Your best manager might be running on empty by 3pm and it's not because they're bad at their job. Between disconnected systems, endless admin and a job that's quietly changed shape over the last ten years, something has to give and it's usually their patience right when the team needs it most. Here's why I think this is one of the biggest unspoken problems in hospitality leadership and what actually helps.
Everyone in this industry is talking about a crisis right now and depending on who you ask, it's a completely different one. Owners blame tax and wages, staff blame being run into the ground for less real money than they made last year and guests say the service isn't what it was, despite paying more for it. I've worked all three sides of that triangle over twenty years, across the UK, New Zealand, Thailand, Hong Kong and Australia and none of them are wrong.
