Personality and hospitable behavior

Authored by: Daphne Maria Dekker

The Routledge Handbook of Hospitality Management

Print publication date:  March  2014
Online publication date:  March  2014

Print ISBN: 9780415671774
eBook ISBN: 9781315814353
Adobe ISBN: 9781317804246

10.4324/9781315814353.ch6

 Download Chapter

 

Abstract

“We select for personality and train skills” (e.g. Tracey, Sterman and Tews 2007) is a well-known quote within the hospitality industry. The quote indeed sounds very convincing. Most managers and scholars agree that to please guests an employee needs to have a certain personality. When hiring staff, hospitality managers aren't just looking for experience and education (Harkinson, Poulston and Kim 2010). They look for something more. They are searching for something exclusive, a perfect blend between humor, kindness, and character. However, what is that personality that we are looking for within the complicated and changing world of hospitality? This chapter will provide more insight into this complex topic regarding frontline employees providing service to guests.

 Cite
Search for more...
Back to top

Use of cookies on this website

We are using cookies to provide statistics that help us give you the best experience of our site. You can find out more in our Privacy Policy. By continuing to use the site you are agreeing to our use of cookies.