We’re taking you back to the fundamentals of our trade with a 13-part series on the 13 ethics of hospitality–brought to you by Director of Ops. Greg Nasser. Read on for part 5.
#5 Sincerity – Stay true to your word. Be willing to admit you don’t know everything. Always seek to find the right answer.
Being sincere when interacting with a team member, guest or vendor is a powerful way to create an environment of trust. This ethic teaches us to lead by example, manage from the heart—and mind—and behave as we say we will. No one likes a hypocrite.
Sincerity is about honoring yourself, your craft and others. Recognizing strengths and weaknesses in others is at the forefront of this ethic. Do you complain about someone’s weaknesses? Do you recognize her or his strengths? Identify your co-workers’ weaknesses but don’t obsess over them. Instead, guide them through their weaknesses and focus on their strengths. It can do a lot to motivate them and your entire team.
Eddie Concha, general manager of two of our Mission neighborhood restaurants, Lolinda and El Techo, is one of the most sincere people I know. He approaches his work with sincerity each and every day. Eddie champions his team members’ strengths and helps guide employees through their weaknesses with respect, candor and encouragement. Eddie follows through on his word, and he admits when he doesn’t have the answers. By making sincerity his default, he’s created a team that also values and models this ethic.