Attitudinal similarities and differences of hotel frontline occupations

Richard N.S. Robinson*, Anna Kralj, David J Solnet, Edmund Goh, Victor J Callan

*Corresponding author for this work

Research output: Contribution to journalArticleResearchpeer-review

43 Citations (Scopus)



The purpose of this study is to identify across a number of workplace variables the similarities and differences in attitudes between three key frontline hotel worker groups: housekeepers, front office employees and food and beverage front-of-house staff. 


A qualitative study was conducted using 25 semi-structured interviews with frontline workers employed in full-service hotels across Eastern Australia. Analysis was augmented through the Leximancer® software package to develop relational themes in the aggregation and disaggregation of the occupations. 


Although work/life balance was a common theme across the three occupations, several distinct attitudinal differences emerged, in particular regarding perceptions of one occupational group towards another. 

Practical implications

This study highlights the importance of hotel managers being cognisant of occupational differences and collecting data capable of assisting in the identification of these differences. Several practitioner relevant recommendations are made. 


This exploratory study challenges assumptions regarding a “pan-industrial” hospitality occupational community and applies an emerging qualitative software package to highlight occupational differences and relational perceptions.

Original languageEnglish
Pages (from-to)1051-1072
Number of pages22
JournalInternational Journal of Contemporary Hospitality Management
Issue number5
Publication statusPublished - 2016
Externally publishedYes


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