Inter- and Intrapersonal Skills of International Hospitality Professionals

  • Réka Somlai Szent István University, 2100 Gödöllő, Práter Károly u. 1, Hungary
Keywords: extraversion, interpersonal soft skills, front desk agents, torusim

Abstract

The study focuses on extroversion personality trait and inter- and intrapersonal skills among Front Desk Agents in the hospitality industry in Hungary and Spain. The first aim of the study is to examine participants’ extroversion level. The second aim is to research what the soft skills are that Front Desk Agents find important to possess to be a successful employee. International comparison is important in both focus points. Findings are based on the results of an online survey. Participants are Hungarian and Spanish Front Desk Agents from various types of accommodations. The results suggest that both, Hungarian and Spanish participants consider themselves extroverted, on a fairly high level. Both Hungarians and Spanish participants find communication, problem solving, conflict resolution, stress management and empathy very important to be successful. They use similar skills at their everyday work like communication and customer orientation. Hungarians more often use practical skills like problem solving, Spaniards rather use skills that are related to creating a good atmosphere, such as friendliness and positive attitude. Both groups would teach communication, problem solving, empathy and customer orientation at tourism courses. Hungarians would add stress management, independency and conflict resolution; Spaniards also mention flexibility and patience. The results of this study can be used as a base for trainings for front desk agents at the hospitality industry and could be useful information for designing and organizing university courses.

References

Bar-On, R. and Parker, J. D.A., (2000). The Handbook of Emotional Intelligence: The Theory and Practice of Development, Evaluation, Education, and Application at Home, School, and in the Workplace. San Francisco, CA: Jossey-Bass.

Carver C. S., and Scheier M.F (2014). Perspectives on Personality. (8th edn.). Boston [etc.]: Pearson Education.

Enescoa I., A. Navarro, I. Paradela, and S. Guerrero (2005). Stereotypes and beliefs about different ethnic groups in Spain. A study with Spanish and Latin American children living in Madrid. Applied Developmental Psychology, 26 (2005), pp. 638–659.

Grobelna, A. (2015). Extraversion and its Importance in the Hospitality Workplace. Analyzing the Selected Job Outcomes. International Economic Problems of Tourism, 3(31), 105-124.

Hofstede, G., and Hofstede, G. J. (2008). Kultúrák és szervezetek. Az elme szoftvere. Pécs: VHE Kft.

Hunyady G. (1997). A nemzeti identitás és a sztereotípiák görbe tükre. Új pedagógiai szemle 47(10), 45-59.

Hunyady G. (2001). Nemzetkarakterológiák. Budapest: Osiris Kiadó.

Smith E. R., and Mackie D. M. (2015). Social psychology. New York, NY: Psychology Press.

Jani, D., and Han, H. (2014). Personality, satisfaction, image, ambience, and loyalty: Testing their relationships in the hotel industry. International Journal of Hospitality Management, 37, 11-20.

Katz, R. (1974). Skills of an effective administrator. Harvard Business Review, 52(5), 90–102.

Kim, H. J., and Agrusa, J. (2010). Emotional intelligence and coping styles among hospitality industry employees. International CHRIE Conference-Refereed Track 8.

Makomere, J., and Korir, J. (2017). Measuring extroversion personality traits of hotel employees in Kenya. European Journal of Business and Social Sciences, 6(01), 99-106.

Matera C., Giannini M., Blanco A., Smith P. B. (2005). Auto stereotyping and national identity in the Spanish context. Interamerican Journal of Psychology, 39(1), 2005, p. 83-92.

Mayo, C., and Thomas-Haysbert, C. (2005). Essential competencies needed by hospitality and tourism management graduates as determined by industry professionals and hospitality educators. Consortium Journal of Hospitality and Tourism, 9(2), 5–17.

McGarty C., V., Yzerbyt, Y., and Spears R. (2002). Stereotypes as Explanations: The formation of meaningful beliefs about social groups. New York, NY: Cambridge University Press.

Pearlin, L. I., and Schooler, C. (1978). The structure of coping. Journal of Health and Social Behavior, 19(1), 1-21.

Razali, N. A., Ramlan, H., and Hashim, S. L. M. (2017). A study on personality factor and employee service performance. Journal of Humanities, Language, Culture and Business, 1(4), 170-180.

Robles, M. M. (2012). Executive perceptions of the top 10 soft skills needed in today’s workplace. Business Communication Quarterly, 75(4), 453-465.

Spencer, L. M., and Spencer, S. M. (1993). Competence at work: Models for Superior Performance. New York, NY: John Wiley and Sons.

Stevens, M. A., and Campion, M. J. (1994). The knowledge, skill, and ability requirements for teamwork: Implications for human resource management. Journal of Management, 20(2), 503–530.

Hofstede Insights (2019a). Country Comparison: Hungary and Spain. Available at: https://www.hofstede-insights.com/country-comparison/hungary,spain/ [25. 11. 2018].

Hofstede Insights (2019b). The 6 dimensions of national culture. Available at: https://www.hofstede-insights.com/models/national-culture/ [25. 11. 2018].

Published
2019-11-16
How to Cite
Somlai, R. (2019) “Inter- and Intrapersonal Skills of International Hospitality Professionals”, Mednarodno inovativno poslovanje = Journal of Innovative Business and Management, 11(2), pp. 41-50. doi: 10.32015/JIBM/2019-11-2-5.
Section
Original article