Executive Search Success Story: Building the HR Leadership Team Behind an Expanding Hospitality Group
How JRG Partners delivered a confidential, multi-role HR leadership search for a hospitality and tourism organization scaling across destinations.
Engagement Snapshot
| Client | Leading hospitality & tourism organization (name withheld) |
| Industry | Hospitality & tourism — human resources leadership |
| Geography | Orlando, Las Vegas, Miami, Nashville, New York, Los Angeles, Toronto, Vancouver, London |
| Engagement | Confidential retained search — multi-role HR leadership mandate |
| Role(s) searched | CHRO, VP HR, VP Talent Acquisition, VP Organizational Development, VP Employee Experience, directors of talent and L&D |
| Talent assessed | Comprehensive market map across hospitality HR leadership |
| Timeline | 24-month mandate — mission-critical roles filled within 12 months |
The Challenge
A leading hospitality and tourism organization faced significant workforce and leadership challenges as it expanded across destinations and services. After acquiring properties, expanding its resort portfolio, and growing international operations, the company needed an HR leadership team that could support growth while protecting the guest experience. Executive leadership identified several human-capital pressures:
- Persistent labor shortages across hospitality operations
- High turnover in guest-facing and operational roles
- Intensifying competition for hospitality leadership talent
- Workforce planning challenges during seasonal demand swings
- Integration of employees and cultures following acquisitions
- A need for stronger engagement and retention programs
The board and executive leadership determined that several HR hires would be required over a 24-month horizon, covering Chief Human Resources Officer, VP Human Resources, VP Talent Acquisition, VP Organizational Development, VP Employee Experience, and directors of talent management and learning & development. The company needed a partner with deep hospitality expertise and access to senior HR executives.
Why They Chose JRG Partners
After evaluating several search firms, the client chose JRG Partners for four reasons.
Deep hospitality, tourism & HR specialization
Our dedicated practices span hospitality, tourism, hotels, resorts, travel services, entertainment, customer experience, and HR leadership.
Real access to passive HR talent
The strongest HR leaders in hospitality are running people strategy at global brands and operators. We used industry relationships and market intelligence to reach executives unavailable through conventional channels.
Confidential search execution
With succession and restructuring in play, we protected workforce stability, guest-service continuity, and reputation.
Global talent reach
The searches spanned major hospitality and tourism markets across North America and Europe.
The Search Strategy
Phase 1: Needs Analysis
Our consultants partnered with the CEO, board members, and operations leaders to define business transformation objectives, property integration challenges, labor models, and service quality goals. We created candidate success profiles reflecting the scale and operational requirements of the organization.
Phase 2: Market Mapping
JRG Partners executed a market mapping strategy across hotels, resorts, cruise lines, entertainment organizations, travel companies, and service-oriented businesses to find leaders with deep corporate and property-level experience.
Phase 3: Direct Recruitment
Using a research-driven approach, our consultants engaged professionals with demonstrated success in:
- Talent acquisition optimization
- Labor scheduling and workforce planning
- Employee retention and engagement
- Post-merger cultural integration
- Organizational development and L&D
- Multi-market compliance and labor relations
Phase 4: Evaluation and Presentation
Candidates were assessed for strategic business advisory skills, operational capability, leadership effectiveness, service orientation, and cultural fit. Final profiles were delivered with thorough assessment reports.
Results Delivered
JRG Partners completed all mission-critical roles within 12 months of the 24-month mandate, placing an aligned HR leadership team at the core of the mandate.
- HR leadership team strengthened: Mission-critical roles were filled with executives carrying direct hospitality and tourism expertise.
- Improved talent acquisition: Targeted strategies improved hiring across hotel operations, guest services, food & beverage, and corporate functions.
- Reduced turnover: Engagement programs, career development, and retention strategies improved stability across properties.
- Elevated guest experience: HR partnered with operations to strengthen service culture, training, and guest satisfaction.
- Enhanced leadership development: New succession and development programs strengthened management pipelines across operations.
- Board confidence restored: Succession risk was reduced through strategic hiring and stronger human-capital management.
Building an HR Leadership Team for Hospitality Growth?
JRG Partners helps hospitality companies, hotel groups, and resort operators attract and retain HR executives who build strong cultures and drive retention. Connect with our search team to discuss your mandate.