Service Orientation: How Do You Know When a Job Candidate Has It?

By Doug Walner President & CEO, Psychological Services, Inc. | October 21, 2015

Service orientation, aka personality traits and a predisposition to be helpful, thoughtful, considerate and cooperative, can impact your company's reputation for customer service - an important factor for success in the hospitality industry. Some people have it... and some people don't. Some people appear to have it (especially during job interviews), but, in reality, they're not suited for a service oriented position.

Recent research has shown that being able to predict employee customer service behavior before an employee is hired would be extremely valuable to hospitality managers who must select and assess applicants for service orientated positions (Baydoun et al., 2001). Accordingly, the quality of service can be enhanced if an employer selects individuals for service positions who have the requisite personal characteristics.

However, before we can delve into determining if a job candidate is blessed with "service orientation" we must explain what exactly this term means.

Since the late 1990's, services have become an increasingly important part of the U.S. economy. By 2002, service-producing industries accounted for 81.5 percent of total US employment, with some 179, 733, 700 employees engaged in service work (U.S. Department of Labor, 2003) - and these numbers continue to rise.

Not surprisingly, this rapid growth of the service sector comes with a heightened focus on customer relations or customer service - especially in industries like hospitality where so often guests judge their experiences based on how they're treated by the staff. Based on this, it is in these companies' best interest to attract, recruit and retain employees who are customer service oriented.

What is Service Orientation?

Coming up in January 2018...

Mobile Technology: Relentless Innovation

Technology has become a crucial component in attracting and retaining hotel guests, and the need to enhance a guest’s technology experience is driving a relentless pace of innovation. To meet and exceed guest expectations, 54% of hotels will spend more on technology in 2018, and mobile solutions in particular will top the list of capital investments. Many hotels are integrating mobile booking, mobile keys, mobile payments and mobile check-in into their operations. Other hotels are emphasizing the in-room experience, boosting bandwidth and upgrading flat screen TVs to more easily interface with guest mobile devices. And though not yet mainstream, there are many exciting technology developments on the near horizon. The Internet of Things (loT) is taking form in some places, and can be found in guest room control systems, voice activation systems, and in wearable sensors that can be used for access and payment options. Virtual reality headsets are available at some hotels so guests can enjoy virtual trips to exotic locations or if off-property, preview conference facilities and guest rooms. How long will it be before a hotel employs a fleet of robots for room service, or utilizes a hologram as a concierge, or installs gesture-controlled walls that feature interactive digital displays? Some hotels are already using augmented reality for translation services, or interactive wall maps, or even virtual décor. This pace of innovation is challenging property owners and brands to stay on top of the latest technology trends while still addressing current projects. The January Hotel Business Review will explore what some hotels are doing to maximize their opportunities in the mobile technology space.