1. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Chapter 14 Leadership and Management

2. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 After Reading and Studying This Chapter, You Should Be Able to: Distinguish the characteristics and practices of leaders and managers Define leadership and management Distinguish between transactional and transformational leadership Describe the key management functions Differentiate between leadership and management

3. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Leadership Defined: “Leading is the process by which a person with vision is able to influence the activities and outcomes of others in a desired way.”

4. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Leadership Traits Bearing Courage Decisiveness Dependability Endurance Enthusiasm Initiative Integrity Judgment Justice Knowledge Loyalty Tact Unselfishness

5. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Identifiable Practices Common to Leaders Challenge the process Inspire a shared vision Enable others to act Model the way Encourage the heart

6. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Strong Leadership Can Improve Service Effective leadership involves Applying your own particular brand of leadership to the operation Managing change effectively Fostering teamwork Soliciting input from employees Motivating employees Delivering on all promises

7. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Transactional Leadership Leader is able to gain results through rewards, desired behaviors and/or incentives Work in exchange for a desired reward

8. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Figure 14-1 Transactional Leadership Model

9. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Transformational Leadership Eliciting performance above normal expectations Three important factors: Charisma Individual consideration Intellectual stimulation

10. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Demands on the Hospitality Manager Owners Corporate office Guests Employees Regulatory agencies Competitors

11. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Figure 14-2 Dynamics of Demand on General Manager in the Hospitality Industry

12. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Common Traits 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

13. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Questions Leaders Ask “What needs to be done?” “What can and should I do to make a difference?” “What are the organization’s missions and goals?” Do I pass the “mirror test?”

14. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Active Leaders Reposition products and services to build a competitive advantage Recruit talented people to execute the new strategies Establish organizational resources that tightly focus on new strategies

15. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Leadership Approaches Be decisive Follow through Select the best Empower employees Enhance career development

16. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Management Defined “The process of coordinating work activities so that they are completed efficiently and effectively with and through other people.”

17. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Key Management Functions Forecasting Planning Organizing Decision-Making Communicating Motivating Controlling

18. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Efficiency Effectiveness Results

19. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Three Levels of Management Top Managers Middle Managers Front-line Managers

20. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Managerial Skills Conceptual Human Technical

21. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Figure 14-6 Management Skill Areas

22. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Managerial Roles Figurehead Leader Spokesperson Negotiator

23. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Leadership vs. Management ManagerLeader AdministersInnovates Is a copyIs an original MaintainsDevelops Focuses on systems and structureFocuses on people Relies on controlInspires the truth Has a short-range viewHas a long-range perspective Asks how and whenAsks what and why Has an eye on the bottom lineHas an eye on the horizon InitiatesOriginates Accepts the status quoChallenges the status quo Does things rightDoes the right thing

24. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 To Empower Employees, Managers Must: Take risks Delegate Foster a learning environment

25. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Empowered Employees Tend to: Speak out about problems and concerns Take responsibility for their actions Consider themselves a network of professionals Have the authority to make their own decisions when serving guests

26. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Trends Diversity in associates Lack of basic job skills Increased need for training Need to promote from within

27. Introduction to Hospitality, Fourth Edition John Walker ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 More Trends Managing sales revenue all the way to the bottom line Independent business units Outsourcing Increase in part-time workers Technological advances Social and environmental issues