Author: Lyn Rogers
Whether you’ve been in the hospitality industry for ten years or ten days, receiving constructive criticism is inevitable and essential. But let’s face it—nobody likes hearing what they’ve done wrong. Hospitality is a dynamic, people-driven industry, and constructive criticism is your key to creating positive guest experiences and ultimately finding success in your line of work. Instead of dreading feedback, consider it a tool to unlock your potential.
Why Is Constructive Criticism So Important in Hospitality?
To be clear, constructive criticism isn’t when someone points out your mistakes. It’s when someone gives you actionable, focused feedback to improve performance. According to Gallup, meaningful feedback leads to better engagement on the job. In hospitality, where every detail matters, engaged employees can make the difference between an exemplary guest experience and a great one.
Sources of Constructive Criticism
Constructive criticism can come from many sources, each with unique insights that can shape one’s development in the hospitality industry. Taking feedback from multiple perspectives can sharpen skills and help one better understand how one’s role impacts what guests see and feel during their visits and general interactions.
From Employers
Supervisors and managers tend to provide the most structured and consistent feedback. They have a bird’s-eye view of operations, so it’s easier for them to connect your performance to team dynamics and overall business goals.
From Coworkers
Teammates see your day-to-day performance up close. Because they share similar responsibilities, their feedback is often rooted in practical experience. This can make their suggestions highly relatable and immediately applicable, whether advice on improving efficiency or handling tricky guest interactions.
From Customers
Feedback from guests and customers can feel very personal—and it can be the most challenging to hear—but it’s often the most eye-opening. In my experience, guest comments are helpful but don’t always provide suggestions for improvement and growth. It’s up to the recipient to layer on an insight or action item to maximize this feedback.
Applying What You Hear and Learn
I once had a supervisor pull me aside after a long shift as a newly appointed assistant manager in the kitchen. She praised my ability to keep everything going smoothly but pointed out that I was running myself ragged by trying to handle everything myself instead of delegating tasks. At first, I felt defensive—wasn’t I working hard? But her advice to trust my team made a huge difference, not just in the kitchen but in the way I approached my work in nearly every role since.
Constructive criticism is only helpful if you know how to act on it. Let’s take a look at a step-by-step approach to turning feedback into meaningful growth:
1. Separate Constructive Feedback from Noise
First things first: It is vital to filter actionable advice from negativity or personal bias. Take my example of constructive criticism from my employer: While I was keeping the kitchen running, I was taking on too much and needed to lean on my team for help. This advice was specific and focused on making me better—a great example of constructive feedback worth acting on.
2. Set Specific, Measurable Goals
After identifying constructive feedback, set clear goals to address it. It’s always easier to break it down into manageable steps. To address my employer’s feedback, I delegated at least three tasks to my team during each shift in the coming week. I also made it a point to follow up to see if these tasks were finished efficiently and effectively.
3. Implement Changes and Measure Results
Action is where the magic happens. Start with small adjustments and reflect on what happens next. In my example, after I delegated tasks to my team, I needed to continue observing. I had to check if tasks were being completed more efficiently, if I noticed a boost in morale, and if I felt less stressed overall.
4. Follow Up: Gauge Your Progress
Feedback isn’t a one-and-done process. Following up shows your commitment to growth and ensures you’re on the right track. After a week of delegating tasks, I made it a point to check in with my employer to get her perspective and ensure my efforts aligned with her expectations.
It’s Always Better When You Embrace It
In the hospitality industry—and all industries, for that matter—constructive criticism is a tool for growth. It’s a way to turn challenges into opportunities and improve ourselves, our guests, and our team.