Hospitality Leadership Part 3
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Responsibility
President Harry Truman used to keep a sign with this motto on his desk: “The
buck stops here.” Truman’s motto has been used again and again as the ultimate
standard of responsibility. Within Truman’s vision of responsibility lies a deep
sense of courage, commitment, level-hotheadedness, and initiative. Hospitality
managers noted some of these same characteristics as they discussed the
importance of responsibility for hospitality leaders.
This section of the handbook discusses some of the characteristics of responsible
hospitality leaders and shows you how to develop this essential trait in yourself.
Responsible leaders are visible and accessible.
Hospitality managers say that visibility and accessibility are important ways
managers project responsibility. “I worked for a GM once who hardly ever left his
office. It was like he just didn't want to see what was going on. He didn’t want to
take responsibility for anything,” said one manager. Walking around your
property, being seen by employees during work hours – even helping out
occasionally – are all things that show employees you are willing to take
responsibility.
Accessibility is another important way to project responsibility and build
credibility. If employees have to make an appointment to discuss problems with
you or if you constantly put them off with, “I don’t have time to talk about this
right now,” you may be avoiding your responsibility to them
Motivation and Visibility:
“A lot of managers are hiding behind their desks,” says a high-ranking
hospitality executive. “You can’t motivate anyone this way. The great
managers, the real motivational leaders in this industry, have a visible profile
in their property, in their community, in their industry, and in their
associations. A good leader never spends more than 50 percent of his or
her time behind a desk.”
What should you be doing when you’re not at your desk? The executive
recommends the following: “Talk with employees, learn their names, listen
to their ideas, thank them, pat them on the back, compliment them, stimulate
them, and guide them.
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