This chapter emphasizes the role of leadership in the success of hospitality organizations; why leadership matters; reviews both transformational and transactional leadership; and describes two studies of the potential benefits of servant leadership and empowering leadership. In these studies data were collected from large samples of front-line service workers in four- and five-star hotels in Turkey using questionnaires. Outcome measures included job satisfaction, work engagement, service quality perceptions, affective hotel commitment, engaging in voice behaviors and intent to quit. All measures had been used in previous research and were well validated. Both servant leadership and empowering leadership predicted a majority of the valued work outcomes. Practical implications on increasing both types of leadership are offered.

Organizational learning has been shown to contribute to organizational success. Individuals are the agents of any and all learning that takes place in organizations. Organizational learning will become more important as firms address new challenges. Organizational cultures can facilitate workplace learning, both formal and informal learning, with informal learning being the most common and useful. Results of two studies are reviewed. In the first, workplace learning culture was associated with learning opportunities and a range of important individual work and well-being outcomes. In the second, employees engaging in more voice behaviors in their workplaces also indicated higher levels of important work and well-being outcomes. Learning strategies, facilitators, barriers and learning outcomes are listed and practical implications offered.