The Pitfalls of "Family Style" Management in Hospitality

The Illusion of Harmony in "Family Style" Management

The idea of a workplace where everyone is treated as family members, respecting and caring for each other, sounds idyllic. However, in practice, this management style often leads to a politically charged environment, inefficiency, and outdated practices. The hospitality industry in Thailand, with its strong emphasis on family values, faces unique challenges when adopting this approach.

Cultural Context and Its Impact on Workplace Dynamics

In Thailand, betraying family or not working towards shared goals is considered shameful. Elders and senior family members are not to be questioned or criticized. This cultural backdrop significantly influences how "family style" management plays out in the workplace.

Top 10 Issues with "Family Style" Management

1. Reluctance to Address Issues: Employees often avoid pointing out or criticizing mistakes made by their "family members," even when they are intentional.
2. Ignoring Unethical Behavior: There is a tendency not to report unethical behavior or corruption among "family members."
3. Avoiding Performance Feedback: Employees are hesitant to comment on the performance, attendance, or lack of skills of their "family members."
4. Group Interests Over Company Goals: "Family members" work for the benefit of their group, which can lead to missed opportunities and income for the hotel or resort.
5. Conflict Avoidance: Out of consideration for others' feelings, employees may not follow up on tasks, leading to little progress.
6. Privileged Communication: Certain employees may have the owner's contact information and use it to gain favor or manipulate perceptions.
7. Seniority Over Merit: Older or more senior "family members" are often trusted more, disregarding the input of younger, more knowledgeable employees.
8. Rule-Bending by Seniors: Senior "family members" may flout rules without consequence, leading to perceptions of unfairness.
9. Benefits Based on Seniority: Additional benefits are often given based on seniority and age, not skills and knowledge.
10. Loss of Talent: Hardworking and ambitious employees may leave the "family" to seek better opportunities elsewhere.

The Creation of Professionals vs. "Family Members"

Senior managers and decision makers have the power to foster a culture of professionalism rather than perpetuating a "family" environment that may stifle innovation and growth. By encouraging a professional mindset, employees are more likely to become trendsetters rather than mere followers.

The Role of Leadership in Shaping Workplace Culture

It is the responsibility of owners and management to create a workplace free of politics and focused on professional development. The success of a hotel or resort hinges on the ability to cultivate a team of professionals who are committed to excellence and innovation.

In conclusion, while the "family style" management approach may seem appealing, it is fraught with challenges that can hinder the success of hospitality businesses. By understanding these issues and promoting a culture of professionalism, the industry can thrive and deliver exceptional service to its guests.