Managerial Roles in Hotel Management: A Qualitative Study Based on the Cognitive Structures of Top-Level Managers

Top-level hotel managers’ roles in 5-star hotel organizations in Istanbul were examined qualitatively by employing cognitive mapping method with reference to Mintzberg’s (1973) managerial roles. The study collected data from six top level managers via the Laddering Interview Technique; and the data generated through the cognitive maps were analyzed by using the Decision Explorer 3.3.0 software. Findings suggest that top level hotel managers assume all of Mintzberg's interpersonal, information and decisional roles, and while the leadership role was found to be the most prominent role, the figurehead role has emerged as an important role in relation to the strategic management of corporate image and professional networks. New roles, which go beyond Mintzberg's original typology, have also been established based on the needs of contemporary hotel management. It was concluded that hotel management roles are consistent with the theoretical framework however evolve as a result of sector specific characteristics and dynamics.