doi: 10.1002/(sici)1099-1379(200003)21:2<163::aid-job37>3.0.co;2-l, Schwepker, C. H., and Hartline, M. D. (2005). Flexibility and a service attitude are just a few of the winning characteristics needed to be a successful leader and colleague in the dynamic hospitality industry. doi: 10.1016/j.ijhm.2013.08.014, Lee, J. J., Ok, C. M., and Hwang, J. A survey on impact of emotional intelligence, organizational citizenship behaviors and job satisfaction on employees performance in Iranian hotel industry. The relative influence of employee commitment to the organization on delivering service has been considered in the context of service quality (Zeithaml et al., 1990). Its here where personality traits come into play. 23, 338350. 60, 5270. Conceptual model of personality traits and emotional labor. 3, 13951402. An Analysis of Travelers' Personalities and Accommodations - Springer Confidence is an essential nature but must be in the right amount. Essential Hospitality Values - JobStreet.com Hotel and restaurant employees know that some customers can be very challenging. Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Psychol. We live in a world in which our career has turned out to be our sheer identity. Emotional labor becomes a major challenge when employees keep modifying or hiding their true emotions, which may result in employees emotional exhaustion, job dissatisfaction, poor performance, and turnover behavior (Griffeth et al., 2000). J. We're stuck indoors for the foreseeable. For instance, general managers or senior executives could host a lunch for managers regularly and encourage them to express their views to management. doi: 10.1037/0033-2909.103.3.411, Ashill, N. J., and Rod, M. (2011). Managers or employees cannot become so attached to existing systems that they are afraid to learn. J. Vocat. 11, 4662. E-commerce can facilitate destination and facility selection for tourism purposes. Think in terms these 6 subtle personality traits. Mark. First, with support for 4 of the 8 linkages, the results indicate a better fitting model for hotel services industry and expand previous research to the managerial level. Int. Huang, L., Gursoy, D., and Xu, H. (2014). 64, 123. The effects of personality traits and attitudes on student uptake in Hosp. Stud. Surface acting refers to a display of emotions without the true associated feeling, whereas deep acting highlights efforts to change the inner feeling of an individual (Seery and Corrigall, 2009). doi: 10.1177/0149206309342468, Walumbwa, F. O., and Schaubroeck, J. A dedicated hospitality employee means business without any fuss. Hosting Skills for Restaurants: 6 Skills for Host/Hostess - Homebase Psychol. Many transferable skills and management qualities are important, such as accounting, record keeping, and project management. 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). So, getting creative when solving problems involving emotions is important. Not to be confused with sympathetic. 6 Important Personality Traits that Hospitality Interviewers look out for Psychol. 15 Top Character Traits With Definitions and Examples Visionary hoteliers don't shy away from "what if" questions. 59, 12161229. Getting noticed by the boss is great, but good working relationships with coworkers is important, too. Soc. Then, you can #SEEKBetter jobs that suit your personality. J. Hosp. 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? The impact of microblogging word of mouth on consumers adoption of new movies. If the person planning an important conference says he wants one wastebasket and a dozen blue permanent markers at his registration table, those items had better be there before the conference starts. To be a hospitality superstar, you need to ace this one. 31, 588595. Finally, H8, which hypothesized the relationship between organizational commitment and commitment to service quality, was supported ( = 0.335, t = 6.027, p < 0.001). Hum. Manag. They want to make a persons special day even better or to turn a persons bad day into a good one. STAAH Limited | Privacy Policy | Cookies Policy, All in One Property Management Systems Vs, 7 Awesome Video Marketing Ideas For Hotels, Content Marketing Tools for Hoteliers To Try, Top voucher mistakes hoteliers make and how, Importance of improving your quality on your. People with naturally low neuroticism are ideal candidates for the hospitality industry because its nearly impossible for them to become flustered. Res. Manag. 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. Hospitality workers often spend entire days on their feet. A total of 266 usable questionnaires were obtained after list-wise deletion for a 26.6% response rate. At Harver we also offer spoken language assessments and language proficiency tests too. It is also important to listen to your guests body language and respond to it. (2009). Theyre a walking, talking business card for your organization. Greathospitality employees have a natural desire to please others, regardless of the time or day it is, or even what day it is. doi: 10.1097/jnr.0000000000000133, Jang, J., and George, R. T. (2012). Employee turnover rate has been increasing in the hospitality industry (Back et al., 2008; Jang and George, 2012). (2003) found a linkage between emotional exhaustion and organizational commitment when examining hospital workers. You would be working in multicultural and at times super busy environment. Mental endurance is a trait associated with conscientiousness, and people who are hard workers can train themselves to increase their mental stamina. Cross-cultural studies could also investigate the possible moderating effects of culture in the relationships among study variables. doi: 10.1016/S1090-9516(01)00072-4, Baba, V. V., Tourigny, L., Wang, X., and Liu, W. (2009). In the Big Five Inventory, for instance, sociability and assertiveness are distinct facets of extroversion, while organization and responsibility are facets of conscientiousness. Travel plans cancelled, work ceased or radically altered and social lives decimated. Classical views of organizational commitment include an attitudinal perspective and a behavioral perspective. Confidence in you is always important. And how do you test whether or not an applicant possesses these traits? The challenges currently shaping the restaurant recruitment space, How restaurant employers can navigate the tight labor market, and the role of technology in a future-proof recruitment process, The four building blocks of a fully digital recruitment process, candidates are routinely left with mismanaged expectations. Discover how we can counteract these harmful attitudes. Bus. All in all, the results confirm the impact of hotel middle managers expressive personality traits on their commitment, which is mediated by emotional variables. Hospitality employees need to have high personal standards. (2016) examined the impacts of the aforementioned five dimensions of personality traits on frontline employees emotional intelligence, emotional labor, emotional exhaustion, and counter-productive work behavior. doi: 10.1037/0022-3514.76.3.431, Spence, G. J. (2006). Manag. For example, the employees behavior of smiling, by either surface or deep acting, is defined as an emotional labor strategy (Hennig-Thurau et al., 2015). 27. J. Appl. Purpose This study aims to investigate the effects of coffeehouse brand experiences and brand personality traits on brand prestige, and the effects of brand prestige on brand relationship quality and loyalty in the coffeehouse industry. Most people have about an average level of neuroticism. Upper-level hotel managers can regularly track their departmental manager records for sick leaves, injury rates, and absenteeism so that problems can be tackled at an early stage. Apart from that, there are few significant points to be noted while appearing for an interview or deciding about a career. Besides, senior management can adopt an open work culture policy to encourage subordinates to talk freely; this also leads to a better understanding of the staffs feelings. So whats going to be your unique selling point in the interview of your dream job? The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors. Self-isolation, social distancing, house arrest, lockdown..choose your poison it all amounts to the same quandary. The five-factor model not only helps people better understand how they compare to others and to put names to their characteristics. As another sub-dimension of expressive personal trait toward emotionalexhaustion was not supported (H4), only expressive personal trait toward emotional labor was supported (H3: = 0.389, t = 4.126, p < 0.001). Being a self-starter demonstrates a strong passion and dedication to your job, effectively placing you on the fast track for accelerated learning and career growth in the hospitality industry. 16, 251274. doi: 10.1037/a0036599, PubMed Abstract | CrossRef Full Text | Google Scholar, Babakus, E., Cravens, D. W., Johnston, M., and Moncrief, W. C. (1999). 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. H1 and H2, which proposed a causal relationship between sub-dimension of instrumental personality trait to emotional labor and emotional exhaustion, were not supported. Can I See the World with a Hospitality Degree? These six major dimensions of personality include: honesty, emotionality, extraversion, agreeableness, conscientiousness and openness to experience. It takes a certain personality type to thrive in hospitality. Managers who identify these concerns and address them will be able to reduce emotional exhaustion. 1. Quite a lot, at least in Western samples. The hospitality industry is fast-paced, and often requires a staff member to do several different things at once. It is indeed the most important personality trait in todays world. Must-Have Personality Traits to Run a Successful Restaurant You will need a lot of it, especially when dealing with difficult guests. This indicates the reliability of the measures. The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes. This score indicates to what extent an applicant fits (or doesnt fit) your role. Do Big Five tests have known limitations? Behav. But if you hire the right hospitality employees, youll maintain your competitive edge. Voluntas Int. Its also used to explore relationships between personality and many other life indicators. Various ways of representing major traits have been proposed, and personality researchers continue to disagree on the number of distinct characteristics that can be measured. doi: 10.1037/a0015848. The customers interest has to always be number one, no matter what day or time it is. By exploring alternative ways to defuse tense situations, you will discover unconventional approaches that might surprise and even delight customers. Instantsite Website doi: 10.1177/0146167294205014, Somer, O., and Goldberg, L. R. (1999). Hum. Table 5 summarizes the results of the structural equation model of this study. In hospitality and tourism academia, most research focuses on the work domain as a major source of hospitality job stress, with little attention given to employee characteristics. Every hospitality person needs to become the local expert who guides visitors to the best places. While candidates navigate through your pre-employment assessments, our platform gathers data and scores their answers against your employer specific benchmarks. Personality: Characteristics, Factors, Roles, Theories of - iEduNote From hotels and restaurants to country clubs and catering companies, hospitality businesses demand a high level of focus and accuracy from their employees. Acad. They get upset sometimes, but they can stay composed if they make an effort. One thousand questionnaires were randomly distributed via Qualtrics online survey tool with screening questions that asking respondents position at the hotel at the beginning of the survey after consent form signed by respondents. 40, 445470. Running a restaurant requires more than solid business skills and the willingness to work hard. 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. Psychology Today 2023 Sussex Publishers, LLC. Job involvement, commitment, satisfaction and turnover: evidence from hotel employees in Cyprus. Manag. Mental Endurance Hospitality workers often spend entire days on their feet. 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? Unlike other industries that depend on complex, technical skills, the hospitality industry is largely a people business. It relies on several hospitality values; workers must be able to create a valuable and satisfying experience for guests, as well as forge goodwill and relationships to build loyalty. The Big Five traits are: Individual personalities are thought to feature each of these five broad traits to some degree. Top 10 Qualities of a Great Hospitality Employee- Skills and Attributes This study examines the role of employee proactive personality in shaping individual and team performance. Cornell Hotel Restaur. Investigating the Association of Burnout and Personality Traits of 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. If you want to hire the best hospitality candidates, you need to identify applicants who possess a certain skill set, and that includes personality traits and competencies. Identifying the complex relationships among emotional labor and its correlates. Here's how managers can use the findings to optimize their team's performance. Ahmed, I., and Parasuraman, A. That said, you may encounter clients who are plainly difficult to deal with. doi: 10.1086/222820. Stay open, but focus on learning from the experience and moving forward. There is also evidence that current tests provide less reliable results outside of Western, industrialized countries. Curious employees are valued for their ability to independently motivate themselves to learn and grow in their roles and work. The Big-Five Factor Model with its taxonomy of 5 personality traits including extraversion, conscientiousness, agreeableness, openness to experience, and emotional stability, is the leading framework used by researchers to study personality types (Costa and McCrae, 1992, Tews et al., 2011). Employees may choose to behave consistently with the display rules by hiding their true emotions. doi: 10.1016/j.rpto.2015.11.002, Riggio, R. E., and Lee, J. doi: 10.1037/h0046016, Carretta, T. R., Teachout, M. S., Ree, M. J., Barto, E. L., King, R. E., and Michaels, C. F. (2014). 26, 463488. The customer orientation of service workers: personality trait effects on self-and supervisor performance ratings. Many times, customers mean well and only want to make sure they make the most out of the experience they paid for, and they can get understandably upset when this is not met. World Bus. Look forward to our monthly newsletter content on career advice, job hunting, work life & wellbeing news delivered straight to your inbox. Pers. Making your restaurant a success starts with the right attitude and these personality traits: Tolerance. Mark. (2011). 17, 2943. In the hospitality sector, quality orientation is essential, because yours is a people facing industry. 5, 95110. Relationship of personality traits and counterproductive work behaviors: the mediating effects of job satisfaction. Most hospitality guests and customers are a pleasure to deal with. 4, 3144. 15. Patience is likely the most important virtue of all when dealing with people; having enormous amounts of patience will stand you in good stead when you find yourself faced with unreasonable demands and impossible expectations. Good hospitality staff know how to listen, not just with their ears, but with their entire body. doi: 10.1006/jvbe.1998.1660, Tsai, Y., and Wu, S. W. (2011). Copyright 2020 Lee, Park, Back, Hyun and Lee. 2, 135144. Walter, F., and Bruch, H. (2009). Analyzing English words used to describe personality traits, researchers used statistical techniques to identify clusters of related characteristics. 64, 624635. Consistency of the relations of cognitive ability and personality traits to pilot training performance. Specifically, the quality of interpersonal relationship with supervisors, peers, and supervisees is critical, because it is both indirectly and directly related to employees job satisfaction (Furnham et al., 2002) and organizational commitment (Graf and Harland, 2005), as well as turnover intention (Donavan et al., 2004). 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. Remember also, listening doesnt always mean words that reach your ears. However, numerous previous studies had stressed the antecedent role of emotional labor on employee burnout, job dissatisfaction, and turnover intent, which is mainly created by the stress that employees face in a service industry (Jung and Yoon, 2014). Its important they know exactly what theyre getting themselves into before they start. When customers make special requests and ask for personal attention, they expect their requests to be fulfilled without any hassle. Cattell, R. B., and Tregaskis, D. V. G. (1965). Berkeley, CA: University of California Press. doi: 10.1177/001872678704000704, Dijkstra, M. T., van Dierendonck, D., Evers, A., and De Dreu, C. K. (2005). Mathieu, J. E., and Zajac, D. M. (1990). Working in hospitality can be tough. Some people are born to be in hospitality. Are There International Programs in Hospitality Management? The measurement of independent and interdependent self-construals. Doing so is easier said than done, as being in the hospitality industry means dealing with various personalities and egos. Effects of emotional exhaustion and perceived safety climate. Manag. 29, 212232. An emotional labor perspective on the relationship between customer orientation and job satisfaction. Most of these personality traits are qualities that are essential and easily attainable ones, but at the same time, they are not castles in the air. 1. Answering questions can be more specific and a positive tone to it will always be taken well. Psychol. 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. Emotional variables include emotional labor and emotional exhaustion. 38, 8488. Dealing with customers requires thoughtful tact and sensitivity. Also, individuals whose personality traits positively associate with empathy, ego drive, patience, and enthusiasm, are more intent to seek enjoyment, self-expression, and perform organizational activities in order to experience the pleasure, stimulation, and joy inherent in the activity (Futrell et al., 1983; Yavas et al., 2010). Schmoozability. (1989). B. 30 Best Unusual Hotels You Can Book Tonight! According to The Telegraph, hospitality industry jobs can be more stressful than professions in medicine, finance, and law enforcement. They have to be able to pay close attention to what the customer is saying to hear what they want and to interpret their needs accordingly. Int. When managers fail to manage emotions, these employees have an increased probability of failing to commit to service quality and the organization, in turn impacting line personnel. 1, 271299. 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. 3, 6993. 24, 247264. 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. Leadership skills. Antecedents of turnover intentions among retail management personnel. Identifying successful industrial salesmen by personality and personal characteristics. (2013). But, the hospitality values mentioned above can equip you to succeed in this path. J. Hosp. We asked our interviewees what they love about working in the industry. If you do not believe in yourself then why would they risk it? 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. 26, 421434. 12, 125129. Res. doi: 10.2307/20159579, Tokar, D. M., Fischer, A. R., and Subich, L. M. (1998). Respondents socio-demographic characteristics. Stress is something that can cripple people of their work-life but a positive attitude fights against such pressure and all other obstacles. If youve been in hospitality for a few years youd know that things almost never go as planned. More importantly, they are able and willing to see a situation from the customers point of view. As we mentioned earlier, this kind of demanding work asks for a special breed of people. doi: 10.1016/j.ijhm.2016.01.008, Luria, G., and Kalish, Y. No use, distribution or reproduction is permitted which does not comply with these terms. Key Traits to Look for in A Hospitality Industry Employee Specifically, Spence (1993) stressed that instrumentality is associated with masculinity, while Yee and Lei (2012) found consistent relationships between femininity with expressiveness and masculinity with instrumentality. Patience H2: Hotel middle managers instrumental personality trait positively influences their level of emotional exhaustion. the importance of personality traits on service recovery performance in the hotel industry of malaysia December 2021 Journal of Tourism Hospitality and Environment Management 6(26):75-81 The hospitality industry is always growing and evolving, and employees with the right qualities for this industry have many opportunities for advancement. 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). Investigating the process by which employee perceptions of the organizational environment are related to job involvement, effort, and performance revealed that a modest but statistically significant effect of job involvement on performance became nonsignificant when effort was inserted into the model, indicating the mediating effect of effort on the relationship. Being creative is again a bonus to your profile. One test, the latest version of the Big Five Inventory, asks how much a person agrees or disagrees that he or she is someone who exemplifies various specific statements, such as: Based on a persons ratings for dozens of these statements (or fewer, for other tests), an average score can be calculated for each of the five traits. J. Hospitality workers must also have the mental stamina to endure the long hours and physical stress of a days work. Environmental and positional antecedents of management commitment to service quality: a conceptual framework. 33, 13251342. 5, 1522. As an important decision-maker and problem solver, hotel middle managers are responsible for a burdensome task managing complaints from not only external customers who are hotel guests but also internal customers who are hotel employees (Ledgerwood et al., 1998). J. A research conducted by Jeon (2015) explored the negative relationships between emotional exhaustion and commitment to customer service among flight attendants. 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Being in hospitality (as well as other service jobs, in general) can often feel like a thankless job, so you must bear this in mind. 59, 603609. Alexandra Johnson is a seasoned writer specializing in HR, recruitment and tech topics. Internal marketing, negative experiences, and volunteers commitment to providing high-quality services in a UK helping and caring charitable organization. doi: 10.1080/09585192.2011.579918, Cheung, F., Tang, C. S. K., and Tang, S. (2011). Psychol. 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. Without this commitment, one cannot find success in the sector. A personality profile of the hotel manager - ScienceDirect Resour. What personality type is best for working in the hospitality industry? Ind. A Fresh Graduates Guide to Types of Work. J. Hosp. Speak to your guests confidently and clearly. 28, 349358. Furthermore, previous research mentioned that the high level of service quality commitment of middle managers would have significant effects on employees commitment to service quality, enhancing customer satisfaction, and lower turnover rate (Mathieu and Zajac, 1990; Hartline and Ferrell, 1996; Schwepker and Hartline, 2005).