WASHINGTON – Hotels’ efforts including higher pay and a broadening range of benefits have improved staffing levels over the past year, but nearly two-thirds (65%) of surveyed hotels continue to report shortages, according to a recent survey conducted by the American Hotel & Lodging Association (AHLA) and AHLA Gold Partner Hireology.

While American hotels have largely recovered from the pandemic, hotel employment is still nearly 10% below pre-pandemic staffing levels. The hospitality sector is committed to attracting and retaining talent, investing in workforce development, and creating good jobs for millions of Americans, and we are working hard in Washington to ensure we have a policy environment that supports these efforts. AHLA President & CEO Rosanna Maietta

Hotels have focused on rebuilding the hospitality workforce since the pandemic. Incentives such as higher pay, flexible working hours and providing hotel discounts, along with participating in job fairs and advertising, lowered the percentage of hotels reporting staffing shortages from 76% in May 2024 to 65% at year-end. Among the hotels surveyed, 9% described themselves as “severely understaffed,” down from 13% in May 2024.

The hospitality industry faces a dual challenge: staffing shortages, particularly in key roles like housekeeping and front desk, coupled with the need to retain existing talent. While wage increases and other efforts by hoteliers are positive steps, we must prioritize career mobility and create clear paths for advancement to truly attract and retain the workforce we need. Adam Robinson, Hireology Co-Founder & CEO

More than seven in 10 of the hotels surveyed (71%) said they had job openings they were unable to fill despite active searches. On average, hotels are trying to fill six to seven open positions per property.

The most mentioned shortages were in housekeeping (38%), followed by front desk roles (26%). Hotels also reported having difficulty finding workers for culinary positions (14%) and maintenance roles (13%).

Hotels’ most frequently reported strategy for attracting and retaining workers was offering higher wages (47%). Approximately one-fifth of the surveyed hotels (20%) said they were offering flexible working hours, while 13% reported providing hotel discounts, and 9% participate in job fairs and advertising.

Career opportunities as strong or better than ever, say most hoteliers

A strong majority of those surveyed (72%) said they believe that career opportunities in hospitality are better than ever or at the same levels since the pandemic.

AHLA continues to advocate for policies and legislative changes that expand opportunities for the workforce. Additionally, the AHLA Foundation administers workforce development initiatives to help hotels fill open jobs and raise awareness of the industry’s 200+ career pathways. These include the Hospitality Sector Registered Apprenticeship program, a partnership with the National Restaurant Association Educational Foundation funded by the U.S. Department of Labor, and the Empowering Youth Program, which recruits young adults for entry-level hotel positions and works with community-based organizations to empower them with training, tools, and support that will lead to permanent careers in hospitality.

Methodology: AHLA’s Front Desk Feedback survey of 282 hoteliers was conducted in partnership with AHLA Gold Partner Hireology between December 6, 2024 and January 3, 2025.

About the American Hotel & Lodging Association (AHLA)

The American Hotel & Lodging Association (AHLA) is the largest hotel association in America, representing more than 30,000 members from all segments of the industry nationwide – including iconic global brands, 80% of all franchised hotels, and the 16 largest hotel companies in the U.S. Headquartered in Washington, D.C., AHLA focuses on strategic advocacy, communications support, and workforce development programs to move the industry forward. Learn more at www.ahla.com.