Transitioning from manager to leader is one of the most significant career milestones in hospitality. This leap is about more than managing tasks; it’s about inspiring people, driving innovation, and creating value. In a recent masterclass, Bernold Schroeder, Former CEO and Chairman of the Management Board of Kempinski Hotels Group, and Dr. Sébastien Fernandez, Associate Professor of Organizational Behavior at EHL Hospitality Business School, explored the skills and mindset required for this transformation.

Titled “From Manager to Leader: Building Skills and Gaining Support for Career Advancement in Hospitality,” the session provided a roadmap for professionals ready to elevate their careers.

This article summarises key takeaways from the webinar (available in English only), which you can watch below.

Leadership in Hospitality: A Distinct Challenge

Leadership in hospitality is unlike any other industry. It requires balancing guest satisfaction with operational excellence while fostering a culture of collaboration and innovation.

“Unlike many industries, hospitality is deeply personal,” Schroeder noted. “Leaders must recognize that their role extends beyond managing operations—they’re creating meaningful experiences for both guests and their teams.”

Fernandez emphasized the importance of adaptability, saying, “The fast-paced and unpredictable nature of hospitality means leaders must excel in quick decision-making while maintaining emotional resilience.”

For a broader perspective, the World Travel and Tourism Council (WTTC): Future of Travel & Tourism predicts that by 2030, over 50% of tourism roles will require leaders capable of integrating sustainability and digital innovation.

The Skills That Set Leaders Apart

The masterclass highlighted how the skills needed at different career stages evolve, shaping the journey from manager to leader.

1. Technical Skills: The Foundation of Leadership

Early in a career, technical proficiency is essential. Leaders must master the operational basics, from delivering seamless guest experiences to understanding back-end processes.

“Technical skills are the foundation upon which leadership is built,” Fernandez explained. “Without them, it’s impossible to earn the respect of your team or navigate the complexities of the role.”

2. Human Skills: The Heart of Leadership

As professionals step into management roles, human skills become critical. These include:

  • Empathy: Understanding and addressing the needs of employees and guests.
  • Conflict Resolution: Managing disagreements in a constructive manner.
  • Team Motivation: Inspiring individuals to achieve their best.

“Leaders are only as strong as their teams,” Schroeder shared. “Developing the ability to connect and inspire is what sets good leaders apart from great ones.”

3. Conceptual Skills: The Future of Leadership

At senior levels, leaders must focus on strategic thinking, financial acumen, and innovation. Key competencies include:

  • Vision: Setting long-term objectives that align with organizational goals.
  • Collaboration: Ensuring seamless cooperation between departments.
  • Adaptability: Navigating change while maintaining focus on the big picture.

“Leadership is about creating a roadmap for the future,” Fernandez said. “It’s less about what you know and more about how you think and innovate.”

The Importance of Emotional Intelligence (EI)

Both speakers agreed that emotional intelligence (EI) is a cornerstone of effective leadership. EI encompasses the ability to understand and manage your emotions while empathizing with others.

Fernandez highlighted three critical components of EI:

  1. Self-Awareness: Recognizing how your emotions influence your behavior and decisions.
  2. Empathy: Anticipating the needs of others, whether they’re employees or guests.
  3. Social Skills: Building trust and resolving conflicts constructively.

“Emotional intelligence isn’t just a nice-to-have,” Schroeder emphasized. “It’s a business necessity. Leaders with strong EI foster better team dynamics and deliver superior guest experiences.”

A recent Gallup: State of the Global Workplace Report 2023 found that managers with high EI drive a 70% increase in employee engagement, underscoring the importance of soft skills in creating high-performing teams.

Developing these soft skills can set you apart in the industry. For more tips on advancing your career, explore Mentoring and Networking: The Secret Sauce for Your Career Growth.

Leadership Emergence vs. Leadership Effectiveness

A key takeaway from the masterclass was the distinction between leadership emergence and leadership effectiveness:

  • Emergence: How individuals are perceived as leaders, often influenced by traits like confidence or sociability.
  • Effectiveness: The ability to achieve tangible results, requiring a balance of skills, humility, and emotional intelligence.

“Too much confidence can be a double-edged sword,” Fernandez explained. “While it may help you emerge as a leader, it can alienate your team if not tempered by empathy and humility.”

Schroeder added, “Effective leadership is not about projecting authority. It’s about earning trust and creating an environment where everyone can succeed.”

For further insights on developing a leadership style that fosters well-being and team success, explore Leadership Strategies for Incorporating Well-Being in Hospitality.

The Value of Deliberate Practice in Leadership

Dr. Fernandez emphasized that leadership isn’t developed through experience alone but through deliberate practice.

“Leadership isn’t just learned—it’s practiced,” Fernandez said. “Set specific goals, seek feedback, and reflect on your progress regularly.”

Practical ways to engage in deliberate practice include:

  • Participating in leadership simulations or role-playing exercises.
  • Reflecting on successes and failures to identify lessons learned.
  • Soliciting constructive feedback from peers and mentors.

This approach aligns with insights from a Harvard Business Review (HBR): Deliberate Practice in Leadership Development, which underscores the power of reflection and feedback in strengthening leadership capabilities.

Shaping the Future of Hospitality Leadership

The journey from manager to leader in hospitality is more than a career progression—it’s a transformation that requires self-awareness, resilience, and a commitment to lifelong learning. By embracing emotional intelligence, building meaningful relationships, and focusing on deliberate practice, aspiring leaders can drive team success, create memorable guest experiences, and lead their organizations toward sustainable growth.

Both Schroeder and Fernandez emphasized that effective leadership in hospitality goes beyond technical knowledge—it’s about inspiring trust, fostering collaboration, and adapting to the ever-evolving demands of the industry. As the hospitality landscape continues to shift, those who invest in their growth will be well-positioned to make a lasting impact.

For more advice on adapting to change and building stronger teams, check out Building Resilient Leadership in Hospitality.

Learn Leadership with EHL

EHL Hospitality Business School offers tailored programs to help hospitality professionals enhance their leadership skills. From short seminars on management and strategy to bachelor’s and master’s degrees specializing in branding and executive education, EHL prepares learners for success in a competitive industry.

Looking to elevate your career? Discover how EHL’s programs can help you reach your leadership potential.