Here's how you can distinguish between a manager and a leader in the hospitality industry.

In the dynamic world of hospitality, managers play a pivotal role in ensuring exceptional guest experiences. Here are the essential traits: Empathy: Understanding guest needs and team dynamics is crucial. Adaptability: Quickly responding to challenges and changes. Strong Communication: Clear, effective communication with guests and staff. Leadership: Inspiring and guiding the team to achieve excellence. Attention to Detail: Ensuring every aspect of the guest experience is flawless. Problem-Solving Skills: Addressing issues promptly and efficiently. Great managers create memorable experiences and foster a positive work environment.

Manager: - They're all about making sure things run smoothly. - They focus on getting tasks done meticulously and on time. - Managers keep an eye on operations and resources to keep everything ticking over. - They're good at sticking to the rules and maintaining stability. Leader: - Leaders are the ones who inspire the team towards big goals. - They're always thinking ahead and coming up with new ideas to improve things. - Leaders care about developing their team, helping them grow and learn. - Most importantly, they create a vibe where everyone is focused on making guests happy. In a nutshell, managers keep things organised and running smoothly, while leaders focus on inspiring the team and innovating to create great experiences.

A manager in hospitality must learn how to balance the customer service needs of clients and the needs of their team. While the phrase says "the customer is always right", we can't allow that to lead to our team being mis-treated by guest. A good manager must pay attention to the details and train their team effectively on the day to day of operations. Training must be continuous, with opportunities for professional development and growth. The team must be kept motivated through the creation of a culture of service. When an issue comes up with a guest, the manager helps the guest while maintaining the integrity of their team member. In this scenario the staff feel valued, and are more likely to learn from the scenario.

As a central axis, being with people and betting on continuous development. -Be transparent in decisions. -Involve everyone in the objectives. -Active listening. -Manage emotions. Being a leader is how you are seen, not what you believe about yourself. Focus on results without neglecting genuine details for others.

In hospitality, a manager oversees operations, enforces policies, and ensures tasks are completed efficiently. A leader, however, inspires and motivates the team, fosters a positive work culture, and drives innovation. Managers focus on processes and problem-solving, while leaders emphasize vision, personal development, and employee engagement. Effective leaders are proactive and approachable, encouraging collaboration and growth within their team.

A leader creates a mission for the team; a north star to follow. That mission mush encompass the daily reality of the operation. A leader then recruits / hires / trains / motivates a team of managers who represent that mission and keep the team on the path to it. The leader must live up to that mission in their day to day, and team member need to feel proud of their leader. A leader becomes a thought leader on the issues affecting the company, and thus motivates their team.

Managers focus on day-to-day operations and short-term goals, making structured decisions based on established protocols to ensure smooth running and compliance. They tend to be risk-averse, prioritizing consistency and efficiency. In contrast, leaders adopt a strategic focus with a long-term vision. They make flexible decisions that consider various perspectives and potential outcomes, aiming to drive innovation and growth. Leaders are more willing to take calculated risks to adapt to market trends and advance the organization’s objectives.

This is always a hot topic, one of my favorites. To distinguish yourself as a hotel or property manager or leader, you must practice a lot, then excel at both roles, know when to switch hats! Initially, focus on managing—walk through every nook and cranny of the hotel, setting clear expectations for the new Chief Engineer and aligning them with the hotel owner's standards. As the Chief begins to manage independently, shift to leadership, reinforce the positive behaviors and decisions you want to repeat. Follow up, review progress, providing guidance, support. When crisis arises or during projects like renovations, revert to active management to ensure processes are handled effectively. Rinse and repeat, and keep your eyes on your prize!