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Setting Clear Expectations

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The Secret to Confident Teams and Thriving Workplaces

In hospitality and tourism, teamwork isn’t just important—it’s everything. Whether it’s ensuring a guest’s stay is seamless or juggling peak-season rushes, clear communication and expectations are the glue that holds it all together. But there’s another bonus: they create psychologically safe workplaces where people feel comfortable, valued, and ready to do their best.

Here’s why that matters and how to make it happen.

Why Clear Expectations Are a Game-Changer

When expectations are clear, everyone knows what’s expected—and that builds trust and confidence. It also makes work smoother and more enjoyable. In a workplace with strong communication:

  • Team members feel confident in their roles and know they won’t be blamed for things outside their control.
  • People are more comfortable speaking up about challenges or sharing ideas.
  • Everyone feels included and supported, leading to better results and a happier work environment.

On the flip side, unclear expectations can lead to confusion, finger-pointing, and frustration. Take this example: a hotel front desk agent assumes housekeeping will deal with a guest’s complaint about a room issue, but housekeeping thinks it’s the front desk’s job. The issue drags on, the guest gets frustrated, and both employees feel unsupported.

Clear communication fixes this—and prevents it from happening again.

Four Simple Ways to Set Clear Expectations

Building clarity doesn’t have to be complicated. Try these steps:

  • Make Roles Crystal Clear
    • Break tasks into specific goals (like response times or cleanliness ratings).
    • Explain how each person’s work fits into the bigger picture.
    • Give regular feedback so everyone feels they’re on the right track.
  • Create a Safe Space for Conversations
    • Host regular check-ins where the team can share what’s working and what’s not.
    • Make it clear there’s no such thing as a “bad idea” or a “silly question.”
    • Encourage teamwork by solving problems together.
  • Work Smarter, Not Harder
    • Ask team members to log tasks now and then to find where things overlap or get missed.
    • Use this info to tweak workflows and make everyone’s jobs easier.
  • Be Ready for Busy Times
    • Plan ahead for seasonal rushes with clear schedules and realistic goals.
    • Make sure everyone has the tools, training, and backup they need to shine.

Real-Life Wins with Clear Communication

  • Hotels: Weekly team huddles during busy seasons help set priorities, tackle issues early, and keep workloads fair.
  • Wineries: Open harvest check-ins ensure teams feel heard, reduce bottlenecks, and keep spirits high when it’s crunch time.
  • Restaurants: Quick post-shift meetings smooth out confusion about server and busser duties, improving service and morale.

Clear expectations don’t just make the job easier—they make teams stronger, happier, and more confident. Supervisors: your team thrives when they know the plan. Employees: speak up and embrace clarity—it’s your ticket to stress-free work and proud moments. Together, we can create workplaces where everyone wins—guests included.