One of the great criticisms of many business leaders today is that they are not accessible or visible. This, it is argued, has contributed to a natural fall in trust. It does tie very closely into the key issues raised in Chapter 8, creating an environment where one feels both trusted and safe. Is it a fair expectation to see one’s leader on the front line? Is it fair to expect them to be both visible and accessible?
The counter-argument is that the workloads placed on all senior executives have increased, giving less time to be visible, and that in hospitality, the most important leadership takes place on the front line. The real leaders are the reception managers, the restaurant managers, the customer services ...
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