目录

  • 1 Chapter 1 – Preparing for a Leadership Career
    • 1.1 Introduction
    • 1.2 Why a Career in Hospitality and Tourism?
    • 1.3 Selecting an Industry Segment
    • 1.4 Types of Available Positions
    • 1.5 Traits of Leaders
    • 1.6 Traditional Management Styles
    • 1.7 Varying your Leadership Style
  • 2 Chapter 2 – Hospitality and Tourism Leadership
    • 2.1 Introduction
    • 2.2 21st Century Leadership Styles
    • 2.3 Leadership Development Goals
    • 2.4 Empowerment
    • 2.5 Showing Respect and Value for Diversity
    • 2.6 Global Guest Audiences
    • 2.7 Welcoming Other Cultures
  • 3 Chapter 3 – Leadership and the Guest Cycle
    • 3.1 Introduction
    • 3.2 Follow the Guest: Making the Cycle Seamless
    • 3.3 Guest Recovery
    • 3.4 Problem Solving
  • 4 Chapter 4 – Managing the Guest Experience Cycle
    • 4.1 Introduction
    • 4.2 Managing the Guest Experience: Being Inclusive
    • 4.3 Guest Experience Property Standards
    • 4.4 Managing the Guest Service Measurement (GSM) Process
    • 4.5 Guest Service Gold: Leading a Gold Team
    • 4.6 Managing Green Practices
  • 5 Chapter 5 – Leadership, Employees and Communication
    • 5.1 Introduction
    • 5.2 Purpose of the Mission Statement
    • 5.3 Communicating Employee Purpose and Role
    • 5.4 Setting Performance Goals
    • 5.5 Listening, Speaking and Writing
    • 5.6 Managing Difficult People
    • 5.7 Guest Communication
    • 5.8 Media Training
  • 6 Chapter 6 – Front Office Leadership
    • 6.1 Introduction
    • 6.2 Responsibilities of the Front Office Manager
    • 6.3 Reports: The Night Audit Paper Trail
    • 6.4 Labor Costs and the Night Audit
    • 6.5 Measuring Employee Performance
    • 6.6 Guests and the Front Desk
    • 6.7 Green Practice Programs for Guests
  • 7 Chapter 7 – Managing Housekeeping Operations
    • 7.1 Introduction
    • 7.2 Being the Executive Housekeeper
    • 7.3 Building a Budget
    • 7.4 Budgeting Labor and Linen Expenses
    • 7.5 Managing Housekeeping Performance Standards
    • 7.6 Training Housekeeping Staff
    • 7.7 Managing Housekeeping Green Practices
  • 8 Chapter 8 – Leadership and Facilities Management
    • 8.1 Introduction
    • 8.2 Function of the Chief Engineer
    • 8.3 Budgeting to Meet ADA Requirements
    • 8.4 Energy Management
    • 8.5 Emergency Systems Planning
    • 8.6 Managing the Facility’s Green Practices
  • 9 Chapter 9 – Food and Beverage Service Leadership
    • 9.1 Introduction
    • 9.2 Organization and Staffing of Food and Beverage Operations
    • 9.3 Menu Management
    • 9.4 Purchasing Supplies and Equipment
    • 9.5 Facility Design, Décor and Cleaning
    • 9.6 Managing Sanitation and Safety
    • 9.7 Labor and Revenue Control
    • 9.8 Nutrition and Sustainable Foods
  • 10 Chapter 10 – Managing Banquets and Catered Events
    • 10.1 Introduction
    • 10.2 Booking and Planning Events
    • 10.3 Reports: Preparing for Service
    • 10.4 Delivering Service
    • 10.5 After Service
  • 11 Chapter 11 – Human Resources
    • 11.1 Introduction
    • 11.2 Interview and Hiring Practices
    • 11.3 Employment Laws
    • 11.4 Managing Compensation and Benefits
    • 11.5 Corporate Social Responsibility
  • 12 Chapter 12 – Managing Operational Finance
    • 12.1 Introduction
    • 12.2 Financial Statements
    • 12.3 Operational Expenses and the Capital Budget
    • 12.4 Revenue Management
    • 12.5 Managing Labor Costs
    • 12.6 Taxes: Reporting and Remitting
  • 13 Chapter 13 – Marketing
    • 13.1 Introduction
    • 13.2 The Marketing Mix
    • 13.3 Steps of a Marketing Plan
    • 13.4 Channels of Distribution
    • 13.5 The Marketing Budget
    • 13.6 Industry Trends and Marketing
  • 14 Chapter 14 – Sales
    • 14.1 Introduction
    • 14.2 Training for Sales Success
    • 14.3 Managing a Sales Team
    • 14.4 Selling to Global Audiences
    • 14.5 Selling to Special Segments
    • 14.6 Selling to the Digital Traveler
  • 15 Chapter 15 – Safety
    • 15.1 Introduction
    • 15.2 Managing Workplace Safety
    • 15.3 Risk Management and Insurance
    • 15.4 OSHA: Following the Requirements
  • 16 Chapter 16 – Security
    • 16.1 Introduction
    • 16.2 Hotel Security: Access Control and Guestroom Security
    • 16.3 Employee Security Issues
    • 16.4 Emergency Management and Media Relations
21st Century Leadership Styles






We have discussed the differences between leadership and management in Section 1.5.
我们在第1.5节讨论了领导与管理的差异。
To conclude on these differences, we can say that management is mainly executing.
总结这些差异,可以说管理主要是执行。

This is the organization and coordination of the activities of a business in order to achieve objectives.
这是为了实现目标而组织和协调一个企业的活动。
Management focuses more on decision-making and problem solving, by applying the fundamentals of management functions.
通过运用管理功能的基本原理,管理更多地侧重于决策和解决问题。
Leadership is the ability to lead a group of people by creating a vision and inspiring others to follow.
领导力是用创造一个愿景并鼓励他人遵循的这样一种方式去领导一群人的能力。
Leaders focus more on vision, inspiration, motivation and relationships.
领导者更注重视野,灵感,动机和关系。

All managers should strive to be leaders because effective leadership will always produce better results than effective management.
所有的管理者都应该努力成为领导者,因为有效的领导力总是会比有效的管理产生更好的结果。
The fast-paced global 21st century economy demands a new style of leadership and approaches to this leadership and management changes constantly.
21世纪快速发展的全球经济需要一种新的领导风格和方法以适应这种不断变化的领导和管理。
One of the greatest differences between leadership in the past and leadership in the 21st century is an increased focus on the role of management in meeting and exceeding guest expectations and stakeholder satisfaction.
21世纪的领导与以往最大的区别之一,就是更加注重管理层在满足和超越客户期望和利益相关者满意度方面的作用。

Today there is no one-size fit all theory of leadership, as the leadership takes on different forms on different times.
今天,没有一个适合所有领导理论的标准,因为领导力在不同的时代有不同的形式。
Today’s leadership is defined as 4C’s including 4 major functions:
今天的领导力定义为4C,包括4个主要功能:


The key is to decide which approach works best for their skills and abilities, and which best fits their employees and organizations.
关键在于决定哪种方法最适合他们的技能和能力,最适合员工和组织。

The four main theories of leadership领导力的四个主要理论

  • Personality – based Leadership 基于人格的领导:

    This theory promotes the idea of “charisma” in a leader. Charisma is a word originating from Greek and literarily means “ gift or grace”.
    这个理论推动了领导者“魅力”的思想。 魅力是源自希腊语的一个词,其意思是“礼物或恩典”。
    Charismatic people make good leaders by force of their personal abilities are capable of having profound effects on followers.
    有魅力的人以强大的个人能力使优秀的领导者能够对追随者产生深远的影响。
    However, not all good leaders are necessarily charismatic.
    但是,并不是所有好的领导人都必须具有魅力。

  • Situational Leadership 情境领导:

    This theory is emphasizing the situational leaders recognize that the best leadership style will vary based on the situation.
    这个理论强调情境领导者要认识到,最好的领导风格会根据情况的不同而有所不同。
    This style uses directive and supportive behavior approaches depending the employees’ skill competence.
    这种风格根据员工的技术能力而使用指导和支持的行为方法。
    During the performance of an employee, delegating, supporting, coaching or directing will largely depend on the level of independence reached by the employee.
    在执行职务期间,委托,支持,指导或指令将在很大程度上取决于雇员所达到的独立程度。

  • Transactional Leadership 交易型领导:

    Refers to exchanges performance for rewards. Leaders give out awards for good performance and punishments for bad performance.
    指交易表现的奖惩。领导者对良好表现给予奖励,反之给予惩罚。

  • Transformational Leadership 变革性领导:

    Refers to communicate a vision that inspires and motivates people to achieve something extraordinary.
    指传达一个启发和激励人们实现非凡目标的愿景。
    This is a collaborative leadership style on inspiring vision, goal setting and share leadership by delegating power.
    这是通过授权来激发理想、目标设定和分享领导力的协作性领导风格。
    Leadership is a skill and can be learned.
    领导是一种技能,并且可以学会。




We will discuss the leadership development goals in the next section.
我们将在下一节讨论领导发展目标。