How Braver Middle Managers Build Teams That Stay

Have you ever caught yourself thinking, “If only I could figure out the secret to a team that genuinely wants to show up and make every guest feel special”?

When I first started out in hospitality, the industry was full of “managers” – CEOs and General Managers who were convinced that strict management and tighter checklists would solve all problems.

But what I’ve learnt since then is that there is a very clear distinction between a “manager” and a “leader”. True leadership isn’t about having all the answers; it’s about being courageous and showing compassion. It’s about igniting the potential in those team members who may not always see it in themselves. It’s about understanding that even the smallest shifts in how you show up for your people can transform team morale and guest experiences in ways you’ll feel even on the busiest night.

Rethinking Leadership: It's Not Just About Numbers

We've all been told that a good leader is the most knowledgeable person in the room – the one who hits every KPI, never cracks under pressure, and always appears in control. But if that's all it took to build great teams, wouldn't every venue have perfect staff retention and guest reviews?

The truth I've found (over 30 years and countless coaching sessions) is that the real leadership begins when you step beyond strategy and start showing up for your people. Operational excellence matters, especially in hospitality where even a small slip can ripple out to guests, but as I saw firsthand at Disneyland, The Cheesecake Factory, and Moxie, it's connection and genuine presence that drive memorable experiences and team loyalty.

I've been to Disney parks over 14 times (some call it research, others call it obsession!), and every visit reinforces this: Disney stuns us not just with fireworks, but with how their cast members make you feel – even when lines are long, and toddlers are tired.

Here's what stands out each time:

• Every team member owns their area, empowered to make in-the-moment decisions.
• They blend operational precision with genuine warmth. Even security checks become "mouse hunts" and managers hand out "happily ever after" badges to newlyweds.
• Leaders aren't hiding in back offices - they're visible, supportive, and always modelling the culture they want to see.

This isn't accidental. It's training for both technical and emotional skills, coupled with trust and autonomy for the team.

Hospitality Leadership Built on Courage and Compassion

Whether it's The Cheesecake Factory in Scottsdale or your local registered club, the difference makers are always the middle managers. They're not just "doing the job" - they're present, accountable, and empowering their staff.

During my US trip, I noticed a real shift from the "have a nice day” script to authentic guest connection. The best managers supported their teams and maintained standards without hovering or taking over. As Greg at The Cheesecake Factory told me: "Micromanaging doesn't work. Being seen, present, and supportive? That's what keeps people here".

Small changes can have a powerful impact on both your team and your guest experience.

Here are three that create momentum (and I see them driving real results inside client venues):

1. Swap Scripts for Presence

Give your team space to connect authentically with guests. Train for flexibility, not just rigid phrases.

2. Hold Space, Not Just People Accountable

Accountability thrives in psychological safety. When people feel seen and supported, they don't hide mistakes, they fix them.

3. Normalise Check-ins, Not Just Checklists

Replace one performance review with a real, human conversation. Ask what feels heavy, what's working, and where they need help… then listen, don't just tick the box.

The price of missing the mark on team morale or guest experience is higher than ever, and the impact ripples out far beyond any shift or spreadsheet. True hospitality is now so much more than well-executed tasks or tidy checklists. It’s about showing up for your team with presence, warmth, and real heart. When you choose to listen deeply, lead bravely, and let compassion shape your culture, you create places people talk about long after their meal is over. You inspire teams who don’t just stay – they care, they shine, and they make every guest feel like they belong.

That’s hospitality at its best. And that’s the difference true leadership makes.

Ready to dive deeper into brave hospitality leadership? Click HERE to watch the full video or listen to The Michelle Pascoe Hospitality Podcast.

Looking for bespoke workshops for your frontline team, or to equip your middle managers with practical leadership tools for 2025 and beyond, click HERE to book a call.