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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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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458
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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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.Pearson Prentice HallUpper Saddle River, NJ 07458
Leadership Traits
Bearing
Courage
Decisiveness Dependability
Endurance
Enthusiasm
Initiative
Integrity
Judgment
Justice Knowledge
Loyalty
Tact
Unselfishness
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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.Pearson Prentice HallUpper 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
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Introduction to Hospitality, Fourth EditionJohn Walker
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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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper 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
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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper Saddle River, NJ 07458
Figure 14-1
Transactional Leadership Model
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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper Saddle River, NJ 07458
Transformational
Leadership Eliciting performance above normal
expectations
Three important factors: Charisma
Individual consideration
Intellectual stimulation
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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper Saddle River, NJ 07458
Demands on the Hospitality
Manager Owners
Corporate office
Guests
Employees
Regulatory agencies
Competitors
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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper Saddle River, NJ 07458
Figure 14-2Dynamics of Demand on General Manager in the
Hospitality Industry
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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper 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 EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper Saddle River, NJ 07458
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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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper Saddle River, NJ 07458
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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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper Saddle River, NJ 07458
Leadership Approaches Be decisive
Follow through Select the best
Empower employees
Enhance career development
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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper Saddle River, NJ 07458
Management DefinedThe process of coordinating
work activities so that they arecompleted efficiently andeffectively with and through
other people.
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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper Saddle River, NJ 07458
Key Management Functions Forecasting Planning Organizing Decision-Making Communicating
Motivating Controlling
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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper Saddle River, NJ 07458
Efficiency Effectiveness
Results
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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper Saddle River, NJ 07458
Three Levels of Management
Top Managers
Middle Managers
Front-line Managers
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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper Saddle River, NJ 07458
Managerial Skills Conceptual
Human Technical
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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper Saddle River, NJ 07458
Figure 14-6
Management Skill Areas
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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper Saddle River, NJ 07458
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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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper 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 owndecisions when serving guests
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Introduction to Hospitality, Fourth EditionJohn Walker
2006 Pearson Education, Inc.
Pearson Prentice HallUpper Saddle River, NJ 07458
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
2006 Pearson Education, Inc.
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