Leadership In Hospitality Industry
Leadership In Hospitality Industry
CEO Mary Mahoney stated, “leadership is having a plan, getting a group of
people to follow you down a certain path, and encouraging them along the way that will
lead to successful achievement of the plan” (Greger; Peterson 2000, p.17). Determining a
leader in the hotel-motel business would be difficult because of how the properties are
classified. The type of service provided by the business determines the rating
of the property. Motel 6 is considered a one- star because it does not offer
any amenities. Quality Inn is a two-star because it only offers a continental
breakfast. Courtyards by Marriott are considered three-star because it offers
breakfast, lunch, a bar and laundry services. The Hilton is a four-star because
it offers a restaurant, banquets, room service, and shuttle service. A five-star
can offer a variety of services ranging from twenty-four hour service for
restaurant, room service, personal maid or butler, spa-salon, valet parking,
workout center and a business center. Banquets, concierge, dry cleaning are
also offered. The Westin and Renaissance, are the only five-star hotels in
Oklahoma. The success of a business depends one a focused leader with a plan, the
ability to lead and knowledge of what it takes to be a leader.
Accor Properties is an excellent example of leaders that are focused
with a plan. They are now the third largest in the world in rooms. This
company is based out of France but plans to make a definite impression on
the United States market in the future. The company leaders are targeting the
areas of technology and reservation in order to accomplishing their goal.
Accor leader’s contributes much of their business success to diversity. Joint
ventures in the casinos, food industry, voucher system, timeshares, cruise,
holiday vacation packages are helping them to achieve their future goal in
world domination. In their opinion, being the most internationally company
is what sets them apart from their competition. “The key to being successful
internationally is you adapt very strongly to the local way of doing business,
the local way of doing business should dictate what you do, not the other
way around, says Le Mener” (Wolff, 2000, p. 38). The company began its
operations in many different countries adapting their business to the culture
in the area and the local way of doing things. In South Africa they executed
their budget plan. In Brazil they moved up to their mid-scale plan. They
operate in 140 different countries. Accor tries to determine the customers
needs for the area and build their properties accordingly. In some of there
properties they have different size rooms for different prices. In the United
States Market they are operating the Motel 6 and Red Roof. They are
building a line of luxury Hotel’s called Sofitels. This line will focus totally
on the individual businessmen and small groups of travelers. At this hotel
their customers will not have to tolerate the conventions crowds like at other
hotels. Reading about the success of this company and thinking about our
class discussions about role of a leader helps me to understand why it is
important and what it requires to be an effective one. Hospitality is my
major and now I have a better understanding of the decisions I will have to
make about which property and classification I would like to obtain
Since I have worked for several upscale hotels, I know the importance
of a good leader. Some of the work related problem I have witness by leaders had a
tremendous effect on the employees as well as the business. Lack of
leadership skills, knowledge about the business, improper training, lack of
communication, and employee theft became common at the work place. Sometimes the
people in charge did not always set a good example. In some case people was hired in
management positions that had been fired from other properties for theft. This created a
huge problem in some departments especially where there was a cash flow.
It caused some good employees to quit because they did not want to be
accused of being dishonest. There was also a problem with hiring qualified leaders.
Sometimes when there was a problem with the customer, the manager would give in
knowing it was against company policy rather then backing the employee because they
were right. Other customers would want the same treatment, which created a snowball
effect. This kind of action by the mangers always made the job more stressful than want
it should have been. Some employees were hardly ever given enough proper training.
This created problems with the customers, friction among the different departments, loss
in revenue. There were times when some of the properties would send in someone from
corporate office to fix the problem, but that was not always a success. A couple of the
people sent by one property did not know the day to day operations of the business,
system and could not check in or out a customer. Since they did not know what was
really going on, they could not suggest to the department mangers what needed to be
done to improve or fix the problem. “Whetsell said, A leader must have a broad
knowledge of the field, This comes with comes from experience, as well as from reading,
listening, and talking with people. (Greger, Peterson 2000, p.17)
My personal work experience and what I have learned in the classroom will help
me be an effective leader. It will also help me to avoid the mistakes I have witnessed
other s make. I will make sure that I know all aspects of the business in order to know
what to do to correct problems. I will make sure each and every employee is properly
trained and treated like a human being. I know that happy employees are more
productive. I plan to improve employee moral; make them feel appreciated and paid what
they are worth. It’s my opinion that the customer is not always right. I will do what is
right and fair for both employee and the customer. “It has been said that a true leader is
one who makes a good follower.”(Cross, 1999,p.54).
The field of hospitality is constantly changing. Competition is much greater today
than it was in the past. The field has more demands with aggressive competitors just
wanting to take over or consolidate. In the future it is predicted the competition will be
narrowed down to about five or six competitors. Knowing that independence will be a
difficult; having a good team of leaders is a necessity. There are many aspects to being a
good and effective leader and to stay ahead and afloat in the future will require nothing
but the best. A focused leader with a plan, the ability to lead and the knowledge of what it
takes to be a leader will be of the extremely important for any to be successful.
Anonymous, (2000). Council of Inn’s & Suites’ aggressive agenda hinges on education. Hotel and Motel Management volume 215 issue 10 p.30.
Cross,G. (1999). Building by example makes difference in hospitality. Associations Asians Americans Blacks Franchisees Hotels & Motels Leadership, volume 214, issue 6 p54.
Greger, K. & Peterson, J. (2000). Leadership profiles for the new millennium. Cornell Hotel and Restaurant Administration Quarterly, volume 41 issue 1 p 25.
Wolff, C. (2000). World domination, niche by niche. Lodging Hospitality, volume 56, issue 4, p.38.