"Military services", malices, and delights of management role: the hospitality sector in focus

Abstract

The objective of this article was to reflect on the management role in hospitality sector and, for in such a way, carried through a research of qualitative nature, with use of the interview as main instrument of collection of data, in whose analysis it was used "content analysis". In the theoretical referencial, the peculiarities of this function had been argued in terms of "military services" (daily performance, contradictions, spallings, challenges), "malices" (relations with other social actors, as subordinates, superiors and customers) and "delights" (positive expectations, questions about power, status, accomplishment), denoting its particularities in the organizational context. After to present and to analyze the content of the 21 interviews, they had been perceived homogeneities concerning the relationships of managers with subordinates, superiors and customers, and difficulties about the understanding of their paper and the professional qualification in the sector. To the end, pertinent aspects to the academy and the investigated function had been pointed, beyond possibilities of research.