What Is Servant Leadership? Traits, Tips, and Examples

Key Takeaways

• Servant leadership is a people-first leadership style that focuses on supporting and empowering others.
• This kind of leadership is especially effective in hospitality, improving guest experience, team morale, and brand loyalty.
• Core traits of servant leaders include listening, empathy, awareness, persuasion, and a commitment to the growth of others.

There are all kinds of leadership styles out there—some lead from the front, others from the top—but lately, more people are asking, What is servant leadership, and why is it showing up in more workplaces, especially in hospitality?

Servant leadership flips the traditional power dynamic. Instead of commanding, the leader serves by putting their team’s needs first to build trust and drive success. The term was first introduced by Robert K. Greenleaf in the 1970s, and it’s now gaining traction for its people-first approach. In hospitality, where service is everything, this style just makes sense.

What Is Servant Leadership?

Servant leadership is a people-first approach to leading that flips the traditional leadership model on its head. Instead of focusing on power or control, a servant leader puts the team’s needs before their own. Their main goal is to support others so they can grow, perform at their best, and feel genuinely valued.

Unlike traditional leaders who might lead from the top down, servant leaders lead by lifting others up. They listen more than they speak, share credit, and prioritize empathy, trust, and collaboration.

Simon Sinek puts it simply:

Leadership is not about being in charge. It is about taking care of those in your charge.

That’s the heart of servant leadership. At its core, it is about serving with purpose and building people instead of just managing tasks. It’s especially powerful in industries like hospitality, where creating great experiences depends on motivated, well-supported teams.

A widely recognized servant leader in hospitality is Horst Schulze, the co-founder and former president of The Ritz-Carlton Hotel Company. Schulze’s leadership philosophy emphasizes the importance of empathy, respect, and service to others, qualities that are central to the success of his renowned brand.

That’s why we, at César Ritz Colleges Switzerland (CRCS), emphasize this kind of leadership in our hospitality and business programs: preparing students to lead with both heart and skill.

Key Characteristics of Servant Leadership

Servant leaders share a unique set of traits that help them connect with and support their teams. Here are some of the core characteristics that define this leadership style: 

• Listening: This entails truly hearing others, not just waiting to respond. Servant leaders give their full attention, listen without judgment, and make people feel seen and heard. This creates a culture of openness where ideas flow freely and problems are solved collaboratively.
• Empathy: It refers to understanding and sharing the feelings of others. It’s more than sympathy; it’s about stepping into someone else’s shoes and responding with compassion. Empathy helps leaders connect on a human level, build stronger teams, and support employees through challenges.
• Awareness: This means being in tune with yourself, others, and the environment around you. This includes emotional intelligence, situational awareness, and an understanding of team dynamics. Self-aware leaders recognize their impact and adapt their behavior to better support the group.
• Persuasion: It is influencing through connection and reasoning, rather than authority or force. Servant leaders encourage buy-in by communicating clearly, listening to concerns, and inspiring action through shared values instead of top-down commands.
• Stewardship: It refers to taking responsibility for the team and resources as if they were your own. This means being a caretaker of people, purpose, and culture, leading with accountability, and aiming to leave things better than you found them.
• Commitment to growth: This means supporting the personal and professional development of others. Servant leaders coach, mentor, and encourage continuous learning, helping individuals thrive and move confidently toward their goals.
• Community building: It entails creating a sense of unity and shared purpose in the workplace. This goes beyond teamwork—it’s about promoting belonging, celebrating diverse contributions, and building a positive, people-centered culture where everyone feels they matter.

Why Servant Leadership Works

Servant leadership creates stronger teams, more engaged employees, and workplaces people actually want to be part of. By focusing on the growth and well-being of others, this leadership style builds trust and loyalty.

One of the best Simon Sinek quotes captures it perfectly:

Strong leaders earn loyalty. Weak leaders demand it.

For employees, it means being heard, supported, and appreciated. That kind of environment naturally leads to higher job satisfaction and lower turnover. For organizations, servant leadership can boost productivity, innovation, and long-term success.

Research has shown that servant leadership positively impacts team effectiveness by enhancing team goal clarity and process clarity, which are important for achieving project success.​

Unlike top-down leadership, which often relies on authority and control, servant leadership builds influence through connection. It turns managers into mentors and teams into communities.

CRCS brings this mindset into the classroom, blending hospitality and business education with real-world leadership training. Students learn not just how to lead, but how to serve with purpose.

How to Become a Servant Leader

Becoming a servant leader starts with a mindset shift, leading with empathy, purpose, and a desire to support others. To get there, you should follow the steps below:

Pursue the right education

A solid foundation matters. CRCS offers degrees like the Bachelor of Science in Hospitality Business Management and a Master of Science in Leadership, both designed to shape thoughtful, people-centered leaders.

“The best investment my family has made,” is what CRCS student Ekaterina has to say about studying at our school. She also shared, “The knowledge and experience received have helped me to be more confident, focused, and motivated.”

Seek training and mentorship

The faculty at CRCS comprises seasoned professionals who bring a wealth of experience from both academia and the hospitality industry.​ For instance, Dr. Jorge Arnanz, the Dean of CRCS, has an extensive background in international hotels and travel companies, coupled with entrepreneurial experience as a restaurant owner. He holds two bachelor's degrees in Tourism and Education, an MA, and a PhD in Tourism Management. 

Among others, Dr. Giuseppina Menconi, an Associate Professor, brings a unique perspective with her PhD in Computational Chemistry and experience in investment banking in London. Her interdisciplinary background enriches the learning environment, especially in courses that intersect science and hospitality.

Dr. Paola Ossola, another esteemed faculty member, holds a PhD in Business Administration and teaches Corporate Entrepreneurship and Business Sustainability. Her research focuses on innovative solutions in elder care and tourism, and she actively engages in entrepreneurial ventures aimed at improving quality of life for people with dementia.

Learning doesn’t stop in the classroom. CRCS students gain hands-on experience through internships with top global brands, and many join the International Recruitment Forum (IRF) to connect with mentors and explore leadership roles worldwide.

This exclusive event is held twice a year. It connects students with over 100 international companies across various industries, including hospitality, retail, banking, and aviation. At the IRF, students can engage in interviews, network with industry leaders, and explore a multitude of internship and job opportunities worldwide.

Build trust daily

Servant leaders show up with honesty, consistency, and care. At CRCS, students often talk about how team-based projects and real-world service scenarios helped them understand the importance of trust and shared responsibility in leadership. As our alumni Parth puts it: 
“Having a good team is about working well together, even though we are all different.”

How to Practice Servant Leadership in Hospitality

In hospitality, servant leadership isn’t just a concept. It's a daily practice that starts on the front lines. Leaders can show it by being present, approachable, and supportive in every interaction.

When a guest issue arises, a servant leader doesn’t just delegate—they step in, listen actively, and work with the team to find a solution that satisfies the guest and empowers the employee. This kind of leadership builds confidence and trust.

In team settings, servant leaders focus on development. They check in regularly, recognize effort, and help staff grow into new roles. Even small gestures—like asking for input or helping during a busy shift—can boost morale and loyalty.

The result? Happier employees, smoother operations, and guests who feel genuinely cared for. Over time, this approach strengthens the brand and turns first-time visitors into loyal customers, because they’re not just served; they’re remembered.

A great example of a servant leader in the hospitality industry is Danny Meyer, the founder of Union Square Hospitality Group (USHG). He transformed the dining experience by focusing not just on great food but on hospitality that prioritizes the well-being of both employees and guests. His philosophy is rooted in the belief that if you take care of your employees and create a positive environment for them, they will, in turn, take care of your customers.

Another well-known servant leader is Howard Schultz, the former CEO of Starbucks. Schultz turned Starbucks into a global brand by focusing on employee well-being, offering benefits like healthcare and stock options even to part-time workers. He believed that taking care of employees would lead to better outcomes, saying:

From day one, I wanted to build the kind of company my father never got a chance to work for. A company that honors and respects the dignity of work and the dignity of all men and all women.

Your Next Step as a Servant Leader

Servant leadership is all about flipping the script—putting people before power and leading with purpose, empathy, and care. In a world that often celebrates control and authority, this style stands out for all the right reasons.

If you’ve ever wondered what kind of leader you are—or want to be—this is the perfect time to reflect. Do you lead to serve or serve to lead? Whether you're in hospitality or any people-focused field, growing as a servant leader can make a real difference. Schools like CRCS offer the kind of leadership education that helps you do just that.

Check out our programs today to become the leader of tomorrow!

Frequently Asked Questions

What are the 3 C’s of servant leadership?

The three C’s of servant leadership are character, competence, and commitment.

What best describes a servant leader?

A servant leader is someone who prioritizes the growth, well-being, and success of their team before their own interests.

Why is the term “servant leadership” becoming so popular?

This term is becoming popular because modern workplaces value empathy, collaboration, and purpose-driven leadership more than rigid authority.

Who is the most famous servant leader in hospitality?

A widely recognized servant leader in hospitality is Horst Schulze, the co-founder and former president of The Ritz-Carlton Hotel Company.