In the hospitality and hotel industry, today the significance of the leadership qualities of managers cannot be overestimated. The recent economic growth and changes has made accommodations in a hotel a luxury thing with many tourists and travelers and the leadership of the efficient managers bring the guests to the door. Managers who project good qualities of leadership can break or make a business. The various skills including the leadership qualities in hospitality and hotel industry managers are similar to the qualities of leaders in other businesses which are successful. Both ‘business skills’ and ‘people skills’ are required and a good manager will show both.
In America, Patrick Imbardelli was the Chief Executive Officer and President of PPHG or Pan Pacific Hotel Groups, the luxury hotel chain. In the hospitality industry, Patrick Imbardelli is a reputed name and is renowned for being a perfectionist and his exceptional managerial skills, marketing techniques and business acumen in this hugely competitive world.
The fair play among employees, problem solving abilities, respect and customer relations includes people skills. An effective manager is perhaps the most important element, one who is admired by those who work under him or her, and the outlook among employees that he is honest and fair. This rule applies to everyone. Every employee should expect to be punished for poor performance and rewarded for accomplishments. On the payroll it is evident to everyone, whether favoritism is part of the hotel’s culture or fairness is at the heart of the workplace.
Another fundamental way to get it is by giving respect to others. Managers who see their employees as part of the team and inherently respect them as important individuals, find it much easier to get respect in return. Managers, who are willing to avoid micro-managing, delegate responsibilities, affirm good attitudes and encourage achievement go a long ways towards creating a friendly and enjoyable place to work. The result will lead to mutual respect between employees and management and the heading off of many the loopholes that corrupt managers. In the hospitality industry, to bring about mutual respect in the work environment depends on the importance of leadership qualities of managers.
According to Patrick Imbardelli, solving problem is a skill in which managers develop with excellent verbal skills, a good mind and between competing interests, a flare for being the negotiator. Most problems in the hospitality industry are not for being a poor economy or due to equipment failures but between employees.
A big part of any manager’s responsibilities are customer relations. Customer complaints should be for all concerned and addressed fairly. Especially when it involves an employee, an honest look at the complaint, is always the best policy. He can risk losing the respect of his staff if the customer is complaining maliciously or unnecessarily and the manager agrees with the customer against the employee. Back him or her up, if the employee is right and take appropriate action if he is wrong. Being a manager, it is not always possible to satisfy the customer but it is worth losing him to gain the respect of your staff and employees who will back them up when they are right.