The Four Key Functions of Mentorship in Hospitality
When you think of a mentor, what comes to mind? Is it someone who guides you through the highs and lows of your career, offering support and advice? Or perhaps someone who helps you envision your future in the hospitality industry?
While mentorship can take many forms, it’s more than just an all-or-nothing relationship. According to Kram (1985a), mentors typically offer four psychosocial functions: developing a professional identity, providing problem-solving support, offering respect and friendship, and serving as a role model.
Let’s explore each of these functions in the context of the hotel industry and see how they can shape your career as a young professional or middle manager.
1. Developing a Professional Identity (Acceptance and Confirmation)
For many in the early stages of their hospitality careers, understanding who they are as professionals can be challenging. This is where a mentor can make a profound impact.
Imagine you’re an Assistant Front Office Manager at a busy city hotel. You have the technical skills to handle the day-to-day tasks but sometimes struggle with how to carry yourself in high-pressure situations. Your mentor, perhaps a seasoned Rooms Division Manager, can help you develop a strong sense of your professional self. They might share their experiences, highlighting the importance of maintaining poise during a guest crisis or the nuances of interacting with VIP clients. Over time, this mentor’s guidance not only builds your confidence but also helps you identify your strengths and areas for growth, giving you a clearer picture of the kind of leader you aspire to be.
In this role, your mentor’s acceptance and confirmation act as a mirror reflecting your potential, encouraging you to grow into your professional identity.
2. Problem-Solving and Providing a Sounding Board (Counseling)
Every hotelier encounters challenges—whether it’s managing a difficult team member, handling an upset guest, or navigating office politics. In these moments, having a mentor to lean on can be invaluable.
Consider you are a young Food and Beverage Supervisor facing recurring issues with staff turnover in your department. You might feel frustrated and unsure of the best approach to address this challenge. A mentor, such as the Food and Beverage Manager, can serve as a sounding board. They can listen to your concerns, ask probing questions, and guide you to consider different perspectives. Through this process, they help you develop problem-solving skills and find strategies that you might not have considered. Perhaps they share a story from their early days, showing how they overcame a similar issue through team-building exercises and open communication.
This problem-solving function is crucial as it not only helps you tackle immediate challenges but also teaches you how to approach and manage future issues independently.
3. Giving Respect and Support (Friendship)
The hospitality industry can be demanding, often leading to high stress and burnout. During tough times, having a mentor who provides friendship and support can make all the difference.
As a young Sales Manager, you may be overwhelmed with meeting room bookings, corporate events, and ensuring guest satisfaction. There might be days when you question your career choices. A mentor, possibly the Director of Sales, who treats you with respect and offers genuine support, can provide the encouragement you need to push through these moments of self-doubt. They might share stories about their own difficult times, reassuring you that it’s normal to feel overwhelmed and that persistence pays off. This supportive relationship can also involve casual check-ins over coffee, where you can vent your frustrations in a safe, non-judgmental space.
When your mentor shows they care about you beyond your work performance, it fosters a bond that can be as rewarding as any career achievement. This sense of friendship and mutual respect provides a foundation of trust, making it easier for you to seek guidance and grow professionally.
4. Providing Identification and Role Modeling (Role Modeling)
In the hospitality industry, it’s common to look up to senior professionals who embody the qualities and success you aspire to achieve. Mentors serve as role models, offering a tangible example of the attitudes, behaviors, and skills necessary for success.
For instance, as a middle manager in the Housekeeping Department, you may admire how the Executive Housekeeper handles guest complaints with grace and composure. By observing their actions, you learn the value of staying calm under pressure and the importance of thoroughness in maintaining guest satisfaction. A mentor might not explicitly instruct you to act a certain way; rather, they lead by example. Through their professionalism, work ethic, and leadership style, they show you the kind of leader you can become.
This function of mentorship is crucial because it gives you a blueprint for success. Seeing your mentor navigate challenges and celebrate successes helps you identify the skills and qualities you need to develop, providing direction for your career growth.
Mentoring: A Multifaceted Relationship
It’s important to recognize that mentorship is not a one-size-fits-all experience. Your mentor may provide some or all of these functions, and they might evolve over time. A mentor who initially serves as a problem-solver may later become a role model or a supportive friend. Conversely, you might have different mentors for different aspects of your development. Perhaps your Front Office Manager helps you build a professional identity, while the HR Director provides a sounding board for career decisions.
How to Make the Most of Mentorship in Hospitality
1. Identify What You Need: Determine which of these four functions you currently need most in your career. Are you looking to build confidence in your professional identity, or do you need someone to help you navigate challenges?
2. Seek the Right Mentors: Look for individuals who exhibit the qualities you admire, have the experience you aspire to, and are willing to invest in your growth. You might find them in your current workplace or within your broader professional network.
3. Communicate Openly: Whether you’re seeking problem-solving advice or role modeling, be open about what you hope to gain from the relationship. Clear communication helps set expectations and fosters a productive mentorship dynamic.
4. Be Open to Growth: Mentorship can be transformative, but it requires openness on your part. Be willing to listen, learn, and occasionally step outside your comfort zone.
In the world of hospitality, where the pace is fast and challenges are frequent, having a mentor who provides these psychosocial functions can be a game-changer. Whether you’re a young professional finding your footing or a middle manager aiming for the next level, mentorship offers guidance, support, and inspiration for your journey.