Discuss The Importance Of Psychology In The Hospitality Industry

The Importance of Psychology in the Hospitality Industry

Treisel Falconer

Tourism Management

Western Hospitality Institute

Lecturer: Mr. James

ID No. : TM-102TF-D915

September 9, 2015

Abstract

This study applies the major concepts and research findings from a number of sources about psychology to hospitality. The study surrounds psychological perspectives and their application to hospitality, looking at topics such as customers’ motivation, personality and attitudes. It also examines ways in which individuals who are being hospitable can form a good customer relationship. It considers productive work flow, human resources management and the hospitality industry. The study should be of value as an introduction to the topic, and

(Mena 2014) highlighted that employees can have an extra conversation with customers instead of just asking what they would like to have. He also stated that people with extraversion personality tend to have a bigger smile on their face; a person with an introversion personality will not be able to provide excellent service that can exceed customers’ expectation. He went on to say that agreeableness is another factor contributing to psychology in hospitality, it is always important that employees do not say no to customers as this can avoid guests from feeling disrespected and not being treated fairly. Courtesy in the hospitality industry can contribute to the generating of income. Sangster (2007), states that psychology in hospitality is essential because it enhances productive work flow and assists with customers’ being comfortable. An industry which comprises of affable and patient employees portrays a good reputation with customers. Psychology is a determining factor that contributes massively to the hospitality industry. The customers are very important and the employees should maintain courtesy and suitable psychology in order to be