Introduction: The Shock of Stepping Up Every hospitality leader remembers their first supervisory shift. One moment you’re part of the team; the next, you’re responsible for it. Suddenly you’re the one fielding questions, managing guests, giving instructions, resolving conflict and trying to keep the operation together — often without training, preparation or even a chance to process the transition. This is why so many new supervisors feel overwhelmed. They’re often promoted because of reliability, work ethic, or technical skill, but that doesn’t automatically translate into leadership capability. Without structured support, the step up can feel like a leap — and many new supervisors struggle silently. Training new supervisors isn’t about giving them a binder or sending them on a one-day course. It’s about helping them build confidence, capability and clarity in manageable stages. When done well, it sets them up for long-term success. When done poorly, it pushes them towards burnout, [...]

Introduction: Leadership Is the Invisible Ingredient That Holds Hospitality Together Walk into any successful hospitality venue, and you will feel something before you see anything. There’s a rhythm to service, a sense of calm beneath the chaos, a quiet confidence in the way the team moves. That feeling — that almost intangible sense of flow — is nearly always the result of strong leadership. What guests experience front-of-house is only the tip of the iceberg. Beneath the surface, hospitality managers are juggling a remarkable set of demands: guest expectations, team morale, operational pressures, supplier issues, health and safety, shift planning, training needs, and often all of this within the same hour. It’s a profession built on diplomacy, emotional intelligence, quick thinking and resilience. Yet, the industry is full of what we politely call “accidental managers.” These are passionate, talented individuals who excel in their operational roles and are quickly promoted — [...]