Certain aspects are hallmarks of every growing hospitality business—the aroma of fresh muffins, early morning breakfast spreads, clean dining area and the sound of the coffee grinding.
Creating such an ambience is hard work for any business owner. However, several hands are working together to keep this beautiful balance – your team.
Your staff is more than a hotel, resort, café or restaurant workforce. They are the tangible force behind your brand’s success.
Consider this moment: When customers arrive for the first time, they are always welcomed by the staff. Staffs play a crucial role, from the smile as they enter your venue or being acknowledged if you are being bustling past them to serving them with the best offering. Since first impressions matter in hospitality, is your business up to par?
Do you have the ideal team?
It is impossible to run a hospitality business without the right staff. They form the epicentre of all the processes that lead to sales. They are crucial from first impressions to servicing and offering amenities to ensuring retention. So, finding the right staff or building the perfect team is a game changer.
In this detailed article, let us examine how to identify and recruit the best for your team and whether they are aligned with your success.
The Importance of a Team Onboard Process
You have put your heart and soul into creating this business. The commitment and love for the place grow deep. However, to the staff, they are here for a job.
While motivation is great to keep them working, a truly committed team requires more than that.
An onboarding process is an introductory session that offers your team a start. It helps your team understand the business, the spirit that guides it and what is expected of them.
The induction process makes new staff members feel valued, supported, and well-guided in contributing to the system.
Let’s get into understanding whether you have the right staff at hand.
Do You Have the Right Hospitality Staff? Asking the Right Questions!
Let’s explore some crucial aspects of your team that can significantly impact your business bottom line and brand reputation –
1. The Welcoming Team: How Do They Greet Your Customers?
Think about it like another customer: What instantly attracts you when you visit a new hotel or restaurant? What made that experience stand out?
Chances are it was the warmth and sincerity of the greeting. In the hospitality industry, initial interactions set the tone for the customer journey.
So, ask yourself the questions that truly matter. Is your front-of-house staff equipped to deliver a greeting that stands out? Do they make eye contact, smile genuinely, and use the customer’s name when possible?
A simple “Welcome! How may I help you today?” delivered with genuine enthusiasm makes a world of difference.
Consider training your team on the nuances of a welcoming interaction. Emphasise active listening and empower them to personalise the greeting to elevate the experience. Remember, a rushed or indifferent welcome leaves customers undervalued, often leading them to take their business elsewhere.
2. “We” People Always Rule: Are They Team Players?
Team synergy is critical, not just in hospitality but in every other service-oriented domain.
Smooth services, perfectly executed dishes, and smooth event completion all demand the synergy of a harmonious team. Hospitality is undoubtedly fast-paced, and the high-pressure environment relies on teamwork. This is not just desirable; it is essential for survival.
Do your staff members support each other? Are they willing to go the extra mile to help a colleague?
Do they communicate effectively and share essential information when necessary?
A team that operates in silos, with internal friction and a lack of collaboration, will inevitably lead to inefficiencies. You will find errors, blame for each other, and ultimately, dissatisfied customers.
Foster a culture of collaboration and encourage open communication. Organise team-building activities and recognise their collective achievements. When your team feels part of something bigger than themselves and trusts and supports their colleagues, the operation runs more smoothly.
3. You Are the Leader: Do They Reflect Your Values?
Your business has a unique identity and core values that guide your decisions and shape your brand. Your staff is the primary carrier of these values. They are the tangible representation of what you, as the owner, stand for.
Remember, you are only a leader when people follow you. So, do your employees follow you as brand representatives? Do your employees understand your core values? More importantly, do they embody them in their interactions with customers and with each other?
Several aspects are there to identify: Whether your team is committed to excellence, passionate about customer satisfaction, emphasises sustainability, or is dedicated to creating a warm and inclusive environment, it should live and breathe these principles.
Staff members whose personal values align with your business ethos reflect the ideal message to the customers. When your team genuinely believes in your stand, their authenticity shines through, creating a meaningful workspace.
Investing in Your Most Valuable Asset – The Team
Building the perfect team is a never-ending process, not a one-time task. It requires careful recruitment, thorough training, and continuous development while meeting industry evolution.
Building and nurturing high-performing hospitality teams demands proper training and effective investment. With the ideal measures, you can foster a positive work culture and guide your staff to deliver exceptional service and drive sales.
At Sixth Sense Consulting, we offer professional hospitality consulting & mentoring, helping you tackle the staff challenge. We ensure the team is well-equipped, engaged, and aligned with your values. Beyond the beautiful décor and the exquisite menu, the human connection truly makes the difference.
