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Objectives
After reading and studying this chapter, you should
be able to:
Describe the characteristics of effective leaders
Discuss some
important factors that must be considered when leading restaurant employees
Know several important management concepts
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Leading Employees
Employee resources are the most valuable asset
and competitive advantage
We need to realize that leadership of
employee resources is critical:
We don’t manage our employees, we lead them
Being a leader is exciting:
There are challenges, opportunities, and rewards
In the hospitality industry:
Almost everything depends on the physical labor of many hourly (or nonmanagerial) workers
People who cook, serve tables, mix drinks, wash dishes, and mop floors
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Leading Employees (cont’d.)
How well employees produce:
Depends largely on
how well they are led
Greatest challenge: employee motivation
Leadership:
Process by
which a person with a vision is able to influence the activities and outcomes of others
Begins with a vision, a mission, and goals
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Leading Employees (cont’d.)
Vision:
Articulation of the mission in an
appealing way that it vividly conveys the future
Instills a
common purpose, self-esteem, and a sense of membership
Mission statement:
Describes the purpose of the organization
Outlines activities performed for guests
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Mission & Vision
STARBUCKS COFFEE
Mission Statement
“To
inspire and nurture the human spirit – one person,
one cup and one neighborhood at a time”
Vision Statement
”The vision of Starbucks is to establish Starbucks as the premium purveyor of the finest coffee in the world while maintaining our uncompromising principles while we grow”
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Leaders and Associates
Restaurants are dependent on large numbers
of people to fill low-wage entry-level jobs
Washing dishes,
busing tables, hosting, etc.
Often taken for granted
Turnover is high
Another level of hourly worker is the skilled or semiskilled
Cashiers, bartenders, cooks, and servers
May also be temporary workers
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Characteristics of Leaders
Traits of effective leaders:
Drive
Desire to influence
others
Honesty and moral character
Self-confidence
Intelligence
Relevant knowledge
Power
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Characteristics of Leaders (cont’d.)
Power: ability to influence others
to behave in a particular way
French and Raven introduced
the Five Forms of Power in 1959:
Legitimate Power
Reward Power.
Expert Power.
Referent Power.
Coercive Power.
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Characteristics of Leaders (cont’d.)
Legitimate power comes from the
belief that a person has the formal right to
make demands, and to expect others to be compliant and obedient.
Reward power results from one person's ability to compensate another for compliance.
Expert power is based on a person's high levels of skill and knowledge.
Referent power is the result of a person's perceived attractiveness, worthiness and right to others' respect.
Coercive power comes from the belief that a person can punish others for noncompliance.
Informational power results from a person's ability to control the information that others need to accomplish something
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Identify an animal that is representative of each
type of power and how it helps them get
what they want
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Guide Dog
Expert Power.
The guide dog possesses expert
skills and knowledge that enable a blind person to
be independent.
A blind person will always listen, trust and respect the guide dog and in return will be compliant with the dogs instruction.
The guide dog will always outperform other dogs.
The owner will always look upon the guide dog has the leader in the relationship.
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Gorilla
Legitimate Power.
The gorilla possesses status in the
animal world.
Its status speaks volumes and derives from
its sheer strength and size.
Others in lower ranking positions look up to the gorilla and will be compliant through fear of repercussions.
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Wasp
Coercive Power.
The wasp will influence others with
the threat of its sting.
It has the ability
to punish those who don’t comply with its wishes.
Others will comply through fear of the sting.
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Peacock
Referent Power.
The peacock radiates beauty and because of
this captures everyone’s attention.
It doesn’t have to try
very hard to capture everyone's attention, it has a natural ability through its visual beauty.
Everyone will always admire, trust and respect the Peacock.
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Dog
Reward Power.
Owners expect their dogs to
be obedient while demonstrating good behaviour.
Dogs are frequently
rewarded with something they love for their compliance and behaviour.
Rewards may not always be available.
Without the rewards compliance and good behaviour may become harder to achieve for the owner.
The dog may be difficult to mange without rewards and become less compliant.
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The Nature of Leadership
Getting people to work for
you willingly and to the best of their ability
Formal
authority
The right to command, given by the organization
Real authority
Conferred by subordinates
You have to earn the right to lead them
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The Nature of Leadership (cont’d.)
Steps to establishing a
foundation for leadership development
Commit to investing the time, resources,
and money needed
Identify and communicate the differences between management skills and leadership abilities
Develop quantifiable measurements that support leadership skills
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The Nature of Leadership (cont’d.)
Make leadership skills a
focus of management training
Implement ongoing programs that focus on
leadership skills
Know that in the right culture, leaders can be found at entry level
Recognize, reward, and celebrate leaders for their passion, dedication, and results
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The Nature of Leadership (cont’d.)
LBWA (leadership by
walking around)
Spending a significant part of your day talking
to your employees, guests, and peers
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Employee Input and What’s in It for Me?
To
optimize restaurant potential:
Have extensive employee input:
into not only the
vision and mission but also how to achieve or exceed them
