Leadership: Hospitality’s Greatest Blind Spot
Albert BarraJanuary 9, 2019 · 3 min read
I have written extensively here about Leadership, and how, in today's hotel management, this capability ranks above a professional's technical skills and experience.
Taking a brief look at the matter, and if we asked everyone we know in the hotel industry about their managers and supervisors, only a small percentage would describe theirs as excellent leaders.
why do so many hotels fail to develop their managers? Perhaps because they are promoting the wrong people into leadership positions, or perhaps because their selection criteria are flawed, but the problem is that the level of leadership, whether we like it or not, is very low.
Executives and the industry in general are focusing on technical competencies while overlooking the people and human development skills that are also essential in good managers.
And yet, the great paradox is that if we could ask hotel general managers, department heads and supervisors how they would rate themselves as leaders, the vast majority would place themselves above average. Clearly, something is going wrong.
Leadership is based on two things. Those two things are communication and development. We do not need a longer list, because these two things encompass everything we need when it comes to being the person who leads in a hotel.
Let us start at the beginning, with communication. Being an effective communicator means being impeccable with your words. Every word you say, in every conversation, with everyone, shapes your personal DNA. If you say disparaging things about another person or situation, that is how people will see you. If you make promises or commitments that you do not keep, you will lose credibility with your team.
As a leader, being able to communicate effectively comes down to being a positive influence in any situation, making a positive environment even better by contributing to it in a positive way.
When facing a situation or dealing with a problem, you need to think something like: Did I contribute something positive to this situation, or did I also add something negative to it?
The other side of communication is what you talk about. It is essential that the people you lead receive the vital information they need to make the best decisions.
Talking about core values, mission, strategy, competition, innovation and numbers is important. But talking about the aspirations of the people around you is essential.
The more you work to elevate others, the greater the impact you will have. People want to work for and engage with organisations that will help them develop, especially in hospitality, where competition for talent is so fierce. What you do to help people succeed in their own careers is the difference a good leader keeps on their radar every day.
Leadership is based on two things. Those two things are communication and development. We do not need a longer list, because these two things encompass everything we need when it comes to being the person who leads in a hotel.
Let us start at the beginning, with communication. Being an effective communicator means being impeccable with your words. Every word you say, in every conversation, with everyone, shapes your personal DNA. If you say disparaging things about another person or situation, that is how people will see you. If you make promises or commitments that you do not keep, you will lose credibility with your team.
As a leader, being able to communicate effectively comes down to being a positive influence in any situation, making a positive environment even better by contributing to it in a positive way.
When facing a situation or dealing with a problem, you need to think something like: Did I contribute something positive to this situation, or did I also add something negative to it?
The other side of communication is what you talk about. It is essential that the people you lead receive the vital information they need to make the best decisions.
Talking about core values, mission, strategy, competition, innovation and numbers is important. But talking about the aspirations of the people around you is essential.
The more you work to elevate others, the greater the impact you will have. People want to work for and engage with organisations that will help them develop, especially in hospitality, where competition for talent is so fierce. What you do to help people succeed in their own careers is the difference a good leader keeps on their radar every day.