Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Today’s guest experience hinges on genuine, personalized service, and many hospitality leaders should be turning to seasoned professionals to improve it. The wealth of life experience and skills that older workers bring can create warm, memorable interactions (and help expand your team).
According to AARP’s recent analysis of the U.S. Department of Labor’s in-demand job projections, the hospitality industry is seeing an influx of roles that are well-suited for older workers.
Out of the 25 jobs outlined in the AARP report, more than a quarter are in the hospitality sector. These positions not only address current labor shortages but also provide an opportunity for seasoned professionals to apply their experience to new career paths while supplementing their income.
Looking for unique ways to boost the guest experience? Tapping into the talent pool of mature workers can be a game-changer.
Older workers bring a depth of interpersonal skills, reliability, and a wealth of practice that translates into exceptional service. Below, we explore several roles from the AARP rundown that are especially relevant for the hospitality industry and how companies can harness the unique strengths of mature workers to elevate their service.
The role of a barista goes beyond just making coffee. It involves creating a warm and inviting environment where guests feel appreciated from the moment they enter.
Mature workers often excel in this role, bringing patience, attention to detail, and a genuine passion for service. Their ability to remember regulars’ preferences and engage in thoughtful conversation transforms a routine coffee run into a personalized bright spot in someone’s day.
Cashiers serve as the first line of interaction in many environments. Accuracy, efficiency, and a friendly demeanor are essential for ensuring that transactions run smoothly. Older workers, who often have decades of experience in customer-facing roles, bring a level of precision and calm under pressure that is particularly valuable during busy periods. Their familiarity with money management and customer interaction helps create a seamless experience that leaves guests feeling well cared for.
A strong customer service department is the backbone of most operations. In this role, representatives address concerns, answer questions, and resolve issues, acting as the primary point of contact for guests. Mature workers can thrive in this capacity because their life experiences equip them with empathy, active listening skills, and the ability to de-escalate conflicts gracefully. Their seasoned perspective often leads to creative solutions.
Flight attendants are responsible for ensuring passenger safety and comfort, blending technical proficiency with exceptional customer care. Older workers can bring a composed and reassuring presence to the skies. Their ability to handle unexpected situations with poise and offer personalized attention enhances the in-flight experience, making passengers feel safe and valued throughout their journey.
This position is about making first impressions count, from greeting guests warmly to managing reservations effectively. Mature workers’ evolved interpersonal skills and calm demeanor translate perfectly into the sometimes high-stress dining or service environment. Their ability to manage guest expectations and coordinate with the team makes them an asset during peak times.
Hotel desk clerks act as the gatekeepers of a guest’s stay, managing check-ins, check-outs, and any inquiries that arise during the visit. The presence of a mature worker in this role brings a level of professionalism and reliability that immediately reassures travelers.
Their extensive background in customer service allows them to handle unforeseen issues with tact and efficiency, ensuring that guests feel supported from the moment they arrive until the time they depart.
A welcoming smile, clear communication, and an organized approach are hallmarks of excellent reception service. Mature workers, with their wealth of experience, excel in managing diverse customer interactions. Their ability to multitask and understand the nuances of guest needs can leave a lasting positive impression, ensuring that the entire visit begins on the right note.
For older workers, these roles are more than just jobs — they’re opportunities to apply a lifetime of skills such as communication, problem-solving, and empathy.
Businesses can greatly benefit from integrating mature employees into their teams, offering flexible scheduling, targeted training, and roles that capitalize on these seasoned professionals’ strengths.
In doing so, companies enhance their guest service and build a diverse and resilient staff.
By recognizing the unique skills that older workers offer, it’s easier to bridge the gap between traditional service values and modern guest expectations. As the industry evolves in 2025 and beyond, seeking out the experience and dedication of mature professionals could be the key to delivering a truly exceptional guest experience.
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