Waiter, there’s a fly in my coffee!

Lindsay Neill,Ayeesha Taylor,Nigel Hemmington

doi:10.24135/hi.v5i2.114

Abstract

Waiter, there’s a fly in my coffee!

Highlights

Lindsay Neill is an AUT senior lecturer in hospitality management, with research interests in vernacular culture, food, identity, and popular culture
How can restaurateurs and hoteliers ‘sell’ revised-price-products to their customers? Clearly, increased revenue can be achieved through both marginal price increases and up-selling to increase average customer spend. We propose that both of these goals can be achieved if employers embrace the concept of hospitality as an experience [4, 5], where the performance of staff is central [6], and where the experience is delivered with ‘hospitality personality’
The characteristics of the hospitality personality have been explored by many authors [8,9,10] and include, agreeableness, extroversion, openness to experience, conscientiousness, and emotional stability; some research reveals that neuroticism is a hospitality characteristic in hotel receptionists

Summary

Introduction

Lindsay Neill is an AUT senior lecturer in hospitality management, with research interests in vernacular culture, food, identity, and popular culture. Ayeesha’s interest in documentary film making motivated the research for this paper and provided the framework for her short documentary, Tall Poppy Chopping. We propose that both of these goals can be achieved if employers embrace the concept of hospitality as an experience [4, 5], where the performance of staff is central [6], and where the experience is delivered with ‘hospitality personality’.

Results

Conclusion