When a Hotel Employee Reveals Toxic Behaviour
Albert BarraSeptember 13, 2024 · 6 min read
When an employee reveals their hidden malice and begins to behave in a toxic manner, the repercussions for a hotel can be devastating. First and foremost, the most immediate impact is reflected in service quality. An employee with a poor attitude tends to be less engaged, meaning guests may experience substandard attention, service errors, or even direct confrontations. This directly affects guest satisfaction, and in an environment where hospitality is the key to success, a negative experience can spread quickly through online reviews and comments, damaging the hotel’s reputation.
For colleagues, the presence of a toxic person creates an atmosphere of tension and distrust. Teams that once worked in harmony begin to fragment, and group morale suffers. Resentment, small provocations, or disrespectful behaviour create an uncomfortable workplace, reducing productivity and increasing stress. Over time, this can increase staff turnover, as employees who feel uncomfortable seek opportunities elsewhere, leaving the hotel with the difficult task of filling vacancies and maintaining team cohesion.
From the perspective of hotel management and owners, the problem extends beyond its impact on service and the team. An employee with negative attitudes can affect the business’s profitability. There is not only a loss in productivity; negative reviews and declining guest satisfaction can also result in reduced revenue. In addition, the costs associated with recruiting and training new employees rise, affecting operational efficiency. For owners, this means lower returns and potentially long-term damage to the hotel brand—something that can take years to reverse.
The time had come to act, and I did so decisively.
Facing reality decisively
The first step was to confront the employee directly. There is nothing worse than allowing poor behaviour to continue because others see it as a sign that it is acceptable. I called the employee into my office, got straight to the point, and presented the facts. It was not an easy conversation. I clearly explained that I had noticed a change in their attitude and that their behaviour was affecting not only the team, but the hotel’s overall image. At that moment, their true nature came to light: denial, excuses, and even accusations against other team members. I did not allow anger or the heat of the moment to guide me. In these situations, it is essential to remain calm and not be driven by emotion. But the reaction confirmed what I already suspected: their time at the hotel had come to an end. There is no room for toxicity in a high-performing team.The decisive solution: making a clean break
I decided to dismiss the employee, and I did so immediately. There were no further warnings or second chances. Sometimes, difficult decisions are necessary to protect the health of the team and the quality of service. I knew that keeping the employee any longer would only make matters worse. It may seem like an extreme measure, but in hospitality, where guest satisfaction is our absolute priority, there is no place for mediocrity or toxicity. If an employee becomes a threat to the team culture, productivity, or overall wellbeing, swift and effective action must be taken.The impact of decisive action
After the employee’s departure, there was immediate relief across the team. Tensions eased, and morale began to recover. It is not easy to dismiss someone, especially when that person was once a valued team member. But in hospitality, we cannot allow internal problems to linger and affect guest service. A toxic employee can cause more damage than we imagine, from lost productivity to declining service quality. This is where one of my unwritten rules comes in: "A quick departure is better than a slow decline". In business terms, you cannot allow someone who is clearly destroying the workplace environment to remain on your team. Decisive solutions, such as dismissal, may seem harsh, but they are often necessary to protect the company’s culture and values. Following this episode, I learned a valuable lesson that has stayed with me ever since: team culture is fragile and must be protected at all costs. If we allow one person to destabilise everyone else, we pay a far higher price in staff turnover, reduced service quality, and the team’s emotional exhaustion.- Direct confrontation is inevitable: Do not let problems build up. Address the situation head-on as soon as you detect a change in behaviour. In my experience, avoiding an uncomfortable conversation only makes the problem worse.
- Team culture is sacred: Internal culture defines how we work and, ultimately, how we treat our guests. A toxic employee has the ability to corrupt that culture in a matter of weeks. You cannot afford that.
- Dismiss quickly, hire carefully: While it is always important to allow room for dialogue and improvement, there comes a point when the only effective solution is a swift exit. That said, take the time to carefully select the person who will join the team. According to a study by the Society for Human Resource Management (SHRM), a bad hire can cost between 30% and 50% of that employee’s annual salary.
- Guest service is our absolute priority: No matter how much you value a team member, if their behaviour affects the guest experience, it is time to say goodbye. Guest satisfaction is the cornerstone of hospitality, and anything that compromises it must be addressed at the root.
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