Innovation requires people who persist, who push, who stay curious when others quit. Moser’s quote reframes hiring away from credentials and toward character — grit, resilience, and the willingness to do the hard, unglamorous work of creating something new. It became the philosophical foundation of our hire for attitude approach.
At The Mirage, we began assessing candidates for the realities of hospitality — constant interruptions, shifting priorities, and the emotional stamina required to serve guests at a high level. Over time, that evolved into a deeper evaluation of optimism, positivity, flexibility, resilience, and grit.
These traits are interconnected psychological strengths that help people navigate challenges, adapt to change, and achieve long‑term goals. They are largely innate — you either have them or you don’t. But organizations must recognize and reinforce them or risk losing those employees or, worse, their commitment.
We looked for people who would embrace elevated service standards, higher expectations, and a culture of continuous improvement. People who cared enough to take the job personally — to own the standards and, when necessary, improve them. You see the same philosophy at places like The Resort at Pelican Hill, Four Seasons Hotels, and Wegmans — companies that hire people who treat the business like it’s their own.
There are many pre‑hire assessments available — and full disclosure, I helped develop one of them. Tools like these help you select people who push rather than quit, who engage rather than withdraw, who innovate rather than accept the status quo.
Grit may not be easily measured, but its impact on your business can be felt today.
Laura Moser (born 1977): American author and journalist.
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