Frontline employee-driven change in hospitality firms: an analysis of receptionists’ personality on implemented suggestions

Abstract

Purpose

Frontline employees’ suggestions are relevant for employee-driven organisational change because their knowledge is partially constructed from direct contact with customers and indirectly with competitors. The employee’s personality is a paramount individual characteristic that can exert a major potential influence on the proposal and implementation of those suggestions. This study aims to discuss the impact of the personality dimensions in the Big Five model (i.e. extraversion, neuroticism, conscientiousness, agreeableness and openness to experience) on suggestions generated by frontline employees and implemented in their firms.

Design/methodology/approach

A questionnaire was prepared based on a review of the academic literature. The 5 presented hypotheses were tested with data from 167 frontline employees from hotels in Tenerife (Spain).

Findings

Results show the relevance of frontline employees’ three characteristics of personality regarding the employee-driven organisational change. Thus, their extraversion, neuroticism and lack of direction tend to be relevant drivers of the suggestion and implementation of change.

Practical implications

Frontline employees act as change agents in hospitality firms. Managers should develop recruitment processes that allow to select individuals prone to proposing innovative suggestions and creating a friendlier system for submitting and defending them.

Originality/value

Employee-driven organisational change becomes crucial for the survival and growth of hospitality firms. Relatively few studies have been conducted on the role of frontline employees as change facilitators in the sector. This study contributes to shedding light on this research gap from a personality approach and the study also provides practical implications to increase valid suggestions in the hospitality sector.

Citation

González-González, T., García-Almeida, D.J. and Viseu, J. (2021), "Frontline employee-driven change in hospitality firms: an analysis of receptionists’ personality on implemented suggestions", International Journal of Contemporary Hospitality Management, Vol. 33 No. 12, pp. 4439-4459. https://doi.org/10.1108/IJCHM-05-2021-0645