Managers that express integrity, warmth, innovation, and a customer-first approach create a culture that resonates from the boardroom to the front line. However, if management enforces these values without truly embodying them, the disconnect affects every team member – and eventually, every guest.
It’s no secret that core values have a profound impact on employee performance. When staff feel like they align with the company culture, they’re four times more likely to go above and beyond in their roles. They’re also 43% less likely to look for new opportunities elsewhere.
An intentional focus on values helps employees understand that their work is more than just a job; it’s an opportunity to create memorable experiences that reflect the company’s mission.
Bridging the gap between leadership and service
Upper management has a profound impact on setting the tone for the entire organization. Here are ten practical ways for managers, owners, and senior executives to model the desired behaviors for their teams:
- Show up personally: Instead of confining leadership to strategy meetings, make it a priority to join the frontline. Imagine an executive rolling up their sleeves to help during a rush hour or greeting each guest at the lobby. This hands-on approach isn’t just about being present; it sends a powerful message of solidarity, showing that no task is beneath anyone. Knowing that leadership is genuinely involved in the day-to-day hustle builds mutual respect and inspires every team member to embrace the same level of commitment.
- Practice regular communication: Establish a routine that goes beyond the standard memo. Leaders should organize weekly huddles, informal “management walks,” or open-door lunches where feedback flows freely. These regular touchpoints allow the team to share guest experiences, celebrate successes, and troubleshoot challenges together. Two-way communication not only keeps everyone aligned but also shows employees that transparency matters.
- Participate in training: Continuous learning is the cornerstone of progress. When executives join training sessions — whether it’s shadowing a service shift, attending a workshop, or even engaging in role-playing scenarios — they emphasize that growth is a collective journey. This active participation shows that leadership is invested in both personal and professional development, reinforcing that every lesson learned on the floor can drive innovation.
- Embody humility and empathy: True leadership is marked by openness. By sharing personal stories of past challenges, failures, or even humorous missteps, leaders humanize themselves and remind everyone that perfection is a journey, not a destination. This vulnerability encourages staff to share their own insights and struggles. When managers express empathy, they validate the hard work of every team member, creating a work culture where everyone feels understood.
- Be visible during peak hours: The busiest times often test a team’s resilience. When leaders make it a point to be visible during peak lunch hours or busy evenings, they demonstrate that they’re not just orchestrating from behind a desk. Active presence can boost morale, offer immediate support in resolving issues, and ensure that every guest receives the attentive service they deserve.
- Lead by example in conflict resolution: Disagreements are inevitable in a fast-paced service environment. Leaders who don’t shy away from conflict but instead tackle these situations calmly and respectfully set a powerful example. Whether it’s addressing a guest complaint or resolving internal conflicts, demonstrating a thoughtful, step-by-step approach to problem solving helps reinforce a culture of accountability.
- Celebrate team wins publicly: Recognizing achievements should be as routine as serving a guest their favorite dish. Use internal newsletters, team meetings, or digital shout-outs to highlight individual and collective accomplishments. Publicly celebrating wins not only rewards hard work but also creates a positive atmosphere. This culture of recognition builds a shared sense of pride.
- Prioritize employee well-being: The heart of hospitality is the people behind the service. Leaders can demonstrate commitment to well-being by offering flexible work arrangements, mental health support, and wellness programs. Roles such as “hospitality officers” can help make employee health a top priority. When team members feel cared for, they’re more likely to care for others.
- Invest in continuous improvement: Encourage a feedback-rich environment where staff feel empowered to suggest improvements. Whether through regular surveys, suggestion boxes, or interactive brainstorming sessions, acting on these ideas means every voice counts. When management implements changes based on employee feedback, it not only optimizes operations but also cements a shared purpose.
- Promote from within: Creating clear pathways for career advancement is vital in a service-oriented industry. By spotlighting success stories where front-line staff have risen to leadership roles, managers highlight the rewards of hard work. Offering mentorship programs and continuous professional development opportunities ensures that employees see a future with the company.
Benefits of management demonstrating the mission
When executives model the behaviors they expect, the ripple effects are hard to ignore. Employees become more engaged, knowing that the company’s core values aren’t just words on a wall.
Guest satisfaction improves when interactions with well-trained, motivated staff become the norm. On top of that, leadership that is approachable and authentic promotes a strong work culture, reducing turnover and enhancing loyalty.
Upper management living out their core values for all to see strengthens the company’s reputation in a crowded marketplace. By consistently setting the example, bosses empower their staff to do the same, resulting in a seamless, motivated guest experience.
Applying core values across the board
Whether you run a small business or a large one, the principle remains the same: leadership by example is the most effective way to instill company values.
For small businesses, the owner’s direct involvement in day-to-day operations can create an intimate, familial atmosphere that resonates with guests. Franchises benefit when regional managers actively support local teams with hands-on training and regular feedback. Even large chains, despite their size, should ensure that every level of management – from executive suites to shift supervisors – commits to a set of core values.
Ultimately, there is no substitute for action.
