Frontline employees understand the day-to-day happenings of a hospitality organization best, since they’re right in the middle of the action. Thus, they have great insights on where things can improve and change to optimize the business. However, many shy away from voicing these opinions due to fears of negative responses from managers or simply being ignored.
Lindsey Lee and her colleague found that inclusive leadership practices from managers, such as proactively seeking out feedback and following up with employees on the outcome of their suggestions, can satisfy psychological needs in their employees, such as needing to feel competent and connected to the organization. This can help employees build their confidence and empower them to share their insights.