Menjaga Legitimasi dan Otoritas Kepemimpinan GM
Menjaga legitimasi dan otoritas kepemimpinan merupakan tanggung jawab strategis General Manager (GM) Hotel yang menentukan efektivitas pengambilan keputusan, kepatuhan organisasi, dan stabilitas manajerial. Legitimasi kepemimpinan merujuk pada penerimaan formal dan sosial terhadap kewenangan GM oleh owner, manajemen pusat, karyawan, serta pemangku kepentingan eksternal. Literatur kepemimpinan strategis menegaskan bahwa legitimasi pimpinan puncak dibangun melalui konsistensi keputusan, kompetensi manajerial, dan integritas dalam menjalankan mandat organisasi (Hitt, Ireland, & Hoskisson, 2020).
Dalam konteks hotel berbintang, GM memperoleh legitimasi formal melalui penunjukan struktural dan mandat owner, namun legitimasi operasional harus dipelihara melalui kinerja nyata dan kepemimpinan yang kredibel. Guillet dan Kim (2023) menunjukkan bahwa penerimaan karyawan terhadap otoritas pimpinan puncak berkorelasi positif dengan kejelasan arah strategis dan konsistensi kebijakan. Ketika legitimasi kepemimpinan melemah, organisasi berisiko mengalami resistensi internal, penurunan disiplin, dan fragmentasi keputusan, yang pada akhirnya mengganggu kinerja hotel.
Otoritas kepemimpinan GM juga terkait erat dengan kemampuan mengambil keputusan strategis dan menegakkan kebijakan manajemen tingkat tertinggi. Otoritas yang efektif tidak bersumber pada kekuasaan formal semata, melainkan pada kepercayaan dan pengakuan terhadap kapasitas profesional GM. Penelitian Assaf dan Tsionas (2022) menegaskan bahwa kapabilitas manajerial pimpinan puncak meningkatkan kepercayaan internal dan memperkuat otoritas dalam pengambilan keputusan strategis. Dengan demikian, GM harus secara berkelanjutan menunjukkan kompetensi analitis, ketegasan, dan keadilan dalam memimpin organisasi.
Selain aspek internal, legitimasi dan otoritas GM juga dipengaruhi oleh hubungan dengan owner dan manajemen pusat. Keselarasan strategi, transparansi pelaporan, dan akuntabilitas kinerja menjadi faktor utama dalam menjaga kepercayaan pemilik modal. Prinsip good corporate governance menekankan bahwa pimpinan eksekutif tertinggi harus bertindak sesuai mandat dan kepentingan organisasi untuk mempertahankan legitimasi struktural dan moral (OECD, 2015; OECD, 2023). Dalam hotel berbintang, kegagalan menjaga hubungan ini dapat mengurangi otonomi GM dan melemahkan otoritas kepemimpinan.
Lebih lanjut, legitimasi kepemimpinan GM diuji secara nyata pada situasi krisis dan perubahan besar. Riset Prayag et al. (2023) menunjukkan bahwa kepemimpinan puncak yang mampu mengambil keputusan tegas dan komunikatif pada masa krisis memperkuat legitimasi dan kepercayaan organisasi. Respons yang lambat atau tidak konsisten justru dapat mengikis otoritas kepemimpinan dan memperparah dampak krisis.
Dengan demikian, menjaga legitimasi dan otoritas kepemimpinan GM merupakan fungsi strategis yang menopang seluruh peran kepemimpinan lainnya. Legitimasi yang kuat memungkinkan GM menjalankan kewenangan secara efektif, mengoordinasikan organisasi, dan memastikan implementasi strategi berjalan konsisten. Tanpa legitimasi dan otoritas yang terjaga, peran GM sebagai pemimpin tertinggi hotel berbintang akan kehilangan daya kendali dan arah, sehingga mengancam stabilitas dan keberlanjutan organisasi.
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Maintaining the Legitimacy and Leadership Authority of the General Manager
Maintaining leadership legitimacy and authority is a strategic responsibility of the Hotel General Manager (GM) that determines the effectiveness of decision-making, organizational compliance, and managerial stability. Leadership legitimacy refers to the formal and social acceptance of the GM’s authority by owners, corporate management, employees, and external stakeholders. Strategic leadership literature emphasizes that top management legitimacy is built through consistency in decision-making, managerial competence, and integrity in carrying out organizational mandates (Hitt, Ireland, & Hoskisson, 2020).
In the context of a star-rated hotel, a GM obtains formal legitimacy through structural appointment and the mandate granted by the owner. However, operational legitimacy must be continuously maintained through tangible performance and credible leadership. Guillet and Kim (2023) found that employee acceptance of top management authority is positively correlated with strategic clarity and policy consistency. When leadership legitimacy weakens, organizations face risks such as internal resistance, declining discipline, and fragmented decision-making, all of which can ultimately disrupt hotel performance.
The leadership authority of a GM is also closely linked to the ability to make strategic decisions and enforce top-level management policies. Effective authority does not stem solely from formal power but also from trust and recognition of the GM’s professional capabilities. Research by Assaf and Tsionas (2022) confirms that the managerial capabilities of top executives enhance internal trust and strengthen authority in strategic decision-making. Therefore, GMs must continuously demonstrate analytical competence, decisiveness, and fairness in leading the organization.
Beyond internal factors, the legitimacy and authority of a GM are also influenced by relationships with owners and corporate management. Strategic alignment, transparent reporting, and performance accountability are critical factors in maintaining the confidence of investors and owners. The principles of good corporate governance emphasize that top executives must act in accordance with their mandate and the interests of the organization to preserve both structural and moral legitimacy (OECD, 2015; OECD, 2023). In star-rated hotels, failure to maintain these relationships may reduce the GM’s autonomy and weaken leadership authority.
Furthermore, the legitimacy of a GM’s leadership is tested most visibly during periods of crisis and major organizational change. Research by Prayag et al. (2023) demonstrates that top leaders who are capable of making decisive and communicative decisions during crises strengthen organizational legitimacy and trust. Conversely, slow or inconsistent responses can erode leadership authority and exacerbate the impact of the crisis.
Therefore, maintaining the legitimacy and authority of the General Manager is a strategic function that supports all other leadership roles. Strong legitimacy enables the GM to exercise authority effectively, coordinate the organization, and ensure the consistent implementation of strategic initiatives. Without sustained legitimacy and authority, the GM’s role as the highest-ranking leader of a star-rated hotel will lose its ability to provide control and direction, thereby threatening the organization’s stability and long-term sustainability.
