What is hospitability? The answer would be satisfying for a guest’s needs. In the
hospitability industry, people are one of important factors at the input of the service
system. People are employees who play a key role to deliver one or more services to
satisfy customers’ needs in the service-profit chain. However, how to deliver a satisfied
service is one of the critical competences and skills in hospitability industry.
Therefore, a leader must to prepare a skill that is how to train their employee can deliver the service with quality and successfully. In this paper is not to focus what is
leadership, since the issues have been broadly discussed and some studies of leadership
also have investigated how to apply in different industries. Therefore, the study
aims to explore the mind of leader how to shape and why they act with leadership.
Through the qualitative research method for a vegetarian & vegan restaurant, data
collected by several interviews and observations with the key manager, who is Buddhism
but not a Buddhist, and then we find the story of restaurant the mind of leader
shaping by mindful and acting by sensemaking leadership
