Leadership Under Fire: The Night I Learned What True Hospitality Means
They say your first project shapes how you see leadership forever. For me, that project began on the beautiful coast, at a boutique resort filled with potential, pressure, and a few unforgettable surprises.
The Calm Before the Chaos
When I first arrived, the setting was perfect: ocean breeze, elegant dining spaces, and a team eager to impress. The vision was clear: transforming the restaurant into a fine dining experience that matched the beauty of the location.
We started strong. The service team was attentive, the kitchen seemed aligned, and daily briefings were focused. But beneath the surface, tensions were brewing.
When the Kitchen Walked Out
By the end of the first week, the unexpected happened — the entire kitchen team, led by the head chef, walked out.
It wasn’t a random act of rebellion; it was the result of deeper, long-standing issues. There were gaps in accountability, weak systems, and a resistance to change that had built up over time. As we began introducing structure, costing systems, prep lists, and communication routines, tension grew. The team, unfamiliar with such accountability, resisted the shift toward discipline and organization. Eventually, they decided to leave — all at once.
It wasn’t just a staffing challenge; it was a leadership test in its purest form. At that moment, there were only two options: panic… or pivot.
We chose to pivot.
Stepping Into the Fire
That night, some of the front of house team, including myself, put on aprons, tied our hair back, and stepped into the kitchen. We cooked, plated, and served guests ourselves. It wasn’t about saving face; it was about saving service. Our focus shifted from managing operations to leading by example.
Even though my boss wasn’t onsite, his calm guidance and trust gave me the clarity to lead without losing composure. His approach reminded me that great leadership doesn’t rush into chaos, it empowers teams to find order through confidence and accountability.
That night, what could have been a disaster became one of the most defining moments of my career.
The Unsung Heroes
While the kitchen was in transition, the service team shined in the following days. They adapted quickly, stayed calm, and helped the incoming chefs settle in. Their discipline and energy reminded me that real hospitality isn’t about the menu, it’s about the mindset.
Their ability to maintain standards, even amid chaos, reflected what we always teach at JNSN:
“Service is the heartbeat of the business. No matter what happens behind the scenes, the guest should never feel it.”
It was in that chaos that the true culture of teamwork revealed itself; steady, professional, and guest-focused.
What I Learned as a Consultant
That project taught me that leadership isn’t proven in comfort, it’s proven in crisis. Here are my biggest takeaways:
- Systems are your safety net. When chaos hits, structured SOPs, checklists, and reporting lines keep things running.
- Leadership is action, not position. The title doesn’t matter when the grill is on and orders are pending, teamwork does.
- Communication prevents rebellion. Consistent, honest communication keeps teams aligned and accountable.
- Resilience builds culture. The way you handle one crisis defines how your team will handle the next.
What Every Hospitality Business Can Learn
Every restaurant or resort faces moments of pressure such as staff turnover, guest complaints, supply delays. The difference between chaos and control is preparation and leadership.
- Invest in strong SOPs – they reduce dependency on individuals.
- Train your team to think, not just do.
- Create accountability systems early.
- Lead with composure — people mirror your energy.
Because at the end of the day, the best hospitality isn’t just about serving food, it’s about building teams that serve with pride.
Looking Back
That first project will always hold a special place in my heart, not because it went perfectly, but because it didn’t.
It reminded me why JNSN exists: to help businesses thrive through structure, leadership, and a renewed sense of purpose with solutions that last. Sometimes, the best success stories start in the middle of a crisis.
“Hospitality isn’t tested when things go right. It’s proven when everything goes wrong and you still serve with a smile.”
— Hellen Akoth,
~ JNSN Associate Consultant & Service Training & Systems Lead