Events where leaders exemplify values and behaviors such as managing a large conference smoothly, handling a guest complaint with grace, or motivating staff during a high-stakes event set the tone for the entire team. For instance, a manager might lead a team in executing a flawless wedding reception, emphasizing teamwork, attention to detail, and guest satisfaction. Or during a crisis like a last-minute event cancellation, a leader’s calm and decisive actions foster trust and unity among staff, reinforcing a culture rooted in resilience and professionalism. Such moments are crucial, they demonstrate that within the event and hospitality industry, culture is shaped through leadership actions during key events.
According to Harvard Business Review, in Jim Whitehurst’s article “Leaders Can Shape Company Culture Through Their Behaviors,” he states, “An organizational culture is defined by how people inside the organization interact with each other. Culture is learned behavior—it’s not just a by-product of operations, but actively created by leadership actions. In the world of event planning and hospitality, if executives or managers champion guest-centered service during meetings or team briefings but don’t demonstrate this during actual events by neglecting guest needs or rushing staff then the culture will reflect that discrepancy.”
Events like these underscore that in the hospitality industry, organizational culture must be driven by actions aligned with core values. “A company’s culture should be driven by its aspirations,” says CapreLife Curated. If the goal is to provide memorable guest experiences or maintain high standards, the culture must foster the mindset and environment to deliver this consistently. Leadership in the event and hospitality sector is key creating behaviors that reinforce these values during every event and interaction.
Whitehurst further emphasizes, “Building an innovative and guest-focused culture begins with examining how leaders act toward their teams and guests. The same applies to any industry: culture starts with leadership behavior. If you want to elevate your organization’s culture, start by looking in the mirror and ensuring you are setting a positive example during events and daily operations.”
Ultimately, in the event and hospitality industry, these moments and leadership actions significantly influence the collective mindset, guest experience, and organizational success. When leaders demonstrate the behaviors they wish to see, whether during high-profile events or routine interactions, this creates a strong cohesive culture capable of delivering excellence, according to CapreLife Curated.
