Chapter 14 Leadership and Management

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
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

Introduction to Hospitality, Fourth Edition John Walker

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.

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

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

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

2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

Introduction to Hospitality, Fourth Edition John Walker

Transactional Leadership

Leader is able to gain results through rewards, desired behaviors and/or incentives Work in exchange for a desired reward

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

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

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

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

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
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Introduction to Hospitality, Fourth Edition John Walker

Questions Leaders Ask

What needs to be done? What can and should I do to make a difference? What are the organizations missions and goals? Do I pass the mirror test?

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Introduction to Hospitality, Fourth Edition John Walker

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

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

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.

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

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Introduction to Hospitality, Fourth Edition John Walker

Efficiency

Effectiveness

Results
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

Introduction to Hospitality, Fourth Edition John Walker

Three Levels of Management

Top Managers

Middle Managers

Front-line Managers
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Introduction to Hospitality, Fourth Edition John Walker

Managerial Skills

Conceptual Human Technical

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

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

Introduction to Hospitality, Fourth Edition John Walker

2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

Leadership vs. Management

Manager
Administers Is a copy Maintains Focuses on systems and structure Relies on control Has a short-range view Asks how and when Has an eye on the bottom line Initiates Accepts the status quo Does things right
Introduction to Hospitality, Fourth Edition John Walker

Leader
Innovates Is an original Develops Focuses on people Inspires the truth Has a long-range perspective Asks what and why Has an eye on the horizon Originates Challenges the status quo Does the right thing
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To Empower Employees, Managers Must:

Take risks Delegate Foster a learning environment

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
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Introduction to Hospitality, Fourth Edition John Walker

Trends
Diversity in associates Lack of basic job skills Increased need for training Need to promote from within

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
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Introduction to Hospitality, Fourth Edition John Walker