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Academic literature on the topic 'Hotel employees in New South Wales'
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Journal articles on the topic "Hotel employees in New South Wales"
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Melia, Adrian, Doowon Lee, Nader Mahmoudi, Yameng Li, and Francesco Paolucci. "Cost-Effectiveness Analysis of COVID-19 Case Quarantine Strategies in Two Australian States: New South Wales and Western Australia." Journal of Risk and Financial Management 14, no. 7 (July 4, 2021): 305. http://dx.doi.org/10.3390/jrfm14070305.
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Two main strategies, home and hotel isolation, have been used to isolate COVID-19 cases in most countries. Both have proven to be somewhat medically effective, but the costs to produce the desired outcome remain unclear. We used a decision tree model to compare alternatives and a simulation model to determine the household structure and provide recommendations for the most cost-effective way to isolate a COVID-19 patient in two Australian States, New South Wales (NSW) and Western Australia (WA). The results show that although the average cost of isolating a confirmed case at home is lower than that of a hotel quarantine, it is demonstrable that the decision depends on household size and the ages of household members. If the household members’ ages are old or the household size is large, the expected mean cost of home quarantine might be higher than hotel quarantine. Our study, therefore, provides the government with a cost-effective insight into making quarantine policies.
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Dhugga, Debrah. "Delivering motivation for change at DUKES LONDON." Strategic HR Review 15, no. 1 (February 8, 2016): 2–4. http://dx.doi.org/10.1108/shr-11-2015-0088.
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Purpose – DUKES LONDON Hotel was once a Mayfair favourite with the Queen Mother and the Princess of Wales – but had got to a stage where it was in danger of losing its five-star rating. New management meant an opportunity to re-engage with staff and use their strengths to create the best possible guest experience. Design/methodology/approach – An ongoing programme of leadership and engagement workshops was run to create a family-style culture within the hotel, re-connecting employees with the hotel’s ambitions and their part in the plans. Findings – The work has led to international awards for customer service, best hotel in London awards and increased profitability, and is now being used as the model to set up a new DUKES DUBAI hotel. Originality/value – The work at DUKES LONDON demonstrates the importance of translating organisational values and goals for staff at every level, making use of management development to ensure the messages are easily understood as day-to-day behaviours and consistently monitored and appraised.
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Beattie, Belinda. "What impact has managerialism hadon a New South Wales AreaHealth Service?" Australian Health Review 23, no. 4 (2000): 170. http://dx.doi.org/10.1071/ah000170.
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In a perfect world, the health public sector would be completely efficient and effective. In reality, managers, policy-makers,politicians, academics, public sector employees and business representatives are constantly searching for newways to orientate the public sector towards being more cost-effective, accountable, results- and outcome-orientated, task-specificand better organised and structured. In New South Wales (NSW), this has been most apparent in endeavoursto bring about a change towards the philosophy of 'new managerial thinking' or corporate management. This paperexplores the hypothesis that managerialism has significantly influenced the culture of the New England Area HealthService (NEAHS) and its relationship with its staff. To test this hypothesis, between 1996-1997 a self-administeredquestionnaire survey form was sent to a sample of the NEAHS staff across all work sites and all levels. It is concludedthat during this time, the organisation was struggling with change management issues and the successfulimplementation of managerialist philosophy and its elements as evidenced by staff confusion, doubt and 'cultural shock'.
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Minter, Kate. "Negotiating labour standards in the gig economy: Airtasker and Unions New South Wales." Economic and Labour Relations Review 28, no. 3 (August 8, 2017): 438–54. http://dx.doi.org/10.1177/1035304617724305.
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The ‘gig economy’ uses digital platforms to bypass many of the regular responsibilities and costs of employment. Ambiguity as to whether gig-economy workers are independent contractors, dependent contractors or employees allows the undermining of traditional labour standards governing minimum wages and other legislated employment conditions. Labour law and institutions need to catch up to the new reality of this form of work and develop new tools to protect and enhance minimum standards for workers in digital platform businesses. Unions, business and government all have a role to play in the long term. Meanwhile, direct engagement between these new firms and workers’ advocates can also help to mitigate the risks posed to labour standards by digital business models, by addressing regulatory gaps. This article is a case study of innovative negotiations between one platform business (Airtasker) and Unions New South Wales, a peak trade unions body in New South Wales, Australia, in order to establish agreed minimum standards for engagements negotiated through this platform.
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RAAR, JEAN, ERIC SMITH, and KATH CUMMINGS. "CRITICAL FACTORS INFLUENCING EMPLOYMENT: A STUDY OF SMALL MANUFACTURING FIRMS IN SOUTH-EAST AUSTRALIA." Journal of Enterprising Culture 08, no. 04 (December 2000): 381–410. http://dx.doi.org/10.1142/s0218495800000206.
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Compliance with legislation has been highlighted as a factor influencing the reluctance of small and medium sized enterprises to take on new employees. With the objective of determining factors influencing smaller firms in their employment decisions, mailed questionnaires were used to survey small to medium manufacturing businesses in the Australian States of Victoria and New South Wales. Significant critical factors and deterrents to further employment were identified.
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Lowry, Diannah S., Alan Simon, and Nell Kimberley. "Toward improved employment relations practices of casual employees in the New South Wales registered clubs industry." Human Resource Development Quarterly 13, no. 1 (2002): 53–70. http://dx.doi.org/10.1002/hrdq.1013.
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Cashmore, Aaron W., Devon Indig, Stephen E. Hampton, Desley G. Hegney, and Bin Jalaludin. "Workplace abuse among correctional health professionals in New South Wales, Australia." Australian Health Review 36, no. 2 (2012): 184. http://dx.doi.org/10.1071/ah11043.
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Objective. Studies have found that health workers are at elevated risk of being abused while at work. Little is known, however, about workplace abuse among correctional health professionals. We implemented a cross-sectional study to investigate the prevalence, sources and consequences of workplace abuse among correctional health professionals in New South Wales, Australia. Methods. All employees of Justice Health (a statutory health corporation) were invited to complete a self-administered survey, which was delivered via the internet. Among nurses, medical doctors and allied health professionals, 299 usable surveys were returned; a response rate of 42%. Results. In the preceding 3 months, 76% of participants had personally experienced some form of abuse in their workplace, all but one of whom recalled verbal abuse. Only 16% reported physical abuse. Seventy per cent reported feeling safe in their workplace. Patients were identified as the main perpetrators of abuse, followed by fellow health staff. Participants felt that incidents of workplace abuse increased their potential to make errors while providing care to patients and reduced their productivity while at work. Conclusions. Compared with health workers who practise in a community setting, the risk of physical abuse among correctional health professionals appears to be low. What is known about the topic? Health professionals are at a high risk of workplace abuse. Studies have demonstrated that the risk of abuse varies by health profession and the practice environment. There is a paucity of research exploring workplace abuse among correctional health professionals. What does this paper add? A cross-sectional survey found that a relatively small proportion of correctional health professionals in New South Wales had been subjected to physical abuse in their workplace in the preceding 3 months. Verbal abuse, however, was reported by a majority of participants. Although patients were the most commonly reported source of abuse, a worrying level of health worker on health worker abuse (also known as horizontal abuse) was found. What are the implications for practitioners? Preventive strategies should address the temporal, environmental and structural determinants of workplace abuse in correctional and forensic facilities. More research is needed to identify the factors associated with horizontal abuse among correctional health professionals. This would allow the establishment of tailored preventive programs.
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Biggs, Herbert C., and Donald P. Dingsdag. "The Challenging Environments of Injury Management in Construction and Coalmining in New South Wales." Australian Journal of Rehabilitation Counselling 9, no. 1 (January 2003): 40–51. http://dx.doi.org/10.1017/s1323892200000491.
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Workers' compensation and disability management in the hazardous occupations of mining and construction are ongoing concerns for employers, employees, insurers and governments. Rising insurance costs, options of self-insurance models, highly competitive tendering, legislative rigidities, and escalating costs of compensation, have contributed to industry practices for injured workers that are driven by cost containment strategies rather than benchmarked disability management processes. In this article a critical review of legislation, industry practices, and published reports is undertaken with a view to oudining the adequacy of current and planned services and practices to meet the needs of injured workers in both sectors. Attention is also given to industrial practices that contra-indicate quality disability management processes. The authors detail a number of industrial and organisational operating environments, which have arisen from legislative frameworks, financial constraints, and outdated disability management practices. They comment on the more recendy introduced legislation and offer comment on its potential to drive benchmark changes in the building and coalmining sectors. Finally, suggestions are provided for more contemporary approaches to the insurance framework and return to work facilitation for injured workers.
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Farooq, Mariam, Omer Farooq, and Walid Cheffi. "How Do Employees Respond to the CSR Initiatives of their Organizations: Empirical Evidence from Developing Countries." Sustainability 11, no. 9 (May 8, 2019): 2646. http://dx.doi.org/10.3390/su11092646.
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This research presents a new perspective of social exchange to explain the employee responses to corporate social responsibility (CSR) activities of their organizations. In particular, the current study aims to explore the social exchange based mediation mechanism between CSR actions and employee turnover intentions. Considering this theory, we propose that organizational trust is the primary outcome of CSR, which in turn influences the affective organizational commitment (AOC) and reduces the turnover intentions (TOI) of employees. Moreover, we posit that different types of CSR actions have different effects on employees due to their relative importance. To test the suggested research model, we analyzed the data collected on 304 employees working in the Star hotel in South Asia. Results of the study demonstrate the organizational trust to be a mediator between CSR and AOC and that CSR negatively impacts the turnover intentions of employees through the mediation of trust and AOC. Moreover, the results show the relevance of examining the disaggregated effects of different types of CSR actions on employees’ turnover intention. The study concludes with implications for future research and for policy-makers.
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Middleton, Sandy, Carol Walker, and Rosemary Chester. "Implementing root cause analysis in an area health service: views of the participants." Australian Health Review 29, no. 4 (2005): 422. http://dx.doi.org/10.1071/ah050422.
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Purpose: This study identifies the attitudes of participants in the root cause analysis (RCA) process and barriers to it?s implementation within one New South Wales area health service. Method: Employees and consumer representatives of the former South Western Sydney Area Health Service who participated in an RCA as either a team member or a team leader between December 2002 and October 2003 completed a self-administered survey. Results: Thirty seven of 39 eligible participants completed the survey (response rate 95%). The respondents identified formulation of causal statements, ensuring the causal statements met the ?rules of causality? outlined by New South Wales Health, and arranging times for interviews as most difficult. Team leader respondents (n = 7) ranked keeping the team focused, organising the first meeting within 7 days of the incident, and completing the RCA in three 2-hour meetings as barriers to the process. Conclusions: Training was valued by participants, however greater emphasis on the development of causal statements could be beneficial. Team leaders expressed difficulty in keeping the team focused and meeting the stipulated RCA timeframes, suggesting that additional support for RCA participants may be warranted.
Dissertations / Theses on the topic "Hotel employees in New South Wales"
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Putra, Andreas Wahyu Gunawan, University of Western Sydney, and Sydney Graduate School of Management. "Evaluating training programs : evaluating training programs for front line associates in the hotel sector in Sydney : demonstrating Kirkpatrick's model." THESIS_SGSM_XXX_Putra_A.xml, 2003. http://handle.uws.edu.au:8081/1959.7/723.
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Research for this project was undertaken by means of a broad and comprehensive literature search, a field study and the development of four working papers. It has been quoted,The hospitality industry appears to be facing increasing competitive pressures to improve the quality of its delivery of products and services. For many hotels, success depends largely on the availability of qualified line associates who are able to translate and consistently maintain their company's operational standards of service. Hotel companies, thus, must take training programs for front line associates seriously to accommodate the growing pressure to provide qualified associates. Consequently, many hotels now highlight training activities for front line associates as a means of providing an outstanding service for their customers. However, there is often scepticism about whether training actually pays off for organisations. Despite the importance of the topic, there appears to be little research on evaluating training for front line associates in the hospitality industry, particularly in the hotel sector. Therefore, this project is arguably pioneering in its analysis of applying the model chosen. It has demonstrated through empirical evidence the usefulness of the model to the four hotels in Sydney. This project has investigated evaluating training programs by analysing the reaction of the trainees, learning gained by the trainees, transfer of learning to the workplace by the trainees and training outcomes. The research is expected to be useful to other training practitioners and/or scholars who are interested in taking further research in the hospitality industry, particularly in the hotel sector.Doctor of Business Administration
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Putra, Andreas Wahyu Gunawan. "Evaluating training programs : evaluating training programs for front line associates in the hotel sector in Sydney : demonstrating Kirkpatrick's model." Thesis, View thesis View thesis, 2003. http://handle.uws.edu.au:8081/1959.7/723.
Full textAbstract:
Research for this project was undertaken by means of a broad and comprehensive literature search, a field study and the development of four working papers. It has been quoted,The hospitality industry appears to be facing increasing competitive pressures to improve the quality of its delivery of products and services. For many hotels, success depends largely on the availability of qualified line associates who are able to translate and consistently maintain their company's operational standards of service. Hotel companies, thus, must take training programs for front line associates seriously to accommodate the growing pressure to provide qualified associates. Consequently, many hotels now highlight training activities for front line associates as a means of providing an outstanding service for their customers. However, there is often scepticism about whether training actually pays off for organisations. Despite the importance of the topic, there appears to be little research on evaluating training for front line associates in the hospitality industry, particularly in the hotel sector. Therefore, this project is arguably pioneering in its analysis of applying the model chosen. It has demonstrated through empirical evidence the usefulness of the model to the four hotels in Sydney. This project has investigated evaluating training programs by analysing the reaction of the trainees, learning gained by the trainees, transfer of learning to the workplace by the trainees and training outcomes. The research is expected to be useful to other training practitioners and/or scholars who are interested in taking further research in the hospitality industry, particularly in the hotel sector.
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Smith, Anthony Russell. "Gender in the Fifty-first New South Wales Parliament." Thesis, The University of Sydney, 2002. http://hdl.handle.net/2123/2562.
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Responsible Government began in New South Wales in 1856. Direct participation by women began 70 years later in 1925 with the election of Millicent Preston-Stanley. Her first speech questioned whether Parliament was a fit place for women. Another significant milestone was reached after another 70 years when female MLAs in the Fifty-first Parliament constituted 15% of the Legislative Assembly and female MLCs made up 33% of the Legislative Council. In the 1990s there was no formal barrier to the participation of persons on the basis of their sex but no scholarly study had addressed the question of whether the Parliament’s culture was open to all gender orientations. This study examines the hypothesis that the Parliament informally favoured some types of gender behaviour over others. It identifies ‘gender’ as behaviour rather than a characteristic of persons and avoids the conflation of gender with sex, and particularly with women exclusively. The research used interviews, observation and document study for triangulation. The thesis describes the specific context of New South Wales parliamentary politics 1995-1999 with an emphasis on factors that affect an understanding of gender. It explores notions of representation held by MPs, analyses their personal backgrounds and reports on gender-rich behaviours in the chambers. The study concludes that gender was a significant factor in the behaviour of Members of the Parliament. There were important differences between the ways that male and female MPs approached their roles. Analysis of the concept of gender in the Parliament shows that some behaviours are more likely to bring political success than are others. The methodology developed here by adapting literature from other systems has important strengths. The data suggest that there is a need for many more detailed studies of aspects of gender in parliaments.
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Smith, Anthony Russell. "Gender in the Fifty-first New South Wales Parliament." University of Sydney, 2002. http://hdl.handle.net/2123/2562.
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Doctor of PhilosophyResponsible Government began in New South Wales in 1856. Direct participation by women began 70 years later in 1925 with the election of Millicent Preston-Stanley. Her first speech questioned whether Parliament was a fit place for women. Another significant milestone was reached after another 70 years when female MLAs in the Fifty-first Parliament constituted 15% of the Legislative Assembly and female MLCs made up 33% of the Legislative Council. In the 1990s there was no formal barrier to the participation of persons on the basis of their sex but no scholarly study had addressed the question of whether the Parliament’s culture was open to all gender orientations. This study examines the hypothesis that the Parliament informally favoured some types of gender behaviour over others. It identifies ‘gender’ as behaviour rather than a characteristic of persons and avoids the conflation of gender with sex, and particularly with women exclusively. The research used interviews, observation and document study for triangulation. The thesis describes the specific context of New South Wales parliamentary politics 1995-1999 with an emphasis on factors that affect an understanding of gender. It explores notions of representation held by MPs, analyses their personal backgrounds and reports on gender-rich behaviours in the chambers. The study concludes that gender was a significant factor in the behaviour of Members of the Parliament. There were important differences between the ways that male and female MPs approached their roles. Analysis of the concept of gender in the Parliament shows that some behaviours are more likely to bring political success than are others. The methodology developed here by adapting literature from other systems has important strengths. The data suggest that there is a need for many more detailed studies of aspects of gender in parliaments.
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Elder, John Richard. "THE AUSTRALIAN BUILDING CONSTRUCTION EMPLOYEES & BUILDERS LABOURERS FEDERATION AND THE NEW SOUTH WALES BUILDING INDUSTRY." Thesis, The University of Sydney, 1994. http://hdl.handle.net/2123/2155.
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Australia, during the twenty five years that followed the end of the Second World War, experienced increased prosperity and a stable industrial relations system in which the Commonwealth Conciliation and Arbitration Commission (the federal commission) played a dominant and authoritative role. The NSW building boom which began in the latter part of the 1950s introduced new technology, concentrated building workers in the central business district of Sydney, and broadened the range of skills required of builders' labourers. The major NSW building tradesmen's union, the Building Workers' Industrial Union (NSW/BWIU), had a communist leadership. The national body of that union lost its federal industrial registration in 1948, and the NSW/BWIU moderated its behaviour after it nearly lost its own, NSW state, registration in 1957. The Australian Building Construction Employees and Builders' Labourers Federation (ABLF) had a federal award under which most of the members of its NSW branch (NSW/BLF) were employed. The leadership of both the ABLF and of the NSW/BLF were communist. The Communist Party of Australia (CPA) suffered a defection by the ABLF leadership in the early 1960s to a communist party which endorsed Marxist- Leninist policies. The BWIU leadership also left the CPA (and formed the Socialist Party of Australia) following an announced shift in policy direction by the CPA in 1969. That shift in policy abandoned the `united front' concept and adopted ultra-left policies which advocated vanguard action by small groups. The announcement by the CPA of its new policies occurred after the gaoling of a Victorian union leader which signalled the virtual collapse of the previously authoritative, and punitive, role of the federal commission. The structure and politics of society underwent enormous change during the 1960s and early 1970s which was an era of protest during which various social movements were formed. The NSW/BLF became a major participant in those protests and movements, and conducted various industrial and social campaigns during the first half of the 1970s. Those campaigns were conducted in line with the ultra-left policies of the CPA, and this isolated the NSW/BLF from its federal body and from the trade union movement generally. This thesis analyses some of the campaigns conducted by the NSW/BLF during the period 1970-1974 and the various responses by the Master Builders Association of NSW (MBA/NSW) to those campaigns. The MBA/NSW broadened its membership base during the 1950s, and the effect that its new membership structure had on its decision-making processes is also considered.
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Elder, John Richard. "THE AUSTRALIAN BUILDING CONSTRUCTION EMPLOYEES & BUILDERS LABOURERS FEDERATION AND THE NEW SOUTH WALES BUILDING INDUSTRY." University of Sydney, 1994. http://hdl.handle.net/2123/2155.
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Master of Industrial RelationsAustralia, during the twenty five years that followed the end of the Second World War, experienced increased prosperity and a stable industrial relations system in which the Commonwealth Conciliation and Arbitration Commission (the federal commission) played a dominant and authoritative role. The NSW building boom which began in the latter part of the 1950s introduced new technology, concentrated building workers in the central business district of Sydney, and broadened the range of skills required of builders' labourers. The major NSW building tradesmen's union, the Building Workers' Industrial Union (NSW/BWIU), had a communist leadership. The national body of that union lost its federal industrial registration in 1948, and the NSW/BWIU moderated its behaviour after it nearly lost its own, NSW state, registration in 1957. The Australian Building Construction Employees and Builders' Labourers Federation (ABLF) had a federal award under which most of the members of its NSW branch (NSW/BLF) were employed. The leadership of both the ABLF and of the NSW/BLF were communist. The Communist Party of Australia (CPA) suffered a defection by the ABLF leadership in the early 1960s to a communist party which endorsed Marxist- Leninist policies. The BWIU leadership also left the CPA (and formed the Socialist Party of Australia) following an announced shift in policy direction by the CPA in 1969. That shift in policy abandoned the `united front' concept and adopted ultra-left policies which advocated vanguard action by small groups. The announcement by the CPA of its new policies occurred after the gaoling of a Victorian union leader which signalled the virtual collapse of the previously authoritative, and punitive, role of the federal commission. The structure and politics of society underwent enormous change during the 1960s and early 1970s which was an era of protest during which various social movements were formed. The NSW/BLF became a major participant in those protests and movements, and conducted various industrial and social campaigns during the first half of the 1970s. Those campaigns were conducted in line with the ultra-left policies of the CPA, and this isolated the NSW/BLF from its federal body and from the trade union movement generally. This thesis analyses some of the campaigns conducted by the NSW/BLF during the period 1970-1974 and the various responses by the Master Builders Association of NSW (MBA/NSW) to those campaigns. The MBA/NSW broadened its membership base during the 1950s, and the effect that its new membership structure had on its decision-making processes is also considered.
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DeMellow, Ian T. M. "Cost efficiency of NSW rail passenger services 1951/52-1991/92 : a case study in corporate strategic modelling." Thesis, The University of Sydney, 1996. http://hdl.handle.net/2123/2693.
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During the 1990s, governments, managements and unions have been focused upon improving the cost efficiency of firms. This focus has been strongest for firms in the public sector where improved outcomes can be expected to significantly improve the Gross Domestic Products of whole economies. This case study looks at the cost efficiency of NSW rail passenger services over a 41 year period to 1991/92, long suspected (but hitherto only tentatively demonstrated) as a paradigm of cost inefficiency. The case study focuses upon the use of the total factor productivity (TFP) index, as a datum point for measuring change in productivity in four markets: suburban, internrban, country and interstate passenger services since 1951/52. From this datum, changes over the years in management, technology and other external factors can be identified and assessed. The thesis identifies management quality (the organising element in the firm) as the preeminent factor in determining productivity change, and the role that new technology plays in its impact on failures in management. We establish the linkages between management and innovation, with TFP, pricing efficiency and economic resource use efficiency, to present a rich paradigm for assessing the economic performance of any business firm. Borrowing from systems theory and other management practices such as total quality management, we disaggregated the case firm into its component systems, sub-systems and processes, for separate study in relation to impact on TFP. The database for 41 years of rail behaviour is the richest ever compiled for any railway in Australia, and with enhanced modelling, enables a systematic treatment of the performance through time of State Rail's passenger services.
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DeMellow, Ian T. M. "Cost efficiency of NSW rail passenger services 1951/52-1991/92 : a case study in corporate strategic modelling." University of Sydney, 1996. http://hdl.handle.net/2123/2693.
Full textAbstract:
Doctor of PhilosophyDuring the 1990s, governments, managements and unions have been focused upon improving the cost efficiency of firms. This focus has been strongest for firms in the public sector where improved outcomes can be expected to significantly improve the Gross Domestic Products of whole economies. This case study looks at the cost efficiency of NSW rail passenger services over a 41 year period to 1991/92, long suspected (but hitherto only tentatively demonstrated) as a paradigm of cost inefficiency. The case study focuses upon the use of the total factor productivity (TFP) index, as a datum point for measuring change in productivity in four markets: suburban, internrban, country and interstate passenger services since 1951/52. From this datum, changes over the years in management, technology and other external factors can be identified and assessed. The thesis identifies management quality (the organising element in the firm) as the preeminent factor in determining productivity change, and the role that new technology plays in its impact on failures in management. We establish the linkages between management and innovation, with TFP, pricing efficiency and economic resource use efficiency, to present a rich paradigm for assessing the economic performance of any business firm. Borrowing from systems theory and other management practices such as total quality management, we disaggregated the case firm into its component systems, sub-systems and processes, for separate study in relation to impact on TFP. The database for 41 years of rail behaviour is the richest ever compiled for any railway in Australia, and with enhanced modelling, enables a systematic treatment of the performance through time of State Rail's passenger services.
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Smyly, Brendan P. ""You went there for the people and went there for the bands" : the Sandringham Hotel - 1980 to 1998." Thesis, 2010. http://handle.uws.edu.au:8081/1959.7/499876.
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The Sandringham Hotel, situated at 387 King Street, Newtown is recognised as one of the main pub rock institutions in inner Sydney. Bands began playing there in 1980 and continued, eventually seven-nights-a-week, until 1998. This study surveys the popular music-making activity at the site across those years, following a historically oriented narrative. In 1998 the place was extensively renovated and the unique architecture and management principals that supported the vibrant music-making culture were substantially changed. As a result, the community of regular patrons who closely identified with the site dispersed. The study aims to provide a history of this diverse community built around this urban music-making site, through one-on-one interviews with key participants in the building and maintenance of that unique culture. Interviewees were chosen from four identified roles of engagement with the site, being either owner/manager, musician, staff or patron. Defining the boundaries of these roles became problematic throughout the length of the study, however, as the process of personal identification with the site, and the particular ethos of the place became apparent in the analysis. The study is also informed by my close association with the hotel over many of the years covered. I worked as a barman there between 1994 and 1996, visited the hotel to see bands from 1986, and performed there regularly from 1992 until 1998. This close knowledge of the site provided access to key participants and also assisted in the understanding of the performance and work rituals practiced there. My role as insider researcher is also critiqued via relevant literature. Through analysis of the narratives offered by the 25 interviewees, the thesis explores issues around the formation of identity at the site, and how participants in the culture came to regard the place as their own. The 'feeling of community' expressed by all interviewees will be discussed through reference to relevant literature and held against the more fluid ideas of what 'community' symbolises in studies concerned with group identification. Rituals instigated and maintained at the site are analysed with a view to understanding how participation in regular community events deepened the sense of belonging to the site expressed in the interviews. These three key investigative themes, namely 'identity', 'community' and 'ritual' are recurrent throughout the narrative, along with the idea of a 'place' based music-making scene. The study is divided into the three main areas in which the identification and contestation of these themes played out. The areas are the people, the place, and the songs from bands closely identified with the venue.
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Presbury, Rajka. "Service quality in Sydney hotels : a perspective from managers, staff and customers." Thesis, 2009. http://handle.uws.edu.au:8081/1959.7/45450.
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Since the early 1980s there has been a growing interest globally in service quality, driven by the supposition that high service quality will lead to more satisfied customers. Satisfied customers will remain loyal and spread positive word-of-mouth advertising, and therefore improving service quality is linked to competitive advantage. In Australia the recognition that the service industry is a significant economic driver has resulted in an increasing interest in service quality. Sydney, as the most popular tourist destination in Australia, has a large number of hotels that represent a critical component of the local service industry. To respond to the rising attention to impacts of service quality on the hospitality industry this thesis explores service quality within the hotel sector of Sydney, Australia. The research presents and discusses a comprehensive analysis of the expectations and perceptions of key actors, the customers, managers and employees of hotels, along with a service performance analysis, using both qualitative and quantitative data collection. Despite the fact that the concept of service quality in tourism and hospitality has been researched for over two decades, limited understanding exists of the hotel sector of Sydney, Australia. Thus the primary focus of this research is to analyse the needs, expectations and perceptions of three-, four- and five-star hotel customers in Sydney, Australia. This research, which seeks to address the gaps within the tourism and hospitality literature surrounding service quality in Sydney hotels, is guided by two main research questions: First, what are the main factors that customers consider to be important in the evaluation of service quality in three-, four- and five-star hotels? To answer this question it was necessary to: 1) examine what attributes customers use in choosing between three-, four- and five-star hotel accommodation in Sydney; 2) determine management’s perceptions of the attributes they believe are important in patrons’ choice process when deciding between alternative three-, four- and five-star accommodation providers in Sydney; 3) use the SERVQUAL framework to develop measures of service quality in three-, four- and five-star hotels in Sydney; 4) evaluate the validity of the SERVQUAL framework in the context of three-, four and five-star hotels; 5) identify which of the dimensions is the most important in delivering customer satisfaction in three-, four- and five-star hotels. Second, how well are these hotels delivering the required levels of satisfaction to their customers? To answer this question it was necessary to: 1) ascertain from the perspective of both management and staff what impediments exist within the hotel sector to delivery of quality service; 2) compare the perception of performance with customer expectations to identify discrepancies; 3) identify those aspects of hotel service that require attention and modification in terms of teaching and learning; 4) identify the perceptions of performance by customers of Sydney hotels; 5) compare managers’ perceptions of performance with those of customer perception in this area. In order to address the research questions outlined above, a mixed methodology grounded in the pragmatic paradigm was adopted. The pragmatic paradigm allows for mixed methods research and was chosen because it reflects the exploratory nature of the research to be undertaken through multiple methods. The methodological approach in this thesis was undertaken in four phases: Phase 1, the qualitative phase, where individual interviews and fieldwork provided the groundwork for questionnaire development; Phase 2, the quantitative phase, where the questionnaire was developed and extensively tested; Phase 3, the continuation of the quantitative phase, which included employment of the highly structured questionnaire; and Phase 4, the final phase, using the triangulation technique to combine and explain the data collected. The results of this research
revealed that respondents hold numerous and differing views about the notion of service quality. In general, respondents provided an overview of the attributes customers use in choosing between three-, four- and five-star hotel accommodation in Sydney, which both confirmed and added to previous research. Managers demonstrated understanding of customers’ expectations, but showed high levels of frustration with the multiple impediments to delivering quality services to customers within the hotel sector. The SERVQUAL framework proved to be useful in measuring service quality in three-, four- and five-star hotels in Sydney; measures needed, however, considerable refinement in terms of context to be useful to hotel managers in Sydney. A number of relationships were established, including correlations between: customer expectations and service quality; customer satisfaction and service quality; customer loyalty/retention and service quality; price/value and service quality. These findings will allow managers of hotels to make better decisions in terms of resources. Additionally, a number of areas were identified as needing modification to improve service quality in three-, four- and five-star hotel accommodation in Sydney. These include paying greater attention to employee and customer contact, and making modifications in the broad area of human resources. Overall this thesis adds to the body of literature concerning service quality, with a specific emphasis on Sydney, Australia. This thesis provides a better understanding of those aspects of service that are considered by customers to be important in their overall experience, and makes suggestions about the changes that can be made to improve customer experience. Further, the identification of impediments to service quality delivery highlights the problems for staff and managers in delivering what the hotel promises. This information can then be used to inform management of the changes that can be made to achieve better performance.
Books on the topic "Hotel employees in New South Wales"
1
Gordon, Moira. Redundancy, employment and occupational status: Ex-steel industry employees, Newcastle, New South Wales. [Newcastle], N.S.W., Australia: Dept. of Economics and Institute of Industrial Economics, University of Newcastle, 1986.
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2
Verity, Burgmann, ed. Green bans, red union: Environmental activism and the New South Wales Builders Labourers' Federation. Sydney: UNSW Press, 1998.
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3
N.S.W.) Forensic Psychology Conference (1st 1999 Sydney. Australia's 1st Forensic Psychology Conference, 7-11 February 2001, the Wentworth Hotel, Sydney, New South Wales: Conference program. Australia: Australian Psychological Society LTD, 2001.
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4
New South Wales. Independent Commission Against Corruption. Investigation into dealings between Thambiaiah Jeevarajah, an engineer employed by the Department of Housing, and the construction company Australian Colour Enterprises Pty Ltd. Sydney, NSW: Independent Commission against Corruption, 2003.
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5
Office, Great Britain Colonial. Emigration: Copies of reports made to the governors and councils of Canada, New Brunswick, and New South Wales. [London: HMSO, 2001.
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6
Bain-Fallon Memorial Lectures (19th 1997 Manly, N.S.W.). Equine reproduction: Proceedings of Nineteenth Bain-Fallon Memorial Lectures, 21st-25th July 1997, Manly Pacific Parkroyal Hotel, Manly, New South Wales, Australia. Edited by Hodgson David R and Australian Equine Veterinary Association. Artarmon, N.S.W., Australia: The Association, 1997.
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7
Art Gallery of New South Wales. Tony Tuckson: Guide to the papers of Tony Tuckson (1921-1973) : in the archive of the Art Gallery of New South Wales. Sydney: Art Gallery of New South Wales, 1999.
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8
Rod, Oxley, ed. Named and shamed. Edgecliff, NSW: Jan Curry, 2009.
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9
Treasury, HM. Estimates of the civil establishments abroad: Viz. (1.) Bahamas, Islands, in America (2.) Bermuda or Somers Islands (3.) Dominica (4.) Province of Upper Canada, in America (5.) Province of Nova Scotia (6.) Province of New Brunswick (7.) Island of Cape Breton (8.) Island of St. John, now called Prince Edward Island (9.) Island of Newfoundland (10.) Settlement of Sierra Leone (11.) Civil establishment of New South Wales (12.) Amount of bills drawn or to be drawn from New South Wales, in 1811, for the year 1811. [London: s.n., 2005.
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10
McLachlan, Johanne. Staff development needs at UNSW libraries: A report on a series of workshops held for all levels of library staff in mid-1984. Kensington, N.S.W: The Library, the University of New South Wales, 1985.
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