Abstract
PurposeThe purpose of this study was to empirically investigate the characteristics of good hospitality managers and the core causes that lead to developing such characteristics.Design/methodology/approachUsing a qualitative inquiry approach, 93 line-level hospitality employees were surveyed online regarding their experiences about the characteristics of good managers.FindingsThe research findings revealed five key themes of good managerial characteristics, including interpersonal skills, communication skills, supervisory skills, leadership skills, and positive personality and professionalism. Additionally, the root causes of these managerial characteristics were also analyzed. The good managerial characteristics were perceived to have developed from having worked under either a great manager or a terrible manager.Research limitations/implicationsThis study advanced the literature on managerial characteristics by confirming several existing categories from the viewpoint of hospitality industry employees.Practical implicationsHuman resource managers should be considerate of these findings in terms of recruitment, hiring, and training, development, and promotion of employees in their companies.Originality/valueThis is one of the first studies to analyze the perceived reasons behind the development of these characteristics.
Highlights
At both the supervisor and executive levels, effective management is a major contributor to the success of a hospitality firm (Liang et al, 2017; Shum et al, 2018)
This study aims to create a holistic profile of good managers and their characteristics by identifying several themes and dimensions of good managerial characteristics as identified by hospitality industry employees
Line-level hospitality employees were surveyed online to investigate their perceptions of good managerial characteristics
Summary
At both the supervisor and executive levels, effective management is a major contributor to the success of a hospitality firm (Liang et al, 2017; Shum et al, 2018). This is especially true concerning supervisory managers who oversee line-level employees, as these managers interact daily with their subordinates. The full terms of this licence may be seen at http:// creativecommons.org/licences/by/4.0/legalcode
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