Save an egg, crack a smile! An investigation of the impact and importance of attitude in the work place whilst considering the tools available for a hospitality manager to promote a positive attitude using a case study approach.

Abstract

This study was an investigation in the impact and importance of attitude in the work place. It considered the tools available for a hospitality manager to promote a positive attitude, using a case study approach. Once aims and objectives were created there was a substantial literature review to exhaust all currently known information on the subject. Primary research was then conducted via questionnaires of hospitality staff in the Park Plaza hotel in Cardiff. Further primary research consisted of interviews with three managers. The results were discussed with the literature review findings to develop as series of conclusions and recommendations Findings concluded that attitude plays a large role in any workplace. If people have a good attitude it seems that it would imply that they care and will try their best. Managers can have a large influence on the attitudes of employees. In an ideal world every worker would have a good positive attitude; this can be a vision but is not reality. The research showed that an organisation's overall performance is determined by the employees and managements attitude. Research highlighted several tools which managers have to improve overall attitude and in turn can improve overall organisation effectiveness.