The importance of the leadership qualities of managers in the hospitality industry today can't be overestimated. The recent economic downturn has made hotel accommodations a luxury item with many travelers and its leadership that will bring guests to the door. Managers who exhibit good leadership qualities can make or break a business.



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.

People Skills

People skills include fair play among employees, respect, problem solving abilities and customer relations. An effective manager is one who is respected by those who work for him or her, and perhaps the most important element in that respect is the perception among employees that he is fair. The rules apply to everyone.

Every employee should expect to be rewarded for accomplishments and punished for poor performance. Whether fairness is at the heart of the workplace or favoritism is part of the hotel's culture is evident to everyone on the payroll.

Giving respect to others is another fundamental way to get it. Managers who inherently respect their employees as important individuals and see them as part of the team find it much easier to command respect in return.

Managers, who are willing to delegate responsibilities, avoid micro-managing, encourage achievement, and affirm good attitudes go a long ways towards creating an enjoyable place to work. The result will be mutual respect between management and employees and the heading off of many the pitfalls that plague managers.

The importance of leadership qualities of managers in the hospitality industry to bring about mutual respect in the work environment is critical.

Problem solving is a skill in which managers develop with a good mind, excellent verbal skills, and a flare for being the negotiator between competing interests. Most problems in the hospitality industry are between employees, not with equipment failures or even a poor economy. Being able to identify the cause and underlying reasons for conflict between people will mean smoother sailing for everyone over the long haul.

Customer relations are a big part of any manager's responsibilities. Customer complaints should be addressed fairly for all concerned. An honest look at the complaint, especially when it involves an employee, is always the best policy. If the customer is complaining unnecessarily or maliciously and the manager sides with the customer against the employee, he risks losing the respect of his staff. If the employee is right, back him or her up. If he is wrong, take appropriate action. The customer will not always go away happy but it's worth losing him to gain the respect of your employees for being a manager who will back them up when they're right.

Business Skills

The importance of leadership qualities of managers in the hospitality industry can't be underestimated when it comes to business skills. These skills include a grasp of computer technology, bookkeeping procedures, and business sense, and without all three, a manager can't be successful.

Computer technology is much more than the wave of the future. It's how business is done today. Communications, reservations, and record keeping are computerized. A manager doesn't have to be a technician but he does have to be competent with a keyboard. The computer has replaced the ballpoint pen.

Accurate bookkeeping is absolutely crucial. Watching and properly documenting the bottom line does more than provide the foundation for business decisions and taxes, it keeps the bookkeeper out of jail. Poor records make for nightmarish audits and even criminal investigations. Books that don't balance can lead to allegations of theft or, at the very least, professional incompetence.

Business sense is the ability to understand the business end of the hospitality industry. There is an element of the mysterious involved with inclinations and feelings seemingly coming out of nowhere at times that save the day.

On the other end of the spectrum are the written policies and procedures that must be followed. Good managers combine the voice of experience with sound business practices to move ahead when there's opportunity, tackle challenges as they arise, and set the stage for growth.