“We’re Picky” Why Quality Still Wins in Hospitality Staffing

By John Steigerwald, Director of Service, Central Region, Xclusive Services

I’ve been involved with all kinds of staffing, including hospitality, for more than 15 years. If there’s one thing I’ve learned, it’s that it’s easy to send people to a job but much harder to send the right people.

That’s why, when people ask what sets us apart, my answer is pretty simple. We’re picky.

Not All Experience Is the Same

A resume might say someone has six months or a year of experience. But in hospitality, that doesn’t always tell you what you need to know.

The difference for us is that our recruiters and hiring managers have actually worked in the industry. They’ve been in the front office. They’ve worked back of house. They’ve done food and beverage. They’ve turned rooms.

So when they’re interviewing candidates, they’re not just checking boxes. They know what questions to ask. They know what real experience looks like. And they can tell when someone is ready to step into a role and when they’re not.

That matters, especially when our clients are expecting people who can contribute right away.

It’s Not Just About Saying Yes

In hospitality, there’s a natural instinct to say yes to everything. A client needs 25 stewards tomorrow, and the first reaction is to make it happen no matter what.

We still say yes. But as in improv comedy the answer might be “Yes, and…” because we explain what that looks like.

Maybe we can provide 10 people we’ve worked with for months who we know are excellent. The other 15 might be newer. That doesn’t mean they won’t do a good job, but it does mean we need to work together, set expectations, and get feedback so we can keep improving.

That kind of honesty builds stronger partnerships. It turns the relationship into something collaborative instead of transactional. Hotels build brand value with their guests through consistent and superior delivery of great stays and experiences over the long term. We view our partnerships with hotels through that same lens.

And partnerships versus transactional relationships aren’t easy. It’s an investment and requires true dedication. It’s nothing for our area manager to take phone calls at nine, 10 o’clock at night or five in the morning to get ready for a shift or to handle finding replacements. 

Training Doesn’t Stop at Placement

Another thing we focus on is what happens after someone gets placed.

If we’re sending someone to a new property and they don’t fully understand its brand standards yet, we don’t just drop them off, pat them on the back, and hope for the best. Our managers will show up on day one. They’ll work alongside them, reinforce expectations, and make sure things are done the right way.

That extra step makes a huge difference. It helps the worker succeed and it gives the client confidence that we’re invested in the outcome, not just the placement.

First Impressions Aren’t Everything

There’s a lot of talk about how quickly people make decisions in interviews. And first impressions do matter. But I’ve learned over time that they’re not everything.

Some people are nervous. Some are new to the industry. Some of us just aren’t great at interviews. If you only rely on that first impression, you’re going to miss out on a lot of good people.

Part of being good at hiring is knowing when to dive deeper and give someone a chance. Experienced hiring managers, like those here at Xclusive, are very adept at looking beyond the nerves to uncover potential.

Quality Builds on Itself

When you consistently place strong workers, something interesting happens. Those workers tend to know other strong workers. Referrals improve and the overall quality of your talent pool goes up while it goes deeper. And over time, clients start to notice.

We’ve seen situations where we’re not providing the highest number of workers on a shift, but the people we do provide end up taking on leadership roles. They become the ones others rely on.

That’s when you know you’re doing something right.

So What Does “Picky” Really Mean?

Being picky isn’t about turning people away. It’s about caring enough to get it right.

It’s about understanding what the client actually needs, not just what they asked for. It’s about sending people who can do the job well, not just fill the schedule. And it’s about staying involved until you know the work is being done the way it should be.

In this business, anyone can send able-bodied people. The goal is to send the right people who are up to the job and dedicated to delivering great service.