What if every hospitality business had one person whose sole responsibility was to ensure team members were genuinely happy at work?
The trouble is, most managers and supervisors — the very people expected to do this — are already overloaded with operations and other targets.
It is not only managers who are “unhappy”. It includes all team members.
Why are team members not happy in their jobs in the hospitality industry nowadays?
What are the biggest frustrations for staff members in hospitality in New Zealand?
In hospitality, staff frustration stems from many reasons:
• poor working conditions,
• insufficient support,
• low pay,
• high demands,
• long and irregular hours,
• burnout,
• and thus, high turnover.
Other serious issues include workplace harassment and mistreatment, lack of career progression, inadequate training, and challenges in building team community within a hospitality business.
So what if, at a hospitality business, one employee’s main KPI was team happiness?
Imagine how focusing deeply on employee satisfaction could transform an entire operation.
I believe that when employees feel genuinely valued and supported — meaning they are happy — everything else improves.
What if employees are truly happy where they work? What would happen then?
Guest Experience and Service
• Upselling actually happens, and it happens naturally.
• Guests are consistently satisfied. Fewer complaints, more positive feedback.
• The guest experience feels effortless and intuitive.
• Team members go the extra mile to provide great hospitality.
• Stronger brand loyalty and repeat business because guests consistently receive outstanding service.
Operational and Cultural Efficiency
• Operations flow smoothly without micromanagement, as staff are self-motivated and responsible.
• Higher-quality food and service standards. Employees taking greater pride in their work.
• Creative and proactive problem-solving as invested employees look for ways to improve processes.
• Improved inter-departmental collaboration (e.g., kitchen and service staff, front desk and housekeeping), leading to faster resolution of issues.
• More effective peer-to-peer training as happy “veterans” enthusiastically mentor new hires.
Business and Financial Impact
• Significantly reduced staff turnover, slashing the high recruitment and training costs typical of the hospitality industry.
• The business becomes a magnet for top talent because the positive culture is attractive.
Now.
Take a moment to think about an establishment where this kind of energy is present — customers would instantly feel it.
“Feel it?” – Yes!
Because guest experience is instinctive, not necessarily conscious. I wrote about this in my Sweat the Small Stuff in Your Business article.
A single tactic in hospo with massive pay-offs.
The formula is simple: management takes care of the team, and the team will take care of the guests.
Talk about the simplest hack in hospitality with the most remarkable results.
I think this is it.
If your business had a “Head of Team Happiness,” what would change?
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I am Shopi.
I provide no B.S. marketing & design for Hospitality Businesses.
