The dinner rush is in full swing. The kitchen is firing on all cylinders. Plates are polished, garnishes perfect, timing down to the second. But out in the dining room? The energy feels… off. A frazzled hostess avoids eye contact. A server sighs audibly between tables.
That’s the power of vibe and the guest experience lives and dies on it.
In hospitality, we’re meticulous about mise en place—the French term meaning “everything in its place.” Every knife sharpened, every ingredient portioned, every station prepped to perfection so the kitchen can perform under pressure.
But emotional mise en place? That’s the part too many teams overlook. The tools are ready, but the energy is all over the place. And when the vibe is off, no amount of truffle oil can save the guest experience.
Because before your guests taste the food, see the plate, or hear a single greeting… they feel the vibe. And science says they’ll catch it faster than the flu.
When the Team is Off, the Guest Feels It: Here’s Why
Emotional contagion is the scientifically documented phenomenon where people “catch” emotions from those around them—subconsciously and almost instantly. It’s thanks to mirror neurons in the brain, which fire both when we experience an emotion and when we observe someone else experiencing it.
Translation? Your team’s energy becomes the guest’s energy—whether you like it or not.
If your hostess is stressed, your server is distracted, or your bartender is silently stewing about last night’s double shift… guests don’t just notice it. They feel it. And it shapes their perception of the entire meal before the first bite.
Too many leaders treat “vibe” like it’s either there or it’s not. But it’s not magic, and it’s not a mood. It’s a muscle. And like any other muscle in the body, it can be trained and strengthened.
Here are 4 simple ways to do it:
1. Pre-Shift Pep Talks
Start every shift with intention. Hype up wins from the previous day. Express real-time gratitude (“shoutout to Jess for flipping that complaint into a five-star review!”). And remind the team: the vibe you bring in is the memory the guest takes out.
Even just a few minutes of positive priming can elevate mood, sharpen focus, and strengthen team cohesion—all of which get transmitted straight to the guest.
2. Energy Anchors
Every service hits turbulence once in a while. A delay in the kitchen. A no-show server. A guest who thinks “medium-rare” means “still mooing.” Train your team to reset. Deep breaths. A walk-in power pose. A moment of humor in the back hallway. These micro-resets regulate stress responses and reboot the emotional tone before it spills onto the floor.
3. Emotional Check-Ins
Managers are also Chief Emotional Officers (whether they want the title or not).
Check in with your team—not just on their tasks, but their emotional state. Is someone dragging from back-to-back doubles? Did someone else just get reamed by a guest and quietly internalize it? A small conversation can prevent a major vibe leak.
4. Celebrate the Micro-Wins
Did someone turn a grumpy guest into a loyal fan? High-five it. Did the team nail a 14-top on a slammed Saturday? Make it a team victory. Positive reinforcement activates the brain’s reward system—especially dopamine—and helps encode those behaviors in long-term memory. It’s one of the fastest ways to reinforce the culture you want to see.
This Is Not Fluff. This Is Your Competitive Edge.
In a sea of similar menus and curated ambiance, the vibe is your differentiator. It’s the human experience you can’t fake and the emotional memory your guests will carry with them.
Want more five-star reviews? Start with five-star energy. Want returning guests? Build a place where people want to come back—because it feels good to be there.
Your team’s energy isn’t an afterthought. It’s the main ingredient. Because when the vibe is off, everything is off.
Dr. Melissa Hughes is a keynote speaker who brings brain science to the art of hospitality. With humor, heart, and science-backed insights, she helps teams turn great service into unforgettable guest experiences. She speaks at hotels, hospitality associations, and customer service-driven industries. Learn more at melissahughes.rocks
