Search

This article explores the potential benefits of using existing information and communication technologies (ICT) in the hospitality industry to improve hotel operations. The study focuses on the use of Internet Protocol Private Branch eXchange (IP/PBX) technology in selected hotels in Spain and Portugal. The researchers conducted interviews and surveys with managers and staff members to assess the impact of ICT knowledge and use on staff processes, productivity, and satisfaction. The results indicate that a deeper understanding and utilization of ICT resources can lead to improved performance and job satisfaction in the hospitality industry. [Extracted from the article]

The tourism industry is fragile as it is prone to numerous risks such as the outbreak of deadly viruses, and natural and human-made disasters. These risks have a significant impact on tourists' decisions when choosing a destination and while in a destination. This paper investigates the risks perceived by Australian tourists and how these risks affect their intention to revisit the Pacific Island Country of Fiji. Through a quantitative survey with 301 tourists, augmented by qualitative interviews conducted among management of hotels, as well as the DMO, the results show that tourists continue to perceive Fiji as a relatively safe destination however there are increased in the perceptions of risk concerning disease risk and financial risk. [ABSTRACT FROM AUTHOR]

This article explores the corporate social responsibility (CSR) responses of hotels in Greece to the COVID-19 pandemic. The study conducted interviews with hotel managers and found that there were two main trends in terms of CSR during the pandemic. Some hotels froze CSR implementation due to financial strains, while others used CSR to support vital stakeholders such as employees, customers, and communities. The findings also revealed that managers had both short-term crisis responses and longer-term visions for CSR. The article provides a typology of pandemic-related CSR strategies based on time orientation and internal/external focus. Overall, the study highlights the importance of understanding how CSR activities are perceived by hotel stakeholders and raises questions about managers' understanding and engagement with CSR. [Extracted from the article]

The hotel industry faced difficulties in attracting and retaining employees due to poor compensation. To develop an attractive compensation plan, this study investigates the elements of compensation plans for non-managerial employees in luxury hotels in Malaysia. Data were collected using qualitative semi-structured interviews supplemented by a short survey. The findings indicate that compensation plans differ based on their compensation structure, hotel location, and whether there is a collective agreement between the employer and employee's union. COVID-19 pandemic posed greater challenge to unionized hotels. The trade-offs between elements of compensation plan are discussed, a model of compensation plan for the hotel industry is developed, and recommendations for design of a compensation plan are provided. [ABSTRACT FROM AUTHOR]

This article assesses the risk perceived by hotel guests under Covid-19 by exploring clients' perceptions in seven critical dimensions for customers' safety perception: financial risk, front-desk digitalization, entertainment, front-desk service, hygiene and sanitation, hotel characteristics and space management, and food and beverage service. To evaluate clients' perceptions and expectations a questionnaire was made available to collect data worldwide, resulting in a sample of 1005 responses. The findings show that the frequency of stay influences guests' perceptions and preferences. The need to provide hygiene care evidence and have the hotel certified for COVID-19 emerged as key factors for restoring trust. This study provides a meaningful contribution by proposing a framework for assessing clients' perceptions regarding the safety of hotel services. [ABSTRACT FROM AUTHOR]

Our paper develops and tests a research model that proposes that job satisfaction (JSAT), career satisfaction (CSAT) and work engagement (WENG) mediate the effect of psychological contract breach (PCB) on affective organizational commitment (AOC). Data were collected from small-sized hotel employees who occupy frontline positions in three waves in four cities in Ghana. The hypothesized linkages were assessed via structural equation modelling. The empirical data confirmed all the hypothesized relationships. Specifically, PCB had a negative impact on AOC. Additionally, JSAT, CSAT and WENG mediated the effect of PCB on AOC. Discussion of implications of the findings are included in the paper. [ABSTRACT FROM AUTHOR]

This paper investigates chain hotel employees in Sweden and their ability to work against sex trafficking. Using ten semi-structured interviews, the research asks questions about employee's relationships with external stakeholders (the police, booking channels, non-profit organizations, and competitors) and macroenvironmental factors (political and legal factors, economic, socio-cultural and health). The findings highlight that lack of communication, cooperation and autonomy hinder chain hotel employee's ability to recognize and prevent sex trafficking. The paper concludes by emphasizing the need for better interdisciplinary engagement to help eliminate sex trafficking within the tourism and hospitality industries and reiterates the call for actionable outcomes that empower chain hotel employees to work with external stakeholders to find viable solutions to help stop sex trafficking. [ABSTRACT FROM AUTHOR]

This study investigates the perspectives of hotel employees and managers on hotel suicide based on the opportunity theory. Using an exploratory qualitative research design to gain insights into undesirable events in hotels, the study examines the opinions, attitudes, and management skills of hoteliers in preventing suicide and coping with the after-effects. Face-to-face in-depth interviews were conducted with sixteen hoteliers in Denizli, Türkiye. Data collection included scenarios consisting of newspaper articles about hotel suicide cases. The findings demonstrated that hotels mostly meet their legal obligations, such as taking registration, checking identity, and sending instant identity reports to the police station. However, they rarely take preventive measures against suicidal events. [ABSTRACT FROM AUTHOR]

Among other business types, hotels serving as temporary accommodation for visitors with solid ties to local conditions present unique hazard-prone characteristics, and show vulnerabilities based on their location. Departing from the significance of the topic for the Turkish case, this paper focuses on the risk perception and responsiveness of the lodging industry. In doing so, an empirical study was carried out in Ankara city. Data from 75 hotels were gathered via a questionnaire designed to identify their locational attributes and operationalized by multiple logistic regression analysis. Although hotels in the sample accepted that safety is a significant issue for both the continuity of their operationality and guests, hotels were reluctant in developing systematic and effective tools for disaster management.. [ABSTRACT FROM AUTHOR]

In today's competitive environment, customer delight plays a crucial role in enhancing customer loyalty and positive word-of-mouth. This paper provides a needs-based analysis of customer delight in hotels among senior tourists, who represent an increasingly important target for the hospitality industry. A total of 38 senior tourists were interviewed. Data were collected utilizing the critical incident technique and analysed through text mining analysis. Four main dimensions of customer delight emerged from the study that represent the fulfilment of different needs: learning, authenticity, exclusivity, and sharing. These findings theoretically contribute to the understanding of guest delight from a senior tourist's perspective and can help hotel managers to design delightful customer experiences. [ABSTRACT FROM AUTHOR]

First, although research on employee satisfaction is growing, more studies are warranted given the importance of hotel employee satisfaction to guest satisfaction and hotel performance (Cheng & Yi, [2]; Yao et al., [8]; Zhang et al., [9]). Although findings originate from an exploratory study conducted at a hotel in China, they will nonetheless add to the growing literature on hotel employee satisfaction and the social media influence on hotel employees' working experiences. In the digital era, social media is playing an increasingly significant role in the hotel workplace and hotel management practices (Michopoulou & Moisa, [5]). [Extracted from the article]

The aim of this research is to investigate crisis management practices in the hotel industry, in light of the new challenges that have emerged during COVID-19 pandemic. For this reason, an empirical research was conducted in leading hotels in Greece. The analysis generated five categories of crisis management practices that can be used by the industry for its recovery. Government practices and marketing practices are considered more important than operations practices, cost reduction practices and pricing practices; it has likewise been decided to be used more. We also found that there are differences in the importance and the extent of use of crisis management practices that have been decided by hoteliers, based on the characteristics of their hotels. [ABSTRACT FROM AUTHOR]

Although the pandemic has been well controlled in China after April 2020, the impacts of COVID-19 pandemic on tourism will continue due to the mobility of tourism industry. Norms of acceptability for hotel prices after COVID-19 pandemic The reliability of the three variables of TPB was examined by Cronbach's alpha reliability coefficients. The outbreak of COVID-19 is projected to change the tourism and hospitality industries dramatically. [Extracted from the article]

The aim of this study is to explore supplier selection and relationship management in hotels in the Accra Metropolis of Ghana. An explorative qualitative multiple case study was employed for the study. The results reveal that supplier identification was through the direct approach, agents/experts search, professional networks, request for proposal and supplier-self reconnaissance. Efficiency and effectiveness, cost of service, supplier credibility and inside knowledge were important in the selection process. The findings also reveal that relationship management was cardinal to safeguarding the buyer-supplier relationship. Contracts, job evaluation, downtime/lead time, supplier trustworthiness and guest comment cards were essential tools used in relationship management. The paper ends with some conclusions and managerial implications for hotel managers. [ABSTRACT FROM AUTHOR]

Using the concept of Universal Design, this study examines the state of physical accessibility and its drivers among hotels in the Accra Metropolis of Ghana through physical accessibility audit and in-depth interviews. The findings reveal that there is poor compliance with physical accessibility though four and five-star hotels have better compliance than lower rated hotels. Also, non-compliance among lower rated, local hotel brands is driven by commercial interest, and lack of clarity and enforcement of disability legislation while compliance among higher rated, multinational brands is driven by the desire to comply with disability legislation, remain competitive, and adhere to the standards of parent companies. The implications of these findings in the context of hotel design and management are discussed. [ABSTRACT FROM AUTHOR]

The article profiles British tourism lecturer and author Slavoj "Rik" Medlik. He finished his schooling in 1945 and began his economic studies at Charles University in Prague, Czech Republic in 1947. He found the scholarly journals "HCIMA Review," which deals specifically with hotels, and "Tourism Management," which was considered as one of the top ranked journals in the field of tourism. Also mentioned is the contribution of Medlik to the development of hospitality and tourism.

The article presents a study which demonstrates that the incentive of hotel chains to invest in environmental quality directly depends on the demand on holidays on the part of tourists and on the level of aggregate income. The study uses a framework based on a theoretical model of horizontal differentiation and modifies the model by introducing a special dimension and three tourist regions with several hotel establishments. The study concludes that the international chain has fewer incentive to invest in environmental quality since an increment of the investment produces a decrease on the demand of the other regions.

This study empirically tests for the effects of two types of service tangibility, physical and mental, on consumers' sense of service, using the hotel industry as a case example. An experiment was conducted to test the established hypotheses using a between-cases factorial design. Even though the effect of physical tangibility was larger than the effect of mental tangibility, empirical results support the hypothesized relationships; i.e., the interactive effect of physical and mental tangibility performs better than the effect under conditions of mono-tangibility. This study suggests that hotel managers need to identify specific components of services in more detail, which might increase their chances for getting clearer service tangibility perceived by consumers. In particular, the discrepancy between perceptions of tangibility is exactly the issue that may lead hospitality service providers to misunderstand consumers' requirements, which then causes inefficiency in marketing service offerings. [ABSTRACT FROM AUTHOR]

Despite several studies, international treaties and individual organization's commitment to going green in the tourist hotel industry, there has been limited discussion of the business case for implementing environmental practices. Several hotels have determined that there are numerous benefits to greening their hotel operations; however, there is still a gap between attitude and action in this industry. Cost savings; competitive advantage; employee loyalty; customer retention; regulatory compliance; risk management and social responsibility have been identified as the benefits to environmental commitment however with very limited discussion and proof in relation to the hotel industry. This paper seeks to identify the business case for environmental commitment with a focus on the Canadian hotel industry. Concrete examples of benefits that apply to this industry are discussed as well as future trends that support the case that going green is necessary for an economically viable and efficiently run hotel. [ABSTRACT FROM AUTHOR]

Information about several topics discussed during the 11th Asia-Pacific Council of Hotel, Restaurant and Institutional Education (CHRIE) conference in Macau Special Administrative Region, China from may 21-24, 2013 is presented. Topics include best practices for teaching and research, brand management, and restaurant management. The conference featured speakers including Grant Bowie, Kaye Chon, and Glenn McGartney.