Hospitality Habits - Guest Experience & Leadership Workshops

Kill them with kindness. ✨ Not every guest wants a solution. Some want to vent. Some want to be right. Some just want to shout. In moments like these, our job as hospitality professionals isn’t to win the argument—it’s to stay composed, calm, and collected. When a guest refuses to move on, even after being offered a fair solution, our best tool isn’t policy or procedure—it’s presence. We train teams to listen without ego, to respond without emotion, and to hold space until the storm passes. Kindness doesn’t mean giving in. It means staying professional when others lose control. It’s what turns managers into leaders and tense moments into team wins. At Habit, we help hospitality teams build the resilience and emotional control needed to handle exactly these kinds of situations—with confidence and consistency. If your team finds these moments tough to navigate, let’s talk. #HospitalityLeadership #ComplaintManagement #EmotionalIntelligence #TeamTraining #GuestExperience #CrisisHandling #HospitalityExcellence #CalmUnderPressure #LeadershipDevelopment

The idea that hospitality is just a performance, where you ‘leave your problems at the door’ and put on a smile no matter what, is outdated and unrealistic. People aren’t robots. Some days are harder than others, and pretending everything is fine isn’t sustainable. Real hospitality isn’t about acting; it’s about having a team that supports each other. A great manager doesn’t ignore how their staff are feeling, they acknowledge it and create a culture where the team steps up for each other. That’s what makes a workplace strong. Let’s move past the ‘on stage’ myth and build environments where people can be human. That’s what true hospitality is all about. #RealHospitality #Leadership #Teamwork #HospitalityIndustry

Authenticity, Warmth and Kindness are the ingredients to a winning formula. Happier Guests / Customers / Clients spend more, return and become ambassadors for you. It's the easiest and most effective marketing strategy! Great service always starts with understanding what your Guests are expecting, ensuring you meet them where they need you and then... just going one step futher (and it's more of a shuffle then an actual step). If you want your team to know how to do that, reach out to us!

Kill them with kindness. ✨ As hospitality leaders, we’ve all faced challenging guest complaints. The key difference between losing a customer and creating lasting loyalty often lies in our response. Complaints aren’t setbacks—they’re opportunities to demonstrate leadership, empathy, and professionalism. When handled with genuine kindness and understanding, even the toughest complaint can become a powerful connection and a reason guests choose your business again. Empowering your team with the skills to manage complaints effectively doesn’t just resolve immediate issues—it creates a culture that values feedback, fosters trust, and drives repeat business. At Habit, we deliver workshops and tailored sessions designed to equip hospitality teams and leaders with the tools to consistently exceed guest expectations. If building a confident team that turns complaints into loyal guests aligns with your goals, let’s connect. We’d love to hear how your organization approaches complaint management—share your insights below! 👇 #HospitalityLeadership #ExecutiveTraining #TeamDevelopment #GuestExperience #LeadershipWorkshop #HospitalityExcellence #ProfessionalDevelopment #HospitalityIndustry #CustomerRetention

A leader without management skills is just giving speeches… Leadership gets all the attention, but let’s be honest—without strong management, even the best leadership falls flat. ✅ Management ensures structure, efficiency, and accountability. ✅ Leadership inspires, builds culture, and drives performance. The best hospitality professionals don’t choose one over the other—they master both. I’ve seen businesses struggle because they focus too much on leadership without solid management to back it up. I’ve also seen highly efficient businesses fail because they had great systems but no leadership to drive engagement and purpose. You need both. Before inspiring others with vision and motivation, ask yourself: Do you have the systems in place to turn ideas into action? Let’s start a conversation—what do you think is harder to develop: leadership or management? Drop your thoughts in the comments! #LeadershipAndManagement #HospitalityLeadership #SystemsAndPeople #BetterBusinessBetterTeams #LeadAndManage

Tough Conversations Make Stronger Teams Every leader in hospitality has faced this situation: A team member is unmotivated, their performance is slipping, and the energy they bring is affecting the team. The easy option? Ignore it and hope things improve. The right option? Have the tough conversation. Here’s how I approach it: 1️⃣ Be Clear – Don’t sugarcoat or dance around the issue. State what’s not working. 2️⃣ Show the Impact – Help them see how their actions affect the team, the guest experience, and their own growth. 3️⃣ Set Expectations & Offer Support – Make it clear what needs to change, but also how you’ll support them to improve. Tough conversations aren’t about being harsh—they’re about holding people accountable while giving them the opportunity to step up. The best teams aren’t built on comfort. They’re built on honesty, accountability, and leadership that challenges people to be their best. How do you handle difficult conversations with your team? Would love to hear your thoughts! ⬇️ #Leadership #HospitalityLeadership #ToughConversations #TeamSuccess #HospitalityIndustry #Coaching

Running a hospitality business isn’t easy—far from it. It’s fast-paced, unpredictable, and full of challenges. But as we’ve learned from the great James O'Connell at The Hospitality Company, the secret to making something so difficult feel effortless is to simplify it down to three key areas: ✅ Outstanding experiences – for both your guests and your staff. A strong team culture leads to better service, happier guests, and higher retention. ✅ Outstanding food & beverage – consistency is everything. If your food and drinks aren’t top-notch every time, guests won’t return. ✅ Outstanding finances – without a strong handle on costs, pricing, and profitability, even the busiest venues can struggle. When these three areas work together, your business runs smoother, your team thrives, and your guests keep coming back. 🚀 Which of these do you focus on the most? Let’s discuss in the comments! #HospitalitySuccess #WorkSmarterNotHarder #BusinessSimplified

Alcohol-free drinks are no longer just an afterthought—they’re a must-have in hospitality! 🍹✨ With the rise of mindful drinking, having a strong zero-alcohol menu isn’t just good service—it’s smart business. More guests are choosing alcohol-free options, whether for health, lifestyle, or simply as a great alternative. But if your menu only offers soda and juice, you’re missing out on both guest experience and revenue. A well-crafted alcohol-free selection—think creative mocktails, premium zero-proof spirits, and sophisticated sodas—keeps guests engaged and ensures you don’t lose sales during peak service. Planning ahead and offering high-quality alcohol-free choices means you’re staying ahead of the trend while giving every guest a top-tier experience. 🍹🚀 How is your venue adapting to the growing demand for alcohol-free options? Let’s share ideas in the comments! #MindfulDrinking #AlcoholFreeOptions #HospitalityTrends

Beer and wine: the unsung heroes of busy service! 🍷🍺 When cocktails slow you down, these classic options keep the revenue flowing. Here’s the secret to working smarter, not harder—especially during peak times: pre-batch your cocktails! 🕒 While pouring beer or wine is quick, cocktails can take time with all that shaking. But with some planning and preparation, you can skip the bottleneck and keep the service fast, efficient, and profitable. How do you keep things running smoothly during rush hour? Share your tips in the comments! #WorkSmarterNotHarder #BarEfficiency #HospitalityTips

As we kick off the year, many are eager to make changes—but January isn’t the time to rush. ⏳ Instead, use this month to strategize and plan. By taking a step back to create a solid plan now, you’ll ensure your actions from February are well-organized, structured, and sustainable for long-term success. 📅💡 (And don’t worry, I’m not about to become a full-time poet anytime soon!) How do you plan for success in the new year? Share your thoughts in the comments! #StrategicPlanning #LongTermSuccess #NewYearNewGoals