In hospitality, our people are our product. The warmth of a welcome, the precision of a plated dish, the speed of a room turnaround—these are the moments that define a guest’s experience. And behind every one of them is a team member who was coached, not just trained.
As hotel leaders, we’re not just managing operations—we’re shaping people. Coaching is one of the most powerful tools we have to build confidence, competence, and consistency across our teams. It’s not about correcting mistakes—it’s about unlocking potential.
Drawing from the Coach Others in Job Skills, here are five coaching principles that have transformed how I lead—and how my teams perform.
1. Coaching Is a Leadership Mindset, Not a Task
Coaching isn’t something you do once a problem arises. It’s a way of leading. It’s about being present, observant, and intentional in how you develop your people. Whether it’s a new hire learning the ropes or a seasoned team member stepping into a new role, coaching builds self-belief and accountability.
Real-world tip: Start every shift with a quick check-in. Ask, “What’s one thing you want to improve today?” It sets a tone of growth and ownership.
2. Tailor Coaching to the Individual
No two team members learn the same way. Some thrive with hands-on practice, others need time to observe and reflect. Great coaches adapt their approach to fit the learner—not the other way around.
Real-world tip: During onboarding, ask new hires how they prefer to learn. Use that insight to shape their coaching plan.
3. Demonstrate, Then Let Them Try
Show, don’t just tell. Demonstrate the task clearly, explain the “why” behind it, and then step back. Let them try. Let them stumble. Be there to guide, not to control.
Real-world tip: When introducing a new procedure, pair the team member with a peer coach for shadowing. It builds confidence and camaraderie.
4. Feedback Should Be Frequent, Focused, and Forward-Looking
Constructive feedback isn’t about pointing out flaws—it’s about showing someone how to get better. Use the six-step method: state the purpose, describe what you observed, share your reaction, invite their input, offer suggestions, and express support.
Real-world tip: Don’t wait for formal reviews. Give feedback in the moment, when it’s most relevant and actionable.
5. Follow Up and Stay Engaged
Coaching doesn’t end when the task is learned. Monitor progress, celebrate wins, and be available for support. If someone’s struggling, don’t assume they’re not trying—assume they need a different kind of help.
Real-world tip: Keep a simple coaching log. Track what was taught, how they responded, and what’s next. It keeps you accountable and shows your team you’re invested.
In hospitality, excellence is built shift by shift, skill by skill. When we coach with purpose, we don’t just improve performance—we inspire pride. We create teams that care, grow, and deliver the kind of service that keeps guests coming back.
If you’re ready to lead with clarity, build high-performing teams, and foster a culture of collaboration, the Advanced Diploma in Hotel General Management—endorsed by the Institute of Hospitality—is your next step. This program equips you to move beyond daily operations and into strategic leadership with purpose and impact.
