An issue in the F&B Industry: Not respecting the usual organizational standard and roles leads to big problems in the long run

When building a successful team in the Food & Beverage (F&B) industry, particularly in a high-stakes environment like a five-star hotel, understanding and respecting the hierarchy is critical. Failing to do so can lead to severe operational issues, low morale, and a breakdown of teamwork. Mixing inexperienced staff with seasoned professionals, without clear roles and oversight, can cause chaos that ripples throughout the entire establishment.

In five-star hotels, the F&B hierarchy typically involves a strict chain of command, starting with the head chef or restaurant manager and filtering down to junior chefs, waitstaff, and kitchen porters. This structure is designed to ensure seamless operations, where everyone knows their role and has a clear understanding of their duties. When this system is disrupted, and inexperienced staff are placed in roles they are unprepared for, the consequences can be disastrous.

For instance, an inexperienced waiter placed on the floor during a high-pressure dinner service may not understand the flow of service or how to handle complex customer requests. This can lead to delays in service, errors in orders, and ultimately unhappy guests. In a luxury setting, where guests expect flawless service, even minor mistakes can result in complaints or lost business. A poorly managed team can easily lead to a tarnished reputation for the entire hotel.

The problem is exacerbated by long shifts, a common occurrence in the F&B industry. When staff are overworked, especially if they are inexperienced, the quality of their work inevitably declines. Long hours can lead to fatigue, which not only affects performance but also damages team morale. In some cases, poorly managed shifts force employees to work through their scheduled days off, further increasing resentment. Additionally, if staff are forced to eat substandard meals in the staff canteen while serving gourmet food to guests, it can create a sense of unfairness and further fuel dissatisfaction.

Elitism from other department heads can also contribute to a toxic work environment. In five-star hotels, certain departments like front office, housekeeping, and F&B are often seen as the "faces" of the establishment, but they are sometimes not treated with equal respect. When F&B staff feel undervalued, especially by their peers, it can deepen feelings of alienation and stress. Team members may begin to feel that their hard work is not appreciated, leading to burnout and high turnover rates.

Despite these challenges, a strong F&B manager can make all the difference. A good manager understands that their role is not just to oversee operations but to also nurture and support their team, even if that team includes inexperienced "landlubbers" (a term used affectionately for rookies). An experienced manager can diffuse stressful situations and guide inexperienced staff to perform at their best. By taking the time to mentor new employees and provide guidance during busy shifts, a good manager can "save the shift," ensuring that service runs smoothly even when the odds are against them.

A strong leader will also work to maintain morale by addressing key pain points like overwork, scheduling conflicts, and poor canteen food. Simple actions such as organizing team-building activities, ensuring fair work schedules, and improving the quality of meals for staff can go a long way in improving team spirit. Furthermore, a good manager will make sure that staff have their scheduled free days, which helps maintain work-life balance and prevents burnout.

In conclusion, a lack of respect for the established F&B hierarchy in a five-star hotel can lead to serious operational problems, low morale, and ultimately, a decline in service quality. Mixing inexperienced staff with veterans without proper guidance and support can create friction and slow down service. However, with the right leadership, even the most challenging shifts can be managed effectively. A good manager, one who leads by example and supports their team, can navigate these challenges and ensure that service remains smooth and professional, even when the team is made up of inexperienced "landlubbers."