Credibility is also related to keeping our word. When we were young, we depended on our parents. Early in our lives, our mothers taught us the fundamentals of service by meeting our every need. In turn, our mothers, our wives, and our children have given us countless opportunities to serve them in kind and patient ways and attempt to exceed their expectations. Our families have had a tremendous impact on shaping our philosophy of guest-driven service, and for that, we thank them.
Leaders depend on their families and on members of their organization.
Responsibility Leaders are responsible for seeing that actions are carried out and directions are followed. All organizational leaders have a primary responsibility to nurture, build, and protect the reputations of their organizations. Accountability Accountability includes your personal actions, as well as that part of the organization for which you are responsible. In my role as a director of The School of Hospitality Business at MSU, I am responsible and accountable, but, by comparison, have relatively little authority. The three go together, and it is difficult to be effective when you are long on two, but short on the third.