Is a Bad Boss Killing the Guest Experience?

There’s usually one reason why a business delivers exceptional service: Leadership. 

In the hospitality industry, we say “a red carpet attitude begins at the top.” But true leaders come in all shapes and sizes, and they aren’t necessarily found at the top of the organizational chart. Leadership is about inspiring people to be their own best selves and that inspiration can be found in employees at all levels.

Business success and service excellence are unmistakably linked to true leaders. But the opposite is true, too. A bad boss can kill the guest experience.

True leaders can be surprisingly humble and modest, but create a following because they have a vision of what they want to accomplish.

True leaders have the following in common:

• Communicate their vision
• Have passion 
• Trust their staff
• Demonstrate respect
• Motivate others
• “Walk the walk” and “talk the talk”

Do you see any of these qualities in yourself? Leadership isn’t something that anyone can give you – you have to earn it and claim it for yourself.

Here are some bad management traits and what you should do differently.

1. Miscommunication

Every failure a manager can run into stems from miscommunication. Regularly speaking with each teammate can help solve miscommunication. With all the apps and tools for communication in the office can’t be an excuse for old-fashioned conversation with your team.

A message over Slack or Hot Schedules isn’t a guarantee each team member got the latest announcement or memo. Holding meetings and taking time to address each staff member individually can help avoid any important information falling through the cracks.

What you should do: Communicate your vision. Restaurant managers can host a quick pow-wow in-between meal shift changes. So for the incoming dinner shift when lunch is leaving, go through a recap of how the prior shift went and update the incoming guard. The same goes for hotel managers. Make it a point during the day to hit your touchpoints. Check in at every touchpoint with your most-trusted staff in each department of your operation.

2. Stay in a job you don’t like

Let’s face it: Not everyone is cracked out for management or the hospitality industry at all. Self-awareness can help you realize what’s important to you matters. Some people working in hospitality are there for the wrong reasons. They think there’s big money for little work when it’s far from true. Successful hospitality heroes know to invest in guest experience which starts with leadership.

What you should do: Reflect on your goals. If this is the kind of job you’re built for, keep working toward your goal and ignore negativity. But if you aren’t cut out for managing hospitality heroes in a hotel or restaurant, set a plan to move into a different job. If your goals are to grow into your position and thrive then open up your mind and keep a positive attitude. It trickles down to your staff.

3. Neglect your staff

Bad leaders don’t communicate with their teammates. Bad bosses never take time to learn who’s on their staff. Knowing the strength and weaknesses of your employees can help you highlight their talents. Ignoring the staff leaves you as a coach without a team. They’ll either fear you or hate you. Either way, your staff’s main priority won’t be making a positive experience for guests.

What you should do: Have passion and empower your team. Invest trust in your team and delegate tasks based on their talents. Get to know everyone on an individual basis. Learn everyone’s strengths and weaknesses in your operation. By doing so you can help them help you by improving the guest experience in the hotel or restaurant you manage. Empower your teammates and they’re more likely to reciprocate.

4. Act disrespectful

Swearing and passive-aggressive comments aren’t how good managers show respect to their staff. It’s also not how you gain their respect. It’s a two-way street with each and every member of your staff – that’s potentially a lot of unique personalities from different world views.

What you should do: Never treat your teammates like they’re less than you. It will only lead to negativity in the workplace. Good leaders should never bully or act like their problems are more important than those working for them. Take time to learn and understand what’s currently acceptable language in the workplace. It’s never been OK for managers to disrespect their staff. But now more than ever, leadership needs to be aware of their employees’ lifestyles and cultural backgrounds. Knowing who they are and what is socially acceptable to them in the workplace will ease judgment.

5. Forget to Motivate

Who wants to give a boss their all when the boss isn’t all that enthusiastic? Hospitality can be a fun job. Bringing guests a memorable experience can be an experience for those working in the industry. However, day in, day out, work can become predictable and boring. When a boss can’t find the motivation to motivate their staff, the experience will suffer. Your morale will rub off on teammates who will pass it on to customers.

What you should do: As a hospitality leader, creativity should come naturally. If not, educate yourself on the most recent trends in your space. There are conventions, trade publications, and simply taking a trip to your competition’s business can help give you ideas to shake up the workplace. Work will always be work. But when you make it as fun as you can, you’ve achieved the toughest half of bringing a great experience to your guests.

6. Talk the talk and don’t walk the walk

Talking of principles and standards you expect in hospitality is important. But if you don’t execute your own ideals, it tells your employees one thing: “The emperor has no clothes.” How do you expect a staff of hospitality heroes when you act like a hospitality zero? Management in many ways can be comparable to raising kids or mentoring – you have to stick to your principles and only preach what you put into practice.

What you should do: Walk the walk and lead by example. Whether you’ve been given marching orders by corporate or your latest plan to drum up the guest experience – your staff is only as strong as you. If you say the staff needs to communicate with guests more, the manager better do the same. If it’s call time at the front desk, answer more phones. Cutting ticket times in a restaurant rush, run more food yourself. Always be a leader and pave the way for your team to follow.