La personalidad encuentra la satisfacción: Un Viaje hacia el impacto de los rasgos del personal hotelero en las experiencias de los huéspedes

Abstract

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.