The Journey to Excellence in Hospitality

When I was younger, I participated in Taekwondo and made it pretty far — winning a few medals and trophies that are still proudly displayed in a cardboard box somewhere in my mother's attic. Fast forward to today, and I now have two amazing kids who are at that age where they need to learn how to protect themselves. After a few practice trials, we all decided to sign up for kickboxing at the beginning of this year. Now, we're all purple belts on the track to black. You may be wondering; how does this all relate to hospitality? There’s a saying in the martial arts community that explains it well: "A black belt is a white belt who never quit."?

In hospitality, every role and every interaction with a guest is a steppingstone toward mastery. Whether you’re in front-of-house or back-of-house operations, sales, events, accounting, or administration, each experience is an opportunity to learn and grow. However, to support this journey, there must be a master plan — a guide of principles that, when understood and executed correctly, sets you up for success and advancement. If all my training were not based on fundamental building blocks derived from the blood, sweat, and tears of those who came before me, we'd just be swinging at the wind, hoping to land a hit. Standard Operating Procedures (SOPs) are those foundational building blocks in any industry, and their creation and maintenance are crucial to your business. In hospitality, SOPs ensure consistency in service delivery, from check-in processes to booking an event or handling a major workplace incident. When everyone on the team understands and adheres to these protocols, we can provide a reliable and exceptional experience for our guests, no matter the situation.?

In martial arts, mistakes are not failures; they are lessons. The same principle applies in hospitality. Regular audits and spot checks of our SOPs help maintain adherence to standards, allowing us to identify areas for improvement before they affect guest satisfaction. Embracing mistakes as learning opportunities creates a growth mindset that strengthens both individuals and teams. Encouraging feedback, and making it a tool for growth, creates a safe environment where insights and challenges are shared openly. When staff feel supported, they’re more likely to engage and invest in their own development.?

Training builds resilience—an essential quality in hospitality. We face long hours, demanding guests, and high expectations. Cultivating resilience within our teams is vital, and SOPs play a significant role here. They provide a clear framework for staff to follow, reducing confusion and stress during high-pressure situations. By establishing protocols that guide our interactions, we empower our teams to focus on delivering exceptional service, even when the pressure is on.?

Hospitality is not an easy industry. Success requires perseverance, discipline, and a commitment to continuous improvement. The path to excellence is often fraught with challenges, yet it is through these challenges that we develop resilience and expertise. The journey to excellence is not linear; it’s filled with ups and downs. It is a relentless pursuit, and recognizing milestones along the way helps maintain motivation and fosters camaraderie among team members.?

At some point, navigating through the complexities of the hospitality industry, we all come to a realization: this journey has no true end. It’s an internal commitment to persistence and a dedication to lifelong learning. Just as my kids and I train together, we must cultivate a collaborative environment within our teams, where everyone is encouraged to strive for excellence and support one another. So, if you’re just starting out in the industry, or if you’re a seasoned professional and feel overwhelmed by the idea that you can’t see the finish line, take a breath and remember, we all started off as white belts. Continue embracing the journey and never quit.?