Servant Leadership in Action
Why hospitality thrives when leaders serve with humility, consistency, and integrity
In hospitality, every interaction matters, guest and employee alike. When leaders see themselves first as servants, not just authority figures, the ripple effects reach every corner of the hotel: morale, performance, loyalty, and reputation all improve.
What Is Servant Leadership?
Servant leadership flips the traditional hierarchy: instead of people serving the leader, the leader’s primary role is to serve the people. This means putting team needs first, listening actively, empowering growth, and making decisions rooted in trust and integrity.
In hospitality, the alignment is natural: you exist to serve guests, so why not serve your team in return? When employees feel supported, valued, and trusted, their energy and commitment show up in every guest interaction.
Why it Matters: The Research
A growing body of hospitality research shows servant leadership has meaningful effects:
Hotels led by servant leaders see higher employee engagement, reduced absenteeism, and stronger discretionary effort (i.e. team members going above and beyond).
Servant leadership contributes to internal trust, psychological empowerment, and constructive behaviors among frontline staff — all critical in high-touch service environments.
Emerging studies also show servant leadership can help mitigate burnout and strengthen workplace ethics in hotels, signaling long-term resilience.
Put simply: when your people feel safe, heard, and invested in, they serve guests better — and the business thrives.
What Servant Leadership Looks Like in Hotels
In practice, servant leadership shows up in everyday behaviors:
Lead by example. A leader cleans up after service, checks on rooms, or steps in during busy shifts. Showing you’re willing to roll up your sleeves earns respect.
Open listening & empathy. Ask team members how they’re doing, understand obstacles, and act on feedback. Let them know they matter beyond their role.
Empowerment over micromanagement. Give autonomy, coach rather than command, and encourage initiative. Mistakes become learning moments, not punishable errors.
Consistency & integrity. Walk your talk. If you say you’ll act on feedback, do it. If you commit to fair vendor practices, bring evidence. Trust is fragile — consistency builds it.
Invest in growth. Train, mentor, and develop future leaders. Whether frontline staff or managers, a servant leader’s legacy is creating new servant leaders.
MZ Patel’s Approach to Servant Leadership
Mahendra (MZ) Patel has long embodied servant leadership in the hospitality space. As the founder of MHO Hotels, a multi-state operator, he models humility and accountability at every layer. He prioritizes member-first service in all AAHOA roles — from regional director to franchise advocate — bringing one core mindset to every decision: How can this help the hotel owner first?
His track record includes expanding training into Gujarati language, standing for transparent vendor practices, and pushing reforms that protect owners against opaque fees and unfair practices. These are not gestures for optics; they reflect a leader putting the needs of others before the allure of power.
A Stronger AAHOA Through Servant Leadership
AAHOA is built on shared challenges, aspirations, and the belief that we’re stronger together. Leadership grows through service, integrity, and consistency. When AAHOA’s officers lead as servants — prioritizing fairness, listening to members, and executing with transparency — the entire membership benefits.
In an industry defined by service, the best leaders are those who serve first. Hospitality thrives not when commands come from the top, but when every person feels empowered, seen, and respected. That’s the leadership MZ Patel pledges to bring — one who leads not by might, but by service, every single day.
