The 5 Levels of Influence to Elevate Leadership in Hospitality

In the hospitality industry, where guest experiences depend largely on the leadership within the hotel, developing leadership skills is critical. The 5 Levels of Leadership offer a powerful framework for hotel managers to grow their influence, not just within their teams, but throughout their organizations. Let’s dive into how these principles can be applied to the hotel and hospitality industry to create an empowered and dynamic leadership culture.

1. Leadership is a Journey Through Five Distinct Levels of Influence

In a hotel, leadership goes far beyond just holding a title. True leadership is built on influence, and the 5 Levels of Leadership provide a roadmap for managers to expand their impact across their teams, guests, and organization as a whole.

Here’s how this framework can be applied within a hotel setting:

1. Position: This is the starting point of leadership, where your title (e.g., Front Desk Manager, Housekeeping Supervisor) gives you authority. While important, this level alone won't inspire genuine followership. You must move beyond your title to build true influence.

2. Permission: At this level, leadership is about building relationships. Hotel leaders who genuinely care about their employees and listen to their concerns create a positive work environment. For example, a front desk manager who listens to their staff's feedback and actively supports them in handling challenging guest interactions earns their respect and trust.

3. Production: Results matter, especially in hospitality. Leaders who achieve operational success, increase guest satisfaction scores, or reduce room turnover times distinguish themselves from those who simply hold leadership titles. By setting clear goals and solving problems effectively, leaders build momentum and foster a results-driven culture in the hotel.

4. People Development: Developing other leaders multiplies a manager’s impact. For instance, a housekeeping supervisor who mentors new staff and prepares them for leadership roles ensures continuity in service quality and operations, even when they’re not present.

5. Pinnacle: Reaching the Pinnacle level means creating a lasting leadership legacy. Pinnacle hotel leaders build future leaders, maintain a culture of excellence, and leave a lasting impact on the organization. For example, a general manager who has developed multiple leaders within the hotel sets the foundation for long-term success, even after they’ve moved on.

2. Position is the Starting Point, but True Leadership Begins with Permission

In the hospitality industry, leadership based solely on position is unsustainable. Guests and employees respond more positively to managers who lead through relationship-building rather than authority alone.

• Example: Imagine a new F&B manager starts at your hotel. Initially, they must use their position to set expectations. However, true influence comes when they take the time to build rapport with the kitchen and service staff, listen to their concerns, and show a genuine interest in their well-being. By earning their team’s trust, they unlock greater collaboration, creativity, and commitment, all of which directly enhance guest experiences.

3. Production Separates Leaders from Managers and Creates Momentum

In hotels, results speak louder than titles. A Level 3 leader distinguishes themselves by driving tangible outcomes, such as improving occupancy rates or increasing guest satisfaction.

• Example: A hotel operations manager sets clear goals to streamline the check-in process, reducing average wait times from 10 minutes to 5. By implementing digital pre-check-in solutions and training staff on speed and efficiency, they not only improve guest satisfaction but also create momentum for further improvements. Their ability to consistently deliver results sets them apart as a true leader.

4. People Development Multiplies a Leader's Influence and Organizational Impact

The real power of leadership lies in developing others. In hotels, managers who focus on developing their teams create a ripple effect of excellence.

• Example: A housekeeping supervisor identifies a team member with potential for leadership and begins mentoring them, teaching them how to manage room inspections, handle guest complaints, and lead shift meetings. As a result, the team member grows into a leadership role, allowing the supervisor to take on more strategic responsibilities while ensuring the hotel’s housekeeping standards remain high.

5. The Pinnacle: Creating a Leadership Legacy Through Developing Other Leaders

Reaching the Pinnacle level means leaving a legacy of leadership within the hotel. Pinnacle leaders not only develop their direct reports but create a culture of leadership that extends throughout the entire organization.

• Example: A general manager who has been with the hotel for 10 years begins a leadership development program for high-potential employees across all departments—front desk, housekeeping, F&B, and maintenance. By nurturing these future leaders and mentoring them personally, the GM ensures that the hotel's leadership culture thrives long after they retire or move on.

6. Effective Leaders Balance Care and Candor in Their Relationships

In hospitality, relationships are key to success—whether with guests or staff. However, great leaders understand that relationships must be built on both care and candor.

• Example: A banquet manager who balances care and candor creates a positive working relationship with their team. When a staff member consistently falls behind on event setups, the manager addresses the issue promptly, providing direct feedback on how to improve while also offering support and additional training. This approach not only helps the employee improve but also fosters a culture of accountability and support.

7. Self-Awareness and Continuous Growth Are Crucial for Leadership Success

The best hotel leaders never stop learning. Continuous growth is essential for staying relevant and effective in an industry that constantly evolves with guest preferences, technology, and market trends.

• Example: A hotel manager realizes that the rise of digital technology is changing how guests engage with the hotel, from booking to check-in. To stay ahead, they invest time in learning about AI-driven guest engagement platforms and mobile check-in solutions, attending industry conferences and seeking mentorship from tech-savvy peers. This commitment to growth allows them to implement cutting-edge solutions that improve both guest experience and operational efficiency.

8. Leadership Success is Measured by Succession and Legacy

Leadership isn’t just about what you accomplish while in your role—it’s about what happens after you leave. Ensuring that future leaders are ready to step up is a key measure of leadership success in the hospitality industry.

• Example: A hotel director spends the last few years of their career actively mentoring their assistant managers and department heads, ensuring that each of them has the experience, knowledge, and confidence to take over when the time comes. When the director retires, the transition is seamless, and the hotel continues to thrive under the leadership of the new directors they developed.

9. Empowerment and Creating Opportunities Are Key to Developing Leaders

Empowerment is a hallmark of great leadership. Hotel managers who delegate authority and provide opportunities for others to lead foster a culture of growth and initiative.

• Example: A front office manager empowers a team member to take the lead on implementing a new guest loyalty program. By delegating this responsibility and providing the necessary resources, the manager not only develops the team member’s skills but also frees themselves to focus on higher-level strategic tasks.

10. Great Leaders Create Crucible Moments for Accelerated Leadership Development

The hospitality industry is full of high-pressure situations that can serve as crucible moments for leadership development. These moments, when handled well, accelerate growth and build resilience in emerging leaders.

• Example: A hotel experiences a last-minute cancellation by a key vendor during a large conference. The banquet manager assigns one of their top-performing staff members to manage the crisis, tasking them with finding a replacement vendor and ensuring the event goes off without a hitch. This high-pressure situation tests the staff member’s leadership skills and gives them an opportunity to shine, significantly accelerating their development as a future leader.

Conclusion: The Journey of Leadership in Hospitality

Leadership in hospitality is a journey of continuous growth, relationship-building, and influence. By progressing through the 5 Levels of Leadership, hotel managers can create a positive impact that extends beyond their own role, developing future leaders, improving guest satisfaction, and ensuring long-term success for their hotel. Embrace the challenge, invest in your team, and create a legacy of leadership that will elevate your organization for years to come.

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