Reception staff and the guest complaint: problem‐solving response styles among potential employees

Abstract

Investigates problem‐solving response styles among a sample of school leavers, many of whom will soon seek employment in the hospitality/tourism industry. Also explores a range of human resource management variables which may predict major response styles. Notes the emergence of two fundamental response styles, one involving avoidance of the problem and one involving the acquisition of more information in the solution of the problem. A variety of hospitality/tourism industry occupational and work context preferences has been found to predict both response styles, as has a range of service quality ideals such as being calm in a crisis, neat appearance and being blunt. Finally, examines the implications of these findings for management within the hospitality/tourism industry and for individual employees.

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