importance of personality in hospitality industry

doi: 10.1007/s11628-015-0273-2, Jolson, M. A., and Comer, L. B. 3, 13951402. If they speak clearly and enunciate. They need to be able to multitask efficiently: deliver a food and beverage order, while problem solving, and all with a positive attitude. doi: 10.1177/0146167294205014, Somer, O., and Goldberg, L. R. (1999). (PDF) A Review of Personality Research in the Tourism and Hospitality Environmental and positional antecedents of management commitment to service quality: a conceptual framework. Res. There are a number of pre-employment assessments hospitality hiring managers and recruiters might use to screen candidates. Manag. If applicants dont like what they see, they can self-select out of your hiring process. Hochschild (2012) introduced the emotional labor concept as the management of feeling to create a publicly observable facial and bodily display (p. 7). Great communication skills are a must for working in hospitality. (2005). More specifically, an effective selection procedure should look beyond technical skills and assess domains, such as personality traits and/or people skills (Shay and Tracey, 1997). According to DeCotiis and Summers (1987), organizational commitment has a positive effect on performance. doi: 10.1111/j.1533-8525.1995.tb00440.x, Wright, T. A., and Cropanzano, R. (1998). Tech. Hum. Organ. (PDF) Extraversion and its Importance in the Hospitality Workplace doi: 10.1016/j.ijhm.2008.12.002, Kim, H. J. Those who were willing to step in and do different jobs learned new skills and made an impression on their leaders. Below, well outline the importance of each personality trait and competence as well as what assessment might be used to assess for it. J. Walter, F., and Bruch, H. (2009). Can. J. Pers. 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. Hotel managers are surrounded by constant stress due to the nature of business, which is a non-stop 24/7 operation. doi: 10.1016/j.tourman.2013.09.013, Keywords: hotel middle managers, personality traits, emotional labor, emotional exhaustion, organizational commitment, service quality commitment, Citation: Lee S, Park J, Back K-J, Hyun H and Lee SH (2020) The Role of Personality Traits Toward Organizational Commitments and Service Quality Commitments. Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., and Tatham, R. L. (2006). The impact of microblogging word of mouth on consumers adoption of new movies. Build strong identity. But if you hire the right hospitality employees, youll maintain your competitive edge. Commun. HOW DOES HOSPITALITY INDUSTRY AIDS PERSONALITY DEVELOPMENT - estandardz 29, 2342. B. Numerous social and organizational behavior researchers have concluded that emotional labor may result in occupational stress and burnout, leading to job dissatisfaction and other job-related problems (Wharton and Erickson, 1995; Grandey, 2000; Kruml and Geddes, 2000; Cheung et al., 2011; Gursoy et al., 2011; Chen et al., 2012; Lee and Ok, 2014; Raman et al., 2016). (Lewis 2017). And how do you test whether or not an applicant possesses these traits? Most hospitality guests and customers are a pleasure to deal with. Emotional exhaustion as a predictor of job performance and voluntary turnover. Emotional exhaustion has been acknowledged as a negative factor for job performance (Wright and Cropanzano, 1998). Surprisingly, both instrumental personality traits and expressive personality traits were not significant predictors of emotional exhaustion. Int. Hochschild, A. R. (2012). J. Vocat. 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. doi: 10.1016/j.hrmr.2007.08.008, Schaubroeck, J., and Jones, J. R. (2000). Gender-related traits and gender ideology: evidence for a multifactor theory. (1974) also explored organizational commitment as the strength of an individuals identification with, and involvement in, a particular organization. doi: 10.5465/AMR.1993.9402210153, Cropanzano, R., Rupp, D. E., and Byrne, Z. S. (2003). You need to make sure you have a good indication of a candidates character when it comes to applying your companys rules. J. Pers. 5 Personality Traits Required for the Hospitality Industry It often means long, unsociable hours, being at work when your friends and family arent, and literally running around all day. J. Hosp. Hospitality operations that remained open asked much of their employees and managers who stayed on. Organ. J. Manag. (1979) suggested that commitment to service quality is similar to organizational commitment. Service providers personality traits is one of important determinants to deliver proper service to customers to make them satisfied in service delivery. 17, 2943. doi: 10.447/generos, Yoo, K. H., and Gretzel, U. Even better, your candidates enjoy a fun assessment experience while you get scientifically validated insights. Porter et al. Psychol. Find a hospitality degree program that matches your career goals, and start building on your hospitality personality traits today! doi: 10.2753/PSS0885-3134260203, Mount, M., Ilies, R., and Johnson, E. (2006). It is linked with success or failure of the human beings. doi: 10.1177/001872678704000704, Dijkstra, M. T., van Dierendonck, D., Evers, A., and De Dreu, C. K. (2005). Mental Endurance Hospitality workers often spend entire days on their feet. No matter what type of labor market youre hiring. 1. Bull. J. Serv. doi: 10.1016/j.ijhm.2014.01.007, Karatepe, O. M., and Aleshinloye, K. D. (2009). Influence of personality on travel-related consumer-generated media creation. Individ. Mark. 24, 797813. Weiss, H. M., and Cropanzano, R. (1996). 54, 139150. 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: 10.1111/j.1365-2648.2011.05696.x. Theyre a walking, talking business card for your organization. Hanzaee, K., and Mirvaisi, M. (2013). We also recommend clients use personality questionnaires, such as our Personality Print module, which is a work-related behavioral assessment. Int. PDF The Importance of Understanding Cultural Awareness for Managers in The 64, 624635. 30, 783794. 24, 247264. At Harver we also offer spoken language assessments and language proficiency tests too. In hospitality (and in almost any industry), that kind of energy and willingness to do what needs to be done is behavior that gets noticed and leads to advancement and interesting opportunities. 3, 2732. doi: 10.1006/jvbe.1998.1660, Tsai, Y., and Wu, S. W. (2011). This is not a job for everyone, which is why we recommend HR teams assess customer orientation using a personality assessment. Boshoff and Mels (1995) reported strong positive relationship between organizational commitment and performance by measuring internal service quality. 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. Practicing active listening allows the employee to build rapport with the customer and establish trust. doi: 10.1080/02678370500057850. Service Robots and AI: What impact on the future of Hospitality? On an individual level, showing up on time lets you prepare for your shift. Resources and measurements of variables. Hum. (2013). Mathieu, J. E., and Zajac, D. M. (1990). 5, 1522. 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. (2009). The event lets you meet and impress potential clients that can become partners or investors. Top 10 Qualities of a Great Hospitality Employee- Skills and Attributes 55, 422432. Bull. doi: 10.1037/00223514.64.4.624, Tan, H. H., Foo, M. D., and Kwek, M. H. (2004). J. Five functions of personality characteristics were included in this conceptual work; extraversion, conscientiousness, agreeableness, emotional stability and openness to experience on service. PDF TURIZAM The Importance of Fitting Personality Dimensions and Job Personality and vocational behavior: a selective review of the literature, 19931997. But once training is done, employees are on their own in following regulations. Tour. 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). Manag. The results of confirmatory factor analysis along with mean, standard deviation, and the construct correlations between each construct are presented in Tables 3, 4. Sales Manag. Bus. Hospitality employees are required to present politeness, sympathy, warmth, and friendliness during interpersonal interactions with their customers (Lee et al., 2016). doi: 10.1016/0019-8501(92)90035-R, Jolson, M. A., and Comer, L. B. Manag. Structural equation modeling in practice: a review and recommended two-step approach. Sell. Overall, this study provides owners and upper-level managers in the hotel industry with strong evidence that managers emotions are pivotal when trying to increase organizational commitment. Why is attitude so important for your hospitality career? H3: Hotel middle managers expressive personality trait positively influences their level of emotional labor. It is challenging and fun. 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). Understanding the influence of polychronicity on job satisfaction and turnover intention: a study of non-supervisory hotel employees. Relationship of personality traits and counterproductive work behaviors: the mediating effects of job satisfaction. 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. It refers to depression, hopelessness, and feelings of entrapment (Kim et al., 2007; ONeill and Xiao, 2010; Zhao et al., 2014). 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). 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). Psychol. 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. Moreover, previous research (Cho et al., 2013) noted that some emotional variables have similar effects on employees commitment, but they have rarely been measured simultaneously in managerial levels. Plus, most off-the-shelf solutions are a one way street. doi: 10.1037/1076-8998.5.1.95, Griffeth, R. W., Hom, P. W., and Gaertner, S. (2000). doi: 10.1016/j.jbusres.2006.06.008, Brown, T. J., Mowen, J. C., Donavan, D. T., and Licata, J. W. (2002). Emotional and interpersonal competencies and leader development. Hotel operators should foster a work setting that consistently promotes congruent emotions via regular training and screening to reducing employees emotional exhaustion, increasing organizational commitment and service quality commitment, ultimately, reducing employees turnover intentions. Acad. Antecedents of turnover intentions among retail management personnel. Successful hospitality leaders enjoy the challenge of thinking creatively to solve problems. J. Adv. Managing the ethical climate of customer-contact service employees. They have to be able to defuse a stressful situation and remain calm and composed while they do it. Manag. There is consensus among researchers that people who have more expressive personalities are more likely to develop and utilize relationships that assist them in facing stressful situations (Jolson and Comer, 1997). Increase your employability. The consequences of caring: exploring the links between womens job and family emotion work. Innovative hospitality leaders proactively learn about new technology to improve service and operations. You could use out-of-the-box assessments to evaluate the personality traits and competencies of your candidates, but they arent always helpful in the long run, because theyre too generic in their nature. Hum. Pers. Sex-labeling of selling jobs and their applicants. A person with more expressive personality tends to handle stressful works rather smoothly than a person with instrumental personality due to warmth, sympathy, and tenderness nature of the personality (Tan et al., 2004). 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. 14, 849. J. Hosp. Market. 2, 135144. According to Google Small Business, only 5% of word of mouth conversations happen online while 82% happen face to face. This eliminates bias from the process, and allows TA teams to hire based on hard data. One hotel human resources director told us that her relationships with colleagues and staff have gotten her several career opportunities. doi: 10.1002/(SICI)1099-0984(199907/08)13:4<261::AID-PER340<3.0.CO;2-B. Mr. Kuperschmid, who has worked for Hyatt for over 25 years, gave us this enthusiastic quote: Leadership and development of people I love it! An emotional labor perspective on the relationship between customer orientation and job satisfaction. Carrying supplies, food, drinks and large, bulky objects requires physical strength and stamina. H2: Hotel middle managers instrumental personality trait positively influences their level of emotional exhaustion. doi: 10.1016/S0010-8804(97)87489-7, Singelis, T. M. (1994). doi: 10.1108/02683940910996806, Shani, A., Uriely, N., Reichel, A., and Ginsburg, L. (2014). Always reach office on time. Some research has explored the significant causal effects of personality traits on consumer behavior (Bosnjak et al., 2007; Yoo and Gretzel, 2011), while several studies have utilized personality traits to identify their influence on employees behavior (Mount et al., 2006; Walumbwa and Schaubroeck, 2009). On the other hand, Becker (1960) described organizational commitment as the tendency to engage in consistent lines of activity because of the perceived costs of doing otherwise. The sample of this study consists of middle managers from full-service hotels in metropolitan cities in the Southern United States. Hum. We also spoke to several executives who have stayed with the same hospitality company since they graduated from college. Testing applicants for their communication skills can be done in various ways and depends on your organizations requirements.

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