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1
Cerović, Zdenko. "Management hotelskog domaćinstva." Tourism and hospitality management 1, no. 1 (May 15, 1995): 95–104. http://dx.doi.org/10.20867/thm.1.1.9.
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Hotelske usluge sastavljene su od skupa raznih usluga u hotelu, ali se mogu razvrstati u osnovne i sporedne usluge. Osnova izbora i dolaska gosta u hotel je hotelska soba. Soba u hotelu je drugi dom gosta, a hotelskom managementu ostvaruje 40 posto ukupnog prihoda. Uređena i privlačna soba postaje prvi zadatak managementa hotela, u određivanju kvalitete hotelske sobe ključnu ulogu ima hotelska domaćica koja se po svojim funkcijama i zadacima svrstava u srednji hotelski management. Domaćica hotela osnovni je čimbenik uspješnog poslovanja hotela i ostvarenja želje gosta da dobije privlačnu sobu, za koju će platiti upravo onoliko koliko ona stvarno i vrijedi na tržištu.
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Dogru, Tarik, Sean McGinley, and Woo Gon Kim. "The effect of hotel investments on employment in the tourism, leisure and hospitality industries." International Journal of Contemporary Hospitality Management 32, no. 5 (April 27, 2020): 1941–65. http://dx.doi.org/10.1108/ijchm-11-2019-0913.
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Purpose The purpose of this paper is twofold: first, to examine the extent to which hotel investments create jobs and, second, to compare whether investment in a particular hotel segment generates more or less jobs in the overall economy and in the tourism, leisure and hospitality industries. Design/methodology/approach The panel autoregressive distributed lag regression model was used to examine the effect of total hotel investments and hotel investments in economy-scale, midscale, luxury-scale and independent hotels on total employment and employment in the tourism, leisure and hospitality industries in the USA. Findings Hotel investments increase employment in both the overall economy and the tourism, leisure and hospitality industries. Midscale hotels make the highest contribution to employment in the overall economy. Economy-scale hotels make the highest contribution to employment in the overall tourism, leisure and hospitality industries. Research limitations/implications The results support the postulations of growth pole theory. As hotel investment increases, not only does the hotel industry see gains in employment but also does related economic sectors see an increase. Midscale hotels have the greatest positive impact on local labor markets, which is consistent with the assertions of middle-out economics. Practical implications Community leaders should encourage the type of investment that benefits the broader area as much as possible by incentivizing the type of growth that is related to employment growth. Originality/value This study investigates the relations between hotel investment and employment from a theoretical and empirical perspective by providing objective claims inferred from statistical inferences.
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Nino Ositashvili, Nino Ositashvili, and Nana Nadareishvili Nana Nadareishvili. "The Role of Benchmarking in Hotel Management Improvement." Economics 104, no. 3-5 (June 22, 2021): 166–75. http://dx.doi.org/10.36962/104/3-5/202101166.
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Hospitality is the most sensitive business in the world. Any small change in the country has an immediate impact on this industry. However, it should also be noted that this area also has the ability to recover quickly (coming out of various crises). The world practice of successful hotel operation has shown that the presence of benchmarking companies in developed countries has brought good results to various enterprises. Since the hotel industry in Georgia is not yet developed to a level that meets international standards, it would be a good idea to create the regional hotel associations, to invite experts who provide benchmarking with their consulting activities and services. This means that the high-ranking experts will be invited to select the most important indicators for the analysis. Creating a service standard framework will help the hotel industry to improve the quality of a service. Why is the knowledge of benchmarking tools important for hotels? Using benchmarking tools helps: 1. Investors to determine a range of investment in the construction of a hotel based on the tariffs and occupancy in the market. What will the hotel room cost based on the investment and how long will it take to get the investment back? 2. Revenue management increase revenue; the best example of this is the benchmarking operations provided by the hotel chain Ritz Carton. 3. Hotels to have more satisfied customers. This means if the hotel rating is higher than that of other hotels, more customers are attracted. 4. To increase the qualification of hotel staff and to increase their motivation. This will improve the quality of the work done by them. 5. To save money on experiments; By using the best experience and offering your own option, the hotel will raise its awareness and increase its popularity. Keywords: Benchmarking, Competition, Management, Hotel Services, Hospitality.
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Anita, Tiurida Lily, and Aditya Pratomo. "Food safety management and food quality in hospitality industry during covid-19 pandemic." Uncertain Supply Chain Management 9, no. 3 (2021): 681–86. http://dx.doi.org/10.5267/j.uscm.2021.5.001.
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During the pandemic, many hotels have lost their source of income. The sources of hotel revenue that usually come from the sales of rooms, food and beverages, or other services have suddenly disrupted. This study was conducted to examine whether the food quality and food safety that are implemented in hotels during the social distancing period can increase customer satisfaction and increase revenue from food products made in hotels. This research was conducted by conducting observations and case studies at a hotel in Jakarta. Population and samples were taken from guests who came and bought food products at this hotel since the hotel started operating again in June 2020. This research was conducted in a descriptive quantitative manner. The analysis technique, namely path analysis, was carried out to show whether the factors of food quality, food safety, customer satisfaction have a direct or indirect effect on hotel revenue from food products. The results found that food quality, food safety and customer satisfaction had a direct impact on increasing revenue at the company.
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Fernández-Robin, Cristóbal, María Soledad Celemín-Pedroche, Paulina Santander-Astorga, and María del Mar Alonso-Almeida. "Green Practices in Hospitality: A Contingency Approach." Sustainability 11, no. 13 (July 9, 2019): 3737. http://dx.doi.org/10.3390/su11133737.
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This study focuses on discovering sustainable practices and possible innovative practices according to factors of Contingency Theory. In order to achieve this, a qualitative approach has been conducted. The study analyses 24 independent hotels. Semi-structured interviews were used in this study and conducted in person with the top managers at each hotel. The results show that, in accordance with Contingency Theory, the organizational behaviour is determined by the environment in which the hotel operates, the size of the establishment, where large- and medium-sized hotels are more committed to sustainable development, the environmental technology adopted and implemented by the hotel, and the main type of clientele, with hotels aimed at business travellers who show greater attention to the environment than those aimed at leisure travellers, mainly associated with socio-cultural values. The factors that were not completely decisive in the results analysed were the age of the hotel and the sex of the hotel owner. Considering the achieved results, this study may also contribute to identifying the most sustainable hotels and can help hotel businesses understand and reap the benefits of following a sustainable path.
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Laerdal, Kirsti Margrethe, Catherine Palmer, and Jo-Anne Lester. "Constructing and performing hotel hospitality culture." Hospitality & Society 00, no. 00 (September 9, 2021): 1–24. http://dx.doi.org/10.1386/hosp_00043_1.
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This article discusses the social processes underpinning the co-construction and performance of hotel hospitality culture. The influence of culture within the hospitality sector has inspired conceptual and empirical research resulting in a significant literature base. However, gaps remain in understanding how culture manifests itself through behaviour in the publicly accessible areas of a hotel. This gap was addressed by research designed to uncover the social processes and behavioural dynamics underpinning the construction of hotel culture/s. Informed by social constructionism, a purposeful sampling strategy and a range of qualitative methods were employed: participant observation, a fieldwork diary recording observations of behavioural encounters, conversational and semi-structured interviews. The findings demonstrate that hotel hospitality culture is co-constructed and performed through interactions between people. Two distinct hotel cultures emerged, Second home/extended family and Corporate leisure. The findings provide a deeper, more holistic understanding of how hospitality culture is brought to life in hotels through the taken-for-granted social encounters between people, encounters wherein hospitality is given, received and experienced.
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Waikar, Vilas Govind, Purva G. Hegde Desai, and Nilesh Borde. "Hotel’s grid group structure and risk management practices." Tourism Review 71, no. 3 (August 15, 2016): 192–204. http://dx.doi.org/10.1108/tr-03-2016-0006.
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Purpose Risk management is an emerging research area in tourism and hospitality. This paper classifies hotels based on grid (control) and group (inter dependencies) structure given by the cultural theory of risk. This paper aims to understand whether hotels grouped as per grid group structure differ on risk coping strategies such as mitigation, absorption and transfer for various hospitality risks. Design/methodology/approach Primary data are collected from 112 senior managers of luxury hotels using structured questionnaire aimed to capture the grid group aspect and risk management practices. Using factor scores, hotels are grouped. One-way analysis of variance is performed on these data to ascertain whether risk management practices of various types of hotels differ. Findings Results provide new insights into hotels grid group aspect and risk-related behaviour, revealing that hotels significantly differ on risk coping and confirming that the structure of hotel – the grid and group – does impact its risk management practices. Research limitations/implications The study adds to the extant literature. For the first time, the grid group structure of hotel is proposed to impact the risk coping. Second, the risk perception study is conducted at firm level and not at individual level as done in past. Third, the paper looks at all three risk management practices and not in isolation, thus taking the risk research dialogue further. The study has not considered non-luxury hotels. Second limitation is a small sample of 112 hotels. Practical implications The study opens up a new perspective on hotel risk management. The researchers will benefit from the newer, theoretical understanding of firm-level complex structure of risk. The hotels risk professionals can benefit from understanding grid group structure and risk coping practices. Originality/value The novel approach of grid group classification of hotels is developed. Risk management practices are studied across hotel types for various risks. Study enhances the understanding of risk and grid group structure with regard to managing hospitality risk.
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Wang, Jie, Ming-Hsiang Chen, Chin-Yi Fang, and Li Tian. "Does Board Size Matter for Taiwanese Hotel Performance? Agency Theory or Resource Dependence Theory." Cornell Hospitality Quarterly 59, no. 4 (October 16, 2017): 317–24. http://dx.doi.org/10.1177/1938965517735906.
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Due to the fast growing hotel industry in Taiwan, recent hospitality studies has paid attention to how various factors affect the Taiwanese hotel performance and offered interesting and valuable findings. To expand the financial literature of the Taiwanese hotel industry and the hospitality literature as a whole, this article is the first hospitality study to investigate how board size affects firm performance of publicly traded hotels in Taiwan. Panel regression test results reveal an interesting finding. Specifically, there is an inverted U-shaped relationship between board size and hotel performance in terms of return on assets, return on equity, and Tobin’s Q with an optimal value of board size equal to 10. This indicates that while board size up to 10 has a positive impact on hotel performance (supporting the resource dependence theory), board size can deteriorate hotel performance when it is larger than 10 (supporting the agency theory).
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Prud’homme, Brigitte, and Louis Raymond. "Implementation of sustainable development practices in the hospitality industry." International Journal of Contemporary Hospitality Management 28, no. 3 (March 21, 2016): 609–39. http://dx.doi.org/10.1108/ijchm-12-2014-0629.
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Purpose This study aims to describe and understand how and to what extent hotel managers adopt sustainable development (SD) practices in their establishment, given the presence of barriers to the adoption of such practices by hotel establishments, and the lack of knowledge as to the ways and means by which an SD orientation is developed and implemented. Design/methodology/approach A qualitative research strategy was chosen to answer the research questions, that is, a multi-site case study of five Canadian hotels. Findings The study shows why and how hotel managers proceeded to develop and implement an SD orientation, as well as the contextual factors that affected the extent to which SD practices were adopted. Research limitations/implications The initial elaboration and validation of a process model of SD adoption in hotel establishments constitute a conceptual building block upon which this complex phenomenon can be further studied. Practical implications This study demonstrates that in the hospitality industry, implementing an SD orientation is a strategy that can be enabled through the provision of required knowledge and expertise as well as appropriate tools and techniques to hotel managers. Originality/value In describing and understanding the dynamics of implementing a SD orientation in five Canadian hotels, this study has provided a conceptually and practically fruitful answer to the question of “how” and “to what extent” hotels adopt SD practices.
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Garbin Praničević, Daniela, and Ante Mandić. "ICTs in the hospitality industry." Tourism 68, no. 2 (June 8, 2020): 221–34. http://dx.doi.org/10.37741/t.68.2.9.
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This study delivers the importance-performance analysis of the information and communication technology (ICT) driven solutions among small and family-owned hotels (SFH) in Croatia. The analysis reflects the opinions of owners of 21 SFH, all of which are members of the National Association of Family and Small Hotels (OMH). The findings demonstrated the existence of a significant gap between the perception of the importance of specific innovations and actual hotel performances. In most cases, hotel performances are rated significantly lower than the perceived importance of particular innovation, which indicate that resources should be better and more wisely allocated. In some cases, hotels do not recognise the benefits of ICTs used or are not satisfied with the results. The primary constraint for higher integration of the ICTs within this sample is the lack of financial resources. The study reveals the importance-performance gaps within the perception of technological innovations in the SFHs, elaborates on potential constraints for more substantial reliance on ICTs and discusses the possible implications. Finally, the study provides recommendations for future research.
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USHAKOV, Roman Nikolaevich, Elena Mikhajlovna KRYUKOVA, Valeriya Shotaevna KHETAGUROVA, Irina Viktorovna MUKHOMOROVA, and Vladimir Vladimirovich ZELENOV. "Efficiency of Hotel Management. Training of Specialists in Hotel Industry Field." Journal of Environmental Management and Tourism 11, no. 2 (May 6, 2020): 388. http://dx.doi.org/10.14505//jemt.11.2(42).17.
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The article deals with the main issues recently faced by the hospitality industry, as well as suggestions for their elimination and minimization. The study has shown that the main issues include the large gap between the practical and theoretical aspects of the training process, in addition to the insufficient amount of practice during the whole course of studying in the field of “Hotel industry”, which makes it impossible to adequately prepare graduates for competition on the labor market in the area of hotel service. Other issues include the lack of language teaching in higher education institutions that specialize in training hospitality business professionals, which undermines the entire education system aimed at communication with foreign guests. In the article, the authors analyze the problems of Russian higher education related to training professionals for the hospitality industry. These problems lead to the loss of competitiveness on the European and global market of educational services. The authors identify the key elements in the training of specialists that require improvements to engage in competition. After the study in this field was conducted, the ways of solving the identified problems were proposed. The solutions involved the principles of creating a competitive school of hotel management in Russia as a factor in the development of the resource potential of hotels. As a result, the prestige of studying in such higher education institutions rises.
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Ma, Shuang, Chao Zhang, and Yonggui Wang. "From service engagement to product purchase: cross-buying behavior in hospitality contexts." International Journal of Contemporary Hospitality Management 32, no. 7 (May 15, 2020): 2325–43. http://dx.doi.org/10.1108/ijchm-10-2019-0819.
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Purpose The purpose of this paper is to explore the transformation from service engagement through hotel consumption behavior to subsequent product purchases and identify marketing strategies to facilitate this transformation. Design/methodology/approach Using a 1.5-year data set of transactional data from a typical hotel firm, the authors examined 4,999 valid purchase events via ordinary least squares regression to test the hypotheses proposed. Findings Contrary to studies indicating that heavy hospitality users are resistant to external change, the authors found that hotel service engagement (in terms of recency, frequency and monetary value) significantly informed subsequent product purchases. Effects varied based on customized solutions and product purchase channel. Practical implications Product managers in hospitality should target customers who have recently patronized hotels as well as hotel customers with high monetary value and frequency. Managers can adopt distinct marketing strategies (e.g. customized solutions and purchase channels) to sell hotel customers more products. Originality/value Prior studies have framed the cross-selling of hospitality services as a vital revenue management strategy from hotel firms’ or frontline employees’ perspectives. However, to the best of the authors’ knowledge, this is the first study to test how hotels cross-sell tangible products by targeting customers engaging in hotel consumption and by examining two major product marketing strategies that may facilitate or hinder this cross-selling process.
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Xue, Fujing, Longzhu Dong, Baojun Gao, Zhen Yu, and Vasyl Taras. "Understanding the relationships between distances and herd behavior in online reviews: the moderating effects of hospitality experience." International Journal of Contemporary Hospitality Management 32, no. 10 (September 7, 2020): 3295–314. http://dx.doi.org/10.1108/ijchm-02-2020-0134.
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Purpose This study aims to investigate the determinants of herd behavior in online hotel service evaluations, focusing on the cultural and geographic distance characteristics of customers. Design/methodology/approach On the basis of 381,462 TripAdvisor reviews of hotels in the USA written by more than 100,000 customers from 92 countries, this study uses the empirical analysis to explore the collective roles of cultural distance, geographic distance and hospitality experience on herd behavior in online hotel ratings. Findings Cultural and geographic distances between customers and product and service locations positively affect herding and these two effects are substitutable. The hospitality experience of customers attenuates the impacts of distances on herding. These results are robust for multiple hotel service ratings. Practical implications Findings help hotels understand perceptual biases of customers on hotel services under the social influence and consequently develop effective marketing strategies to boost hotel revenues and increase profitability. Originality/value The research contributes to hospitality and online review literature by understanding how cultural and geographic distances shape online hotel service evaluations under the root of the uncertainty of decision-making and the observation of others’ behavior. The research also contributes to the distances in international business literature by deepening the understanding of the substitution and heterogeneity of distance effects. Methodologically, a time-varying and monotonously increasing variable is constructed to depict customers’ hospitality experience. The extensive data volume ensures the generalizability of our results.
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V. Zhukov, Dmitry, and Chiara Sardo. "A conceptualized model of crisis management for small hotel companies." International Journal Of Innovation And Economic Development 1, no. 5 (2015): 53–61. http://dx.doi.org/10.18775/ijied.1849-7551-7020.2015.15.2005.
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With the increased globalization and interconnectivity, no economy of the world is able to stay immune to recessions. Similarly, recessions and crises are part of normal business cycle and hospitality industry is not an exception to it. Therefore, development of a crisis management system in the field of hospitality management has become very relevant. Several models have been developed to deal with the necessity of implementing successful crisis management strategies in hotel industry. However, no specific model has been conceptualized for small hotel companies, which, because of their peculiarities, require ad hoc crisis management strategies. Indeed, the small hotel companies are less resistant to crises because of inner characteristics: fewer resources and less specialized management. After reviewing the literature and by taking into consideration the specific characteristics of small hotels, a conceptual model is proposed in this paper. The model has been conceptualized in order to provide a highly flexible and universal tool, that can be adopted by various hotels in different countries and that can address different types of crisis, in different stages by using different approaches. This four stage model has been developed especially regarding the preparation stage and the crisis warnings’ detection: Indeed, preparation is the first step to a successfully crisis management strategy. A further ability of this model is linked to the possibility of working with potential crisis and to turn them into business opportunities.
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Granata, Giuseppe. "Digital Communication Tools: E-Wom in the Tourism & Hospitality Industry." International Journal of Advances in Management and Economics 9, no. 3 (April 30, 2020): 57–61. http://dx.doi.org/10.31270/ijame/v09/i03/2020/7.
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The tourism industry has been greatly influenced by the development of information and communication technologies (ICT), as in the case of word-of-mouth digital communication or e-WOM, that allows users to express opinions about their experience as tourists online. Hotels are the providers of tourist services that are most interested in this communication tool, using which they can obtain feedback and information useful for improving management and economic results. To date, academic literature on this topic has been focused on consumers, and the research contribution related to management is limited. This research contributes to the study of e-WOM as a digital communication tool for hotels in the Italian context. A descriptive analysis of this phenomenon was carried out using a survey conducted among hotel managers and marketing managers. This survey revealed different points of view on different user profiles and hotels involved. Keywords: Digital communication, E-WOM, Hotel industry, Relationship marketing, Word-of-mouth.
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Sahin, Ilker, Mustafa Gulmez, and Olgun Kitapci. "E-complaint tracking and online problem-solving strategies in hospitality management." Journal of Hospitality and Tourism Technology 8, no. 3 (October 2, 2017): 372–94. http://dx.doi.org/10.1108/jhtt-02-2017-0009.
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Purpose This research aims to scrutinize the negative reviews regarding the 5-star chain hotels and the e-responses on TripAdvisor, to categorize the complaints declared in the review texts, to provide better understanding of the online problem-solving methods of hotels and their corporate approach to e-complaints and to reveal the post-vacation electronic word-of-mouth (e-WOM) behaviours of the complaining tourists. Design/methodology/approach Within the scope of this research, 404 negative reviews and 364 e-responses are subject to an extensive content analysis. A total of 1,655 tourist e-complaints which were mentioned in the negative online reviews are categorized according to their subject matters and grouped under main themes. The e-responses of hotels and statements of e-complaining tourists regarding post-vacation experience are analysed in detail based on a qualitative research approach. Findings As a result of the research, 82 sub-themes within 11 complaint categories are determined, and it is found out that the e-complaints mainly focus on “food and beverage services”, “room comfort” and “hotel staff”. The hotel management mainly implemented problem-solving strategies such as “request for future patronage, a recovery plan as a result of the detailed analysis of the problem and warning to the relevant department performing poor service” as well as giving unsatisfactory “cliché responses”. Dissatisfied tourists performed negative e-WOM behaviours by using abusing expressions in review text, recommending different hotel alternatives, failing to recommend the hotel and expressing that they would not return. Originality/value Combing through negative e-reviews which include wide range of complaints of disappointed tourists and the statements which reveal post-vacation tendencies and feelings, the e-responses of hotels that are providing insight regarding the corporate approach to negative feedbacks and formation of post-vacation relations between the hotel and customers, the paper adopts a qualitative and utilitarian approach. The originality of the paper stems from its elaborative context analysis and balanced comparison of three 5-star luxury chain resort hotels located on the shores of the Mediterranean with almost similar quality standards and guest relations/public relations (GR/PR) departments that represent corporate identity. To this respect, the research is thought to be original in quality and can fill out the gap in the tourism literature. Presenting conceptual framework and practical information, the paper is predicted to guide the future studies, tourism marketers, travel consultants, PR/GR staff and managers employed in hospitality businesses.
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Sobin, Oleksii. "Definition of the main ways of recovery of the hospitality industry." Technology audit and production reserves 3, no. 4(59) (July 1, 2021): 18–21. http://dx.doi.org/10.15587/2706-5448.2021.235925.
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The object of research in this work was the tourism industry. The main emphasis was placed on hotel enterprises, which suffered heavy losses during the knockdown period, as well as in the post-clown period. The conditions of the pandemic lockdown have prompted economic agents to restructure in accordance with the new communication and operational rules. The sphere of hotel services, the main purpose of which is the organization of recreation, has suffered the most from quarantine, because it was completely banned. Therefore, small hotels could not recover, they closed. Subsequently, the government was allowed not to close the domestic hotel industry, but to continue to operate subject to specially developed temporary recommendations for the operation of hotels. These recommendations relate to hotel reservations, accommodation and meals for tourists in rooms, hotel disinfection conditions and room disruption before and after guest accommodation, hotel staff working conditions, and the like.
The creation of hybrid hotels or combo hotels and concept hostels as integration forms of enterprises in the hospitality industry has been proposed as one of the possible ways out of the hospitality enterprises. The study used an empirical method of research. By comparing different periods it was possible to draw conclusions about the financial losses of the hotel industry. Due to the analysis of the issue, changes in the organization of hotels, working conditions of the hotel industry, which occurred due to the introduction of quarantine, were investigated and revealed. The article examines the problems and difficulties of the hotel industry in a pandemic. Mitigation of quarantine has helped to revitalize activities, but it is legitimate within the protocols and regulations of local and state authorities to prevent the spread of viral infections. Therefore, the management of economic entities introduces compliance control for compliance and compliance with the rules, another name for compliance control – «compliance risk management». This function is assigned to special employees or even entire divisions of the company. Large enterprises introduce a department or service responsible for compliance.
The research results obtained can be useful in studying issues related to man-made disasters, environmental disasters and their impact on the tourism industry.
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Alhammoud, Morhaf Farhan, Alexander M. Zobov, and Hassan Almyshrqi. "Labor performance as one of the elements of personnel control and management in hotels in Syria." RUDN Journal of Economics 27, no. 2 (December 15, 2019): 303–12. http://dx.doi.org/10.22363/2313-2329-2019-27-2-303-312.
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Increased productivity is one of the least studied and challenging aspects of hotel and restaurant business management. The requirement to ensure productivity growth in order to survive and sustain business, including in Syria’s resurgent hospitality industry, is becoming increasingly important for managers. The active work of hotel managers in motivating and controlling staff in hotels should be a relevant and popular element in the development of a modern entrepreneurial culture, and better service. This article discusses what service productivity means, especially in the hospitality industry. This is confirmed by a study of the degree of compliance of the respondent hotels, which have become the object of the study, and labor productivity indicators in order to find a suitable standard of measurement and management system for the hotel industry in Syria. The article also provides an overview of the latest trends in the hotel business of Syria and a detailed analysis of the current tourism situation in Syria, including the study of the productive capacity of the labor force in the field of tourism and hotel in Syria on the basis of age, gender and educational level of workers in this field. This study has an important impact in determining how to increase production capacity in the sector of tourism and hotel in Syria.
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Dinnen, Rosalynn, and Ahmed Hassanien. "Handling Customer Complaints in the Hospitality Industry." International Journal of Customer Relationship Marketing and Management 2, no. 1 (January 2011): 69–91. http://dx.doi.org/10.4018/jcrmm.2011010105.
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Drawing on associated literature and empirical research, this paper examines the engagement and expertise of hotels in handling customer complaints. This is of considerable interest to practitioners and academics within the field of hospitality management. The study explores hotel management’s attitudes and practices toward handling customer complaints within the hospitality industry in Scotland. In this paper, the authors analyze case study interviews with four and five star hotel managers in Scotland. The findings reveal that encouraging customer complaints and feedback should be seen as a way in which to develop a better relationship with and retain customers. The results also confirm the importance of having employee training in the area of customer complaints, recommending that employees handle complaints themselves. Furthermore, the study suggests that hotels must be well equipped for logging, processing and analyzing complaints. Management implications and areas for further research are also discussed.
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Ahmad, Rozila, and Noel Scott. "Technology innovations towards reducing hospitality human resource costs in Langkawi, Malaysia." Tourism Review 74, no. 3 (June 12, 2019): 547–62. http://dx.doi.org/10.1108/tr-03-2018-0038.
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Purpose Hotel labour costs in Malaysia are increasing. This paper aims to explore Langkawi hotel managers’ perceptions about reducing labour costs using various information and communication technology (ICT) innovations. Design/methodology/approach Semi-structured interviews were conducted with managers from 19 budget and boutique resorts on Langkawi Island, Malaysia. Qualitative data were recorded, transcribed and content analysed using latent coding. Findings All hotel managers reported using some form of ICT. The purpose for ICT adoption found was to increase productivity and efficiency. A hotel’s customer mix, the need of the organization and the technology budget available influenced the outcome of technological innovation. Langkawi hotels had successfully implemented Property Management Systems (PMSs), but self-check-in/out kiosks were not seen as important as they do not meet their customers’ service expectations. Research limitations/implications This study identifies some factors influencing uptake by hotels of technological innovations. This initial qualitative exploration of the technology adoption feasibility in Langkawi suggests that implementation to reduce labour cost is more likely for employee-operated devices rather than customer-operated devices. Practical implications This study contributes to the human resource (HR) management literature by providing insight into the reasons hotel managers introduce technology in a developing country context. Results suggests that hotels face challenges in reducing labour costs through technology. These insights may serve to guide policymakers and hotel managers in other developing countries that are planning to use technology to solve their HR issues. Luxury hotels can consider adopting ICT for back-of-the-house operations such as using a HR information system within the HR department and PMS for the hotel overall operation. Social implications These findings can increase the Malaysians awareness of ICT importance, especially in the hotel industry. Originality/value The Malaysian national minimum wage order policy was introduced in 2012. This policy has resulted in increased labour costs and suggests a need to adopt ICT. This paper is the first to examine the viewpoints of hotel practitioners as to the viability of this strategy. Whilst many studies on the adoption of ICT in the hotel industry focus on its impact on productivity and firm’s performance using quantitative methods, this study used qualitative methods to explore hotel managers’ perceptions on its feasibility to reduce dependence on labour.
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Menicucci, Elisa. "The influence of firm characteristics on profitability." International Journal of Contemporary Hospitality Management 30, no. 8 (August 13, 2018): 2845–68. http://dx.doi.org/10.1108/ijchm-04-2017-0219.
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Purpose The purpose of this study is to inspect factors influencing profitability in the Italian hospitality industry during the period 2008-2016. Design/methodology/approach This paper examines the profitability and its determinants using a sample of 2,366 Italian hotels. The author applies a multidimensional measure of profitability comprising return on equity, return on assets, occupancy rate and gross operating profit per available room. The author investigates variables influencing performance and includes them into five groups: market variables, business model, ownership structure, management education and control variables. Findings The results show that financial crisis, business model and ownership structure affect hotel firms’ profitability. Particularly, findings suggest that size, internationalization, location, accommodation as first activity and chain affiliation influence profitability positively. Research limitations/implications Results confirm the importance of firm-specific factors for evaluating the profitability of a hotel firm. Findings also provide new evidence for academics to assess factors that would guarantee profitability of hotels in developed countries such as Italy. Practical implications This investigation offers valued information and strategic suggestions for hotel investors, hotel owners, hotel managers, tourism playmakers and government. Originality/value This paper offers an in-depth examination of the practices and characteristics of profitable hotels in Italy. Few empirical studies examined the determinants of performance in the European and Italian hospitality field so far. Hence, this study attempts to bridge the gap in prior literature on profitability of the Italian hospitality industry.
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Aggabao, Burton A., and Fermin G. Castillo Jr. "Service Quality of Hotels in Abu Dhabi, UAE." GATR Journal of Management and Marketing Review 1, no. 1 (December 21, 2016): 24–32. http://dx.doi.org/10.35609/jmmr.2016.1.1(4).
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Objective - The hotel Industry in the United Arab Emirates (UAE), particularly in Abu Dhabi, is characterized by many luxury hotels (chains) and affordable accommodations. This study seeks to understand the service quality provided by such hotels by gauging hotel guests perceptions and responses. Methodology/Technique - This study uses the descriptive-survey research approach to determine the service quality of the hospitality service among hotels in Abu Dhabi, UAE. A questionnaire was designed and pre-tested for reliability and validity before it was administered. The responses and interview answers of 50 hotel guests of different cultures and countries were gathered. Majority of them were tourists and travellers. Findings – Analysis of datadisclosed that the service quality of hotels in Abu Dhabi was appraised as "very good to excellent". Customer service and the quality of services were two important variables that play a major role in the hotel industry. Novelty - The hotel industry in the UAE is sustainable due to the UAE's progressive plans and competitiveness. Type of Paper - Empirical Keywords: Tourism; Tourist, Service Quality; Customer Service;Hospitality Management. JEL Classification: M10, M31.
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Voronova, Olga, Viktoria Khareva, and Tatyana Khnykina. "Modern information technologies in the hotel business: development trends and implementation issues." E3S Web of Conferences 164 (2020): 09017. http://dx.doi.org/10.1051/e3sconf/202016409017.
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This article discusses the main developments in information technologies of the hotel business, which is especially relevant due to the fact that today the process of economy digitalization in the Russian Federation significantly influences hospitality industry. Automation of hotels associated with the use of modern technologies particularly improves the quality of customer service. In this research major trends in the development of information technologies in hotel business were identified. They include: cloud computing, artificial intelligence, blockchain, augmented reality, etc. This paper defines the main problems of introduction of modern information technologies in hospitality industry. The study revealed that currently, information technologies are improving rapidly, directly impacting hotel business, but also assessing hotel market of the Russian Federation. In terms of development and use of modern information technologies it is important to note that a lot depends on management of a specific hospitality enterprise.
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Shostak, Marina, and Mariya Yakovleva. "Features of Personnel Management at the Enterprises of the Hotel Industry." Management of the Personnel and Intellectual Resources in Russia 10, no. 2 (May 26, 2021): 55–60. http://dx.doi.org/10.12737/2305-7807-2021-10-2-55-60.
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The specific features of personnel management at hospitality industry’ enterprises have been identified and formulated in the article. Since personnel is a key multifunctional resource in the hotel business, the research analyses in close-up how the specificity of HR-management is manifested in the personnel management’s functions in hotels. The identified specific features define the characteristics of business processes in the hotel industry and reveal the mechanisms for improving the personnel management system. The factors having a direct impact on the characteristics of personnel management, the labor market in the hotel industry and the cause-and-effect relationships of influence will receive attention in the authors’ further research. HR managers, specialists interacting with human resources, undergraduate and postgraduate students specializing in Management will benefit from studying this material, as it will deepen their professional knowledge and competencies in the field of understanding the features of personnel and human resources management at the hospitality industry establishments.
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Perez-Aranda, Javier, María Vallespín, and Sebastian Molinillo. "Hotels’ online reputation management: benefits perceived by managers." International Journal of Contemporary Hospitality Management 31, no. 2 (February 11, 2019): 615–32. http://dx.doi.org/10.1108/ijchm-07-2017-0460.
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PurposeThis study aims to develop a measurement model to help hotels manage their reputation within the context of online reviews and ratings platforms and evaluate the impact of this reputation management on the benefits derived by the hotels, as perceived by their managers.Design/methodology/approachPartial least squares was used to assess the model and make a causal predictive analysis, using data from a survey of a random sample of 335 Spanish hotel managers and personnel involved in reputation management.FindingsThis study shows the operationalization of hotel reputation management as a superordinate second-order construct affecting six individual first-order dimensions, strongly impacting on three key benefits as perceived by hotel managers (i.e. financial benefits, customer relationship benefits and customer-based brand benefits), within the context of online review platforms.Practical implicationsBased on the results of this study, hotel managers can improve the effectiveness of their management of ratings and reviews. They can also learn which aspects they should focus on when managing ratings and reviews.Originality/valueBased on the opinions of hotel managers, a causal model for managing online reviews was developed and validated. This study shows how reputation management affects the benefits derived by hotels as perceived by their managers.
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Vallen, Gary, and Matt Cadado. "Ethical Principles for the Hospitality Curriculum." Cornell Hotel and Restaurant Administration Quarterly 41, no. 2 (April 2000): 44–51. http://dx.doi.org/10.1177/001088040004100216.
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A survey of 45 GMs of the largest hotels in several U.S. states found a strong perception that hotel-industry workers and managers do not always behave ethically. The GMs' estimates of the annual cost of ethical violations in their own hotels ranged from under $10,000 to over $500,000, with a mean exceeding $100,000. Given a list of 12 ethical principles, the respondents ranked the concepts according to their importance to profitable hotel operation and then again according to how frequently each principle was breached. The four most important ethical principles for successful operation were leadership, accountability, commitment to excellence, and integrity. The three most-often-breached principles (in the managers' view) were accountability, commitment to excellence, and respect for others. Anecdotal comments comprised scathing observations of unethical behavior. Like so many people, the respondents considered themselves more ethical than others in the industry and also believed that the industry itself had a distance to go in relation to other businesses. The results indicated to the authors that college-level instruction in ethics would be useful for hospitality students.
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Sant’Anna, Eduardo Silva, Juliana Carneiro, and Carolina Lescura. "Who Welcomes those in Charge of Welcoming? Decent Work as an Ethos of Organizational Hospitality in Hotel Management." Revista Rosa dos Ventos - Turismo e Hospitalidade 13, no. 1 (January 9, 2021): 50–70. http://dx.doi.org/10.18226/21789061.v13i1p50.
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We draw upon the proposition that there is a paradox in the hospitality offered by hotels, since, when observing the precariousness of work in the sector, it is noticed that workers do not benefit from the same hospitality recommended in their service provision. This essay aims to discuss decent work as an ethos of organizational hospitality, considering the working conditions in the hotel industry. This proposal is relevant since the studies on decent work and tourism are not yet in evidence in Brazil, especially in its connections with organizational hospitality. From the dialogical method, the considered bibliography demonstrates developments about an ethical questioning of working conditions in hotels and a theoretical-bibliographic problematization about the characteristics of decent work as beacons of organizational hospitality.
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Chauhan, Abhishek, Ankit Shukla, and Pradeep Negi. "SAFETY AND SECURITY MEASURES ADOPTED BY THE HOTELS AND THEIR IMPACT ON CUSTOMER RELATIONSHIP MANAGEMENT." International Journal of Research -GRANTHAALAYAH 6, no. 1 (January 31, 2018): 118–25. http://dx.doi.org/10.29121/granthaalayah.v6.i1.2018.1600.
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Hotel can be defined as “Home away from home” for the guests who come to the hotel as they receive homely environment and services in the hotel. The guests who come to the hotels come with an understanding that they and their belongings would be safe and secured in the hotel during their occupancy in the hotel. The safety and security aspects play a very vital role in hospitality industry as this industry is dependent largely on the customer relationship with the hotel. If the guest encounters any security issue during their stay in the hotel, it leads to dissatisfaction of the guests resulting in Cognitive dissonance due to which the guests seeks other hotels and their buying consumer behavior becomes variety seeking consumer behavior. On the other hand, if the guests face no security and safety issue during their stay in the hotel, it leads to guest satisfaction resulting in improvement of rapport and good will of the hotel in the society thereby achieving its main objectives of PROFIT MAXIMIZATION AND GUEST SATISFACTION.
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Rishi, Meghna, and Gaurav Joshi. "Emerging challenges for branded budget hotels in India." Worldwide Hospitality and Tourism Themes 8, no. 1 (February 8, 2016): 61–82. http://dx.doi.org/10.1108/whatt-10-2015-0038.
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Purpose – The purpose of this study is to identify the emerging challenges that are faced by branded budget hotels in India. The paper aims to do this by exploring the expectations as well as challenges faced by the customers and hospitality managers of branded budgets hotels in India. Design/methodology/approach – Utilizing a multi-method approach, data were collected through literature review, eight in-depth interviews and 422 customer reviews. Thematic analysis using the hybrid approach brings out the challenges faced by hospitality managers of branded budget hotels in India. Findings – Hospitality managers face the following challenges – dipping gross operating profits, higher global distribution systems productivity for international hotel brands, location constraints, high royalty structures for management contracts, regulatory issues, business poaching and unorganized growth, bureaucracy among vendors and contactors and lack of trained manpower. Customer expectations include poor check-in/check-out services, inefficient service management, inconsiderate personnel, poor management of feedback and instances of theft. Originality/value – This work adds to the body of knowledge using real customer data and thematic analysis. The authors have not come across any scholarly work, especially in the Indian context, which looks at two stakeholders of the branded budget hotel industry. Hence, recommendations from this work are valuable for hospitality managers as well as researchers.
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Golubovskaya, Maria, Richard N. S. Robinson, and David Solnet. "The meaning of hospitality: do employees understand?" International Journal of Contemporary Hospitality Management 29, no. 5 (May 8, 2017): 1282–304. http://dx.doi.org/10.1108/ijchm-11-2015-0667.
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Purpose This paper explores how hospitality frontline employees understand, interpret and practice “hospitality” in a hotel industry context. Design/methodology/approach Framed by interpretivist and phenomenological approaches a dual-stage semi-structured interview study design was conducted. A sample was drawn from hotel employees in Australia. Findings Findings support the proposition that the hospitality workforce tends to favor service management and service processes as the guiding paradigm. The essence of what it means to be hospitable, and the host-guest model, appears to be largely absent in practice. Research limitations/implications This paper contributes to a scarcity of literature exploring the understanding of hospitality, and how this understanding can translate into hospitable behavior, from the employee perspective. Our main implication is that service management terminology colonizes hospitality within a commercial context, while the essence of hospitality and the “hospitality” lexicon is concomitantly diminishing. The authors advocate for developing an inter-paradigmatic view of hospitality management. Practical implications While the study revealed that the majority of frontline hotel employees struggle with grasping and verbalizing their understandings and perceptions of the hospitality construct, although some acknowledged the importance of hospitality as being an integral component to service delivery. We identified consistent organizational practices and intrinsic employee traits that either enabled or obstructed hospitable behavior in hotel settings. Originality/value The study reveals tensions between the hospitality and service paradigms in hospitality literature and practice. We uncover hotel management practices that may help to conserve and foster the essence of hospitality in hospitality organizations.
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Fox, Renata. "Hospitality management education and quality tourism." Tourism and hospitality management 4, no. 2 (December 1998): 331–39. http://dx.doi.org/10.20867/thm.4.2.8.
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New global developments point towards a more demanding tourist and a preference for tailor-made travel arrangements. The competition is fierce and quality improvement a general trend. The most countries in south-eastern Europe have started tourism quality enhancement projects. The key element of these processes will be an internationally compatible system of professional education. In order to develop educational norms which will meet the needs of European tourism and hospitality industry, Faculty of Hotel Management Opatija has within the frame of the joint project with Manchester Metropolitan University Hotel & Tourism Management Education Development taken the first steps towards international accreditation of its curricula.
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Lee, ChienChing, and Christina Lam. "Curating Authentic Hospitality in a Local Boutique Hotel." Muma Case Review 6 (2021): 001–15. http://dx.doi.org/10.28945/4734.
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Hotel A served the boutique hotel segment. Rather than focusing on market segments in Singapore’s hotel chain scale system, the management decided to offer guests an affordable luxury experience via excellent personalized service while capitalizing on the rich and authentic cultural heritage that the hotel offered in terms of history and design. Although Hotel A had won the Best Hotel Service award three years consecutively, it was getting harder to distinguish itself from other boutique hotels and to align itself with the parent company’s (Company A) strategic long-term goals. Mr. Lim had been the manager of Hotel A for five years. He worked up the ranks, learning the ropes and garnering accolades for best service, and management skills. He had earned the respect of his staff as he empowered his staff, empathized with them and walked the talk. Since December 2019, the world had been reeling from the impact of a global pandemic caused by the coronavirus (COVID-19) which was primarily spread through physical contact and respiratory droplets. Most countries implemented very stringent measures to prevent the disease from spreading within its borders. The luxury boutique hotel category in particular had been negatively affected as the hospitality industry focused on people, personalized services and face to face interactions. One prominent change seen as a result of COVID-19 was a change in consumer behavior, influenced by risk perception (Gössling et al., 2020; Kirk & Rifkin, 2020). Guests became more cautious and concerned about safety and hygiene, preferring less human touch during registration and food delivery, and practiced safe distancing from others (Rittichainuwat & Chakraborty, 2009). Millennials had increasingly become an attractive market segment for the luxury hotel industry as they were not price conscious, preferring to “spend tomorrow’s money” and “spend ahead of income” (Wang, Sun & Song, 2011). Furthermore, as they were digital natives, products and experiences which could satisfy their luxury consumptions could be promoted easily via social media marketing. In August 2020, the Singapore government rolled out a S$45 million SingapoRediscovers campaign where Singaporeans were given S$320 million in tourism credits to drive local spending (Straits Times, August 2020). Mr. Lim is in a dilemma. How can he promote Hotel A as the preferred staycation destination to local Millennials without alienating its more traditional clientele and brand image as a heritage hotel catering to foreigners? How should Hotel A provide personalized service and maintain service quality and satisfaction with safe management measures in place in sync with Millennials’ lifestyle?
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Hay, Brian. "Perceptions of commercial hospitality space: The case of a UK university campus hotel." Hospitality & Society 10, no. 3 (September 1, 2020): 243–62. http://dx.doi.org/10.1386/hosp_00022_1.
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Over the past decade, there has been a growth in the number of hotels built on university campuses, in Europe, Asia and the United States. Originally, such hotels were often associated with a university’s hotel school and their hospitality programme; however, an increasing number of full-service campus hotels have recently been developed, with no such connections. Through 30 interviews with Heriot-Watt University staff and students, this study explores their perceptions of a newly built commercial hotel on their campus. The findings highlighted the different opinions held by students and staff as to the benefits of a campus hotel and suggested that they were viewed by both as contested hospitality spaces. However, this study submits that if they were more welcoming to students and staff and were better aligned with the ethos of the university, this would aid in their acceptance into the wider university community.
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Omelan, Aneta Anna, and Marek Raczkowski. "Unethical Consumer Practices in the Perception of Hospitality Industry Employees." Polish Journal of Sport and Tourism 27, no. 3 (September 1, 2020): 34–39. http://dx.doi.org/10.2478/pjst-2020-0018.
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Abstract Introduction. Unethical consumer practices in the hotel industry pose a global problem. They are encountered in countries and regions with a rapidly developing tourism sector and a growing number of tourists. Demanding or even impolite customers pose a challenge for hotel employees. These problems are also encountered in Poland. Materials and Methods. In the presented case study, a mixed method model combining qualitative and quantitative analyses was applied to investigate unethical tourist practices in Polish hotels. Five four-star hotels belonging to the same capital group in north-eastern Poland were analyzed. Results. The study demonstrated that hotel staff members, in particular frontline employees, are confronted with unethical customer behaviors. Five types of unethical practices that are most often encountered by hotel employees, in particular young staff members, have been identified. Conclusions. The ability to deal with difficult customers is one of the most highly valued skills in frontline employees. Hotel employees should have an opportunity to participate in regular training programs on hospitality ethics and strategies for coping with difficult situations. These skills will play a pivotal role after the SARS-CoV-2 pandemic when hotels will be struggling to bring back clients. However, excessive leniency towards guests in difficult times could have adverse consequences when businesses resume normal operations.
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Hodari, Demian, Panna Judit Balla, and Ramya Rajajagadeesan Aroul. "The Matter of Encumbrance: How Management Structure Affects Hotel Value." Cornell Hospitality Quarterly 58, no. 3 (January 30, 2017): 293–311. http://dx.doi.org/10.1177/1938965516686116.
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Hotel owners have two fundamental concerns: the financial operating performance of their asset and its selling price. While they often contract a hotel management company to operate the hotel through a lease or management agreement, common industry perception holds that such encumbrance decreases the sales price of hotel real estate assets. This implies that owners who outsource the hotel’s management may be sacrificing a greater selling price in exchange for improved operating results. While this is a critical issue for investors given that a their returns are largely dependent on an asset’s appreciation, the impact of different management structures on the sales price of hotels has not previously been studied. A hedonic valuation model was constructed based on 442 past hotel transactions in the United Kingdom between 2000 and 2015. Hotels sold encumbered by hotel management agreements and lease agreements were found to sell at a premium compared with unencumbered properties. The impact across different geographic areas and different economic periods was also examined. Hotels under management agreement achieved the highest premiums during times of economic expansion while lease contracts did so in regional markets. The findings suggest that owners need not necessarily refrain from signing management agreements or leases out of concern for their detrimental effect on their hotel’s sales price. It also provides a strong additional selling point for management companies and should reassure lenders who prefer to underwrite loans for encumbered assets.
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Kuo, Chun-Min, Li-Cheng Chen, and Chin-Yao Tseng. "Investigating an innovative service with hospitality robots." International Journal of Contemporary Hospitality Management 29, no. 5 (May 8, 2017): 1305–21. http://dx.doi.org/10.1108/ijchm-08-2015-0414.
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Purpose The purpose of this study is to identify the factors that influence the development of service robots, and to apply a service innovation strategic mindset to the hotel industry in Taiwan. Design/methodology/approach A mixed-methods approach, combining an expert panel and semi-structured interviews using a SMART SWOT ranking survey, was applied to understand the perspectives of hotel owners and robotics experts. Findings Fifty-three items were collected regarding the demand side of the hospitality market, showing that the Taiwan hospitality industry has good potential to implement service robots. Sixty-one items on the supply side of business were collected, showing that this robotics service can help hotels handle seasonal employment and labor utilization. The SWOT analysis identifies “The fun and curiosity aroused in consumers can enhance the promotion of service robots”, “Lack of talent in system integration”, “Taiwan’s aging society can increase the demand for service robots” and “China and South-east countries have aggressively poached talent in the global robotics market” as key issues. Originality/value Few studies have investigated robotics service for hotels using the six-dimensional service innovation model. This model helps identify six factors and implies that this new service concept can position hotels to better compete by using IT and relationship marketing strategies.
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Su, Na, and Dennis Reynolds. "Categorical differences of hotel brand personality." International Journal of Contemporary Hospitality Management 31, no. 4 (April 8, 2019): 1801–18. http://dx.doi.org/10.1108/ijchm-05-2018-0354.
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Purpose This study aims to differentiate the brand personality of four basic hotel categories (e.g. limited-service, selected-service, full-service and luxury hotels) to draw an overall landscape of the lodging industry on symbolic attributes. Design/methodology/approach An online survey was conducted to assess the brand personality of eight popular hotel brands competing in the US market (two brands for each price category) by using Aaker’s (1997) brand personality scale. The categorical difference in brand personality was compared at both of the dimensional and individual trait level. Findings This study draws a picture of brand personality for four prevailing hotel categories in the US market. It suggests exciting luxury hotels, sincere select-service hotels and rugged limited-service hotels, but no distinctive personality for full-service hotels. This study positions the pros and cons of each hotel category. For instance, it shows at the dimensional level, full-service hotels advance select-service hotels in excitement but fall behind in sincerity. At the individual trait level, full-service hotels strike customers as contemporary, up-to-date and good-looking, but disappoint customers on the features like honest and wholesome. Practical implications This study informs hotel brand companies and hotel investors with the pros and cons of each hotel category to assist them to improve their marketing or investment strategies. Originality/value Although brand personality has been often used to assess hotel brand’s difference, it has been rarely used to capture the categorical difference. This study adds new insights to hotel banding practice by comparing different categories on symbolic attributes.
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Kitsios, Fotis, Maria Kamariotou, Panagiotis Karanikolas, and Evangelos Grigoroudis. "Digital Marketing Platforms and Customer Satisfaction: Identifying eWOM Using Big Data and Text Mining." Applied Sciences 11, no. 17 (August 30, 2021): 8032. http://dx.doi.org/10.3390/app11178032.
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Big data analytics provides many opportunities to develop new avenues for understanding hospitality management and to support decision making in this field. User-generated content (UGC) provides benefits for hotel managers to gain feedback from customers and enhance specific product attributes or service characteristics in order to increase business value and support marketing activities. Many scholars have provided significant findings about the determinants of customers’ satisfaction in hospitality. However, most researchers primarily used research methodologies such as customer surveys, interviews, or focus groups to examine the determinants of customers’ satisfaction. Thus, more studies must explore how to use UGC to bridge the gap between guest satisfaction and online reviews. This paper examines and compares the aspects of satisfaction and dissatisfaction of Greek hotels’ guests. Text analytics was implemented to deconstruct hotel guest reviews and then examine their relationship with hotel satisfaction. This paper helps hotel managers determine specific product attributes or service characteristics that impact guest satisfaction and dissatisfaction and how hotel guests’ attitudes to those characteristics are affected by hotels’ market positioning and strategies.
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Zhukova, M., and V. Zhukov. "Increase of Loyalty of the Staff of Hotel Enterprises Based on the Use of Privileges Programs for Employees." Management of the Personnel and Intellectual Resources in Russia 9, no. 1 (April 10, 2020): 32–37. http://dx.doi.org/10.12737/2305-7807-2020-32-37.
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It is impossible to work effi ciently in the hospitality industry, ensure high occupancy of rooms, provide highquality hotel services without professional and loyal staff at the hotel, as hotel employees are one of the components of a hotel product. Therefore, almost every hotel has the task of organizing such a personnel management mechanism that would increase the loyalty of employees, intensify their activities aimed at improving the effi ciency of the hotel. The article considers the peculiarities of the personnel policy in the hospitality sector, presents all groups of material and moral factors that motivate staff to increase the effi ciency of work in a hotel, and also highlights the industry’s main problem — staff turnover on linear positions in hotels. To increase employee loyalty, international hotel operators are actively using privilege programs for their employees. The article analyzes privilege programs for employees of three large hotel operators and, based on a survey of employees of a large Moscow hotel, it is revealed that the privilege program used in the hotel has a number of signifi cant shortcomings and is not a decisive factor in building staff loyalty to the hotel. The article shows that currently for hotels the availability of loyal employees is not so much relevant as it is necessary and expedient to direct the eff orts of the personnel policy to increase the activity of employees, increase their involvement in the company. For this, the authors recommend hotels to use the following various mechanisms and methods: the formation of groups / collectives (project groups) to solve the tasks; targeted management using a variety of personnel control and coordination tools; staff rotation with a change in the nature and content of work; empowerment of employees to eliminate the monotony of labor; organization of a system of continuous training for employees; the use of a variety of material incentive systems.
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Zhong, Jianlan, Yizhong Ma, Yiliu Tu, and Xia Li. "Supply chain quality management: an empirical study." International Journal of Contemporary Hospitality Management 28, no. 11 (November 14, 2016): 2446–72. http://dx.doi.org/10.1108/ijchm-03-2015-0110.
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Purpose This paper aims to focus on supply chain quality (SCQ) in the hospitality industry in China, and to stress the importance of the synergy of quality management (QM) and supply chain management (SCM). The authors have investigated the relationship among QM practices, SCM practices, SCQ and hotel performance, and examined the effect of contextual variables. Design/methodology/approach This study mainly uses a questionnaire survey to collect data relating to the research hypotheses. Structural equation model technique is suited for our research purposes, and the LISREL software is implemented to test the conceptual model. Findings The results show that QM practices and SCM practices are significantly correlated. QM practices/SCM practices are positively related to SCQ, and consequently influence hotel performance. SCQ has the mediating effect between QM/SCM practices and hotel performance. Contextual variables truly play a moderator between QM/SCM practices and SCQ. Research limitations/implications Hotel managers should look beyond their own hotels into supply chain to manage quality, highlight the importance of interdepartmental or external (i.e. customers or suppliers) connectedness, such as building close and long-term relationships with well-chosen suppliers, encouraging customer involvement and establishing an effective interface for accumulating information regarding customers’ needs and feedback. Hotel managers are also able to realize the influence of contextual variables (e.g. the new normal state of the Chinese economy), and further to gain chance of hotel’s survival. Originality/value This study focuses on SCQ and tries to fill a gap in the exiting literature on SCQ management in hospitality industry.
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Setiawan, Antonius Singgih. "Market Orientation, Hotel Chain Group And Strategic Management Accounting Usage." Jurnal Akuntansi 24, no. 1 (June 24, 2020): 37. http://dx.doi.org/10.24912/ja.v24i1.640.
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The growth effect of the hospitality industry is an increasingly strong competition. Management's focus on the use of strategic management accounting is an important key in anticipating competition. For this reason, this study needs to identify factors that can influence the use of strategic management accounting by hotel management. This study aims to explain the effect of market orientation and hotel chain groups on the use of strategic management accounting in the hospitality industry. A total of 134 questionnaires are distributed to the hotel general managers in Southern Sumatra region. The number of questionnaires used in this study is 118 (88.06%). The data are analyzed using a statistical method of multiple regression. The statistical software used to estimate the model is SPSS software version 21. Research findings indicate that market orientation and hotel chain groups have a positive impact on the use of strategic management accounting in the hotel industry. An important contribution of this research is that the research findings confirm that market orientation is an important factor in the implementation of strategic management accounting, and hotel chain groups are new things that can be identified in strategic management accounting research.
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Kim, Hyun Jeong, Jeongdoo Park, and Ji Wen. "General managers’ environmental commitment and environmental involvement of lodging companies." International Journal of Contemporary Hospitality Management 27, no. 7 (October 12, 2015): 1499–519. http://dx.doi.org/10.1108/ijchm-01-2014-0011.
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Purpose – The purpose of this paper is to test links from hotel general managers’ (GMs’) environmental commitment to hotel companies’ environmental management capabilities and then to hotel companies’ involvement in environmental practices. The secondary goal of this study is to identify the common, critical environmental management capabilities in the lodging business context. Design/methodology/approach – In total, 172 GMs, working for hotels affiliated with two state lodging associations located in the northwest region of the USA, participated in this study. GMs’ responses were gathered via an online survey. The structural equation modeling was used to test the proposed model. Findings – The results show that GMs’ environmental commitment affects their firms’ involvement in environmental practices both directly (GMs’ commitment and firms’ involvement) and indirectly via firms’ environmental management capabilities (GMs’ commitment, firms’ capabilities and firms’ involvement). The five common, critical hotel environmental management capabilities are identified: employee training, communicating environmental initiatives to guests, knowledge and skills to implement environmental practices, capital to invest in environmental management and support from employees. Practical implications – The hotel industry-specific environmental management capabilities enhance hotel practitioners’ understanding of the critical components for the success of hotel environmental programs and assist GMs to effectively prepare and operate their hotels’ environmental initiatives. Originality/value – This study demonstrates the essential role of individual actors, specifically hotel GMs, in firms’ environmental involvement, and advances our understanding of hotel environmental management in hospitality literature.
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Jiang, Yangyang, and Jun Wen. "Effects of COVID-19 on hotel marketing and management: a perspective article." International Journal of Contemporary Hospitality Management 32, no. 8 (June 25, 2020): 2563–73. http://dx.doi.org/10.1108/ijchm-03-2020-0237.
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Purpose This paper aims to discuss the effects of COVID-19 on hotel marketing and management practices and outlines a three-pronged research agenda to stimulate knowledge development in the hotel sector. Design/methodology/approach This paper is based on an overview of the relevant literature on hotel marketing and management and the hotel guest behavior. The authors also investigated hospitality service trends to propose a research agenda. Findings This paper presents a research agenda from three dimensions – artificial intelligence (AI) and robotics, hygiene and cleanliness and health and health care. First, different types of AI (mechanical, thinking and feeling) might open up distinct research streams at the intersection of health crises and hotel management, in light of the COVID-19 pandemic. Additionally, this paper recommends that researchers move beyond typical perspectives on the antecedents and outcomes of hotel hygiene and cleanliness to delve into guests’ perceptions of the cleanliness of specific hotel surfaces. Furthermore, a more in-depth analysis is warranted about the evolving relationship between hotels and the health-care sector. Practical implications The recommended research areas are intended to advance the knowledge base to help hotels recover from the COVID-19 pandemic. The suggested research streams are expected to provide actionable insights to promote the development and sustainability of the hotel sector. Originality/value This paper appears to be a frontier study, critically examining possible effects of the COVID-19 pandemic on hotel marketing and management practices and how hoteliers may respond to such challenges to recover after this pandemic.
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Chalise, Dhan Raj. "Barriers to Organizational Change Management in Hotel Industry of Nepal." Nepal Journal of Multidisciplinary Research 4, no. 2 (August 29, 2021): 10–17. http://dx.doi.org/10.3126/njmr.v4i2.38886.
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In initial period, organizational changes are asks for entire hospitality industry. Thus, this research paper reveals what are the barriers for organizational change management in hotel sectors of Nepal which can help them for gaining spark on Nepalese market once again.: Hotels sectors of Nepal are affected by array of factors which can influence organizational performance. This is the component of success for enhancement of performance of hotel sector. Therefore, the purpose of this research is to examine the factors influencing organizational performance in hotel sector of Nepal. This research is based on hotel sector’s organizational changes and the barriers for adaptation of such changes. The study of hotel sector is done with self-structured questionnaire and mostly data are collected from primary sources. To justify the results, researcher has adopted quantitative research design and SPSS software is used for data analysis. The research has identified the essence of organizational changes in hotel sector. In the time of financial plummeted of Nepalese economy, hospitality sector are hardly hit by global pandemic. Thus, hotel sector need new plan and strategies for achieving success. Through organizational changes, hotel sector can slowly and steadily moves business in path of positives. So, hotel sector has to identify barriers of organizational change management and has to act accordingly to achieve success in this critical hour. Nepalese economy after hard hit by global pandemic has slowly started to move in towards path of recovery. To step up Nepalese economy in decent path every sector need to contribute. Hotel sector being the important hub of national GDP has to recover from crises for development of country. Therefore, hotel sector with organizational change management can enhance their profitability. This research in this regard is helpful for Nepalese hotel sector to identify and adopt such changes. This research paper is the summarization of results carried on primary data collected from questionnaire. The research is done on data collected from field so is highly reliable.
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Wee, Tammy, Arif Perdana, and Detlev Remy. "Data analytics dilemma at Alpen Hotel." Journal of Information Technology Teaching Cases 9, no. 2 (September 2, 2019): 58–63. http://dx.doi.org/10.1177/2043886919870543.
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Data analytics is currently the buzzword for the hospitality industry to stay ahead of their competitors. Service providers use data analytics to ensure their brand remains relevant for customers. Using data analytics in customer relationship management is a relatively novel initiative for the hospitality industry to enhance the efforts of customer relationship management. Obtaining customers’ data (i.e. customers’ hotel stay and preferences) provides both opportunity and challenges for the hospitality industry. Data analytics helps the hospitality industry to quickly, effectively, and efficiently pursue data-driven decision-making. At the same time, acquiring relevant customers’ data is a challenge, for example, data privacy and confidentiality. This case study is based on Alpen Hotel (pseudonym), a luxury hotel in Singapore with a good standing in the hospitality industry. This case is focused on the issues they experienced in implementing data analytics as part of the hotel’s customer relationship management efforts. This case study aims to highlight data analytics dilemma at the hotel and may create an opportunity for hospitality educators to work interdisciplinary with faculties from an information systems or technology discipline. Finally, the case study may enhance knowledge and minimise the practice gap between industry and academia.
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Lo, Ada S., Lawrence D. Stalcup, and Amy Lee. "Customer relationship management for hotels in Hong Kong." International Journal of Contemporary Hospitality Management 22, no. 2 (March 9, 2010): 139–59. http://dx.doi.org/10.1108/09596111011018151.
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PurposeThe purpose of this study is to investigate how hotels are implementing customer relationship management (CRM) practices at the property level.Design/methodology/approachSemi‐structured in‐depth interviews were conducted with 45 hotel managers from 17 hotels. The interviews were recorded, transcribed, and analyzed using content analysis.FindingsAll participating hotels have practices in place to manage customer relationships. The most commonly cited goal for CRM is guest retention. Evaluation and control are perceived as very important activities not only to create value for the customers, but also to track the performance of the guest contact departments and the customers' evaluations of the hotel/restaurant experiences.Research limitations/implicationsThe sample is probably biased towards hotels that are most interested in CRM and are heavily weighted towards higher tariff properties.Practical implicationsThe study modified Buttle's CRM value chain to analyze hotels' CRM practices. Results of the study provide a source for industry practitioners to compare and benchmark their practices and to obtain useful CRM ideas.Originality/valueCRM‐related research in the hotel industry has looked at a variety of specific practices and its role in achieving overall objectives at the corporate strategic level. Yet, no research has been done to investigate CRM practices at the property level for hotels using the CRM value chain.
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Khatter, Ajay, Leanne White, Joanne Pyke, and Michael McGrath. "Barriers and drivers of environmental sustainability: Australian hotels." International Journal of Contemporary Hospitality Management 33, no. 5 (June 10, 2021): 1830–49. http://dx.doi.org/10.1108/ijchm-08-2020-0929.
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Purpose The paper presents the findings of research into the barriers to and drivers of environmentally sustainable policies and practices (ESPPs) in the Australian hotel industry. This study aims to explore these drivers and barriers from the perspective of hotel managers and involve a range of hotels with different hotel industry profiles and management structures. Design/methodology/approach The study conducted one-on-one interviews with hotel managers to explore the barriers to and drivers of ESPPs. The purpose of the sample and sample size was to ensure representation of different segments of the hotel industry to include international chain affiliated hotels, Australian chain affiliated hotels and independent hotels. Findings An analysis of the findings suggests that the major barriers to implementing and sustaining environmental sustainability in the Australian hotel industry are time, financial challenges, availability of resources and the views and imperatives of hotel owners and shareholders. The major drivers are financial, marketing, owner and shareholder interests and guest preferences. These stakeholders play a major role in creating both barriers and drivers. Research limitations/implications Based on the results, this study can modify the application of stakeholder theory to a degree and argue that stakeholders need to co-operate further to drive sustainability. This study demonstrates that management of environmental sustainability is a challenge for many hotels and there is a particular need for small and independent hotels to embrace environmental sustainability to keep pace with their larger counterparts. Originality/value This study is broadly informed by the stakeholder theory. Owners, shareholders and associated stakeholders have a significant influence over environmental sustainability in the Australian hotel industry and they create both drivers and barriers. Responses from hotel managers in this research demonstrate that owners act as a barrier to as well as a driver of environmental sustainability initiatives in the Australian hotel industry.
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Pandyak, Igor. "Competitiveness of hotel businesses: resources, risks, strategy of management." Visnyk of the Lviv University. Series Geography, no. 52 (June 27, 2018): 222–31. http://dx.doi.org/10.30970/vgg.2018.52.10188.
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The methodological bases of hotel business competitiveness management were analysed. The semantics of the concepts of “competitiveness” and “competitive advantages” were specified. The classification of competitiveness for the hotel business was outlined. The basic resources of competitiveness of hotel enterprises such as corporate style, quality of service, location, material and technical base, price were analysed. The emphasis was on the importance of the firm's style in competitiveness, on the need for a creative approach in its formation and implementation. The connection between the brand style and service standards, their role in the development of the brand of hotel enterprises was revealed. The influence on competitiveness of hotel enterprises during the last 20–25 years of profile diversification, influence of changes in customer demand on segments of hotel enterprises has been described. The threat of competitiveness of hotel enterprises to diversify the overall image of the hotel units was analysed. The risks of loss of competitiveness at a certain stage of development of hotel enterprises and the need for flexibility in the strategy of managing the market resilience of hospitality establishments have been identified. The principles of avoiding the loss of competitiveness of hotel establishments in the formation of the development strategy were proposed. Key words: hotel service, quality of hotel services, competitiveness, competitive advantages of hotels, hotel competitiveness management, competitiveness resources, hotel competitiveness risks, development strategy, development model.
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Hays, Darija, and Đurđana Ozretić-Došen. "Greening hotels - building green values into hotel services." Tourism and hospitality management 20, no. 1 (2014): 85–102. http://dx.doi.org/10.20867/thm.20.1.7.
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Purpose – The objective of this paper is to enhance knowledge about greening hotel services and the possibilities it provides for successful hotel management as well as for enrichment of hotel guest experiences. Design/Methodology/Approach – The paper is based on a summarized review of previous theoretical contributions and an investigative study of three business cases which relies on qualitative methodology. The case studies draw on interviews, archival materials and photographs. A case study approach was adopted to illustrate the differences in the approach used for greening hotel services. Three green hotels that mutually vary in size, categorization, segmentation and targeted market, were analyzed. Findings – The analysis of cases-hotels identifies and describes different and numerous activities of green marketing management. A proactive and trustworthy implementation of those activities enables green hotels to achieve increasing benefits no matter their size, classification and target audience. Originality of the research – The study can help us to understand how environmentally conscious hotel management establishes a suitable setting for greening hotels services. These can serve as a valuable source of information in academic circles and be especially useful to marketing managers in hotels that aim to be green.
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Basera, Vitalis, and Judy Mwenje. "Factors Affecting the Adoption of Quality Management Systems in Zimbabwean Hotels." April 2021, Volume 10(2) (April 30, 2021): 776–95. http://dx.doi.org/10.46222/ajhtl.19970820-132.
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This paper aims at highlighting factors contributing to late adoption of quality management systems (QMS) in the Zimbabwe hotel industry. The research answered questions on: What are the internal factors affecting adoption of QMS in hotels; What are the external factors affecting adoption of QMS in the hotels. Hotel managers and key stakeholders in the hotel industry were interviewed to get data. Focus group discussions was used to get data from hotel staff members. Directed content analysis was used to analyse data. Some of the internal factors affecting adoption of QMS in the hotel industry in Zimbabwe identified are high staff and management turnover, absence of specialised quality function, poor remuneration of hotel employees and lack of financial resources. While some of the external factors identified are high taxes and licensing fees, industry over regulation, hyperinflation, and poor industry supporting infrastructure. The study recommended for creation of hotel industry stakeholder platform to enhance adoption of QMS in the hotel industry looking at how best to ease the identified factors. There is need for a review of hotel industry operating environment from regulator perspective so as to ease the operating environment which can improve the hotels sustainability.