HTH 102 Lecture Notes - Lecture 9: Nonverbal Communication, Problem Solving, Servant Leadership

• School: Ryerson University
• Department: Hospitality and Tourism Management
• Course: HTH 102
• Professor: Christopher Gibbs

Document Summary

Needs to be planned (know what is expected of you) After the problem the customer should leave with an enhanced perception. A leader is the inspiration and director of an action. Is a process where an individual influences a group to achieve a common goal. Heterogeneity service performance differs from service performer to performer. People/employees are most important asset as a service organization is your people. Service profit chain- engaged employees are linked to profitability. Leadership: management focuses on predictability, order and results planning, budgeting, organizing, controlling. Problem solving: leadership focus on producing change. Future thinking, alignment of vision to strategy & people. Types of leadership: situational, transactional, transformational, servant, situational. Depends upon the context of the situation, leader adapts their style of management to suit the organization. Transactional reward good behavior vs. shuns bad behavior. Active leader who monitors to make sure no problems happen. Passive leader who intervenes after to rectify and discipline.