Managing hospitality people

This chapter concerns the day-to-day management and operational issues in leading and directing the many different types of individuals and groups or teams at work in the hospitality industry. In a wide-ranging treatment of individuals’ and groups’ behaviour and formation, there is coverage of leadership styles and management competencies, detailed review of the importance of diverse groups in the sector, teams of individuals with their own skills and backgrounds and consideration of important aspects such as employee engagement and communications. The chapter ends with a summary of contemporary issues facing hospitality managers in 2025, notably managing change, post pandemic staffing, geopolitical challenges, diversity and inclusion, harassment and wellbeing.