Moment of Truth

Abstract

Purpose: This thesis aims to provide insights into the role of leadership competencies in relation to challenges in the culture and work environment of the restaurant business. Moreover, the thesis seeks to uncover the relations between leader roles, vocation, competencies, identity, culture, and power. Method, design, and approach: The study is based on the scientific method hermeneutics, and a deductive, and qualitative research method. Furthermore, the study consists of 16 semi-structured lifeworld interviews with leaders in the middle price ranged restaurants in Copenhagen, as well as two expert interviews with the CEO of Asnæs and Vangstrup, and CEO of Copenhagen Hospitality College. Findings: The thesis identified several factors influencing the leader’s role in the service system, and which issues a lack of competence feeling can lead to. Furthermore, the thesis demonstrates how the leader title is used as a symbolic identity pact, which furthers identity regulation. Lastly, it is established that identity regulation, control mechanisms and the cultural elements of the business are closely intertwined and affect each other. The thesis concludes that the symbolic use of the leader role points to a neglect of the leaders’ impact on the service system and their key role in cultural change. Development of the leaders’ competencies, i.a. analytical, can affect and support their ability to handle any interpersonal challenges – especially in the grey areas. Competence development can also further critical reflection and awareness of the leaders incompetencies the culture (s)he is part of. Nonetheless, the development of competencies and the process of cultural change requires resources i.a. for staff. This presents a challenge for the restaurants whose profit margin is already small. Finally, the development of competencies does not necessarily mean that the leaders will challenge the values and culture in their restaurant, but it can provide the leaders with the best prerequisites for performing in the moment of truth between leader and employee.