Leadership in hospitality isn’ t about being perfect. It’ s about being present, consistent and human. When we lead with curiosity, clarity and compassion, we create environments where teams thrive— and guests feel the difference.
2. LEAD WITH CLARITY, NOT CERTAINTY l Key Lesson: Strong leaders don’ t need to have or give all the answers— they need a clear view of the present and the courage to move forward. While certainty creates a drive for control and perfection, clarity is about understanding enough to act, decide or learn more. l Illustration: During times of change, leaders often delay communication until they have a finalized plan and feel a sense of control. But waiting for perfection can allow gossip to rise and morale to drop. Sometimes just stating the situation clearly and simply will calm concerns. Here’ s an example:“ We will be changing our I. T. system this year. I know there are questions. I don’ t have all the answers yet, but I do know the changeover won’ t happen for at least three months, it will streamline our work and address the problems we currently have with guest notes— and we’ ll receive training and support.” l Practice: Before making a decision or addressing your team, pause and ask: What do I know for sure right now? or What clarity can I offer my team right now? Then act from that place.
3. CREATE CLEAR AGREEMENTS l Key Lesson: Trust grows when expectations are clear— not just about roles, but about how we’ ll work together. l Illustration: A senior massage therapist repeatedly missed client notes, resulting in guest complaints. Instead of reacting, the spa manager created a new agreement with her: check-ins twice per week and shared accountability. The relationship improved, and the feedback was better received. l Practice: Review your key working relationships. Ask: Have I made my expectations and commitments clear— and mutual?
4. COMMUNICATE WITH TRUTH AND SAFETY l Key Lesson: Facts matter. So does emotional safety. Great leaders combine both. l Illustration: Organizational development experts teach that effective feedback blends data with empathy. One l spa owner I worked with was hesitant to confront a long-time employee. By starting with a recognition of their value, sharing facts and discussing support, the conversation became a turning point— not a breakdown. Practice: Before giving feedback, ask yourself: What are the observable facts? and Am I adding personal judgments? and How can I help them feel safe hearing this?
5. DON’ T TAKE ANYTHING PERSONALLY l
l
l
Leadership in hospitality isn’ t about being perfect. It’ s about being present, consistent and human. When we lead with curiosity, clarity and compassion, we create environments where teams thrive— and guests feel the difference.
Key Lesson: Business, like life, is emotional— but our reactions don’ t need to drive our behavior. Everyone has an inner story shaping their behavior. If you think it’ s about you, think again. Illustration: A spa manager once told me,“ I feel like I’ m failing every time a guest complains about a treatment or service. So I become more demanding, more controlling and more anxious.” Her reactions were affecting her team. We worked to separate her emotional processing from her leadership. The result? Fewer misunderstandings, stronger communication— and more confidence. Practice: When you feel emotionally triggered, try asking: Where can I process this privately so I can lead with clarity and calm? Let your emotions inform you— they need your awareness, not your action. n
DR. JONATHAN ELLERBY provides custom support and leadership programs to facilitate balancing accountability with the powerful tools of emotional intelligence, psychological safety, mindfulness and well-being. | jonathanellerby. com
PULSE n JUNE / JULY 2025 29