World-Class Hospitality Management in Tourism Strategy: The Implementation of Servant Leadership

Servant Leadership is leadership based on serving others. The leader will place the interests of others above personal interests, so that is expected to be applied to users of tourism services. This study aims to determine and analyze the application of Servant leadership in JW Marriott Hotel Surabaya through aspects of People Orientation, Process Orientation, Task Orientation, and Character Orientation. The research method used is a qualitative method on a case study. The determination technique used is purposive sampling. In this study, the data collection techniques used were interviews. The validity used the triangulation technique of data resources and theory. The results showed the application of the Servant Leadership model at JW Marriott Surabaya, namely voluntary subordination, transforming influence, responsible morality, authentic self, transcendent spirituality, covenantal relationship, stewardship, empathy, awareness, listening, listening, building community, healing, commitment to the growth of people, persuasion, conceptualization, and foresight. This study only uses the HR Department as the focus of the study. This research provides benefits in determining leadership style strategies in the field of hospitality and tourism.