Whether you’re new to the business of hospitality management, or looking to improve and develop your rapport with staff and customers, there may be factors you’re overlooking or unsure of approaching. The following 10 tips are aimed at making your management (and your business) more effective – without leaving any passive-aggressive notes.
1. Look The Part (Without the Cost)
While it’s obvious that your personal presentation matters, it’s even more important that your business is well attired and stocked with supplies. Clean, matching glasses, crisp linen and shining cutlery are all signs of a well-run establishment. There’s no excuse for looking like your serving ware has been through a war.
One more thing: It doesn’t have to be expensive to look the part. One of the best practices is to source your supplies locally. For example, if your restaurant is located in Melbourne area, you should look for hospitality supplies in Melbourne. You could source to larger suppliers, but you need to consider the quality vs. cost factors. Plus, you should be aware that buying local means you’re building a relationship with fellow local businesses – an intangible benefit that you don’t want to miss. You’d want those cross-promotional benefits (read: more customers) working with local suppliers!
2. Hire Well
Finding good, long-term employees is an art in and of itself. The process of assessing, interviewing and training potential staff can be hard to manage, and sometimes the demand for new employees will outstrip the time you have available to properly assess how they will fit with the role.
Your efforts in this department are well worth the reward. Capable, suitable employees will be at the forefront of your hospitality business, and can be all the difference between a successful enterprise and a not-so-successful one. Consider hiring someone with a bachelor degree in hospitality management.
3. Positive Energy
It may sound hackneyed, but your general outlook and demeanour matters. Verbal and visual cues are often highly transmittable to both customers and staff. A bad mood may affect more than your own day – be mindful of the way you communicate your feelings and ideas with staff and customers. Try to remain positive, upbeat, and optimistic.
4. A Rewarding Career
Recognising and rewarding good behaviour is an essential part of effective hospitality management. Take the time to provide positive feedback to staff members, and share their success stories and ‘wins’. Encouraging and noticing particularly good behaviour can inspire others to behave similarly – in hope of receiving the same praise.
5. Be Prepared
An effective manager is always prepared for potential emergencies or dangers. Have a clear, well marked strategy for emergencies such as fires and other environmental hazards, and make sure this is regularly communicated to staff.
It’s also an excellent idea to keep a basic medical kit at hand to treat any potential mishaps as they arise. A basic kit includes bandages, burns dressings, antiseptic, an inhaler and a few other convenient products. The adage ‘it’s better to be safe than sorry’ applies here.
6. Provide Useful Training
Effective managers provide their staff with useful ongoing training aimed at keeping all staff equally skilled and prepared. Regularly educating and upskilling your staff not only makes your business more receptive to any potential change, but it also helps your staff feel valued and valuable, while creating a sense that they’re in it for the long-term.
7. Follow The Lead
If you’re the type of person who has enjoyed the wisdom and skills of another manager, it can be a good idea to approach them in the spirit of mentorship. Seek their ideas and ask about issues that may have challenged them. In moments of difficulty or indecision, you may find their counsel of particular value.
8. Keep Calm (and Carry On)
Remaining calm in times of crisis or at times where peak demand is scheduled is essential. As with maintaining a positive outlook, your ability to remain calm and not to appear overwhelmed is transmissible to your staff and any customers or investors. If you find it hard to find a sense of calm, it may be worth considering employing techniques designed to help slow your breathing and clear your thoughts. Meditation, yoga and slow, mindful drinks of water can also help to instill more calm thought processes.
9. Competitive Edge
It’s important to consider how your business and your management performs in comparison to any direct competition. The best way to assess this is to visit other establishments as a customer, and to note down how effective their service and presentation is.
It may also be useful to seek reviews from family, friends and staff members. Note down any recurring ideas or feedback and use it to develop your own list of techniques to employ or avoid.
10. Constant Improvement
An effective manager is always on the lookout for ways to improve and build their establishment. It’s good practice to seek critical appraisal from staff and stakeholders, and where necessary, offer to improve any ‘pain points’.
Finding your mojo in management is as simple as understanding that your staff are your most important asset. How you treat them and how you provide value to them is the best way you can ensure success for your business – and your career.