Cass Shum, Anthony Gatling, and Stowe Shoemaker (all Hospitality) are the authors of "A Model of Hospitality Leadership Competency for Frontline and Director-level Managers: Which Competencies Matter More?" The article, which was published in the International Journal of Hospitality Management, summarizes the competencies needed in hospitality leaders and managers in the 2020s and examines the different requirements for frontline and director-level managers.
