Study On Hotel Department Managers' Role Cognition

As well known, department managers play important roles in daily management in hotels, where service is the main product. But the research on role cognition of department manager has always been ingored, while role cognition is positively related with job attitude and management performance.The author made research on role conflict and ambiguity, based on the theory of role cogition. Taking star-rated hotels in Changshang as example, the author surveyed the selected managers with questionaires on variables' relationship (between role conflict, role ambiguity and job satisfaction), then analysised those questionaires with statistical analytical methods(such as factor analysis, correlation analysis, regression analysis), which came to the main results as following: 1 .For department managers, self-cognition of manager's roles is different with expectation from others; 2. Star-rate of hotel, degree and job experence of managers will have prominent influence on the level of hotel managers' role conflict and role ambiguity; 3.Role ambiguity is not always bad, when role conflict is low, hotel managers will report more satisfaction in situations of high role ambiguity than in situations of low role ambiguity; 4.There are prominent relativities between those variables of hotel managers. After analysing on those results, the author put forward some operational suggestions about management to instruct the selection and training of managers.