Leadership & Management in the Hospitality Industry Flashcards

Leadership & Management in the Hospitality Industry Flashcards
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18 cards in set

Flashcard Content Overview

Work with this set of flashcards to go over important figures in hospitality industry leadership, including:

  • Leaders
  • Leads
  • Supervisors
  • Managers

You'll find cards that review different approaches to management and quality management systems. The uses of delegation and division of labor are also addressed by these cards. Additionally, you can consider the ethical qualities that employees in this industry should possess.

Scalar Principle

This describes how authority should be delegated within an operation. It says that you should have a clear chain of command from supervisors to subordinates.

Division of Labor

You accomplish this process when you assign specific duties to different employees.

Delegation: Improper Uses

Leaders who refuse to do this out of fear for their control, or who do this to an excessive degree may both fail. Also, leaders who don't assign tasks clearly can be in trouble.


This ethical quality reflects how honest people are and their readiness to follow rules. If you demonstrate this, customers will trust you to look out for their best interests.

Hospitality Industry: Important Ethical Qualities

Employees within this industry should display trustworthiness, integrity, accountability and respect for other people.

Hospitality Industry Leaders: Lead

Individuals in this position are paid by the hour. They don't manage others, but they may be responsible for training or handling small staff issues.

Hospitality Industry Leaders: Supervisor

These employees are usually in charge of one section of a business and report to management. They interview and hire other workers and may set up schedules.

Hospitality Industry Leaders: Manager

Employees who are in charge of large parts of a business. They give direction to supervisors and plan, organize and lead organizational activities.

Leaders: Keys to Success

These individuals need to focus on raising employee morale and facilitating positive communication. They also need to be able to offer inspiration to other employees.


An employee who is low-ranking in a company and who has to follow the orders of his or her manager.


These employees inspire others to follow their instructions due to the force of their personality. They do not typically have formal titles.

Management: Four Functions





Quantitative Approach to Management

Managers that use this approach focus on techniques related to math and statistics when making decisions or conducting meetings.

Systems Approach to Management

This managerial approach considers the sections that make up a business and how they fit together as a whole.

Contingency Approach to Management

You support this managerial approach if you think no single system can be used to successfully manage a business.

Quality Management Systems

These frameworks deal with a business's controls, processes, goals and resources. They are part of the strategy and culture of an organization.

Quality Management Systems: Examples

Six Sigma

ISO 9001

Total Quality Management (TQM)

Plan-Do-Check-Act (PDCA)

This concept is popular in the field of quality management. It focuses on collecting, analyzing and responding to feedback before obtaining additional feedback.

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