Following the September 11th, 2001 events, the United States has seen the first decline in employment expansion in over a decade. The services industry lost 111,000 jobs, mainly in travel-related businesses like hotels (46,000) and auto services (13,000), in particular auto rental agencies and parking services (U.S. Department of Labor, 2001). The hospitality industry, like many other sectors of the service industry is faced with the challenge of recruiting and retaining employees. Employment in the theme park and attraction industry is not an easy task. Human resource professionals are challenged on a daily basis with unique task of recruiting, selecting, training and developing employees. In the wake of September 11th events, some hourly employees who have been laid off from their theme park and attraction facilities may have chosen not to return to the industry. Less than a year after the tragedy, many facilities are rebounding and having considerable problems locating high-performance employees. Identifying the traits and characteristics of high-performing employees and distinguishing them from average-performance employees would assist many operators in the theme park and attraction industry. Although many theme park and attraction facilities provide detailed training for their employees, no major research was conducted to identify the personal background, personality, or other employment-related characteristics that may predict high-performing hourly employees.
IAAPA Chairman's Program 2001-2002
The Dick Pope Sr. Institute for Tourism Studies
Rosen College of Hospitality Management
No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without prior written permission from The Dick Pope Sr. Institute for Tourism Studies. All copyright, confidential information, design rights and all other intellectual property rights of whatsoever nature contained herein are and shall remain the sole and exclusive property of The Dick Pope Sr. Institute for Tourism Studies. The information furnished herein is believed to be accurate and reliable. However, no responsibility is assumed by The Dick Pope Sr. Institute for Tourism Studies for its use, or for any infringements of other rights of third parties resulting from its use. The UCF and The Dick Pope Sr. Institute for Tourism Studies name and logo are trademarks or registered trademarks of the University of Central Florida.
Number of Pages
Milman, Ady, "What Makes that Employee so Good? Identifying the Characteristics of High Performance Hourly Employees in the Theme Park and Attraction Industry" (2002). Dick Pope Sr. Institute Publications. 27.