ABSTRACT
This chapter aims to understand the nature and a source of authority, understand the basic model of bureaucratic organisation, explains the judge hospitality organisations against bureaucratic models, and explores normative control. The authority of management is, by necessity, visible and active – always vigilant about good practice and the required standards. Coterminous with the concept of authority is the idea of legitimacy — that is, the notion that managing people right to give orders is regarded as proper and acceptable by those who are on the receiving end. Any manager's authority springs from many sources simultaneously, including: responsibility, personality, right of 'office', type of knowledge or expertise, knowledge differential with subordinates, age, and length of service. A manager's authority springs from all these sources simultaneously, but what matters is how the individual manager sees their authority. Organisations consist of sets of 'roles', each with areas of responsibility and authority.
