Our Family Approach to Hotel Management

As a member of a family business of hotels, I’ve come to realize that effective leadership is about more than just overseeing daily operations—it’s about nurturing meaningful, human connections with our team while fostering a culture of continuous improvement and open communication.

In a family-run hotel, where the legacy and personal touch are often key to guest loyalty, the way we lead and communicate with our staff is crucial. Each day brings moments that challenge our ability to balance genuine care with direct, constructive feedback—whether it’s addressing a front desk concern or guiding our team through a busy season.

At the heart of our leadership approach is the concept of radical candor: deeply caring for each team member while also challenging them directly to grow. It’s not about being overly lenient or shying away from difficult conversations; it’s about being honest, clear, and supportive. Taking the time to understand what motivates each employee—whether they’re aiming for career growth or focused on doing their job well—enables us to place them in roles where they can thrive and feel valued.

In the hospitality industry, and especially within a family business, creating an environment where team members feel secure to voice concerns and where feedback is a two-way street is essential. Balancing praise with constructive criticism in a way that encourages continuous improvement has not only strengthened my leadership abilities but also fostered a motivated, engaged team committed to delivering exceptional guest experiences that keep our family business thriving.

Build Radically Candid Relationships by Caring Personally and Challenging Directly

In hospitality, genuine care for your team members is crucial for building trust. Hotel staff, from front desk to housekeeping, thrive in environments where they feel valued as individuals. Understanding their personal goals, challenges, and motivations goes beyond just seeing them as employees. By showing this level of care, managers can foster stronger, more engaged teams.

At the same time, it’s essential to challenge staff directly when issues arise, whether in guest service or operational efficiency. Honest feedback should be a constant tool, aiming to elevate performance and address concerns swiftly. When both care and challenges are integrated, team members feel supported and motivated to improve, resulting in better service delivery and higher guest satisfaction.

Benefits for Hospitality Teams:

• Trust and loyalty from employees, leading to lower turnover.

• Enhanced guest experiences due to more motivated staff.

• Innovation and problem-solving flourish in a safe and supportive environment.

Solicit Feedback Before Giving It to Create Psychological Safety

Hotel managers can foster a culture of open communication by first demonstrating that they are open to receiving feedback. Whether it’s from bellhops, waitstaff, or supervisors, showing a willingness to listen encourages team members to voice concerns and ideas without fear of retaliation.

In hospitality, this openness is key to constant improvement. Asking specific questions like, “What can I do to support your role better?” allows you to fine-tune operations, improve team morale, and uncover innovative ideas from staff who are directly interacting with guests daily.

Techniques for Hotel Leaders:

• Lead by example: Show that feedback is welcomed and acted upon.

• Use staff meetings as opportunities for open dialogue.

• Reward honesty and suggestions that improve guest satisfaction.

Balance Praise and Criticism to Drive Better Performance

In a hotel setting, specific praise—such as recognizing an employee for how they handled a difficult guest—reinforces positive behaviors. Heartfelt praise builds confidence, driving individuals to consistently perform at a high level.

Constructive criticism must be timely and focused on actions, not personal traits. For instance, addressing how a concierge missed a detail in a guest’s request helps the staff improve without feeling personally attacked. Balancing praise and criticism ensures that team members stay motivated while continuously improving their service standards.

Actionable Tips for Hotel Managers:

• Keep a ratio of at least 3:1 in favor of praise over criticism.

• Offer immediate feedback, so both praise and criticism are relevant to the situation.

• Ensure that feedback supports continuous improvement in guest service.

Understand Individual Motivations to Tailor Growth Opportunities

In hospitality, understanding what motivates each employee is key to unlocking their full potential. Some may seek career growth, like moving from front desk agent to manager, while others might value work-life balance or simply take pride in delivering excellent guest service. Regular career conversations help you align their personal goals with hotel operations, creating tailored opportunities that drive engagement.

For Hotel Managers:

• Use career conversations to explore aspirations, whether someone dreams of managing a larger property or excelling in their current role.

• Create development plans that reflect individual career paths, such as offering leadership training for those interested in advancement.

• By recognizing these personal motivations, hotels can improve employee retention and job satisfaction.

Avoid Labeling People and Focus on Their Current Performance Trajectory

In hotels, it’s important to acknowledge that employees may experience different stages of growth. A front desk agent may be on a rapid development path, quickly learning new skills and responsibilities, while a seasoned manager might be in a phase of steady performance. Avoid labeling individuals permanently based on one phase of their career, and instead, assess their current trajectory and potential for growth.

Best Practices:

• Regularly review performance and adjust roles accordingly.

• Provide opportunities for both rapid and steady growth based on personal goals and hotel needs.

• Avoid static evaluations, understanding that personal circumstances, like family or education, may affect career ambitions.

Drive Results Collaboratively Through Effective Communication and Decision-Making

Hotels thrive when communication is open and decision-making is collaborative. By listening to staff—from reception to housekeeping—you can tap into insights that might otherwise be overlooked. Encouraging debate about processes, guest satisfaction, and operational efficiency allows for better decision-making.

Use the Get Stuff Done (GSD) Wheel:

• Listen: Encourage staff to share insights, whether it’s about guest experiences or internal processes.

• Clarify: Ensure everyone understands objectives, whether it’s during a shift change or a large event planning.

• Decide: Make clear decisions and communicate them across departments.

• Execute and Learn: After execution, reflect on what worked and what didn’t, fostering a learning culture.

Create a Culture of Meaningful Guidance and Continuous Improvement

In hotels, impromptu guidance should be a regular practice. A quick, on-the-spot conversation about how a guest interaction was handled can go a long way in refining service. Whether it’s front-line staff or back-office teams, frequent and informal feedback is key to fostering continuous improvement.

Tips for Managers:

• Offer guidance immediately, whether after a guest complaint or a positive review.

• Deliver feedback face-to-face whenever possible to ensure clarity.

• Encourage peer-to-peer feedback, empowering staff to learn from one another.

Implement a Fair and Transparent Performance Review Process

For hotels, transparency in performance reviews is critical. Staff should understand how their performance is evaluated, whether based on guest feedback, operational efficiency, or teamwork. A fair review system that’s clear and consistent across departments ensures employees know what’s expected and how to improve.

Effective Review Processes for Hotels:

• Create clear performance metrics based on guest satisfaction, teamwork, and efficiency.

• Separate performance reviews from development conversations to focus on both past performance and future growth.

• Hold calibration sessions to ensure fair evaluations across all departments, from kitchen to management.

By adopting these strategies, hotel managers can foster a culture of continuous improvement, higher employee engagement, and exceptional guest experiences.

Want to Be Part of Mentor Hotelier? Here Are Ways You Can Help:

• Join the Mentor Hotelier Community: Subscribe to our newsletter and join a vibrant community where you’ll learn innovative strategies and discover the latest digital tools to improve your hotel’s productivity and streamline the workflow of your entire team.

• Every Successful Hotel Has a Story to Tell: I understand the challenges of managing a hotel—I come from a family of hoteliers. So every week, I interview hoteliers and managers, from boutique hotels to large chains, to share their stories and insights with our community. Would you be open to a quick chat to share your experience?

• Group Consultations with Fellow Hoteliers: Join our group consultation sessions, where we gather periodically as a community of hoteliers. These private, small-group consultations allow us to share challenges, insights, and strategies, working together to find tailored solutions for your hotel.

• Collaborative Team Training and Implementation: As part of the Mentor Hotelier community, we work together to create resources that help train your teams and implement the latest tools. Whether it's for improving operations or enhancing guest experiences, our collective efforts ensure everyone benefits from shared knowledge and support.