One of my favorite sayings that I heard when I first started working in the hospitality industry was that “a rising tide raises all ships.” To me, this simply meant that we are in this together. If we approach an event with that mindset then we find ourselves riding each cresting wave and sharing in the success at the end of the journey.
Your greatest asset when working in this industry is empathy. You must understand that when you agree to come aboard you agree to join a team. You have to feel those ups and downs along with your client in order to build a connection. The more connected you are with a client the better you handle those ups and downs together, solving any problem that comes either of your way.
Empathy is not simply reserved for clients in the hospitality industry – it is a something you must share with staff as well. It is important for your staff to know that the more they care about the job they do the more you are all able to share in the success of a job well done. If your boat begins to take on water in rough seas, you’d expect them to help bail that water out and batten down the hatches – and they should expect you to do the same if water starts to be taken on by their boat. The preceding is what true partnership is.
At the end of the day, it all truly comes down to this: you cannot expect people to care when they are not being cared for.
-Will McCrory, AYS Baltimore