🌱Characteristics of a Great Leader: Lessons from the Hospitality Industry
A 2 min read.
In the hospitality industry, leadership is about more than just keeping operations running smoothly; it’s about inspiring a team to grow, thrive, and work toward a shared vision. Reflecting on my time at Mountain Top, one of the key elements of our success was the exceptional leadership that guided us, along with the team culture we built together.
To read more and gain insights into over 30 leadership lessons in hospitality, grab your copy of The Hospitality Leader's Roadmap: Move from Ordinary to Extraordinary, available on October 15th on Amazon.
We intentionally hired people who were curious, respectful, self-aware, and caring. This team bought into the vision of becoming the best restaurant in town and embraced a culture of teamwork and learning. With tip-pooling in place, each team member saw the entire dining room as their responsibility. They were quick to help one another and truly invested in providing the best guest experience.
One of our most memorable moments was hosting Jacques PĂ©pin's 60th birthday party. His celebration, filled with love and admiration from his family and friends, highlighted the importance of kindness and humility, qualities that great leaders embody.
At the heart of our success was our general manager, Matthew. His leadership was rooted in knowledge, discipline, trust, and respect. Coming from Union Square Cafe, Matthew brought philosophies from Setting the Table into our restaurant, emphasizing guest experience and employee care. He introduced the concept of "Something For Nothing" (SFN) — opportunities for staff to surprise and delight guests by going above and beyond. Whether it was writing a message on a dessert or ensuring a guest had safe transportation after a long night, these gestures helped foster a service-oriented culture.
Matthew's leadership extended beyond guest care. He set clear expectations and held us accountable while balancing discipline with humor. His one-on-one coaching sessions were invaluable, teaching me the importance of follow-up and self-advocacy. A leader’s role, as he showed, is to provide the tools and resources needed for their staff to succeed. This lesson shaped my management style and set the foundation for my future growth as a leader.
If you are wanting to enhance your leadership, I can help. Let's connect at christinlmarvin@gmail.com
Through Matthew’s mentorship, I learned that great leadership is about creating an environment where learning and growth are constant. Weekly pre-shift meetings, where we discussed menu presentations and wine pairings, were a testament to this. I became certified as a sommelier and expanded my knowledge of mixology, enriching my understanding of the industry.
While I didn't get the opportunity to become general manager at Mountain Top, the lessons I learned from Matthew stayed with me. Leadership is about more than the title; it’s about creating systems that support your team and the business. Leaders who inspire growth, uphold high standards, and foster a culture of respect and learning are the ones who truly leave a lasting impact.
If you’re ready to take your leadership to the next level and learn more about the journey from ordinary to extraordinary, grab your copy of The Hospitality Leader’s Roadmap when it releases on October 15th. Don't miss out on the tools and insights that can transform your leadership approach and your restaurant’s success.
P.S.
For more leadership development, here are some additional resources for you:
My book, The Hospitality Leader’s Roadmap: Move from Ordinary to Extraordinary will be available on Amazon October 15th in paperback, ebook and audiobook.
Tune into the No Hesitations Podcast Episode 32 : How to Lead with Clarity : 5 Strategies for Effective Restaurant Management
Contact me for a strategy session about overcoming your biggest challenge at christinlmarvin@gmail.com and start transforming your mindset, your restaurant, and your life today!
