Mastering the Art of Working with Demanding Owners in the Hospitality Industry

The hospitality industry is a dynamic and challenging field that requires exceptional customer service skills and the ability to manage complex operations. As a hospitality manager, one of the most critical challenges you may face is working with tough owners. These owners can be demanding, critical, and sometimes unreasonable, which can make it difficult to provide the level of service that customers expect. In this article, we will discuss strategies for working with tough owners in the hospitality industry and how to succeed in providing exceptional customer service while building a positive working relationship.

Understand the Owner's Perspective

The first step in working with a tough owner is to understand their perspective. As a hospitality manager, it is essential to recognize that owners have invested a significant amount of time and money into their business, and they have high expectations for their employees. They are under pressure to meet financial targets, and their success depends on providing excellent customer service.

To succeed as a hospitality manager, it is essential to understand the owner's expectations and work towards meeting them. This may involve being open to feedback and suggestions, showing a willingness to learn, and being proactive in addressing any concerns they may have.

Communicate Effectively

Effective communication is critical when working with tough owners. As a hospitality manager, you must be clear and concise in your communication, providing regular updates on your progress and any challenges you may be facing. It is also essential to listen actively to the owner's feedback and suggestions and to address any concerns they may have in a timely and professional manner.

To communicate effectively, you must establish open lines of communication with the owner. This means creating a communication plan that outlines the frequency and method of communication, as well as the key performance indicators that will be used to measure success.

Be Proactive

Being proactive is key to working with tough owners. As a hospitality manager, you must take the initiative, identify potential issues, and address them before they become a problem. For example, if you notice that supplies are running low, you should take the initiative to order more rather than waiting for the owner to ask.

Being proactive also means taking responsibility for your actions and being accountable for your performance. This can involve setting clear goals and objectives, monitoring your progress, and taking corrective action when necessary.

Provide Exceptional Customer Service

Providing exceptional customer service is essential in the hospitality industry. To succeed as a hospitality manager, you must go above and beyond to ensure that customers are satisfied with their experience. When working with tough owners, it is important to understand that their high expectations are often a reflection of their desire to provide exceptional customer service.

To provide exceptional customer service, you must create a customer-centric culture within your team. This means empowering your team members to take ownership of their roles, providing them with the training and resources they need to succeed, and recognizing their contributions.

Show a Willingness to Learn

Tough owners recognize the importance of ongoing learning and development, and as a hospitality manager, you must show a willingness to learn. This means taking on new challenges, continuously improving your skills and knowledge, and seeking feedback from customers and colleagues.

To show a willingness to learn, you must take advantage of the training and development opportunities available to you. This may involve attending industry conferences, participating in online training courses, or working with a mentor who can provide guidance and support.

Maintain a Positive Attitude

Maintaining a positive attitude is essential when working with tough owners. As a hospitality manager, you must remain upbeat and enthusiastic, even in the face of challenging situations. This can help to create a positive work environment and foster a sense of teamwork and collaboration.

When faced with criticism or negative feedback, employees should remain professional and courteous, avoiding any defensive or confrontational behavior. By maintaining a positive attitude, employees can demonstrate their commitment to their job and to providing exceptional customer service.

Set realistic expectations

Finally, it is important to set realistic expectations when working with tough owners. Employees should be honest about their capabilities and limitations, and should avoid over-promising and under-delivering. This can involve setting clear goals and objectives, and communicating regularly with the owner to ensure that expectations are aligned.

By setting realistic expectations, employees can build trust and credibility with their owners, and can create a more positive and productive working relationship.

In conclusion, working with tough owners in the hospitality industry can be a challenging but rewarding experience. By understanding their perspective, communicating effectively, being proactive, providing exceptional customer service, showing a willingness to learn.