In the hospitality industry, building a strong team is essential for creating a successful and harmonious venue. While skills and experience are often prioritized during the hiring process, it’s the attitude of an employee that truly determines their long-term value to a team.
An employee with a bad attitude can quickly undermine the culture of a venue, regardless of their technical abilities. On the other hand, an employee with a good attitude will not only contribute positively to the team but will also be more likely to develop the skills needed to succeed.
Here’s why attitude should take precedence over skill in your hiring decisions.
1. A Bad Attitude Undermines the Venue’s Culture
No matter how skilled an employee may be, a negative attitude has the potential to cause significant damage to the team dynamic and overall culture.
- Conflict Among Employees: Staff with bad attitudes often create tension, leading to disagreements, low morale, and resentment within the team.
- Damage to Culture: Culture is one of the most valuable assets of a venue. One toxic employee can undo the hard work that has gone into fostering a positive, collaborative environment.
- Comparing Themselves to Others: If an employee constantly tells you how much better they are compared to others, it’s a red flag. This behavior can breed resentment among the team and shows a lack of humility or collaboration.
- Increased Turnover: When team morale is low due to one disruptive employee, others may leave, forcing the venue to bear the cost of recruitment and training.
Key Takeaway: Even the most skilled employees aren’t worth the risk if they bring negativity into the workplace.
2. A Good Attitude Supports Learning and Growth
Conversely, an employee with a positive attitude is far more likely to succeed in the long run, even if they lack specific skills at the time of hiring.
- Willingness to Learn: Employees with a good attitude are open to training and feedback, making it easier for them to acquire the necessary skills.
- Resilience Under Pressure: Hospitality is a high-stress industry, and employees with the right mindset are more likely to handle challenges with grace and determination.
- Team Contribution: Positive employees lift the morale of those around them, fostering a collaborative and supportive environment.
Key Insight: A positive attitude is a predictor of long-term success, as these employees are motivated to grow and improve.
3. Skills Can Be Taught, But Attitude Cannot
The technical aspects of hospitality, like learning how to use a POS system, pouring a perfect beer, or handling kitchen equipment, can be taught relatively quickly. However, attributes like work ethic, kindness, and a team-first mindset are much harder to instill.
- Faster Onboarding: Employees with good attitudes tend to pick up new skills more quickly because they are engaged and enthusiastic about their role.
- Stronger Team Dynamics: When new hires contribute positively to the team, the transition is smoother, and the overall workflow improves.
- Cultural Fit: A good attitude ensures alignment with the venue’s values, which is critical for maintaining consistency in customer experience and team morale.
Example: A venue hired a server with no previous experience but a great attitude. Within a month, they were excelling in their role, winning praise from both customers and colleagues.
4. Bad Attitudes Create Bigger Issues
Employees with poor attitudes don’t just bring negativity, they often become a source of ongoing challenges for the venue.
- Resistance to Feedback: Employees with bad attitudes are less likely to accept constructive criticism, making it difficult to address performance issues.
- Higher Management Stress: Managers and head chefs may spend disproportionate amounts of time addressing conflicts or issues caused by one difficult employee.
- Negative Customer Experiences: Staff with poor attitudes often pass their negativity onto customers, resulting in complaints and lost business.
5. Protecting the Venue’s Culture
The culture of a venue is its backbone, influencing everything from team performance to customer satisfaction. Protecting that culture should always be a top priority.
- Prioritize Cultural Fit: During interviews, assess whether the candidate’s personality and values align with the team’s existing culture.
- Eliminate Potential Disruptions: Avoid hiring individuals whose behavior or attitudes could destabilize the team.
- Focus on Long-Term Success: Employees with good attitudes are not only easier to train but are also more likely to stay and grow within the venue, reducing turnover.
Example: A venue owner who prioritized attitude during hiring avoided bringing in a technically skilled but difficult employee who could have disrupted the existing team dynamic. Instead, they hired someone eager to learn, preserving the venue’s positive culture.
6. How to Hire for Attitude
To ensure you’re hiring the right people, adjust your recruitment process to emphasize attitude over skill.
- Ask Behavioral Questions: Use questions like:
- “How do you handle conflict with a colleague or customer?”
- “Can you tell me about a time you worked under pressure?”
- Observe During a Trial: A trial shift reveals how the candidate interacts with the team and adapts to challenges.
- Prioritize Positivity: Look for candidates who demonstrate enthusiasm, humility, and a willingness to learn during the interview process.
Pro Tip: Pay attention to how candidates talk about previous roles, negativity about past employers or colleagues can be a red flag.
Attitude Drives Culture and Success
In hospitality, where teamwork, adaptability, and customer service are critical, hiring for attitude over skill is essential. Skills are a bonus, but a good attitude is a must.
Employees with the right mindset protect the culture of your venue, contribute positively to the team, and are more likely to learn and grow. On the other hand, no amount of technical skill can make up for a bad attitude, which can lead to team conflicts, lost morale, and even customer dissatisfaction.
By focusing on attitude during the hiring process, you’ll build a team that is collaborative, motivated, and aligned with your venue’s values, ensuring long-term success for your business.
