Hospitality Manager
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Leadership Skills for Managers in Hospitality Industry

Hospitality managers with strong leadership skills master problems on a regular basis and it is important to remember that leadership skills are not the exclusive domain of those born with the ability.


Strong leaders share many qualities – patience, empathy, courage – but none is more important to those who work in hospitality than excellent communication skills. At the core, exceptional customer service consists of “listening” to or studying the target market, identifying its needs and anticipating the fulfillment of those needs, sometimes before the customers themselves. Hospitality leaders must exercise the same ability with their associates, meeting their expectations regularly and listening carefully to their ideas, questions and concerns.


Another critical point that leaders readily grasp is the importance of accepting responsibility for their actions. Leaders never shift blame from themselves onto another person, and they are as quick to apologize for their mistakes as they are to fix them.  Likewise, leaders in hospitality are able to exercise self-control and a positive outlook, even in the face of irate clientele, disappointing profits or poor employee attitudes.


Finally, leaders in hospitality are masters of consistency. They are fair in their treatment of their team members and they expect fairness in how associates treat each other in turn. Leading by example has always been a key means of inspiring loyalty and commitment, so hospitality managers with leadership skills never shy away from bussing a table, carrying luggage or mixing a cocktail.

Course Objectives:

· Manage high-performance teams using strengths to maximize participation and productivity

· Identify successful formulas for both quality and service

· Recognize challenges facing emerging leaders in the hospitality industry and develop strategies to meet those challenges

· Develop marketing and sales activities to position your business in the market and communicate with customers successfully

Topics Covered:

· How to empower yourself and your staff as a hospitality supervisor

· What leadership is from the hospitality manager’s point of view
· How to build credibility and trust
· Analyzing effective listening processes and skills
· Learning participative leader skills and techniques
· The three steps of the continuous performance appraisal process
· Coaching, mentoring and how to give constructive feedback
· Decision-making tools for effective leadership
· How to apply problem solving techniques to solve actual problems
· Teams vs. work groups: learning to lead and build personal effectiveness in hospitality industry

Qualified Hospitality Manager

To become a qualified hospitality manager in our association, members have to pass our certification exam.  Our high-quality exams are designed to ensure maximum value to the members and the hospitality industry.

The exam consists of 50 multiple-choice questions that must be answered. All test questions are designed to test the candidate's mastery of various competencies derived from key areas of knowledge in combination with skills practiced. The key areas of testing are:

· Supervision
· Leadership
· Time Management
· Effective Communication
· Problem Solving and Conflict Resolution
· Orientation and Training
· Motivation and Team Building
· Staffing and Scheduling
· Improving Employee Performance

Tuition Fee: AUD$650
Examination Fee: AUD$650

Certificate Sample