The phrase “Gen Z stare” has been making the rounds online, often framed as a criticism of younger frontline employees who appear quiet, emotionally neutral, or minimally expressive during guest interactions.
In hospitality, where perception defines value, this conversation deserves a closer look. The issue isn’t generational apathy. It’s how Gen Z customer service behaviors are being interpreted by guests—and how brands are preparing their teams for emotional engagement.
What People Mean by the “Gen Z Stare”
The term generally describes a style of guest interaction marked by limited facial expression, restrained verbal engagement, and a focus on task completion rather than rapport building.
From an operational standpoint, service may be accurate and efficient. From a guest experience standpoint, however, the interaction can feel distant or transactional.
In hospitality and luxury service environments, that gap matters.
Why Guest Perception Matters More Than Execution Alone
Our hospitality mystery shopping and service quality measurement work consistently shows that guests evaluate experiences based on emotional cues, not just outcomes.
Guests notice:
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Eye contact and facial engagement
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Tone, warmth, and pacing
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Confidence in unscripted moments
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A sense of presence rather than performance
When these elements are missing, feedback often includes phrases like:
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“Efficient but impersonal”
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“Polite, but not welcoming”
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“Everything worked, but nothing stood out”
These are not failures of service execution. They are missed opportunities for connection.
This Isn’t a Gen Z Problem — It’s a Hospitality Service Training Issue
Many organizations mistakenly frame this as a motivation or attitude problem. In reality, it’s more often a lack of clearly defined guest experience standards.
Gen Z employees entered the workforce with:
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Fewer in-person role models due to pandemic-era disruptions
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Digital-first communication norms
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Heightened awareness of authenticity and emotional labor
What they often lack is clarity around why expressive engagement matters and how to deliver it consistently without feeling forced.
Effective hospitality service training doesn’t ask employees to change who they are. It defines what guests should feel—and teaches observable, repeatable behaviors that support that outcome.
What High-Performing Hospitality Brands Are Doing Differently
Brands that excel in frontline employee engagement share a few key practices:
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They define emotional engagement as a standard, not a personality trait
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They coach tone, posture, and presence—not just scripts
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They reinforce expectations through measurement, not assumptions
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They use real guest interactions as teaching moments
Most importantly, they separate intent from impact. An employee may mean well, but guest perception is what determines brand performance.
The Bottom Line
The conversation around Gen Z customer service is ultimately a conversation about clarity, training, and measurement.
Hospitality brands that respond with better-defined service standards and consistent evaluation will close the perception gap—and strengthen guest loyalty in the process.
In an industry built on how guests feel, emotional engagement is not optional. It’s measurable, coachable, and essential.
