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From day one, I knew I’d be juggling multiple roles. The reality of a small boutique hotel is that there are no specialized positions. With just nine rooms, everyone does a bit of everything—front desk, housekeeping, and even breakfast service.
When I took over and inherited the team—all two of them—it wasn’t about taking charge; it was about earning their trust and proving I was in it together with them. So, I jumped in and did housekeeping myself. It took me an hour just to turn down one suite. That’s when I knew I needed more help.
I tried outsourcing, but it was pricey and hit-or-miss. And while hospitality grads have great skills, they usually want more specialized roles.
Then I got lucky.
One day, a young woman named Deborah dropped by, asking if we had a housekeeping position available. She was a natural fit for the role—her family owned a cleaning business, so she knew the ropes. Shortly after, her sister Naomi joined, and I had my powerhouse duo, who, with a bit of upskilling, easily stepped into multiple roles.
They quickly became my core team.
Over time, I brought on a few more flexible team members. One standout was Niels, a student eager for experience. He jumped into everything—from check-ins to running our gin and tonic bar. He soon became an indispensable part of the team.
Today, Niels is the Market Head of RoomRaccoon South Africa, but I still remember when he was running around with us, learning the ropes. As he puts it:
“Working at The Bliss was an incredible experience. I gained hands-on experience in many aspects of hotel operations, from front-end to back-end. It’s where my passion for hospitality truly began. I especially enjoyed wearing the formal suits—they perfectly matched the elegant vibe of the hotel.”
Niels Verspui (left) and another team member looking sharp in The Bliss’ staff attire.
Building my dream team wasn’t about having a large staff complement; it was about finding the right people, nurturing their strengths, and creating a culture of support and growth. With just a few dedicated individuals, we built something special.
8 lessons from hiring, mishiring, and training hotel staff:
- Hire for attitude, train for skill: Your staff is the face of your hotel. Choose people who reflect your values; you can always teach the rest. I focused on soft skills like humility, drive, and a genuine love for making people smile.
- Don’t skimp on your housekeeping team: They’re the backbone of the guest experience, and a highly efficient team with attention to detail makes all the difference.
- Make training fun: Wherever possible, make training engaging. I turned housekeeping practice into a game with a 6-minute bed-making challenge—an approach that significantly sped up room downturns.
- Hands-on learning: Encourage your team members to try new tasks; you might uncover hidden strengths. Naomi, for instance, turned out to have a talent for numbers and soon took on bookkeeping. Learning by doing is key.
- Tap into interns: Interns and students are versatile and eager to learn—perfect for independent hotels where staff wear multiple hats. They gain valuable experience while helping cover staffing needs at a lower cost.
- Listen to your team—they know the guests best: A team member’s idea to start a gin and tonic bar wasn’t a big money-maker, but it became a guest favorite and earned us 5-star feedback.
The gin and tonic bar catered to both hotel guests and street walk-ins.
- Simplify processes: During high staff turnover, I learned the value of streamlining operations. Simplified processes reduce mistakes and make training quicker, even with frequent new hires.
- Embrace automation: Staff shortages are a reality in hospitality, but technology, like a hotel PMS, can bridge the gap. While a strong core team is essential, automation helps staff work more efficiently, reduces errors, and enhances service with features like online check-ins and digital keys—making guest stays more flexible and personalized.
