The Crystal Generation in Hospitality: Challenges and Solutions for Finding Talent
Article #2 of the "Reserved for Leaders" series: A section by Zeus Rivas Martín for Estepona Info, covering thought leadership, strategy, and hospitality development on the Costa del Sol.
In recent years, especially after the pandemic, many of us in the hospitality industry have noticed a profound shift in the profile of workers. What was once driven by passion, commitment, and ambition has now often turned into apathy, unrealistic expectations, or a troubling inability to handle pressure. This isn’t about generalizing or attacking an entire generation, but it is crucial to take a hard look at the challenges we face in finding and retaining solid, responsible employees who are eager to grow within our businesses.
We call this new reality—not without some irony—the "crystal generation." Because many new workers break easily, can't handle the pace, reject authority, and abandon ship at the first setback. But is it solely their fault? Or also a system that hasn't adapted well to generational change? Here we break down the five main problems we've identified when hiring hospitality staff—and more importantly, propose concrete solutions for each.
1. Misinformation about the worker: Hiring blindly is risky
One of the most common hiring mistakes is rushing in without truly knowing who we're bringing onto our team. Many resumes are full of clichés, overstated skills, or even false information. In hospitality—where trust and efficiency are everything—this can be costly.
Solution:
Before hiring, gather as much information as possible about the candidate. Start with an in-person interview (not by phone or text). Observe how they communicate, react, and carry themselves. Test their claimed skills: if they say they can handle trays smoothly, have them demonstrate it. If they claim to work well under pressure, simulate a high-pressure scenario.
Checking public social media profiles (especially for leadership roles) is increasingly common and advisable—not as an invasion of privacy but to verify if their lifestyle, ethics, and attitude align with company values.
Hiring well isn’t luck; it’s strategy. The more we know about a candidate, the better our decision.
2. Lack of motivation: Without clear horizons, no one moves forward
Another major issue is unmotivated workers. Many young hires arrive with no clear vision for their future, no interest in growth, or no willingness to commit long-term. They see only the paycheck at month’s end—a daily obstacle in our demanding industry.
Solution:
The key is providing tangible, achievable motivation. From day one, show them their potential career path within the company. Create a professional growth plan with clear milestones and realistic goals. If they know hard work can lead to promotions or better conditions, they’ll engage more deeply.
Offer performance-based bonuses too—letting them earn more by achieving specific targets. Meritocracy remains a powerful motivator when applied fairly and transparently.
A motivated employee doesn’t just perform better; they become a company ambassador, radiating positive energy and inspiring their team.
3. Structured hierarchy: Everyone must know who’s who
Organizational chaos kills productivity. When roles blur, when everyone gives orders but no one follows them, when responsibilities overlap or go undefined—teamwork collapses into disarray. In hospitality, where precision matters like choreography, this can’t be tolerated.
Solution:
Implement a clear, visible org chart where everyone knows their direct supervisor, assigned tasks, and who to approach for guidance or conflict resolution.
For every new hire, conduct a quick briefing introducing key team members and explaining the hierarchy plainly. This prevents confusion, fosters respect for leadership, and smooths integration.
A team with clear structure is an efficient team—and here, clarity equals respect and professionalism.
«Advertise info here 👇🏻👇🏻👇🏻👇🏻»
4. Active Training in Hospitality: Talent is Built, Not Always Born Ready
Not all good workers come with impressive resumes. Many arrive with little prior experience but possess valuable human qualities: punctuality, eagerness to learn, a positive attitude, respect, and initiative. Often, these traits are worth more than ten diplomas.
How do we fix this?
We must implement internal and external training systems that allow these workers to grow. Offer hands-on training, guide them through their first steps, correct mistakes without humiliation, and celebrate their progress.
Additionally, organizing external workshops or inviting experienced professionals for talks or demonstrations can elevate the team’s overall skill level and motivate everyone to improve.
By investing in active training, we turn inexperienced individuals into true professionals—and build a more loyal and capable team.
5. Working Under Pressure: Emotional Fragility and Lack of Resilience
Perhaps the most concerning issue is the low tolerance for pressure. Many new workers crumble at the first harsh comment, tough day, or criticism—they quit, shut down, or break down. Hence the term "glass generation": fragile, hypersensitive, lacking resilience.
In hospitality, stress spikes are normal—demanding schedules, impatient customers, fast-paced environments. We can’t afford employees who can’t handle this.
How do we fix this?
First, be transparent from the start: clarify workloads, expectations, and peak hours—no false promises or sugarcoating. This way, workers know what they’re signing up for and can decide if they’re ready.
Second, foster open but firm communication. Address issues at the end of shifts—face-to-face, respectfully but directly—without letting tensions fester or conflicts linger. Work problems stay at work; personal problems stay at home.
It also helps to monitor the team’s emotional well-being, spot signs of chronic stress, and offer targeted support—without coddling. The job is demanding; emotional maturity must be part of the professional profile.
Conclusion: Adapt Without Surrendering
Yes, times have changed. Yes, today’s youth are different. But blaming them solves nothing. As employers and leaders, we must adapt without abandoning core values: responsibility, respect, perseverance, and commitment.
The "glass generation" isn’t unbreakable—nor irredeemable. With rigorous hiring processes, active training clear motivation structures we can mold them into a generation of talent We just need to look beyond stereotypes build bridges between who they are what we need
Hospitality isn’t an easy job but it can be a great school of life It’s on us to lead by example shape tomorrow’s teams.