Effects of COVID-19 in Restaurant Industry: Leadership Style in Complex and

Challenging Situations

Of late, the world’s economy was shut down to everyone. The pandemic challenges the

hospitality industry with an unprecedented challenge. The plan of action to tear down

the COVID-19 curve such as community lockdowns, social distancing, take away

orders, travel restrictions has resulted in a temporary closure of many hospitality

businesses and markedly decreased the demand of the business. The magnitude of this

crisis and its devastating effects on operations, employees, and customers are

disturbing. As a former Restaurant Manager, I’m fascinated to come up with this topic

as it’s close to my heart.

Being a Restaurant Manager is a constant balancing act. While you bleed customer

service, your shadow is stitched together by the need to manage people. There are

many ways to manage, teach, to run a tight ship while ensuring exceptional customer

service and effective leader.

As per the study of psychologist Daniel Goleman, there are six management styles: The

Coercive Leader, The Democratic Leader, The Affiliative Leader, The Authoritative

Leader, The Coaching Leader, and The Pacesetting Leader. The purpose of this study

is to determine which leadership style will work or will fall.

The importance of the leadership qualities of managers in the hospitality industry today

can't be underestimated. The recent economic downturn has made the hospitality

industry became fragile. Managers who exhibit good leadership qualities can make or
break a business to consumers and employees. The leadership qualities in hospitality

industry managers are similar to the qualities of leaders in other successful businesses.

Both "people skills" and "business skills" are needed and a good manager will exhibit

both especially in a crisis like this.

They say the heart of hospitality is People. I believe they’re also the key to exceptional

customer service and a successful business. Keep in mind that employee’s needs are

as important as customer needs. In the competitive environment of the hospitality

industry, businesses needs an advantage to stand out and attract more customers.

Developing leadership skills takes time and practice, but if you are willing to be flexible,

build a great team, and look for ways to innovate you’ll start to see improvements and

always remember that PATIENCE is a virtue.

The main purpose of this research is how leadership skills are performed during

complex and challenging situations like COVID-19. As tenured manager, we have ups

and downs in terms of managing our leadership styles. I believe the result of this

research will help millennial and tenured managers especially on how will they treasure

their employees without compromising their credibility as effective leaders.

As an MBA Professional, this will serve as a tool to broaden my knowledge and will

promote confidence in reading, writing, analyzing, and sharing valuable information.

Mheg Ederwil Espiritu-Miranda

Student, Master in Business Administration (OU-Manila)