1. Leadership and Management
Introduction to Hospitality, 6e
and
Introduction to Hospitality Management, 4e
John R. Walker
Leadership and Management
Chapter 14

2. 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

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

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

5. 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

6. 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

7. Figure 14-1 Transactional Leadership Model

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

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

10. Demands Placed on Leaders
Includes those made by owners, the corporate office, guests, employees, regulatory agencies, and competitors
Figure 14-2:

11. 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

12. Approaches to Becoming a Hotel Leader
Be decisive
Follow through
Select the best
Empower employees
Enhance career development

13. 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

14. 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”

15. 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.

16. 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

17. 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

18. 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

19. Key Management Functions Leading to Goal Accomplishment Figure 14-5

20. 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

21. 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

22. 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

23. Distinction Between Leadership and Management
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
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

24. 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

25. 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

26. 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

27. The End