This is what we discuss in some details in this post. 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. The qualitative research design and analysis techniques are described in the methodology section. 17-25. Additionally, Sandwith (1993) identified five competency domains for management training, including conceptual/creative, leadership, interpersonal, administrative and technical. The smallest of details, like the guests breakfast preferences or that they like a glass of wine after a meal are cues to remember and act upon. Teamwork Successful members of the hospitality industry work well with others and can be a productive member of a team. Additionally, you should master the art of multitasking to juggle between one task and the others smoothly. 2, pp. Merely possessing the technical qualifications or hard skills does not ensure the success of a good manager. 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. Extensive experience in the hospitality industry also led to an empathetic evolvement of an effective manager. Further highlighting a changing priority, Kay and Moncarz (2004) identified human resources management competencies as being more critical in comparison to marketing, financial management and information technology competencies. 4. Dedication Dedication includes a strong sense of support and loyalty to a business or career role. Its more than just a have a nice day attitude. and Poisson, D.K. 4150-4169. 29 No. Zikmund, W.G., Babin, B.J., Carr, J.C. and Griffin, M. (2013), Business Research Methods, 9th ed., Cengage Learning, Mason, Ohio. Furthermore, their study and the majority of prior studies on effect managerial skills utilized a quantitative methodology, namely, survey-based research. and Avolio, B.J. 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. Employees highlighted that they appreciated their managers for trusting them and not micromanaging. Your email address will not be published. This study advanced the literature on managerial characteristics by confirming several existing categories from the viewpoint of hospitality industry employees. Nonetheless, both generations usually expect high levels of interaction with their managers (Jenkins, 2019). (2016), The effects of authentic leadership and organizational commitment on turnover intention, The Leadership and Organization Development Journal, Vol. You cannot procrastinate-in two days, tomorrow will be yesterday. But basic knowledge of software like MS Office will help you navigate through different POS operations. The purpose of this study was to empirically investigate the characteristics of good hospitality managers and the core causes that lead to developing such characteristics. (2019), Integrated resort employee competencies: a Macau perspective, International Journal of Contemporary Hospitality Management, Vol. 22 No. 14. Needless to say, you will need to possess certain qualities and master certain skills to get ahead in the field. Managerial characteristics such as interpersonal skills, leadership skills, and communication skills were deemed very important by hospitality industry employees to create a good manager. In addition to identifying employees' perceptions of the core reasons behind good managerial characteristics, this study identifies a linkage between said managerial characteristics and their perceived causes. Creswell, J.W. Top 10 Qualities of a Great Hospitality Employee To be successful in the hospitality industry, you must be committed to ensuring customer satisfaction. 4. 3 No. Here is the list of top 10 qualities of a great hospitality employee. Research on effective hospitality managers has gained prominence over the last 2decades (Jiang and Alexakis, 2017). Its important to be able to juggle different tasks simultaneously, while completing each task assigned. What hospitality skills need to be developed to give your career new wings? Lucas, R. and Jeffries, L. (1991), The demographic timebomb and how some hospitality employers are responding to the challenge, International Journal of Hospitality Management, Vol. (1998), Transformational leadership or effective managerial practices?, Group and Organization Management, Vol. 7 Must-Have Qualities of Successful Hospitality Employee Being able to fulfill multiple roles in a hospitality or tourism enterprise is a way for employees to render themselves indispensable to their employers. and Pfeffer, J. From the way a table in the dining area is set, to the presentation of the food, to the serving of the food/wine/beverage, to the room preparedness, bed turn down, to the wake-up call, all aspects are important to your guests. Make sure they are up-to date on all the important safety and hygiene rules that come into play in restaurants and hotels etc. 25 No. In short, it is evident from the existing literature on managerial characteristics in general management as well as the hospitality industry that managerial characteristics are fluid and have evolved. 10 Qualities of a Great Hospitality Employee - LinkedIn Wang, C.J., Tsai, H.T. Hence, good management competencies include several strategies to avoid encouraging deviant behaviors among employees. 2-24. https://doi.org/10.1108/IHR-09-2020-0055, Copyright 2021, Trishna G. Mistry, S. Kyle Hight, Fevzi Okumus and Abraham Terrah, Published in International Hospitality Review. After listening comes communication, both written and spoken. Navigating the Generation Gap: How to Motivate Employees of All Ages, What Does a Leader Look Like? Managers ranked willingness to learn and being able to work in a team environment more highly than students. Listening skills Being a hospitality employee requires you to be a good listener. If you are a hotelier you would already know the key. 159 No. More than what eyes can see, it represents the beauty of cultural melting pot. Also, Read Attitude- A key providing quality Services in the Hospitality Industry, HIHT works to improve all above qualities to our students, so they can be a future leader of the Hospitality Industry, DK. For increased productivity, better relationships among employees on the one hand, and between employees and customers, on the other hand, hospitality managers need to build a positive work environment. So, why worry? Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. Hence, participants were asked to describe their best managers based on their previous and/or current experiences and also why they became a good manager. Cultural awareness is an essential social skill that will help customers feel comfortable and at home with their surroundings. Published April 26, 2018 by John Moser | Business Management, Food & Drink, Hospitality Education, Hospitality Hacks, Hotel Management, Restaurant Franchising, Restaurant Management. 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. Compared to other professions, hospitality and tourism jobs often demand that employees work odd hours like nights and weekends. Prior research on generational cohorts and management skills have followed the changing of the guard in terms of a new generational cohort becoming more populous in the workforce, such as recent research that has focused on the emergence of Generation Y. 91-103. You should have thorough and careful examination in your job, since even the slightest mistake might result in guests dissatisfaction. National Restaurant Association (2017), Hospitality employee turnover rate edged higher in 2016, available at: http://www.restaurant.org/News-Research/News/Hospitality-employee-turnover-rate-edged-higher-in. MBB Management also specializes in restaurant and franchise consulting. 837-848. Only when you have strong. Using empathy and compassion to understand other people's feelings is an important skill for anyone working in hospitality or customer service. Leadership Great hospitality employees have strong leadership skills and are able to command projects and make significant contributions to an organizations overall success. Human resource managers should be considerate of these findings in terms of recruitment, hiring, and training, development, and promotion of employees in their companies. understanding of what they want to convey. 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. The important thing here isnt so much what it means to be reliable, but what it means to be unreliable. 2. The taxonomy of talents they identify comprises motivating and engaging employees, being assertive about achieving outcomes, creating an environment of transparency and accountability, building a culture of trust, and making productive decisions based on just motives instead of political ones. 4. All your questions answered, Reinventing leadership styles in the Hospitality Industry. 101-112. Kemmons Wilson and his family took a trip from Arkansas to Washington in 1951. Call them today. It doesnt take genius-level emotional intelligence to appreciate that patience truly is a virtue. He puts a lot of passion into his work, and it shows because he can get the job done and encourages his team to do the same, as an observation further highlights that the motivation did not merely result in cognitive satisfaction, but also behavioral efficiency. From working behind the bar, to helping make beds, the successful hotelier can do it all and does it all, willingly. 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. You need to be direct, assertive and decisive. Being organised and able to influence your co-workers to finish a task whole-heartedly is what you need to aim at. TOP 15 Great Qualities to success as a hospitality employee - LinkedIn French scholar, Chevalier Louis de Jaucourt describes hospitality as the virtue of a great soul that cares for the universe through the means of humanity. 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. At HIHT, our endeavour is to take education to the higher domains of never ending success. Understanding the characteristics of these generational cohorts is a relative viewing angle in the discussion about good and effective managerial characteristics. Managers from hell in the hospitality industry: how do hospitality employees profile bad managers? Contrary to previous studies, self-management was considered to be the most desirable skill, while leadership and communication skills were not ranked highly. Therefore, a manager displaying negativity at work as a result of their personality could have adverse effects on individual employee wellbeing and for the organization as a whole. These results, along with communication skills, are also consistent with Chung-Hererra et al. Competence here includes skills in listening and verbal, nonverbal, and written communication. 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. Janghorban, R., Roudsari, R.L. You should understand your own. and Taghipour, A. 12 Hospitality Skills: Examples and Ways To Highlight Them 19. 569-582. 31 No. 41, No. No spam, we promise. Its hard work being a successful hotelier. 43-47. This trait of confidence is also good for the business because when they are confident about themselves, theyll confidently deal with their customers as well. 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. 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. Although participants were not asked to rank the categories based on importance, interpersonal skills along with communication skills were identified by a majority of the respondents, and hence ranked as extremely important. Thus, it is important to be able to communicate in a way that represents the business while at the same time speaking to customers in a way that they can understand and relate to. Walsh, K. and Taylor, M.S. (1978), A social information processing approach to job attitudes and task design, Administrative Science Quarterly, Vol. You need to communicate clearly with your staff they should know their responsibilities and tasks and there should be no room for doubt. If there is one thing that is important in the hospitality industry, it is that employees must have the ability to effectively communicate with guest, patrons, vendors and other staff. Consultants can also help you streamline processes in the kitchen and in the dining room while maintaining quality and increasing sales. Blake, R.R. 65-80. Top 10 Qualities of a Great Hospitality Employee | Shiksha So often there is miscommunication or complete lack of communication between managers and employees, and it is obvious in operation., Respondents also appreciated open communication in terms of positive and negative feedback provided by their good managers. Being a hospitality employee requires you to be a good listener. Your email address will not be published. What are those qualities? A prominent area of employee behavior research is that of deviant behaviors. With something new happening everyday, I cant wait to get back to work to see what will happen next. 79-89. However, all possible precautions were taken to avoid compromising the quality of data through the use of asynchronous online surveys by ensuring that the questions were clear, concise, and not requiring any follow up questions (Bowden and Galindo-Gonzalez, 2015). Thus, this method allowed the respondents to answer the survey questions without worry about their manager's knowledge that employees were participating in the survey. Millar et al. 247-267. 2, pp. Hospitality organizations can benefit from this study in several ways. 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. Yukl, G., Gordon, A. and Taber, T. (2002), A hierarchical taxonomy of leadership behavior: integrating a half century of behavior research, Journal of Leadership and Organizational Studies, Vol. The hospitality industry offers a wide range of career options, from cooking to hosting, to running a resort. 1. (2014), Research Design: Qualitative, Quantitative, and Mixed Methods Approaches, Sage Publications, Thousand Oaks, California. This method permits the collection of rich data to yield significant insights into the phenomenon under examination (Herington et al., 2013). 20 No. One respondent mentioned, He understands work-life balance and is an amazing role model. Finally, being kind and compassionate towards the hospitality industry employees also emerged as a sub-theme of interpersonal skills. The Lincoln, Nebraska-based company calls itself a talent assessment partner. It helps companies analyze psychological attributes of potential employees through testing and interviews based on scientific methodology. 3. Besides restaurants, MBB Management also works with other businesses that want to franchise including manufacturers, dealers and distributors. Conversely, a leader who brings no enthusiasm to work sets the stage for an uninspired performance by employees. You need to be able to discern weak links in your team and identify where and how people work well together and how you can help them improve their skills and service. 22 No. Bass, B.M. Being able to work as a team member and effectively communicate was given high importance in addition to putting others' needs in front of their own. These must further be analyzed for importance through an empirical investigation, thus leading to a typology of good managerial characteristics and their core causes. Suh, E., West, J.J. and Shin, J. To successfully carry out the responsibilities, you should devote yourself to ensure the guests satisfaction and happiness. Needless to say that an ideal hospitality employee has to possess an impressive skill set. Furthermore, being caring and respectful were also included in the category of interpersonal skills. 10 No. When dealing with customers and other staff, your communication skills of course have to be on pointe. Total Commitment 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. Needless to say, you have to have an extremely strong work ethic. Strongly introverted people who prefer books and animals to people will struggle more with hospitality jobs. This implies employees' perceptions of their managers is very determinant in their turnover intentions; subsequently, it can be conceived that employees having good relationships with their managers are less likely to quit than employees who would refer to their supervisors as bad managers. Hight et al. Therefore, to serve the guests better and in all aspects, local mastery is important. While working in the hospitality business, you should be good at working on many things at the same time. They want to give their customers the best experience available. 177-188. They value the contributions of everyone. and Crutsinger, C. (2009), Generation Y employees' retail work experience: the mediating effect of job characteristics, Journal of Business Research, Vol. (1993), Leadership: Enhancing the Lessons of Experience, Irwin, Boston. Managers from heaven: how do hospitality employees describe good . 1, pp. (2014), Linking transformational leadership and employee creativity in the hospitality industry: the influences of creative role identity, creative self-efficacy, and job complexity, Tourism Management, Vol. What are the actual reasons she/he has become a good manager? Hence, an exploratory qualitative research method was chosen for this study. 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). 9. Tesone and Ricci (2006) investigated the managerial competencies that were deemed critical from the perspectives of practicing managers themselves. Not only will this make it easier to do your job, but it will also help you deal with the stresses that come with the job. Only when you have strong commitment, you will be willing to do whatever it takes to please the guests and engage them with your business. Wang, Y., Liu, J. and Zhu, Y. Highly-effective hospitality employee knows how to work and cooperate with other team members. So, if you have commitment, great people skills, exceptional attention to detail, leadership and teamwork skills and a contagious enthusiasm and attitude, you could be considered a highly valued candidate for employment in the hospitality industry. Moustakas, C. (1994), Phenomenological Research Methods, Sage Publications, Thousand Oaks, California. This section is followed by findings regarding good managerial characteristics and their perceived core reasons. You must have great people skills Decisiveness extends to remaining calm in a crisis its easy to be good at your job when its all smooth-? 5. and Fu, Y.J. Beck, R. and Harter, J. 155 alumni who had graduated no longer than 12 months prior to the data collection were contacted via email for this study. 2. Typically customers will not always share the same values, belief systems and perceptions, so its important to break free from cultural barriers. (2016), Tourism workforce research: a review, taxonomy and agenda, Annals of Tourism Research, Vol. Moreover, Johanson et al. An eye for detail and perfectionism is also necessary here. (2012), Qualitative examination of employee turnover and retention strategies in international tourist hotels in Taiwan, International Journal of Hospitality Management, Vol. Thus, flexibility is an essential attribute to succeed in the hospitality and tourism sector. 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. No job is too hard as long as you are smart enough to find someone else to do it for you. The first step in analyzing the qualitative data was open coding to obtain a broad idea of good managerial characteristics from hospitality employees' perspectives. Technology-savviness Celebrate World Refugee Day 2023 and discover the advantages of including refugees in your workforce. How Hospitality Skills Make You a Better Manager? - EHL Insights This is an exciting and relevant perspective for the identification and analysis of good managerial characteristics. 23 No. It becomes more vital when they speak in different language, as you have to know non-verbal communication too. 9. Top 10 Qualities of a Great Hospitality Employee and Lankau, M.J. (2003), Grooming future hospitality leaders: a competencies model, Cornell Hotel and Restaurant Administration Quarterly, Vol. To successfully carry out the responsibilities, you should devote yourself to ensure the guests satisfaction and happiness. 1-22. Furthermore, prior research has indicated that employees believe their managers are not adequately prepared for their role as a boss (Alexakis and Jiang, 2019; Hight et al., 2019). Testa, M.R. Were proud to announce the rollout of @greensan, Its been so great working for @phillypolice . The first research objective of this study is to analyze positive managerial characteristics as identified by line-level hospitality employees. 5. To give the best experience for the guests, you should demonstrate both awesome oral and written communication skills. MBB Management has a well-established client list. MBB Management can also help you recruit prime positions like your chef and general manager. 29 No. 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. The full terms of this licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode. Your guests need to feel the same. To achieve the business goals, they understand the value of good teamwork and mutual contributions. This consideration is pertinent because demographic and generation changes always have had an impact on the hospitality workforce (Goh and Lee, 2018). For example, in the Suh et al. Organizational skills and Hsieh, Y.J. Additionally, there is a lack of scholarship on the core reasons at the root of effective management characteristics. 6 Skills Needed to be Successful in the Hospitality Industry Supervisory skills have mainly been discussed by Kay and Moncarz (2004), Raybould and Wilkins (2006), with a highlight on human resource skills' importance. As the face of the business, the willingness to go the extra mile to ensure guests satisfaction should be one of their nature. 2, pp. 3, pp. 79-92. 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. People who taker pains never to do more than they get paid for, never get paid for anything more than they do. 25 No. In the hospitality business, whether youre marketing roller coaster rides, hotel stays, entrees, or mixed drinks, customer satisfaction is the goal. 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. Check out the following 7 must-have qualities of.