At RCS Hospitality, we have the privilege of working with clubs and hospitality teams around the world. These experiences give us a window into a wide range of service philosophies—not just in the clubs we support, but also in the places we stay and dine along the way.
Recently, something small stood out in a big way.
I had just finished lunch and pushed my plate to the top of the table to make room for my laptop. A few minutes later, a manager walked into the room. They glanced in my direction, sat down, picked up their phone, and eventually left, passing right by my table without acknowledging the empty plate.
It wasn’t the plate that stayed with me. It was what the moment seemed to reflect.
It reminded me how important it is not to lose sight of the small things.
Early in our careers, especially as newer managers, we work hard to earn the title and take on more responsibility. In the process, it’s easy to drift away from the very things that shaped us.
We pass by the table that needs to be cleared. We ignore the trash on the ground. We call someone else to handle something we could just as easily take care of ourselves, all in the name of “delegation.”
We’ve all done it. People notice—not with criticism, but with curiosity. Fellow managers notice. Senior leadership notices. Most of all, our teams notice.
Overlooking the small things can unintentionally send the message that we’re above them and that should never be what we’re aiming for.
So, we might ask ourselves: are we the kind of leaders our teams would trust to stand beside them when it matters? Or the kind they’re not sure will show up?
Small actions go a long way. Saying yes to running a plate of food, checking on a table, or giving the host a break during a busy night doesn’t mean we’re doing someone else’s job. It means we’re in it with them.
When I lead training sessions, I often share my background—not to impress, but to connect. Like so many of us in this industry, I’ve flipped rooms at 2 a.m. knowing I had to be back by 6. I’ve worked the 16-hour days. I’ve cried in the walk-in (if you know, you know).
Of course we don’t need to take over every task. But we do need to recognize the value in showing up. It’s about paying attention, offering support, and acting when it matters most.
If we’re not willing to do the small things, how can we ask the same of our service staff?
Our team is watching our behavior more than listening to our words and instructions. And when we make the choice to participate in the small things, our actions communicate volumes.
If we want to set the tone for our team’s service culture, the tried-and-true motto of “lead by example” will never fail us. Especially when we start with the small things.
Leadership isn’t about rising above the small things. It’s about remembering they were never small to begin with.
I'm still learning this every day. Hopefully, we all are.
About the Author:
Nancy King, MBA, is a hospitality professional specializing in Hospitality Management. With over 14 years of experience in the industry, she has cultivated an understanding of the dynamics of hospitality, from the kitchen to front-of-house operations. Her career began as a trained pastry chef, where she developed a passion for culinary arts and the nuances of flavor and presentation. This experience ignited her journey into restaurant management, where she led teams, streamlined operations, and enhanced guest satisfaction.
