Kim, H., Knight, D.K. As a dedicated employee, you might have a passion for your work, a positive attitude toward your job and punctuality to all work-related events. Committed employees are usually more purpose-driven in both their careers and personal lives. Keep in mind that where hygiene is concerned, you need to treat your guests as you would treat yourself. Managers ranked willingness to learn and being able to work in a team environment more highly than students. The best managers collaborate. This method permits the collection of rich data to yield significant insights into the phenomenon under examination (Herington et al., 2013). To achieve the business goals, they understand the value of good teamwork and mutual contributions. The training programs involve conducting group discussions, development programs on interpersonal skills, organizing various seminars and presentations. 2, pp. Switzerland, all Bartow, FL 33831, Copyright 2009-2022 Ad-Vance Talent Solutions / Accessibility, 5 Qualities of a Great Hospitality Employee, Staffing Services for Temporary, Direct Hire, and Temp-to-Hire, Temporary, Temp-To-Hire & Direct Hire Staffing. 330 West Church Street 941-739-88833911 Golf Park Loop, #103Bradenton, FL 34203sales@ad-vance.com, 863-534-6037 Furthermore, conducting surveys online and asynchronously could help to reduce power bias, which has been found in previous studies where respondents knew that their manager had given researchers approval to approach the staff (Janghorban et al., 2014). Your communication skills must be excellent. 4, pp. You cant change the past, but you sure can ruin the present by worrying aver the future. Teamwork: Successful employees of the hospitality industry work well with others, you need to be a productive team member. Unfortunately, not everyone is born to work in hospitality. One participant mentioned they appreciate this quote utilized often by their manager, I am suggesting, not setting direction, in terms of trusting their employees. 97-107. 4. Hence, soft skills were believed necessary within a variety of job settings. The development of quality managers in the hospitality industry: do employee development programs make cents? Its fitting that in hotel management, where measures of success range from tangible to abstract, from the quality of room service to the atmosphere in a hotel lobby, a CEO who grasps the quirkiness of consumers and knows how to motivate employees is positioned to succeed. (2014), Why good managers are so rare, Harvard business manager online, available at: https://hbr.org/2014/03/why-good-managers-are-so-rare (accessed March 7 2020). Building a loyal clientele who are interested in returning to the hotel/restaurant/tour will, in the long run, also enhance ones career. Nowhere is that more evident than in the hospitality industry, where the essence of success is understanding and satisfying a diverse array of people whose ideas of satisfaction range from stereotypical to peculiar. (2011), Competing values in the culinary arts and hospitality industry: leadership roles and managerial competencies, Industry and Higher Education, Vol. All Right Reserved. This button displays the currently selected search type. In addition to being involved with daily operations, employees cherished managers who practiced as they preached. 1, pp. Teamwork Successful members of the hospitality industry work well with others and can be a productive member of a team. Solnet, D., Kralj, A. and Kandampully, J. Attention to detail and living up to the expectations is important in this field. 4. Kemmons Wilson and his family took a trip from Arkansas to Washington in 1951. Their study identified three major categories consisting of knowledge (professional image, comprehension of performance standards and realistic job/career expectations), skills and abilities (emphasizing teamwork, listening skills, verbal and writing skills, empathy with others, guest/customer services), and attitudes (pride of service, prioritizing needs of others over needs of self, preference for seeking possibilities, and empathetic tendencies). At both the supervisor and executive levels, effective management is a major contributor to the success of a hospitality firm (Liang et al., 2017; Shum et al., 2018). Sisson and Adams (2013) investigated crucial managerial competencies that must be included in hospitality management curriculums based on different hospitality industry sectors. The self-management managerial factor also included ethics and integrity, time management, flexibility and adaptability, and self-development dimensions (Chung-Herrera et al., 2003). An employee noted the sheer power of communication and transfer of information by stating, The best manager I have worked for really understood the power of teamwork and making sure everyone was on the same page. With something new happening everyday, I cant wait to get back to work to see what will happen next. Their passion is a drive to create everlasting experiences, and it doesn't matter what it takes. 31 No. This was highlighted by a respondent who indicated, The ability to act honestly in all forms of business and management will allow a manager to be respected by peers, employees, and customers. Outstanding leadership not only leads to employee satisfaction and morale, but also guest satisfaction as observed by hospitality industry employees. Interpersonal Skills To be successful in hospitality, one must have top notch interpersonal skills, as the very nature of the business is to provide spectacular customer service. It doesnt take genius-level emotional intelligence to appreciate that patience truly is a virtue. One respondent observed, Whenever something needs improvement, he finds a very good way to mention the negative with positive feedback so that you do not get discouraged in the process. Hence, positive criticism can lead to a boost in employee morale and motivation, further benefiting the operations of the hospitality enterprise. 101-112. To stay abreast of the advances of technology, you should equip yourself with good computer skills and familiarise yourself with new applications used in the business. Given the need to multi-task and respond to spur-of -the-moment requests, it is necessary to maintain an organizational structure so as to be able to accomplish daily tasks in an efficient manner. The participants were recruited from various hospitality industry sectors, including lodging, food and beverage, and attraction management, to conduct an overall exploration of effective management characteristics and their sources in the industry. The takeaway here, according to Business 2 Community: The best leaders the ones who can adapt to change most effectively are able to quickly diagnose a situation, evaluate the challenges involved, and apply a diverse set of behaviors that are optimized for meeting the challenges theyve identified. 40, pp. You must do whatever it takes to keep customers happy and also create repeat business. Check out the following 7 must-have qualities of successful employee to see if you have what it takes to shine in the industry, and how you can join the bandwagon: First thing first, it is imperative for you to be committed in your job. The final sample included data collected from 93 employees working in the hospitality industry. 17 No. The success of any restaurant is finding that right balance between quality food and service and cost. They can even help with menu creation and design and marketing strategies. Teams whose managers perform weakly in terms of supervision are doomed to fail. What if customers spread the word that the quality of the product/services you provide is unreliable? Besides being a good leader, you always want someone who works well in a team environment as well. For example, Millennials and Generation Z employees have indicated a preference for a better work-life balance, open communication, and a focus on overall wellbeing (Goh and Lee, 2018). Furthermore, this study sought to characterize the root sources of good managers in the hospitality industry as perceived by frontline employees. The ones who stick to the itinerary and the ones who leave the room at 6 am to explore. Acknowledgment of what they were doing right was just as important to employees as that of what they were doing incorrectly. General management and hospitality industry literature have taken a more mutually inclusive approach to research regarding managerial competencies and managerial characteristics; however, they are separate inquiries. The hospitality industry teaches the employees to always dress in a neat and smart way as this gives the business a good impression in the minds of the customer. 32-46. Understand who's who in the workplace, available at: https://www.zenefits.com/workest/gen-z-Millennials-gen-x-baby-boomer-the-4-leading-generations-in-the-workplace/. If you dont want to be involved in the daily operations of your restaurant than filling these two positions with skilled workers is crucial. All these programs enable the employees to learn how to speak better or how to improve their posture when talking with customers. Hospitality skills are learned best through practice and only by seeing how real customers and employees react will a manager be able to grow in his or her skillset. Your experienced consultants will help with training and retraining staff on basic restaurant techniques and help make sure your operations are running as smoothly as possible. You may not have to be tech-savvy to be successful. Unlike many other sectors of business, networking in this field is not about job-hopping, but is rather a way to stimulate repeat business from customers. 6. Essential hospitality management competencies: the importance of soft skills, Managing by competencies a study on the managerial competencies of hotel middle managers in Hong Kong, The effects of transformational leadership and perceived creativity on innovation behavior in the hospitality industry, Generation Y employees: an examination of work attitude differences, Journal of Applied Management and Entrepreneurship, Important competency requirements for managers in the hospitality industry, Toward a definition of entry-level job competencies: hospitality manager perspectives, International Journal of Hospitality and Tourism Administration, Service-leadership competencies for hospitality and tourism management. The findings of this qualitative inquiry may not be generalized among various sectors of the hospitality industry. You must have a commitment It is imperative for you to have a commitment towards your job. By pinning your ears back to your guests, you will get better understanding of what they want to convey. 28 No. This study confirmed and provided additional insights on some of the major categories found through the viewing lenses of other stakeholders like managers, students, and educators like communication and interpersonal skills. These perceived characteristics, along with their perceived root causes, can also help hospitality educators prepare the next generation of hospitality industry managers by incorporating the findings in their curriculum. 548-556. Your job knowledge will always help you to grow your career. Gross, M.J. and Manoharan, A. 5. They must be able to prioritize their tasks, follow-through, delegate and meet deadlines. Using a qualitative data collection approach, open-ended questions regarding the management qualities deemed desirable by hospitality industry employees based on their previous and current experiences were included in the online survey. (2016), The effects of authentic leadership and organizational commitment on turnover intention, The Leadership and Organization Development Journal, Vol. The role management plays in supporting the organization's goals highlights the need to hire and train managers with desirable characteristics. Actionable resources into the World of Hospitality, Business & Education, Browse our library of video content and webinars, Gain valuable insights from our reports & case studies, Top 10 hospitality and tourism soft skills, networking in this field is not about job-hopping, but is rather a way to stimulate repeat business from customers, important to be able to communicate in a way that represents the business, Kurt Ritter, the former CEO of Rezidor Hotels, What is the Hospitality Industry? I have seen many quit this line simply because they could not keep track of their work and schedule and were overwhelmed because of it. It is essential that hospitality professionals be prepared to accept challenges in the workplace no matter how difficult the task may appear. One of the most notable taxonomies of managerial behaviors in generic management literature was developed by Yukl (1990), including 14 managerial categories, and which was further developed into the Managerial Practices Survey (MPS) scale (Tracey and Hinkin, 1998). Compared to other professions, hospitality and tourism jobs often demand that employees work odd hours like nights and weekends. 23 No. This study aims to fill this research gap by adopting a qualitative approach in identifying good managerial characteristics as perceived by hospitality industry employees as well as the perceived root causes behind these characteristics. In addition to receiving feedback from their managers, employees also appreciated a bottom-up approach of communication where they could express their opinions and ideas without fear of being reprimanded. Identifying Real Leadership Qualities, 10 Key Hospitality Management Leadership Qualities, Five characteristics that define a charismatic leader, USF Office of Corporate Training and Professional Education, Contact the Office of Corporate Training and Professional Education, Ability to clearly state plans to achieve goals, Ability to communicate tasks to responsible parties, Ability to praise or reprimand in the course of delivering or receiving feedback, Ability to communicate effectively in all areas of the professional world while adapting to the vagaries of business and the relationships it requires. From hosting, cooking, to escorting, hospitality industry offers a wide range of career options. None of the qualities listed here are inherent, but the degree to which each is evident in a manager can both define and stem from that managers personality. However, since the nature of this research was not time-sensitive, and only two major questions were asked, these limitations did not hinder the quality of the data for this study. 11. Online surveys have been known to cause some limitations, such as a delay in receiving data and a lack of social cues, especially with follow-up questions (Bowden and Galindo-Gonzalez, 2015). Specifically, this study surveyed line-level hospitality employees to address these research questions: RQ1.According to the frontline employees, which managerial skills or characteristics describe good hospitality managers? Most prior research has not focused on Generation Z within the context of effective managerial skills. 4, pp. By pinning your ears back to your guests, you will get a better understanding of what they want to convey. Speaking clients language enables one to establish a more intimate relationship with them which promotes customer satisfaction and loyalty. Enthusiasm: Great employees of the hospitality industry are enthusiastic about their jobs and strive to do the best work possible. 43-47. Needless to say, you will need to possess certain qualities and master certain skills to get ahead in the field. 36 No. 337-355. 9 No. Liang, T.L., Chang, H.F., Ko, M.H. Furthermore, the differences in the definitions of competencies and characteristics posed a challenge in defining the study's purpose and outcome and linking it with current literature. 38-50. Hospitality jobs in the Sarasota/Bradenton area are now one of the fastest growing industries in Florida. and Sipe, L. (2012), Service-leadership competencies for hospitality and tourism management, International Journal of Hospitality Management, Vol. 44-57. Seeing positive trend of international tourists high interests to visit the country, it seems natural that hospitality becomes one among the fastest growing industry in Singapore. Read more: Detail-Oriented Skills: Definition and Tips 2. It goes without saying that interpersonal skill is crucial in fostering smooth communication with the guests and providing spectacular customer service. Hospitality companies should utilize these to develop good managers further. Hospitality industry employees with at least 12 months of work experience were sampled for this study. Needless to say, you have to have an extremely strong work ethic. These comprise of possessing a strong character and work ethic. Great hospitality employees have strong leadership skills and are able to command projects and make significant contributions to an organization's overall success. The idea of an approachable manager resonated well with hospitality industry employees, with one respondent mentioning, When you go to her to ask a question, she always makes you feel welcomed and will answer any question and give you her full attention. In addition to being approachable, being helpful, and willing to assist in situations of crises was also deemed important by respondents. You need to communicate clearly with your staff they should know their responsibilities and tasks and there should be no room for doubt. Although this study did not specifically investigate the varying importance of good managerial characteristics among hospitality industry employees, communication skills, along with interpersonal skills, were identified most frequently as desirable qualities in a good manager. These qualities of a great hotelier include: Qualities of a Great Hospitality Employee 1, pp. Lou, N.M., So, A.S.I. 2022 - 2023 Talentvis. 2, pp. Hence, employees with strong organizational leaders will model similar behavioral qualities in future interactions (Boekhorst, 2015; Lu et al., 2019; Wang et al., 2018). On the one hand, findings of prior studies have been supported in this study: interpersonal skills (Kay and Russette, 2000; Sandwith, 1993; Suh et al., 2012), communication skills (Chung Hererra et al., 2003; Petkovski, 2012), supervisory skills (Suh et al., 2012), and leadership skills (Chung-Hererra et al., 2003; Sandwith, 1993; Weber et al., 2013). Most can tell when youre simply being polite because its expected as opposed to when your actions stem from a willingness to please. To successfully carry out the responsibilities, you should devote yourself to ensure the guests satisfaction and happiness. emotional delivery) skills (Liang et al., 2017; Testa and Sipe, 2012). and Roberts, C. (2011), Changing competencies of leaders, hospitality leaders: a 25-year review, Journal of Hospitality and Tourism Education, Vol. But basic knowledge of software like MS Office will help you navigate through different POS operations. In service-settings industries like hospitality and tourism, interpersonal skills are essential for managers not only in their interactions with customers but also their subordinates. 59 No. Hospitality employees were also asked about their perceived reasons for these effective management characteristics. Additional demographic information was also collected during these online surveys. As you can see, there are a lot of ways that hospitality skills can help a manager grow and do the best in his or her job. Here are the top 8 qualities to look for in a hospitality employee: 1. 1. 26 No. Research on managerial characteristics has a long history in the scholarship of organizational studies and has identified that effective managers can improve employee attitudes, improve firm performance and reduce turnover (Jiang and Alexakis, 2017; Tracey and Hinkin, 1998; Weber et al., 2013). 2. All rights reserved. Line-level hospitality employees were surveyed online to investigate their perceptions of good managerial characteristics. Commitment To be successful in the hospitality industry, you must be committed to ensuring customer satisfaction. Let's begin! This worldview is often utilized in qualitative research, especially for phenomenological studies (Creswell, 2013). While it is essential to understand which managerial characteristics are considered favorable by employees, this study asked respondents to opine how their managers achieved said favorable qualities. These results, along with communication skills, are also consistent with Chung-Hererra et al. ", International Hospitality Review, Vol. A Forbes article cites a finding that only 40 percent of frontline leaders are proficient or strong in empathy. The same article quotes a human resources officer at Betterworks: We know from research that empathy is on the decline. Therefore, if you are passionate enough to face new challenges and learn new things every day; hospitality industry is waiting to welcome you. A purposive sampling technique was chosen so the participants could provide detailed and valuable information about their perceptions of good managers (Babbie, 2016). The purpose of this study was to investigate effective managerial characteristics as identified by hospitality employees. These hospitality soft skills involve not only direct interaction with clients, but also the management of teams whose goal is to satisfy customers in what is most decidedly a labour-intensive industry. You should understand your own role, while supporting your co-workers and taking active participation in the team. Exuding enthusiasm for ones job, instead of being sour, will enhance ones esteem both from customers and employers. (2012), Qualitative examination of employee turnover and retention strategies in international tourist hotels in Taiwan, International Journal of Hospitality Management, Vol. The research findings revealed five key themes of good managerial characteristics, including interpersonal skills, communication skills, supervisory skills, leadership skills, and positive personality and professionalism. Transformational leadership or effective managerial practices? Respondents equated compassion with loyalty by noting, Showing compassion for your employees is one of the best ways to obtain loyal employees who appreciate all the little things you do, and in turn will go the extra mile for you., Qualities related to communication skills included setting clear goals and expectations, desiring and valuing employee feedback, providing positive criticism, and providing an opportunity to disagree with the manager comprised of the communication skills category, as shown in Figure 2. Sakdiyakorn, M. and Wattanacharoensil, W. (2018), Generational diversity in the workplace: a systematic review in the hospitality context, Cornell Hospitality Quarterly, Vol. You want to keep your customers coming back for more. These findings further highlight the inconsistency among micro categories while maintaining the macro-categories of the task and relation-based competencies as being crucial for defining good managers. (2020), What factors influence Generation Ys employee retention in the hospitality industry? Gupta, V. (2019), Talent management dimensions and their relationship with retention of Generation-Y employees in the hospitality industry, International Journal of Contemporary Hospitality Management, Vol. 2. A managers impatience can yield many issues: Its about trust, honesty, honor, and ethics, and its a game-changer. They suggest creating a list of core competencies critical for effective leadership in the particular organization to be used to measure employees' managerial potential and further create a tailored development plan for career mapping (Enz and Siguaw, 2000). The hospitality industry offers a wide range of career options, from cooking to hosting, to running a resort. The last quality was appreciated by several employees, as noted in quotes like Without hovering, she will work alongside us when the team is busy and makes herself available when needed and He knew each job inside and out and helped employees. Being fair and just to all employees was identified as a trait of good management by hospitality employees, as stressed by one respondent in expressing, She did not have any favorite employees, and if she did, she did not show it. Employees also appreciated managers who were organized and prepared to delegate. To be successful in the hospitality industry, your whole mindset should be to ensure the satisfaction of the guest. These include a close affinity with the guest, an ability to build collaborative and productive relationships and networks, and the flexibility to fail fast and change course. (2010) highlighted the need to customize the managerial competencies deemed ideal to the company's specific requirements or business unit. Competence here includes skills in listening and verbal, nonverbal, and written communication. 3, pp. Management competencies have been an area of scholarly interest in a variety of industries, including organizational studies, project management, and hospitality (Tracey and Hinkin, 1998; Beck and Harter, 2014). Although employees' perceptions regarding their managers are determinants of employee outcomes such as turnover intention (Lipman, 2015), the findings must be incorporated into academic and organizational curriculum with the appropriate precaution and understanding. 2, pp. EA License: 04C3537, 2016 sees strong tourism sector performance, as. In particular, listening skills were deemed as the most important within communication skills, confirming previous research. 5, pp. In mentioning the importance of extraordinary leadership skills, one participant stated, She is not only a boss but a leader; someone who consistently strives to maximize team and guest morale. Leading by example in maintaining their fiduciary duties was also deemed crucial by hospitality industry employees for good managerial traits. The study also did not focus on a particular sector, and narrow investigation by sector might lead to richer and more relevant results for the specific sector. Technology-savviness is a great help for you to thrive in the industry. Second, prior research remains inconclusive about whether it is hard skills or soft skills that are more effective for managers to possess. A positive attitude is one of the top qualities of a great hospitality employee because it helps you inculcate various other top traits for succeeding in this industry. 163-182. Describe the characteristics that make him/her the best manager you have had so far. Here are the top 8 qualities to look for in a hospitality employee: Hospitality work can feel like a thankless job, with the long hours, hard work, and dealing with difficult customers, so you want staff who are truly committed and passionate about providing the best customer experience possible. Moreover, the managerial characteristic of positive personality and professionalism may point to shifting preferences in terms of managerial competencies, driven by the growing numbers of Millennials and Generation Z individuals in the hospitality workforce. 837-848. (School of Hospitality and Tourism Management, 2021, Trishna G. Mistry, S. Kyle Hight, Fevzi Okumus and Abraham Terrah, Industry competencies and the optimal hospitality management curriculum: an empirical study, Journal of Hospitality and Tourism Education, Improving Organizational Effectiveness through Transformational Leadership, Demographic changes and the labour market in the international tourism industry, Women in tourism and hospitality: unlocking the potential in the talent pool, White Paper, Launched at the Women in Tourism and Hospitality Forum in Hong Kong, Tourism workforce research: a review, taxonomy and agenda, Competencies of hotel general managers: a conceptual framework, International Journal of Contemporary Hospitality Management. Empathy. Rather, according to Brad Walton, client engagement lead for Talent Plus, it is, in large part, a psychological research organization that develops proprietary tools that test for qualities that predict success.. Managers also need to have good communication skills to convey instructions and directions to employees in a concise manner. 4150-4169. It is referred to as interpretive research because the researcher intends to interpret the meaning others have about the world (Creswell, 2013). Fuller, R. and Shikaloff, N. (2016), What great managers do daily?, available at: https://hbr.org/2016/12/what-great-managers-do-daily (accessed March 7 2020). Resolving a difficult situation for an employer boosts ones chances of getting a pay rise and /or a promotion. (2018), Humble leadership, psychological safety, knowledge sharing, and follower creativity: a cross-level investigation, Frontiers in Psychology, Vol. When working in this field, youll come across problems like when guests would suddenly want a change in their itinerary and explore something completely different. employees. As I reported last week, I have started a new position in the Hospital Industry. Bogicevic, V., Bujisic, M., Cobanoglu, C. and Feinstein, A.H. (2018), Gender and age preferences of hotel room design, International Journal of Contemporary Hospitality Management, Vol. Hospitality employeesFrench scholar, Chevalier Louis de Jaucourt describes hospitality as the virtue of a great soul that cares for the universe through the means of . Several conclusions can be drawn from the study findings.
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