8. Conclusion
8.3 Potential for future research
After going through all the interviews, there was identified a potential for a future research on the importance of people for the Front Office employees, respectively, other employees, management and the guests as a personality trait. The word ‘people’ appeared in many answers to different questions. It is undeniable, that the work itself at the Front Office within the hotel industry in its core is about working with people by assisting the guests and participating in creating memorable experiences. Thus accordingly, it does not come as a surprise, how much Front Office employees like working with people.
One of the former receptionists (F3) even mentioned, that ‘colleagues and the management are almost more important than the job itself’. Likewise, one of the supervisors (S3) mentioned that he generally is interested in the hotel industry, because of people and being in such a direct contact with them. Moreover, he emphasizes, that making the guests happy is the most meaningful part about his job. Most desirable employee traits in the hospitality industry are ‘working with people, excitement and being able to serve’ (Brown, et al., 2015, p. 134), whereas the least desirable traits are ‘long hours and working conditions’ (Brown, et al., 2015, p. 134). Moreover, according to Ashton’s (2017) research on employee satisfaction and retention in Thai hotel industry, employee traits and attitude towards service work are the most important aspects for employee satisfaction in Thai hotel industry.
However, due to time and space limitations this was not discussed in the thesis, but as mentioned above has a potential for a future research.
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