Delivering Standards through Behaviour: How to Engage Your Team to Offer Authentic and Genuine Hospitality

In the world of hospitality, standards are the foundation, but behaviour is the delivery mechanism. While SOPs and brand standards define what "great" looks like, it's your team’s behaviour that determines whether guests feel genuinely welcome or simply processed.

So how do we engage teams to consistently offer authentic, heartfelt hospitality?

1. Start with Why: Help your team understand the reason behind each standard. Don’t just say "greet every guest within 10 seconds." Show them how a warm welcome sets the tone for the entire guest journey.

2. Celebrate Authenticity: Encourage team members to bring their personality into the guest experience. A smile that reaches the eyes, a compliment that feels sincere—these small acts build emotional connections.

3. Role Model the Behaviour: Leaders set the tone. If managers and supervisors behave with warmth, clarity, and consistency, the team will follow.

4. Link Behaviour to Outcomes: Use feedback from guests and audits to show how behaviour impacts guest satisfaction scores, reviews, and even revenue.

5. Coach in the Moment: Turn every shift into a learning opportunity. Celebrate great behaviours in real time, and coach gently when standards slip.

Behaviour is the bridge between the manual and the moment. Get it right, and your standards come to life.