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“We select for personality and train skills”(eg Tracey, Sterman and Tews 2007) is a wellknown quote within the hospitality industry. The quote indeed sounds very convincing. Most managers and scholars agree that to please guests an employee needs to have a certain personality. When hiring staff, hospitality managers aren’t just looking for experience and education (Harkinson, Poulston and Kim 2010). They look for something more. They are searching for something exclusive, a perfect blend between humor, kindness, and character. However, what is that personality that we are looking for within the complicated and changing world of hospitality? This chapter will provide more insight into this complex topic regarding frontline employees providing service to guests.