In hospitality it sometimes feels like we are chronically understaffed. People are constantly coming and going, there is competition to attract the best talent and budgets don’t always allow for what the operations really need. The pandemic has exacerbated these issues, with so many having left the industry and low interest in returning to what is perceived as a risky industry in the event that another wave of infections occurs.
With the lack of quantity in staffing, it is especially important to focus on quality. Building a good core team won’t fill in all of the gaps, but it will be more productive and often produce better results.
Building a good hospitality team involves several key steps:
Define the roles and responsibilities of team members: Clearly define the roles and responsibilities of each team member, including their specific duties, expectations and KPIs. Of course the nature of the business means there will be some cross over and flexibility, but these requirements should also be defined to avoid your team feeling frustrated or taken advantage of.
Recruitment: Create a thorough and fair recruitment process that includes clear job requirements and qualifications. Screen applicants carefully and conduct background and reference checks. Don’t just recruit for skills, or automatically hire back for the same position when one becomes vacant; it is important to assess the needs of the team and the business as these change over time.
Training: Provide comprehensive training and development opportunities for all team members, including ongoing training to keep them up-to-date with industry trends and best practices. New members of the team should be fully trained before being expected to assist guests on their own; this can be difficult when filling a role feels urgent, but doing otherwise usually just leads to angry customers and unhappy employees.
Communication and collaboration: Encourage open communication and collaboration within the team. Regular team meetings, check-ins, and feedback sessions can help build trust and alignment. Everyone’s opinions should be sought – shared goals and personal input lead to higher engagement.
Leadership: Provide strong and effective leadership that sets clear goals and expectations, and provides support and resources to help the team meet those goals.
Recognition and rewards: Recognise and reward good performance, and provide constructive feedback for areas that need improvement.
Diversify: Building a diverse team will help you to attract and retain a wide range of talents and perspectives, and will also allow you to better understand and serve your guests.
Continuously assess and evaluate: Continuously assess and evaluate the performance of your team members and make adjustments as necessary to ensure they are meeting your expectations and contributing to the overall success of the business.
Building a good team means looking beyond hard skills; the ability to make a great cocktail or the perfect bed doesn’t guarantee they will be a good fit, and at the end of the day these things can be taught. Look for skills and personalities that balance or enhance what you have already, and work continuously to support and engage all team members. A strong, stable team will do much for your business, and may even make it easier to fill those vacancies - word gets around when you have a great place to work!