The Secret Ingredient to Leadership: The Power of Listening

A 3 min read.

 In the bustling world of the restaurant business, one skill stands more important than others - the power of listening.

As leaders in the hospitality industry, we're often consumed by multiple responsibilities such as planning, strategizing, managing, leading, and so on. But amidst all this, there's one aspect we sometimes neglect - how well are we listening to our people? 

In my experience as an operator and coach, particularly within the hospitality industry, I've noticed that leaders often undervalue the power of listening. It’s about time we change that. 

A good listener can indeed make an excellent leader. Sounds simple, but it's an art that takes practice to master. 

If you want to create a customized plan to level up your leadership, let’s connect.

Let's unravel this secret ingredient of leadership, beginning with the three levels of listening, and show you how to turn attentive listening into your leadership superpower. 

The Three Levels of Leadership Listening:

1. Internal Listening:

 At this basic level, individuals are more focused on their own thoughts and responses than on what the other person is saying. In a restaurant setting, a leader practicing internal listening might be preoccupied with their own ideas about menu changes or operational improvements, hindering their ability to fully grasp the concerns or suggestions of their team members.

2. Focused Listening:
 Moving to the next level, we have focused listening, a crucial skill for effective communication in a restaurant setting. In this phase, deliberately set aside internal dialogues and immerse yourself in the words of your team members. Leaders who engage in focused listening within a restaurant environment gain a heightened ability to comprehend the specific needs and ideas put forth by their team. This practice not only demonstrates respect but also fosters a deeper understanding, cultivating a culture of collaboration and responsiveness in the dynamic restaurant workplace.

3. Global Listening: 

Global listening goes beyond the spoken words. In a restaurant, global listening enables leaders to connect with their team on a deeper level, recognizing not only what is being said but also the underlying feelings and motivations. This empathetic approach to listening builds trust and creates an atmosphere of emotional safety in your working environment. By tuning in to the subtle aspects of communication, leaders can create a workplace vibe where team members feel listened to, appreciated, and understood, ultimately boosting teamwork and camaraderie in the restaurant.

But being aware of these levels is just the beginning. The real transformation comes when you apply them in your daily interactions.

Let me share three practical tips to help you practice these listening levels and become an excellent communicator in your restaurant. 

If you are looking to increase your self awareness as a leader, let’s connect.

How to Listen Like a Restaurant Leadership Pro: 

1. Practice Mindfulness:

  Transform your daily interactions by embracing mindfulness. Set aside any distractions and devote your full attention to the conversation. Picture this, you're at your favorite coffee, hunched over your steaming coffee cup. The world is a dull hum — your only focus is the person sitting across from you. You listen, engaging fully, moving beyond just internal listening to a broader, more global perception.

2. Ask Open-Ended Questions:

   Encourage meaningful dialogue by asking open-ended questions that prompt detailed responses. Instead of simply seeking yes or no answers, inquire about team members' thoughts, feelings, and experiences. This not only demonstrates genuine interest but also opens the door to a deeper level of understanding.

3. Provide Feedback:

   Actively demonstrate that you are engaged in the conversation by providing feedback. Repeating or paraphrasing what someone has said not only ensures comprehension but also conveys that you value their input. This simple act promotes a culture of open communication and collaboration.

For leaders in the hospitality industry, particularly in full-service restaurants, the skill of active listening is not merely a communication tactic. It is a strategic imperative that shapes the culture and growth of your establishment.

By understanding the three levels of listening and implementing practical tips to enhance this skill, leaders can create a more harmonious and productive work environment, ultimately contributing to the success and longevity of their restaurant.

P.S.

Whenever you are ready, here are 4 ways I can support you:

1. Tune into No Hesitations Restaurant Leadership Podcast, the show where restaurant leaders learn tools, tactics and habits from the world's greatest operators. Check out this week’s latest episode.

2. If you are a restaurant leader looking for a strategic partner to overcome burnout, reignite your passion or increase retention in your restaurant, let's connect. Email me at christinlmarvin@gmail.com or you can even text me at 719-494-6074.

(Rest assured, I won't attempt to sell you anything.)

3. Promote yourself to my network of national restaurant leaders by sponsoring this newsletter.

4. Each week, I provide hospitality leaders with valuable tools and resources to shift from surviving to thriving by embracing mental fitness. Subscribe to my newsletter below to receive these helpful tips directly in your inbox.

Another incredible company that is making a huge impact in the hospitality space is Benchmark Sixty. Jim Taylor, founder and CEO has created a 3 step process that will allow you to combat rising costs without raising prices or cutting your staff. Check out his full list of services here at Benchmark Sixty.

Unveiling the Dichotomy Between Leadership and Management in Restaurant Operations

A 4 min read.

 

In the dynamic realm of the restaurant world, the terms "management" and "leadership" are not mutually exclusive yet manifest in distinct ways.  As is all too common, someone can excel at managing operations while lacking the critical component of leading a team, and vice versa.  

The key to a successful restaurant and the seamless functioning of its operations is ensuring anyone in a supervisory role finds a respectful balance between the two terms. 

In this article, we’ll delve into the nuanced differences between restaurant leadership and management, shedding light on the characteristics that define each and what’s necessary to take the transformative journey from manager to leader in this dynamic environment.  

If you want to create a customized plan to grow your managers into leaders, let’s connect.

Defining Leadership and Management in Restaurants 

Restaurant operations demand a delicate balance between efficiency and a personalized guest experience. Management involves effectively organizing resources, tasks, and staff to ensure the smooth flow of service and the overall functioning of the restaurant. 

A manager oversees daily operations, handles logistics, and ensures the guest experience aligns with the restaurant's vision. Within the restaurant context, leadership goes above and beyond organizational aspects and focuses on inspiring and guiding the team to create a welcoming and memorable experience for guests. 

A leader not only manages operations but also motivates the staff, fostering a positive and cohesive atmosphere that enhances the overall guest experience. Think of management as the brain—it controls the functional components that ensure a smooth and efficient operation. On the other hand, leadership is the heart and blood pumping life and energy to the operations. 

While each brings individual value, their success is intertwined. 

If you are having trouble turning your managers into leaders, let’s connect.

Why Some Managers Are Reluctant to Embrace Leadership Roles

Though it may be surprising to hear, not all managers are natural leaders. 

Some folks get promoted into management simply because they excel at the functional part of operations, but they still need training and support to transform from simple management to leadership.  In an article published by The Stephen M. Ross School of Business at the University of Michigan, Julia Lee Cunningham explores the reluctance of some managers to embrace leadership roles. 

Cunningham identifies three primary reasons for this reluctance:

1. Fear of Being Seen as Bossy and Domineering:

Individuals may hesitate to assume leadership roles due to the fear of being perceived as bossy, pushy, or domineering. Overcoming this fear is crucial for fostering a collaborative and supportive work environment.

2. Fear of Seeming Different:

A common concern is the reluctance to signal a shift in identity by embracing a leadership role. Managers may fear that recognition as leaders will set them apart from their peers, potentially creating a sense of isolation.

3. Fear of Seeming Unqualified:

Impostor syndrome often accompanies the fear of being seen as unqualified. Managers may doubt their abilities, fearing that their knowledge might not be exhaustive, and this fear can hinder their progression into leadership roles.

When management neglects to evolve into leadership, it negatively affects team morale and the work environment, which can cause unwanted consequences, like employee turnover and a drop in customer service. 

Every team needs leaders to encourage success, offer support, and make minor directions in the form of performance reviews and coaching. This is where management becomes leadership.

The Evolutionary Journey: How Managers Become Leaders in Restaurants

The journey from manager to leader in restaurant operations is a continuous learning process shaped by experiences, challenges, and a commitment to personal growth.  As managers gain exposure to the diverse facets of guest service, they begin to recognize the pivotal role of leadership in achieving long-term success.

This evolution involves a shift in mindset – from focusing solely on day-to-day operations to envisioning the future and inspiring a team toward a shared goal of delivering exceptional service.  Envisioning the future of leadership starts with self-awareness, creating a vision of the type of leader you’d like to be, and creating a clear path to how you will show up each day.

Here's a step-by-step exercise I use in my leadership workshops to apply this insight:

1. Begin by reflecting on a leader you admire or who has left a lasting impact on you.

2. Compile a list of the qualities that make this leader exceptional.

3. Select five characteristics you wish to embody.

4. Systematically create action items for each characteristic and commit to fulfilling each one.

5. Observe the growth in your leadership and expand your list to continue your personal development.

After identifying and setting your own leadership goals, it’s essential to practice some tried and true techniques that allow leaders to listen to their team and motivate them to be the best version of themselves. First, engaging in one-on-one sessions with the team becomes a powerful and effective investment in team development and personal leadership growth in a restaurant's bustling and distracting ambiance. 

These sessions provide an opportunity to listen to your team, comfortably receive feedback, hone problem-solving skills, and practice strategic thinking—all essential elements of effective leadership. Next, creating a welcoming atmosphere is an art mastered by leaders who lead by example, extending their hospitality to guests and staff as if inviting them into their own homes. 

This involves dedicating as much consideration to the employee experience as the guest experience. Make efforts to prioritize employee well-being beyond just employment tenure by meticulously crafting onboarding and offboarding experiences. Lastly, nurturing a collaborative work environment is a pivotal task for any leader, echoing the adage, "People work for people, not companies," which is especially relevant in contemporary times. 

Cross-training within the organization stands out as an effective strategy to encourage collaboration. Cross-training ensures that employees are familiar with various roles within the restaurant, enhancing their skill set and creating a more flexible and adaptable team. When team members understand each other's responsibilities, they can provide better support during busy periods. 

The evolution from manager to leader requires a multifaceted approach encompassing understanding team dynamics, mastering effective communication through one-on-one interactions, and embodying the art of creating a welcoming and collaborative atmosphere. 

Embracing Both Roles for Unparalleled Restaurant Success

While the distinctions between leadership and management are clear, it's crucial to recognize that both roles are indispensable for unparalleled success in restaurant operations. A restaurant needs efficient management to ensure seamless service, staff coordination, and logistical precision. 

Simultaneously, leadership injects passion, innovation, and inspiration into the team, creating a guest experience that surpasses mere efficiency and leaves a lasting impression. A restaurant's operations thrive on the delicate balance between leadership and management. 

Understanding and appreciating the nuances of each role is essential for individuals aspiring to excel in guest service. As the hospitality industry continues to evolve, those who seamlessly integrate effective management and inspirational leadership are poised to make a lasting impact on the culinary landscape, one guest at a time.

For more tips, tools, and tactics on effective restaurant leadership, subscribe to the No Hesitations podcast, which is available anywhere you listen to podcasts. 

To schedule a 10-minute discovery call or learn how I partner with restaurant leaders through one-on-one coaching and leadership workshops, visit christinmarvin.com.

**Source:**

https://michiganross.umich.edu/news/three-fears-make-us-reluctant-act-leaders#:~:text=First%20is%20the%20fear%20of,a%20fear%20of%20seeming%20different.by Julia Lee Cunningham, The Stephen M. Ross School of Business at the University of Michigan.

P.S.

Whenever you are ready, here are 4 ways I can support you:

1. Tune into No Hesitations Restaurant Leadership Podcast, the show where restaurant leaders learn tools, tactics and habits from the world's greatest operators. Check out this week’s latest episode.

2. If you are a restaurant leader looking for a strategic partner to overcome burnout, reignite your passion or increase retention in your restaurant, let's connect. Email me at christinlmarvin@gmail.com or you can even text me at 719-494-6074.

(Rest assured, I won't attempt to sell you anything.)

3. Promote yourself to my network of national restaurant leaders by sponsoring this newsletter.

4. Each week, I provide hospitality leaders with valuable tools and resources to shift from surviving to thriving by embracing mental fitness. Subscribe to my newsletter below to receive these helpful tips directly in your inbox.

Another incredible company that is making a huge impact in the hospitality space is Benchmark Sixty. Jim Taylor, founder and CEO has created a 3 step process that will allow you to combat rising costs without raising prices or cutting your staff. Check out his full list of services here at Benchmark Sixty.

Effective One-on-One Meetings for Restaurant Leaders

A 2 min read.

Frequently, my clients inquire about ways to enhance their communication with their managers, aiming for greater clarity in expressing expectations, continuous leadership development, and adept handling of challenging conversations, such as one-on-ones. Many restaurant leaders I collaborate with excel at pleasing people, fostering strong team relationships, but struggle with tough conversations due to the fear of straining those relationships.

Today, I challenge you to reconsider your role as a communicator and explore how you can refine your communication skills through effective one-on-one meetings. If you're not already conducting such meetings with your management team or business partners, now is the perfect opportunity to start and elevate your business.

If you are ready to level up your communication skills, let’s connect.

An article in the Harvard Business Review refers to one-on-one meetings as a potentially "powerful tool for managing your business, leading your employees, and promoting their work." However, do we truly unlock that power each time we engage in a one-on-one?

Before delving into the characteristics of an effective one-on-one, let's first understand what it is and discuss its purpose in the restaurant business. A one-on-one is a conversation between two people that can serve various purposes.

It could be a "connection" conversation with a new employee, a "discovery" conversation to identify an employee's aspirations for development, or a "tough" conversation where expectations need resetting or performance concerns addressed. From my experience, the more "connection" and "discovery" conversations you engage in – the enjoyable ones – the fewer "tough" conversations you'll need in the future.

Many operators I collaborate with express concerns about the need for a structured system for these one-on-ones. I consistently ask them, "What do you aim to achieve from the conversation?" I encourage them to focus on answering that question rather than stressing over implementing a system, as this can hinder them from gaining valuable feedback, insights, and building momentum in their restaurant. For those inclined towards systems, desiring a way to capture notes and create a paper trail, consider starting simple.

Develop a form with three straightforward questions:

1. What do you enjoy about this job?

2. Where do you identify areas for improvement?

3. What would you like to learn next?

These questions can reveal why employees choose to work for you, providing language for job descriptions and interviews. Inquiring about areas for improvement establishes trust, offering insight into their self-awareness and highlighting opportunities in your training program. The third question initiates the development journey for your team, where the real magic happens.

If you're not currently holding one-on-ones, my challenge is to start with these three questions and spend 20 minutes with three employees within the next 14 days.

If you want help getting started, let’s connect.

For those already conducting one-on-ones, evaluate their effectiveness by asking yourself the following questions:

1. Are these meetings consistently held, or are they frequently canceled or rescheduled?

2. Do these meetings feel like checkbox-ticking exercises, or do they contribute to your personal and professional growth?

3. Are the meetings insightful and result-driven, or do they feel like obligatory tasks rather than something you genuinely want to do?

4. Does the conversation flow naturally, or does it feel like you're working through a mandatory checklist?

5. Can you observe tangible impacts from these meetings on your productivity, team morale, and overall business perspective?

A truly effective one-on-one meeting should serve as a platform for open dialogue, a space to share insights, and a mechanism to create a clear roadmap to success. It's about establishing a safe and constructive space that fosters natural and productive conversations, not merely fulfilling a meeting requirement.

Take on this challenge: Observe how the next one-on-one influences your productivity, overall morale, and business perspective.

A well-designed and executed meeting should elevate both parties on professional and personal levels. Evaluate, adapt, and improve. Remember, the ultimate purpose of such meetings is to establish a better connection, create alignment, and foster mutual growth. It should be viewed as a two-way street of communication, benefiting both parties in every interaction.

P.S.

Whenever you are ready, here are 4 ways I can support you:

1. Tune into No Hesitations Restaurant Leadership Podcast, the show where restaurant leaders learn tools, tactics and habits from the world's greatest operators. Click here to subscribe or follow.

2. If you are a restaurant leader looking for a strategic partner to overcome burnout, reignite your passion or increase retention in your restaurant, let's connect. Email me at christinlmarvin@gmail.com or you can even text me at 719-494-6074.

(Rest assured, I won't attempt to sell you anything.)

3. Promote yourself to my network of national restaurant leaders by sponsoring this newsletter.

4. Each week, I provide hospitality leaders with valuable tools and resources to shift from surviving to thriving by embracing mental fitness. Subscribe to my newsletter below to receive these helpful tips directly in your inbox.

Another incredible company that is making a huge impact in the hospitality space is Benchmark Sixty. Jim Taylor, founder and CEO has created a 3 step process that will allow you to combat rising costs without raising prices or cutting your staff. Check out his full list of services here at Benchmark Sixty.

4 Strategies to Retain Your Restaurant Team

A 2 min read.

Employee retention stands as a critical factor in the effective management of a successful restaurant, presenting a major challenge for full-service establishments in today's landscape. The influx of a new generation of restaurant staff brings with it distinct values, different expectations, and a reduced level of industry experience. 

This workforce prioritizes higher wages, clearly defined job roles and expectations, flexible schedules, as well as feedback and recognition. Although turnover rates in the hospitality industry can be high, strategic implementation by restaurant owners and managers can cultivate a positive work environment, fostering an atmosphere that encourages team members to remain with the establishment. This article highlights strategies on how to create a positive work environment, offering competitive pay, flexible scheduling, and providing regular feedback and recognition.

If you are having trouble retaining your team, let’s connect.

Here are fundamental guidelines for retaining your restaurant team:

1. Foster a Positive Work Culture:

   Approach: Establish a workplace culture centered around collaboration, respect, and open communication.

   Method: Leaders actively engaging with their teams on the floor can provide daily feedback, acknowledgment, and coaching for growth. This starts with a mindset where leaders believe everyone is capable of achieving success.

   Challenge: Select one employee during each shift for observation and praise to promote open communication, build respect, and establish a coaching-oriented culture.

2. Competitive Compensation and Benefits:

   Approach: Ensure that your compensation packages are competitive within the industry.

   Method: Conduct regular market research by reviewing job search sites such as Indeed and Poached, consulting hospitality recruiters, and understanding industry pay trends.

   Challenge: Survey your team or use social media to discover attractive benefits. Consider offerings like health insurance, employee discounts, or performance bonuses.

3. Flexible Scheduling:

   Approach: Recognize the importance of work-life balance for your team.

   Method: Implement flexible scheduling options when possible. Proactively post jobs year-round to build a talent bench, ensuring you are never short-staffed.

   Challenge: Have brief conversations with each staff member to assess schedule satisfaction and make necessary adjustments.

4. Regular Feedback and Recognition:

   Approach: Recognize and appreciate team members regularly for their hard work and dedication.

   Method: Establish a feedback system with regular performance reviews. Schedule one-on-one meetings to provide positive feedback, identify areas for improvement, and discuss professional growth within the company.

   Challenge: Conduct individual check-ins to gauge job satisfaction, offer positive feedback, address improvement areas, and inquire about their aspirations within the company.

By implementing these strategies, restaurant owners can cultivate a supportive and engaging work environment that encourages employee retention. A satisfied and motivated team not only contributes to the restaurant's success but also enhances the overall dining experience for customers.

P.S.

Whenever you are ready, here are 4 ways I can support you:

1. Tune into No Hesitations Restaurant Leadership Podcast, the show where restaurant leaders learn tools, tactics and habits from the world's greatest operators. Click here to subscribe or follow.

2. If you are a restaurant leader looking for a strategic partner to overcome burnout, reignite your passion or increase retention in your restaurant, let's connect. Email me at christinlmarvin@gmail.com or you can even text me at 719-494-6074.

(Rest assured, I won't attempt to sell you anything.)

3. Promote yourself to my network of national restaurant leaders by sponsoring this newsletter.

4. Each week, I provide hospitality leaders with valuable tools and resources to shift from surviving to thriving by embracing mental fitness. Subscribe to my newsletter below to receive these helpful tips directly in your inbox.

Another incredible company that is making a huge impact in the hospitality space is Benchmark Sixty. Jim Taylor, founder and CEO has created a 3 step process that will allow you to combat rising costs without raising prices or cutting your staff. Check out his full list of services here at Benchmark Sixty.