential give us a glimpse of what someone could become.
Because at the end of the day, a brand is not brought to life by a resume.
It is brought to life by the people who show up every day and genuinely care about making a difference.
And I will take that kind of person almost every time!
Want to learn how Brittain Resorts & Hotels creates experiences that turn guests into lifelong advocates? Connect with us to explore our guest-centric management approach.