London Hospitality has been eye-opening already, and it’s only the first real day of exploring on an intimate level with the public. During the predeparture module, one of the biggest surprises for me was how different British hospitality feels from what I’m used to in the US. I’ve always thought of good service as warm, friendly, and maybe a little over-the-top, like making small talk at the register or going the extra mile with a big smile. But in the UK, hospitality seems to be a lot more reserved and polished. There’s still a high standard of service, but it’s quieter, more focused on efficiency and professionalism than on being bubbly or super friendly. There truly is a lack of interaction between myself and the employee.
Before this, I kind of assumed that since we both speak English and share similar industries, things would operate almost the same way. But, I understand now after reading through some TBO Academy information about London and witnessing first-hand some cultural values and how they shape leadership and service styles.
Leadership Comparison: A Real-World Example
One of the most telling moments happened just yesterday. Our professor tried to use a hotel service, geared towards laundry, that was clearly listed on the website. But when they arrived, they were told it wasn’t available. Instead of escalating right away (which I’ll admit, I probably would’ve done given the circumstances of being in a forging country), they stayed calm and polite. Eventually, a manager came over and resolved the issue. No big apologies, no drama, just a quiet, direct solution. It was a perfect example of how leadership in the UK often works: less showy, more focused on calmly fixing things behind the scenes.
That moment stuck with me. It showed how different expectations can be — and how our own instincts might not always be the best fit in a new culture.
Cross-Cultural Communication: Shifting Gears
Knowing all this, I’ve been thinking a lot about how I’ll need to adapt my own communication style. I tend to be pretty direct and expressive, traits that serve me well in my current role managing multiple dining locations. But in London, I’ll need to tone it down a bit, especially in professional settings. I plan to be more intentional about how I speak, read the room more carefully, and listen more than I talk. Small things, like avoiding overly casual language, or watching how quickly I jump into conversations, can make a big difference.
Personal Reflection: What I’m Most Excited For
More than anything, I’m curious to see how British hospitality works in action — not just in hotels or restaurants, but in how people lead and collaborate. I want to observe what “good service” looks like there and how team dynamics play out when things get busy.
To prepare, I’m trying to keep an open mind. Professionally, I’m drawing on my own experiences in food service and management, but I’m also ready to let go of what I think I know. Mentally, I’m reminding myself that I don’t have to have all the answers, that learning and adjusting is part of the adventure.
I know there will be moments where I mess up or feel unsure. But I’m excited for those moments too, because that’s where the real growth happens.
