HOTEL SYSTEMS AND MANAGEMENT (HTH674)

)

CHAPTER 10“LEADING PEOPLE”

ISA BIN AHMADSITI NUR NADIA BT SAPARUDINSYUKRINA BT MAMAT

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CHAPTER OVERVIEW

1-The Importance of Leadership

2- Leadership Traits and Sources of Power

3-Leader Behavior

4-Choosing a Leadership Style

5-Conclusion

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THE IMPORTANCE OF LEADERSHIP Leadership is the process of influencing

people to willingly perform in ways that lead to accomplishments of an organization’s goals (p:232)

Leadership in hotels• Develop their staffs• Build a good management team• Be motivators• Be good delegators• Be good communicators • Be caring, trustworthy, and consistent.

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LEADERSHIP TRAITS AND SOURCES OF

POWER Leadership traits• Strong need for achievement and self-

actualization• Good supervisory skill and intelligent• Decisive and self-confident• High energy level• Learning towards being perfectionist

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Sources of leader power• Reward power• Coercive power• Legitimate power• Referent power• Expert power

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LEADER BEHAVIOR Leadership behavior in the work place towards subordinates Authoritarian VS Participative

AUTHORITARIAN PARTICIPATIVE

Uses of leader’s power to enforce obedience, to control, to command and to make decision

Involves both leader and follower in a process of joint decision making

Better for subordinates to listen to the leader’s instruction

Superior ask for subordinates participation in sharing opinions

More concern about the production and profit

Usually due to situation which need to concern on subordinates

Ex: cut cost and portion of the foods production

Ex: Manager let banquet captain to handle events with their own skills

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Advantages and DisadvantagesType of Leadership

Advantages Disadvantages

Authoritarian Manager with authoritarian can show the

image as a leader

Can avoid for too many works that postponed

Fast job and cut time

Easiest and most natural leadership style for managers

• No chance and space for employees to share knowledge and opinion

• Managers will only talk to employees when they make mistake

• Create an environment of fear and resentment

• Leading to high turnover

Participative • Can do variety of job at the same time

• Lead to greater creativity and result to more

effective tasks

• Managers expect their employees easily

understand their job description

• More mutual respect and communication

between superior and subordinate

• Need more time to solve the problem occur

• Information/ strategy shared to employees

will be risk

• Less effective with unskilled/ lack of

knowledge employees

• Some employees will not follow the

procedures, as long as the job can be done

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Factors Affecting Leadership Style

The personality of the follower Dependent employees respond more to authoritarian Employees who are lack of knowledge and skills

(authoritarian) Independence employees refer to participative style Employees with ability communication skills (participative)

The nature of the tasks Managers who want to achieve high profit during peak

season tend to use authoritarian Participative – more effective for a common sense task

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GMs Leadership Behavior

GMs are more concern on profit and achievement Concern with the ins and outs of the hotel Must respond clearly in the authoritarian and participative

leadership Most GMs tend to be more autocratic rather than democratic Decision-making process – need to work with subordinates Usually during complex problems in the management GMs are straightforward towards employees – terminate

them directly if they cannot perform

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Consideration and Initiating Consideration: concern more towards people/employee Initiating: concern on task and production The management grid model:

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GMs Leadership: Task VS People

GMs must play role in controlling profit and employee welfare

Most GMs will concern more on initiating structure GMs want to achieve high performance and expect

everything to be perfect Too higher expectation will lead to pressure and stressful

environment Most successful GMs will concern more towards people who

worked for them GMs are less interesting on consideration

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LEADERSHIP STYLE

• Leader need to be flexible.• Cannot always be effective by being participative or

authoritarian or any consideration is best under all circumstances.

• Knowing when to behave in certain way and alter the leadership style is important.

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“When one person (A) exerts influence over another (B) its sometimes difficult to determine if it’s A’s behavior that causes B to act in a certain way or just the opposite (that is, B’s behavior causes A to act in a certain way).

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CHOOSING A LEADERSHIP STYLE

4 important aspects of leadership behavior by Hershey and Blanchard:

• Job maturity – The skill, training and experience a follower brings to a job.

• Psychological maturity – A follower’s self-confidence and self-image.

• Immature follower –Would be inexperienced, untrained, and possess little self-confidence.

• Mature follower – Highly skilled, well-qualified, possess considerable self-esteem and confidence.

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How General Manager Act’s

Experience subordinate Experience subordinate

•Subordinate do their job

•Gives a lot of freedom

•Let the subordinates with the manager

•Coached and trained

•Balance between hands-on and hands-off

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Leadership Style

Leadership Behavior Leadership Style

A-I and A-II Autocratic decisions.

C-I and C-II Consultative decision making.

G-II Democratic or group decision making.

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See page 252, table 10-1 for

the explanation of Possible

Leadership Styles

GMs Decision Making

GMs can make and authoritarian or others participations.

They make decision based on the situation and seemed to alter their behavior according to the situation.

GMs also must allow some decision to be make differently for better acceptance and commitment among the subordinates.

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CONCLUSION

Person can be a manager but not a leader. Sometimes people deliver their job or their behavior without

leadership Leadership is a process of getting the willing cooperation of

employee to perform better with organizational goal. Leadership style is very important in decision making

process.

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