Res. Because its not only about what the guest tells them, its also about their non verbal communication: are they nervous, stressed, do they seem a little lost? Pers. Bull. (1992). Ind. Sales Manag. Data are collected in multi-level (individual and team) and . However, based on our experience in the hospitality industry, we suggest our clients use situational judgment tests (SJTs) in combination with personality questionnaires to assess candidate job fit and predict future job performance. Friendly, outgoing and with a never ending passion to serve guests; these are special people. The technical storage or access that is used exclusively for anonymous statistical purposes. To be ambitious is to be ready to seize that dream job and do everything possible to do it well. You might be overwhelmed by the constant pressure to perform, but you must find a way to stay calm and focused despite the daunting challenges you face. Those who were willing to step in and do different jobs learned new skills and made an impression on their leaders. Manag. However, it does mean that if employees arent naturally adept at doing tasks simultaneously, they can lose focus on complex tasks and the quality of work can be affected, negatively impacting your work environment and reducing customer satisfaction. The effect of customer personality traits on the disply of positive emotions. Not only do employees need to remain calm in the middle of a busy service, but they need to be able to serve customers, answer questions, check in guests and have a smile on their face while they do it. Research should examine both the impact of personality traits on full scale and emotional intelligence scale as a new meaningful antecedent for outcomes of emotional variables on commitment. ONeill and Xiao (2010) found the significant direct and indirect effects of personality traits of hotel middle managers on emotional exhaustion. The measurement of independent and interdependent self-construals. doi: 10.1086/222820. Due to the unique characteristics of the hospitality industry, inseparability of production and consumption, hospitality firms are emphasizing providing positive attitudes and emotions by prescribing both implicit and explicit display rules during service encounters (Lee and Ok, 2012). Dealing with customers requires thoughtful tact and sensitivity. doi: 10.1111/j.1744-6570.2006.00048.x, Mowday, R. T., Steers, R. M., and Porter, L. W. (1979). doi: 10.1111/j.1365-2648.2011.05696.x. Rev. Psychol. Here are 6 of the most important personality traits that interviewers look out for. (1998) claimed that perceived social and psychological workplace climate would lead to burnout more than actual works such as work shifts. Youre the sort of person who can strike up a conversation at 2am with a guest and have sufficient energy to meet any demands made at even this inane hour with a smile of course! doi: 10.1002/job.4030020205. Hotel job burnout: the role of personality characteristics. Showing sincere concern and interest in the other persons well-being will go a long way towards building meaningful relationships with them. 108, 171194. For more expert advice on advancing your career, visit the, 7 Hospitality Values You Must Have to Succeed in This Industry, How to Answer the Question What is Your Ideal Career Path?, How to Make Money From Your Hobby: 4 Practical Tips to Know, Fresh Graduates: How to Make Effective Cover Letters that Stand Out, Should You Take on Another Job? Eur. Based on the literature, the following hypotheses are proposed: H5: The level of emotional labor for middle managers in the hotel industry positively influences their level of emotional exhaustion. Relationship of personality traits and counterproductive work behaviors: the mediating effects of job satisfaction. Employees may choose to behave consistently with the display rules by hiding their true emotions. Individ. Table 5 summarizes the results of the structural equation model of this study. Bus. Great communication skills are a must for working in hospitality. 1. Employees need to have the resilience to withstand challenging customers, as well as the rigors of working long shifts, often on their feet, and at the moment, probably in an understaffed establishment. The hospitality industry may not be the best career choice for highly neurotic people. This is just one situation that can occur, but there are countless scenarios that require a hospitality employee to multitask. Barnes (2001) further stated that the high turnover rate in the service industry is due to the recruitment of employees with unsuitable types of personality. J. Pers. Classical views of organizational commitment include an attitudinal perspective and a behavioral perspective. Quite a lot, at least in Western samples. If youd like to see how Haver can transform your hiring process,book a demo here! Psychology Today 2023 Sussex Publishers, LLC. Mark. doi: 10.1016/j.jbusres.2006.06.008, Brown, T. J., Mowen, J. C., Donavan, D. T., and Licata, J. W. (2002). Without this commitment, one cannot find success in the sector. J. But if you hire the right hospitality employees, youll maintain your competitive edge. Comparing those scores to a large sample of test takersas some online tests dooffers a picture of how open, conscientious, extroverted (or introverted), agreeable, and neurotic one is relative to others. In this article, we will be covering Problem-Solving Abilities in Hospitality Management Roles Organizational Skills in the Tourism Industry Communication for Hospitality Managers Business Acumen and Leadership Qualities Creativity in Hospitality Management Expand Think for instance of a reception desk worker with a complaining guest in front of him, simultaneously having to pick up the phone and cancel a booking on the computer. Wharton, A. S., and Erickson, R. J. 20, 87104. We're stuck indoors for the foreseeable. 10 ways to harness equanimity in order to improve well-being. Mark. Some have criticized the five-factor model for its origins in data rather than in theory and argued that it does not encompass all fundamental traits (see HEXACO). Commitment to service quality also has been defined as an attitudinal commitment, which represents the employees dedication to providing quality service to customers (Ahmed and Parasuraman, 1994). A little ahead, and overconfidence can wear you down. According to The Telegraph, hospitality industry jobs can be more stressful than professions in medicine, finance, and law enforcement. Answering questions can be more specific and a positive tone to it will always be taken well. Do I Need a Hospitality Degree to Become a Tour Guide? . A path analysis of a model of the antecedents and consequences of organizational commitment. 41, 129140. Find a hospitality degree program that matches your career goals, and start building on your hospitality personality traits today! Retail. 1. Manag. The results revealed a significant positive relationship between hotel employees KS attitude, behavior and just two aspects of personality traits, namely agreeableness and conscientiousness.. 58, 18041825. 31, 11011112. Passion. Its not your job to feel sorry for everyone who walks through your doors, but putting yourself in someone elses shoes will help you understand and serve them better. 48, 4257. (2001). doi: 10.1016/j.ijhm.2011.08.004, Jeon, A. All measurements were pilot tested and pre-tested with a group of hotel managers (Table 2). The impact of microblogging word of mouth on consumers adoption of new movies. doi: 10.1037/0022-3514.76.3.431, Spence, G. J. Referrals and recommendations, including the honest, informal ones, can open doors for a person with a solid reputation at work. As an employer in the hospitality industry, its your responsibility to make sure your employees know about the necessary rules and regulations which come with delivering quality food and beverage. Bus. Int. That said, despite dealing with long hours and different kinds of people (which in itself will have varying degrees of pleasantness), there are certain perks to being in this industry. 27, 609621. Manag. 64, 123. The Big Five traits are typically assessed using one of multiple questionnaires. We generally recommend clients use a personality questionnaire to get insight about each applicants character, and by running an SJT to see how they handle real-life job scenarios from a communication perspective. You are expected to rise to the occasion. The anglo cluster: legacy of the british empire. Res. If it is a negative comment, try not to take it too personally. Other important traits that any successful hospitality industry employee should have include: The ability to multitask. Thus, the present study utilizes instrumentality and expressiveness as two-dimension of personality traits and aims to examine the effects of hotel managers two personality traits on organizational commitment and service quality commitment, mediating by emotional labor and emotional exhaustion. Being a natural people person who truly enjoys their job will help you soar in this industry; you can help achieve high levels of customer satisfaction and evoke positive word-of-mouth marketing and favourable brand associations. One of the main reasons for high employee turnover rate is the emotional labor experienced by hospitality employees (Kim, 2008). During an interview, cynical remarks or appearing to be negative can turn your assessment curve downwards. Meanwhile, Lamont and Lundstrom (1977) reported 16 different variables (i.e., dominance, endurance, social recognition, empathy, and ego strength) and found that only endurance, social recognition, and dominance have positive influence on managerial ratings of performance. doi: 10.1177/002224299606000406, Hennig-Thurau, T., Wiertz, C., and Feldhaus, F. (2015). The hospitality industry offers a wide range of career options. Confidence in you is always important. 24, 797813. 53, 115153. doi: 10.1006/jvbe.1998.1660, Tsai, Y., and Wu, S. W. (2011). However, there are also plenty of positions with minimal guest contact that have high growth potential.I reached out to Associate Professor at Johnson & Wales University Katie Davin to help answer this question. Sci. A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment. doi: 10.1177/002224377701400409, Landers, R. N., and Lounsbury, J. W. (2006). Bem (1974) suggested two dimensions of personality traits, instrumentality and expressiveness, which are closely related to specific dimensions of culture. In order to examine the hypothesized model, we conducted an online survey with approval of IRB. H6, regarding the effect of emotional exhaustion on organizational commitment, was supported ( = -0.453, t = -9.102, p < 0.001), however, H7, regarding the relationship between emotional exhaustion and commitment to service quality, was not supported ( = 0.018, t = 0.397). By taking an active approach to your job and anticipating problems instead of reacting to them, you are in a much better position to prevent problems from occurring. It depends on how strictly you define a type. Research indicates that for any given trait, people fall at various points along a continuum rather than fitting neatly into categories. Meanwhile, it also discloses the following discrepancies, which can be industry and employees rank specific: personality traits are not entirely related to emotion, in general; an instrumental personality trait has no significant link to emotional variables; emotional exhaustion does not fully influence overall commitment. For starters, you'll need to master the following seven must-have hospitality values and skills to flourish in this field: 1. doi: 10.1016/j.ijhm.2016.01.008, Luria, G., and Kalish, Y. Tour. The use, distribution or reproduction in other forums is permitted, provided the original author(s) and the copyright owner(s) are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. There are a number of pre-employment assessments hospitality hiring managers and recruiters might use to screen candidates. 27, 5870. Big in Japan IMode and the mobile internet. Practicing active listening allows the employee to build rapport with the customer and establish trust. Its important they know exactly what theyre getting themselves into before they start. As expressive personality traits tend to focus on developing relationships with customers, managers who encompass expressive traits are more likely to become involved with emotional labor. Think in the line of thinking outside the box. 17, 418426. As such, using the appropriate tone and manner of communication befitting the situation is key towards creating positive customer experiences. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. doi: 10.1037/00223514.64.4.624, Tan, H. H., Foo, M. D., and Kwek, M. H. (2004). Hospitality executives have the drive to succeed and are willing to take risks, make mistakes and be accountable. Three items of emotional exhaustion scales (e.g., I feel burned out from my work) by Maslach and Jackson (1981) were modified with reliability of 0.93. If a potential team member is overwhelmed by this concept or has trouble dividing their attention, it's likely . 6 Top Personality Traits for Hospitality Professionals Motivated Hospitality executives have the drive to succeed and are willing to take risks, make mistakes and be accountable. J. Manag. Mental Endurance Hospitality workers often spend entire days on their feet. 3 January 2018 Some people are born to be in hospitality. Dark personality traits and masculine norms play a vital role in endorsing rape myths. The impact of emotional labor in a retail environment. J. Gend. Attaining Integrity is a challenging character as it drives one to be loyal, truthful and meek. Scottish Traits and the Personality of the Scots. Service-oriented businesses such as tourism and food and beverage rely heavily on positive customer recommendations, ratings, and reviews to attract more customers and create repeat clients. They need to be able to multitask efficiently: deliver a food and beverage order, while problem solving, and all with a positive attitude. People skills are essential for any service role from the front desk, front of the house, and guest service departments to various roles at restaurants, hotels, resorts, spas, and other tourist attractions. Influential Factors. Michael W Wiederman Ph.D. on May 11, 2023 in Mindful Professional Development. The authors declare that the research was conducted in the absence of any commercial or financial relationships that could be construed as a potential conflict of interest. (1974) also explored organizational commitment as the strength of an individuals identification with, and involvement in, a particular organization. They need to be able to maintain cool heads even in a heated situation. doi: 10.1016/j.jbusres.2010.11.004, Ashill, N. J., Rod, M., Thirkell, P., and Carruthers, J. J. In addition, the early identification of employee emotional exhaustion is critical because it significantly influences organizational commitment and, possibly, turnover intention. Hospitality workers need to be able to actively listen. What Personality Traits Are Most Important for a Career in Hospitality Management? Theyre the people who deliver your customer service, the ones who work hard to keep your guests happy. We definitely do not want an aimless fellow walking around with no intention of helping himself or the company. This is not a job for everyone, which is why we recommend HR teams assess customer orientation using a personality assessment. J. They want to know if a new technology will shape the hotel industry. A total of 266 usable questionnaires were obtained after list-wise deletion for a 26.6% response rate. Hum. With the right hospitality values and personality traits, you can make the most out of a career in this industry. The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network. You can cancel emails at any time. doi: 10.1016/S0001-8791(03)00038-1, Goldberg, L. R. (1990). Jessica Koehler Ph.D. on June 1, 2023 in Beyond School Walls. Could I Get a Culinary Job With a Hospitality Degree? The nature of employee commitment to their organization and commitment to service quality has been a topic of great interest in the human resources management literature. Carrying supplies, food, drinks and large, bulky objects requires physical strength and stamina. Serv. H4: Hotel middle managers expressive personality trait positively influences their level of emotional exhaustion. Can I Earn Work Study Credits Towards My Hospitality Degree? This score indicates to what extent an applicant fits (or doesnt fit) your role. Successful hospitality leaders enjoy the challenge of thinking creatively to solve problems. The most underrated quality in our opinion when looking for essential hospitality traits. Int. In May 2023, Frontiers adopted a new reporting platform to be Counter 5 compliant, in line with industry standards. Behav. Following Anderson and Gerbing (1988) two-step approach, a measurement model was estimated before the structural model. If applicants dont like what they see, they can self-select out of your hiring process. Based on the literature, the following hypotheses are proposed: H1: Hotel middle managers instrumental personality trait positively influences their level of emotional labor. Impact of personality traits and involvement on prior knowledge. All authors listed have made a substantial, direct and intellectual contribution to the work, and approved it for publication.
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