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:

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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

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

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

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

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

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

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

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

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

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

NJ 07458 Introduction to Hospitality. Inc.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?”  ©2006 Pearson Education. Fourth Edition John Walker . Pearson Prentice Hall Upper Saddle River.

Fourth Edition John Walker ©2006 Pearson Education. Inc. Pearson Prentice Hall Upper Saddle River.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. NJ 07458 .

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

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

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

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

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

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

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

Leadership vs. Inc. 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 ©2006 Pearson Education. Pearson Prentice Hall Upper Saddle River. NJ 07458 .

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

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

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

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