Leadership in the Client-Centred Service of Hospitality

摘要

In the last few years, leadership theory has evolved under the influence of technological innovation and the growing role of impression marketing in shaping business-concepts. In this regard, the hospitality industry, which is one of the largest in terms of activity and number of staff involved today, needs client-oriented leaders. Consumers' needs in the hospitality industry are growing and becoming complexes, leading to the transformation and modification of the competencies of managers, who interpret the compliance-quality control of services. The implementation of the leadership qualities of a manager in the corporate culture of a company creates a value system that is imitated by all the employees and centres the business processes around one goal - client orientation. Our contribution provides a comprehensive and concise overview of the determinants of leadership of the hospitality industry. We evaluate the hotel leadership issues and focus our attention on business process leaders as key elements in implementing the concept of customer-centric leadership.