38, 8488. Construct means, standard deviations, and correlations. Bull. J. Hum. 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. EXample: Ski Lodging/Resorts. Hum. Classical views of organizational commitment include an attitudinal perspective and a behavioral perspective. Bull. Manag. Getting noticed by the boss is great, but good working relationships with coworkers is important, too. Consult. Working in hospitality can be tough. The moderating role of personality characteristics on the relationship between job insecurity and strain. doi: 10.1016/j.ijhm.2012.01.007, Lee, J. J., and Ok, C. M. (2014). J. Adm. Sci. The most important competency in hospitality is being able to listen. Sales force evaluation with expectancy theory. Emotional exhaustion is one of the three dimensions of burnout (Maslach and Jackson, 1981). Hum. Upper Saddle River, NJ: Pearson Prentice Hall. H1 and H2, which proposed a causal relationship between sub-dimension of instrumental personality trait to emotional labor and emotional exhaustion, were not supported. As consistent with the previous research, the relevance of instrumental and expressive personality traits to job performance has been revealed (Comer and Jolson, 1985; Jolson and Comer, 1992; McFarland and Kidwell, 2006; Luria and Kalish, 2013; Carretta et al., 2014). Retail. Organizational commitment, job satisfaction, and turnover among psychiatric technicians. J. Pers. Some people have a tendency to work till late. While this allows for more control of industry-specific issues, the ability to generalize the outcomes of the study outside of the hotel industry or different ranks of employees within the industry is limited. 66, 3240. Zeithaml, V. A., Parasuraman, A., and Berry, L. L. (1990). The sample of this study consists of 266 department managers from full-service hotels in a metropolitan city in the Southern United States. Convergent and discriminant validation by the multitrait-multimethod matrix. Structural equation modeling in practice: a review and recommended two-step approach. Sell. Thus, this study aims to examine the effects of hotel middle managers personality on two dimensions of commitments: organizational commitment and service quality commitment meditated by emotional variables: emotional labor and emotional exhaustion. Res. 2 min read HOW DOES HOSPITALITY INDUSTRY AIDS PERSONALITY DEVELOPMENT Updated: Feb 16, 2018 Personality Development is one of the most important aspect in human venture. Hospitality is a dynamic industry, and managers have to handle several tasks at once. Hum. What is the guest telling them between the lines? Stud. If youd like to see how Haver can transform your hiring process,book a demo here! Personality traits have been regarded as significant determinants of individuals behavior, previous literature refers personality traits to cognitive (personal values), affective (attitudes), and behavioral patterns (behaviors) (Cattell and Tregaskis, 1965; Landers and Lounsbury, 2006; Huang et al., 2014). The structure of Turkish trait-descriptive adjectives. Manag. Purpose Extensive work related to examining predictors and determinants of employee engagement and job performance have been conducted in past studies. doi: 10.447/generos, Yoo, K. H., and Gretzel, U. Most hospitality guests and customers are a pleasure to deal with. The sample of this study consists of middle managers from full-service hotels in metropolitan cities in the Southern United States. Emotional and interpersonal competencies and leader development. Furthermore, previous research has found a significant and negative relationship between emotional exhaustion and organizational commitment (Babakus et al., 1999; Cropanzano et al., 2003; Ashill et al., 2009). Branding Helps Your Guests Become Advocates and Ambassadors. The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors. Res. Res. Successful hospitality leaders enjoy the challenge of thinking creatively to solve problems. This study focused on middle managers in the hotel industry only. Another common answer was opportunities: for growth, learning, travel and to meet many fascinating people. doi: 10.1016/j.chb.2004.06.001, Lapointe, ., Vandenberghe, C., and Panaccio, A. doi: 10.1111/inr.12509, Kruml, S. M., and Geddes, D. (2000). While the SJT shows you how the applicant would deal with a range of realistic job scenarios, and whether they possess the necessary traits and competencies to handle the situation. Referrals and recommendations, including the honest, informal ones, can open doors for a person with a solid reputation at work. Relat. Reducing burnout and enhancing job satisfaction: critical role of hotel employees emotional intelligence and emotional labor. It is challenging and fun. J. Sociol. First, this study confirms the findings of the previous studies (e.g., Cho et al., 2013), even in the different industries and employees rank settings. Received: 04 September 2019; Accepted: 17 March 2020;Published: 15 May 2020. It will benefit the whole organization. Q. Hotel job burnout: the role of personality characteristics. As we mentioned earlier, this kind of demanding work asks for a special breed of people. 42, 155162. doi: 10.1111/j.1365-2648.2011.05696.x. doi: 10.1016/j.ijhm.2006.03.006, Kim, Y. S., and Ra, D. S. (2009). An emotional labor perspective on the relationship between customer orientation and job satisfaction. And how do you test whether or not an applicant possesses these traits? Mathieu, J. E., and Zajac, D. M. (1990). Im going to make sure that he leaves here smiling.. Psychol. One of the main reasons for high employee turnover rate is the emotional labor experienced by hospitality employees (Kim, 2008). They showcase your organizations culture and give candidates a glimpse into the role for themselves, while simultaneously assessing them. 3, 13951402. Hum. Some to experience a walk into history by following The Freedom Trail, some for weddings, celebrations or visit with family, some just to get out of their homes for a staycation, and some for tougher situations like medical treatments or celebrations of life. Every guests question or situation is different, and the employee must be able to think quickly to have solutions to help each guest. Soc. Manag. 66, 670677. Hence, emotional labor and emotional exhaustion that hotel managers experience could be different from frontline employees. Whether youre recruiting for an upscale establishment, a quick service restaurant, a bar, or at a hotel, listening is a key skill to hire for. The role of emotional exhaustion in sales force attitude and behavior relationships. (2001) argued that specific personality traits might make a difference in coping with job stress. (1995). Below, well outline the importance of each personality trait and competence as well as what assessment might be used to assess for it. 59, 12161229. Resour. Emotional exhaustion has been identified as a chronic state of emotional depletion as a consequence of prolonged exposure to work stressors (e.g., anxiety, fatigue, work-related depression) (Baba et al., 2009, p. 25). Int. 1, 271299. Manag. Clin. A survey on impact of emotional intelligence, organizational citizenship behaviors and job satisfaction on employees performance in Iranian hotel industry. ONeill and Xiao (2010) found the significant direct and indirect effects of personality traits of hotel middle managers on emotional exhaustion. Baltimore, MD: Penguin Books. Good time management has another benefit for hospitality managers: shorter hours. Weve found a combination of a personality questionnaire combined with a Situational Judgment Test (SJT) is the most efficient. Managers or employees cannot become so attached to existing systems that they are afraid to learn. In May 2023, Frontiers adopted a new reporting platform to be Counter 5 compliant, in line with industry standards. If applicants dont like what they see, they can self-select out of your hiring process. This is the only way for hospitality applicants to really find out what theyre getting themselves into and decide whether or not its right for them. Consistency of the relations of cognitive ability and personality traits to pilot training performance. This is not a job for everyone, which is why we recommend HR teams assess customer orientation using a personality assessment. 1. Although the relationship between emotional exhaustion and organizational commitment has been tested by many previous studies, the direct relationship between emotional exhaustion and service quality commitment still needs more research to test, especially for middle managers in the hotel industry. Bull. The reported average monthly income was $6,266.60 (Table 1). doi: 10.1177/0149206309342468, Walumbwa, F. O., and Schaubroeck, J. Nurs. The importance of leadership qualities of managers in the hospitality industry to bring about mutual respect in the work environment is critical. J. Adv. (2002) stated that work orientation and personality traits were predictors for the quality of customer relations. J. Vocat. which provided the reliability of 0.89. But if you possess the right personality skills and qualities to thrive, you'll quickly become an approachable and assertive professional who's destined on a path of sustainable success in hospitality. Exploring the dimensions of emotional labor the heart of hochschilds work. Manag. J. Pers. Just as hospitality employees experience emotional challenges during service encounters, middle managers may even have more challenges when they have to deal with both external and internal customers. Comput. Manag. Manag. Sci. All in all, the results confirm the impact of hotel middle managers expressive personality traits on their commitment, which is mediated by emotional variables. Chinese hotel employees in the smiling masks: roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance. doi: 10.1177/0022022198291011, DeCotiis, T. A., and Summers, T. P. (1987). Sales Manag. (2003) found a linkage between emotional exhaustion and organizational commitment when examining hospital workers. J. Hosp. Emotional labor has been widely described as a dynamic self-regulatory process that employees utilize to express their emotions by surface acting and deep acting, continuously adjusting and monitoring their feeling during interactions with customers (Gabriel and Diefendorff, 2015). Bem, S. L. (1974). Big in Japan IMode and the mobile internet. The elements cannot be controlled, their effects can be diminished . 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. Sell. In hotel industry, there are positive advantages that could be reached if a manager could appreciate a cultural, value, attitude differences of each person. doi: 10.1002/hrm.21541, Maslach, C., and Jackson, S. E. (1981). Emotional exhaustion has been acknowledged as a negative factor for job performance (Wright and Cropanzano, 1998). The management of customer-contact service employees: an empirical investigation. Professional development increases marketability of individuals and furthers their reach within the hospitality industry. (2008). Sex-labeling of selling jobs and their applicants. doi: 10.1111/j.1533-8525.1995.tb00440.x, Wright, T. A., and Cropanzano, R. (1998). Some people are better at self regulating than others. Tsai and Wu (2011) hold the opinion that organizational commitment functions as a mediator between internal marketing and service quality. doi: 10.1080/02678370500057850. Psychol. doi: 10.1037/00223514.64.4.624, Tan, H. H., Foo, M. D., and Kwek, M. H. (2004). Leader personality traits and employee voice behavior: mediating roles of ethical leadership and work group psychological safety. doi: 10.1177/002224299606000406, Hennig-Thurau, T., Wiertz, C., and Feldhaus, F. (2015). 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? Enhance quality of life. J. Leadersh. doi: 10.1007/s11747-014-0388-3. Psychol. doi: 10.1037/h0046016, Carretta, T. R., Teachout, M. S., Ree, M. J., Barto, E. L., King, R. E., and Michaels, C. F. (2014). At Harver, we use the HEXACO personality inventory, the Big Five model that assesses thebig five personality traits, including a recent sixth addition honesty-humility. Increase self-knowledge and self-awareness. It is rather arguable that a person has dual personality traits so that the behavioral outcome can be dependent on which personality trait has more predictive power on emotional handling situations (Singelis, 1994). 52, 537560. Environmental and positional antecedents of management commitment to service quality: a conceptual framework. Second, due to the nature of this study as a self-reported data-based study, the possible threat of common method variance may be present (Campbell and Fiske, 1959). Individ. 11:631. doi: 10.3389/fpsyg.2020.00631. Respondents socio-demographic characteristics. As with all research, this study has several limitations. Hospitality workers need to be able to actively listen. Finding greathospitality professionals is hard. Show full text. Thus, owners and upper-level management should consider focusing on developing methods or training to identify and hire employees who are adept at managing their emotions. Given that emotional exhaustion was not significantly related to commitment to service quality within this model, this study suggests that emotional exhaustion could indirectly affect commitment to service quality through commitment to organization. (2007). Int. 1. Global views and cultural understanding help a manager communicate with a diverse staff and with guests from all over the world. An investigation of Big Five and narrow personality traits in relation to internet usage. Identifying successful industrial salesmen by personality and personal characteristics. Your employees need to be able to effectively and efficiently communicate in your target language, in order to serve customers well. 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. If the bride and groom tell us that they want the cake table in the northeast corner of the ballroom and five feet from the head table, we must listen and recognize that they are giving us that detail because it is important to them on their special day. Bus. Ind. (2014) conducted a study, which indicates that the relationship between job satisfaction and performance is strongly positive: employee performance and attitudes toward work have positive relationship with organizational commitment. Work Organ. Affective events theory: a theoretical discussion of the structure, cause and consequences of affective experiences at work. Hochschild (2012) introduced the emotional labor concept as the management of feeling to create a publicly observable facial and bodily display (p. 7). Mental Endurance Hospitality workers often spend entire days on their feet. It is linked with success or failure of the human beings. The personality measurement should provide you with information about the candidates character whether theyre good at listening or not some people are naturally good at listening, others arent. J. Gend. 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. And not everyone is of the rule-abiding type. Emotional labor measurements were adopted from Kruml and Geddes (2000) study (e.g., To do my job well, I talk myself into showing emotions that are different from what I truly feel.) Wharton, A. S., and Erickson, R. J. 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). Int. 65, 7083. Internal marketing, negative experiences, and volunteers commitment to providing high-quality services in a UK helping and caring charitable organization. Great communication skills are a must for working in hospitality. Researchers have agreed that understanding emotional factors and interrelations, such as emotional labor and emotional exhaustion, are essential for an employees well-being, ultimately creating employee commitment to the organization and increasing service quality. 27, 151161. 53, 115153. 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. Psychol. Int. When looking at integrated emotional variables, emotional labor and emotional exhaustion, this study provides several important insights to consider as this area of study advances. Good communication skills, verbal skills are some of the personality traits identified in Hospitality industry as of importance ( Gregor and Peterson, 2000) . Manag. A dedicated hospitality employee means business without any fuss. If you keep in mind these 7 personality traits and competencies when hiring, and get a little bit of help from the right HR technology, youll be able to find this special breed of rock stars. doi: 10.1108/02683940910996806, Shani, A., Uriely, N., Reichel, A., and Ginsburg, L. (2014). Eur. 4, 3144. 18, 621656. 3, 2732. J. Cornell Hotel Restaur. J. Volunt. But if you hire the right hospitality employees, youll maintain your competitive edge. Expatriate managers: reasons for failure and implications for training. Emotional labor: a conceptualization and scale development. Acad. Understanding hotel employees service sabotage: emotional labor perspective based on conservation of resources theory. This study also provides a foundation for researchers to deepen understanding of the role of personality traits and emotional variables for middle managers in the hotel industry. A combination of daily fluctuation of emotional stages that employees experience on the job, lead to positive and negative emotions that may further lead to work attitudes, such as job satisfaction, performance, and organizational commitment (Ashkanasy et al., 2002). Also, as one-shot study, it would be valuable to conduct the future study as a longitudinal study in order to continually assess middle managers attitude changes. 31, 11011112. Good organization and good time management lead to less stress, not only for the person doing the tasks but also for that persons staff and coworkers. doi: 10.1002/(SICI)1099-0984(199907/08)13:4<261::AID-PER340<3.0.CO;2-B. Hum. In order to test the relations between organizational commitment and service quality commitment, the following hypothesis is proposed in this research (see Figure 1): Figure 1. The hospitality and tourism industry is a multibillion dollar industry that involves service industry which includes lodging, event planning, . 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). It consists of several different types of opportunities for people in the workforce who want to learn more about their industry, their field, their job position and related technology. Former research suggested that emotional exhaustion could be led by negative experiences of work and has damage impact on service quality (Bennett and Barkensjo, 2005). doi: 10.1177/002224377701400409, Landers, R. N., and Lounsbury, J. W. (2006). Understanding these factors is important because it provides an opportunity for contingency planning (Lewis, 2017). Behav. Walter, F., and Bruch, H. (2009). J. Hosp. Psychol. Copyright 2020 Lee, Park, Back, Hyun and Lee. There are plenty of demanding or unpleasant guests too, and successful hospitality employees do not take the bad behavior as a personal insult. J. Pers. This key characteristic is essential, especially when your guests speak a different language. 47, 287296. If it isnt, then its better for everyone involved that they self-select out of your application process now rather than a few weeks or months further down the line. Psychol. Res. doi: 10.1037/a0025787, Cho, Y. N., Rutherford, B. N., and Park, J. Hospitality is not an industry for everyone. 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. Bem (1974) suggested two dimensions of personality traits, instrumentality and expressiveness, which are closely related to specific dimensions of culture. Dedication One of the most important qualities of a good hotel manager or hotelier is a commitment to customer satisfaction. Behav. Hospitality operations are busy, energetic environments, and conditions that affect the operations can change quickly. doi: 10.1080/08853134.1985.10754387, Cordes, C. L., and Dougherty, T. W. (1993). Psychol. The people we talked to told us that, early in their careers, they said yes to a lot of things and volunteered for tasks outside their job duties. 26, 421434. Although hotel middle managers may not be frequently required for direct contact with customers, their tough job environment that demands long hours of work, work overload, and swift handling of unpredictable situations involving both time and quality, entails a lot of job-related stress (ONeill and Xiao, 2010). Behav. J. And not everyone is suited to it. Job burnout. Hochschild, A. R. (2012). (2009). This ability to juggle and complete multiple jobs effectively means completing work sooner than if they were to do each task individually. Hospitality employees need to have high personal standards. doi: 10.5267/j.msl.2013.04.010, Hartline, M. D., and Ferrell, O. C. (1996). No use, distribution or reproduction is permitted which does not comply with these terms. We also spoke to several executives who have stayed with the same hospitality company since they graduated from college. Hospitality employees are required to present politeness, sympathy, warmth, and friendliness during interpersonal interactions with their customers (Lee et al., 2016). Dif. Voluntas Int. We recommend our clients use situational judgment tests (SJTs) because these tests are specific to your company. Also, Maslach et al. But communication isnt just about how someone speaks, its about body language, and a persons general demeanor too. 33, 13251342. They rely on industry benchmarks to score applicants, not custom ones for your business, meaning they arent predictive of future success in your role, in your company. On a team level, one tardy employee can throw off service time for everyone elseguests included. This score indicates to what extent an applicant fits (or doesnt fit) your role. To ensure customers expectations are met, hospitality staff often need to go out of their way to make guests happy. J. The impact of emotional labor in a retail environment. doi: 10.1037/a0036599, PubMed Abstract | CrossRef Full Text | Google Scholar, Babakus, E., Cravens, D. W., Johnston, M., and Moncrief, W. C. (1999). Does Twitter matter? Hospitality applicants need to have a strong work attitude. Dont forget to grab your free copy of our white paper on the digital transformation of restaurant volume hiring. doi: 10.1016/j.hrmr.2007.08.008, Schaubroeck, J., and Jones, J. R. (2000). doi: 10.2307/20159579, Tokar, D. M., Fischer, A. R., and Subich, L. M. (1998). The measurement of experienced burnout. After listening comes communication, both written and spoken. Structural equation models with unobservable variables and measurement error: algebra and statistics. Despite numerous studies on personality traits and emotional labor, little empirical work has been conducted to investigate the causal effects of hotel middle managers personality traits on their commitment to the hospitality industry. Understanding emotion and reducing employees emotional exhaustion is the next key area to focus on in increasing organizational commitment and ultimately increasing employees service quality commitment and reducing employees turnover intentions. J. Hosp. Relat. Psychol. The effect of customer personality traits on the disply of positive emotions. Chen, Z., Sun, H., Lam, W., Hu, Q., Huo, Y., and Zhong, J. A. H2: Hotel middle managers instrumental personality trait positively influences their level of emotional exhaustion. In addition, ONeill and Xiao (2010) found that hotel middle managers who had registered high in expressive personality traits are more prone to emotional exhaustion. Rather than thinking, Oh no, this one is going to be trouble, a hospitable employee thinks, This person looks like hes having a rough day, and he is probably tired and hungry. Table 4. (2000). 32, 2537. In addition to intensive jobs, lengthy and unpredictable working hours and routines are the standards for hotel workers, which could give a significant effect on the job efficiency of the hotel staff. Relationship between job satisfaction, job performance, attitude towards work, and organizational commitment. Cross Cult. Psychol. (1998) claimed that perceived social and psychological workplace climate would lead to burnout more than actual works such as work shifts. Table 2. (2013). Psychol. Five functions of personality characteristics were included in this conceptual work; extraversion, conscientiousness, agreeableness, emotional stability and openness to experience on service. doi: 10.1016/j.ijhm.2011.08.004, Jeon, A. Tourists' personalities indicate their behavior toward different events [18]. Should there be an honest case of mental or physical exhaustion, accommodate their leaves for them to recharge. J. Welf. Learn about: There are a lot of moving parts in a hospitality business and if the organization is understaffed, most staff wont just be expected to do one thing at a time. They have to be able to defuse a stressful situation and remain calm and composed while they do it. Although most emotional labor studies in the hospitality industry focus on employees perceived emotional labor and its antecedents and consequences (Kim et al., 2007; Kim, 2008; Lee and Ok, 2012), it is more significant when it comes to middle managers.
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importance of personality in hospitality industry
