1. Read the case study.

Josh and Samantha saw each other in a shopping mall for the first time since they graduated from the Tourism, Hospitality and Management program about 18 months ago. "Do you have time for coffee" Josh asked Samantha. "I'd like to hear about your job."

"Well," said Samantha, as they sipped their coffee, "I left school so excited about my new job and the career that I thought I would enjoy. Unfortunately, things haven't worked out very well. I cannot imagine anyone who could have been more interested than me in learning, in being successful, and helping my employer, while I was learning on the job. Now it is 18 months later, and I'm really turned off about my job in the restaurant in food service industry. I find there is no guidance from our manager, and it tends to have a real low moral among the team"

"Wow", said Josh my feelings are 100% different. I love my job and the place where I work. I've received a promotion already, and I can see myself advancing in my career and staying in the restaurant and food service industry. What happened to you in your job to discourage you to not want to continue in the hospitality field that didn't happen to me?"

1. What are the examples of inadequate leadership and management related interactions between Samantha and her boss that might have made her feel the way she does?

2. What are the examples of excellent leadership in management related interactions between Josh and his boss that might have made him so enthusiastic about his position, company, and career?"

3. What do you feel are the most critical leadership skills and abilities for you to successfully lead your employees/colleagues in the future in the hospitality industry and why?