Jenni Sandstrom’s Three Minute Thesis
Leading a Successful Hotel: A Look at the General Manager’s Ability to Utilize Multiple Leadership Styles
Hotels that have achieved a high level of sustained success may attribute their success to their leader, the hotel general manager (GM). The primary leadership style employed by this leader may fall into one of the several areas measured by a formal leadership assessment. In order to run a successful hotel, the GM is required to shift leadership styles based on situations they face on the job. Formal leadership assessments are unable to capture the shift from one style to the next. Jenni’s study evaluated the actions and leadership style of three GMs, each the leader of an ultra-successful hotel, through case study research, observation, one-on-one interviews and document analysis. Results of the case study were compared with results from a formal leadership assessment to answer the primary question of how the GM of an ultra-successful hotel utilizes multiple leadership styles in day-to-day operations.
About Jenni
Jenni Sandstrom has over 25 years of experience as a hotel operator. She is pursuing a Ph.D. in hospitality and tourism with the goals of contributing an operational focus to hospitality research and educating future hoteliers. Jenni’s research interests include sustained hotel success, general manager leadership, hotel corporate culture, hospitality education, and other lodging-related topics. Prior to coming to Washington State University, Jenni earned an MBA from the University of Portland and a B.A. in communication from the University of Washington.