Coaching in the Hospitality Industry

An error occurred trying to load this video.

Try refreshing the page, or contact customer support.

Coming up next: Sources of Conflict in the Workplace: Task, Relationship, and Process Conflict

You're on a roll. Keep up the good work!

Take Quiz Watch Next Lesson
Your next lesson will play in 10 seconds
  • 0:00 Coaching in Hospitality
  • 0:48 Managerial Coaching Methods
  • 2:31 Employee Feedback
  • 3:10 Lesson Summary
Save Save Save

Want to watch this again later?

Log in or sign up to add this lesson to a Custom Course.

Log in or Sign up

Speed Speed Audio mode
Lesson Transcript
Instructor: Allison Tanner

Allison has a Masters of Arts in Political Science

This lesson discusses the importance of coaching in the hospitality industry and how manager-led coaching can improve customer service and team collaboration.

Coaching in Hospitality

John manages a top resort in New Mexico. As summer approaches, he is ready to build his new team and start a fantastic summer season. The first step to getting his team ready is to provide a week-long coaching session.

John understands that the hospitality industry aims to provide world class customer services and coaching, or the process of training and development, is essential to building teams that provide great customer service. As a leader in the organization, John also believes that manager-led coaching, or the process when a manager coaches his team members, is highly valuable to creating a cohesive and collaborative work environment. The ultimate goal of coaching is to improve customer service by improving the processes in which the staff engage with the guests.

Managerial Coaching Methods

In general, manager-led coaching is when the manager helps the team to build skills in customer service, communication and teamwork. Depending on the nature of the business, the goals of coaching may shift to meet the business's needs. It is usually done in group or one-on-one sessions.

John always starts his summer season with a week-long group coaching session. The new staff is able to get to know one another, and they learn the tricks of the trade. This includes the company's expectations for working with customers and examples of how to handle various situations. This type of mock coaching in which staff are provided with examples of potential situations allows John to assess how the staff will react to different scenarios and gives him the opportunity to provide suggestions for improvement.

One-on-one, or individual, coaching sessions usually occur during working hours. For example, John might notice that his server Stacy didn't accommodate a special request to substitute salad for fries on the lunch menu. Stacy technically did the right thing because the company prefers not to substitute, but customer satisfaction is the most important, so John sees this as an opportunity to coach Stacy. In this example, John might pull Stacy aside and let her know that she's really doing a great job. He would then explain that although the company prefers not to substitute, customer satisfaction is most important. Instead of saying no, she can say, 'We typically don't do substitutions but let me check with the chef and see if we can make an exception.'

One-on-one coaching allows the manager to:

To unlock this lesson you must be a Member.
Create your account

Register to view this lesson

Are you a student or a teacher?

Unlock Your Education

See for yourself why 30 million people use

Become a member and start learning now.
Become a Member  Back
What teachers are saying about
Try it risk-free for 30 days

Earning College Credit

Did you know… We have over 200 college courses that prepare you to earn credit by exam that is accepted by over 1,500 colleges and universities. You can test out of the first two years of college and save thousands off your degree. Anyone can earn credit-by-exam regardless of age or education level.

To learn more, visit our Earning Credit Page

Transferring credit to the school of your choice

Not sure what college you want to attend yet? has thousands of articles about every imaginable degree, area of study and career path that can help you find the school that's right for you.

Create an account to start this course today
Try it risk-free for 30 days!
Create an account