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How does Psychology Apply in Hospitality?

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Meiji Hoang

on 10 November 2013

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Transcript of How does Psychology Apply in Hospitality?

How Does Psychology Apply in Hospitality?
Personality Types

The Big-Five Personalities
- are outgoing and like social interaction
- do not argue and are apt to agree even when they don't want to do something
- follow rules and try to uphold standards
- do not handle stress well
Open to Experience
- need to constantly be challenged

"Spontaneous decisions regarding customers and employees are necessary in hotel and restaurant management. The best training comes from being in the midst of the work environment where situations, such as customer complaints or employee altercations, can be dealt with"


"Managers must understand the psychology behind the complaints and altercations. Understanding different personality types is key"
Workplace Stability
Overview of Concepts
Hotel management success is based on the ability to understand the psychological underpinnings of the industry. The ability to discern personalities that are suitable for different positions is the difference between a mediocre hotel and a successful one.
Guest Point of View
To ensure that each guest is treated equally regardless of their culture or personality
- If the employees check in every guest with a warm smile disregarding any stereotypes, the establishment will have happier guests

- Whereas an employee that will not help certain guests due to their race will not only cause problems with the employees but will make those guests feel uncomfortable and not welcome

- All guests want to have a smooth check in when arriving at a hotel which includes no discrimination. When they are being treated as any other guest there will be no complaints
Employee Point of View
Using Contract Theory to bring in- and out-group people together:
- For everyone to work towards a common goal such as checking in a long line of guests in a timely manner without complaints

- Each person has mutual interdependence with their coworkers to complete all of the check ins. This task will not be completed without everyone’s equal hard work

-By making sure that the employees are able to work with one another regardless of race or culture, this makes guests feel more comfortable
"Hotel managers deal with a variety of people. The ability to understand a variety of people and client personalities and reactions can help managers run their businesses more smoothly"
A statement that something is unsatisfactory or unacceptable

Without complaints, we assume that everything is fine and do not know how to make the business better.

Important because the customer wants to be a part of the company help improve on its service. This will help the company come up with strategies that will help retain and attract customers.

They also complain because sometimes their expectations have not been met and are not content
3 Types of Personalities that Can Harm a Hospitality Business
1. The Narcissist
A narcissistic person has extreme selfishness and in admiration of oneself and ones physical appearance.

It is important to take care of narcissistic people in a hotel because they will try to manipulate others and be careless about peoples wills. They will refuse to admit to their mistakes. Hotel employees can spot them by their body language and cockiness.

For employees, we must train them how to approach customers properly so in case they would not be offended. When customers have this type of personality we must pay extra attention to the guest because they will be extremely picky.

3 Types of Personalities that Can Harm a Hospitality Business
2. The Social Loafer
This personality means that they are more passive than a narcissist and will drive employees insane. They are usually lazy and do not wish to work. When hotels hire these types of employees they are damaging the business because no work will be done. This will result complaints from other employees and guests. They do not have much energy and do not pay attention to what other people are saying.

3 Types of Personalities that Can Harm a Hospitality Business
3. The Hyper-Emotional Hire

People like these do not know how to handle their emotions. Some employees that have this type of personality will do things that may not realize that is annoying such as slamming doors and constantly complaining about their life and work. We have to be careful when hiring employees like this because in a hotel, customers come to relax and treat themselves to a good day and would not want employees to make their stay uncomfortable.

How to Deal with Complaints
1. Provide customers with the opportunity to complain

2. Give customers your full and undivided attention

3. Listen completely

5. Agree that a problem exists; never disagree or argue

6. Apologize

7. Resolve the complaint. Ask politely again if there is anything else that can satisfy them more

8. Thank the customer for bringing the complaint to your attention
"If you do it right, then hopefully you get that big 'sigh moment', when the guest says: "Yes. They really get me. They understand what's important to me"
While the answer varies as much as guests do, a key factor in the psychology of hospitality is the abiding sense that hotels are an extension of home - but with an air of escapism. At hotels, you don't have to make your bed in the morning. One of the pleasures of a hotel is coming out of a shower, throwing your towel on the floor, and knowing that when you get back to your room later that day, the towel's going to be picked up and your bed's going to be made.

One of the big psychological issues is: How am I going to be treated? The relevance of applied psychology in hospitality emphasizes on the well-being of personnel and clients the business serves. It is therefore argued that this knowledge is indispensible for a manger entering the industry.

And now more than ever, that old hospitality-industry cliché "at your service" is a true selling point.
Receiving, processing and combining of received information
Types of Memory
Sensory Memory
Shortest time-frame in memory. The ability to sight an object and remember as an impression.
Memory in Hospitality
New employees will be taught on relevant information, while going through training
Adapting Memory in Hospitality
Sensory Memory
Remembering each and every guests that you come across would be a challenge. But majority tends to be an impression. Although it is hard to retrieve, some idea might be remembered.
Creates a permanent information which are encoded
Recall and recognize information which has been stored previously

Short-Term Memory
Often closely looked at as 'working' memory. Due to limited capacity, it can only recall period of events for several seconds up to a minute
Long-Term Memory
Inteded to store information for a long period of time. Although some memories will get weaken over time, the capacity is unlimited.
All training materials will act as information which will be stored for future purpose.

While in professional work place, information will be retrieved for professional use. In order for us to perform to the best of our ability, all skills will be adapted through guest interaction.

Short-Term Memory
Making a mistake will constantly be happening. As we face so many guests each day, a mistake will remind us that the next day who comes in line will not be facing the same situation again.
Long-Term Memory
Mainly coming from experience and background knowledge. Learning how to communicate through guest interaction, as well as learning the standards and the software of the hotel system. It hardens your skills through practice into memory
Being outgoing and like social interaction
When being in the hospitality industry, it is important that the employees reach out for customers to provide service. They can have an extra conversation with customers instead of just asking what they would like to have. Moreover, people with extraversion personality tend to have a bigger smile on their face. If an employee is introversion, he/ she will not be able to provide excellent service that can exceed customers’ expectation.

Agreeing on someone even when they don’t want to do something

It is always important that employees should not say “no” to the customers. This can avoid guests from feeling disrespected and not being treated fairly. Moreover, when dealing with a complaint, we first have to acknowledge the guests that we understand the situation, then by agreeing with the guests, it can ease their anger and we can then solve the problem in a more peaceful way.
Following rules and try to excel in the field and brings the quality up to standards

This can always improve the service quality which can boosts up the reputation of the hospitality industry. By having this type of personality, it can ensure that the hospitality industry will have less mistakes in operation.

Does not handle emotions well, mostly experience anxiety, anger, envy, guilt…etc.

If an employee experiences this type of personality, it is recommended that this person stays at back- of- house. Since they are not good at controlling their emotions, it is not a good idea to put them at a place where they have to communicate with customers.

Openness to Experience
Willing to accept challenges constantly

In a hospitality industry, it is more important that we deliver excellent service to the guests. If employees does not aim for better goal, there will not be improvements. If a person is willing to take up challenges, it is more favorable that this person can bring up improvements to the industry.
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