Introduction to Hospitality Unit VII

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Leadership and Management

Chapter 14

John R. Walker

Introduction to Hospitality, 6e and

Introduction to Hospitality Management, 4e

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Leadership

• Leaders can and do make a difference when

measuring a company’s success.

• Few groups can accomplish much without an

individual who acts as an effective leader.

• The leader can and often does have a

significant influence on the group and its

direction

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Leadership Traits

• Courage

• Decisiveness

• Dependability

• Endurance

• Enthusiasm

• Initiative

• Integrity

• Judgment

• Justice

• Knowledge

• Loyalty

• Tact

• Unselfishness

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Identifiable Practices

Common to Leaders

• Challenge the process

• Inspire a shared vision

• Enable others to act

• Model the way

• Encourage the heart

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Definitions of Leadership

• “Leading is the process by which a person with

vision is able to influence the activities and

outcomes of others in a desired way.”

• Leaders know what they want and why they

want it—and they are able to communicate

those desires to others to gain their cooperation

and support

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Transactional Leadership

• Process by which a leader is able to bring about desired actions from others by using certain behaviors, rewards, or incentives

• In essence, an exchange or transaction takes place between leader and follower – A hotel general manager who pressures the

food and beverage director to achieve certain goals in exchange for a bonus is an example of someone practicing transactional leadership

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Figure 14-1 Transactional Leadership Model

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Transformational Leadership

• Eliciting performance above normal

expectations

• Three important factors:

– Charisma

– Individual consideration

– Intellectual stimulation

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Examples of Excellence

in Leadership

• Dr. Martin Luther King, Jr.

• Herb Kelleher

• Bill Fisher

• Richard P. Mayer

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Demands Placed on Leaders

• Includes those made by owners, the

corporate office, guests, employees,

regulatory agencies, and competitors

• Figure 14-2:

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Common Traits Among

Leaders Include: • High ego strength

• Strategic thinking ability

• Orientation towards the future

• Belief in principles of human behavior

• Strong connections

• Politically astute

• Know how to use power

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Approaches to Becoming a

Hotel Leader

• Be decisive

• Follow through

• Select the best

• Empower employees

• Enhance career development

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Hospitality Management

• Managers plan, organize, make decisions, communicate, motivate, control the efforts of a group to accomplish predetermined goals, and establish direction

• Managers focus most of their time on strategic planning and the organization’s mission

– Most top managers do not get involved in the day-to-day aspects of the operation

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Hospitality Management

• Management is simply what managers do:

Plan, organize, make decisions,

communicate, motivate, and control

• Management is defined as “the process of

working with and through others to

accomplish organizational goals in an

efficient and effective way”

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

What is Management?

• Efficiency is getting the most done with the

fewest number of inputs

• Effectiveness is “doing the right thing.”

– As an example, cooks do the right thing when they

cook the food correctly according to the recipe and

have it ready when needed.

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Who Are Managers?

• Managers are often classified into three levels: – Front-line managers are the lowest-level

managers—they manage the work of line employees; they may also be called supervisors

– Middle managers are akin to department heads—they fall between front-line managers and top management; they are responsible for short- to medium-range plans, they establish goals and objectives, and manage front-line managers

– Top managers are responsible for making medium- to long-range plans and for establishing goals and strategies

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Key Management Functions

• Planning involves setting the company’s

goals and developing plans to meet or

exceed those goals

• Organizing is the process of deciding

what needs to be done, who will do it, how

the tasks will be grouped, who reports to

whom, and who makes decisions

• Decision making includes determining

the vision, mission, goals, and objectives

of the company

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Key Management Functions

• Communication with and motivation of

individuals and groups are required to get

the job done

• Human resources and motivating

involves attracting and retaining the best

employees and keeping morale high

• Controlling is the final management

function which includes the setting of

standards and comparing actual results

with those standards

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Key Management Functions

Leading to Goal Accomplishment Figure 14-5

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Managerial Skills

• Managers also need other major skills:

– Conceptual skills enable top managers to

view the corporation as a complete entity and

understand how it is split into departments to

achieve specific goals

– Interpersonal - Managers need to lead,

influence, communicate, supervise, coach, and

evaluate employees’ performances

– Technical - Managers need to have the

technical skills required to understand and use

modern techniques, methods, equipment, and

procedures

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Manager’s Changing Role

• Today’s successful manager takes more of

a team leader/coach approach

• Managers wear a variety of hats, including:

– Figurehead role

– Leader role

– Liaison role

– Spokesperson role

– Negotiator role

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Sustainable Leadership

• Many business leaders, including hospitality

ones, are becoming increasingly more

concerned about sustainability. Not only are they

concerned about the environment but also social

responsibility

• Leaders and managers need to steer the

organization on a path of sustainability for all

associates to follow

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Distinction Between Leadership

and Management • Managers

– Working in the system

– React

– Control risks

– Enforce organizational rules

– Seek and then follow direction

– Control people by pushing them in the right direction

– Coordinate effort

• Leaders

– Working on the system

– Create opportunities

– Seek opportunities

– Change organizational

rules

– Provide a vision to believe

in and strategic alignment

– Motivate people by

satisfying basic human

needs

– Inspire achievement and

energize people

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Ethics

• A set of moral principles and values that

people use to answer questions about

right and wrong

• Ethics and morals have become an

integral part of hospitality decisions, from

employment (equal opportunity and

affirmative action) to truth in menus

• Many corporations and businesses have

developed a code of ethics that all

employees use to make decisions

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Trends • Leading a more diverse group of

associates

• Many entry-level employees do not have basic job skills

• An increasing need for training

• The need to create leaders out of line managers

• Managing sales revenue all the way to the bottom line

• Establishing independent business units to make their own profit, or subcontracting out that department

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

Trends

• Instead of keeping a person on payroll for a function that is only needed occasionally, outsourcing that service to specialists

• Cutting down on full-time employees and hiring more part-time employees to avoid paying benefits

• An increasing challenge to keep up with technological advances and their benefits

• Social and environmental issues continuing to increase in importance

• A greater emphasis placed on ethics

Introduction to Hospitality, 6e and Introduction to

Hospitality Management, 4e - Walker

The End