How to deal with team issues confidently, effectively and within the law

Managing a team in the hospitality industry, whether it’s a hotel, bar, or restaurant, presents unique challenges.

Addressing a problem promptly and effectively while ensuring compliance with legal standards is crucial for maintaining a productive and harmonious work environment and a pleasant experience for your customers.

This guide covers essential aspects to help you navigate this complex terrain with confidence.

So, why is there such a reluctance to nipping issues in the bud?

Here are a few reasons that came up in a workshop we recently ran. Perhaps you can identify with a few of these?

  • Unsure on the legal compliance
  • Too busy
  • Dislike of conflict
  • Don’t want to be the bad person
  • Want to be liked
  • Don’t want them to leave as they are good at their job
  • Fear of upsetting people
  • Relationships/Friendships
  • Lack of confidence

Dealing with it now will make your role as manager easier in the future!

Legal Aspects

Understanding the legal framework surrounding employment is fundamental. This involves being aware of labour laws, employee rights and specific regulations applicable to the hospitality industry. For instance, you need to know how to handle a situation where a bartender has been accused of stealing tips.

Here are some key legal terms to be familiar with:

  • Breach of Contract – When an employer or employee breaks one of the terms of an employment contract.
  • Constructive Dismissal – When an employer’s actions force an employee to resign.
  • Disciplinary Procedure – A formal process to address an employee’s capability or conduct.
  • Grievance – A complaint raised by an employee regarding workplace issues.
  • Gross Misconduct – Serious misconduct justifying summary dismissal without notice.
  • Indirect Discrimination – Unjust practices disadvantaging certain groups, unless justified.
  • PILON (Pay In Lieu of Notice) – Compensation paid to an employee instead of a notice period.
  • Protected Characteristics – Traits safeguarded by law against discrimination.
  • Short Service Dismissal – Dismissal of employees with less than two years of service.
  • Statutory Entitlement – Minimum legal requirements for leave and pay.
  • Summary Dismissal – Immediate termination due to severe misconduct.
  • Whistle Blowing – Reporting workplace wrongdoing with legal protections against retaliation.

Assessing Problem Behaviour and Conduct

Early identification and assessment of problem behaviour are vital. For example, if you notice that a waiter has started to show up late consistently, it’s important to assess the situation before it becomes a bigger issue.

Here are steps to categorise and address different levels of behaviour:

  • Green Behaviour – Positive Behaviour that should be reinforced.
    • Action – Reinforce, praise, and reward.
  • Amber Behaviour – Potentially problematic behaviour that should be addressed immediately.
    • Action – Deal with it now – nip it in the bud.
  • Red Behaviour – Serious misconduct that requires immediate attention and potentially formal action.
    • Action – Do not let it pass – seek advice if you’re not sure what to do.

Nipping Issues in the Bud

Preventing small issues from escalating is crucial. For instance, if a receptionist is observed being slightly rude to guests, addressing it immediately can prevent future complaints.

Effective strategies include:

  • Open Communication – Create an environment where employees feel comfortable discussing concerns.
  • Immediate Action – Address issues as soon as they arise to prevent escalation. Have a quiet word.
  • Support – Offer resources and support to help employees improve.

When to Move from the Informal to the Formal Disciplinary Process

Knowing when to escalate an issue is essential. For example, if a chef continues to ignore kitchen safety protocols after multiple informal warnings, it might be time to initiate formal disciplinary proceedings.

Guidelines include:

  • Severity of the Issue – Minor infractions may only require a casual conversation, whereas repeated or serious misconduct might need formal proceedings.
  • Documentation – Ensure all informal and formal interactions are documented.
  • Consistency – Apply disciplinary measures consistently to avoid claims of favouritism or discrimination.

If you need to initiate a disciplinary, there is a module that covers this process in Your HR Hub.

What to Do When Confronted by Serious Misconduct

Serious misconduct requires immediate and decisive action. For example, if a bartender is found serving alcohol to minors, immediate suspension and investigation are necessary.

Steps include:

  • Immediate Suspension – Consider suspending the employee while investigating.
    • If you need to suspend an employee from work, we have a module in Your HR Hub that covers this process along with alternatives to suspension.
  • Investigation – Conduct a thorough investigation to gather all relevant facts.
  • Legal Consultation – Consult legal professionals to ensure correct handling within the law.

Overcoming Conflict Avoidance

Avoiding conflict can exacerbate problems. Overcoming this involves:

  • Training – Invest in conflict resolution training for yourself and your team.
  • Confidence – Build confidence by practicing difficult conversations in controlled settings.
  • Support – Seek support from HR professionals or external consultants if necessary.

Ask us about our Dealing with Issues Training – To gain confidence and learn the process to deal with team issues effectively and within the Law

Toolkit for a Job Chat Toolkit for a Crucial Conversation

Having the right tools can make difficult conversations easier. For example, preparing thoroughly before discussing repeated lateness with a waiter can make the conversation more productive.

Your toolkit should include:

  • Preparation – Gather all relevant information and documentation before the conversation.
  • Environment – Choose a private, neutral location for the discussion.
  • Clear Communication – Be clear and direct about the issue, providing specific examples.
  • Active Listening – Allow the employee to share their perspective.
  • Action Plan – Develop a clear action plan with measurable goals and follow-up dates.

We cover Job Chats (aka Appraisals) in more detail in our blog How to Create A Team that Thrives.

Hopefully, now you won’t be letting those issues slide and feel confident about nipping them in the bud!

Overcoming conflict avoidance to nip issues in the bud and using a well-prepared toolkit for crucial conversations will further enhance your management capabilities.

The result will be a team that operates smoothly and efficiently and customers who enjoy a fabulous experience and are eager to return and recommend your bar, hotel or pub to friends and family.

How can we help you next?

Training – All our training sessions are bespoke, they are adapted to your business scenario and needs. Please get in touch to discuss your requirements.

Your HR Hub – We can support your HR Managers and HR Administrators through access to Your HR Hub, which contains videos, step by step guides and template letters on all areas of HR.