001 | The Culture Crisis Killing Your Team and How to Fix It
- Alex Munford
- Nov 13
- 4 min read
Updated: Nov 14
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In the world of hospitality, your team culture is everything. It impacts employee satisfaction, guest experiences, and every other intricacy leading to the overall success or failure of your business. And yet, far too many restaurants are grappling with a culture crisis. A toxic work environment that leads to high turnover, disengaged staff, and poor customer service.
To be clear, the culture crisis isn’t always obvious.
It can manifest in small ways: lack of communication, absence of recognition, or unresolved conflicts, that slowly chip away at your team’s morale. Over time, this undermines your restaurant’s reputation and performance.
But the good news? You can fix it. And, even better, that fix is relatively pain free.
A positive, thriving culture is the foundation of any successful hospitality business. When your team is engaged and supported, they’re more likely to stay with you long-term, work harder, and provide exceptional service. On the other hand, if you're not intentional about it, a toxic culture leads to disengagement, higher turnover, and poor guest experiences.
In fact, research shows that businesses with strong, positive cultures see higher employee retention, better customer satisfaction, and as a result of being good with people - increased profitability. For hospitality businesses, this is especially critical. Your team is the face of your restaurant, and their attitude and energy directly impact the experience your guests have. If they're having a good time, your guests will be too!
Fixing a culture crisis is not a quick fix, believe, I've tried. In reality it takes intentional effort, strong leadership, and a clear people strategy. That said, if I was to come into your business tomorrow to fix it, here's what I would do...
Assess Your Current Culture:
Before you can fix the problem, you need to understand it. Take a big step back and assess the current state of play.
Do staff members feel valued and respected?
Are they collaborating, or is there tension?
How is communication handled within your team?
Survey your staff, have one-on-one meetings, and observe interactions. Be honest with yourself about the areas that need improvement.
Lead with Empathy and Compassion:
A leader who listens and understands their team’s needs can work wonders in transforming a toxic culture. By prioritising empathy you will create a safe space for staff members to express concerns and ideas, without the fear of repercussions. This fosters trust and strengthens relationships, encouraging open communication and collaboration.
Set Clear Expectations and Accountability:
A culture without clear expectations is one that breeds confusion and frustration. Put simple - your team cannot meet an expectation they are unaware of, and they cannot consistently hit a moving target.
Set clear standards for behaviour, performance, and communication. Establish accountability structures, so everyone knows what’s expected and who to go to if issues arise. When expectations are clear, staff feel more secure and are far more likely to do their jobs well.
Foster Open Communication:
Communication breakdowns are a major contributor to cultural issues in hospitality teams. And the bigger your team grows, the more challenging this can be.
Create a culture of transparency, where feedback flows freely in both directions.
Hold regular meetings to keep everyone updated on goals and challenges.
Encourage feedback from staff about their experience, and be open to making changes based on their input.
Build a Culture of Recognition and Appreciation:
Staff members who feel unappreciated will become disengaged. Recognising their efforts, whether it’s a simple “thank you” for a job well done or a more formal recognition program, goes a long way in boosting morale.
When it come to recognition latency matters far more than intensity. Which, put more simply means that the speed of feedback is far more important than the size of it.
Celebrate wins, big and small, publicly. Praise staff for their hard work, and make sure they know their contribution is valued.
Create Opportunities for Growth:
One of the best ways to improve your team’s culture is to invest in their growth. People who feel stuck or stagnant will eventually disengage and leave, after-all, why would they invest in your business if the business won't invest in them?
Provide opportunities for training, mentorship, and career advancement.
Help your team members grow professionally and personally, and you’ll see their investment in your business increase.
Encourage Team Building:
A strong team doesn’t just work together, it bonds. Create a sense of community by organising team-building activities outside of work. Whether it’s a casual team dinner or a day of volunteering together, building relationships outside the restaurant environment strengthens trust and camaraderie within the team.
Lead by Example:
A positive culture starts at the top. As a leader, your actions speak louder than your words. Model the behaviour you want to see in your team. Show up with a positive attitude, be respectful, and demonstrate professionalism. When your team sees you embodying the values you want to instil, they’re more likely to follow suit.
If you have specific core values for your business - live them, breathe them and die by them. If you don't, no one else will.
Fixing a culture crisis takes time, but the benefits are well worth the effort. Start by assessing the current state of your team’s culture, and begin implementing changes today. Consistency is far more important than any grand action. Small changes, consistently implemented will fair much better than big changes forgotten after a week.
Prioritise empathy, communication, recognition, and growth, and you’ll start seeing improvements almost immediately.
By focusing on leadership that fosters trust, open communication, and mutual respect, you’ll transform your hospitality team from disengaged and dissatisfied to loyal and passionate.
This will lead to better service, happier customers, and a more profitable business.
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