Traits of great leaders in hospitality industry 

Whether managing a small boutique hotel or overseeing a large international chain, managers are vital to the success of any hospitality business. A leadership position is not just about maintaining standards; it’s also about encouraging others. According to a survey, 80% of employees believe strong leadership significantly impacts their job satisfaction and performance. So what makes a great leader? In this article, we’ll look at the leadership traits that are their secret tools to promote a culture of excellence and innovation in the workplace.

Importance of leadership in the hospitality industry

Strong management is essential for directly influencing the quality of service, operational efficiency and overall success of an establishment. Leaders are important in hospitality to help with issues such as:

• Improving guest experiences: leaders set the standard for customer service, ensuring every interaction is positive and memorable. This high level of service builds customer loyalty and encourages positive reviews, essential for a hotel’s reputation and success
• Operational efficiency: streamlining operations by managing staff schedules and optimizing resource allocation. By overseeing day-to-day operations and addressing any issues promptly, leaders help maintain a smooth and efficient workflow. This operational efficiency improves the guest experience, reduces costs and increases profitability
• Staff motivation and retention: leaders who support and empower employees create a positive work environment, leading to higher job satisfaction and lower turnover rates. Engaged employees are more likely to go above and beyond in their roles, providing better service to guests
• Encouraging innovation: creative thinking and the adoption of new technologies and practices can boost service delivery, improve operational efficiency and differentiate the establishment from competitors
• Crisis management: hospitality can face a range of major issues, from natural disasters to economic downturns. Strong leadership is vital in navigating these challenges, ensuring the establishment can respond effectively and recover quickly
• Building a strong brand: through consistent delivery of its vision and values, leaders help create a robust and recognizable business that attracts and retains customers. This brand strength is vital for long-term success in a competitive market

Traits that make great leaders in the hospitality industry

Effective leadership in this sector requires a set of attributes that enables individuals to inspire their teams, provide exceptional guest experiences and drive business success. Let’s look at some of the top skills and traits to work on.

Emotional intelligence (EQ)

Leaders are expected to deal with guests and staff in different psychological states every day. Developing empathy for these emotions helps leaders address concerns, diffuse tense situations and create a positive atmosphere. Leaders also need this trait to manage their own emotions and maintain a cool head during difficult times. It’s a challenge, because leaders may initially struggle to recognize their own emotional triggers or may find it difficult to provide constructive criticism without causing offense.

Visionary thinking

A leader with a great vision can keep their establishment ahead of the curve for a competitive advantage. They can make their staff see the bigger picture to motivate them towards excellence. A visionary leader allows room for new ideas from everyone that could improve the guest experience. However, they might need to use their other soft skills to help overcome resistance from staff uncomfortable with the changes.

Communication

Leaders who clearly express goals, expectations and procedures find it easier to keep everyone on the same page. When staff feel informed and valued, they’re more likely to be invested in their work and provide exceptional service. Leaders need good written and verbal communication skills and engage in active listening to make sure team members are heard.

Collaborative teamwork

Great guest experience requires many different departments, from housekeeping to front desk, to work together seamlessly. Leaders who promote team collaboration create an environment where ideas are quickly shared and acted upon to improve the guest experience.

Adaptability

Leaders need to think on their feet and find solutions to minimize disruption and maintain a positive experience. Their ability to remain calm under pressure and make informed decisions is vital for maintaining smooth operations and guest satisfaction. However, leaders may struggle to find a balance between immediate solutions and long-term resolutions, which requires strong analytical power to come up with the best solution.

Strong work ethic

Leaders in hospitality must inspire their staff by example, demonstrating commitment and dedication to their roles. Their excellence sets the standard for their teams and inspires staff to perform at their best. Hardworking leaders are often seen as role models, building a culture of diligence and perseverance.

Integrity and accountability

Trustworthiness and ethical behavior are fundamental traits for leaders in any industry. Hospitality leaders must demonstrate integrity in all their actions and decisions, holding themselves accountable for their performance and that of their team. This builds credibility and trust internally and among guests.

Why become a leader in hospitality?

The industry offers numerous personal and professional rewards for those in management roles. It is a thriving sector that allows individuals to make a significant impact on guests’ experiences and the overall success of an establishment. If you have the traits described above, you might find a career in hospitality is ideal for you. Let’s look at why this is a great path to take.

Career growth and opportunities

The hospitality industry is vast, encompassing hotels, restaurants, resorts and more. Leadership roles in this sector often come with opportunities for career advancement, skill development and the potential to work in various locations around the world. Leaders in hospitality can progress to higher executive positions, manage large teams and oversee multiple properties.

Making a difference

Hospitality leaders have the opportunity to improve guests’ experiences, creating memorable moments that can positively impact people’s lives. By building a culture of excellence and personalized service, hospitality leaders ensure guests feel valued and cared for, which can lead to customer loyalty and positive word-of-mouth recommendations.

Exciting work environment

Leaders in hospitality face new challenges and opportunities daily, making the work exciting and rewarding. This encourages continuous learning and adaptability, essential traits for personal and professional growth.

Innovation and creativity

Hospitality businesses thrive on new ideas. Leaders get the chance to implement innovations, improve operations and introduce cutting-edge technologies. This improves the guest experience and can set the establishment apart from competitors.

Global perspective

Hospitality is an international industry, offering leaders the chance to interact with diverse cultures and people as well as the opportunity to work anywhere in the world. This global outlook enriches their understanding and appreciation of different customs and practices, building a more inclusive and culturally aware environment.

If you think hospitality leadership might be the right kind of career path for you, the best place to start is with a comprehensive hotel management program.

Leadership challenges in the hospitality industry

Let’s look at some major industry-specific issues leaders face and learn how these complex situations can be overcome.

Staff shortages and retention issues

With fewer staff members, leaders face the challenge of maintaining the level of service guests expect. This can lead to frustration for guests and the remaining staff. Here, leaders are expected to empower staff to take ownership of their roles and recognize their achievements to boost motivation and job satisfaction.

Rising costs and inflation

Fluctuations in expenses directly impact the bottom line. Global supply chain disruptions can lead to shortages of service essentials, further driving up costs due to limited availability and increased demand. Balancing rising costs with guest expectations for competitive pricing can be a constant struggle for leaders. Leaders need to employ various techniques such as resource optimization and negotiation with suppliers for discounts on bulk purchases.

Shifting expectations

Research shows 61% of guests prefer to stay at hotels that offer personalized services. This may include customized dining options, special requests for amenities or tailored recommendations for local attractions. Managing these requests can be a challenge for hotel managers. However, leaders who prioritize effective communication and teamwork can create a culture of listening to guest feedback and proactively addressing their needs, resulting in higher guest satisfaction.

How to develop traits of a successful leadership

To build essential leadership skills, you need to pursue the right education, gain practical knowledge and seek mentorship from an leading figure in the industry.

Education

Formal qualifications are the backbone of most successful careers in hospitality leadership. A degree in hospitality offers foundational knowledge in hotel operations, food and beverage management and customer service. An MBA in global hospitality management would add more credibility to your profile in the international job market. Look for institutions that provide a comprehensive curriculum with equal priority for theoretical learning and practical training.

Practical experience

Internships and on-the-job training can help aspiring managers develop the necessary leadership skills. Consider working in a wide range of different roles to grasp the intricacies of operations, understand guest needs and learn how to handle diverse challenges.

Mentorship

Connect with experts who can help you become a better leader by sharing their valuable insights. Look for mentors willing to share advice and through online consultations or face-to-face meetings. Allow them to identify your progress bottlenecks and offer you advice for making improvements in your leadership style.

Conclusion

Hospitality industry leaders need a range of different skills to perform successfully in this fast-paced industry. There are several key traits that make great leaders in the hospitality industry, from emotional intelligence to integrity and accountability. The key to developing effective leadership skills lies in continuous learning.

If you want to build a career in hospitality as a successful manager, studying for a degree with a school such as Les Roches can help you get started.

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