Jill Poulston

Hospitality workplace problems and poor training: a close relationship

Purpose – This paper seeks to examine common hospitality problems with the aim of identifying relationships between them, and the central issue.Design/methodology/approach – Self‐completed questionnaires were used to collect data from hospitality students and employees, and analyses of variance used to identify relationships between the problems, and isolate the central issue.Findings – The paper finds that poor training is associated with workplace problems, and improving training is likely to reduce problems such as under‐staffing and theft.Research limitations/implications – The collection of data on exact lengths of employment would have facilitated a more rigorous analysis of the causes and effects of staff turnover and is recommended for future studies of training and turnover.Practical implications – Investment in training is recommended even when turnover is high, as training reduces workplace problems.Originality/value – This study focuses on the relationships between problems, rather than invest...

Working Conditions in Hospitality: Employees' Views of the Dissatisfactory Hygiene Factors

This study explores the nature of hospitality workplaces by presenting comments from employees about unfair, unethical, and illegal practices in their workplaces. A qualitative methodology is used to capture and present a range of problems, rather than the frequency with which each occurs, and the focus is primarily on the difficult nature of hospitality work. The conclusions are largely informed by Herzbergs (1959) two‐factor theory, which states that unless an employees ‘hygiene’ factors are satisfied, motivating factors such as opportunities for advancement will have no effect, leaving the employee unmotivated and dissatisfied. DiPietro and Condly (2007) found a significant link between poorly motivated employees and their desire to quit their employment, providing an important but logical connection between Herzbergs hygiene factors and staff turnover. Working conditions experienced by participants in this study indicate that their motivation would have been severely impeded because of dissatisfaction with their pay, their supervisors, and their working conditions generally. The most likely outcome of their poor motivation and dissatisfaction is that they will seek alternative work.

Constructive Dismissals in Hospitality: Perceived Incidence and Acceptance

Abstract This study examines the perceived incidence and acceptance of constructive dismissals in the New Zealand hospitality industry, and identifies the characteristics of employees strongly associated with constructive dismissal. The study expected to reveal managements passive support for constructive dismissal, but instead showed managers are substantially unaware of the levels of bullying and harassment reported by staff and supervisors. High incidence levels of constructive dismissals are associated with supervisors and casual employees, and low levels with older employees, higher salaries, and managers. Responses on perceived incidence of constructive dismissals from supervisors and full-time employees implicate them as the primary cause, and casual employees as the primary victims.

The Persistent Paradigm: Older Worker Stereotypes in the New Zealand Hotel Industry

In this article, the authors analyze stereotypical views about older workers in the New Zealand hotel industry to determine their likely influence on labor shortages. Data were collected from senior hotel managers using postal and online questionnaires. Overall, respondents were, at best, 80% or less confident in older workers’ skills, attitudes, and abilities, and at least 42% confident. Results show the tendency to hold stereotypical views, which may limit the recruitment of older workers. Recommendations for overcoming labor shortages include the need to shift from the paradigmatic view of youth as the main labor source, to appointing staff on the basis of individual skills and attributes.

An Examination of Leader–Member Exchange (LMX) Agreement Between Employees and Their Supervisors and its Influence on Work Outcomes

Abstract This study examines the concept of leader–member exchange (LMX) agreement, which reflects subordinates’ and supervisors’ perceptions of LMX, and its relationship with employees’ organizational commitment and turnover intent in the Indian hospitality industry. The sample studied includes 240 frontline employees and their 35 supervisors in Indian hospitality businesses, providing data on 240 employee–supervisor dyads. Structural equation modeling was used to test research hypotheses. Results indicate that LMX agreement has a positive relationship with organizational commitment and a negative relationship with the turnover intentions of hospitality workers. In particular, the relationship between LMX agreement and organizational commitment is stronger for older and longer tenured employees than for their younger and shorter tenured counterparts. This study attempts to understand both subordinates’ and supervisors’ perspectives of LMX simultaneously. It is also one of few studies to examine a relatively new concept, LMX agreement, and its relationships with work outcomes in the hospitality context.

Managers’ perceptions of older workers in British hotels

Purpose – The purpose of this research paper is to identify the perceptions and stereotypical views of hotel managers to older employees in the British hotel industry, with a focus on the north of England, and to determine the equal opportunities policies and practices of hotels in relation to older workers and the types of jobs deemed suitable or not suitable for older employees. Design/methodology/approach – The method used in this exploratory study was a survey incorporating a postal questionnaire. The questionnaire was sent to 144 hotel managers in hotels with a minimum of 20 bedrooms in the north of England. In all, 36 completed questionnaires were returned. Data were analysed using Predictive Analytics Software (PASW). Findings – The results of the survey clearly point to hotel managers having overwhelmingly positive views of older workers (confirming the findings of Magds, 2003 survey), although some managers did age-stereotype certain jobs as being not suitable or suitable for older hotel workers...

Hospitality entrepreneurship: a link in the career chain

Purpose The purpose of this study is to investigate the motivational factors behind the transition of successful hospitality entrepreneurs in New Zealand, back into paid employment. Design/methodology/approach In all, 16 interviewees were recruited using the snowball technique and their stories examined using a narrative analysis technique. Findings Motivational factors were categorised into seven themes of family, work–life balance, health and stress, age, planned exit, stagnation and intuition. Poor work–life balance was identified as a consistent factor in decisions to sell hospitality businesses. Although lifestyles were self-imposed, they were exacerbated by the conflicting needs of family, customers and the owners themselves, several of whom worked to exhaustion. Research limitations/implications Implications for prospective entrepreneurs include considerations of work–life balance and the true costs of hospitality business ownership. Originality/value This is the first study of motivations for leaving a successful hospitality business and moving into paid employment. As research is sparse on reasons for this transition, this study provides an understanding of this phenomenon and insights into the extraordinary challenges of hospitality entrepreneurship in New Zealand.

Fact, fiction, and feng shui: an exploratory study

Purpose – This exploratory study aims to determine whether a relationship is likely to exist between good feng shui and success.Design/methodology/approach – The feng shui of eight hotel foyers and entrances were evaluated against 20 criteria, and managers asked to comment on the success of their hotels. Results were examined for possible relationships between feng shui and their descriptions of success.Findings – Similarities between the reported success of hotel and feng shui evaluations were found in six out of the eight hotels in the study.Research limitations/implications – Responses on success were subjective and based on five criteria, which were insufficient to determine the existence of a firm relationship between actual success and feng shui. However, this was an exploratory study, and the relationships were sufficiently strong to warrant further research.Practical implications – Findings suggest that feng shui offers useful design principles, and hotels with good feng shui are described as bein...

Strategy Communication in Family-Owned Restaurants: Ad Hoc and Ad-Lib

ABSTRACT Most New Zealand restaurants are small family-owned businesses, which could be expected to communicate their purpose, business strategy, and goals to their employees. However, this expectation may be at odds with the informal mode of a family operation. This exploratory study therefore examines the communication of strategies in family-owned restaurants to determine the likely impact of family ownership on strategy communication. Interview data from family business owners and employees indicate that communication was largely ad hoc, relating to tactics more than strategies, and that many owners lacked the skills needed to operate a profitable and successful business. The weak understanding of strategic business skills identified may explain the high rate of failures identified in the New Zealand restaurant industry.

Gastronomy or Food Studies: a Case of Academic Distinction

ABSTRACT This article addresses the complexities in differentiating gastronomy from food studies as an academic topic. We use the case of Auckland University of Technology’s development of a Master of Gastronomy to illustrate the importance of the distinction. The literature review discusses the similarities and differences between these two domains, and the case study explores the processes and problems encountered in establishing the degree as a background to addressing the challenges inherent in naming a qualification. The combination of these topics and their discussion is timely as the academy realizes an increased offering of gastronomy and food studies programs. This article therefore outlines local processes and key decisions to assist others with decision-making processes as they develop similar programs.