Perceptions of Different Generations Regarding Managerial Competencies in Restaurants
Keywords:
Generations, Restaurant industry, Managerial competencies, Job satisfaction
Abstract
Managerial competencies of restaurant managers play a major role in motivating employees to be productive and to provide excellent service which, in turn, will lead to customer satisfaction. Drawing upon generational differences in work ethics and values, the authors examine the importance of managerial competencies in three age cohorts. A quantitative research design was selected using a structured questionnaire consisting of five competency domains. Data were collected from 180 restaurant managers and employees in restaurants in the City of Tshwane. The results of the Fisher exact test indicated that the importance of managerial competencies differed significantly in the three age groups. Significant differences existed for three leadership domains, two management domains, one interpersonal and one intrapersonal domain. No significant differences were recorded for the perceptions of the different age groups regarding the importance of the technical domain. For the younger generation, the ability to grant employees the opportunity to grow was regarded as highly important by all respondents. The ability to maintain discipline in the workforce was perceived as less important by the youngest age group when it was compared to the other age groups. The youngest employees felt that the ability to be innovative was not as important unlike the perception of the older age groups. The findings of this study could lead restaurant managers to a better understanding of the different generational groups, how to motivate them thereby ensuring job satisfaction and service quality.
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References
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Benckendorff, P., Moscardo, G. & Pendergast, D. (2010). Tourism and generation Y: Cabi. Bharwani, S. & Jauhari, V. (2013). An exploratory study of competencies required to co-create memorable customer experiences in the hospitality industry. International Journal of Contemporary Hospitality Management, 25(6), 823-843. Brown, E. A., Thomas, N. J. & Bosselman, R. H. (2015). Are they leaving or staying: A qualitative analysis of turnover issues for Generation Y hospitality employees with a hospitality education. International Journal of Hospitality Management, 46, 130-137. Chang, S., Gong, Y. & Shum, C. (2011). Promoting innovation in hospitality companies through human resource management practices. International Journal of Hospitality Management, 30(4), 812-818. Chen, P. J.& Choi, Y. (2008). Generational differences in work values: a study of hospitality management. International Journal of Contemporary Hospitality Management, 20(6), 595-615. Cherniss, C. & Goleman, D. (2001). The emotionally intelligent workplace. How to select for, measure and improve emotional intelligence in individuals, groups and organisations. EEUU: Copyright. Chi, C. G., Maier, T. A. & Gursoy, D. (2013). Employees’ perceptions of younger and older managers by generation and job category. International Journal of Hospitality Management, 34, 42-50. Christou, E. (2002). Revisiting competencies for hospitality management: Contemporary views of the stakeholders. Journal of Hospitality & Tourism Education, 14(1), 25-32. Chung–Herra, B., Enz, C. & Lankau, M. (2003). Grooming Future Hospitality Leaders: A Competencies Model. Acquiring hotel-industry expertise pales in a future-oriented competencies model in favor of managers’ ethical behavior and strategic-management acumen. Cornell Hotel and Restaurant Administration Quarterly, Human Resources, 3, 1-25. Dannar, P. R. (2013). Millennials: What they offer our organizations and how leaders can make sure they deliver. The Journal of Values-Based Leadership, 6(1), 3. Earle, H. A. (2003). Building a workplace of choice: Using the work environment to attract and retain top talent. Journal of Facilities Management, 2(3), 244-257. Eat-out. (2014). Pretoria restaurants. Retrieved from www.eatout.co.za Ekaterini, G. (2011). A qualitative approach to middle managers' competences. Management research review, 34(5), 553-575. Firdauz, A., Sapri, M. & Mohammad, I. (2015). Facility management knowledge development in Malaysia: Added value in hospitality managerial competency. Facilities, 33(1/2), 99-118. Govitvatana, W. V. (2001). Generation gap in the workplace between baby boomers and generation X. Research Paper University of Wisconsin-Stout. Gursoy, D., Maier, T. A. & Chi, C. G. (2008). Generational differences: An examination of work values and generational gaps in the hospitality workforce. International Journal of Hospitality Management, 27(3), 448-458. Hamilton, S., Symonds, W. & Kotamraju, P. (2013). Career and Technical Education and New York State Regents Examinations: Committee Report. Hertzman, J. L., Moreo, A. P. & Wiener, P. J. (2015). Career planning strategies and skills of hospitality management students. Journal of Human Resources in Hospitality & Tourism, 14(4), 423-443. Ilkowska, M. & Engle, R. W. (2010). Trait and state differences in working memory capacity Handbook of individual differences in cognition (pp. 295-320): Springer. Jauhari, V. (2009). The hospitality and tourism industry in India: conclusions and solutions. Worldwide Hospitality and Tourism Themes, 1(1), 75-80. Jiang, L. & Alexakis, G. (2017). Comparing students' and managers' perceptions of essential entry-level management competencies in the hospitality industry: An empirical study. Journal of hospitality, leisure, sport & tourism education, 20, 32-46. Kalargyrou, V. & Woods, R. H. (2011). Wanted: training competencies for the twenty-first century. International Journal of Contemporary Hospitality Management, 23(3), 361-376. Kay, C.& Russette, J. (2000). Hospitality-management competencies: Identifying managers' essential skills. Cornell hotel and restaurant administration quarterly, 41(2), 52-63. Kim, N. (2014). Employee turnover intention among newcomers in travel industry. International Journal of Tourism Research, 16(1), 56-64. Koenigsfeld, P. J., Perdue, J., Youn, H. & Woods, R. H. (2011). The changing face of competencies for club managers. International Journal of Contemporary Hospitality Management, 23(7), 902-922.
Koenigsfeld, P. J., Youn, H., Perdue, J. & Woods, R. H. (2012). Revised competencies for private club managers. International Journal of Contemporary Hospitality Management, 24(7), 1066-1087. Kowske, B. J., Rasch, R. & Wiley, J. (2010). Millennials’(lack of) attitude problem: An empirical examination of generational effects on work attitudes. Journal of Business and Psychology, 25(2), 265-279. Lolli, J. C. (2013). Interpersonal communication skills and the young hospitality leader: Are they prepared? International Journal of Hospitality Management, 32, 295-298. Louw, L., Pearse, N. J. & Dhaya, J. (2012). The role of experience in the development of social competencies. SA Journal of Human Resource Management, 10(1), 9. Mahachi, D. (2012). Students’ Perceptions of Managerial Competencies: A Study of Undergraduate Tourism and Hospitality Students at the University of Botswana. Journal of Human Resources in Hospitality & Tourism, 11(3), 239-258. Maxwell, G. A., Ogden, S. M. & Broadbridge, A. (2010). Generation Y's career expectations and aspirations: Engagement in the hospitality industry. Journal of Hospitality and Tourism Management, 17(1), 53-61. Mbithi, M. K. (2011). Entrepreneurial Skills Among Business Owners in the Tshwane Metropolitan Municipality. Tshwane University of Technology. McCarthy, A. M. & Garavan, T. N. (2007). Understanding acceptance of multisource feedback for management development. Personnel Review, 36(6), 903-917. McKenna, S. (2004). Predispositions and context in the development of managerial skills. Journal of Management Development, 23(7), 664-677. Millar, M., Mao, Z. & Moreo, P. (2010). Hospitality & tourism educators vs. the industry: A competency assessment. Journal of Hospitality & Tourism Education, 22(2), 38-50. Neagu, O., Lazar, V., Teodoru, M. & Macarie, S. (2016). Human Capital Quality and Development: An Employers' and Employees' Comparative Insight. Studia Universitatis, Vasile Goldis Arad–Economics Series, 26(3), 62-73. Park, J. & Gursoy, D. (2012). Generation effects on work engagement among US hotel employees. International Journal of Hospitality Management, 31(4), 1195-1202. Porter, J. D. (2005). Application of Sandwith's competency domain model for senior college housing officers in the United States. University of Florida. Price Waterhouse Coopers. (2016). Rooms with an African view Hotels outlook: 2016–2020 South Africa – Nigeria – Mauritius – Kenya – Tanzania Richardson, S. (2010). Generation Y's perceptions and attitudes towards a career in tourism and hospitality. Journal of Human Resources in Hospitality & Tourism, 9(2), 179-199. Richardson, S. & Thomas, N. J. (2012). Utilising generation Y: United States hospitality and tourism students' perceptions of careers in the industry. Journal of Hospitality and Tourism Management, 19(3). Riggs, M. W. & Hughey, A. W. (2011). Competing values in the culinary arts and hospitality industry: Leadership roles and managerial competencies. Industry and Higher Education, 25(2), 109-118. Sandwith, P. (1993). A hierarchy of management training requirements: The competency domain model. Public Personnel Management, 22(1), 43-62. Shai, M. P., Kleynhans, I. C. & Roeloffze, A. (2016). Leadership competencies of restaurant managers in Pretoria, South Africa. Paper presented at the 2nd Global Tourism and Hospitality Conference, Hong Kong. Singh, V. (2008). Managerial competencies in the restaurant industry: managers and subordinates perceptions. (MBA ), University of KwaZulu-Natal. Sisson, L. G. & Adams, A. R. (2013). Essential hospitality management competencies: The importance of soft skills. Journal of Hospitality & Tourism Education, 25(3), 131-145. Smit, P. J., Cronje, G. d., Brevis, T. & Vrba, M. (2011). Management principles: a contemporary edition for Africa: Juta and Company Ltd. Solnet, D. & Hood, A. (2008). Generation Y as hospitality employees: Framing a research agenda. Journal of Hospitality and Tourism Management, 15(1), 59-68. Streeter, B. (2007). Welcome to the new workplace. American Bankers Association. ABA Banking Journal, 99(12), 7. Suh, E., West, J. J. & Shin, J. (2012). Important competency requirements for managers in the hospitality industry. Journal of hospitality, leisure, sport & tourism education, 11(2), 101-112. Tesone, D. V. & Ricci, P. (2006). Toward a definition of entry-level job competencies: Hospitality manager perspectives. International journal of hospitality & tourism administration, 7(4), 65-80.
Toygar, S. A. & Akbulut, Y. (2013). Managerial Skills of hospital administrators: case study of Turkey. Journal of Health Management, 15(4), 579-594. Twenge, J. M., Campbell, S. M., Hoffman, B. J. & Lance, C. E. (2010). Generational differences in work values: Leisure and extrinsic values increasing, social and intrinsic values decreasing. Journal of management, 36(5), 1117-1142. Vijayalakshmi, V. (2016). Soft Skills-The Need of the Hour for Professional Competence: A Review on Interpersonal Skills and Intrapersonal Skills Theories. International Journal of Applied Engineering Research, 11(4), 2859-2864. Voon, B. H., de Jager, J., Chitra, K., Kueh, K. & Jussem, P. M. (2013). Human service matters: a cross-national study in restaurant industry. Asian Journal of Business Research ISSN, 1178, 8933. Wang, Y. F. & Tsai, C. T. (2014). Employability of hospitality graduates: Student and industry perspectives. Journal of Hospitality & Tourism Education, 26(3), 125-135. Weber, M. R., Crawford, A., Lee, J. & Dennison, D. (2013). An exploratory analysis of soft skill competencies needed for the hospitality industry. Journal of Human Resources in Hospitality & Tourism, 12(4), 313332. Weber, M. R., Finley, D. A., Crawford, A. & Rivera, D. (2009). An exploratory study identifying soft skill competencies in entry-level managers. Tourism and hospitality Research, 9(4), 353-361. Welch, S. & Mickelson, W. T. (2013). A listening competence comparison of working professionals. International Journal of Listening, 27(2), 85-99. Wikle, T. A. & Fagin, T. D. (2015). Hard and soft skills in preparing GIS professionals: Comparing perceptions of employers and educators. Transactions in GIS, 19(5), 641-652. Wolfe, K. L., Phillips, W. J. & Asperin, A. (2014). Using hotel supervisors’ emotional intelligence as a benchmark for hospitality students. Journal of Hospitality & Tourism Education, 26(1), 2-9. Yang, S. B. & Guy, M. E. (2006). GenXers versus boomers: Work motivators and management implications. Public Performance & Management Review, 29(3), 267-284. Yayha, H. A. T. & Elsayed, K. A. (2012). The influencing factors of managerial competencies among SMEs in Selangor, Malaysia: The results of quantitative study. Australian Journal Basic and Applied Sciences, 6(13), 111-122. Yu, H. C. & Miller, P. (2005). Leadership style: The X Generation and Baby Boomers compared in different cultural contexts. Leadership & Organization Development Journal, 26(1), 35-50. Zopiatis, A. (2010). Is it art or science? Chef's competencies for success. International Journal of Hospitality Management, 29(3), 459-467.
Published
2018-05-19
How to Cite
Kleynhans, C., Shai, M. P., & Roeloffze, A. (2018). Perceptions of Different Generations Regarding Managerial Competencies in Restaurants. Journal of Economics and Behavioral Studies, 10(2(J), 89-102. https://doi.org/10.22610/jebs.v10i2(J).2219
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Copyright (c) 2018 Carina Kleynhans, Malome Prince Shai, Antoinette Roeloffze
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