Recently, I had the privilege of training the management team at a luxury guest lodge with a world-class restaurant bracing themselves for a busy season. I shared insights into what makes a successful, high-performing team, especially in the fast-paced, service-oriented environment of hospitality. The key takeaway? Building the right team culture is essential.
A strong team culture doesn’t simply happen – it’s cultivated intentionally, day by day. This starts by making sure your team feels valued, respected, and empowered to succeed and grow together.
Here are five crucial points to keep in mind when striving to create a high-performing, cohesive team:
1. Feedback is about growth – not criticism
One of the most important lessons I emphasised with the management team was the significance of framing feedback in a constructive manner.
Criticism should be about a person’s actions or behaviours, not about who they are as an individual.
Feedback should never be delivered in the heat of the moment; the right time, place, and tone are key. A team member will be far more receptive to feedback when they feel it’s part of an ongoing conversation about improvement, rather than a sudden reprimand.
Start by acknowledging what’s going well, then move into what can be improved, and wrap up with a collaborative discussion on how to make positive changes going forward, together.
2. Active listening enhances team communication
Active listening is an underrated skill, yet one of the most powerful tools for improving team dynamics.
It’s not merely about hearing what someone says but genuinely understanding and processing their message – a skill that can be developed with practice.
I encouraged the team to hold debrief sessions after each service, using these as opportunities to reflect on what went well and identify areas for betterment. During these discussions, active listening should be at the forefront. Everyone, from chefs to front-of-house staff, should feel heard and understood.
When people feel listened to, they’re more likely to be open to suggestions, contributing to a more collaborative and harmonious work environment.
3. Create an inclusive environment where every voice counts
A culture where everyone has a voice encourages innovation and growth. No matter the role – whether it’s the chef behind the stove or the server welcoming guests – each person brings unique strengths and perspectives to the table. This diversity of thought is a huge asset to any team.
Managers should be proactive in acknowledging each team member’s contribution.
Create a culture where team members are encouraged to express their opinions and suggest improvements.
4. Celebrate success and give praise regularly
In the hospitality industry, it’s easy to focus on the areas that need growth – especially under the pressure of delivering exceptional service. However, it’s equally important to celebrate successes, both big and small.
Praising team members for their achievements, whether it’s mastering a new dish or handling a challenging guest with grace, builds morale and encourages a culture of excellence.
5. Brace for the busy season, embrace diversity, and leverage strengths
It’s crucial that the team embraces both the challenges and opportunities ahead. High-pressure situations can bring out the best – or the worst – in people. But when a team is united, with a clear understanding of each other’s strengths and weaknesses, they can tackle any challenge with confidence and composure.
Each team member’s unique background, skill set, and personality contribute to the group’s success.
When you foster an environment where strengths are leveraged and weaknesses are supported, the team will operate at its highest potential.
The success of any team hinges on creating an environment where individuals feel supported, valued, and motivated to give their best. By providing regular, constructive feedback, listening actively, celebrating successes, and fostering a culture of inclusivity, a team can grow stronger with each passing day.
Building the right culture is the key to success – when your team is engaged, passionate, and united, the results will speak for themselves.
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