Hospitality: An Entertainment Business

As manager, in the hospitality industry, your role is more than that of overseeing the smooth operations of a hotel or establishment. You are the show manager — and as the person responsible for entertain ing both the guests and your own cast of staff, your job is to keep the show humming along. In this age of experience consumerism, hospitality is a species of show business. Within that world, the manager must take on many of the same worries and tasks that are the burden of a theatrical impresario. This blog post explores what it means for hospitality to be a type of show business and how you can effectively run your team to assure that the show always goes on.

The Show Must Go On

Much like in a movie, your team requires that each of them plays their part. Think of yourself as the director of your quick-service restaurant “movie”. The script, standard operating procedures, guidelines and protocols that set the rules for how your team fulfills their daily responsibilities is yours. Before the “movie” begins, before even the casting call, you must learn to set expectations and train your staff to ensure they understand their role and can execute accordingly.

Creating a Motivating Environment

Your team makes the difference, it is important to motivate them to do their best. A small gesture like saying "thank you" or expressing your appreciation can boost morale significantly. Put the mood high. Make it a habit to acknowledge the effort and hard work your team puts in regularly. You could implement a reward system or start an employee of the month program to recognize and appreciate their performance. Take care of your employees so the will take care of your guest.

Building a Team Spirit

Establish a sense of camaraderie amongst your team. Foster an environment of collaboration and open communication amongst staff, and regularly organize team building activities or outings to help your team bond. When team members are connected and feel supported, they will work in harmony with each other, ultimately supporting each other to deliver a memorable guest experience.

Continuous Training and Development

Actors and performers engage in rigorous practice to hone their skills and deliver an outstanding performance. The same applies to the theater of hospitality. Provide ongoing training and development opportunities for your team members in order to empower them. This can include workshops, seminars, or online courses , customer service and personal development. By investing in growth, you’re not only improving individual performance, you are also improving the overall quality of the hospitality show.

Adapting to Change

In show business, adaptability is everything, the same as in the hospitality business. And as a manager, you need to adapt to changes in guest preferences, industry trends, or new situations. Encourage your team to embrace change, and open the door to new ideas. By creating an adaptable culture, you can go on creating a housekeeping show that is continually relevant and exceeds guest expectations.

And finally, remember that you’re not managing a team; you’re directing a show. By sticking to the script, creating a motivating environment, fostering team spirit, setting a relentless pace, continuous training, and embracing change, you too can lead your team to give a performance that will have a lasting impact, to guests and to those that take part.