Managing and Motivating Your Hospitality Staff: The Key to Success

Running a successful hospitality business like a restaurant, bar, or hotel requires diligent and dedicated staff. Your employees are the face of your establishment, and their work ethic, attitude, and customer service skills can make or break your business.

With over 25+ years in the hospitality industry, I’ve learned that hiring the right people and motivating them to do their best is one of the most important jobs of any owner or manager. In this comprehensive guide, I’ll share my top tips for managing staff, creating a positive work environment, and building a cohesive team.

The Importance of Hiring Personable and Reliable Staff: The Foundation of Your Team

When hiring new staff, personality and reliability should be your top considerations – over someone’s looks or resume credentials. While experience is valuable, you can always train someone on technical skills. However, you can’t teach someone to be friendly or eager to provide excellent service.

I once hired a bartender whose resume listed experience at top establishments in New York City. But when he showed up for training, he was completely incompetent—he even disappeared for 30 minutes during a busy shift to play lottery scratch cards! On the other hand, I’ve had great success hiring staff based on their likeable personalities and willingness to learn.

The bottom line is to look for people with the right attitude and customer service mentality. You can teach them the menu, drink recipes, and other duties. Personality and reliability are invaluable.

The Necessity of Clear Rules and Expectations: Providing a Structured Work Environment

Ensure all your staff understand your duties and rules from day one. I have every new hire read all the job descriptions—not just their role but every position. This helps clarify who should be doing what task.

Have clear expectations around cell phone usage, hanging around when not working, drinking while off-shift, and other policies. Verbally review these regularly, so there’s never any question about what’s allowed and what’s not.

Also, implement a clear disciplinary policy, such as verbal and written warnings for any infractions. Don’t let problems fester—address them promptly to maintain your desired work environment.

Fostering Teamwork Among Your Staff

Running a hospitable business requires teamwork. If one person isn’t contributing or upholding standards, it negatively impacts everyone.

Emphasize to staff that they are a team and that everyone needs to pitch in for the good of the business. Especially on a busy night, staff should be constantly busy and ready to help wherever needed—whether it’s their official job or not.

Before each shift, have everyone get together for 15 minutes to coordinate and ask any questions. Don’t allow any “that’s not my job” mentalities—be clear that staff are expected to assist outside their role when required. This team approach creates cohesiveness and better service for customers.

The Importance of Smiles and Enthusiasm

Remind staff that they set the tone for customers’ experiences. Their job is to provide top-notch service and entertainment—not just mix drinks or take orders. Part of providing excellent hospitality is smiling, being enthusiastic, and helping make customers’ time memorable.

There’s always room for more smiles! Even when dealing with rude customers, staff should kill them with kindness and stay positive. Customers shouldn’t be able to tell if a server is having a bad day or is annoyed. Your staff need to check their issues at the door.

A little pep talk about the importance of energy smiles, and customer service can go a long way toward motivating staff and improving their interactions.

Keeping Staff Busy at All Times

There’s an old saying, “If you’ve got time to lean, you’ve got time to clean!” This applies perfectly to hospitality businesses. Staff should never stand idle or socialise unless on a break.

As a manager, always be prepared with tasks to assign during slow periods. Have staff restock barware, thoroughly clean, prep food items, and polish glassware—there’s always something to do.

Letting staff be idle creates opportunities for phones to come out or for side conversations. Keep them engaged in productive work; customers will notice the attention to detail.

The Importance of Cross-Training Staff

Take the initiative to train your staff in multiple roles. Have servers learn some basic bar skills. Train bartenders on how to help bus tables. Cross-training makes staff more versatile to help out wherever needed.

It also improves job satisfaction by broadening responsibilities and breaking up the monotony of the same routine. For you as a manager, having multi-skilled staff provides more flexibility in scheduling and filling gaps when someone calls in sick.

Make cross-training a priority, even utilising slow times so staff can learn new skills without impacting customers. The investment of time pays off tremendously.

Maintaining Consistent Standards Between Shifts

Customers expect the same excellent service no matter when they visit your establishment. Ensure staff that standards never slip, even when the manager isn’t around.

Set clear procedures for opening and closing duties so one shift is smooth for the next. Monitoring cleanliness, restocking levels, and other details prevents problems from falling through the cracks.

Don’t allow staff to cut corners, thinking, “I’m sure the morning crew will take care of this.” Consistency requires diligence from every team member on every shift. Don’t let them exploit their coworkers’ willingness to pick up slack.

The Importance of Leading by Example: Inspiring Excellence in Your Team

As a manager, you set the tone for staff conduct and commitment to excellence. Never ask staff to do something you wouldn’t be willing to do yourself. Work alongside them regularly so they see your work ethic in action.

Be punctual and well-groomed, and conduct yourself professionally at all times. Your staff will follow your lead—good or bad. Making expectations clear verbally and consistently demonstrating them in your behaviour is crucial to inspiring your team.

The hands-on approach shows you are all in this together. Staff will emulate your dedication and take pride in making the business successful.

Conclusion

Successfully managing hospitality staff requires hiring the right qualities, establishing solid policies, promoting teamwork, and leading by example. However, the effort pays off in superior service that keeps customers coming back again and again.

Your employees are your most valuable asset. Investing time into motivating and developing your staff will achieve fantastic returns, allowing your restaurant, bar, or hotel to thrive!

Frequently Asked Questions About Managing Hospitality Staff:

How much should you invest in training new staff?

• Don’t skimp on training—invest at least several days so staff thoroughly learn menus, recipes, procedures, and expectations. This prevents frustration and mistakes down the road. Shadow an experienced employee for at least two full shifts.

What’s the best way to improve teamwork?

• Schedule a weekly team meeting to check-in. Recognize individuals for excellent work. Organise a monthly bonding event like a potluck or happy hour. And lead by example by pitching in and having a positive attitude.

How will a new hire be a good fit?

• Have them train for 1-2 trial shifts instead of just interviewing. Observe their interactions, attitudes and work ethic before officially hiring them. You want people who align with your business goals and values.

What policies should be written down versus verbal?

• Critical policies like disciplinary procedures, dress codes, and cell phone rules should be in writing. However, staff should regularly be reminded verbally of expectations for customer service, teamwork, and initiative.

How much fraternisation should be allowed between staff?

• Some camaraderie improves morale but discourages cliques, gossip, and unprofessional relationships. Keep the focus on customers, not each other. Redirect any staff standing around chatting instead of working.