From Eye Rolls to Eye Openers: 3 Ways to Support Gen Z Team Members

You spot them across the lobby—head down, earbuds in, thumbs flying across a screen. A guest walks by, unnoticed. You take a breath and think,  How did we get here? 

If you’ve led a team in the hospitality or service industry lately, chances are you’ve had this moment. That quiet panic when you realize your youngest team members may have missed the memo on eye contact, anticipation, or what it truly means to see a guest. It’s easy to roll your eyes. Harder to roll up your sleeves. 

And you’re not alone—concerns about Gen Z’s work ethic and service skills have been circulating long before the latest viral posts. But with a few shifts from their leaders, this generation could become your strongest asset.

Just this week the Wall Street Journal published an opinion piece, "Stop Complaining About Gen Z Workers-And Start Helping Them." And I couldn't agree more. 

Allow me a moment to build my credibility for writing this article: My experience with Gen Z goes beyond the workplace—I’ve got three of them under my roof, and they’ve taught me as much as I’ve taught them. As a mother of three Gen Z humans and someone who’s spent years training, mentoring, and leading young professionals in hospitality, I’ve seen this generation up close—at home, at work, and in the wild! 

Gen Z, typically born between 1997 and 2012, has grown up in a digital-first world. They’ve been labeled everything from screen-addicted and unmotivated to overly sensitive and disengaged. But the more time I’ve spent with this generation—at home and on the job—the more I see how misguided those generalizations really are.  

This is a generation that had the rug pulled out from under their early adult years. School went virtual. Internships and part-time jobs disappeared. Life lessons that usually unfold shoulder-to-shoulder with a mentor were replaced by isolation and uncertainty. So when they show up to work unsure of how to greet a guest, carry a tray, or confidently navigate a high-touch interaction, it’s not because they don’t care. It’s because they never got the chance to practice. 

They’re not broken. They’re underexposed. And they are absolutely full of potential. 

They’re stepping into luxury environments, private golf clubs, resorts, exclusive communities, where polish, poise, and presence are expected from day one. But expecting excellence without teaching it is like handing someone a tennis racket and assuming they’ll win Wimbledon.  

So instead of labeling them, let’s lead them. Instead of venting, let’s coach.  

They’re showing up. Now it’s our turn. 

Here are three practical and powerful ways to help Gen Z team members grow into confident, capable hospitality pros without the sighs, sarcasm, or side-eyes.  

1. Teach What They Didn’t Get to Learn: The Soft Skills You Can’t Google 

The Why: 
 
Before the pandemic, many of us learned the subtle art of hospitality by watching others. You picked up how to read a room, polish a wine glass to perfection, or recover gracefully from a misstep, all just by observing a seasoned pro on the floor. Gen Z didn’t get that same chance. 

They missed out on summer jobs, internships, and the daily human interactions where soft skills are absorbed—often without realizing it. These weren’t just optional extras. They were key developmental moments. And now, as Gen Z steps into high-touch environments like private clubs and luxury resorts, they’re being asked to perform without ever having seen what great looks like. 

The How: 
 
Instead of assuming they should know, let’s teach them in ways that feel clear, encouraging, and real. 
 

• Break it down. Don’t just say, “Go greet that member.” Walk with them. Show them what a warm, confident welcome looks like. Explain the posture, the tone, and the presence. Then let them try. Praise when they get it right and coach when they need a tweak. 

• Use real scenarios.  Role-play a tough moment, a guest complaint, a confusing request, a sticky situation at the front desk. Then talk it through. What went well? What would they do differently next time?  

• Coach in the moment. Don’t wait for a formal review. A quick, thoughtful piece of feedback in real time helps them grow faster. And when they know feedback comes from a place of support, not judgment, they’re more likely to take it in and try again. 
   

These are foundational skills. By teaching them with care and consistency, you’re not only improving service, you’re helping Gen Z team members build the instincts and confidence to truly shine in a luxury environment. 
 

2. Make Learning Active, Not Awkward: Create Real Growth Moments Every Day
   

The Why: 
 

Gen Z grew up in a world of short-form video, instant feedback, and visual learning. YouTube taught them how to tie a tie. TikTok taught them how to cook pasta in one pan. They’re used to learning in fast, bite-sized chunks, not through three-hour lectures or thick SOP binders. 

When training feels stale or overly formal, they tend to disengage, not because they don’t care, but because the format doesn’t match how they’ve learned to learn. 
 

The How: 
 
To really connect, make learning part of the rhythm of their day—not a separate event. 
 

• Let them shadow in real time. Invite new team members to observe a seasoned server during a wine dinner or a concierge handling a guest request. As they watch, narrate the “why” behind the small details. Then debrief what they saw. This helps connect the dots from observation to action. 

• Give them ownership in bite-sized ways. Ask them to lead towel setup at the pool or manage the welcome amenity table before an event. These mini leadership moments build trust and capability. They’ll start to see themselves as contributors, not just doers. 

• Use short, purposeful huddles.  A 3-minute pre-shift touchpoint can go a long way. Focus on one service tip or member insight. Then circle back after the shift and ask, “How did that go?” The repetition reinforces the lesson and the conversation builds connection. 

• Talk it out after.  Don’t skip the post-shift reflection. Ask what went well, what they noticed, and what they’d try differently next time. You’ll often be surprised at how insightful and motivated they really are when given the space to reflect. 
   

These small, real-time development moments are powerful. They keep Gen Z engaged, help them build confidence through experience, and create a culture of continuous learning—without ever calling it “training.” 

3. Be the Culture You Want Them to Carry 
 

The Why: 
 

Chances are, if you're reading this, you're a Boomer, Gen X, or Millennial. No matter which, we all know that culture isn’t a sign on the wall, a weekend retreat or initiative, it’s how your people feel. And Gen Z is especially tuned in to it. 
 
They watch how leaders speak to each other. They notice who gets acknowledged, who gets overlooked, and how problems are handled under pressure. They’re hyper-aware of inconsistencies, and they care deeply about authenticity and belonging. 

If we want them to embody the values of warmth, professionalism, and elevated service, we have to show them what that looks like—not once, but every day. 
 

The How: 
 

• Be visible—and human. Don’t disappear into the office. Walk the floor. Say hello. A quick word of encouragement can go further than you think. I’ve seen young team members light up after hearing, “I noticed how you helped that guest. Nice job.” 

• Stay grounded under pressure. When a guest is challenging or a shift goes sideways, your reaction teaches more than any handbook. If you stay composed, offer support, and model problem-solving with grace, your team learns to do the same. 

• Invite them in. Gen Z wants to feel part of something meaningful. Ask for their ideas! On service flow, amenities, even small details that affect the guest experience. Whether or not you use their suggestions, the act of asking makes them feel seen and valued. 

• Practice consistency. Your culture is only as strong as your follow-through. If your club says it values respect, creativity, or excellence, make sure those values show up in the way leaders communicate, make decisions, and support their teams. 
   

Gen Z will carry the culture, but only if they feel it first. What may look like apathy is often just uncertainty. And your leadership can be the bridge between confusion and confidence. 

Show them what it means to belong, and they’ll make your culture their own. 
 
Final Thought: Less Eye-Rolling, More Sleeve-Rolling 
 
Yes, Gen Z might arrive with earbuds in, a phone in hand, and no clue how to fold a napkin into a bishop’s hat. But they also bring energy, curiosity, and a hunger to belong somewhere that means something. 
 
They’re not the problem. They’re part of the future. And in hospitality, that future depends on our ability to teach, model, and invite them into a culture of excellence. 
 
It doesn’t take much, but it matters more than you know. 
 
With a little patience and a lot of presence, we can turn potential into polish. And trust me—when they shine, you’ll be glad you rolled up your sleeves. 

About the Author:
Christy Benitez is a leader in the fields of hospitality, coaching, and teambuilding. With a proven track record in leadership development, talent optimization, and operational excellence, Christy is a dynamic leadership coach and true people enthusiast. She leverages her hands-on experience to harmonize business priorities with organizational strategies. Christy is a certified practitioner with The Working Genius and is dedicated to helping individuals and organizations realize their true potential, enhancing organizational efficiency, and maximizing production and engagement.