The Employee Experience Platform | Culture Amp

Hospitality (United States) 2020

The hospitality benchmark is made up of companies with large numbers of frontline, hourly service role employees. The benchmark consists of global and nationally based companies.

  • Emerging

    Benchmark status

We consider this an emerging benchmark: it has enough data available for us to use bootstrapping to create a representative sample. As the sample grows in size, some scores may slightly change. Our research has shown that our bootstrapped scores are consistent with our standard benchmarks. Read more about the methodology.

Data provided by Culture Amp

Industry breakdown

  • Hospitality


  • Leisure, Travel & Tourism


  • Events Services


Are employees committed to their organizations?

Engaged people are emotionally committed to their organization. These people stay at their organizations longer and are more productive and effective. Successful organizations have more engaged employees.

77% of Hospitality (United States) employees are engaged

This is in the top 7% compared with the overall average.

The average eNPS score for organizations in this benchmark is 35 and is in the top 4% compared with the overall average.

Understanding the engagement questions

Engagement is defined through these five industry-standard questions from Culture Amp’s engagement survey template.

[Company] motivates me to go beyond what I would in a similar role elsewhere


8% above global average

I see myself still working at [Company] in two years' time


7% above global average

I would recommend [Company] as a great place to work


6% above global average

I am proud to work for [Company]


4% above global average

I rarely think about looking for a job at another company


3% above global average

The highest scoring question for Hospitality United States had 93% of People agreeing that they know what they need to do to be successful in their role (+8% compared to overall) while they were generally most positive about Management.

People in Hospitality United States were generally least favourable about Leadership, and were most negative towards 'I believe my total compensation (base salary+any bonuses+benefits+equity) is fair, relative to similar roles at other companies' with 26% of people disagreeing (+3% above average).

How long do people stay?

In the short term, 18% of people in this benchmark are thinking of or actually seeking jobs elsewhere (-2% compared to overall) while on a longer time frame, 11% of people see themselves leaving within two years (-1% compared to overall).

The following questions had the biggest impact on whether individuals felt that they were planning to stay at their organization and not actively looking for alternative jobs.


I believe there are good career opportunities for me at [Company]

72% favorable

Learning & Development

I believe action will take place as a result of this survey

65% favorable


[Company] is in a position to really succeed over the next three years

78% favorable

Company Performance
Average Glassdoor ratings

We’ve connected the employee feedback data for each company included in the benchmark with ratings from, which is one of the world’s largest job and recruiting sites combined with a growing database of company reviews, CEO approval ratings and more.

Overall Rating

3.6 stars (-0.2)

Culture and Values

3.6 stars (-0.3)

Work Life Balance

3.3 stars (-0.5)

Compensation and Benefits

3.5 stars (-0.1)

Career Opportunities

3.4 stars (-0.1)

Recommend to Friend

64.0% (-7)

CEO Approval

83.0% (-1)

Are staff empowered with results?

Organizations in the Hospitality (United States) benchmark on average gave 7% of employees access to reports with their survey results. This is below the overall average of 10% and demonstrates that organizations in this benchmark are more likely to share via offline and traditional formats.

An interesting reference point is that the average proportion of managers in organizations is 12-15%, with some industries higher than others (New Tech was closer to 20%).

  • Global average


  • Hospitality (United States)


  • How does Hospitality (United States) compare?

    People in Hospitality United States were much more positive than average regarding Action, Feedback & Recognition, and Decision Making.

    Insights data provided by Culture Amp.

    What makes Insights special? Gain a deeper understanding of how they work.

    Learn more about Insights with Culture Amp’s benchmarks

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