Zaina Theresa
Auckland Institute of Studies, New Zealand
Title: Retirement villages: Hospitals or hospitality operations– Management attributes and traits
Biography
Biography: Zaina Theresa
Abstract
The authors of this paper noted the rapid growth of large retirement villages in Auckland, New Zealand. Many of these have several hundred units ranging from independent living to care home facilities. A number of large corporate organisations have become major players in this sector. Similarities were noted between how these operate and hotel corporations managing resort properties. The researchers therefore wanted to investigate who the people who are managing these facilities are, what their roles involve, and where they have come from in terms of educational background and industry experience. As there has been very little academic work done in this area from a hospitality management perspective, the researchers conducted an exploratory study gathering qualitative data through five in-depth interviews with the ‘village managers’ in charge of these retirement complexes. A range of organisations were included in this purposive sample from large international providers to an independent charity with one site. Findings were that managers were mostly well-qualified with degrees or post-graduate qualifications. Many had hospitality industry experience. None had a medical background although they all acknowledged the importance of the clinical services manager who reported to them. All emphasized the importance of a strong and committed team of staff, and the importance of building long-term professional relationships with residents who are well-educated professionals with high expectations. All of them expressed high levels of satisfaction with their roles and concern about the ability to recruit staff for the future.