THEME - Planning beats scrambling. Too many teams in hospitality are stuck in reaction mode. Always putting out fires, always chasing the shift. We tell ourselves “it’s just one of those days”—but for a lot of places, it’s every day. No ice. No printer paper. No sections planned. Chef’s shouting. GM’s texting. Guests feel the tension. It’s not that people aren’t trying—they’re just tired. But the best-run places don’t rely on last-minute heroics. They plan. They prepare. They stay ahead. I’ve worked in those places. I’ve run them. And I’ve helped turn a few around. It starts with thinking forward, not just getting through.

PROACTIVE HOSPITALITY AT EVERY LEVEL

The habits may look different—but the mindset is the same.

 - TEAM MEMBERS need to think hours ahead

 - MANAGEMENT needs to think days ahead

 - DIRECTORS must think months ahead

1. Respecting Time - Time respected at all levels prevents breakdowns later.

 - Team Member: Arrives early, ready to go

 - Manager: Plans rotas days in advance

 - Director: Approves holidays and hiring plans months ahead

2. Keeping Things Running Smoothly - Calm operations are built, not hoped for.

 - Team Member: Restocks ahead of service

 - Manager: Walks the floor, solves issues before they escalate

 - Director: Invests in capex and maintenance before things break

3. Supporting the Team - Teams thrive when everyone thinks beyond themselves.

 - Team Member: Helps the next shift set up

 - Manager: Communicates clearly in briefs and debriefs

 - Director: Builds systems for training, growth, and continuity

4. Owning the Guest Experience - Exceptional service is the result of preparation, not recovery.

 - Team Member: Notices body language, anticipates needs

 - Manager: Prepares for VIPs and busy turns

 - Director: Designs guest experience strategy, loyalty, feedback loops

5. Investing in Growth - Long-term success isn’t spontaneous—it’s intentional.

 - Team Member: Learns, asks questions, improves

 - Manager: Mentors and develops potential

 - Director: Plans succession and builds leadership pipelines

FINAL THOUGHT - Proactivity turns pressure into preparation. It shapes every second, every minute, every hour—leading to smoother service, calmer shifts, and a stronger culture. It gives people the space to focus on the guest, the team, and the business. When everyone is stuck reacting, no one can lead. But when each person thinks ahead at their level, everything starts to change.

YOUR TURN - So, what’s one proactive change you’ve made that had a ripple effect?