LEADERSHIP AS A TOOL FOR ORGANIZATIONAL SUCCESS: PROMOTING QUALITY SERVICE, INNOVATION, AND EXCELLENCE.

Abstract

Leadership is a vital element in the social relationship of group at work. Groups need leaders and leaders need followers. Leadership is a dynamic process influenced by the changing requirements of the task, the group itself and the individual members. Hospitality industry is a diverse and flexible sector that caters for eating, sleeping and recreational needs of all types and ages customers. Provision studies show many perspectives of promoting the quality service by some researchers while others protested that job standardization had preferably resulted it quality service delivery. This industry ranges from eatery to the largest luxury hotel, restaurant and as a service-oriented establishment, staff need to be trained from time to time on the importance of providing quality service. The study discussed the rationales for quality service delivery. Transformational, Transactional Leadership, Job standardization and quality service. Finally, recommendation was made that since the majority of employees in organizations are employed in groups of one kind or another, attention to team-roles, group working and/ or team development is a crucial activity for management.