Managerial competences and management in hospitality: a study of Brazilian managers

Abstract

Part of the world's attention is focused on Brazil: an emerging country, host of the Confederation Cup in 2013, the Football World Cup in 2014, and the Olympic Games in 2016. In this context, hospitality presents itself as a market differentiator, in the quest for customer loyalty as well as these events. Managers of these enterprises are mainly responsible for the integration and implementation of management models. Focusing on the analysis of managerial competences and their management in the hospitality industry, a descriptive case study was carried out with quantitative and qualitative approaches, which featured 28 managers of hotels of three Brazilian states (Minas Gerais, São Paulo, Rio de Janeiro). The need to harmonise the idealised and the effectively experienced competences of Brazilian managers surveyed was discovered, given the differences observed. In addition, management of competences is based on the subjects’ own efforts, also affecting the hotel where they work.