Professional Documents
Culture Documents
Abstract
Front Office has always been a particular issue in the hospitality industry. In particular, the focus
has always been on the frontline employees, who are constantly facing the pressures of being
able to respond promptly. In fact, they interact face-to-face and in real time nature with
customers; therefore, their attitudes and reactions can strongly influence their performance. To
better understand (1) the main causes of stress for front-office employees and (2) explore
whether these pressures can jeopardize the performance, a questionnaire survey was conducted
in four-star hotels belonging to the same hotel chain based. Through this study, it is possible to
understand whether and how work-pressures are able to compromise frontline employees’
performance. The outcomes are relevant for the management since they will suggest specific
solutions to be implemented in order to facilitate the interaction between employees and guests.
Questionnaires were administered to 127 frontline hotel employees. From their responses, it
emerged that they suffer from work-related stress mostly due to the lack of control, support and
for the amount of job-demands. However, the stressors are not sufficient to jeopardize their
performance.
Keywords:
The term
hospitality industry
refers to a business whose aim is to offer accommodation and serve food and beverage for a
lucrative purpose (Lucas 2004). These different kinds of operations are personally handled by the
employees who make sure that the guests feel welcome and comfortable. For this reason, human
resources are actually the most important asset for all the organisations in tourism and hospitality
since they are the first point of contact between the company and its clients (Ivanovic and
Blazevic 2009). In recent years, the hospitality industry is benefitting from a continuing growth
due to the numerous people that are travelling (Ernst and Young 2015). Nevertheless, the more
the players in the market, the more the competition (MaketLine 2015). As a result, in order to
stay competitive, hotels need to develop their human resources; in fact, providing better service
experiences compared to the competitorsÕ increase customer loyalty (Kim et al. 2009).
Nevertheless, as specified by Baum (1995), the majority of the hospitality environments are
characterised by low payment, high turnover, difficulties in recruiting skills, poor status and
irregular hours and are expected to be friendly and pleasant. Indeed, the product of this industry
is first and foremost the guestsÕ experience (Barrows and Powers 2008). Despite technical
improvements, the relative status for workers in the industry has not recovered. Therefore, high
turnover rate and low service standards are just two of the consequences that an organisation has
to face (Boella and Gross-Turner 2013). In addition, considering the 24/7 nature of hotel industry
business and the Ôreal-timeÕ culture, it can be posited that hospitality jobs are stressful
(Sampson and Akyeampong 2014). In particular, the prime candidates for experiencing negative
feelings are the frontline employees who are required to respond promptly (Zhao et al. 2014).
Many researches have demonstrated that any time the frontline employees suffer from work-
related stress, the job performance and the customer satisfaction tends to decline (OÕNeill and
Davis 2011). As a consequence, the companies have to understand the causes and the
consequences of work-related stress in order to minimise them (Boella and Gross-Turner 2013)
3-Well Performed 2-Performed 1- Not Performed