Attitudes at the frontline: profiling service predispositions of hotel workers

Abstract

This study assesses service predispositions of hospitality workers in Tropical North Queensland hotels. It aims to identify attitudes which enable hotel employees to provide quality service. Data was collected from 272 employees from six hotels in Cairns. The Service Predisposition Instrument (SPI) was used to measure work-related attitudinal variables that may contribute to an individual's service predispositions. Significant differences were found at the organisational and departmental levels but, more importantly, similarities between individuals from different establishments indicated the presence of overarching hotel service 'norms'. The service dimensions of 'disposition', 'communication', 'performance' and 'implementation' showed no significant differences and suggests that individual's presentation of these dimension sis consistent across departments, organizations and the hotel industry. These results are of importance as they imply that posited innate attitudes or predispositions necessary for effective service delivery could provide a new focus for hospitality managers when recruiting, training and maintaining staff.