The 9 R’s of Rock-Star Hospitality Leadership
- Gareth Hazard
- Jul 17, 2024
- 6 min read
It’s that question that you wake up with in the morning, the one you ponder while staring deep into the swirling milk of your cappuccino, the thought that consumes you during your mid-shift break, the phrase you spell out on the steamed-up bus window on your way home, and the question that keeps you awake at night.
WHY are some hospitality leaders so successful?
Ok, maybe it’s just me. But come on, you’ve thought about it at least once before.
Managing a team is tough. Being a leader is even tougher. Throw a hospitality venue into the mix, and it’s all eyes on you. Hundreds of cocktails and thousands of dishes made just right, swiftly served, consumed, photographed for Instagram, critiqued, and talked about by countless guests every week.
Yet some people are wildly successful at this plate-spinning act and do it with some real flair too. So, I set out on a mission to find out what successful hospitality leaders all have in common and distill that into actionable advice. And here we are.
Lit Leadership: The Library That Built the 9 R’s
The 9 R's of Hospitality Leadership were inspired by insights from various authors and books known for their expertise in leadership, hospitality, and business strategies.
Think of these authors as your personal Yoda's, guiding you with their Jedi-like wisdom and practical advice to become an epic Jedi Maste... I mean, hospitality leader.
Here's a breakdown of the authors and books that influenced each trait:
"Leaders Eat Last" by Simon Sinek
Insight: Emphasises the importance of empathy and putting others first to create a supportive and high-trust environment.
"Start with Why" by Simon Sinek
Insight: Stresses the power of clear and inspiring communication to build strong connections and trust.
"The Lean Startup" by Eric Ries
Insight: Encourages innovation and visionary thinking to drive growth and stay ahead in a competitive market.
"Unreasonable Hospitality" by Will Guidara
Insight: Highlights the importance of adaptability and going above and beyond to meet guests' needs.
"Blue Ocean Strategy" by W. Chan Kim and Renée Mauborgne
Insight: Encourages embracing diversity and creating unique, inclusive experiences that set your business apart.
"Leaders Eat Last" by Simon Sinek
Insight: Emphasizes leading with integrity and honesty to build trust and loyalty.
"Find Your Why" by Simon Sinek
Insight: Stresses the importance of passion and purpose in inspiring and motivating your team.
"Restaurant Success by the Numbers" by Roger Fields
Insight: Focuses on the importance of financial acumen and balancing budgets while maintaining excellent service.
"Hire Right, Fire Right" by Roxi Bahar Hewertson
Insight: Highlights the significance of mentorship and developing your team to foster a strong, cohesive workforce.
Follow the guidance of these books and watch your leadership skills go to light speed. May the service be with you!
Drumroll, Please: Here Are the 9 Traits of Rock-Star Hospitality Leaders!
Still wondering what makes the best hospitality leaders so darn good? Well, wonder no more! Here are the 9 R's that help them rock it every day. Let’s dive in and see how you can master these traits and turn yourself into a hospitality superstar!
Radiant Respect: Shine with Empathy and Genuine Care Hospitality is all about heart. Whether it's a guest needing an extra pillow or a team member having a rough day, showing a little empathy and care goes a long way. Think of it as your superpower—like a warm hug that makes everyone feel special.
Top Tip: Practice active listening. Put down your phone, look the person in the eye, and really listen. Show them that their words matter.
Remarkable Rapport: Communicate with Clarity and Warmth Clear, friendly communication keeps the hospitality train on track. From making sure guests know where the best local coffee shop is to ensuring your team knows the plan for the day, it’s all about being approachable and understanding. Plus, who doesn’t love a good chat?
Top Tip: Use people’s names more often. It makes interactions personal and shows that you value them as individuals.
Revolutionary Vision: Inspire with Bold Dreams and Big Ideas Don’t just dream big—dream HUGE. Whether it’s planning a quirky themed event or reimagining your service approach, your big ideas can turn ordinary moments into extraordinary experiences. Be the visionary who makes the future look fun and exciting.
Top Tip: Set aside time each week to brainstorm crazy, out-of-the-box ideas. The wilder, the better! You never know which one will spark the next big thing.
Resilient Flexibility: Adapt with Ease and Bounce Back Stronger In hospitality, things can change faster than you can say "room service." Embrace the chaos with a smile and turn those unexpected moments into opportunities. After all, flexibility is like yoga for your business—keeps you limber and ready for anything.
Top Tip: Embrace the unexpected. Next time things don’t go as planned, take a deep breath, smile, and roll with it. See it as an adventure rather than a setback.
Rich Diversity: Celebrate Every Culture and Individual Hospitality is a melting pot of amazing people. Celebrate the unique stories, backgrounds, and cultures of your guests and team. Think of it as a global potluck where everyone brings something special to the table—delicious and enriching.
Top Tip: Host a cultural potluck with your team. Everyone brings a dish that represents their heritage. It’s a fun way to learn about each other and celebrate diversity.
Rock-solid Integrity: Build Trust through Unwavering Honesty Honesty is the best policy, especially in hospitality. Be the leader who’s as dependable as a morning cup of coffee. Your integrity builds trust and makes both guests and staff feel secure and appreciated. Plus, it’s way easier to keep track of the truth!
Top Tip: Always be transparent. If there’s a mistake or an issue, own up to it immediately. Honesty truly is the best policy.
Rousing Passion: Energise Your Service with Genuine Enthusiasm Bring the energy! When you’re passionate about what you do, it lights up the whole room. Your enthusiasm can turn a regular service into a memorable experience. It’s like being the cheerleader of your own hospitality squad—go team!
Top Tip: Start each day with a positive ritual. Whether it’s a pep talk, a team huddle, or a fun song, set the tone for the day with enthusiasm.
Resourceful Stewardship: Balance Budgets and Excellence in Service Managing a budget while delivering top-notch service is a bit like juggling flaming torches—it takes skill! Be the resourceful steward who knows how to keep the books balanced without skimping on the guest experience. You’ve got this!
Top Tip: Make budget reviews fun. Turn it into a game or challenge for the team to find creative ways to save money without compromising service.
Revered Mentorship: Empower Your Team with Guidance and Support Think of yourself as the wise, friendly mentor your team looks up to. By guiding, training, and supporting your staff, you’re not just building a team—you’re creating a family. And hey, a little bit of wisdom (and humour) can make a huge difference.
Top Tip: Schedule regular one-on-one check-ins with your team members. Use this time to offer guidance, support, and just a friendly chat to see how they’re doing.
Final Thoughts: Channeling Your Inner Anna Wintour
Remember Anna Wintour's famous philosophy:
Surround yourself with people who can do the things you can't!
You might not have all 9 of these traits down pat just yet, and that’s perfectly okay. Rome wasn’t built in a day, and neither is a rock-star hospitality leader.
The key is to build a dream team that complements your strengths and fills in the gaps. Got a colleague who’s a master at multitasking while you’re still juggling just one task? Team up with them! Know a manager who’s got the whole “visionary” thing down while you’re still scribbling on napkins? Work closely with them and soak up their skills.
Don't be afraid to ask for help or mentorship from someone whose skills you admire. It's like asking Yoda to show you how to use the Force—totally smart and way more effective than going solo.
And keep learning! Dive into those books, binge-watch TED Talks, and practice, practice, practice. Even if you start with baby steps, each step gets you closer to being that unstoppable hospitality leader.
So, surround yourself with greatness, keep an open mind, and remember to have a little fun along the way. You’ve got this!
The 9 R's of Rock-Star Hospitality Leadership (the recap)
Radiant Respect
Remarkable Rapport
Revolutionary Vision
Resilient Flexibility
Rich Diversity
Rock-solid Integrity
Rousing Passion
Resourceful Stewardship
Revered Mentorship
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