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Research finds hospitality bosses aren't respected

21 March 2011
Research finds hospitality bosses aren't respected

Hospitality staff lack respect for their bosses, according to a new survey.

It found that more than half (57%) were not motivated by their managers while 39% do not respect them.

The survey commissioned by People 1st and ICM displayed one of the highest figures amongst sectors polled, much higher than the national average of 27% and 48% respectively.

The findings highlight the impact poor management and communication skills is having on Britain's economy, including high staff turnover, low retention, poor customer service and reduced productivity.

Nearly two-thirds (60%) of hospitality managers have not helped their staff to develop their careers further, while four in 10 (39%) claim they do not like their managers and 29% confided that their superiors talk down to them.

Sharon Glancy, director of The People 1st Training Company, said: "The way that people feel about their business influences the way in which they engage and interact with customers.

It's critical that companies fully appreciate the impact poor management and communication skills can have on their business, particularly in the run-up to the Olympic Games and other high-profile events."

Miles Templeman, director general at The Institute of Directors, said: "Old authoritarian styles of management are fast becoming obsolete as the findings highlight. Employees expect to be recognised and respected for the contribution they make to their organisation and expect far more from their leaders and managers, particularly during these turbulent economic times.

"Those who succeed very often appreciate the value of their staff and are able to inspire a self-generating machine that takes ownership for their part in driving forward the business by providing an exceptional customer experience."

On a positive note, 43% of employees reported that their managers recognised their contribution at work and 63% felt that their managers were accessible, while 70% of employees also revealed that their managers had provided constructive criticism.

Other sectors involved in the survey highlighted some interesting differences of opinion among employees. While transport services and manufacturing/production generally fared the worst on many categories, hospitality managers came a close second for not developing staff careers and generally not being liked or respected.

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By Gemma Rowbotham

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