Hospitality & Safety In the Workplace

On June 14, 2022   /   Back to Work, Business Etiquette, Company Changes   /   Leave a comment
Hospitality & Safety In the Workplace

The hospitality industry was devastated by the pandemic.  According to usnews.com, almost 4 million hospitality jobs were lost in 2020, eliminating nearly 10 years of job growth in the sector. To adapt and operate with less staff, the industry is embracing technology more than ever. Limited staffing leaves many employees working alone in isolated areas which poses a security threat. In response, unions and some states are advocating or requiring the use of rapid response buttons in the industry. These buttons, worn by staff, provide a way to summon help in the case of an emergency. However, research by PWC highlights gaps in such technology in terms of reliability and connectivity issues.

Violence in hospitality spaces is on the rise and employers must evaluate the efficacy of whatever safety plans they’ve implemented for their staff. The “customer is always right” motto has led to more verbal abuse from guests in hospitality spaces. Verbal abuse is violence. Training staff on de-escalation techniques should be prioritized. 

Hospitality industry employers have placed a great deal of focus on technical skills in their hiring practices. A higher value needs to be placed on hiring individuals with the necessary soft skills to ascertain the needs of guests, interpret body language, de-escalate volatile situations, and set boundaries. Hiring individuals with these soft skills will not only improve the overall guest experience, but will also assist in creating a safe space for staff and guests.

A few points of consideration when reviewing your safety plan and engaging staff in safety discussions:

  • Does your establishment need security? How will security be trained to handle volatile situations?
  • Do staff know when calling the police is necessary? What is the policy for calling the police?
  • How do you notify staff of violent occurrences at your establishment?
  • What safety protocols is management required to follow?
  • Can staff differentiate between unsafe situations versus uncomfortable/inconvenient situations?
  • Are managers focused on surveilling staff or guiding them and providing emotional support?

We hope this post encourages you to evaluate not only your safety plan, but also your establishment’s culture around safety. In the comments below, we’d like to know what safety practices you’ve implemented to shift the culture and create a safe establishment. Make a it a great day!

Back to Top

Redefining Professionalism

On May 31, 2022   /   Back to Work, Business Etiquette, Company Changes, Emotional Intelligence   /   Leave a comment
Redefining Professionalism

Remote work is creating a shift in how we define professionalism. Before the pandemic the rules of professionalism were clearly defined.  In some instances, attire was suits and ties–no exceptions, or business casual such as golf shirts, or cardigans and khakis on Fridays. In some cases, professionalism meant perfect grammar—a demeanor that reflected mannerisms and speech patterns void of any individuality or cultural attributes.  Seemingly the pre-pandemic definition of professionalism was a construct of our unconscious bias designed to avoid any feelings of discomfort with the unfamiliar.

Many employees who work remotely are letting their guard down and removing the old mask of professionalism. Increasingly, employees are showing up in virtual meetings as their authentic selves not only in attire, but in how they express themselves in virtual chats where language is often more relaxed, and grammatical errors are overlooked. Perhaps because working remotely has enabled each employee to create their own safe environment, they are more likely to show up in shared virtual spaces as their authentic self.

As a leader, it is important to embrace diversity with a spirit of inclusivity.  Determine how closely your current definition of professionalism aligns with your company’s core values.  Take another look your company’s dress code.  

  • Does it allow employees to show up as their authentic selves or does it have an undertone that dictates how they must hide their cultural attributes? 
  • Does your current definition of professionalism support a psychologically safe workspace? 

For the benefit of your employees, clients, vendors, and partner, set aside time to re-examine how you define professionalism for your work environment.  It could make all the difference in the world.

Give us your feedback in the comment section below.

Make it a great day !!

Back to Top

Resilient Leadership

On April 23, 2022   /   Company Changes, Leadership, Pandemic Resolutions, Uncategorized   /   Leave a comment
Resilient Leadership

The American Psychological Association defines resilience as the ability to quickly bounce back from changes, challenges, or traumatic events. Furthermore, the recovery process can affect intense personal growth. Employees rely on its leaders’ resiliency during turbulent times…they want to be assured that the company they work for will remain competitive, grow, and thrive.

In high pressure situations, resilient leaders accept difficult challenges; they think outside the box, create a crackerjack team, and create effective solutions—all without mistreating or disrespecting others. 

Generally speaking, resilient leaders are calm under pressure and avoid projecting tension onto others.  Instead of dwelling on human errors, they view mistakes as learning opportunities.  They communicate confidently in times of crises.  Also, they maintain important support networks to prioritize their mental and physical well being.

If you want to improve your resiliency as a leader consider this: 

1. Never stop learning.  Mental toughness and fortitude work hand-in-hand.  Resilience is a character trait that requires exercise to grow stronger.

2. Increase self awareness.  Learn to identify your stress triggers and how to manage them.  Focus on your wellness and your workload.  Improve your delegation skills to avoid feeling overwhelmed.  Maintain a healthy lifestyle through wellness rituals such as exercise, rest/sleep, and work life balance.

3. Build positive relationships.  Foster a strong network of trusted supporters who offer varying perspectives and skills.  They can also be a source of emotional well being by providing empathy and reducing feelings of isolation.

During times of calamity, leaders have a responsibility to be tough, empathetic, wise, and resilient; if not, their company will fall into the hands of competitors.   

In the comments below, share your best practices for improving resiliency and remember…make it a great day!

Back to Top

Thrive During Change in the Workplace

On November 3, 2021   /   Building Trust, Company Changes, Empathy   /   Leave a comment
Thrive During Change in the Workplace

Change.   Some people love it; others despise it.  Change in the workplace is inevitable.  Let’s be clear, companies must evolve in order to remain competitive.  So, how do employees learn to accept change AND thrive in the process?

From an employee’s perspective, it can be difficult to perceive opportunities that effective change brings to the company.  Also, they may not fully understand how improvements can advance their career.   Sometimes, employees focus on disruptions and their fears…nothing else.

To counteract negative feelings, encourage employees to look for the silver lining by identifying at least one positive outcome from the new way of doing things.  For example, what new skill will they learn? 

Focusing on self-care is essential to managing physical and emotional impacts of change in the workplace.  Encourage employees to:

  • Practice stress relieving techniques such as visualization, talking it out, meditation, etc.
  • Flexibility is key.  Help them identify ways to blend old practices with new ones

As a leader:

  • Create a psychologically safe environment for them to offer input/feedback
  • Be transparent
  • Be consistent with updates
  • Keep the lines of communication open…it fosters trust and inclusivity 
  • Create committees tasked with addressing the specifics on how the change will impact morale

Some people will be slower to adapt to change but that does not make them poor employees.  Slow adapters are still valuable team members and must be afforded extra time to accept change.  Employees and leaders working together position the company to thrive throughout the change process.

Talk to us in the comments below and remember…make it a great day!

Back to Top