ITH Chapter14

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Introduction to Hospitality, Fourth EditionJohn Walker

2006 Pearson Education, Inc.Pearson Prentice HallUpper 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


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Leadership Defined:Leading is the process by

which a person with vision isable to influence theactivities and outcomes of

others in a desired way.


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Leadership Traits

Bearing

Courage

Decisiveness Dependability

Endurance

Enthusiasm

Initiative

Integrity

Judgment

Justice Knowledge

Loyalty

Tact

Unselfishness


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Identifiable Practices

Common to Leaders Challenge the process

Inspire a shared vision Enable others to act

Model the way

Encourage the heart


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2006 Pearson Education, Inc.

Pearson Prentice HallUpper 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


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Transactional Leadership Leader is able to gain results through

rewards, desired behaviors and/or

incentives Work in exchange for a desired reward


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Figure 14-1

Transactional Leadership Model


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Transformational

Leadership Eliciting performance above normal

expectations

Three important factors: Charisma

Individual consideration

Intellectual stimulation


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Demands on the Hospitality

Manager Owners

Corporate office

Guests

Employees

Regulatory agencies

Competitors


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Figure 14-2Dynamics of Demand on General Manager in the

Hospitality Industry


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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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Questions Leaders AskWhat needs to be done?

What can and should I do to makea difference?

What are the organizationsmissions and goals?

Do I pass the mirror test?


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Active Leaders Reposition products and services to

build a competitive advantage

Recruit talented people to executethe new strategies

Establish organizational resources

that tightly focus on new strategies


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Leadership Approaches Be decisive

Follow through Select the best

Empower employees

Enhance career development


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Management DefinedThe process of coordinating

work activities so that they arecompleted efficiently andeffectively with and through

other people.


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Key Management Functions Forecasting Planning Organizing Decision-Making Communicating

Motivating Controlling


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Efficiency Effectiveness

Results


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Three Levels of Management

Top Managers

Middle Managers

Front-line Managers


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Managerial Skills Conceptual

Human Technical


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Figure 14-6

Management Skill Areas


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Leadership vs. Management

Manager LeaderAdministers Innovates

Is a copy Is an original

Maintains Develops

Focuses on systems and structure Focuses on people

Relies on control Inspires the truth

Has a short-range view Has a long-range perspective

Asks how and when Asks what and why

Has an eye on the bottom line Has an eye on the horizon

Initiates Originates

Accepts the status quo Challenges the status quo

Does things right Does the right thing


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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 owndecisions when serving guests


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Trends

Diversity in associates

Lack of basic job skills Increased need for training

Need to promote from within


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Introduction to Hospitality, Fourth EditionJ h W lk


Pearson Prentice HallUpper Saddle River NJ 07458

More Trends

Managing sales revenue all the way tothe bottom line

Independent business units Outsourcing Increase in part-time workers

Technological advances Social and environmental issues

Documents

ITH Chapter14