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Labor has always been at the heart of hospitality and today, it’s also one of its greatest challenges. Rising wages, worker shortages, and shifting employee expectations are reshaping the way hotels and resorts operate. For owners, the question isn’t just how to staff properties, but how to build a model that balances cost efficiency with guest satisfaction.
At Brittain Resorts & Hotels (BRH), we believe the answer isn’t to fight against these changes but to navigate them strategically. Here are five ways hotels can overcome labor challenges while protecting both profitability and the guest experience.
Build and Retain a Loyal Core Team
Overdependence on contract labor is a common and costly trap. Contract staff can fill temporary gaps, but heavy reliance erodes culture and drives up expenses.
The solution: invest in recruiting, training, and retention programs that build a loyal employee base. When staff feel valued and supported, turnover drops, consistency improves, and guests feel the difference.
Use Technology to Reduce Labor Dependency
Not every guest interaction requires a human touch. Tools like pre-check-in software, mobile keys, and SMS-based guest communication platforms (like BRH’s use of Ivy) streamline operations while freeing staff to focus on high-value service.
By automating standardized tasks, resorts can scale labor more efficiently and protect profitability without sacrificing service.
Cross-Training for Flexibility
Rigid job descriptions create bottlenecks. Cross-training employees to handle multiple responsibilities increases flexibility during peak periods, reduces downtime, and helps staff feel more engaged.
A front desk associate who can assist with reservations or guest messaging, for example, becomes more valuable both to the property and to their own career development.
Aligning Labor with Demand Through Data
Guesswork in scheduling is expensive. Data-driven staffing models powered by business intelligence and demand forecasting help resorts align labor with occupancy, seasonality, and guest behavior.
This reduces overstaffing in slow periods and understaffing in peak times, improving both efficiency and guest satisfaction.
Culture as a Competitive Advantage
Hospitality is a people-first business, and that applies to employees as much as guests. Properties that foster a culture of respect, recognition, and career development find it easier to attract and keep talent.
At BRH, we view culture not as a perk but as a competitive advantage. A motivated team delivers better service, which fuels repeat business and, ultimately, asset value.
The Bottom Line
Labor challenges in hospitality aren’t going away. But they can be navigated with the right mix of loyalty-building, technology, flexibility, data, and culture.
At Brittain Resorts & Hotels, we’ve built our model around these principles ensuring our properties deliver consistent guest service while keeping labor costs in check.
Want to learn how BRH balances labor efficiency with exceptional guest service? Connect with us to explore management solutions that protect both margins and experiences.