Today I'd like to share my presentation to my team, this is an important topic that many owners and managers neglect or have not been taught. If you enjoyed this topic please let me know in the comments. ARCHITECT HOSPITALITY Emotional Intelligence & Adaptive Leadership INTRODUCTION “Good morning everyone, and thank you for joining me. Today we’re going to explore one of the core leadership frameworks inside Architect Hospitality — Emotional Intelligence and Adaptive Leadership. These two skill sets directly define how we communicate, how we support our teams, how we navigate conflict, and ultimately how we create consistent, elevated hospitality across all of our venues.” CHECK-IN “Before we start, I’d like to see where everyone’s at. How familiar are you with Emotional Intelligence and Adaptive Leadership? a) I’ve never heard of it b) I’ve heard of it but never applied it c) I know the basics d) I’m confident in my understanding Drop your letter in the chat.” “Perfect — that helps shape how deep we go today.” PART 1 — EMOTIONAL INTELLIGENCE “Let’s start with Emotional Intelligence — the foundation of strong leadership. We follow a five-pillar EI model: 1. Self-Awareness Understanding your emotions, patterns, triggers, and reactions. 2. Self-Regulation Choosing calm, controlled responses under pressure rather than reacting emotionally. 3. Motivation Your internal drive — showing up consistently, driven by pride and standard, not external pressure. 4. Empathy Recognizing what a team member is feeling, even when they don’t verbalize it. 5. Social Skills Communication, coaching, conflict management, influence, and relationship-building. These are not soft skills — they are leadership tools.” PART 2 — ADAPTIVE LEADERSHIP “Next, we layer in Adaptive Leadership. This model teaches that there is no single leadership style that works for every person or every moment. Great leaders shift between four styles: 1. Directing Clear instruction, low emotional support — perfect for new or inexperienced staff.

Great teams don’t fear feedback — they depend on it.The best managers build a loop: staff feedback → management action → visible change. It's not a suggestion box — it’s a performance engine. What’s one small change your staff suggested that made a big impact?

Your pub doesn’t end at the exit door — it lives online.Every TikTok, every Instagram story, every tagged post builds the energy that gets new guests through the door.Hospitality isn’t just served — it’s shared. How are you getting your staff involved in your social media storytelling?

One of the fastest ways to lose repeat business? Food that takes too long to hit the table. - Guests forgive price, not delays. - Kitchen-to-server flow is just as important as recipe execution. - Ticket times = revenue. ✅ Tracking wait times is one of the most underrated KPIs.👉 Do you track and share ticket times with your team?

In the world of hospitality, frontline leadership isn’t about your title — it’s about your presence. It’s how you handle the rush, guide your team through chaos, and keep the guest experience flawless when the wheels start shaking. In pubs, the frontline leader is the one who can run the floor, pour a pint, solve a problem, and motivate a team — all while smiling at a guest. This lesson will help you see yourself as the Architect of the Shift — the one who designs the flow, energy, and results of every service. 🧭 Learning Objectives By the end of this lesson, you’ll be able to: Recognize what true frontline leadership looks like in action. Manage team energy and guest experience in real time. Make better decisions under pressure. Turn chaos into calm — through structure, tone, and example. 🏗️ Part 1 – What Is Frontline Leadership? Frontline leadership isn’t management by authority — it’s influence by example. Your team doesn’t follow what you say; they mirror what you do. Think of the pub floor as a live performance: Bartenders are your front-line actors. Servers are storytellers. Cooks are backstage technicians. You are the stage manager and director — balancing speed, service, and morale. When things get chaotic — a lineup at the bar, a kitchen delay, or a short staff night — leadership isn’t barking orders. It’s the calm voice, clear eyes, and “we’ve got this” energy that resets the tone for everyone. Architect Mindset: “If the room feels chaotic, start by controlling your own presence. Your calm becomes their confidence.” ⚙️ Part 2 – The 3 Pillars of Frontline Leadership 1️⃣ Energy Control The energy of the team = the energy of the night. Your tone, posture, and reactions are contagious. Celebrate small wins mid-shift (“That’s the fastest turn we’ve had all night — great job!”). Never show panic — guests can sense tension faster than they taste a bad beer. Mini Reflection: How do you personally reset your energy when the night starts to spiral?