The methods that hotel managers use to manage the conflicts with their subordinates

SUMMARY THE METHODS THAT HOTEL MANAGERS USE TO MANAGE THE CONFLICTS WITH THEIR SUBORDINATES Key Words: Hotel Management, Hotel Principles, Conflict Management The aim of the research which, consist of three parts is to discover the methods that principles use to manage the conflicts with the subordinates. In the first part, general information about hotel management, administration and administrator is given, management in hotels, organization and administration-administrator topics are examined. In the second part, concept of organizational conflict, its reasons, process and managing the organizational conflict are analyzed and the methods that managers used or can use in managing the conflict takes place. In the third part, a case study to explore these methods which 4 and 5 star hotel managers use, to manage the conflict that occurs with the subordinates, takes place. To carry out the aim of the research, literature research on organizational conflict and management of conflict was made and a questionnaire was developped in order to describe the present condition and to collect data. The questionnaire was applied face to face to 205 managers who work at different steps of administration of 4 or 5 hotels activating in Ankara. In the questionnaire the most common accepted 6 methods and 30 behaviours that principles use or can use in the literature such as collaborating, avoiding, compromising, compensations, forcing, organizational preventive measures and problem solving, that principles use/ can use to manage organizational conflict, was discussed. With the questionnaire that was used in the research, all kinds of behaviour, and methods that can be used to manage the conflicts with subordinates are anlyzed and explored if the method or the point of view differs due to personal characterictics of the principles or not. Data which were collected by questionnaires were also analyzed and commented by statistical methods. As a result of anlysis of the data obtained, it was established that principles use, mostly method of collaborating at the highest ratio, avoiding method at the least ratio.In the research there has been a significant difference between hotel principles personal characterictics (as, sex, department, managerial position, years of management) and their rank of conflict management usage. XI