THE RISE OF THE HOSPITALITY MANAGER
New demands are emerging in the service sector that require people-oriented managers who also understand the technical aspects of operating large facilities. Our research shows a need for new “transversal” professionals capable of merging hard technical abilities with soft relational ones. A prime example is a new generation of Hospitality Managers that fulfill the hospitality needs of employees in ways that facilitate organisational happiness and engagement.
CAPTURING THE ORGANISATIONAL VALUE OF HOSPITALITY SERVICE OFFERINGS
A growing number of companies are establishing a new function to regain links with the elements that increase performance and agility within an office that generally goes by the title of Hospitality Manager.
Executives are increasingly aware of the value that attending to the humanistic needs of an office can bring to the organisation. Research shows, for instance, that providing the basic elements of ergonomy, such as good lighting, workplace ventilation and green spaces, can result in greater work satisfaction with an eventual positive impact on workplace performance. 1,2,3 Other companies are Facebook or Alphabet (Google), for example, have rendered their facilities into “campuses” with spaces meant to generate collaboration and informal exchanges while reducing stress levels. The companies further facilitate many of the personal life activities of employees, such as dry cleaning, child care or even making dinner reservations or arranging for flower delivery. The goal of these services is to free employees of mundane concerns so that they can attend more fully to their professional work.
