FOCUS: THE MOST OVERLOOKED INGREDIENT IN HOSPITALITY

Let's talk about focus in hospitality.
Yes, that word again. It gets thrown around like confetti in every pre-shift pep talk.

And rightly so. Focus is essential. A chef on the pass, sleeves rolled up, laser-locked on every plate. A barista dialling in espresso like they're decoding NASA controls. A server whizzing about the floor like they're auditioning for Strictly, with two hot plates, a dessert, and a G&T that's dangerously full.

We've all been there. That energy, that "get-it-done" attitude,  it's the lifeblood of service.

But here's the kicker: we've been focusing so hard on the doing, we've forgotten to focus on the feeling.

The Guest: The Only Focus That Really Matters

Behind every plate, every pour, every perfectly polished glass, there's a real human being, your guest. They don't care that you nailed your KPIs or that your mise en place is a thing of jewellery shop window beauty.

What they do care about is how you made them feel.

Did they feel seen?

Special?

Welcome?

Like they were part of something, rather than just passing through?

That's the kind of focus we need more of. Guest focus. Feeling focus.The ability to visualise a packed dining room, the buzz of happy chatter, guests leaving with beaming smiles saying:"That was brilliant-when are we coming back?

"It's not fluffy, clappy hands, rah-rah bullshit, it's commercial gold. 

Like Learning to Drive a Car (But with More Potatoes)

Cast your mind back to when you learnt to drive.

The clutch. The gears. The indicators. The mirrors. The handbrake (which you absolutely forgot at least once).

It felt like patting your head and rubbing your stomach while reciting the alphabet backwards.

But then one day, it just clicked. The mechanics became second nature. Suddenly, you weren't thinking about how to drive, you were just driving. A bit like a young commis chef learning to cook. At first, they're all thumbs and salt panic. But eventually, the slicing, seasoning, and sauteing become instinctive. Then they can focus on flow, teamwork, and service rhythm.

That's the real transition- from doing the job, to living the role.

And when it clicks, the magic starts.

Behind the Pass but Still in the Story

Here's something we forget too often: even if you're out of sight, you're not out of mind. Kitchen teams, yes, even you tucked away in your stainless-steel safe house, play a massive role in guest experience.

The energy in the kitchen seeps out into the service. Chaos and shouting?  It shows on the floor. Calm, confident energy? It shows on the floor. Music up, heads high, sleeves rolled up, guests feel that vibe whether they see you or not.

The guest experience isn't created in the dining room. It's created behind it.

Rethink Your Team Briefings

Let's have a word about team briefings.

If your briefing feels like a drizzly Monday morning, you've missed a trick. Team briefings should be the pre-match huddle. The "right, let's smash this" moment. Less clipboard, more connection.

It's not about barking out specials and rotas. It's about setting a tone, and let's face it, if you're using this time to show the mechanics of a dish or service, you've left things too way late: "One team. One dream. Let's win some hearts tonight". 

Use humour. Use storytelling. Paint a picture. We're not just sending plates, we're sending out little parcels of delight. And everyone plays a part.

Autopilot the Job, Laser-Focus the Guest

We should all strive to do our technical roles so well, they're almost automatic. Cooking. Cocktail shaking. Clearing tables. You do it with precision, professionalism-without overthinking.

That's the baseline.
That's the starting point.

The real focus goes above that, to noticing the couple celebrating quietly at table 8. To picking up on a toddler's restlessness and fast-tracking their meal. To the guest sitting alone with a book who just might appreciate a quiet check-in and a smile.

Anticipation is service elevated.

Focus on Each Other, Raise the Bar Together 

It's not just about the guest.
Great hospitality starts behind the scenes with how we treat each other.

Focus on your team.
Support the new starter who's still finding their feet.
Back up the KP when the pressure's on.
Lift the energy when someone's flagging.

Weak leaders drag people down to feel stronger. But true leaders? They do the opposite. They raise others up. They remind the team: we're in this together and I've gotcha.

And here's the truth: you're never more powerful than when you're putting others first.In doing so, you create a ripple effect one that lifts the whole room, the whole shift, and ultimately, the guest experience too.

If the energy backstage is strong, the performance front-of-house will be unforgettable.

And Here's the Big One... Leave the Ego in the Locker Room 

You might be able to cook a dish blindfolded or mix a martini with your eyes shut, but if your ego walks in before you do, connection goes out of the window.

True hospitality isn't about showing off. It's about showing up. For the team. For the guest. For the moment.

Because the real mark of a professional isn't flair, it's care. Care for standards. Care for service. Care for people.

That's not weakness. It's strength. It's the kind of quiet power that earns trust, builds loyalty, and brings guests back, again and again.

So Let's Refocus

Not away from quality. Not away from standards.
But towards meaning.
Towards emotion.
Towards the guest.

We need to remind ourselves, every day, every service, that this is about people. Their energy. Their experience. Their feelings. When you get that right, the rest follows.

Let's Sharpen the Focus-Together

Look, I've got more stories than I've had hot dinners.
Somewhere I went the extra mile and the results were magic, guests beaming, teams buzzing, tills ringing.

And others.... well, let's just say I've had moments when I've let stress, ego or good old-fashioned self-pity turn me into a bit of a grizzly (The Bear is a hard nickname to shake off). We've all been there, caught up in our own nonsense, forgetting the bigger picture.

But here's the thing: you live, you learn, you correct. And now! I coach.

I help hospitality teams find that spark again. To focus on what really matters. To raise the bar, not just for the guest, but for each other.

If this has struck a chord with you, don't just scroll on. Get in touch. Let's talk. Let's sharpen the focus, together. I might just be the best investment you make,  not only for your business, but for your passion, your people, and your peace of mind.

Because let's be honest...You can't afford not to.