Dissertations / Theses on the topic 'Hotel management'
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Dharmesti, Maria. "Sustainable Hotels: Management and Consumer Pro-environmental Behaviours." Thesis, Griffith University, 2017. http://hdl.handle.net/10072/370728.
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This research project focused on developing a better understanding of the role of
consumer and management in mainstream hotels in achieving sustainability. The
structure of this research is initiated by providing more information about the main
research background, followed by a literature review and development of the models
used. The research design is presented with the models. Results of three studies are
explained and discussed.
The main research question to be answered is ‘What is the role of consumer and
management in creating sustainability in a hotel context?’ The literature review on
stakeholder theory in strategic green management suggested a multi-perspective
involvement (company and customers) in establishing green management in hotels. The
hotel consumer literature review found a high extent of Theory of Planned Behaviour
(TPB) approaches used to conceptualise individual Pro-Environmental Behaviour
(PEB) in existing models. However, fewer studies clearly pointed out that the inclusion
of hotel green attributes contributes to a better explanation of customer loyalty in hotels.
There is also scarcity in the inclusion of behavioural elements and mindfulness in
existing PEB models. This research includes a novel feature of mindfulness, domestic
green habits (behaviour), and hotel green attributes (context) as an alternative approach
to explain individual PEB in hotels. In accordance with stakeholder theory, this research
examines co-operations between hotel management and customers to establish business
sustainability and provide win-win-win solutions for customers, company, and the
natural environment.
This research is designed on the pragmatist paradigm. A sequence of mixedmethods
design (qualitative – quantitative – qualitative) was selected as the strategy of
inquiry. In the first qualitative phase, two customer focus group discussions were
conducted to develop some questionnaire items. After the pilot study, a survey targeting
3-star to 5-star hotel users was conducted in Indonesia (n=324). A similar survey was
also carried out in Australia (n=339). Hotel management interviews (n=26) were also
conducted to develop better understandings on hotel pro-environmental management from managers’ perspectives.
The empirical studies presented in this research suggest that the proenvironmental
collaboration between consumer and hotel management maintains a
significant role in achieving sustainable hotel business. The study of individual PEB in
hotels suggests that mindfulness significantly impacts consumer PEB in hotels. Hotel
green attributes are found to be prominent in facilitating green behaviours in hotels. The
study of the influence of hotel green attributes on customer loyalty suggests that the
establishment of hotel green attributes supports customer’s positive attitudes towards
the hotel’s brand and exhorts customer loyalty. The significance of green attributes in
hotels conforms to the results of manager interviews. The green typology developed
from the management interviews suggests high-level motivation, wide scope, very good
processes and monitoring, and enhanced levels of customer communication enables best
practice pro-environmental management.
Exploring PEB in hotels from different perspectives contributes a green
collaboration concept between consumer and hotel management to the hotel
sustainability literature. A typology of hotel green management is presented to predict
the extent of green practices in mainstream hotels. The green management criteria of the
typology contribute insights to the actualisation of green management in mainstream
hotels, and detailed standards to achieve best green practices in hotels. Supporting the
stakeholder theory, staff participation and customer communications are necessary to
achieve best green management practices. The novel concept of mindfulness and the
behavioural approach to determining consumer PEB in hotels contribute a new
perspective to the consumer behaviour literature. This research contributes to hotel
management literature by providing insights on the prominent role of hotel green
attributes in the actualisation of customer PEB in hotels. Findings of this research add
deeper understandings of the role of hotel green attributes and customer experience in
generating customer loyalty in hotels.
Practically, this research mainly points to green collaboration between
stakeholders (managers, staff, and consumer) that can be applied in hotel management.
The green management typology criteria developed from this research can be applied to
measure the extent of a hotel’s green practices. It can also assist hotel managements by
providing a valid reference to enable best green practices in their hotels. Results of this
research encourage hotel managers to involve the staff in formulating a green strategy
and communicate the green strategy to their customers. Noting the positive impact of
hotel green attributes and good hotel customer experience on loyalty, findings of this research deliver a novel approach for hotel management to gain a better understanding
of their customers and to improve customer loyalty in their hotel. The inclusion of
behavioural aspects and mindfulness in determining hotel PEB challenges and
encourages the enactment of PEB among hotel customers.Thesis (PhD Doctorate)
Doctor of Philosophy (PhD)
Dept of Marketing
Griffith Business School
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Wilson, Simon David. "Environmental management systems and their implications on industry in Hong Kong : a case study of the hotel industry /." Hong Kong : University of Hong Kong, 1996. http://sunzi.lib.hku.hk/hkuto/record.jsp?B1750661X.
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Aryee, Susan. "HOTEL MAINTENANCE MANAGEMENT : Strategic practices in hotel operation." Thesis, KTH, Bygg- och fastighetsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-48230.
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Purpose The purpose is to identify responsibility of owners and operators for maintenance of assets, fixtures and fittings, to identify maintenance management strategies adopted for the efficient operation of hotels and to find out difficulties faced by operators in implementing these strategies. Methodology Four interviews provided supplementary data for the main data collection phase involving administration of 64 questionnaires to hotel operators and maintenance managers. Findings The hotel owner and operator have individual and joint responsibility for asset maintenance. Outsourcing is a maintenance strategy used to minimise operating costs, an important factor that guides this decision is time constraint required to deliver work. In house maintenance it is also influenced by the strategic value of the service and the availability of the resource in the market. In maintenance practice an important challenge is maintaining energy efficiency because of the increasing electronic equipment and high volume of lights.
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Kim, Seakyoung. "Multi-attribute utility test of U.S. frequent guest programs with application to the Korean lodging industry /." Online version of thesis, 1993. http://hdl.handle.net/1850/12087.
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Wawrzyniak, Elizabeth A. "A model to forecast corporate hotel rates /." Online version of thesis, 1993. http://hdl.handle.net/1850/11597.
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Davids, Nadia. "The importance of financial management knowledge and accounting skills among department managers in the hotel industry within the Cape Town metropolis." Thesis, Cape Peninsula University of Technology, 2017. http://hdl.handle.net/20.500.11838/2650.
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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2017.The hospitality industry has undergone far-reaching changes based on discussions held with industry representatives. Due to the rapid development of accounting systems there is an over reliance on systems to control costs. This influences the accounting skills of department managers, which are insufficient to manage their departments effectively. The research investigates the role and relevance of accounting skills amongst department managers of selected hotels in Cape Town. The research methodology employed a semi-structured questionnaire that was used to collect quantitative and qualitative data. The focus was on selected three-star (3) and five-star (5) hotels within Cape Town. The findings were drawn from a small sample of 45 hotels, among which 35 participants from the 45 hotels completed the questionnaire. A review of literature identified a strong need for department managers to have accounting skills, but there is limited evidence whether they actually hold these skills. Statistical analysis of the responses revealed that less than 50% of the participants were confident that they had sufficient accounting skills to manage their departments effectively. Two key issues were identified (1) the benefits of accounting skills (2) the need for formal accounting skills training. If the findings and concerns of the lack of accounting skills are not addressed it will affect cost control, costs will increase and profitability will be negatively affected. Recommendations include more interaction and forging links between academia and industry. A challenge for hospitality academics is review current financial management training provided and introduces mentorship programmes to develop the accounting skills of department managers.
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Chung, Wen-Yi Tera. "Sexual harassment : a pilot study in the hotel industry /." Online version of thesis, 1993. http://hdl.handle.net/1850/11448.
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Dominguez, Angel E. "The hotel management simulation/game : an evaluation of game mechanics and learning outcomes /." Online version of thesis, 1993. http://hdl.handle.net/1850/11572.
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Kittelberger, Tess. "The relationship between hotel managers' communication styles and subordinate employee attitudes and personal relationships /." Online version of thesis, 2009. http://hdl.handle.net/1850/8481.
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Wang, Junxian. "Online hotel booking system." CSUSB ScholarWorks, 2006. https://scholarworks.lib.csusb.edu/etd-project/3083.
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The Online Hotel Booking System was developed to allow customers to use a web browser to book a hotel, change the booking details, cancel the booking, change the personal profile, view the booking history, or view the hotel information through a GUI (graphical user interface). The system is implemented in PHP (Hypertext Preprocessor) and HTML (Hyper Text Markup Language).
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LaFleur, Tobias C. (Tobias Christopher). "Improving the Quality of Hotel Banquet Staff Performance: a Case Study in Organizational Behavior Management." Thesis, University of North Texas, 1994. https://digital.library.unt.edu/ark:/67531/metadc500375/.
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The banquet staff at a north Texas hotel were responsible for setting up 11 different functions (e.g., buffet dinners) for conferences and meetings. The functions were often set up late and items were often omitted. An analysis suggested that performance problems were the result of weak antecedents, inefficient work procedures, inadequate training and a lack of motivating consequences. An intervention consisting of task checklists, feedback, goal setting, monetary bonuses, training and job aids was designed to enhance the accuracy and timeliness of function setups. Performance increased from an average of 68.8% on the quality measure (accuracy plus timeliness) in baseline, to 99.7% during the intervention phase. Performance decreased to 82.3% during a follow-up phase in which parts of the intervention were discontinued by hotel management. Performance increased to 99.3% with the reintroduction of the intervention phase.
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Bodea, Tudor Dan. "Choice-based revenue management a hotel perspective /." Diss., Atlanta, Ga. : Georgia Institute of Technology, 2008. http://hdl.handle.net/1853/24739.
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Thesis (Ph.D.)--Civil and Environmental Engineering, Georgia Institute of Technology, 2008.Committee Chair: Garrow, Laurie Anne; Committee Member: Castillo, Marco; Committee Member: Ferguson, Mark; Committee Member: McCarthy, Patrick; Committee Member: Meyer, Michael.
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Thongkao, Aungkan. "How green is your hotel? : an examination of environmentally friendly practices of the Phuket hotel industry." Thesis, Edith Cowan University, Research Online, Perth, Western Australia, 2002. https://ro.ecu.edu.au/theses/739.
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The global hospitality industry is currently facing many challenges from the external business environment. These include the effects of global recession, a downturn in overall trade and an increased demand for service excellence from a much more quality conscious clientele. A more recent challenge, however, relates to an increase in global awareness of environmental issues. Contemporary consumers require goods and services to be produced, or delivered, in environmentally friendly ways. As a result, managers are being forced to reconsider their business strategies and activities. Indeed a wide range of industries has already responded to consumers' dictates on conservation issues. It is now universally accepted that organisations can only achieve their strategic objectives by adopting an environmentally friendly philosophy. The global hotel industry, like any other industry sector, can no longer resist this trend. This study, therefore, shall examine the extent of environmental management practice in the hotel industry, which is one of the major sectors responsible for the development of sustainable tourism. In particular, this study investigated the extent of Green Practice within the Phuket hotel industry, in Thailand. It reports the findings from a two-stage methodology that was designed to shed light on both the current extent of environmental practice within the Phuket hotel industry, as well as the motivation(s) for such practice. Empirical research is reported on a survey of Phuket hotels, with results suggesting that whilst there is evidence of environmentally sensitive practice within the Phuket hotel industry, this is not widespread and rather uncoordinated. The results further suggest low levels of environmental awareness amongst Phuket hoteliers and that where environmentally sensitive practices have been operationalised, this has been due more to the search for bottom line savings than any internalised believe in the value of any such practice.
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Sanghavi, Punit. "Customer Perceptions of Fairness in Hotel Revenue Management." Thesis, University of North Texas, 2005. https://digital.library.unt.edu/ark:/67531/metadc4934/.
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The purpose of the study was to determine customer perceptions of fairness concerning pricing policies charged by the hotel industry, and to examine how different outcomes in pricing policies affect customer perceptions of fairness. Convenience-Interception survey sampling was used to collect 460 sample data at the Dallas Love Field Airport. After analyzing data, one can infer that when revenue management information was provided, customers are satisfied. Further, age, education, Airline FFP enrolled and redeem miles, and pricing based on marketing channels plays an imperative role in this study.
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Ununger, Folke. "Developing Sustainable Talent Management in the Hotel Industry : Can Sustainable Talent Management lower the turnover rates in hotels?" Thesis, Södertörns högskola, Institutionen för naturvetenskap, miljö och teknik, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-46010.
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The hotel industry is characterized by high staff turnover rates and it seemingly struggles to keep its talented employees. Therefore, the purpose of this study was to identify central factors relevant for the development of Sustainable Talent Management in the hotel industry. To understand why employees in these departments either left or stayed with an organisation four different focus groups were conducted. The four focus groups consisted of 14 participants total who all either were or had been employed in the Swedish hotel industry as recently as three years prior to this study. Another criterion for participation was that they had to have been employed within one of the three departments with the highest annual staff turnover rates in Europe. Front of house, food and beverage or housekeeping. The data from the focus groups were analysed using a thematic analysis. It was concluded that sustainable talent management in the hotel industry should contain instances of retaining and developing talent in an organisation, whilst taking an internal social responsibility for parameters regarding employees’ health and factors that the organisation can control. As well as instilling a sense of purpose for the employees. While also viewing the employee as a form of human capital, valuing them for their knowledge and capabilities whilst also including them as the most important internal stakeholder. All without the intent of financial maximization. The reasons why employees within the stated departments left an organisation was predominantly due to job dissatisfaction with aspects such as a lack of safety through insufficient work-life balance, no clarity in what was expected of the employee and no work autonomy, issues with development including unclear career paths and a lack of advancement opportunities. Why these employees stayed were job satisfaction regarding the same aspects. What also emerged from the results was that the satisfaction of safety and development job aspects would outweigh the monetary aspects of employment. Indicating that loyalty to the organisation had been made through the creation of incentives to stay. If loyalty can be created through incentives to stay, then sustainable talent management actions could possibly lower the turnover rates in the hotel industry.
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Mason, Simon Duncan. "Technology and change in the hotel industry : the case of the hotel receptionist." Thesis, Durham University, 1988. http://etheses.dur.ac.uk/1543/.
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Davidson, Michael Cameron Gordon, and M. Davidson@mailbox gu edu au. "Organisational climate and its influence upon performance: A study of Australian hotels in South East Queensland." Griffith University. School of Marketing and Management, 2000. http://www4.gu.edu.au:8080/adt-root/public/adt-QGU20030102.103647.
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This study gathered data from 14 four to five-star hotels in South-East Queensland, Australia, in an attempt to examine the nature and degree of influence organisational climate has upon the performance of hotels. Employee perception of customer satisfaction was studied both as an index of performance and as an intervening variable between organisational climate and financial performance as indexed by revenue per available room (REVPAR). The data provided a description of a young, relatively gender balanced, well educated and trained work force which received relatively low levels of financial remuneration and displayed very high levels of turnover. A new instrument was used to measure the dimensions of organisational climate across the hotels. This instrument represented a modification of that presented by Ryder and Southey (1990), which itself was a modification of the 145 item psychological climate questionnaire of Jones and James (1979). The instrument represented a subset of 70 items of the Ryder and Southey instrument. Responses to all items within the instrument were on a 7 point anchored scale. Principal components analysis (PCA) produced results consistent with earlier versions of the instrument, which had been reported elsewhere. This analysis described organisational climate within the sample to be composed of 7 underlying dimensions; Leader facilitation and support, Professional and organisational esprit, Conflict and ambiguity, Regulations, organisation and pressure, Job variety, challenge and autonomy, Workgroup co-operation, friendliness and warmth, and Job standards. These dimensions were judged to be consistent with those reported earlier by Jones and James, and by Ryder and Southey. Poor support was found for the first structural model that proposed that employee demographic variables would affect organisational climate and that organisational climate would affect customer satisfaction (although the latter link was quite strong). The most important finding of the study was the support for a second structural model when it was found that variation in the 7 dimensions of organisational climate accounted for 30% of the variation in Employee Perception of Customer Satisfaction. Furthermore, that Employee Perception of Customer Satisfaction accounted for 23% of the variation in REVPAR between the hotels. Possible extensions of this study using direct measures of customer satisfaction and expanding it to include hotels of different star ratings are discussed.
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Hefti, Michelle. "Talent Retention Management in the Indian Hotel Industry." St. Gallen, 2008. http://www.biblio.unisg.ch/org/biblio/edoc.nsf/wwwDisplayIdentifier/02601367002/$FILE/02601367002.pdf.
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Akkaranggoon, Supalak. "Supply chain management practices in the hotel industry." Thesis, University of Exeter, 2010. http://hdl.handle.net/10036/3160.
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This thesis examines hotel food supply chain management practices and hotel food supply chains. The study is informed by qualitative data from 20 hotels of different characteristics. The results show three models of strategic sourcing strategy for affiliated hotels (chef-centred sourcing, centralised sourcing and flexible-centralised sourcing) and two models for independent hotel (chef-centred sourcing, and chef and owner sourcing strategy). Chef-centred sourcing can be a sourcing strategy for any type of hotel regardless of their affiliation; this sourcing strategy, however, is common among small group hotels, independent hotels and high-end hotel restaurants. Group hotels, however, are likely to employ a centralised-sourcing strategy with a degree of flexibility regarding supplier selection at property level. It was found that the higher the level of service, the more flexible the centralised sourcing strategy. These sourcing strategies have a strong, direct effect on how individual hotels source their food and therefore their food supply chain network structures. It is apparent that hotel food sourcing practice is complex and dynamic, and hotel business format is the main factor influencing individual hotel sourcing strategies. Hotel foodservice is characterised by low exploitation of information technology and manual-based supply chain activities with a high level of dependency on head chefs regarding supply chain performance. There is low level of implementation of supply chain initiatives among hotels in this study and the reason for this may be the products and production characteristics which differ from those in the retail sector. Although supplier cooperation and relationships between head chef and suppliers were found, there was an overall low level of collaboration between buyer and supplier. Consumer - ii - usage information was underutilised and under cultivated. Traditional arms-length buyer-seller relationships were commonly found in group hotels at both company level and property level. Overall hotel food SCM practice still displays traditional management characteristics and price-led decisions being apparent. An exception was found in high-end foodservice outlets and some outlets with chef sourcing strategies, where close long-term relationships between chefs and suppliers were found. The originality of this research lies in its attempt to fill a significant gap in hospitality management literature as well as to synthesise literature in the realms of supply chain management and hospitality management.
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Fouejio-Tsobze, Brice. "Energy management in the South African hotel industry." Thesis, Cape Peninsula University of Technology, 2010. http://hdl.handle.net/20.500.11838/2211.
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Thesis (MTech (Electrical Engineering))--Cape Peninsula University of Technology, 2010.In recent years, the South African hotel industry has experienced increasing demand for hotel's services. At the same time, mounting costs of energy affects energy performance and public image. Energy management is a new approach to address those widespread problems. This study aimed to suggest good management practices and develop a "self-help" approach, to reduce the demand and costs of energy for the South Africa hotel industry. This is expected to result in monetary savings and conservation of energy resources. This has been done by conducting survey within seven selected hotels in Cape Town, metropolitan of South Africa. In addition, through the "self-help" guide, approaches to energy management system are also described, showing the ways for hotels to achieve better energy performance. Potentials for savings from good housekeeping are estimated to 10 - 15%. The "self-help" guide is recommended to be improved through implementation in pilot hotels; and the proposal set of benchmarks need to be different for hotels in different provinces of South Africa considering the differences in climate conditions. The result of this study range from presenting the energy conservation awareness, barriers, method of conservation, financial and institution mechanisms, policy measures, status of energy use and propose strategy to develop a "Self-help" guide for energy management in South African Hotel industry. It has been found that energy monitoring has been done in the South African Cape Town hotels. From the total energy consumed by this industry, electricity accounts 80% of it of which air conditioning takes the biggest share (about 50%) and the remaining for Liquefied Petroleum Gas (LPG), diesel and others fuels. In addition, through the "self-help" guide, approaches to energy management system are also described, showing the ways for hotels to achieve better energy performance. Potentials for savings from good housekeeping are estimated to 10 - 15%. The "self-help" guide is recommended to be improved through implementation in pilot hotels; and the proposal set of benchmarks need to be different for hotels in different provinces of South Africa considering the differences in climate conditions.
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Bihar, Hana. "The importance of internship in hotel management: The case study of Esplanade Hotel in Zagreb." Master's thesis, NSBE - UNL, 2014. http://hdl.handle.net/10362/11821.
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A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and EconomicsRecent surveys report an ever greater increase in the importance of internships for students and organizations. This thesis examines this importance of internship both for the students and organizations. Samples of 14 Esplanade Hotel employees were selected for the study. A major finding of this study reported four different benefits from all of the participants individually, as well as two major challenges affecting the importance. This thesis also argues some of the other benefits and challenges found in the prior literature by providing new findings and thus clearly stating how important internships really are for the students and the organizations.
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Riscinto-Kozub, Kristen A. O'Neill Martin. "The effects of service recovery satisfaction on customer loyalty and future behavioral intentions an exploratory study in the luxury hotel industry /." Auburn, Ala, 2008. http://repo.lib.auburn.edu/EtdRoot/2008/SPRING/Nutrition_and_Food_Science/Dissertation/Riscinto-kozub_Kristen_19.pdf.
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Zhou, Yu (Josephine). "Internationalisation of Chinese hotel companies : a case study of Guang Dong (International) Hotel Management Limited." Thesis, University of Strathclyde, 2000. http://oleg.lib.strath.ac.uk:80/R/?func=dbin-jump-full&object_id=21417.
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The rapid growth of the Chinese economy is reflected in the global expansion of Chinese enterprises. While a lot of attention has been devoted to the expansion of foreign owned enterprises in China since 1978, the interest of this study has extended to Chinese owned service firms which are venturing abroad, with a particular focus on a Chinese hotel chain-Guangdong (International) Hotel Management Limited. This research undertakes an exploratory study - based on inductive and evaluative approach - to generate new, analytical insights into the social phenomenon of a Chinese hotel chain's internationalisation. In entering in international hotel marketplace, Mainland Chinese companies face a very competitive environment in which most of the major players have already achieved strong market positions. Based on consideration of theories and analysis of the empirical evidence, this study develops a theoretical framework of the internationalisation of Chinese hotel companies which is linked to the specific characteristics of the country in transition from a centrally-planned economy to a market economy.
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Gualberto, Renato Heneine. "An analysis of the impact of the Priority Club Rewards programme on the Crowne Plaza Auckland Hotel's revenue development performance a thesis is submitted to Auckland University of Technology in partial fulfilment of the requirements for the degree of Master of International Hospitality Management (MIHM), 2007 /." Click here to access this resource online, 2007. http://aut.researchgateway.ac.nz/handle/10292/103.
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Saenyanupap, Sivika. "Hotel manager attitudes toward environmental sustainability practices empirical findings from hotels in Phuket, Thailand." Master's thesis, University of Central Florida, 2011. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/5022.
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Lastly, the study demonstrated that in order for hotels to become more sustainable, support is needed from government or hotel associations to provide education and training for the hotel managers.; This study explored the attitudes of hotel managers in Phuket, Thailand, in an attempt to identify whether their attitudes influence their utilization of environmental sustainability practices. Due to the increasing number of visitors to Phuket, Thailand, the consumption of natural resources has increased in the region, causing serious environmental problems. A sustainable way forward is needed for the tourism industry in the region in order to maintain quality of service while reducing environmental damage. The data analyzed in this study came from self-administered questionnaires that surveyed hotel managers in Phuket, Thailand, with a sample of 243 respondents. Research results revealed three dimensions of hotel manager attitude toward environmental sustainability practices, including operational management, social obligation, and sustainability strategy and policy. Furthermore, three constraints on the implementation of environmental management practices were identified: lack of support, perceived difficulty, and lack of demand. The attitudes of hotel managers regarding specific factors and barriers are also presented in this study. The results of this study show that hotel managers overall possess positive attitudes toward environmental sustainability practices. Finally, the findings reveal that hotel managers' attitudes toward sustainability practices depend on their social demographics, the type of hotel they operate, their degree of ownership of the hotel, whether or not their hotel was affected by the 2004 tsunami, and the year their hotel was built. The results of this study suggest that it is necessary for hotel managers to understand the importance of environmental sustainability practices because this understanding can help motivate them in implementing sustainability practices in their hotels. Furthermore, it can guide hotel managers when deciding which environmental policies are suitable for their hotels.ID: 029810123; System requirements: World Wide Web browser and PDF reader.; Mode of access: World Wide Web.; Thesis (M.S.)--University of Central Florida, 2011.; Includes bibliographical references (p. 110-119).
M.S.
Masters
Rosen College of Hospitality Management
Hospitality and Tourism Management
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Collier, Eric. "Managing disciplinary application in the hotel industry." Thesis, Cape Technikon, 2004. http://hdl.handle.net/20.500.11838/1587.
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Thesis (MTech (Tourism and Hospitality Management)--Cape Technikon, Cape Town, 2004The problem of managing discipline in the hotel industry ranges from senior managers failing to manage discipline correctly, to junior/middle managers having insufficient practical experience and confidence to discipline effectively and justify the decisions they have made. Senior managers therefore lack confidence in junior/middle management's ability to manage discipline. The objective of this study is to provide senior management with simple, workable solutions to manage discipline correctly. This will enable senior management to delegate the management of discipline to junior/middle management correctly; to improve the confidence of junior/middle management in the management of practical discipline; to improve the confidence level of senior management in the ability of junior/middle management to manage discipline; and to .improve the ability of junior/middle management to correctly and confidently justify disciplinary decisions they have made. The study recommends that: senior management should take the lead and initiative to allocate time with junior/middle management to plan how to manage discipline effectively; the success of senior management's performance should be measured by how well junior/middle management achieve the performance competence to formally and practically manage discipline; senior management should provide structured feedback, coaching and counselling to junior/middle management on their performance; and senior management should coach junior/middle management on how to justify disciplinary decisions. The cost of this change, namely, coaching and influencing people, is not monetary, but one of commitment. It is the choice senior management should make. The choice is to want control or to coach, namely, to use power to change or influence change, to compel or develop people to take responsibility and ownership for what they were employed to do.
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Barrington, Melvin Norman. "A validation study of service complexity measures for employees in the hotel/motel front office." Diss., Virginia Polytechnic Institute and State University, 1987. http://hdl.handle.net/10919/74752.
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In spite of the increasing importance of the service industry, it has failed to receive much attention from researchers. This lack of attention is especially true of the hospitality segment of the service industry, and consequently, almost no attention has been paid specifically to hotels and motels.
This study explores the possible reasons for poor or inadequate service by attempting to first identify the important complexity variables of service, and second to evaluate how those variables relate to employee attitudinal reactions to their job.
A total of sixteen job characteristics, theorized to have a positive effect on service complexity, were empirically tested against attitudinal reactions measures. The data was collected from 212 front office employees in 25 different hotels and motels.
This study modified and evaluated an instrument (The Job Diagnostic Survey) that may be used to measure both complexity and attitudinal reaction variables. The modifications included the addition of nine new complexity variables. The results concluded that the modified instrument was internally reliable at an acceptable level for new research, and that there was strong evidence to support content validity and nomological validity measures which tended to favor the original variables over the newly proposed complexity variables.
Implications of this study highlight the fact that there is considerable uncertainty in the measurement of hotel/motel service operations. Therefore, additional research is necessary to more completely define the characteristics of service complexity and then to measure its effects on employee attitudes.Ph. D.
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Lau, Nam-hoi Skovon. "The financial management of hotel operation in Hong Kong /." Hong Kong : University of Hong Kong, 1997. http://sunzi.lib.hku.hk/hkuto/record.jsp?B18837311.
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Kleban, Sofia, and Michaela Silvhagen. "Culture in Service Quality Management at the Ibis hotels : Are cultural backgrounds being considered when working with service quality management in large hotel chains?" Thesis, Södertörns högskola, Institutionen för ekonomi och företagande, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-10889.
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The aim of this thesis is to find out whether or not a guest’s cultural background is being considered when working with service quality management in the Ibis hotels. By doing qualitative interviews with both managers and front-office staff at three different Ibis hotels in the Stockholm area, the thesis analyzes the hotel chain’s way of working with service quality management on several levels of hierarchy within the company. The academic world is just starting to acknowledge the effect of culture on customer’s perceptions on service quality, while the tourism industry is still not paying attention. Our research has shown that the Ibis hotels do not consider the cultural background of their guests when working with service quality management, although they do seem to understand that doing so could help them avoid cultural shocks and lower the risks of service failures.
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Lui, Wai-shan. "Transforming a corporate culture in the service industry case study of a hotel company /." Hong Kong : University of Hong Kong, 1997. http://sunzi.lib.hku.hk/hkuto/record.jsp?B18835958.
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Pine, R. J. "Technology transfer in the hotel industry." Thesis, University of Bradford, 1991. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.317571.
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Wu, Ho Cha. "The impact of environ,mental management practices on the hotel finance performance : A case study of water management on hotel operating costs." Thesis, Oxford Brookes University, 2010. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.530809.
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It appears that environmental issues are becoming a source of competitiveness and that many leading Organisations are realizing the bottom line benefits of implementing environmental management practices (EMPs). Consequently, environment management (EM) is regarded as a component of improving business performance, and implementing EMPs can often provide an opportunity to improve business performance in the hotel industry. However, little evidence shows how to measure and monitor EMPs to improve environmental performance. Although accounting has received considerable attention in the literature as a potential factor with a positive influence on improving environmental performance, there is little evidence regarding the role of accounting in enhancing environmental performance and the lack of empirical research into this link is a key research gap. An exploratory approach via case study is taken, in order to investigate insights into how managers control and monitor EMPs to improve environmental performance in hotel Organisations. Triangulation methods are employed to explore relationships between environmental performance and accounting practices through investigating how relevant accounting information and techniques assist in controlling and monitoring EMPs. The study uses data triangulation, in other words the use of more than one method of data collection (documents, archive records, and semi-structured interviews), to ensure the reliability of results. The findings show that traditional accounting systems offer little in the way of opportunity for facilitating EMPs and improving business performance. This study suggests that the monitoring and measurement of practices could assist managers to continuously improve environmental performance. Most importantly, benchmarking and promoting environmental improvement efforts need to be in alignment with the Organisation's longer-term environmental objectives and business strategy. Moreover, the lack of any accounting technique to quantify the relationship between environmental and financial performance has hindered the ability of management to gain more detailed information with a view to improving business performance. Further to this, without knowledgeable employees, the adoption of environmental management systems (EMS) and monitoring of environmental performance could be expensive and also difficult to sustain in the longer term. Therefore, it is important to seek ways to monitor EMPs and improve business performance. In this study, a framework for monitoring EMPs and benchmarking environmental performance is developed in order to provide detailed information not only for accountants but also for engineers. It is concluded that there is no crucial link between environmental information and accounting systems and this study suggests that Organisations should enforce the interrelation between EMPs and accounting to increase business accountability. Although this study cannot serve as the definitive account of the link between environmental performance and financial performance and may not be generalizable to the hotel industry as a whole - it still represents a useful contribution to the literature because of the practical and theoretical issues it raises regarding the effective implementation of EMPs in specific Organisations, leading from the analysis of one hotel case study to the likely reverberation of such implementation upon Organisational activities.
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Bandalouski, Andrei M. [Verfasser]. "Revenue management models for hotel business / Andrei M. Bandalouski." Siegen : Universitätsbibliothek der Universität Siegen, 2015. http://d-nb.info/1070686514/34.
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Lamminmaki, Dawne, and n/a. "Outsourcing in the Hotel Industry: A Management Accounting Perpective." Griffith University. School of Accounting and Finance, 2003. http://www4.gu.edu.au:8080/adt-root/public/adt-QGU20040920.091600.
Full textAbstract:
The broad objective of this thesis is to develop an understanding of factors affecting outsourcing in the hotel industry and also the role played by management accounting in hotel outsourcing. The thesis draws on transaction cost economics (TCE), agency, contingency, and labour process theories in the context of appraising factors motivating outsourcing. Two empirical phases have been undertaken in the study. The first phase involved a series of interviews with general managers and financial controllers in large South East Queensland hotels. The second phase involved two distinct questionnaire surveys of large Australian hotels. The first was administered to hotel general managers, and the second was administered to hotel financial controllers. Significant findings arising from the study include: 1. In light of the substantial international literature describing hotel outsourcing, it appears that outsourcing in Australian hotels is relatively limited. This appears to be particularly the case with respect to food and beverage related activities. 2. Mixed support is offered for the TCE model. Both the survey and interview data provide some support for TCE's prescription that frequently conducted activities will not tend to be outsourced. Two specific extensions are offered to this aspect of the model, however. Firstly, where activities are conducted to a minimal extent, it can be uneconomic to outsource. Secondly, where large activities are undertaken by a group of organisations, their enhanced purchasing power can result in inexpensive outsourcing arrangements. With respect to TCE's uncertainty proposition, support is offered for the view that the propensity to outsource will be greater where behavioural uncertainty is lower. No support has been offered with respect to environmental uncertainty. The interview data provides some support for TCE's asset specificity proposition, however, minimal support was found in the survey phase. Despite this, the many dimensions of asset specificity (eg. site specificity, human asset specificity, etc) provided a useful checklist of issues to be considered in relation to the outsourcing decision. 3. Negligible support was found for labour process theory (LPT) in the interview phase of the study. In light of this, and the need to narrow the studys focus in the survey phase, LPT was not pursued further. LPT is a difficult construct to operationalise, given the social desirability error that may result. This may partially account for the absence of significant LPT findings in the interview phase. 4. The survey data provides some support for the agency theory view that risky activities will tend to be outsourced. 5. Considerable cross-hotel variation exists in management of, and accounting's involvement in, outsourcing decision making and control systems. Accounting appraisal of outsourcing proposals rarely includes long term oriented, sophisticated techniques such as "net present value". It appears this may be because outsourcing decisions are not conducted in the context of the formal capital budgeting process. 6. High performing hotels and hotels that conduct their outsourcing decisions in the context of a long term outsourcing strategic agenda have more sophisticated outsourcing management systems.
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Yang, Hui-O., and n/a. "Human resource management in the hotel industry in Taiwan." Swinburne University of Technology, 2007. http://adt.lib.swin.edu.au./public/adt-VSWT20070704.091205.
Full textAbstract:
This thesis examines contemporary human resource management (HRM) in the hotel industry in Taiwan. The hotel industry and the effective management of its human resources are of great economic significance for Taiwan, given the government's plans for doubling the number of international arrivals between 2002 and 2008 (Tourism Bureau 2005b). Yet previous research on this topic is scarce, consisting of only four studies, three of them unpublished Master's theses. Access to two of the studies is limited and all four studies have adopted a 'single issue' perspective in their investigation. This study has attempted a broader perspective, inviting exploration in an open-ended way of a range of contemporary issues and concerns. It also offers a literature review intended as a significant contribution in its own right, in its attempt to locate research helpful to the Taiwanese hotel industry.
The specific aims of this study were to explore the way managers in the hotel industry are thinking about what they identify as concerns, the HRM issues and practices they perceive as important in employee management, and the future plans they have for HRM. The data were gathered from the manager which each hotel identified as being best placed to discuss these issues. Findings from this study are presented with interpretation and commentary offered to compare the themes raised in this study with those identified in the literature.
Given the high proportion of quantitative studies in hospitality industry research across the world (Lucas and Deery 2004), a qualitative method is utilised in this research and in-depth interviews were chosen as the main vehicle for data collection. The characteristics of such qualitative research are exploratory and descriptive, creating a data set that is not possible to obtain through written questionnaires and surveys. Twenty-eight hotels were approached and fourteen hotels participated in this research, representing a 50 per cent response rate.
The results suggest that most participating hotels are focused on dealing with the day-to-day operational challenges of shortages of appropriately skilled staff, seasonal variations in workforce demand and employee turnover. While they perceive these issues as significant and challenging, they were mostly inclined to view these as 'facts of life' in the industry, and were relatively limited in their thinking about more fundamental and strategic solutions for dealing with them. However, some hotels are developing more innovative approaches to effectively engaging with these challenges, such as participating in joint-training programs with other hotels; developing long-term relationships with internship students; increasing employee empowerment and using the Balanced Scorecard (Nair 2004; Niven 2006) in performance management.
This study explores some ways in which these practical initiatives could be taken further. It also takes up a key theme which emerged from the interviews, namely the vital importance of developing sound customer service cultures and practices. Some practical ideas are explored to assist in this respect. On the bases of these findings, this study also concludes that human resource managers have a valuable role to play in the executive management teams of hotels. This role needs to be further developed and encouraged. The current and emerging challenges facing the industry demand an approach to HRM which is far more strategic than the traditional focus of personnel administration; instead, HRM has a key role to play in creating and sustaining competitive advantage in organisations.
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Yang, Hui-O. "Human resource management in the hotel industry in Taiwan." Australasian Digital Thesis Program, 2007. http://adt.lib.swin.edu.au/public/adt-VSWT20070704.091205/index.html.
Full textAbstract:
Thesis (DBA) -- Swinburne University of Technology, Australian Graduate School of Entrepreneurship, 2007.Doctor of Business Administration, Australian Graduate School of Entrepreneurship, Swinburne University of Technology, 2007. Typescript. Includes bibliographical references (p. 264-285).
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Lau, Nam-hoi Skovon, and 劉南凱. "The financial management of hotel operation in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1997. http://hub.hku.hk/bib/B31268079.
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Kwong, Hui-lok Anthony, and 鄺栩樂. "Integrated environmental management in the hotel industry in HongKong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2005. http://hub.hku.hk/bib/B45013093.
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Peixoto, Adriano de Lemos Alves. "Management practices, productivity and performance in the hotel industry." Thesis, University of Sheffield, 2008. http://etheses.whiterose.ac.uk/14512/.
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The research reported in this thesis investigates the impact of the effective use of management practices on performance and productivity in the hotel industry, a low skilled, labour intensive service activity, with an especial attention been paid to Human Resources practices. This research was motivated by a need to understand how service sector activities are organised for high-performance, acknowledging its importance to the economy in terms of number of employees and contribution to the GDP. This research stands in the confluence of two distinctive but complementary research traditions: one arising from HRM and the other from productivity studies.
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Hashim, Rahmat. "Stakeholders' expectations of hotel management education : a Malaysian perspective." Thesis, Sheffield Hallam University, 2001. http://shura.shu.ac.uk/19766/.
Full textAbstract:
Development of the tourism industry in Malaysia is a recent phenomenon. Today, the industry is one of the major revenues of the Malaysian economy. As elsewhere, the Malaysian tourism industry is labour intensive; much of its future success depends significantly on the quality of its labour. While industrial growth generally is making great impact on the Malaysian economy, there has been considerable debate about the contribution of Malaysian higher education, including hotel management education. Critics have commented that graduates lack certain basic competences and that higher education providers have not kept up with the times. Educational institutions have been criticised for not developing appropriate competences required by industry, especially for the entry-level management position. At the same time, the current state-of-the-art in the hotel business is becoming more sophisticated and complex in today's robust business environment. This poses additional challenges for hospitality management educators in developing nations. It is widely acknowledge that today's entry-level managers need a diversity of competences in order to meet the demands of the industry. In this respect, an effective hotel management education programme must be able to respond to the demands of the competitive business environment. At the same time, the rapid development of new hotel or hospitality management programmes, not to mention the enrolment figures of existing hotel schools, has led to an increased concern about programme credibility and effectiveness. Educational institutions must respond to the requirements and needs by developing relevant knowledge and competences. This research project proposes that actual needs (based on the Malaysian context) should be investigated and referred to in curriculum planning. These needs should be drawn from relevant key stakeholders based in industry and wider areas of society. The study does not attempt to empirically investigate the pedagogical issues related to curriculum planning or provide a total definition of a curriculum. Nevertheless, the findings of this study do provide a concrete foundation and aspiration for educators to consider when designing hotel management curriculum. However, the issues of learning, teaching and assessment have been incorporated in developing a conceptual curriculum planning model in order to provide a comprehensive view of the planning process. To collect the data, the research project utilised a combined-method approach: mailed questionnaire and semi-structured interview. Factor Analysis was conducted on the data. The analysis reveals that the one hundred and four (104) competence statements were represented by twenty-five (25) factors (loading factor of greater than .40). These factors captured 73.2 per cent of the total variance. Of the twenty-five (25) factors,thirteen (13) factors had a single loading, presumably error factors. However, they were included in the discussion since they provided useful dimensions of this study. These competence statements were further treated by one-way ANOVA to determine the differences among stakeholders. Overall, most of the differences were detected between students and educators and students and industry professionals. Differences between educators and students and educators and industry professionals were also detected, but to a lesser extend. Overall, the results have indicated that even though there are differences in the stakeholders' expectations, there is consensus regarding the central themes of hotel management education. Stakeholders considered personal (self) development and communication as crucial ('soft' domain). At the same time, the results revealed that technical (operation), and functional competences are equally crucial in developing future managers. The outcomes of this study lead to the development a conceptual curriculum planning model for hotel management curriculum relevant to the needs of Malaysia (or elsewhere), as well as in other vocational areas. The model can be applied in the ongoing evaluation of hotel management education programme.
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Denysenko, Mykola, and Svitlana Breus. "Models of hotel corporations management under present business conditions." Thesis, Scientific Center of Innovative Researches OÜ, 2020. https://er.knutd.edu.ua/handle/123456789/17120.
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Lamminmaki, Dawne. "Outsourcing in the Hotel Industry: A Management Accounting Perspective." Thesis, Griffith University, 2003. http://hdl.handle.net/10072/367429.
Full textAbstract:
The broad objective of this thesis is to develop an understanding of factors affecting outsourcing in the hotel industry and also the role played by management accounting in hotel outsourcing. The thesis draws on transaction cost economics (TCE), agency, contingency, and labour process theories in the context of appraising factors motivating outsourcing. Two empirical phases have been undertaken in the study. The first phase involved a series of interviews with general managers and financial controllers in large South East Queensland hotels. The second phase involved two distinct questionnaire surveys of large Australian hotels. The first was administered to hotel general managers, and the second was administered to hotel financial controllers. Significant findings arising from the study include: 1. In light of the substantial international literature describing hotel outsourcing, it appears that outsourcing in Australian hotels is relatively limited. This appears to be particularly the case with respect to food and beverage related activities. 2. Mixed support is offered for the TCE model. Both the survey and interview data provide some support for TCE's prescription that frequently conducted activities will not tend to be outsourced. Two specific extensions are offered to this aspect of the model, however. Firstly, where activities are conducted to a minimal extent, it can be uneconomic to outsource. Secondly, where large activities are undertaken by a group of organisations, their enhanced purchasing power can result in inexpensive outsourcing arrangements. With respect to TCE's uncertainty proposition, support is offered for the view that the propensity to outsource will be greater where behavioural uncertainty is lower. No support has been offered with respect to environmental uncertainty. The interview data provides some support for TCE's asset specificity proposition, however, minimal support was found in the survey phase. Despite this, the many dimensions of asset specificity (eg. site specificity, human asset specificity, etc) provided a useful checklist of issues to be considered in relation to the outsourcing decision. 3. Negligible support was found for labour process theory (LPT) in the interview phase of the study. In light of this, and the need to narrow the study’s focus in the survey phase, LPT was not pursued further. LPT is a difficult construct to operationalise, given the social desirability error that may result. This may partially account for the absence of significant LPT findings in the interview phase. 4. The survey data provides some support for the agency theory view that risky activities will tend to be outsourced. 5. Considerable cross-hotel variation exists in management of, and accounting's involvement in, outsourcing decision making and control systems. Accounting appraisal of outsourcing proposals rarely includes long term oriented, sophisticated techniques such as "net present value". It appears this may be because outsourcing decisions are not conducted in the context of the formal capital budgeting process. 6. High performing hotels and hotels that conduct their outsourcing decisions in the context of a long term outsourcing strategic agenda have more sophisticated outsourcing management systems.Thesis (PhD Doctorate)
Doctor of Philosophy (PhD)
School of Accounting and Finance
Faculty of Commerce and Management
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Dalcastagnè, Manuel. "Noise and Hotel Revenue Management in Simulation-based Optimization." Doctoral thesis, Università degli studi di Trento, 2021. http://hdl.handle.net/11572/319438.
Full textAbstract:
Several exact and approximate dynamic programming formulations have already been proposed to solve hotel revenue management (RM) problems. To obtain tractable solutions, these methods are often bound by simplifying assumptions which prevent their application on large and dynamic complex systems. This dissertation introduces HotelSimu, a flexible simulation-based optimization approach for hotel RM, and investigates possible approaches to increase the efficiency of black-box optimization methods in the presence of noise. In fact, HotelSimu employs black-box optimization and stochastic simulation to find the dynamic pricing policy which is expected to maximize the revenue of a given hotel in a certain period of time. However, the simulation output is noisy and different solutions should be compared in a statistically significant manner. Various black-box heuristics based on variations of random local search are investigated and integrated with statistical analysis techniques in order to manage efficiently the optimization budget.
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Dalcastagnè, Manuel. "Noise and Hotel Revenue Management in Simulation-based Optimization." Doctoral thesis, Università degli studi di Trento, 2021. http://hdl.handle.net/11572/319438.
Full textAbstract:
Several exact and approximate dynamic programming formulations have already been proposed to solve hotel revenue management (RM) problems. To obtain tractable solutions, these methods are often bound by simplifying assumptions which prevent their application on large and dynamic complex systems. This dissertation introduces HotelSimu, a flexible simulation-based optimization approach for hotel RM, and investigates possible approaches to increase the efficiency of black-box optimization methods in the presence of noise. In fact, HotelSimu employs black-box optimization and stochastic simulation to find the dynamic pricing policy which is expected to maximize the revenue of a given hotel in a certain period of time. However, the simulation output is noisy and different solutions should be compared in a statistically significant manner. Various black-box heuristics based on variations of random local search are investigated and integrated with statistical analysis techniques in order to manage efficiently the optimization budget.
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Chu, Cheok Mei. "Customer loyalty in the hotel industry." Thesis, University of Macau, 2003. http://umaclib3.umac.mo/record=b1636644.
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Barbosa-McCoy, Vanessa Lizzette. "Hotel Managers' Motivational Strategies for Enhancing Employee Performance." ScholarWorks, 2016. https://scholarworks.waldenu.edu/dissertations/2064.
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More than 600,000 employees depart the hospitality industry for a variety of reasons such as lack of motivational strategies (MS) of hotel general managers (GMs). The purpose of this multiple case study using census sampling was to explore what MS hotel GMs used to enhance employee performance. The 3 GMs of 3 full-service branded hotels with a guest capacity of 160-699 were randomly selected in South Florida. Data were collected from face-to-face interviews with the hotel GMs, employee performance evaluations, and results of guest and employee satisfaction surveys from the hotel GMs. Data analysis involved methodological triangulation to determine how motivation was captured and measured using interpreted data, verification through the member-checking process, and coding techniques such as mind mapping to identify reoccurring codes and categories. Through thematic analysis, 4 major themes emerged: workplace motivation, job satisfaction, positive performance, and social expectation. Findings from the 4 themes revealed that recognition and guest satisfaction unveiled a positive effect on employee performances and that motivation through community engagement gave employees reasons to perform well. The effectiveness of MS on employee performance was conceptualized by the expectancy theory to determine motivational triggers and the behavior engineering model to determine which MS led to improved performance. Social implications include encouraging hotel GMs to adjust and develop motivational strategies that engage employees to improve the employee-customer relationship and to increase community involvement which may promote positive social change.
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sintala, suraj kumar. "Information And Communication Technology in Hotel Industry." Kent State University / OhioLINK, 2019. http://rave.ohiolink.edu/etdc/view?acc_num=kent1554496660762962.
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Alhelalat, Jebril A. M. "Electronic relationship value management in the hotel industry : an empirical examination of classified hotels in Petra, Jordan." Thesis, Manchester Metropolitan University, 2010. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.508013.
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Holubec, Jakub. "Využití revenue managementu v ubytovacích zařízeních." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-136279.
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This diploma thesis discusses Revenue management as an operational approach to revenue maximization in the hotel industry. The main objective of this thesis is to assess Revenue management approaches of two Prague hotels based on the comparison with academic theory in the hotel industry. The opening part is focused on prerequisites and tools used in Revenue management. Further, new approaches are introduced as well as current trends that have emerged in the recent time. The closing chapter analyses Revenue management of the selected hotels, including technologies, segmentation, pricing and rate management, demand forecasting, distribution, ancillary revenue streams and more. Finally, each Revenue management approach is subjectively confronted and assessed.
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Lauberová, Veronika. "Řízení 4* hotelu v Katalánsku." Master's thesis, Vysoká škola ekonomická v Praze, 2014. http://www.nusl.cz/ntk/nusl-206875.
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This thesis focuses on the management of the four-star hotel in Catalonia, Spain. It mostly analyses marketing management and revenue management indicators. The main objective of the thesis is to find out the problems in management procedure and suggest measures and solutions that could repair the economic damage the business has suffered, with the objective of being profitable. The first part provides a theoretical point of view of the hotel management. The second part is a comparative of the Spanish, and more specific, Catalonian tourism and hospitality industry market, giving also specific characteristics of the hotel. The practical part contains the analyses of the hotel management indicators, the marketing mix and the situation on the local market. The final chapter shows de outcomes of the analysis and contains recommendations to improve the actual management.