Chapter 1 | Seven Seconds: Master the ability to create a strong and lasting first impression—essential in hospitality, where every encounter can define a guest’s experience and loyalty.
Chapter 2 | Your Professional Identity: Shape a consistent leadership presence that reflects both your personal values and your organization’s guest-first philosophy, across all touchpoints of the hospitality journey.
Chapter 3 | Leaders Look Confident: Project confidence in appearance, behavior, and communication—whether you’re interacting with VIP clients, managing front-of-house staff, or leading a hospitality brand.
Chapter 4 | Leaders Look Authentic: Lead with sincerity and alignment by staying true to your service ethos while fulfilling the expectations of guests, colleagues, and partners.
Chapter 5 | Leaders Look Professional: Navigate the formal and informal rules of hospitality professionalism, from attire and etiquette to emotional intelligence and nonverbal cues.
Chapter 6 | Leaders Look Respectful: Demonstrate respect in every interaction—toward staff, guests, suppliers, and stakeholders—building trust and enhancing service quality.
Chapter 7 | Leaders Look Controlled: Develop resilience and self-regulation strategies that allow you to remain composed and empathetic in high-pressure service situations or crisis response moments.
Chapter 8 | Leadership in a Digital Landscape: Manage your digital footprint to ensure your online presence mirrors your hospitality standards, professionalism, and guest-facing leadership values.
Chapter 9 | Leaders Lead by Example: Inspire teams by embodying the highest standards of service, accountability, and excellence—whether on the floor or behind the scenes.
Chapter 10 | Moving Forward: Leverage insights from The Image of Leadership in Hospitality to plan your next move as a leader in this industry, refining your impact across operations, guest engagement, and culture-building.
A | Appearance: How you present yourself—uniforms, grooming, personal style—sets the tone for trust, professionalism, and the brand image in hospitality environments.
B | Behavior: Your conduct in lobbies, back offices, boardrooms, and banquet halls speaks volumes about the standards you uphold and the culture you cultivate.
C | Communication: Every word, gesture, and pause—whether guest-facing or internal—communicates your commitment to excellence and your ability to lead with empathy.
D | Digital Footprint: From review sites to LinkedIn to internal messaging platforms, your online reputation is a reflection of your leadership and hospitality values.
E | Environment: The spaces you design and influence—from service desks to luxury suites to team huddles—reflect the standard of care and attention you deliver.
This newly expanded edition of The Image of Leadership in Hospitality brings timely relevance to the timeless truth that perception shapes experience—and nowhere is that more visible than in hospitality.
Ten years after the book’s original release, Sylvie di Giusto revisits its core concepts with fresh eyes and new insights informed by a decade of transformation. Hospitality leaders now operate in a post-pandemic world, one marked by labor shortages, shifting guest expectations, and the merging of physical and digital service delivery.
Whether navigating contactless check-ins, curating experiences for a global clientele, or fostering inclusivity in your team culture, today’s hospitality leaders must lead with intention, flexibility, and polish. This edition addresses the evolving complexities and offers a renewed playbook for professionals committed to delivering service with heart, excellence, and leadership presence.
From boutique hotel managers and destination marketing pros to culinary directors and event executives, this edition was crafted with you—and your reality—in mind.
“The Image of Leadership in Hospitality” explores the critical link between how leaders in hospitality show up—and the impression they leave behind. In an industry built on first impressions and lasting memories, how leaders present themselves influences everything from guest satisfaction to employee engagement and brand perception.
Sylvie di Giusto emphasizes the power of aligning internal values with external image, especially in settings where service, trust, and reputation are paramount. The book walks you through ten essential chapters that shape how you’re seen—and how that perception translates to influence, operational excellence, and leadership legacy.
Whether you’re greeting guests at the front desk or steering strategy behind the curtain, this book equips you with practical tools to elevate your identity and make every impression count.
In hospitality, leadership presence is more than a professional asset—it’s a business imperative. Guests form impressions in seconds. Employees take cues from how leaders show up. Stakeholders make decisions based on perceived credibility. Every look, word, and gesture becomes part of the guest experience.
Unlike other industries, hospitality is deeply human, deeply personal, and constantly under the spotlight. Your image—online and in person—can influence staff morale, team performance, service standards, and even online reviews. It’s not just about how you appear, but how others feel about the way you appear.
This book unpacks the subtleties of perception that hospitality professionals face daily, especially in a world where personalization, trust, and consistency are the currency of loyalty. Whether you’re resolving a crisis with grace or leading from the front desk, how you show up shapes how others remember your brand, your team, and you as a leader.
This book is designed for professionals across the hospitality ecosystem who understand that leadership isn’t just about what you do—it’s about how you’re perceived in every moment of guest and team interaction.
If you’re a hotel general manager, food and beverage director, events coordinator, spa or wellness executive, travel planner, or executive in destination marketing, this book speaks directly to your day-to-day challenges and long-term ambitions.
It’s ideal for seasoned executives as well as those new to the industry who are eager to rise through the ranks with grace, poise, and strategic presence. Whether you lead a five-star luxury team or an intimate boutique experience, the principles inside will help you grow your leadership presence without losing sight of what hospitality truly means: service, care, and intentional human connection.
Sylvie equips leaders with the tools to uphold a consistent image while adapting to different situations and cultures—a skill that’s never been more important as our industry continues to globalize.
To mark the ten-year milestone of The Image of Leadership, Sylvie di Giusto introduces a series of special editions thoughtfully crafted for the professionals she’s had the privilege to serve. Each book provides a curated guide filled with sector-specific strategies, helping leaders build stronger, more intentional identities in the workplace—and in the world.
Looking to deliver added value at your next hospitality conference, leadership retreat, or training session? Sylvie’s books are available at exclusive customer pricing for event partners. Gift your attendees a thoughtful, take-home resource that sparks ongoing growth. Get in touch with her incredible team at cmi, and let’s create a meaningful moment that lasts far beyond your event.
