Over the past months I have talked about customer service, training, blue collar versus white collar issues, as well as a host of other issues that beset the hospitality/hotel industry, and it got me to thinking about leaders and managers.

Leaders and managers! Are they not one and the same? Are not managers’ leaders and leader’s managers? My answer is absolutely, unequivocally, and emphatically, NO! However, my no comes with reservations. To be a leader does not necessarily...