Our people are the product of hospitality. 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. Behind every team member is someone who has been coached and not only trained.
As hotel leaders, we’re not just managing operations—we’re shaping people. We can use coaching to develop confidence, competence and consistency in our teams. It’s not about correcting mistakes—it’s about unlocking potential.
Drawings 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 not a job, but a mindset.
You don’t coach someone when they have a problem. It is a method of leadership. It’s all about being present, observant and intentional when it comes to developing your team. Coaching builds confidence and accountability, whether it’s for a brand-new hire or an experienced team member who is stepping into a different role.
Real-world tip. Start each shift by doing a quick check in. You can ask, “What is one thing that you want to change today?” This sets the tone for growth and ownership.
2. Customize Coaching for Individuals
Each team member learns in a different way. Others need more time to reflect and observe. Great coaches adapt their approach to fit the learner—not the other way around.
Real-world advice: Ask new hires during onboarding how they prefer learning. This insight can be used to help shape the coaching plan.
3. Demonstrate Then Let Them Have A Go
Don’t just tell, show. Step back and demonstrate the task, explaining the “why” of it. Let them try. Let them try. You are there to guide them, not to control.
Real-world tip : When introducing new procedures, pair up the team member and a peer coach to do shadowing. This builds teamwork and confidence.
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 the observation, share your response, invite their feedback, offer suggestions, or express support.
Real-world tip : don’t wait until formal reviews. When it is most appropriate and useful, give feedback immediately.
5. Follow up and stay engaged
Coaching does not end once the task is completed. Be sure to monitor progress, recognize successes, and offer support. If someone’s struggling, don’t assume they’re not trying—assume they need a different kind of help.
Real-world advice: Keep an easy coaching journal. Keep track of what you taught, what they did, and the next steps. This keeps you accountable, and shows that you care about your team.
In the hospitality industry, excellence is developed shift by shift and skill by skills. When we coach with purpose, we don’t just improve performance—we inspire pride. We build teams that are caring, growing, and provide the kind of service which keeps guests coming back.
The Leadership and Collaboration Workshop is for you if you want to build high-performing, collaborative teams. Advanced Diploma in Hotel General Management—endorsed by the Institute of Hospitality—is your next step. This program will help you move beyond the daily operations to strategic leadership that has impact.
