1. Introduction
The workforce is becoming increasingly diverse and in the hospitality industry where customer service can make or break a company, there is increasing interest in how to effectively lead a multigenerational workforce in a highly bureaucratic and competitive industry (Deloitte, 2006). Within the current hotel hierarchical organizational system and particularly in line-level job positions predominating corporations, major generational demo- graphic shifts are occurring in the workforce. As Baby boomers retire in the hospitality industry the workforce will diminish requiring, “every skilled worker of every age to be needed” (Tulgan, 2004, p. 4). By 2013, employees aged 35–45 will be in the prime of their career contribution to the workplace. The majority of mid- level managers will be hired from this group and it is expected that there will be a 10% decrease in the number of available employ- ees to fill these leadership positions (Tulgan, 2004). As a result, hospitality companies are filling those managerial positions with workers who are significantly younger while the majority of upper level managerial positions are still being held by Baby boomers, and partly by Generation X’ers.