How can you motivate and lead your hospitality team with communication skills?

A well informed team will understand and believe in the property goals, become part of the hotel/resort, takes more ownership and better takes care of each other and guests from the heart.

Regularly update progress to targets and communicate how to achieve goals faster and more smoothly. Include training plans where applicable.

Setting SMART goals is a great start, but remember that having a team-oriented leadership style can make all the difference. Especially in industries that rely heavily on different teams working together to provide a seamless, high-quality customer experience, team-oriented leaders prioritize their team, communicate effectively, and take accountability for their team's performance.

While the SMART model is a widely recognised, in hospitality, using the Management by Objectives model can really enhance performance and align the team towards common objectives. Establish clear objectives with employees, conduct regular check-ins to monitor progress and provide feedback on performance, periodically assess if employees have met their objectives – provide constructive feedback to acknowledge achievements and suggest areas for improvement, organise training based on the identified goals and improvement needed, reward employees who meet or exceed their objectives – encouraging a culture of achievement, and finally involve employees in setting new goals based on the lessons learned and the evolving needs of the business.

Identify that people are individuals with different learning needs and goals and try to create a bespoke plan that meets their needs. It might appear less "efficient" to train people slightly differently but understanding that people have different strengths and weaknesses actually can help people achieve their goals quicker.

When applicable the feedback should try to include motivation to improve. Honesty and authenticity is important. When employees know that improvement is in the company and employees best interests they are more likely to get on board.

In addition to providing regular and constructive feedback, it's essential for hospitality managers to create an environment where open feedback flows both ways. Encouraging team members to share their insights and suggestions can be just as valuable. When employees feel heard and empowered to voice their opinions, it fosters a culture of collaboration and continuous improvement. This two-way feedback loop not only helps in identifying areas for enhancement but also strengthens team cohesion and innovation. Effective communication in hospitality involves not just giving feedback but also actively listening to your team's perspectives.

Developing emotional intelligence (EQ) is a vital skill for providing feedback. By understanding and managing your own emotions and being aware of your team's emotional state, you can foster strong relationships and work effectively with individuals from diverse backgrounds. It's not an easy trait to acquire, but by recognizing that every person responds differently to situations and responding with empathy, you can cultivate the qualities of a great leader.

Something I’ve been noticing that feels different than when I was in UK is that the word “feedback” seams to have a negative understanding from some team members. So, I feel we must dismantle and explain on the positives and improvements everyone can achieve when trusting and believing in feedback which is an amazing and powerful tool.

If providing a negative then you must have examples to reinforce this and be prepared to offer guidance or a new perspective. Positive feedback is also critical as we are humans that like to know we are doing a good job!

Look for clues to buy in from your team. Ask if there are suggestions to improve the plan. Collaboration leads to better achievement of the goals.

Active listening is a powerful tool that all great leaders possess. The best leaders understand that showing vulnerability and acknowledging weaknesses is a sign of strength, not weakness. By sharing your vulnerabilities with your team, you inspire a culture of trust and respect that will help your team work together more effectively. Remember that everyone has their own set of challenges, and by being open and honest about yours, you can inspire others to do the same. Let your team know that it's okay to be imperfect, and watch as they rise to the challenge and exceed all expectations.

A pivotal communication skill for effective leadership in hospitality is genuine, empathetic listening. Actively listening to your team conveys care for their thoughts, feelings, and needs. It provides insights into their perspectives, challenges, and suggestions. Moreover, it's instrumental in conflict resolution, trust-building, and team collaboration. To listen effectively, communicate your attention and interest, ask open-ended questions, and avoid interruptions or judgments. Embrace the feedback, even if it's tough to hear. It's a pathway to growth and stronger team dynamics.

We have found communication tools like the Slack app provide real-time communication and contribute to a better culture. Allowing "got button" items to be added by anyone to agendas allows for open conversations.

An essential communication skill in hospitality management is fostering team communication. Lead by example as an empathetic listener, and your teams will follow suit, promoting trust and collaboration. Encourage open dialogue, sharing of ideas, and feedback. Effective communication enhances coordination, problem-solving, and mutual learning. It builds rapport and respect, creating a cohesive team. Clearly communicate the benefits of teamwork and create a supportive environment. Be the model for good communication practices, setting the tone for a united and communicative team.

Leadership is about creating a positive vibe through how we talk to our teams. Using upbeat, motivating language is a crucial communication skill. Words shape how teams feel and act. Positive language boosts attitude, confidence, and commitment. Showing appreciation, giving recognition, and offering encouragement are key. Use words that inspire hope, excitement, and confidence. Avoid words that bring negativity. They hurt team morale and the working environment. Creating a positive communication culture is essential. Leaders set the tone and encourage this language of positivity, making it a part of the business’s DNA. They must make this shift, understanding that every word they say can ignite growth and success in hospitality.

Diversity in communication styles should be celebrated and embraced in hospitality management. But instead of merely adapting our style to different situations and people, we should consider the value of recognising and respecting the various communication styles within our team. Encouraging open dialogue about these differences can lead to better understanding and collaboration. When team members feel that their unique communication styles are acknowledged and appreciated, it can enhance team dynamics and create a more inclusive work environment. Effective hospitality management isn't just about adjusting your own style; it's also about creating a space where diverse styles can coexist harmoniously.

In my opinion your team is most valuable asset of your business. You have to make sure they are well taken care off, so they can take good care of your guests. On another note not less important aspect of your leadership should be lead by example. Show your team that you are in the same boat with them going towards common goal. Instead of being a “Boss” be a team member, share your knowledge and experience with them, guide them accordingly and they will respect you more as a leader and will always stay motivated.

Having an “open door” process in place is important to adjust to the team’s needs, and not only on your schedule and presumed availability. Listening to the leaders at their need time will pay dividends to improve or open communication channels and effectiveness. It is important to praise in public and to critique in private. Constructive criticism in a private setting allows for full understanding of the message which needs to be conveyed.

Lead by example. We should never ask anyone to do something that we’re not ready to do it ourselves… Also should always do the right thing even when no one is looking. I just keep imagining my grandpa is looking (hopefully proud) of everything I’m doing!!!

A great leader has the power to paint a vivid picture of the future they envision for their company and inspire their team to follow them in making that vision a reality. It is essential to incorporate this vision into a mission statement and set clear company goals that everyone can work towards. By celebrating achievements and demonstrating company values, you can create a workplace culture that uplifts and motivates your team to work together towards a brighter, more successful future.

Although on topic with all three (communication styles, encouraging, and positive communication), one very simple and often overlooked form of leadership and encouragement for staff, especially in hospitality, is to smile more often. A smile can comfort, disarm, calm, and welcome from the very start. The moment a reminder of expectations is needed, a smile will soften and help, or the start of a hard conversation a smile can show care and empathy, or the beginning and end of the day even a smile can say "we got this!" and "we did it!". And don't be afraid to smile regardless of level or role, especially when it comes to leading and being hospitable!