Thriving Through Feedback: A Hospitality Employee’s Guide
In the fast-paced world of hospitality, feedback is inevitable. Whether it’s from guests, colleagues, or managers, how we give and receive feedback shapes our professional growth and workplace culture. There’s a challenge unique to our industry: most feedback happens in bustling, guest-facing environments where privacy is scarce, and time is limited.
The Power of Psychological Safety
Psychological safety—the belief that you won’t be punished or humiliated for speaking up with ideas, questions, or concerns—is the foundation of effective feedback. In psychologically safe environments, team members openly discuss successes and failures, share innovative ideas, and address concerns before they become problems.
Signs of a psychologically safe workplace include teammates who ask questions, managers who admit mistakes, and discussions that focus on situations rather than blaming individuals. When you feel safe to speak up, feedback becomes a tool for growth rather than a source of anxiety.
We have created a supporting resource to accompany this article, it can be used as a handy printable resource for your workplace.
Formal vs. Informal Feedback
Feedback in hospitality comes in many forms. Formal feedback occurs during scheduled performance reviews or disciplinary conversations, while informal feedback happens in daily interactions—a quick word after a guest interaction or a suggestion during pre-shift meetings.
Both types are valuable and require different approaches. Informal feedback should still be specific and constructive but might be briefer. Formal feedback demands more detailed examples and documentation. If you notice a pattern that requires multiple informal conversations, it may be time to transition to a more formal discussion.
Finding Privacy in Public Spaces
One of hospitality’s biggest challenges is finding appropriate spaces for feedback conversations. Here are practical strategies:
- Request a quick meeting before or after a shift
- Use quiet corners during non-peak hours
- Book small meeting rooms typically reserved for guests
- Take a “feedback walk” around the property
- Hold discussions in break rooms during slower periods
If immediate privacy isn’t possible, schedule a specific time: “I’d like to discuss something with you. Can we meet at 3 pm when the lunch rush is over?”
Giving Specific, Constructive Feedback
When giving feedback, specificity is crucial. Instead of “Your service was slow today,” try the SBI (Situation-Behaviour-Impact) method:
- Situation: “During the Johnson party’s dinner service…”
- Behaviour: “…I noticed their water glasses remained empty for about 15 minutes…”
- Impact: “…which led to them mentioning it on their comment card and potentially affecting their overall experience.”
Focus on observable behaviours rather than making assumptions about intentions. Replace “You don’t care about guest satisfaction” with “When guests aren’t checked on regularly, their needs might go unmet.”
Effective Alternatives
Be aware of what phrases and words you’re using. Here are some examples of common pitfalls, and what to say instead.
Absolutes → Specific Observations
- Instead of: “You always forget to restock the minibar”
- Say: “I noticed the minibars in rooms 203 and 215 weren’t fully stocked during yesterday’s inspection”
“But” statements → Additive Language
- Instead of: “Your check-in process is efficient, but guests seem confused”
- Say: “Your check-in process is efficient, and adding a brief explanation of our amenities would enhance the guest experience”
“Why” questions → Solution-Focused Inquiries
- Instead of: “Why did you charge the guest incorrectly?”
- Say: “What process could we implement to ensure billing accuracy in the future?”
Judgmental labels → Behaviour-Based Feedback
- Instead of: “That was unprofessional how you spoke to that guest”
- Say: “When addressing guest complaints, speaking in a softer tone helps them feel heard and valued”
“You should” statements → Collaborative Suggestions
- Instead of: “You should be more attentive to VIP guests”
- Say: “What if we created a checklist for VIP arrivals to ensure consistent service?”
Vague terms → Specific Examples
- Instead of: “Your customer service needs improvement”
- Say: “Making eye contact and using the guest’s name creates a more personalized check-in experience”
Comparisons to others → Individual Focus
- Instead of: “Why can’t you be more like Jamie in handling reservations?”
- Say: “I’ve noticed you have a talent for detail. Using our reservation system’s note feature would help capture guest preferences effectively”
Criticism signals → Direct, Constructive Feedback
- Instead of: “No offense, but your tour guiding needs work”
- Say: “Adding local stories and historical facts would make your tours even more engaging for our guests”
Receiving Feedback Effectively
Receiving feedback gracefully is equally important. The HEAR method can help:
- Hold back your initial reaction
- Explore what’s being shared
- Ask clarifying questions
- Reflect on how to apply what you’ve learned
If you receive general feedback, politely ask for specific examples: “I’d really like to improve. Could you share a specific situation where you noticed this happening?”
The Follow-Up Commitment
Feedback without follow-up loses effectiveness. When receiving feedback, suggest a timeline: “I’ll work on this over the next week. Could we check in next Tuesday to discuss my progress?”
When giving feedback, be clear about when you’ll follow up: “Let’s touch base on Friday to see how these adjustments are working for you.”
Creating this accountability loop demonstrates commitment to improvement and builds trust within your team.
Remember, in hospitality, our success depends on communication. By embracing feedback as a growth tool and creating psychologically safe spaces for honest conversations, we not only improve our individual performance but elevate the entire guest experience.