Introduction to Hospitality, 6e

and
Introduction to Hospitality Management, 4e
John R. Walker

Leadership and Management

Chapter 14
 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 © 2013 by Pearson Higher Education, Inc

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 Leadership Traits
• Courage • Judgment
• Decisiveness • Justice
• Knowledge
• Dependability
• Loyalty
• Endurance
• Tact
• Enthusiasm • Unselfishness
• Initiative
• Integrity

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 Identifiable Practices
Common to Leaders
• Challenge the process
• Inspire a shared vision
• Enable others to act
• Model the way
• Encourage the heart

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 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

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 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 © 2013 by Pearson Higher Education, Inc
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 Figure 14-1 Transactional Leadership Model

Introduction to Hospitality, 6e and Introduction to © 2013 by Pearson Higher Education, Inc

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 Transformational Leadership
• Eliciting performance above normal
expectations
• Three important factors:
– Charisma
– Individual consideration
– Intellectual stimulation

Introduction to Hospitality, 6e and Introduction to © 2013 by Pearson Higher Education, Inc

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 Examples of Excellence
in Leadership
• Dr. Martin Luther King, Jr.
• Herb Kelleher
• Bill Fisher
• Richard P. Mayer

Introduction to Hospitality, 6e and Introduction to © 2013 by Pearson Higher Education, Inc

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 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 © 2013 by Pearson Higher Education, Inc

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 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 © 2013 by Pearson Higher Education, Inc

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 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 © 2013 by Pearson Higher Education, Inc

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 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 © 2013 by Pearson Higher Education, Inc

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 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 © 2013 by Pearson Higher Education, Inc

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 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 © 2013 by Pearson Higher Education, Inc

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 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 © 2013 by Pearson Higher Education, Inc
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 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 © 2013 by Pearson Higher Education, Inc
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 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 © 2013 by Pearson Higher Education, Inc
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 Key Management Functions
Leading to Goal Accomplishment
Figure 14-5

Introduction to Hospitality, 6e and Introduction to © 2013 by Pearson Higher Education, Inc

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 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 © 2013 by Pearson Higher Education, Inc

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 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 © 2013 by Pearson Higher Education, Inc

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 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 © 2013 by Pearson Higher Education, Inc

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 Distinction Between Leadership
and Management
• Managers • Leaders
– Working in the system – Working on the system
– React – Create opportunities
– Control risks – Seek opportunities
– Enforce organizational – Change organizational
rules rules
– Seek and then follow
– Provide a vision to believe
direction
– Control people by pushing in and strategic alignment
them in the right direction – Motivate people by
– Coordinate effort satisfying basic human
needs
– Inspire achievement and
energize people

Introduction to Hospitality, 6e and Introduction to © 2013 by Pearson Higher Education, Inc

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 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 © 2013 by Pearson Higher Education, Inc

Hospitality Management, 4e - Walker Upper Saddle River, New Jersey 07458 • All Rights Reserved
 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 © 2013 by Pearson Higher Education, Inc
Hospitality Management, 4e - Walker Upper Saddle River, New Jersey 07458 • All Rights Reserved
 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 © 2013 by Pearson Higher Education, Inc
Hospitality Management, 4e - Walker Upper Saddle River, New Jersey 07458 • All Rights Reserved
 The End

Introduction to Hospitality, 6e and Introduction to © 2013 by Pearson Higher Education, Inc

Hospitality Management, 4e - Walker Upper Saddle River, New Jersey 07458 • All Rights Reserved