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Hospitality Industry: Leadership & Supervision

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  • 0:04 Leaders in Hospitality
  • 1:08 Leads
  • 2:37 Supervisors
  • 3:58 Managers
  • 5:18 Lesson Summary
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Lesson Transcript
Instructor: Allison Tanner
Within the hospitality industry, there are several leaders and supervisors who assist in the organization's operations. This lesson will introduce you to the general title of the leaders and how you can identify the different types of leaders.

Leaders in Hospitality

Ellen is the new General Manager of Star Resort and Casino. She has many of the great qualities necessary to be a leader in hospitality. She is organized, efficient, strategic, and excellent at working in fast-paced environments. Like most leaders, Ellen believes that by developing, or expanding, her team's skill sets, they will be more likely to succeed. In order to do so, she's gathering her team and giving them information on the types of leaders and supervisors in hospitality.

Ellen jumps in by exclaiming that everyone in the organization can be a leader. However, in order to make sure that the system and operations work effectively, most organizations have three specific types of leaders:

  1. Leads
  2. Supervisors
  3. Managers

Pointing to various supervisors and leaders in the room, Ellen explains that each of these leaders plays an important role in the industry. However, she cautions the team to keep in mind that each organization operates differently, and thus roles and responsibilities of each leader may differ.

Leads

Ellen goes on to explain that leads are hourly staff who have been given a specific set of responsibilities. They do not directly supervise or manage staff, but they may be a go-to person for questions or small problems. Some leads assist with cash management, and others serve strictly as a trainer, or employee who can help their team members resolve simple customer-related issues, such as a small refund. Ellen tells Mary to join her at the front. Ellen explains that as the lead server, Mary is given the responsibility of training new staff and is in charge of leading the team during the closing shift at the restaurant.

Throughout the industry, leads can be found in a variety of settings, and each will have tasks unique to their company's operations. Ellen tells the team to consider that just in Star Resort and Casino, they have lead servers, lead house cleaners, lead guest services members, a lead concierge, a lead life guard, and a lead activities specialist. The diversity doesn't stop there. Ellen tells everyone that in all industries of hospitality, leads play an important role in helping the organization reach its goal.

The important thing to remember is that in general a lead is:

  • Paid hourly
  • Given some leadership responsibilities
  • Does not directly supervise or manage
  • Only oversees activities in their specific location, such as kitchen, restaurant, or guest services.

Supervisors

Moving on, Ellen explains that in the hospitality industry supervisors are members of the leadership team who report directly to the management. They're usually paid hourly but may have a salary, and they oversee a wide variety of hospitality operations. Typically, supervisors have a section of the company they're in charge of.

Ellen directs the team to John. As supervisor for guest services, John oversees the front desk and concierge teams. He has several staff that report directly to him, and he is in charge of interviewing, hiring, rewarding, and disciplining his team members. She tells the team to consider in the casino portion of Star Resort there is a floor supervisor who's in charge of the cocktail waitresses, a bar supervisor in charge of the bar tenders, a hotel supervisor who serves as the assistant to the manager, and many others.

In general, supervisors:

  • Are paid hourly
  • Report to managers
  • Directly oversee team members
  • Are in charge of interviewing, hiring, and disciplinary action
  • Make staff schedules
  • Oversee a specific area including hotel, retail, restaurant, or travel services

Ellen chuckles explaining that hopefully the team has begun to see a pattern of increased responsibility as she continues to discuss leadership.

Managers

Managers oversee a large section of the resort, including:

  • The hotel manager who oversees the supervisors in charge of hotel operations
  • The casino manager who's in charge of the entire casino
  • The restaurant manager who is in charge of the restaurant

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