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1
Davids, Nadia. "The importance of financial management knowledge and accounting skills among department managers in the hotel industry within the Cape Town metropolis." Thesis, Cape Peninsula University of Technology, 2017. http://hdl.handle.net/20.500.11838/2650.
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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2017.<br>The hospitality industry has undergone far-reaching changes based on discussions held with industry representatives. Due to the rapid development of accounting systems there is an over reliance on systems to control costs. This influences the accounting skills of department managers, which are insufficient to manage their departments effectively. The research investigates the role and relevance of accounting skills amongst department managers of selected hotels in Cape Town. The research methodology employed a semi-structured questionnaire that was used to collect quantitative and qualitative data. The focus was on selected three-star (3) and five-star (5) hotels within Cape Town. The findings were drawn from a small sample of 45 hotels, among which 35 participants from the 45 hotels completed the questionnaire. A review of literature identified a strong need for department managers to have accounting skills, but there is limited evidence whether they actually hold these skills. Statistical analysis of the responses revealed that less than 50% of the participants were confident that they had sufficient accounting skills to manage their departments effectively. Two key issues were identified (1) the benefits of accounting skills (2) the need for formal accounting skills training. If the findings and concerns of the lack of accounting skills are not addressed it will affect cost control, costs will increase and profitability will be negatively affected. Recommendations include more interaction and forging links between academia and industry. A challenge for hospitality academics is review current financial management training provided and introduces mentorship programmes to develop the accounting skills of department managers.
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Yang, Hui-O. "Human resource management in the hotel industry in Taiwan." Australasian Digital Thesis Program, 2007. http://adt.lib.swin.edu.au/public/adt-VSWT20070704.091205/index.html.
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Thesis (DBA) -- Swinburne University of Technology, Australian Graduate School of Entrepreneurship, 2007.<br>Doctor of Business Administration, Australian Graduate School of Entrepreneurship, Swinburne University of Technology, 2007. Typescript. Includes bibliographical references (p. 264-285).
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Lonam, Matthew W. "Hospitality education 2010 : a delphi study /." free to MU campus, to others for purchase, 1999. http://wwwlib.umi.com/cr/mo/fullcit?p9953878.
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Ole-Sein, Kone. "Assessment of Essential Competencies in the Hospitality Industry." Thesis, University of North Texas, 1994. https://digital.library.unt.edu/ark:/67531/metadc279381/.
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The hospitality industry in recent years has become intensely competitive. Better communication between industry professionals and educators is important for university programs to provide relevant learning experiences for students. The purpose of this study was to determine competencies that hotel and restaurant professionals deem necessary for the success of graduates in the industry. Thirty supervisors of hotel and restaurant management majors who graduated from the University of North Texas from 1990 through 1992 responded to the research questionnaire. The supervisors were given 36 competencies and asked to rate their level of importance. Percentages were used to identify the most important competencies. The skills most frequently identified as important by the industry professionals surveyed were leadership skills, professional ethics, personnel management, and understanding the different laws that affect hospitality operations and management.
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Akkaranggoon, Supalak. "Supply chain management practices in the hotel industry." Thesis, University of Exeter, 2010. http://hdl.handle.net/10036/3160.
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This thesis examines hotel food supply chain management practices and hotel food supply chains. The study is informed by qualitative data from 20 hotels of different characteristics. The results show three models of strategic sourcing strategy for affiliated hotels (chef-centred sourcing, centralised sourcing and flexible-centralised sourcing) and two models for independent hotel (chef-centred sourcing, and chef and owner sourcing strategy). Chef-centred sourcing can be a sourcing strategy for any type of hotel regardless of their affiliation; this sourcing strategy, however, is common among small group hotels, independent hotels and high-end hotel restaurants. Group hotels, however, are likely to employ a centralised-sourcing strategy with a degree of flexibility regarding supplier selection at property level. It was found that the higher the level of service, the more flexible the centralised sourcing strategy. These sourcing strategies have a strong, direct effect on how individual hotels source their food and therefore their food supply chain network structures. It is apparent that hotel food sourcing practice is complex and dynamic, and hotel business format is the main factor influencing individual hotel sourcing strategies. Hotel foodservice is characterised by low exploitation of information technology and manual-based supply chain activities with a high level of dependency on head chefs regarding supply chain performance. There is low level of implementation of supply chain initiatives among hotels in this study and the reason for this may be the products and production characteristics which differ from those in the retail sector. Although supplier cooperation and relationships between head chef and suppliers were found, there was an overall low level of collaboration between buyer and supplier. Consumer - ii - usage information was underutilised and under cultivated. Traditional arms-length buyer-seller relationships were commonly found in group hotels at both company level and property level. Overall hotel food SCM practice still displays traditional management characteristics and price-led decisions being apparent. An exception was found in high-end foodservice outlets and some outlets with chef sourcing strategies, where close long-term relationships between chefs and suppliers were found. The originality of this research lies in its attempt to fill a significant gap in hospitality management literature as well as to synthesise literature in the realms of supply chain management and hospitality management.
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Kim, Chol Yong. "Development of a framework for identification of political environmental issues faced by multinational hotel chains in newly industrialized countries in Asia." Diss., This resource online, 1992. http://scholar.lib.vt.edu/theses/available/etd-07122007-103936/.
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Griffin, Robert K. "Critical success factors of lodging yield management systems : an empirical study /." Diss., This resource online, 1994. http://scholar.lib.vt.edu/theses/available/etd-07102007-142522/.
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Wang, Junxian. "Online hotel booking system." CSUSB ScholarWorks, 2006. https://scholarworks.lib.csusb.edu/etd-project/3083.
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The Online Hotel Booking System was developed to allow customers to use a web browser to book a hotel, change the booking details, cancel the booking, change the personal profile, view the booking history, or view the hotel information through a GUI (graphical user interface). The system is implemented in PHP (Hypertext Preprocessor) and HTML (Hyper Text Markup Language).
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Saenyanupap, Sivika. "Hotel manager attitudes toward environmental sustainability practices empirical findings from hotels in Phuket, Thailand." Master's thesis, University of Central Florida, 2011. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/5022.
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Lastly, the study demonstrated that in order for hotels to become more sustainable, support is needed from government or hotel associations to provide education and training for the hotel managers.; This study explored the attitudes of hotel managers in Phuket, Thailand, in an attempt to identify whether their attitudes influence their utilization of environmental sustainability practices. Due to the increasing number of visitors to Phuket, Thailand, the consumption of natural resources has increased in the region, causing serious environmental problems. A sustainable way forward is needed for the tourism industry in the region in order to maintain quality of service while reducing environmental damage. The data analyzed in this study came from self-administered questionnaires that surveyed hotel managers in Phuket, Thailand, with a sample of 243 respondents. Research results revealed three dimensions of hotel manager attitude toward environmental sustainability practices, including operational management, social obligation, and sustainability strategy and policy. Furthermore, three constraints on the implementation of environmental management practices were identified: lack of support, perceived difficulty, and lack of demand. The attitudes of hotel managers regarding specific factors and barriers are also presented in this study. The results of this study show that hotel managers overall possess positive attitudes toward environmental sustainability practices. Finally, the findings reveal that hotel managers' attitudes toward sustainability practices depend on their social demographics, the type of hotel they operate, their degree of ownership of the hotel, whether or not their hotel was affected by the 2004 tsunami, and the year their hotel was built. The results of this study suggest that it is necessary for hotel managers to understand the importance of environmental sustainability practices because this understanding can help motivate them in implementing sustainability practices in their hotels. Furthermore, it can guide hotel managers when deciding which environmental policies are suitable for their hotels.<br>ID: 029810123; System requirements: World Wide Web browser and PDF reader.; Mode of access: World Wide Web.; Thesis (M.S.)--University of Central Florida, 2011.; Includes bibliographical references (p. 110-119).<br>M.S.<br>Masters<br>Rosen College of Hospitality Management<br>Hospitality and Tourism Management
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Fouejio-Tsobze, Brice. "Energy management in the South African hotel industry." Thesis, Cape Peninsula University of Technology, 2010. http://hdl.handle.net/20.500.11838/2211.
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Thesis (MTech (Electrical Engineering))--Cape Peninsula University of Technology, 2010.<br>In recent years, the South African hotel industry has experienced increasing demand for hotel's
services. At the same time, mounting costs of energy affects energy performance and public
image. Energy management is a new approach to address those widespread problems. This
study aimed to suggest good management practices and develop a "self-help" approach, to
reduce the demand and costs of energy for the South Africa hotel industry. This is expected to
result in monetary savings and conservation of energy resources. This has been done by
conducting survey within seven selected hotels in Cape Town, metropolitan of South Africa.
In addition, through the "self-help" guide, approaches to energy management system are also
described, showing the ways for hotels to achieve better energy performance. Potentials for
savings from good housekeeping are estimated to 10 - 15%. The "self-help" guide is
recommended to be improved through implementation in pilot hotels; and the proposal set of
benchmarks need to be different for hotels in different provinces of South Africa considering the
differences in climate conditions.
The result of this study range from presenting the energy conservation awareness, barriers,
method of conservation, financial and institution mechanisms, policy measures, status of energy
use and propose strategy to develop a "Self-help" guide for energy management in South
African Hotel industry. It has been found that energy monitoring has been done in the South
African Cape Town hotels. From the total energy consumed by this industry, electricity accounts
80% of it of which air conditioning takes the biggest share (about 50%) and the remaining for
Liquefied Petroleum Gas (LPG), diesel and others fuels. In addition, through the "self-help" guide, approaches to energy management system are also
described, showing the ways for hotels to achieve better energy performance. Potentials for
savings from good housekeeping are estimated to 10 - 15%. The "self-help" guide is
recommended to be improved through implementation in pilot hotels; and the proposal set of
benchmarks need to be different for hotels in different provinces of South Africa considering the
differences in climate conditions.
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Cameron, Ann. "Information and communication technology in Auckland hotels context and impact : thesis submitted to Auckland University of Technology University in fulfilment of the degree of Master of Philosophy, April 2007 /." Click here to access this resource online, 2007. http://aut.researchgateway.ac.nz/handle/10292/212.
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Czyzewska, Barbara. "The role of knowledge transference in the process of internationalisation : the case of the London Hilton." Thesis, University of West London, 2016. https://repository.uwl.ac.uk/id/eprint/2991/.
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The Twentieth Century’s hotel industry saw a shift from independently managed grand hotels to the increasing influence of multinational hotel companies whilst processes of globalisation contributed to the international movement of people, ideas and practices. The London Hilton was the first subsidiary of this American branded chain to open in Britain undergoing, at the time, cultural and social changes associated with the ‘Swinging Sixties’. The history of grand hotels has been thoroughly documented however there is lack of business history research into the expansion process of modern multinational hotel companies. The aim of this study is to explore the process of internationalisation of Hilton Hotels through the transference of knowledge between the parent company and the London subsidiary. International business theory is investigated in pursuit of establishing relationships between the concepts of transference of knowledge, multiple-embeddedness and negotiation of legitimacy, collectively forming a conceptual framework driving this research. A single embedded case study is adopted to comprehend the nuanced relationships and pressures resulting from the multiple-embeddedness of the case. An extensive range of archival material is collected to construct an in-depth case study of the London Hilton embedded in the contexts of its parent company as well as home and host countries. The case is synthesised with the theory using interpretive research methods and employing a three-stage coding process. The London Hilton appears to be representative of a case of effective knowledge transference which avoided the pressure for homogenisation from the host environment. It is an example of an organisation whose foreignness served as a differentiating, rather than restraining factor. These findings contradict the traditional institutional assertion of the necessity for adaptation to local settings and confirm the notion that legitimacy can be negotiated. The appearance of the Hilton hotel on the 1960’s London hotel market can be perceived as an emblem of the wider historical changes in the globalising world. The main contribution of this research is adding a new dimension to the paradigms of institutionalism and the resource-based view by illuminating the complex associations between these concepts underpinning international business theories. The study also extends the existing theory of foreignness and contributes to the body of business history research in the field of hotel management. It recommends the application of oral history and network analysis for further exploration of these concepts.
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Collier, Eric. "Managing disciplinary application in the hotel industry." Thesis, Cape Technikon, 2004. http://hdl.handle.net/20.500.11838/1587.
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Thesis (MTech (Tourism and Hospitality Management)--Cape Technikon, Cape Town, 2004<br>The problem of managing discipline in the hotel industry ranges from senior
managers failing to manage discipline correctly, to junior/middle managers having
insufficient practical experience and confidence to discipline effectively and justify
the decisions they have made. Senior managers therefore lack confidence in
junior/middle management's ability to manage discipline.
The objective of this study is to provide senior management with simple, workable
solutions to manage discipline correctly. This will enable senior management to
delegate the management of discipline to junior/middle management correctly; to
improve the confidence of junior/middle management in the management of
practical discipline; to improve the confidence level of senior management in the
ability of junior/middle management to manage discipline; and to .improve the
ability of junior/middle management to correctly and confidently justify disciplinary
decisions they have made.
The study recommends that: senior management should take the lead and
initiative to allocate time with junior/middle management to plan how to manage
discipline effectively; the success of senior management's performance should be
measured by how well junior/middle management achieve the performance
competence to formally and practically manage discipline; senior management
should provide structured feedback, coaching and counselling to junior/middle
management on their performance; and senior management should coach
junior/middle management on how to justify disciplinary decisions.
The cost of this change, namely, coaching and influencing people, is not monetary,
but one of commitment. It is the choice senior management should make. The
choice is to want control or to coach, namely, to use power to change or influence
change, to compel or develop people to take responsibility and ownership for what
they were employed to do.
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Defries, Robert J. "Minnesota hospitality industry expectations of graduates from the Hotel-Restaurant Management Program at the Alexandria Technical College." Online version, 2001. http://www.uwstout.edu/lib/thesis/2001/2001defriesr.pdf.
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Simmons, Jona Cary Hubbard Susan Sorrells. "Hospitality internships as a career development tool stakeholder perceptions and expectations /." Auburn, Ala., 2006. http://hdl.handle.net/10415/1303.
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Kirby, Allison D. (Allison Dawn). "Characteristics of Four-Year Baccalaureate Hotel, Restaurant and Institutional Management Programs." Thesis, University of North Texas, 1996. https://digital.library.unt.edu/ark:/67531/metadc277939/.
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The research questions of this study were to determine the specific hotel, restaurant and institutional management courses offered as required and elective courses, to determine which hospitality management courses were taught by faculty members in the
hospitality management program versus being taught by faculty in other programs, to
determine the teaching methods used to present hospitality curriculum, and to determine the distance learning methods currently used.
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Perez, Elvis. "College students' attitudes towards green hotel practices." Honors in the Major Thesis, University of Central Florida, 2013. http://digital.library.ucf.edu/cdm/ref/collection/ETH/id/899.
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This research was conducted to discover college students' attitude towards green hotel practices and will be helpful to the hospitality industry to help focus their marketing efforts Based on the survey correlations between variables it appears that the people who use green practices at home are more aware of green practices when staying at a hotels. Implementing green practices into hotels will help the environment and also create a positive brand image and loyalty from guests. The movement of "Green" benefits everyone: the employer, the employees, and the guests.<br>B.A.<br>Bachelors<br>Rosen College of Hospitality Management<br>Hospitality Management
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Chiang, Rhu-rong. "A Survey of Two-Year And Four-Year Hospitality Management Programs To Describe Characteristics of Hotel Front Office Management Courses." Thesis, University of North Texas, 1993. https://digital.library.unt.edu/ark:/67531/metadc278566/.
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This study focused on the hotel front office management course and how this course and related topics were taught in hospitality management programs. The results of the study can guide faculty in developing and expanding the hotel front office management course, related textbooks and teaching resources to best prepare students to meet the future needs of the lodging industry.
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Yupa, Nanthachai Riegle Rodney P. Padavil George. "Desirable competencies for hospitality educators in Thailand a Delphi approach /." Normal, Ill. Illinois State University, 2002. http://wwwlib.umi.com/cr/ilstu/fullcit?p3064535.
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Thesis (Ph. D.)--Illinois State University, 2002.<br>Title from title page screen, viewed January 24, 2006. Dissertation Committee: Rodney P. Riegle, George Padavil (co-chairs), Barbara Heyl, Mohamed Nur-Awaleh, Somchai Hiranyakit. Includes bibliographical references (leaves 123-129) and abstract. Also available in print.
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Roni, Saouma. "Risk Management in the Swedish Hotel Industry : Managing Safety & Security Infra Hospitium." Thesis, Södertörns högskola, Institutionen för ekonomi och företagande, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-9940.
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The hotel industry prides itself in its welcoming attitude towards its guests by offering hospitality, comfort and privacy. At the same guest safety and security has been argued to be of primary concern in the industry. The aim of this thesis is a) to study how hoteliers develop and implement risk management plans and procedures to ensure safe hotel operations, and b) to study how it is possible to gap the bridge between providing hospitable services, which at the same time are safe and secure. A qualitative, cross-case study has been applied. The study builds on theories composed primarily of established step-by-step risk management processes. In-depth interviews were carried out with four managers at different hotels across Sweden. The study found that the hotel industry in Sweden lacks a common risk management framework for which to implement consistently and coherently. A common framework would enable hotels to embrace risk management and be able to utilize it in their operation. Furthermore, it was found that risk management ought to be integrated in all organizational activities and processes. It should not be an isolated event, but rather implemented on an on-going basis. It is imperative for hoteliers to realize that hospitality is not only related to offering qualitative services, but also that ensuring guests of their safety/security is a major part of the overall service. In addition, providing hospitable services that are safe at the same time necessitates that risk management is implemented consistently by regularly aiming to raise current standard. Hence, continuous improvement ought to be of fundamental importance in any organization that is fully committed to risk management. This thesis, therefore, suggests a model that interlinks risk- and quality management.
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Bodea, Tudor Dan. "Choice-based revenue management a hotel perspective /." Diss., Atlanta, Ga. : Georgia Institute of Technology, 2008. http://hdl.handle.net/1853/24739.
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Thesis (Ph.D.)--Civil and Environmental Engineering, Georgia Institute of Technology, 2008.<br>Committee Chair: Garrow, Laurie Anne; Committee Member: Castillo, Marco; Committee Member: Ferguson, Mark; Committee Member: McCarthy, Patrick; Committee Member: Meyer, Michael.
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Fouto, Filipa de Brito. "Altis Hotel and its internationalization to São Paulo-Brazil." Master's thesis, NSBE - UNL, 2013. http://hdl.handle.net/10362/9814.
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Dahl, Joanne L. "Hospitality Education Programs in Senior Colleges and Universities in the United States." Thesis, University of North Texas, 1992. https://digital.library.unt.edu/ark:/67531/metadc332618/.
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The purpose of this study was to describe senior-level hospitality programs and assess hospitality administrators' opinions concerning specialized accreditation during the 1990-91 academic year. Overall, administrators characterized the typical full-time faculty member as: being in a small program (1-3 members); being a non-ethnic minority; having a minimum four years industry work experience; having attained a doctoral degree; and holding the rank of associate professor. Part-time faculty members were described as: being in a small program (1-3 members); being a non-ethnic minority; having at leas one to three years industry work experience; having attained a master's degree; and holding the rank of instructor. Administrators characterized their programs as: located at public institutions; beginning after 1970; requiring graduates to acquire work experience; expecting increased enrollments; having placement services available; and not offering continuing education courses. Administrators indicated they were seeking accreditation or were accredited currently. They agreed slightly that accreditation would improve program image, help them meet their programs' missions and objectives, and provide assistance in planning.
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Crystal, Carolyn Roberts. "Revenue Management Performance Drivers: An Empirical Analysis in the Hotel Industry." Diss., Available online, Georgia Institute of Technology, 2007, 2007. http://etd.gatech.edu/theses/available/etd-06082007-094256/.
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Thesis (Ph. D.)--Management, Georgia Institute of Technology, 2008.<br>Dr. Laurie Garrow, Committee Member ; Dr. Jeff Stratman, Committee Co-Chair ; Dr. Mark Ferguson, Committee Co-Chair ; Dr. Soumen Ghosh, Committee Co-Chair ; Dr. Koert van Ittersum, Committee Member.
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Konis, Costas Yerasimos. "Energy management and conservation in the hotel industry of Cyprus : a systematic modelling approach." Thesis, University of Stirling, 1991. http://hdl.handle.net/1893/3517.
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The present research has investigated the problem of energy management and conservation in the Hotel sector of Cyprus; one of the most important and most dynamic sectors of the island's economy. The methodology of the soft systems approach was considered as the most appropriate method for tackling the complexities involved in the problem situation. The outcome of the research demonstrated that the adoption of this methodology is suitable for investigating problems of energy management and conservation and can indeed be extended by use of "systemic" interactive computer simulation methods. The existing problem situation in the Hotel industry was investigated through design and execution of questionnaires addressed to the main human actors, energy audits, site visits, discussions and statistical analysis of energy related factors. Serious deficiencies were found at all levels. Energy consumption and use patterns were analysed with respect to quantity, quality and timing of energy use. Existing and new technologies were evaluated using life cycle cost-effective analysis methods. Evaluation of alternative energy supply "mixes" using computer simulation techniques were made, which demonstrated the viability of cogeneration, wind and solar collection approaches in some situations. The research concluded that: (a) there is good scope for energy conservation (in the range of 10-20%) by modifying user habits, hotel energy demand, remodeling of existing technology and introduction of new energy efficient technology. (b) there is an immediate need to provide training and education to all human factors involved. (c) there is a need to modify existing energy-policies. (d) there is need to introduce new energy management infrastructure at National level and below. (e) there is real need for changing the attitudes towards energy conservation of all "actors" involved. (f) there is need for further investigation of the energy supply and demand patterns of hotels. Recommendations concerning the introduction of training and education, and changes in policy, attitudes, practice and energy use, and infrastructure are made. All recommendations are based on conceptual models developed following the application of the soft systems methodology.
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Mhlongo, Peniel. "Factors impacting womens’ career development in the hospitality industry." Thesis, Cape Peninsula University of Technology, 2018. http://hdl.handle.net/20.500.11838/2781.
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Thesis (MTech (Tourism and Hospitality Management))--Cape Peninsula University of Technology, 2018.<br>Factors that impact female managers in career development in the hospitality industry
The hospitality industry is growing fast with the result there is a demand for more employees to assist in the various aspects of the industry. Together with this there is a noticeable increase in the number of females occupying management positions within the industry. The phenomenon that women are still restricted in career advancement is still evident. Several Studies show that the number of women in managerial positions is unbalanced compared to the percentage of women in the workforce including the hospitality industry. What does it take for female managers to attain and retain managerial positions? What challenges or obstacles are female managers confronting that are hindering their career development? This research project presented the general profile of female managers in Cape Town’s five and four star hotels, and examined the different factors that impact the female manager’s advancement in career development within the hospitality industry. The purpose was to identity the different factors that hinder female manager’s career development in hospitality industry. And the factors formulated are social, personally, cultural, economical, and professional or industry related and evaluate what the hospitality industry is doing in promoting and encouraging women’s career advancement.
The target population for this study was female managers in Cape Town’s five and four star hotels. The criteria used included all female managers, in different departments within the selected Cape Town’s five or four star establishments. The research design consists of self administered questionnaires sent to a sample of five and four star hotels. Ethical consideration was considered important in the process of the research study. The results demonstrate that there are different factors hindering women in maintaining, obtaining and sustaining managerial postions within the hospitality industry. The significance of the research study will assist the female managers and the industry identity the different factors that interrupt women’s career development in the industry and identity different and appropriate strategies to promote and enhance women’s progression in the hospitality industry.
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Lamminmaki, Dawne, and n/a. "Outsourcing in the Hotel Industry: A Management Accounting Perpective." Griffith University. School of Accounting and Finance, 2003. http://www4.gu.edu.au:8080/adt-root/public/adt-QGU20040920.091600.
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The broad objective of this thesis is to develop an understanding of factors affecting outsourcing in the hotel industry and also the role played by management accounting in hotel outsourcing. The thesis draws on transaction cost economics (TCE), agency, contingency, and labour process theories in the context of appraising factors motivating outsourcing. Two empirical phases have been undertaken in the study. The first phase involved a series of interviews with general managers and financial controllers in large South East Queensland hotels. The second phase involved two distinct questionnaire surveys of large Australian hotels. The first was administered to hotel general managers, and the second was administered to hotel financial controllers. Significant findings arising from the study include: 1. In light of the substantial international literature describing hotel outsourcing, it appears that outsourcing in Australian hotels is relatively limited. This appears to be particularly the case with respect to food and beverage related activities. 2. Mixed support is offered for the TCE model. Both the survey and interview data provide some support for TCE's prescription that frequently conducted activities will not tend to be outsourced. Two specific extensions are offered to this aspect of the model, however. Firstly, where activities are conducted to a minimal extent, it can be uneconomic to outsource. Secondly, where large activities are undertaken by a group of organisations, their enhanced purchasing power can result in inexpensive outsourcing arrangements. With respect to TCE's uncertainty proposition, support is offered for the view that the propensity to outsource will be greater where behavioural uncertainty is lower. No support has been offered with respect to environmental uncertainty. The interview data provides some support for TCE's asset specificity proposition, however, minimal support was found in the survey phase. Despite this, the many dimensions of asset specificity (eg. site specificity, human asset specificity, etc) provided a useful checklist of issues to be considered in relation to the outsourcing decision. 3. Negligible support was found for labour process theory (LPT) in the interview phase of the study. In light of this, and the need to narrow the studys focus in the survey phase, LPT was not pursued further. LPT is a difficult construct to operationalise, given the social desirability error that may result. This may partially account for the absence of significant LPT findings in the interview phase. 4. The survey data provides some support for the agency theory view that risky activities will tend to be outsourced. 5. Considerable cross-hotel variation exists in management of, and accounting's involvement in, outsourcing decision making and control systems. Accounting appraisal of outsourcing proposals rarely includes long term oriented, sophisticated techniques such as "net present value". It appears this may be because outsourcing decisions are not conducted in the context of the formal capital budgeting process. 6. High performing hotels and hotels that conduct their outsourcing decisions in the context of a long term outsourcing strategic agenda have more sophisticated outsourcing management systems.
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Zhao, Jinlin. "The antecedent factors and entry mode choice of multinational lodging firms : the case of growth strategies into new international markets /." Diss., This resource online, 1994. http://scholar.lib.vt.edu/theses/available/etd-10032007-171856/.
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Murthy, Bvsan. "Measurement of the strategy construct in the lodging industry, and the strategy-performance relationship." Diss., This resource online, 1994. http://scholar.lib.vt.edu/theses/available/etd-10022007-145428/.
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Gualberto, Renato Heneine. "An analysis of the impact of the Priority Club Rewards programme on the Crowne Plaza Auckland Hotel's revenue development performance a thesis is submitted to Auckland University of Technology in partial fulfilment of the requirements for the degree of Master of International Hospitality Management (MIHM), 2007 /." Click here to access this resource online, 2007. http://aut.researchgateway.ac.nz/handle/10292/103.
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Kroeten, Christl Arwen. "Hotel Manager Strategies to Reduce Voluntary Employee Turnover." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5566.
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The voluntary turnover rate in the United States hotel industry is among the highest of all industries, resulting in lost revenue. The purpose of this multiple case study was to explore strategies hotel managers use to reduce voluntary employee turnover. The targeted population consisted of 6 managers from hotel businesses operating in the MidAtlantic region of the United States who successfully used strategies to reduce voluntary employee turnover. Job embeddedness theory, this study's theoretical framework, was used to describe reasons employees remained in organizations. Data were gathered via semistructured interviews, observational notes, and public business records regarding turnover or retention programs. Yinʼs 5-step analysis model was used to compile, deconstruct, reassemble, interpret, and draw conclusions from the data. Four themes emerged from data analysis: organizational support with property-level flexibility, feeling valued for individual contributions to the team, opportunities for training or advancement, and relationships with managers and peers. The results of this study may contribute to positive social change by providing strategies to reduce employee turnover in a historically low-wage industry, which may result in raising the quality of life for hotel employees, their families, and communities.
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Coon, D'Arcy. "A strategic analysis of the Westin Bayshore Resort & Marina and Starwood Hotels & resorts /." Burnaby B.C. : Simon Fraser University, 2005. http://ir.lib.sfu.ca/handle/1892/3682.
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Nhepera, Nicolas. "The influence of hotel product innovation on customer loyalty in Cape Town." Thesis, Cape Peninsula University of Technology, 2017. http://hdl.handle.net/20.500.11838/2548.
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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2017.<br>The study identifies and examines evidence on how customer loyalty is influenced by hotel product innovation. This examination helps to understand differentiation and the competitive benefits of innovation in product and loyalty for such innovation. The innovation influence provides rationale to extend product innovation as a strategy to differentiate, compete, and gain loyalty in the hotel industry. With increased competition in the hospitality industry, the examination of hotel product innovation becomes imperative for both practical and theoretical relevance.
This examination was done using a survey method to collect data from 242 travellers who visited Cape Town, stayed in a graded hotel, and visited Kirstenbosch Gardens during the period of the study. This quantitative survey was supported by data triangulation approach with respondents chosen using systematic random sampling. The semi-structured questionnaire comprised mainly closed-ended and a few open-ended questions.
The study found that hotel product innovation has greater influence on customer loyalty and hotel choice. However, not all product innovations have the same level of influence, and not all influences are statistically significant. Therefore, the degree of influence was found to be a useful enabler of competitive and loyalty strategy in the hospitality industry.
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Gheliji, Elham. "Human Resource Management Strategies in Hospitality Industry : Employees’ competence, attitude, behavior and organizational operation (management perspective)." Thesis, Högskolan Dalarna, Företagsekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:du-29713.
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The current study demonstrates human resource strategies in hospitality industry (Hotel segment) and its impact on employee competencies and skills. The human resource management enhances employee performance and their credibility to maximize overall firm goals in hotel segment. Employees with level of attitude and behavior provide best services and performances. In this regard, service managers need to support and improve their employees’ skills and competencies related to the organization structure and strategy. Therefore, it is necessary for organization to have strong human resource management strategies to optimize the employees’ competencies and performance which drives higher organizational productivity. The research question of this thesis is how managers perceive that human resource management strategies influence on employees’ skill and competence in the hotel segment of Gothenburg? The data collection indicates that different human resource strategies executed to sustain employee roles and responsibilities. Various human resource strategies should implement to achieve valuable outcomes contributing to employees’ satisfaction and organization performance. Training practices, recruitment and selection, compensation and incentive practices, performance management and job design are essential human resource strategies which are identified in this research study. The thesis applies qualitative approach. Empirical data are collected through structured interviews. Moreover, the interactive model is used to analyze the collected empirical data.
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Newham, Nicole. "Customer relationship management in the hospitality industry : identifying approaches to add stakeholder value." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/967.
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Thesis (MBA (Business Management))--Stellenbosch University, 2008.<br>ENGLISH ABSTRACT: The aim of this study was to determine approaches to CRM within the luxury hotel sector in Cape Town in order to add value not only to guests, but to all stakeholders of the hotel. This was done by conducting a literature review, supported by a sound base of primary research. The findings proved that CRM theory holds true for most luxury hotels and the notion that luxury hotels in modern times cannot afford to be without a CRM initiative, was underpinned. Furthermore, the concept of an aligned strategy and vision in terms of a hotel's CRM approach was found to be integral. Staff buy-in and co-operation are of utmost importance for any hotel property implementing a CRM initiative. Additionally, training and education on the importance of CRM was highlighted as an important factor to get all staff on board. Management needs to become customer relationship management experts themselves in order to inspire and motivate staff to excel at building relationships with guests. Moreover, the common mistake of hotels to place greater impetus on CRM technology than training and lack of leveraging CRM investments was examined as some of the main reasons for the failure of CRM initiatives. Although CRM technologies are extremely powerful tools and may facilitate a hotel's CRM strategy, they cannot be viewed in isolation and made responsible for the success of such a programme. Training is vital to enable staff to use these systems optimally and to turn guest data into gold. The importance of people was also emphasised in the light of personalisation of service; having the correct staff with an aptitude for guest service and hospitality is imperative. Lastly, the concept of customer-centric processes and systems was stressed. Everything a hotel does in terms of CRM efforts should be derived from the notion of guest satisfaction. Guest satisfaction is the one essential element that will enable a hotel to flourish and enjoy a firm base of repeat business. Repeat business is the most rewarding type of business for a hotel as it means that guests are satisfied with their service and will promote the hotel to others at no additional cost to the hotel.<br>AFRIKAANSE OPSOMMING: Die doel van hierdie navorsingstuk was om die houding van luukse hotelle in Kaapstad teenoor kliënte verhoudingsbestuur (KVB) te bepaal en vas te stel hoe alle aandeelhouers van die hotel voordeel kan trek uit KVB. Die doelwit was bereik met behulp van primêre en sekondêre navorsing. Die bevindinge het bewys dat KVB teoreties waarde toevoeg tot meeste luukse hotelle. Die feit is geboekstaaf dat luukse hotelle nie sonder KVB kan oorleef nie. Dit was ook gevind dat 'n geintegreerde strategie en visie van uiterste belang is in KVB in hotelle. Personeel samewerking en entoesiasme is ook uitgelig as belangrike elemente wat die sukses van KVB bepaal. In hierdie opsig, was opleiding 'n integrale faktor tot die bevordering van personeel deelname. Die bestuur van hotelle moet self kundiges raak op die gebied van KVB om sodoende personeel te inspireer en motiveer om ook waardevolle kliënteverhoudinge te bou. Algemene foute wat hotelle begaan in terme van KVB is die feit dat meer klem gelê word op KVB tegnologie as op opleiding en dat die opbrengs op die inisiële belegging in KVB nie in ag geneem word nie. Alhoewel KVB tegnologie van onskatbare waarde is om 'n hotel se KVB strategie suksesvol te maak, kan die sukses van so 'n strategie nie alleenlik daaraan toegeskryf word nie. Ten einde die personeel te bemagtig om hierdie sisteme optimaal te benut, moet opleiding weereens as 'n area van belang beklemtoon word. Nog 'n prioriteit is die kwaliteit van personeel wat aangestel word; personeel moet 'n natuurlike aanvoeling hê vir kliënte diens en persoonlike interaksie.
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Barbosa-McCoy, Vanessa Lizzette. "Hotel Managers' Motivational Strategies for Enhancing Employee Performance." ScholarWorks, 2016. https://scholarworks.waldenu.edu/dissertations/2064.
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More than 600,000 employees depart the hospitality industry for a variety of reasons such as lack of motivational strategies (MS) of hotel general managers (GMs). The purpose of this multiple case study using census sampling was to explore what MS hotel GMs used to enhance employee performance. The 3 GMs of 3 full-service branded hotels with a guest capacity of 160-699 were randomly selected in South Florida. Data were collected from face-to-face interviews with the hotel GMs, employee performance evaluations, and results of guest and employee satisfaction surveys from the hotel GMs. Data analysis involved methodological triangulation to determine how motivation was captured and measured using interpreted data, verification through the member-checking process, and coding techniques such as mind mapping to identify reoccurring codes and categories. Through thematic analysis, 4 major themes emerged: workplace motivation, job satisfaction, positive performance, and social expectation. Findings from the 4 themes revealed that recognition and guest satisfaction unveiled a positive effect on employee performances and that motivation through community engagement gave employees reasons to perform well. The effectiveness of MS on employee performance was conceptualized by the expectancy theory to determine motivational triggers and the behavior engineering model to determine which MS led to improved performance. Social implications include encouraging hotel GMs to adjust and develop motivational strategies that engage employees to improve the employee-customer relationship and to increase community involvement which may promote positive social change.
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Su, Fen. "Emotional labour in the hospitality industry a case study in an international Auckland hotel : this dissertation is submitted to Auckland University of Technology in partial fulfilment of the degree of Master in International Hospitality Management, December 2005." Full Dissertation. Abstract, 2005.
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Guðmundsdóttir, Sunna, and Emeli Kammerland. "Assessing Staff Turnover: A View from Hotel Workers in Reykjavík : Causes and Impacts." Thesis, Högskolan Dalarna, Turismvetenskap, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:du-28315.
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Staff turnover is an endemic issue in the hospitality industry, worldwide. Voluntary staff turnover has been the focus of many studies in the past decades and many researchers have constantly intended to connect a number of variables to it. This study deals with a human perspective of staff turnover and the aim was to add to the understanding of staff turnover within the hospitality industry. This was achieved by conducting in-depth interviews with hotel workers in three and four-star hotels in Reykjavík, Iceland. The causes and impacts of the turnover was examined with qualitative method. Investigation of the factors influencing employees’ intention to leave their current organization and the impact staff turnover causes to the remaining staff was carried out. The results revealed that professional advancement is a critical predictor for the employees to leave, along with factors such as work content, personal reasons, organizational factors and the nature of the tourism industry. Furthermore, the impact staff turnover causes on the staff are factors such as social connections, increased responsibilities and time and energy consumption.
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Bunzel, Dirk. "Real numbers, imaginary guests, and fantastic experiences : the Grand Seaside Hotel and the discursive construction of customer service /." View thesis, 2000. http://library.uws.edu.au/adt-NUWS/public/adt-NUWS20031121.101443/index.html.
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Thesis (PhD) -- University of Western Sydney, 2000.<br>Includes index. "November 2000" "Submitted in fulfillment of the requirements for the degree, Doctor of Philosophy, University of Western Sydney" Bibliography: leaves 321- 345.
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Goodsir, Warren. "Managing employee customer service interpersonal exchanges in the hospitality industry a New Zealand hotel case study : a thesis submitted to Auckland University of Technology in partial fulfilment of the requirements for the degree of Master in International Hospitality Management, 2008 /." AUT University, 2008. http://hdl.handle.net/10292/276.
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The continued growth of service industries and the development of the experience economy has highlighted the need for employees to have extensive social and interpersonal skills. The need for employee interpersonal skills is further emphasised by the extensive interaction between employees and customers, during the provision of customer service, in full service hotels. Despite the heterogeneous nature of the customer service environment, management expect that a consistent level of service will be maintained, while customers desire a unique experience that meets or exceeds their individual expectations. To ensure that both the needs of the organisation and customers are consistently met, management control of employee actions and behaviours is required.The aim of this study was to identify how hotel organisations and managers control employee interpersonal interactions with customers. The research also sought to identify the interpersonal and emotional capabilities employers require from employees to meet the needs of customers and present the desired corporate image. A qualitative, case study, research methodology was applied to understand the expectations of managers, the issues concerning managing employee interactions with customers, perceptions of employee capabilities, and beliefs about current management control strategies in a hotel environment. The research was conducted at four hotel properties belonging to one international hotel group. The data gathering methods included semi-structured interviews, documentation review and field notes.The research concluded that effective alignment of employee and management goal congruence first requires the alignment of managers' goals to the organisation. To ensure management's expectations, customers' expectations and employee actions and behaviours are aligned, management must also have a sound understanding of the organisation's brand and desired image. Cultural and social control mechanisms were found to be important, as they provided a consistent method of aligning employees' behaviour with the goals and expectations of management. The development of social cohesion and norms, through serial and investiture socialisation mechanisms, also helped to create self-managing teams that reinforced the goals of management. The study suggests that, due to the increasing diversity of the stakeholders' views and goals, some of the traditional management perspectives of hospitality may need to change to meet the needs of contemporary employees.
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Wilkins, Hugh Charles, and n/a. "A Structural Model of Satisfaction and Brand Attitude in Hotels." Griffith University. Griffith Business School, 2006. http://www4.gu.edu.au:8080/adt-root/public/adt-QGU20061023.160143.
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This thesis is about the customer experience in hotels. The thesis evaluates the customer experience in relation to the antecedents of behavioural loyalty. Behavioural loyalty is evaluated in relation to customer satisfaction, brand trust and brand attitude. Customer satisfaction is also evaluated in relation to the antecedents of hotel performance, service quality and perceived value. The broad research underpinning this research is: How do consumers perceive and relate to luxury and first class hotel brands? The hotel industry is a large and highly diverse industry that includes a wide range of property styles, uses and qualities (Chon & Sparrowe, 2000; Go & Pine, 1995; Olsen, 1996; Powers & Barrows, 1999). The industry covers the spectrum of small, medium and large enterprises (Brotherton, 2003; Jones, 2002) and makes a significant contribution to national and international economies. The research incorporated data collection in three stages. The first stage was a qualitative study of consumers who self selected as first class or luxury consumers. The data from the focus groups were used to develop items for inclusion in a survey instrument. The focus groups data, together with information gathered from a literature review, were used to develop scales across a number of hotel performance dimensions. In addition scales were included in the survey instrument on customer satisfaction, perceived value, brand trust, brand attitude and behavioural loyalty. The second stage of the research was a pilot study with the survey instrument being distributed to a convenience sample. The data collected at this stage were used to purify and refine the survey instrument. The final stage was data collected from consumers in a number of Australian hotels. The resultant data set comprised 693 completed and useable responses. The data were examined using exploratory and confirmatory factor analyses to confirm the hotel performance and other dimensions. The resultant dimensions showed good psychometric properties. A number of hypotheses were proposed in the thesis and examined using structural equation modelling. Although two hypotheses were rejected the resultant structural model showed strong relationships between the dimensions included. The research identified that service quality is a strong contributor to behavioural loyalty. The stronger pathway from service quality to behavioural loyalty was through customer satisfaction ( = 0.63) although the pathway through brand attitude ( = 0.22) was also significant. Both customer satisfaction and service quality had a significant effect on brand trust and service quality also influenced brand attitude. A number of recommendations for further research were made. These included the replication of this study in different geographic and industry contexts.
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Lungiswa, Mbungwana Christine. "Customer satisfaction in hotels in Cape Town." Thesis, [S.l. : s.n.], 2009. http://dk.cput.ac.za/cgi/viewcontent.cgi?article=1122&context=td_cput.
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Anderson, Andrew. "Decreasing Voluntary Employee Turnover in the Hospitality Industry." ScholarWorks, 2019. https://scholarworks.waldenu.edu/dissertations/6508.
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The purpose of this qualitative multiple case study was to explore the strategies general managers of full-service hotels used to reduce voluntary frontline employee turnover. The conceptual framework for this study was Herzberg's motivation-hygiene theory. The 3 participants were hotel general managers in the midwestern region of the United States. Data were collected through semistructured interviews with 3 purposefully selected hotel general managers and by reviewing company documents. Data analysis consisted of gathering the data, coding for emergent themes, compiling the data into common codes, organizing the data into themes, interpreting the meaning, and reporting the themes. Four themes emerged from the data: employee retention, leadership characteristics, effective retention strategies, and ineffective retention strategies. The implications of this study for positive social change include the potential to decrease voluntary employee turnover in the hospitality industry. Positive results of decreasing voluntary employee turnover may include increased success within the hospitality industry, which might positively influence productivity, raise customer satisfaction, and increase organizational profits.
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Olsson, Felicia, and Sarah Sparrdal. "Värdskap inom hotellbranschen : En kvalitativ studie om hotell i Stockholmsområdet." Thesis, Södertörns högskola, Institutionen för naturvetenskap, miljö och teknik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-36106.
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I takt med att resandet ökar, har även konkurrensen mellan hotell ökat. För att hotell skall få återkommande gäster och goda recensioner av befintliga gäster behöver de sticka ut bland konkurrenterna. Ett sätt att göra detta är genom värdskap. Värdskap är något som personalen på hotell bidrar med när det utför en service med omtanke och inte bara på rutin. Av den anledningen har syftet med denna studie varit att få en djupare förståelse för hur värdskap på hotell i Stockholmsområdet kan påverka gästers upplevelse från ett producentperspektiv. De teorier som använts är, skillnad mellan värdskap och service, hur värdskap visas, ledningens roll i värdskapsarbetet, värdskap på en teaterscen, värdskap i teamet och värdskap efter vistelsen används och analyserats. En kvalitativ metod i form av intervjuer tillämpades för insamling av primärdata. Slutsatser som kan dras av denna studie är att värdskap kommer till uttryck i olika former, vilket är beroende av vilken service och image hotellen vill förmedla till sina gäster, samt vilken organisationskultur hotellen har. En annan slutsats som kan dras är att värdskap är knutet till bemötandet av gäster.<br>The continuing increase in traveling has over the years resulted in greater competition between hotels. In order for hotels to receive good reviews to attract new guests whilst simultaneously maintaining relationships with recurring guests they need to stand out among competitors. One way to do so is through exceptional hospitality. Exceptional hospitality means that the hotels services are delivered with care and attention, rather than being viewed as a routine. For this reason, the purpose of this study has been to gain a deeper understanding of how hospitality at hotels in Stockholm can affect the guest's experience from a producer perspective. The following will be researched; the difference between hospitality and service, how hospitality are shown, management’s role in hospitality, hospitality on a theater scene, hospitality in the team and hospitality after a stay at a hotel is used and analyzed. A qualitative method in form of interviews has been used to collect primary data. The results from this study are that hospitality can be shown in different ways. It depends on what type of service or image the hotel wants to communicate to their guests and what type of culture the organisation has and wants to maintain. The final conclusion is that hospitality is connected to the treatment of the guests at the hotel.
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Rita, Cleuber. "A prática de setor de gestão de pessoas: um estudo realizado no Ibis Hotel Copacabana." Niterói, 2016. https://app.uff.br/riuff/handle/1/1701.
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Submitted by Coordenação Hotelaria (hotelaria@vm.uff.br) on 2016-05-04T18:18:21Z
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TCC Cleuber Vinicius.pdf: 382170 bytes, checksum: 8947d04c5179c866bb770a760242f840 (MD5)<br>O crescimento da hotelaria no Brasil é eminente, uma vez que o turismo vem se desenvolvendo muito por conta de grandes eventos que serão sediados. Vale ressaltar que o setor hoteleiro possui uma importância socioeconômica tanto em nosso país, quanto no resto do mundo, visto que é um segmento que gera muitos empregos e movimenta, consideravelmente, a economia. Para que esse serviço seja oferecido com qualidade aos turistas, é necessário que o elemento humano seja gerido eficientemente, em ambitos como: processos de agregação de pessoas, recompensação, desenvolvimento, dentre outros, promovendo uma satisfação mútua entre cliente e funcionário. Diante desses aspectos, o objetivo principal deste artigo foi investigar a política de gestão de pessoas aplicada em um empreendimento hoteleiro da cidade do Rio de Janeiro, mais especificamente o Ibis Hotel Copacabana. Para o cumprimento desse objetivo, foi efetuada uma pesquisa bibliográfica e, em seguida, um trabalho de campo de natureza qualitativa. Mediante as entrevistas realizadas com gestores e funcionários, foram criadas cinco categorias de análise (Atuação da área de gestão de pessoas; Processo de recrutamento e seleção; Treinamento e Desenvolvimento; Avaliação de desempenho e plano de carreira; Política de recompensas) que evidenciaram, na opinião dos entrevistados, como se desenvolve a política de gestão de pessoas aplicada no hotel investigado.<br>The growth of the hospitality industry is eminent in Brazil, now that tourism has been developing so much due to the major events the country has been and will be hosting. It is noteworthy that the hotel industry has a socioeconomic importance both in our country and in the rest of the world, since it is an industry that generates many jobs and the economy moves considerably. So that the service offered to the tourists is of quality, it is necessary that the human element is effectively managed as well as, the people embrace, are compensated and allowed to develop, promoting a mutual satisfaction between employer and employee. Considering these aspects, the main objective of this paper was to investigate the management policy applied to people in a hotel project in Rio de Janeiro city, more specifically the Ibis Hotel Copacabana. For the completion of this task, a study was realized based on published materials on the subject, as well as , experience acquired form work in the field of study. Through interviews with managers and employees, five categories of analysis (People management area; Recruitment and selection process; Training and development; Performance evaluation and career planning; Policy rewards) were created that showed respondents opinion, how to develop management policy applied at investigated hotel.
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Punpugdee, Nuttapon. "Investigating the Process of Valuing Investments in Intangibles: A Case Study in Safety and Security in the Multinational Hotel Industry." Diss., Virginia Tech, 2005. http://hdl.handle.net/10919/28598.
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Safety and security have emerged as a major force driving change in the multinational hotel industry. As a problem area not well-developed in the literature but considered a crucial force influencing hotel firms' value by the multinational hotel community, safety and security provide an excellent opportunity for industry professionals and academic researchers to improve the value creation of multinational hotel firms. A research need is more urgent in the upscale sector of the industry, and thus, an upscale brand of multinational hotel firm was selected for this study. This case study investigated how a multinational hotel firm developed a process of valuing its investments in safety and security for its properties under an upscale brand. This European hotel firm operates in twenty countries with a variety of business climates. The differences in the remote environments, namely the political, economic, socio-cultural, technological, and ecological environments, presented a great opportunity to gather different views regarding safety and security investments from hotel managers. The dimensions of hotel safety and security were identified by management teams running the firm's hotels to provide scope for decision-making. With this scope, the management teams continued to develop a framework for assessing the value generated from investments in safety and security by identifying the components of an investment decision-making model. A framework as a result of this exploratory study is suggested for future research where causality can be specified and a descriptive decision-making model can be built.<br>Ph. D.
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Jansen, van Rensburg C. J. "Internet marketing management in the South African tourism industry : utilisation of the South African luxury hotel industry." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/5038.
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Thesis (MBA (Business Management))--Stellenbosch University, 2008.<br>The objective of this specific research report is to analyse the internet marketing function within the South African tourism industry. Furthermore, the hotel industry is analysed to establish how the introduction of the internet changed the playing field in terms of marketing
and how customer behaviour has changed over the past 13 years with the introduction of the internet to the already established global distribution systems (GOS) and computer reservation systems (CRS). An in-depth literature review is conducted to analyse the marketing function in general, after
which an analysis in terms of production and services organisation is discussed. Here, the focus is on the 4 P and 7 P marketing mix theories of Michael Porter. The influence of the internet on the service marketing mix is discussed with specific reference to the luxury hotel industry.
The specific research and interviews conducted in this study are focused on the luxury hotel industry in the Cape Town city area. Focus areas of the interviews with the specialist in the industry are on the following:
• Influence of the internet on customer relationship management
• Influence of the internet on the relationship between the luxury hotels and
intermediaries
• Influence of the internet on marketing functions such as cost and service.
The findings of the primary research in the interviews are then compared to the findings in the literature review and recommendations and managerial implications are drawn in the final chapter of the research report.
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Leite, Cyntia Maria de Gois. "An?lise da atividade de trabalho profissional de gerentes de hotel ? luz da abordagem da ergonomia." Universidade Federal do Rio Grande do Norte, 2013. http://repositorio.ufrn.br:8080/jspui/handle/123456789/15040.
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Previous issue date: 2013-04-26<br>Conselho Nacional de Desenvolvimento Cient?fico e Tecnol?gico<br>This Masters degree dissertation presents a research that aims at analyzing the activities regarding within a hotel managers work in Natal/RN - Brazil, This Masters degree dissertation presents the research that aims at analyzing the activities regarding the hotel managers work in Natal / RN - Brazil, performing diagnosis of their activities and relating the aspects that impact the quality and productivity of hotel services and managers occupational health. This research is characterized as a case study with a qualitative approach, taking the method of Ergonomic Work Analysis which is the analysis of the managers work activity as a reference to the focus; and combining the use of observational and interactional methods.
Ergonomics and macroergonomics are used in this study not only to understand the physical, cognitive and organizational constraints of the manager s duties, but also to characterize the work organizational architecture and design of that hotel. High workload, accumulation of tasks and diversion of functions performed by managers were noticed, increasing thereby the physical and psychological suffering for them. It was found that the activity of managers is characterized by the ambivalence of power, limited autonomy, cooperation, interdependence between managers and the fear of incompetence. It was also noticed that managers devote more time to the day job (37%), another time to sleep (30%), while only 33% of the rest of the day are meant for activities like taking care of health, family, social life and study. Although there are few studies addressing the health and safety of hotel managers, this research revealed that 84% of the surveyed hotel managers complain of musculoskeletal pain which 50% are obese and are 100% sedentary.
It was also observed that managers adopt unsuitable postures for carrying out the work activities that contribute to becoming injured or work-related musculoskeletal disorders in the near future. Ergonomic measures were recommended as an investment in the skills and the training of managers, encouraging cooperative work, appropriateness of workload, limiting overtime, preserving the enjoyment of breaks during work and weekly holidays, changing the layout of the work sector , usage of communication technology to prevent displacement, compensatory physical activities, furniture adaptation, among others<br>A presente Disserta??o de Mestrado apresenta uma pesquisa que tem como objetivo analisar as atividades de trabalho dos gerentes de um hotel na cidade de Natal/RN - Brasil, realizando um diagn?stico de suas atividades e relacionando os aspectos que impactam a qualidade e a produtividade dos servi?os hoteleiros e a sa?de ocupacional dos gerentes. Esta pesquisa caracteriza-se como estudo de caso com abordagem qualitativa, tomando como refer?ncia o m?todo da An?lise Ergon?mica do Trabalho, que tem a an?lise da atividade de trabalho dos gerentes como foco e combina a aplica??o de m?todos observacionais e interacionais. A Ergonomia e a Macroergonomia s?o utilizadas neste estudo para compreender os contrantes f?sicos, cognitivos e organizacionais das atividades dos gerentes e caracterizar a arquitetura organizacional e o projeto de trabalho do referido hotel. Constatou-se uma alta carga de trabalho, ac?mulo e do desvio de fun??es exercidas pelos gerentes, aumentando, dessa forma, o desgaste f?sico e ps?quico sofrido por eles. Identificou-se que a atividade dos gerentes ? marcada por ambival?ncias de poder, restrita autonomia, coopera??o, interdepend?ncia entre as ger?ncias e medo da incompet?ncia. Percebeu-se, tamb?m, que os gerentes dedicam o maior tempo do dia ao trabalho (37%), outro tempo ao sono (30%), restando apenas 33% do restante do dia para as atividades destinadas ? alimenta??o, aos cuidados com a sa?de, fam?lia, estudo e vida social. Apesar de existirem poucos estudos abordando a sa?de e a seguran?a de gerentes de hot?is, esta pesquisa revelou que 84% dos gerentes do hotel pesquisado queixam-se de dores musculoesquel?ticas que 50% s?o obesos e que 100% s?o sedent?rios. Observou-se ainda que os gerentes adotam posturas corporais inadequadas durante a realiza??o das atividades de trabalho que contribuem para que ocorram les?es ou dist?rbios osteomusculares relacionados ao trabalho, em um futuro pr?ximo. Foram recomendadas medidas ergon?micas como investimento na qualifica??o e treinamento dos gerentes, est?mulo ao trabalho cooperativo, adequa??o da carga de trabalho, limita??o de horas-extras, preserva??o do gozo das pausas durante o trabalho e da folga semanal, mudan?a do layout do setor de trabalho, utiliza??o de tecnologia de comunica??o para evitar deslocamentos, atividades f?sicas compensat?rias, adequa??o do mobili?rio entre outras
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Demeke, Wegene. "Small and Micro Business Enterprises (SMBEs) in Addis Ababa, Ethiopia : development and poverty reduction through Information and Communication Technologies (ICTs), with particular reference to the hotel industry and associated businesses." Thesis, University of West London, 2014. https://repository.uwl.ac.uk/id/eprint/1056/.
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The role of Information and Communication Technologies (ICTs) as a facilitator and enabler for development and poverty reduction has been increasingly recognised by many international organisations. ICTs need to be diffused in society to have their effects realised. The diffusion of ICTs in developing countries is lagging behind the developed countries creating the digital divide. Although the divide is reducing in many sub-Saharan countries, in Ethiopia it is increasing. The purpose of this study is to find the factors that affect the adoption and nonadoption of ICTs in small and micro businesses in Addis Ababa, Ethiopia. A number of sectors were explored and the hotel and tour operator sector was found to have both adopters and non-adopters. The hotel and tour operator business in Addis Ababa was selected to be the study population. The main research question was to find the connection between the political, economic, and social factors and the adoption and use of ICT in this sector. While cultural, social-economic, political and legal factors affect the adoption of innovation in both developed and developing countries, these factors are more pronounced in the developing countries. Rogers’ diffusion of innovation theory is a good initial theoretical candidate for understanding the ICT diffusion factors. However, to include the national level factors, a theoretical framework was proposed based on Rogers’ diffusion of innovation theory. An exploratory research method was used to shed light on the adoption and non-adoption factors. It uses mixed methods research methodology in two phases to collect data from owners/managers. In the first phase in-depth interviews were conducted with 16 hoteliers who adopted ICT in their businesses. In the second phase survey questionnaires were used to collect data from 128 hoteliers and 57 tour operators. In this phase both adopters and non-adopters of ICT were included. Data were analysed using NVivo and Statistical Package for Social Sciences (SPSS) software packages. This study argues that the telecommunications monopoly, the non-affordability of ICT products and services, the general economic situation, lack of knowledge and awareness of the technology, and lack of legal protection for small hotels affect the adoption negatively. On the other hand, network externalities, competition among hoteliers, and major customers (foreign) act as a facilitator agent and have a positive impact on the adoption of ICT. The researcher argues that the political, social, economic, technological and legal policies are the sources of the adoption and non-adoption factors of ICTs in the hotel and tour operator business.
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Mestre, Ana Luísa Charrua. "Processos de cocriação na hotelaria - o estudo de caso da gestão dos comentários online no Olaias Park Hotel." Master's thesis, Escola Superior de Hotelaria e Turismo do Estoril, 2018. http://hdl.handle.net/10400.26/24653.
Full textAbstract:
A crescente preponderância do mundo online, das mudanças de paradigma e de estigmas vivenciados pela sociedade, leva a que estejamos perante uma alteração na forma como os consumidores partilham experiências e tomam decisões relativas à compra quer seja de um produto ou de um serviço.
A utilização de smartphones, e o consequente aumento da presença nas redes sociais, cria uma atenção especial ao fator moda e tendência, que são vistas como modelos a seguir, em todo e qualquer setor, aplicado claramente à hotelaria e ao tema desenvolvido nesta dissertação. Esta forma de viver e observar momentos, obriga a que os consumidores façam a sua própria leitura através das imagens e comentários que visualizam diariamente. É essencialmente neste ponto que nos focamos – na gestão dos reviews online – em particular do lado da unidade hoteleira.
Se por um lado se deu o boom de youtubers, bloggers ou digital influencers, podemos consagrar que a importância do que é escrito nas plataformas digitais, não advém apenas destes utilizadores, mas de todo e qualquer um cidadão comum que pretende partilhar o que vivenciou em determinado sítio, com frustrações, incumprimento ou superação de expetativas. Daí a importância da gestão da reputação online, e a aposta nos processos de cocriação, que pretendem levar à melhoria do desempenho do serviço e ao término de falhas identificadas. É a partir daqui que se podem utilizar as sugestões dos hóspedes para criar um produto de sucesso.<br>The increasing preponderance of the online world, the shifts of paradigm and stigmas lived by society, leads to a change in the way of consumers share their experiences and make decisions related with the purchase of a product or a service. The use of smartphones, and the consequent increase of presence in social networks, create a special attention to the style and trend factors which are seen as models to follow in all sectors, clearly applied to the hospitality and to the theme developed in this thesis.
This way of living and observing moments, obliges consumers to make their own reading through pictures and comments they say daily. We focus essentially on this point – in the online reviews management – in particular from the side of the hotel.
There was the boom of youtubers, bloggers or digital influencers, we can verify that the importance of what is written on digital platforms does not come only from these users, but from all the citizens who want to share what they have experienced somewhere, with their frustrations, failure or expectations exceeding. Hence the importance of online reputation management, and the focus of the co-creation processes that serve to improve the performance of the service and to finish with the identified failures. It is from here we can use the guest´s suggestions to create a successful product.