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The theme of this paper is to address the issue of attitudinal training provision to hospitality and tourism staff. Despite a Jack of documentary evidence the paper seeks to demonstrate the shortcomings of current attitudinal training and outlines what is needed and how attitudes in the hospitality industry may be changed through attitudinal training. The paper first demonstrates, using a review of the literature, that hospitality training, and particularly training in Australia, has been geared towards skill-based training. The reasons for this bias are explored. This is followed by a rationale for the need for attitude training, drawing on the training literature, the hospitality literature, and the attitudinal literature. The paper then goes on to critique recent efforts to focus on attitudinal training in the hospitality industry, illustrating that these efforts have been motivated mainly by pressure from industry to improve customer service. Based on this critique the paper concludes with some recommendations for what exactly is required in the way of attitudinal training in the hospitality industry, and how this might be achieved.
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