Traits & Behaviors of Successful Hotel & Lodging Leaders Video

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  • 0:02 Traits of Hotel and…
  • 3:06 Leadership Behaviors…
  • 6:11 Lesson Summary
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Lesson Transcript
Instructor: Tara Schofield
There are many important traits and behaviors needed of leaders in the hotel and lodging industry. This lesson reviews the personal traits and effective leadership skills required to run a successful hospitality business.

Traits of Hotel and Lodging Leaders

Managing a hotel is an exciting and busy endeavor. To be successful in the hospitality industry, several traits and behaviors are needed to be an effective hotel and lodging leader. If you are considering a career in the hospitality industry, developing these characteristics will help you be more successful in managing a team and operating your property effectively.

Personal traits are those characteristics that make you a better person and help you form better relationships.

Good Communicator

You must first be a good communicator. Being a good communicator requires both listening and responding. When someone speaks to you, you need to stop, pay attention, and check for understanding. This might include asking questions or restating what the employee or guest has said. Once you know what the question or problem is, you can respond clearly, directly, and succinctly. By enhancing your communication skills, you become more approachable and trustworthy.

Let's imagine one of your guests has a problem with their room and asks to speak with the manager. You speak with the guest and ask questions about their stay. During the course of the conversation, you discover that they ordered room service the night before but it took over two hours to arrive in their room. When they complained to the dining room, nothing was done to fix their problem. You ask further questions and concentrate on the guest as they respond. After finding out the whole situation, you offer a solution and an apology to the guest. This shows you care about their problem and want to make them satisfied. Your communication skills have helped resolve a difficult situation.

Being Organized

Being organized is also necessary for effective leadership. This includes having clear goals and tasks that you need to complete, organizing your team, and ensuring processes are clearly outlined. By organizing your work and your hotel, you use the most of your time and keep your property running smoothly.

Say you're the manager of a small bed and breakfast. Because it's a family-type business, it can become very easy to be disorganized and let things slide. However, you understand the importance of having systems and processes for your work and the tasks your team completes. By emphasizing organization, your B&B runs smoothly and your employees effectively complete their work each day.

Caring for Others

Concern and empathy for your guests and employees is vital to being a good leader. When you understand what others are going through or how they feel, you can more consciously solve their problems. This goes a long way when there are difficulties for your staff.

Let's assume that you run a large resort property with fun activities for kids and families. While walking by a group of guests, you hear them complaining about an employee running one of the games. You stop to inquire about the situation and learn that your guests weren't going to tell anyone of their frustration, but they appreciate the chance to share their disappointment in the service they received. Because you care about their experience and want them to be satisfied, you show you're concerned for their happiness and satisfaction as your guest. The guests are so pleased by this that they vow to return to the resort in the future.

Leadership Behaviors of Lodgers

Leadership behaviors are the actions you exhibit that inspire others to follow you. An effective manager understands the value of leading their team through encouragement and positivity, rather than fear and anger.

Set Clear Expectations

First, you must set clear expectations. Expectations affect both employees and guests. Employees must understand what they're required to do to be successful in their jobs. This requires clear job descriptions, thorough training, effective processes and procedures, and consistent feedback.

Hospitality leaders also set expectations with their guests by providing honest, clear marketing material and communication from employees. When guests call to inquire about services or the property, employees should give straightforward, honest answers that represent the hotel appropriately. This helps establish reasonable expectations and a more positive experience for guests.

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