Business Memo and Thank You Essay

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It is often said that is manager is what one does and a leader is who one is. Tobias is clearly moving in the direction of being a strong leader at the Kahala Hotel and Resort.

Front Desk Management Hours and Responsibilities

Tobias is insightful and astute in his perceptions of what it takes to manage and lead large departments in the hospitality industry. He provides examples of how critical people skills are, how important multi-tasking skills are as well in terms of getting the most done in the least amount of time, and also provided many examples of how important analytical skills are too. He was able to explain how these skill sets, combined with a sense of humor and most important, a philosophy of service to the customer, leads to greater success over the long-term. In speaking with him it also becomes clear how important service recovery is as part of any management or leadership position in the hospitality industry. All of these are also galvanized around the leadership lessons learned as well, as he shared the five pillows of leadership. When evaluated from the context of transformational leadership skills, they make perfect sense. These include be the change you want to see in the department, sweat with them so they sweat for you, have a soft front and strong back, and feed your staff or they will eat your guests.

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He also underscores the values of honesty, respect, responsibility and caring as well. In his explanation and analysis of what a typical day is like, he made multiple references to how difficult it is to multiplex his time across many different tasks, while also continually underscoring the need to be present and help his subordinates and peers. Leadership in the hospitality industry is exceptionally demanding and requires expertise in human relationship, communication and managerial skills so one can make very quick decisions. That is apparent from interviewing Tobias for this assignment.

Lessons Learned About the Interviewing Process

A key lesson learned from interviewing Tobias is that the combination of primary, open-ended questions combined with secondary closed questions leads to greater insights and the opportunity fro the interviewee to share their lessons learned. What an interview process must do is create the opportunity for the interviewee to open up and share stores that show insight and astute judgment based on years of experience. This provides greater insights than just having a series of closed-end questions for example.

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