Hiring employees in the industry has become more difficult in recent years as labor markets have tightened and competition has increased. The Horeca industry experiences a shortage of qualified professionals due to image problems and competition from other sectors .: attractiveness, commitment and retention of talent are key, together with creating work environments that not only publicly recognize, but also remain , individuality and self-expression, the value of the employee’s role and how it can have a positive impact on the customer experience.