Personality meets satisfaction: a journey into the impact of hotel staff traits on guest experiences

Nuria Louzao; Claudia Heras-Gil; Montserrat Crespi Vallbona; Neus Mendoza

doi:10.14198/INTURI.29711

Autores/as

Nuria Louzao University School of Tourism, Hospitality and Gastronomy, España https://orcid.org/0000-0002-3871-8961
Claudia Heras-Gil University School of Tourism, Hospitality and Gastronomy, España https://orcid.org/0009-0000-8076-952X
Montserrat Crespi Vallbona Universitat de Barcelona, España https://orcid.org/0000-0001-8267-4786
Neus Mendoza University School of Tourism, Hospitality and Gastronomy, España https://orcid.org/0009-0007-4817-6880

DOI:

https://doi.org/10.14198/INTURI.29711

Palabras clave:

Big Five Theory, Customer Experience, Employee, Guest satisfaction, Hospitality, Personality Traits

Resumen

Even though Hospitality and Psychology are closely related fields, the in-depth exploration of their shared relationship remains limited. This research explores the correlation between employee personality traits and their impact on service quality during the arrival process at a four-star hotel in Barcelona.

The combination of a psychological model and a perceived quality model makes the research original in its approach. Based on a dual-perspective methodology rooted in both Hospitality and Psychology, the study leverages the Five Factor Inventory, known as The Big Five, to assess the personality traits of receptionists. Guest satisfaction is evaluated using the SERVQUAL model. Primary data was collected through a survey administered to the entire reception staff and customers (247 valid responses), complemented by a semi-structured interview with a psychology expert in order to gain deeper insights into personality dynamics.

The findings offer significant managerial implications, providing a scalable model applicable to various departments and processes. Furthermore, the methodology is presented step-by-step so as to facilitate the replication of the model in any type of accommodation establishment.

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