Leadership in the Client-Centred Service of Hospitality

DOI

10.2991/assehr.k.200526.019How to use a DOI?

Keywords

leadership, client-centred service, hospitality, technical innovation

Abstract

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.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Liudmila Bovsh
AU  - Larysa Hopkalo
AU  - Igor Komarnitskyi
PY  - 2020
DA  - 2020/05/27
TI  - Leadership in the Client-Centred Service of Hospitality
BT  - Proceedings of the 6th International Conference on Social, economic, and academic leadership (ICSEAL-6-2019)
PB  - Atlantis Press
SP  - 128
EP  - 135
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.200526.019
DO  - 10.2991/assehr.k.200526.019
ID  - Bovsh2020
ER  -