Why “Culture Eats Strategy for Breakfast”
In the hospitality industry, where exceptional service is the cornerstone of success, a positive workplace culture is more than a nice-to-have—it’s essential. Renowned management consultant Peter Drucker’s assertion that “culture eats strategy for breakfast” is especially relevant in hospitality. While strategies and business models are crucial for planning and growth, it is the culture of an organisation that shapes its execution, fostering outstanding guest experiences, employee satisfaction, and long-term success.
A positive culture within a hospitality business hinges on shared values, supportive leadership, and a genuine focus on employee wellbeing. When employees feel valued and supported, their enthusiasm and care naturally extend to guests, creating an atmosphere of excellence that sets a business apart.
The Role of Positive Culture in Hospitality
Hospitality thrives on human connection. Whether it’s greeting a guest with a warm smile or going the extra mile to accommodate a request, the interactions between staff and guests define the experience. These interactions are driven by the culture of the organisation.
A positive culture encourages teamwork, respect, and a sense of purpose among employees. It aligns everyone with the mission of delivering exceptional service while fostering an environment where employees can collaborate and grow. When staff members feel that their contributions are recognised and their values align with those of the company, they are more motivated to provide outstanding service.
Furthermore, in an industry known for long hours and high-pressure situations, a culture that prioritises employee wellbeing can make all the difference.
Wellbeing as a Foundation for Success
The hospitality industry can be physically and emotionally demanding. Employees often juggle unpredictable schedules, manage guest expectations, and deal with a fast-paced environment. Without the right support, this can lead to burnout and high turnover rates.
By prioritising wellbeing, hospitality businesses can cultivate a culture that supports their teams and enhances productivity. Initiatives like offering mental health resources, encouraging open communication, and providing flexible rotas show employees that their wellbeing matters. Simple actions, such as ensuring adequate breaks during shifts or recognising achievements, can go a long way in promoting a healthy and motivated workforce.
When employees feel supported, they bring their best selves to work. This not only improves the quality of service but also fosters a sense of loyalty and pride in being part of the organisation.
The Productivity Connection
A wellbeing-focused culture directly influences productivity. Employees who feel valued and cared for are more likely to stay engaged, collaborate effectively, and handle challenges with resilience. This is particularly important in hospitality, where seamless teamwork and quick problem-solving are essential.
Moreover, a supportive culture reduces stress and promotes mental health, which enhances employees’ ability to focus and deliver consistent, high-quality service. Happy and mentally healthy employees create happy guests, driving customer satisfaction and repeat business.
Culture Over Strategy
While strategies provide the roadmap, culture fuels the journey. In hospitality, where guest satisfaction is paramount, a positive culture ensures that strategies are executed with enthusiasm, creativity, and dedication. Whether it’s launching a new service or improving operational efficiency, a supportive and values-driven culture equips employees to succeed.
Hospitality Health Wellbeing Charter
In the hospitality industry, culture isn’t just an internal matter—it’s the foundation of guest satisfaction and business success. By fostering a positive, wellbeing-focused environment, companies can empower teams to deliver exceptional service while promoting mental health and job satisfaction.
A thriving culture builds loyalty, increases retention, enhances productivity, and ensures resilience in the face of challenges.
The recently re-launched Wellbeing Charter is presented to businesses that are doing the “right thing” and putting their staff first. It is awarded to those who have a positive culture, recognising the value in their teams. If you would like to know more, or be considered for the accolade, please get in touch: http://enquiries@hospitalityhealth.org.uk
Gordon McIntyre MBE
Founding Chairman
Hospitality Health