top 10 qualities of a great hospitality employees

A report from the American Hotel and Lodging Association indicates that Millennials are projected to account for 44% of the country's workforce in 2020 and assessed that this group would represent the dominant generation within the next five years (AHLA, 2020). Strongly introverted people who prefer books and animals to people will struggle more with hospitality jobs. Including the policies in the Staff Handbook. 4, pp. Contact the Office of Corporate Training and Professional Education if you want to know more about what we can do for you. It goes without saying that interpersonal skill is crucial in fostering smooth communication with the guests and providing spectacular customer service. No spam, we promise. Using empathy and compassion to understand other people's feelings is an important skill for anyone working in hospitality or customer service. 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. According to Kimberly Rath, co-founder and chairman, the companys launching pad into the luxury hospitality marketplace was a project with Ritz-Carlton back in 1989. (2020), Leader humility, and subordinates' organizational citizenship behavior and withdrawal behavior: exploring the mediating mechanisms of subordinates' psychological capital, International Journal of Environmental Research and Public Health, Vol. Competency models, hence, typically measure the skills and abilities required to perform a specific job (Chung-Herrera et al., 2003). and Hsieh, Y.J. 32-46. Contrary to previous studies, self-management was considered to be the most desirable skill, while leadership and communication skills were not ranked highly. (2012). If they fail to understand that their job is to keep clients happy no matter the cost, such individuals will never progress beyond entry-level jobs. 2, pp. That said, Rath notes Talent Plus is neither a recruitment company, nor a staffing company. 23 No. This could contribute to the fact that turnover in the hospitality industry is historically higher than in other industries (National Restaurant Association, 2017). Using a qualitative inquiry approach, 93 line-level hospitality employees were surveyed online regarding their experiences about the characteristics of good managers. The world is changing, and hospitality is no exception. Customer service agent at Southwest Airlines. Posting copies of these policies at strategic back-of-house locations. Employees noted that their managers were trained and molded by exceptional managers, and this led to them striving to mirror their role models and becoming good managers in that process. They must be able to prioritize their tasks, follow-through, delegate and meet deadlines. In hotel management, for instance, the CEO who puts a premium on customer service but fails to promote teamwork through an exchange of goals, ideas, and information at all levels basically is disconnected from the employees who deliver the customer service. 589-606. What Are The Characteristics Of A Good Employee. 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. Needless to say that an ideal hospitality employee has to possess an impressive skill set. and Hughey, A.W. Furthermore, being caring and respectful were also included in the category of interpersonal skills. 36-54. This study is based on the interpretive framework of social constructivism or interpretivism. 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. Recently, Generation Z has begun to enter the workforce in large numbers, and they now comprise a majority of the workforce, alongside Generation Y (Goh and Lee, 2018; Sakdiyakorn and Wattanacharoensil, 2018). 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. 3, pp. Thus, flexibility is an essential attribute to succeed in the hospitality and tourism sector. This study highlighted that good managerial skills usually pass down as a legacy from one good manager to another. It becomes more vital when they speak in different language, as you have to know non-verbal communication too. 2. 52-63. Your staff should feel like they can come to you for anything that your door is always open to them. Decisiveness signals confidence, but that confidence will evaporate if you dont build a reputation for well-reasoned and mostly beneficial decisions. The hospitality industry is booming so there is an increasing need for skilled hospitality employees. Figure 6 illustrates the different themes that emerged as the core causes of the development of good managerial characteristics. Jiang and Alexis (2017) conducted a comparison study between hospitality industry managers and students and found significant differences in the perceived importance of various managerial competencies. 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. Suh et al. RQ2.What are the perceived root causes which enabled the evolution of the preferred managerial characteristics? Moustakas, C. (1994), Phenomenological Research Methods, Sage Publications, Thousand Oaks, California. 837-848. 17 No. These results, along with communication skills, are also consistent with Chung-Hererra et al. Sandwith, P. (1993), A hierarchy of management training requirements: the competency domain model, Public Personnel Management, Vol. Furthermore, the roles of a manager include setting tasks and leading teams towards the achievement of those tasks. As highlighted by this study, interpersonal and communication skills were included in desired managerial characteristics in addition to more technical and leadership skills. 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. Developing in-house careers and retaining management talent: what hospitality professionals want from their jobs, Linking transformational leadership and employee creativity in the hospitality industry: the influences of creative role identity, creative self-efficacy, and job complexity, Humble leadership, psychological safety, knowledge sharing, and follower creativity: a cross-level investigation, An exploratory analysis of soft skill competencies needed for the hospitality industry, The effect of cognitive moral development and supervisory influence on subordinate's ethical behavior, Qualitative examination of employee turnover and retention strategies in international tourist hotels in Taiwan, A hierarchical taxonomy of leadership behavior: integrating a half century of behavior research, Journal of Leadership and Organizational Studies, http://creativecommons.org/licences/by/4.0/legalcode, https://www.ahla.com/Millennials-hotel-industry, https://hbr.org/2014/03/why-good-managers-are-so-rare, https://hbr.org/2016/12/what-great-managers-do-daily, https://www.business2community.com/leadership/generation-z-requires-a-different-managerial-approach-here-are-3-ways-to-elevate-your-boss-game-02241252, https://www.inc.com/ryan-jenkins/the-2019-workplace-7-ways-generation-z-will-shape-it.html, https://www.zenefits.com/workest/gen-z-Millennials-gen-x-baby-boomer-the-4-leading-generations-in-the-workplace/, http://www.restaurant.org/News-Research/News/Hospitality-employee-turnover-rate-edged-higher-in, https://www.businessinsider.com.au/Millennials-are-old-news-heres-everything-you-should-know-about-generation-z-2014-6, Great manager; awful manager; same path; job satisfaction; company support; inherent personality, Great manager; awful manager; formal/continued education; the same path, Great manager; awful manager; extended experience; formal/continued education; company support, Great manager; awful manager; formal/continued education; same path; job satisfaction, Same path; inherent personality; personal values/upbringing. These gaps were more evident in the lodging industry as compared to the food and beverage industry (Millar et al., 2010). Weber, M.R., Crawford, A., Lee, J. and Dennison, D. (2013), An exploratory analysis of soft skill competencies needed for the hospitality industry, Journal of Human Resources in Hospitality and Tourism, Vol. For existing franchisors, services include franchise system best practices and benchmarking and organizational audits, improved franchisee support systems and franchise sales coaching. (2014), Skype interviewing: the new generation of online synchronous interview in qualitative research, International Journal of Qualitative Studies on Health and Well-Being, Vol. 37 No. 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. The self-management managerial factor also included ethics and integrity, time management, flexibility and adaptability, and self-development dimensions (Chung-Herrera et al., 2003). It should never be forgotten that its the customer who provides the funds to pay salaries and other expenses which allow a hotel or restaurant to remain profitable and reinvest in its infrastructure. If you dont want to be involved in the daily operations of your restaurant than filling these two positions with skilled workers is crucial. Cultural awareness is an essential social skill that will help customers feel comfortable and at home with their surroundings. The hospitality industry offers a wide range of career options, from cooking to hosting, to running a resort. The guests are there for a holiday; youre there to work. The ability to be culturally aware and get past ones own cultural norms is crucial to building a successful career in this sector. Companies must ensure their potential managerial candidates possess both hard and soft skills to ensure success in a managerial role (Bharwani and Talib, 2017). You cant change the past, but you sure can ruin the present by worrying aver the future. Inhabited by several ethnic groups living harmoniously side by side, the island nation offers a blend of culinary taste, customs, and traditions that one cannot experience elsewhere. (2007), Developing in-house careers and retaining management talent: what hospitality professionals want from their jobs, Cornell Hotel and Restaurant Administration Quarterly, Vol. The participants cited both reasons as having molded a good manager. notes 16.4 million visitors arriving in Singapore over the year. Being Hospitable: The Qualities of a Successful Hospitality Employee Hospitality - the friendly reception and treatment of guests or strangers. 30 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. The first research objective of this study is to analyze positive managerial characteristics as identified by line-level hospitality employees. These qualities of a great hotelier include: Qualities of a Great Hospitality Employee Frye, W.D., Kang, S., Huh, C. and Lee, M.J.M. You must do whatever it takes to keep customers happy and create an environment where customers want to come back. (2013) recognized performance management and leadership as the most important soft skills required by hospitality managers. Managers must create an ethical environment at work, encourage relationships based on trust and respect rather than fostering negativity or mistrusting attitudes (Litzky et al., 2006). The good managerial characteristics were perceived to have developed from having worked under either a great manager or a terrible manager.,This study advanced the literature on managerial characteristics by confirming several existing categories from the viewpoint of hospitality industry employees.,Human resource managers should be considerate . (2006), The importance of the employee perspective in the competency development of human resource professionals, Human Resource Management, Published in Cooperation with the School of Business Administration, The University of Michigan and in alliance with the Society of Human Resources Management, Vol. This will also help you develop strong time management skills. Millar, C.C., Culpin, V., Kultalahti, S. and Viitala, R.L. The first category of good managerial characteristics was interpersonal skills, including qualities such as approachability, understanding, sensitivity, caring, kindness, respect and friendliness. To be successful in the industry, you'll need certain qualities that employers look . 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Only when you have strong. Thus the ability to multitask may be one of the most important skills in this industry. 9. So these are the qualities of a great hospitality employee. Its important to be able to juggle different tasks simultaneously, while completing each task assigned. Baum, T., Kralj, A., Robinson, R.N. 57-66. They found that industry professionals focus more importance on interpersonal competencies, while educators tend to give technical competencies higher importance. Hospitality sector offers a global exposure, and with the right education and personal qualities, you can enjoy a successful career path. 4, pp. Thus, flexibility is an essential attribute to succeed in the hospitality and tourism sector. 17-25. (2019), Integrated resort employee competencies: a Macau perspective, International Journal of Contemporary Hospitality Management, Vol. To be able to understand properly what the guests want and provide them with that adds a professional value, sure but more importantly, it helps to figure out details about your guest. More than what eyes can see, it represents the beauty of cultural melting pot. Poor understanding of circumstances/challenges, A hurry-up approach that produces incorrect assumptions and bad outcomes, Failure to gauge the complexity of a situation and develop sound solutions, Mistrust and skepticism on the part of the manager and employees.

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