THE EFFECT OF DETERMINING THE IMPLICIT LEADER TYPE IN THE MIND OF STAFF WORKING IN HOTEL ENTERPRISES ON PRODUCTIVITY AND SERVICE QUALITY

Abstract

The mental perceptions of the staff working in hotel enterprises are of great importance. The aim of this study is; to determine whether the hotel owners take into account the opinions of the employees when choosing the people in the leading positions to manage their hotels and the suitability of the hotel manager appointed as the authority to the leader type in the mind of the employees to determine whether it affects the efficiency, service quality, customer satisfaction and profitability accordingly. The phenomenology design, one of the qualitative research designs, was used in the study. Interviews were made with 12 hotel owners operating in the provinces of Istanbul, Antalya, Balıkesir, Bursa, Kars and Çanakkale in order to obtain data in the study. In addition, focus group discussions were held with 16 staff working in different hotels and questions were asked to determine the type of leader in their mind. The data obtained were evaluated by considering the stages of content analysis technique. According to the findings of the research; It has been observed that the hotel owners do not communicate with their staff on this issue while selecting the people to manage their hotels, and they make the selection decisions in line with their own opinions and wishes. In addition, it was determined that the staff were not aware of the selection of managers, and the hotel owners had to work with the manager they appointed. The results obtained from the study support this. Hotel employees are forced to work with managers they do not want or adopt, leading to a decrease in service quality, customer satisfaction and productivity, and consequently a decrease in profitability. Based on the results, suggestions were made to the hotel owners on the subject and the effects of implicit leadership were discussed in detail.