Leading teams in the hotel industry today is a demanding and exciting challenge. Customers are increasingly sophisticated and expect impeccable, personalized, and consistent service standards. To meet these expectations, team leaders must go beyond supervision: they need to guide, motivate, and empower often underqualified employees in contexts of high turnover, cultural diversity, and language barriers.
The true mission of leadership is to transform these difficulties into opportunities, creating cohesive, effective teams committed to a common purpose: to offer each client a memorable experience.

The course takes place in a 100% Digital format with Synchronous Classes.

• Describe the role of a team leader in the hotel industry, distinguishing between leadership skills and technical skills.
• Effectively manage the key “moments of truth” in team leadership, ensuring guidance, feedback, conflict management, and team alignment with organizational goals.
• To empower employees to correctly perform their tasks, promoting rapid learning, consistent quality, continuous performance improvement, and the development of their initiative and autonomy.
• To implement strategies for motivating and engaging employees, promoting commitment, cohesion, and quality of performance in contexts of high turnover.
• Adapting leadership practices to the cultural and functional specificities of the hotel industry, ensuring the integration of the team’s cultural diversity.
• Effectively manage time and priorities, balancing technical roles and leadership responsibilities, and ensuring focus on what is most relevant to team performance.

Team leaders, supervisors, foremen, and other similar positions, responsible for managing frontline operators.

The role of the team leader
Technical skills and leadership skills. Difficulties in transitioning from technical roles to leadership roles. Leadership skills as a differentiating element and a success factor in the new role.

To guide and empower
Assign tasks, formulating and communicating clear objectives. Teach how to perform tasks and procedures. Explain the rationale and importance of proper execution. Conduct effective team briefings.

Monitoring and Development
Planning and maintaining an individual monitoring schedule. Providing guidance (“feedforward”) feedback. Setting learning objectives and evaluating results. Offering constructive criticism and timely praise.

Promoting trust and mutual support.
Creating a climate of psychological safety. Establishing practices of support and mutual learning. Delegating, fostering initiative and autonomy. Conducting continuous improvement meetings. Transforming mistakes into opportunities for growth.

Dealing with difference
Interpreting behaviors based on cultural specificities. Recognizing and questioning one’s own biases and prejudices. Adjusting leadership interventions to the cultural diversity of the team.

Leading with authority and fairness
Making and communicating decisions with clarity and assertiveness. Preventing, dismantling, and resolving conflicts. Intervening in situations of fraud. Practicing ethical leadership, based on integrity and respect.

Managing time and priorities
Organize time between technical tasks and leadership responsibilities. Dedicate time to individual follow-up with employees. Establish priorities and manage operational pressure. Use simple work planning and management tools.

Gonçalo Rebelo de Almeida
João Paulo Feijoo