Academic literature on the topic 'Hotel frontline employees'
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the lists of relevant articles, books, theses, conference reports, and other scholarly sources on the topic 'Hotel frontline employees.'
Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.
Journal articles on the topic "Hotel frontline employees"
1
Gitau, John Kahuthu, Vincent Nyamari Maranga, and Rosemarie Ayuma Khayiya. "Socio-demographic Factors Associated with Job Burnout among Frontline Employees: A Cross-sectional Study of Classified Hotels in Nairobi City County, Kenya." International Journal of Advanced Engineering and Management Research 08, no. 03 (2023): 131–56. http://dx.doi.org/10.51505/ijaemr.2023.8310.
Full textAbstract:
In today’s highly competitive business environment, providing exceptional customer service is the primary goal of any hospitality organisation. Hotel frontline employees play a vital part in the service delivery process to achieve this. However, job burnout is a persistent problem in the hotel sector due to the demanding nature of the work (for example, working long hours and rotating shifts). Hotel frontline employees have to deal with the challenging nature of their job. As a result, they are prone to job burnout, lowering their productivity. Therefore, it is essential to establish possible job burnout interventions among this important group of hotel staff. Nairobi City County has a well-established hospitality sector home to most of Kenya’s classified hotels. As a beginning point in pursuit of job burnout interventions, this study sought to compare job burnout levels in different populations of frontline employees defined by socio-demographic characteristics in all (from 2-star to 5-star) classified hotels using a cross-sectional online survey approach to test the model on 309 frontline employees. Data were analysed using descriptive statistics and the one-way analysis of variance. The prevalence rate of job burnout among frontline employees was 30.7%. Female and unmarried frontline employees exhibited higher levels of job burnout. Frontline employees with lower education reported higher feelings of job burnout and its facets. Frontline employees working in highly rated hotels, with less work experience and tenure, were prone to job burnout and its aspects. Frontline employees working in the restaurant department were more susceptible to burnout and its elements. The current study recommends that owners, managers, and operators of classified hotels in Nairobi City County design interventions anchored on various socio-demographic characteristics to address job burnout among frontline employees.
2
Andriani, Rian, and Disman Disman. "Marital Status dan Gender: Investigasi Kepuasan Kerja Karyawan Hotel." JURNAL ILMU MANAJEMEN DAN BISNIS 10, no. 1 (March 25, 2019): 101–6. http://dx.doi.org/10.17509/jimb.v10i1.16120.
Full textAbstract:
Abstract. For employees in the hospitality industry, employee job satisfaction is an important factor because it will affect customer perceptions of service. Job satisfaction is an interesting topic to discuss, favoring companies in the field of research services at the front line. Companies must improve and enhance job satisfaction, through control variables that can increase job satisfaction such as marital status (single or married) and gender differences (male or female). This study discusses analyzing any indicators that give high priority to the satisfaction of hotel frontline employees. This study discusses differences in marital status and gender that affect job satisfaction in employees at hotels. The study uses a survey conducted on 152 frontline employees at three hotels in the city of Bandung. Presentation of data in table form or frequency distribution and cross tabulation (crosstab) with an analysis of trend trends in research, both those included in the low, medium or high categories. The results of this study provide evidence that frontline employees in hotels have the desire to achieve success in work (achievement), have responsibility in work, have a good working relationship between employees (interpersonal relations) and company policies and administration to get satisfaction in the category high.Keywords: Gender; Frontline Hotel employees; Job Satisfaction; Marital Status Abstrak. Pada karyawan di industri perhotelan, kepuasan kerja karyawan adalah faktor penting karena akan mempengaruhi persepsi pelanggan mengenai layanan. Kepuasan kerja merupakan topik yang selalu menarik untuk diteliti, dengan penekanan pada perusahaan di sektor jasa terutama penelitian pada karyawan frontline. Perusahaan harus memelihara dan meningkatkan kepuasan kerja karyawan, melalui control variable yang dapat mempengaruhi kepuasan kerja seperti marital status (lajang atau menikah) dan perbedaan gender (pria atau wanita). Penelitian ini bertujuan untuk menganalisis indikator apa saja yang memberikan pengaruh tinggi pada kepuasan kerja karyawan frontline hotel. Penelitian ini meneliti apakah perbedaan marital status dan gender mempengaruhi kepuasan kerja terutama pada karyawan frontline di hotel. Penelitian dengan menggunakan survei dilakukan terhadap 152 karyawan frontline pada lima hotel di Kota Bandung. Penyajian data dalam bentuk tabel atau distribusi frekuensi dan tabulasi silang (crosstab) dengan analisis ini akan diketahui tren dalam temuan penelitian, baik yang termasuk dalam kategori rendah, sedang atau tinggi. Hasil Penelitian ini memberikan bukti empiris bahwa karyawan frontline di hotel memiliki keinginan untuk mencapai kesuksesan dalam pekerjaan (prestasi), memiliki tanggung jawab dalam pekerjaan, memiliki hubungan kerja yang baik antara karyawan (hubungan interpersonal) dan kebijakan dan administrasi perusahaan untuk mencapai kepuasan kerja dalam kategori tinggi.Kata Kunci: Gender; Karyawan Frontline Hotel ;Kepuasan Kerja; Marital Satus
3
Hu, Feng, Rohit Trivedi, and Thorsten Teichert. "Using hotel reviews to assess hotel frontline employees’ roles and performances." International Journal of Contemporary Hospitality Management 34, no. 5 (February 17, 2022): 1796–822. http://dx.doi.org/10.1108/ijchm-04-2021-0491.
Full textAbstract:
Purpose This study aims to explore how marketers can use text mining to analyze actors, actions and performance effects of service encounters by building on the role theory. This enables hotel managers to use introduced methodology to measure and monitor frontline employees’ role behavior and optimize their service. Design/methodology/approach The authors’ approach links text mining and importance-performance analysis with role theory’s conceptual foundations taking into account the hotel industry’s specifics to assess the effect of frontline hotel employees’ actions on consumer satisfaction and to derive specific management implications for the hospitality sector. Findings This study identifies different actors involved in hotel frontline interactions revealing distinct role behaviors that characterize consumers’ perspectives of service encounters with different role types associated with front-office employees. This research also identifies role performance related to role behavior to improve service encounters. Practical implications Customer–employee interactions can be assessed by user-generated contents (UGC). Performance evaluations relate to frontline employee roles associated with distinct role scripts, whereby different hotel segments require tailored role designs. Insights of this study can be used for service optimization, market positioning as well as for improving human resource management practices in the hotel industry. Originality/value This study contributes to the service encounter literature by applying role theory in the text mining of UGC to assess frontline employees as actors and the effects of their actions on service quality delivery.
4
SUMANEEVA, Ksenia A., Kayode Kolawole ELUWOLE, and Turgay AVCI. "Cross-Functional Training of Front-Line Hotel Employees, In-Role and Extra-Role Job Performance, Customer Satisfaction, and Customer Loyalty: A conceptual Model Proposal." Journal of Environmental Management and Tourism 9, no. 6 (February 1, 2019): 1183. http://dx.doi.org/10.14505//jemt.v9.6(30).07.
Full textAbstract:
The purpose of this paper is to develop the theoretical conceptual model regarding benefits of cross-functional training of frontline hotel employees from interrelated departments of hospitality organizations for further investigation. This study aims to review the hospitality management literature and provide the conceptual model of cross-functional training and its connection to customer loyalty via the mediating role of individual job performance (e.g., in-role and extra-role employees’ job performance) and customer satisfaction in the hotel context.
This paper identifies the gap within existing studies regarding consequences of frontline hotel employees’ cross-functional training and proposes the new conceptual model for the further investigation through extensive literature review of relevant literature.
Hotel managers implement training programs to develop frontline hotel employees’ skills, motivate them to perform better and provide high-quality service to the customers. This paper proposes that cross-functional training of frontline hotel employees can be used to build strong coordination and integration between frontline hotel employees from interrelated hotel departments (e.g., front office, housekeeping, room service, F and B), increase employees’ awareness regarding other departments’ procedures, what, in turn, may significantly improve their individual job performance (e.g., in-role and extra-role performance), increase customer satisfaction and customers loyalty.
This study attempts to fill the existing gaps in the literature regarding the benefits of cross-functional training by suggesting the new conceptual model regarding frontline hotel employees’ cross-functional training, and its link to frontline hotel employees’ in-role and extra-role job performance, customer satisfaction, and customer loyalty for the further investigation. This proposed conceptual model integrates contribution of three main parties of the hotel organization (e.g., supervisors, frontline hotel employees, and customers) as the proposed variables should be investigated by collecting data from different sources.
5
Arasli, Huseyin, Boshra Hejraty Namin, and A. Mohammed Abubakar. "Workplace incivility as a moderator of the relationships between polychronicity and job outcomes." International Journal of Contemporary Hospitality Management 30, no. 3 (March 19, 2018): 1245–72. http://dx.doi.org/10.1108/ijchm-12-2016-0655.
Full textAbstract:
Purpose On the basis of person–job fit theory and conservation of resource theory, this study aims to develop and test a model to examine the impact of polychronicity on frontline employees’ job performance in hotel industry and simultaneously, investigate the moderating effects of supervisor, coworker and customer incivility as stressors in the relationship between polychronicity and employees’ job performance. Design/methodology/approach Data are obtained in North Cyprus from 262 frontline employees working in four- and five-star hotels. Findings The results suggest that polychronicity refers to employees’ performance. Customer incivility negatively and significantly influences job performance, but coworker and supervisor incivilities do not. Unlike coworker incivility, both customer and supervisor incivilities moderate the relationship between polychronicity and job performance; that is, high customer and/or supervisor incivility weaken the positive relationship between polychronicity and job performance. Practical implications Regarding the critical role of polychronic frontline employees, hotel management should recruit the right candidates and endeavor to retain such employees by offering monetary and non-monetary incentives, training and empowering. They may implement a zero-tolerance policy that simultaneously supports both parties (customers and employees). Originality/value The association between employee quality (i.e. polychronicity), job performance and incivility is often overlooked in the hospitality research. This study is the first attempt to consider the joint moderating effect of important social stressors (customer, coworker and supervisor incivility) in the hotel industry.
6
Choy, Monica, Justin Cheng, and Karl Yu. "Evaluating the environmental sustainability strategies of the housekeeping department: the case of an international hotel chain in Hong Kong, China." Tourism Critiques: Practice and Theory 2, no. 1 (May 5, 2021): 115–32. http://dx.doi.org/10.1108/trc-01-2021-0001.
Full textAbstract:
Purpose The purpose of this paper is to use the case of an international luxury hotel chain in Hong Kong to illustrate general environmentally-friendly practices in housekeeping. Six in-depth interviews were conducted with the housekeeping department staff to evaluate the effectiveness of the Hotel’s environmental sustainability practices by analysing their benefits and limitations. Results reveal that all informants acknowledged the environmental sustainability strategies adopted by the Hotel, which can benefit stakeholders. Despite multiple green practices in hotel housekeeping, several strategies may not be as significant as expected with misaligned expectations from the management and the actual practices may create excessive workload for frontline room attendants with a lack of policy enforcement and supportive policies. Therefore, hotels should keep a mutual communication between the management and frontline employees prior to conducting environmentally- and employee-friendly practices. Given the labour-intensive nature of the hotel industry, the housekeeping department should ensure employment equality policy is in place with adequate environmentally friendly support for employees.
7
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.
Full textAbstract:
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.
8
Gom, Daria, Tek Yew Lew, Mary Monica Jiony, Geoffrey Harvey Tanakinjal, and Stephen Sondoh. "The Role of Transformational Leadership and Psychological Capital in the Hotel Industry: A Sustainable Approach to Reducing Turnover Intention." Sustainability 13, no. 19 (September 28, 2021): 10799. http://dx.doi.org/10.3390/su131910799.
Full textAbstract:
With the high level of importance placed on service delivery and the elevated turnover rate experienced in the hotel industry, this study was conducted to explore the influences of perceived transformational leadership on the cross-cultural psychological capital and turnover intentions of frontline employees working in four- and five-star hotels in Sabah, Malaysia. Data were collected from 162 frontline employees using the purposive sampling method. Partial least squares structural equation modeling (PLS-SEM) was performed to test the hypothesized relationships. The findings clearly demonstrate that transformational leadership positively affects cross-cultural psychological capital and negatively influences turnover intention. Cross-cultural psychological capital, on the other hand, has no substantial link with turnover intention and does not act as a mediator between transformative leadership and turnover intention. This study extends the hospitality literature by offering a new conceptual model representing the perceptions of frontline employees toward transformational leadership and cross-cultural psychological capital that influence the turnover intention of these employees based on the job demands–resources and conservation of resources theories. These findings have implications for the advancement of transformational leadership and cross-cultural psychological capital toward a sustainable approach to reducing employee turnover in the hotel industry.
9
Meira, Jessica Vieira de Souza, Murat Hancer, Sara Joana Gadotti dos Anjos, and Anita Eves. "Human resources practices and employee motivation in the hospitality industry: A cross-cultural research." Tourism and hospitality management 29, no. 2 (2023): 157–67. http://dx.doi.org/10.20867/thm.29.2.1.
Full textAbstract:
Purpose –This study conducted a comparative analysis between hotels located in Brazil and England on human resource practices and employee motivation, using the cultural dimensions developed by Hofstede (1980) and the conservation of resources theory. Design/Methodology/Approach – Questionnaires were completed by 154 hotels, 96 and 58 dyads of human resources managers and frontline employees from Brazil and England, respectively, corresponding to a total of 308 respondents. Importance-performance analysis was used to examine the data collected through independent t-tests. Findings – The results showed that Brazilian managers considered training as the most important human resources practice, while information sharing had the best performance in their hotels. English managers ranked employment security with the highest importance and performance ratings. Brazilian frontline employees ranked intrinsic motivation with the highest importance and performance ratings, while English frontline employees ranked extrinsic motivation with the highest importance and performance ratings. Originality of the research – This research extended previous studies using the conservation of resources theory and also developed competitive strategies targeted to specific cultures. Another contribution was the comparative study between hotel employees (managers and frontline) from two countries (Brazil and England), applying the importance-performance analysis.
10
Goh, Edmund, and Sandra Kong. "Theft in the hotel workplace: Exploring frontline employees’ perceptions towards hotel employee theft." Tourism and Hospitality Research 18, no. 4 (December 12, 2016): 442–55. http://dx.doi.org/10.1177/1467358416683770.
Full textAbstract:
A plethora of studies has investigated theft in the workplace in various industries. However, few studies investigated the motivations behind hotel employee theft especially among Generation Z undergraduates working full time as part of their internship. This targeted sample group is pivotal to the hotel industry as they are the future generation of hotel leaders. These reasons can be attitudinal such as excitement, influenced by fellow colleagues and perceived ease of committing the theft. To address this research gap, this study utilised the established theory of planned behaviour to investigate underlying motivations of employee theft behaviour in the hotel industry. Personal interviews were conducted with 29 hotel management undergraduates who were doing their internships as full-time hotel employees in various frontline jobs in food and beverage, housekeeping and front office. Results revealed the adrenaline feeling when committing hotel employee theft as the key motivator. The most influential social group was colleagues in the same department. The main perceived difficulty was the grey area of defiant behaviour and what actually constitutes as employee theft.
Dissertations / Theses on the topic "Hotel frontline employees"
1
Carrillo, Cindy. "Anxiety in the Workplace: A Study of Different Anxiety Relief Methods for Hotel Employees." Thesis, University of North Texas, 2020. https://digital.library.unt.edu/ark:/67531/metadc1703313/.
Full textAbstract:
There is a lack of anxiety relief methods used in the hospitality workplace. This study examines the effectiveness of two forms of anxiety relief through four different methods. The data collection took place in classroom environments at the University of North Texas and the University of New Orleans, both of which are located in southern USA. The independent variables are the recovery method, the mediator variables are restorativeness and emotional improvement, and the dependent variables are negative job affects, positive job affects, turnover intention, and job commitment. Professors were asked for some time during their lecture to conduct the experiment in a classroom environment during the students' class time. Eight classes were visited, with each class being exposed to a designated anxiety relief method. The anxiety relief methods consisted of using a virtual reality headset with sound, virtual reality headset without sound, nature pictures with sound, and nature pictures without sound. Results of 206 usable surveys indicated virtual reality recovery method evoked higher levels of restorativeness than picture recovery method. Restorativeness partially mediated the effects of positive job affects and job commitment. lastly, emotional improvement partially mediated the effects of negative job affects, positive job affects, and turnover intention.
2
Häggblom, Emma, and Edona Alija. "Mavian eller Rica-själ? : En analys av servicekulturen på Malmö Aviation och Rica Talk Hotel." Thesis, Södertörns högskola, Institutionen för ekonomi och företagande, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-11394.
Full textAbstract:
Purpose: The purpose of this thesis is to compare and analyze Malmö Aviation and Rica Talk Hotel's service culture. This is done by examining three themes, the organizations ways of working with training, motivation and empowerment of frontline employees. Method: The essay is a case study-based qualitative research which mainly focuses on semi-structured, qualitative interviews with various people within the two organizations. Theory: The theoretical framework considers theory within two sections. The first section, the organizations importance in service quality, focuses on service culture or service climate and different management strategies. Section two, the employees’ importance in service quality, focuses on three themes: training, motivation and empowerment of frontline employees Results: Both Malmö Aviation and Rica Talk Hotel are companies that put great emphasis on developing and maintaining a quality service culture within the organization. The main difference between Malmö Aviation and Rica Talk Hotel in service culture is that Malmö Aviation has a well established and well functioning service culture within the company, while Rica Talk Hotel is in the middle of a development process where they are reviewing their existing service culture. The new service culture has not yet been established in the company, and therefore there is a great development potential within education, motivation and empowerment of frontline employees.
3
Kao, Feng-Wei, and 高鳳薇. "A Study on Sabotage Behavior of Frontline Employees and its Antecedents and Outcomes- An Example of Hotel Industry." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/80017488741682457672.
Full textAbstract:
碩士國立東華大學
企業管理學系
98
After the notion of “service sabotage” was proposed by Harris and Ogbonna (2002), the related research and discussion were also growing, much of the existing research on service sabotage focuses on the exploratory and qualitative researches, and mostly identifying the types of sabotage, or classifying the saboteur, there are less evidence of research data. The aims of this study are using three different perspectives such as individual factors, work and group factors and organizational factors to investigate antecedents to service sabotage and consequences which related service performance of service sabotage. By using survey-based approach, this study considers frontline employees in hotel who usually high service contact with customer. Finally, this study used structural equation modeling to test the hypotheses which are supported. The results of this study are including: 1. In parts of individual factor, we find that conscientiousness has significant negative influence on service sabotage. Besides, openness to experience has significant positive influence on service sabotage. 2. In parts of work and group factor, group norms has significant negative influence on service sabotage. And customer interpersonal injustice has significant positive influence on service sabotage. 3. In parts of organizational factor, surveillance has significant negative influence on service sabotage. 4. Ih the consequences of service sabotage, service quality, employee satisfaction and employee-customer rapport all have significant positive influence on service sabotage.
4
Huang, Jhih-Rong, and 黃芝蓉. "The Relationships among Job Characteristics, Emotional Labor, and Job Satisfaction of Frontline Employees: A Comparison among Hotel, Restaurant, and Travel Industries." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/cqhnuy.
Full textAbstract:
碩士國立東華大學
觀光暨休閒遊憩學系
102
In the tourism industry, frontline employees, bearing in mind the goal of fulfilling customer needs, play a critical role in connecting the firm with its customers. While doing so, they frequently encounter demanding customers, and that’s the situation where “emotional labor” emerges. Emotional labor is the management of emotional display in order to meet social expectations. According to the previous research, job characteristic can regulate emotional labor, whereas lower emotional labor can elevate job satisfaction. The purpose of this study is to compare the relationships among job characteristic, emotional labor, and job satisfaction in three tourism industries. Purposive and snowballing sampling methods were applied for collecting frontline employees of hotels, restaurants and travel agencies. The survey was carried out from November 3rd, 2013 to January 7th, 2014 with a total of 280 valid samples. Results revealed that, while different industries project different job characteristics, job characteristics can positively predict frontline employees’ emotional labor and job satisfaction. Also, emotional labor has been proved to be positively associated with job satisfaction, and thus has some effect on mediating the relationship between job characteristic and job satisfaction. To sum up, the study suggests that the company should modulate the training program and emotional labor performance of its employees according to job characteristics. More practical suggestions are provided to enhance the satisfaction of both employees and customers.
5
Chen, Yi-Chieh, and 陳怡潔. "Effects of Salary and Compensation System Equity on Job Satisfaction and Turnover Intention in the Context of Tourist Hotel: Taking Frontline Employees as Example." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/65781739138103969338.
Full textAbstract:
博士銘傳大學
管理研究所博士班
98
Frontline employees of tourist hotel play a crucial role in providing cus-tomer service satisfaction. In the face of low salary and high turnover rates, it has long been considered an important issue for frontline employees of tourist hotel in Taiwan to formulate a compensation system, increase employee satisfaction and alleviate turnover intention. The purpose of this paper is to examine the effects of salary and compensation system equity on job satisfaction and turnover intention for frontline employees of tourist hotel. Distributive justice and procedural justice were used to measure the equity. 388 effective samples of frontline employees from 32 tourist hotel were randomly sampled, structural equation model (SEM) was employed to verify the hypotheses. The results revealed that both distributive and procedural justices significantly affect job satisfaction of frontline employees of tourist hotel positively. Furthermore, distributive justice significantly affects turnover intention of frontline employees of tourist hotel positively. However, effect of procedural justice on turnover intention of frontline employees of tourist hotel is not significant. In general, distributive and procedural justices affect job satisfaction nearly equally. However, total effect of distributive justice on turnover intention of frontline employees of tourist hotel is higher relatively than procedural justice can exert on.
6
Lin, Tzu-Wan, and 林姿宛. "Emotional Labor, Burnout and Job Satisfaction of Food and Beverage Department Frontline Employees in the International Tourist Hotels: Moderating Effects of Social Support." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/54525371498926971794.
Full textAbstract:
碩士國立臺中教育大學
永續觀光暨遊憩管理研究所
99
The concept of emotional labor was introduced by Hochschild (1979, 1983) and is defined as “the management of feeling to create a publicly observable facial and bodily display.” Some recent studies have discovered the emotional labor of front-line service staff in the tourism context (e.g., Guerrier and Adib, 2003; Constanti and Gibbs, 2005) and have developed an exclusive hospitality emotional labor scale (HELS) for the hospitality industry (Chu and Murrmann, 2006). A thorough understanding about emotional labor of the food and beverage department frontline employees in the international tourist hotel, however, is still wanting. The purpose of this study is to add to what is known. Conceptual framework was built in the light of critical managerial issues. Quantitative research approach was used to examine the casual relationships among emotional labor, job burnout and satisfaction and moderating effects of social support. Findings suggest that emotional labor induces job burnout and decreases job satisfaction for the food and beverage department frontline employees in the international tourist hotels. Furthermore, job burnout also reduces job satisfaction for the food and beverage department frontline employees in the international tourist hotels. However, Social support can buffer the effects of emotional labor on the job burnout and job satisfaction. Managerial implications and future research directions are also provided in this study.
7
Kuo, Wei-Chun, and 郭為鈞. "The Influence of Behaviour of ‘Difficult Customer’ on the Emotional Impact and Job Stress on Frontline Employee- A Case Study of Rooms Division in International Tourist Hotels in Kaohsiung." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/4h9ny3.
Full textAbstract:
碩士國立高雄餐旅大學
餐旅管理研究所
102
The particular purpose of this study is to explore the correlation between difficult customers, and their impact upon the frontline Taiwanese hotel staff; in addition, this study also investigates which types of difficult customer employees frequently encounter and whether the hotels provide sufficient resources to assist their employees when dealing with difficult customers. This study developed and distributed questionnaires to more than 500 frontline service personnel, in order to establish an overview of this area. After collecting 323 questionnaires, the results demonstrate that four types of behaviour of difficult customer were found in service encounters in the hotel industry. The results further reveal that customers who are rude in behaviour cause more job stress and emotional impact on employees than other types of difficult customer behaviours. Practitioners and managers in the hotel industry could use these findings to further understand difficult customer behaviour and its impact on frontline employees within the rooms division; furthermore, they could use it as a guideline to make efficiency improvements and prevent problems occurring.
Book chapters on the topic "Hotel frontline employees"
1
Di Virgilio, Francesca, Angelo Presenza, and Lorn R. Sheehan. "Organizational Citizenship Behavior." In Handbook of Research on Global Hospitality and Tourism Management, 163–84. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8606-9.ch010.
Full textAbstract:
This chapter analyzes organizational citizenship behavior of permanent versus contingent employees in the Italian hospitality industry. The empirical data were derived from a questionnaire survey conducted in three regions of Southern Italy. Survey respondents were 848 frontline employees from 63 hotels. Findings show that contingent employees exhibited less helping behavior than permanent employees but no difference in their voice behavior. In addition, work status was found to make more of a difference in both helping and voice in less work centrality organizations. Hotel managers are encouraged to focus attention on individual behavior that is discretionary, not directly or explicitly recognized by the formal reward system, and that in the aggregate promotes the effective functioning of the organization. Particularly in Italy, it would be advantageous to develop retention strategies for talented people that exhibit a high degree of organizational citizenship behavior.
2
"Emotional Labor Among the Frontline Employees of the Hotel Industry in India." In Global Cases on Hospitality Industry, 249–72. Routledge, 2013. http://dx.doi.org/10.4324/9780203051825-20.
Full text
3
Lee, Helen Wing Han. "Impacts of Smart Technology on Customer Experience." In Advances in Hospitality, Tourism, and the Services Industry, 1–11. IGI Global, 2023. http://dx.doi.org/10.4018/978-1-6684-6607-0.ch001.
Full textAbstract:
The COVID-19 pandemic has shaped the globe in a revolutionary manner. The pandemic accelerated the adoption of technology around the globe. Given its extended roles, tons of studies shed light on customer experience design through smart technology from customers' perspectives. Little has been drawn to examine frontline employees' perspectives. This chapter aims to analyze the impacts of smart technology on customer experience in the hospitality context. Insights on perceived customer experience are sought from the perspectives of tertiary students and hotel frontline staff. The chapter will have several foci. Firstly, the chapter will provide readers with an overview of the development of smart technology in the hospitality context. Secondly, the chapter will walk through the major touchpoints during the hotel customer experience journey. This chapter helps craft a conceptual framework for enhancing customer experience design in the new era. Finally, it discusses the theoretical and practical implications and limitations and concludes with research directions in future endeavours.
4
"Frontline Employee Incentives." In A Hotel Manager's Handbook, 219–30. Apple Academic Press, 2016. http://dx.doi.org/10.1201/b19848-20.
Full text
5
"Frontline Employee Training." In A Hotel Manager’s Handbook, 25–49. Apple Academic Press, 2015. http://dx.doi.org/10.1201/b19848-5.
Full text
6
"Frontline Employee Training." In A Hotel Manager's Handbook, 33–58. Apple Academic Press, 2016. http://dx.doi.org/10.1201/b19848-7.
Full text
7
"Frontline Employee Recruitment and Selection." In A Hotel Manager's Handbook, 15–32. Apple Academic Press, 2016. http://dx.doi.org/10.1201/b19848-6.
Full text
8
"Frontline Employee Feedback and Evaluation." In A Hotel Manager's Handbook, 59–68. Apple Academic Press, 2016. http://dx.doi.org/10.1201/b19848-8.
Full text
9
Hallin, Carina Antonia, Torvald Øgaard, and Einar Marnburg. "Exploring Qualitative Differences in Knowledge Sources." In Global Aspects and Cultural Perspectives on Knowledge Management, 286–310. IGI Global, 2011. http://dx.doi.org/10.4018/978-1-60960-555-1.ch018.
Full textAbstract:
Focusing on knowledge management (KM) and strategic decision making in service businesses through the constructs of strategic capital and knowledge sharing, the study investigates qualitative differences in domain-specific knowledge of frontline employees and executives. The study draws on cognitive theory and investigates the extend to which the knowledge of these subject groups is correct with respect to incorporating intuitive judgments by various employee groups into forecasting and following strategic decision making. The authors carried out this investigation through an exploratory study of the subject groups’ confidence and accuracy (CA) performance in a constructed knowledge-based forecasting setting. The groups’ intuitive judgmental performances were examined when predicting uncertain business and industry-related outcomes. The authors surveyed 39 executives and 38 frontline employees in 12 hotels. The analysis is based on a between-participants design. The results from this setting do not fully confirm findings in earlier CA studies. Their results indicate that there are no significant differences in the accuracy of executives (as experts) and frontline employees (as novices). Although executives demonstrate overconfidence in their judgments and frontline employees demonstrate underconfidence, in line with earlier CA theory of experts and novices, the differences we find are not significant. Similarly, the CA calibration performance difference between the two groups is not significant. They suggest, among other reasons, that our findings differ from earlier CA studies because of organizational politics and culture by power distance, social capital, misuse of knowledge and the size of the business.
10
Hudson, Dr Simon, and Louise Hudson. "Managing Service Encounters." In Customer Service for Hospitality and Tourism. 3rd ed. Goodfellow Publishers, 2022. http://dx.doi.org/10.23912/9781915097132-5074.
Full textAbstract:
The opening spotlight highlights the critical importance of ‘service encoun- ters’, defined as “the dyadic interaction between a customer and a service provider”(Surprenant and Solomon, 1987: 87). Marcos van Aken of Ten Travel spe- cializes in personalized and customized service for his clients, and has developed strong business relationships because of this attention to detail. The majority of research examining social interactions in commercial service settings has focused on such exchanges between consumers and frontline employees (e.g. Gremler and Gwinner, 2000; Parasuraman, Zeithaml and Berry, 1988). This is particularly the case within tourism and hospitality settings, including hotels (Hartline and Jones, 1996), restaurants (Lin and Mattila, 2010), and tour groups (Conze et al.,, 2010). As “service encounters are first and foremost social encounters” (McCallum and Harrison, 1985: 35), it follows that consumers derive important social benefits, which include friendship, personal recognition, and enjoyable connections with service providers, particularly in high-contact, customized personal services (Gwinner et al., 1998). Companies can also derive corresponding benefits, as the opening spotlight illustrates.