Q: George, the hospitality industry is built on people. From your perspective, what is the biggest hiring challenge today?
George Dfouni: You’re right, hospitality lives and dies by the people on the ground. The real challenge for companies today is figuring out who to bring on board. Do you invest in a college graduate who has the latest training and big ambitions? Or do you hire someone with years of hands-on experience who knows the business inside and out? Both bring value, but in very different ways.
Q: Let us start with college graduates. What do they bring to the table?
George Dfouni: Graduates come out of hospitality programs full of energy, ideas, and theory. They’ve studied case studies on big brands, they’ve learned revenue management, guest psychology, sustainability—things you don’t always pick up on the job. They’re also very tuned in to new technology and digital transformation, which are critical today. The upside is, they’re hungry to learn and they’re flexible. If you want to build a pipeline of future leaders, grads are often the best bet. The downside? They may not be ready for the messy, unpredictable reality of the business.
Q: And what about seasoned professionals—those who have been in the industry for years?
George Dfouni: They’re the backbone of hospitality. These are the people who can handle pressure with grace. A bartender who memorizes twenty drink orders. A housekeeper who flips a room in twenty minutes while still noticing the tiny details. A concierge who has soothed every kind of guest meltdown imaginable. They don’t need months of training. They’re productive from day one. But sometimes they resist change. And not every experienced worker wants—or is equipped—for leadership roles that involve budgets, strategy, or managing large teams.
Q: So which is better—degrees or experience?
George Dfouni: Honestly, it’s not about one being “better.” The industry needs both. When you put them together, that’s when you see the magic. For example, imagine a hotel launching a new loyalty app. The graduate, with their fresh marketing ideas, might lead the initiative. But the experienced front-desk agent will point out, “Here’s what guests actually ask about when they check in.” The result? An app that’s both innovative and practical.
Q: If you are advising hospitality companies, what should they ask themselves when hiring?
George Dfouni: Three simple questions. First, what’s the role? If you need someone guest-facing and effective right now, go with experience. If you’re looking at leadership or long-term growth, consider a graduate. Second, what’s the culture? Is your company fast-moving and innovative? Grads often fit better. Is it built on tradition and consistency? Veterans are key. Third, what’s the vision? Are you solving today’s staffing shortage, or are you building a leadership team for the next ten years?
Q: At the end of the day, does the guest even notice?
George Dfouni: That’s the most important point. Guests don’t care what’s written on an employee’s résumé. They care about how they feel—whether they’re seen, welcomed, and cared for. So for companies, the goal shouldn’t be choosing one or the other. It’s about creating teams where education fuels growth and experience keeps things grounded.
Q: Final thoughts—if you had to sum it up in one line?
George Dfouni: The graduate brings ambition and ideas, the experienced professional brings wisdom and resilience. Put them together, and you’ve got the recipe for lasting success in hospitality.
