Every hotel has a vision, purpose and set of values posted somewhere on the wall. The real challenge? Bringing those words to life so they shape behavior, strengthen engagement and improve results.
Creating a strong culture is about intentional design and consistent follow-through. Here are my top ways hotel leaders can ensure their culture becomes something employees feel and live every day.
1. Write Your Own Story
When organizations experience change, such a merger, rebrand or leadership transition, it’s tempting to hire outside consultants to define who you are. But culture that sticks comes from within. When people help write the story, they’re more likely to live it.
Gather a cross-section of leaders and associates to define what makes your brand of hospitality unique. Your vision, purpose and values should be simple enough for anyone to remember and strong enough to guide every decision, from hiring to guest service recovery.
2. Design Culture—Don’t Leave It to Chance
Culture happens whether you plan it or not. The key is to design it intentionally.
Consider creating a “Culture Playbook” or similar guide that translates lofty ideals into daily practices. Include topics like hiring for values alignment, what onboarding looks like when it’s rooted in culture, how leaders should model values and ways to celebrate milestones and small wins.
3. Recognize and Celebrate Often
Culture gains traction when people feel seen. Consistent recognition programs, both formal and spontaneous, signal what matters most.
Simple initiatives like digital “high-fives,” shoutouts during shift huddles or storytelling in newsletters can amplify connection and pride. Some hotels use internal systems to capture moments of recognition that later feed into performance reviews. Others create playful, surprise-style awards for associates who go above and beyond.
4. Put Your Money Where Your Mouth Is
If you truly value your people, show it through action and investment.
This might mean funding associate relief programs, dedicating resources for professional development or providing bonus budgets tied to service excellence. Small financial gestures, like letting a property invest its “Hotel of the Year” winnings back into team experiences, speak volumes about priorities.
5. Measure What Matters
Track key indicators such as employee Net Promoter Score, turnover rate, learning participation, recognition frequency and engagement survey results. Compare them against operational metrics like GOP or guest satisfaction scores.
When culture and performance data move in tandem, you’ll know your efforts are paying off.
6. Make It Everyone’s Job
Culture thrives when every area, front desk to kitchen, has ownership.
Many hotels find success creating local “culture committees” or ambassador programs. These teams keep initiatives visible, fresh and authentic to each property’s personality.
Final Thought: Be Intentional
The best hospitality cultures don’t happen by accident. They’re built one behavior, one recognition and one conversation at a time.
Whether you have a large corporate structure or a single boutique property, being intentional about your culture will always pay dividends. Because at the end of the day, culture is simply the sum of how your people show up.
About the Author
Calvin J. Banks, Jr. is the senior vice president of People Development and Culture at Pyramid Global Hospitality. He is an active member and a past president of the Council of Hotel and Restaurant Trainers (CHART).
This article was originally published in the January edition of Hotel Management magazine. Subscribe here.