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Empowering Front Office Professionals with Understanding of Guestsa Personality Psychology

Mr. Rajiv Mishra
Mr. Rajiv Mishra * § DLitt, PhD, MTTM, MHM, MBA, BHM, FIH, FMBRC, FHIS, FABI, FIIP, FCEGR, FRIOASD, FSASS, MIMA, MISTD, MISTE, AMT (AIMA), Dean – School of Hospitality & Tourism, Galgotias University, Greater Noida.
§ Welcomgroup Graduate School of Hotel Administration,...
‡ Directorate of Distance Education, Lovely Profession...

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Abstract

Purpose: To become a successful front office professional, a person needs to be comfortable with interacting with strangers and dealing with various hotel-guests issues. To do so effectively, a front office manager needs to understand and apply appropriate findings of psychology. Personality psychology is a branch of psychology that studies personality and individual differences. For years, practitioners of applied psychology have tried to help companies identify personality types of customers and teach them how to handle each of these. By understanding the personality styles of guests, front office managers can easily accommodate the needs of each type. This conceptual paper analyses some of the findings of personality psychology which have direct implications for front office managers and professionals. Design/methodology/approach: The types of personality and the principles discussed in the paper are arrived at through review of related literature and by interacting with the successful hospitality professionals and practitioners of applied psychology. Findings: Along with the notable Big Five model of the personality, the paper enlists the characteristic of various sub-categories of the guests after broadly classifying them into various heads in relation to their planning, booking, pricing, lodging and complaining habits and discusses their implications for front office professionals. Value: The knowledge and understanding of various personality types of guests would guide the front office professionals to plan their strategy to deal effectively with different types of guests in all of their job functions.

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

How to Cite This Article

Mr. Rajiv Mishra, Dr. Kulwinder Pal. 2014. "Empowering Front Office Professionals with Understanding of Guestsa Personality Psychology". Global Journal of Management and Business Research - A: Administration & Management GJMBR-A Volume 13 (GJMBR Volume 13 Issue 42 (A12)).

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords
Classification
GJMBR-A Classification JEL Code: O32
Version of record
v1.2

Issue date
December 9, 2013

Language
English
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Empowering Front Office Professionals with Understanding of Guestsa Personality Psychology

Rajiv Mishra
Rajiv Mishra
Kulwinder Pal
Kulwinder Pal