Artykuły w czasopismach na temat „Hotel management”
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Cerović, Zdenko. "Management hotelskog domaćinstva". Tourism and hospitality management 1, nr 1 (15.05.1995): 95–104. http://dx.doi.org/10.20867/thm.1.1.9.
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Hotelske usluge sastavljene su od skupa raznih usluga u hotelu, ali se mogu razvrstati u osnovne i sporedne usluge. Osnova izbora i dolaska gosta u hotel je hotelska soba. Soba u hotelu je drugi dom gosta, a hotelskom managementu ostvaruje 40 posto ukupnog prihoda. Uređena i privlačna soba postaje prvi zadatak managementa hotela, u određivanju kvalitete hotelske sobe ključnu ulogu ima hotelska domaćica koja se po svojim funkcijama i zadacima svrstava u srednji hotelski management. Domaćica hotela osnovni je čimbenik uspješnog poslovanja hotela i ostvarenja želje gosta da dobije privlačnu sobu, za koju će platiti upravo onoliko koliko ona stvarno i vrijedi na tržištu.
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Karamarko, Nikola. "KNOWLEDGE MANAGEMENT AS A NEW MANAGERIAL PARADIGM∗". Tourism and hospitality management 15, nr 1 (2009): 117–28. http://dx.doi.org/10.20867/thm.15.1.11.
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Knowledge management research in Croatian hotels shows that it has become a new pattern of management, but only in cases of managements that handle the hotel product that is a brand (a protected hotel product with a trademark). Knowledge management as the property of a hotel organization entails the management of a series of processes associated with knowledge, such as: the advancement of the organization's knowledge, protecting the organization's knowledge, utilizing knowledge and sharing knowledge among everyone in the organization. Although the percentage of branded hotels in Croatia has significantly increased, from 2% in 2003 to 5% in 2007, the number of unbranded hotels still remains very high and adds up to 499 hotels. These are mainly hotels that still fall short of wholly using their knowledge and experience (know-how) as a license or franchise of the hotel product with a brand.
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Yusuf, Muhammad. "Determinant Factors in Management of Sharia-Based Hotels in Makassar City". PINISI Discretion Review 6, nr 1 (22.12.2022): 155. http://dx.doi.org/10.26858/pdr.v6i1.41595.
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This study aims to determine the determinants of sharia-based hotel management in Makassar City. This study used a qualitative approach with a descriptive research type. The data sources in this study are hotels in the city of Makassar that have implemented sharia. The hotels in question are: (1) Al Badar Hotel, (2) Pesonna Hotel Makassar, and (3) JL Star Hotel. The subjects of this study are the managers including: (1) managers/managers and (2) hotel employees. While the research informants were (1) hotel visitors, and (2) the Indonesian Ulema Council (MUI) of South Sulawesi Province. The results of the study reveal that sharia-based hotel management in Makassar has not been fully implemented as a pure sharia-based hotel, only carrying out and running hotels with the concept of sharia-based hotels from the name side. So it can be said that de jure cannot be said to be a sharia-based hotel. Meanwhile, in terms of implementing sharia-based hotels in the city of Makassar, the determining factor is the strong will of managers to implement the concept of sharia-based hotels. Therefore, sharia-based hotel management as required by the DSN-MUI Fatwa No. 108 of 2016, the most important thing as an absolute requirement is that the preparation of the hotel organizational structure must be carried out immediately by incorporating the "Sharia Council" element into the organizational structure.
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Berdiev, Zhasur. "MODERN HOTEL MANAGEMENT STYLES". INNOVATIONS IN ECONOMY 4, nr 1 (30.01.2021): 84–94. http://dx.doi.org/10.26739/2181-9491-2021-1-12.
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The article examines the modern style of hotel management, as well as the significant growth in the role of modern management in hotels, as in any other business. Based on the experience of foreign countries, the experience of enhancing the role of modern hotel management has been studied.The purpose of the study is to form a unified system for improving modern hotel management with the aim of further developing the developing tourism industry in the country and to give recommendations for its practical application.Scientific novelty of the research:1. Formation of diagnostics of corporate culture (collection, interpretation and analysis of collected data).2. To study existing values, norms and rules in the regions and apply them in hotel management.3. Further increase and strengthening of the role of managers in hotel management.4. Development of the main features of the method of managing the development of hotel activities.Keywords: hotel management,
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Basera, Vitalis, i Judy Mwenje. "Factors Affecting the Adoption of Quality Management Systems in Zimbabwean Hotels". April 2021, Volume 10(2) (30.04.2021): 776–95. http://dx.doi.org/10.46222/ajhtl.19970820-132.
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This paper aims at highlighting factors contributing to late adoption of quality management systems (QMS) in the Zimbabwe hotel industry. The research answered questions on: What are the internal factors affecting adoption of QMS in hotels; What are the external factors affecting adoption of QMS in the hotels. Hotel managers and key stakeholders in the hotel industry were interviewed to get data. Focus group discussions was used to get data from hotel staff members. Directed content analysis was used to analyse data. Some of the internal factors affecting adoption of QMS in the hotel industry in Zimbabwe identified are high staff and management turnover, absence of specialised quality function, poor remuneration of hotel employees and lack of financial resources. While some of the external factors identified are high taxes and licensing fees, industry over regulation, hyperinflation, and poor industry supporting infrastructure. The study recommended for creation of hotel industry stakeholder platform to enhance adoption of QMS in the hotel industry looking at how best to ease the identified factors. There is need for a review of hotel industry operating environment from regulator perspective so as to ease the operating environment which can improve the hotels sustainability.
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Nino Ositashvili, Nino Ositashvili, i Nana Nadareishvili Nana Nadareishvili. "The Role of Benchmarking in Hotel Management Improvement". Economics 104, nr 3-5 (22.06.2021): 166–75. http://dx.doi.org/10.36962/104/3-5/202101166.
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Hospitality is the most sensitive business in the world. Any small change in the country has an immediate impact on this industry. However, it should also be noted that this area also has the ability to recover quickly (coming out of various crises). The world practice of successful hotel operation has shown that the presence of benchmarking companies in developed countries has brought good results to various enterprises. Since the hotel industry in Georgia is not yet developed to a level that meets international standards, it would be a good idea to create the regional hotel associations, to invite experts who provide benchmarking with their consulting activities and services. This means that the high-ranking experts will be invited to select the most important indicators for the analysis. Creating a service standard framework will help the hotel industry to improve the quality of a service. Why is the knowledge of benchmarking tools important for hotels? Using benchmarking tools helps: 1. Investors to determine a range of investment in the construction of a hotel based on the tariffs and occupancy in the market. What will the hotel room cost based on the investment and how long will it take to get the investment back? 2. Revenue management increase revenue; the best example of this is the benchmarking operations provided by the hotel chain Ritz Carton. 3. Hotels to have more satisfied customers. This means if the hotel rating is higher than that of other hotels, more customers are attracted. 4. To increase the qualification of hotel staff and to increase their motivation. This will improve the quality of the work done by them. 5. To save money on experiments; By using the best experience and offering your own option, the hotel will raise its awareness and increase its popularity. Keywords: Benchmarking, Competition, Management, Hotel Services, Hospitality.
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Scholz, Petr, Lenka Červová, Petr Janeček i Ivica Linderová. "GREEN MANAGEMENT IMPLEMENTATION: A CASE OF THE BULGARIAN HOTEL MARKET". E+M Ekonomie a Management 25, nr 1 (marzec 2022): 177–94. http://dx.doi.org/10.15240/tul/001/2022-1-011.
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This research article focuses on the ecological operation of accommodation services in Bulgaria. The aim of this article is to evaluate the application of various green management elements and measures in selected hotels in Bulgaria, namely in the cities of Sofia and Varna. The research will pay attention to the implementation of individual green measures in hotel operations as well as a comparison between hotel categories and hotels in the two cities in terms of the application of green measures. Running an environmentally friendly hotel can have several positive effects. It significantly manifests itself in the area of marketing – it creates an image, has an effect on current and prospective guests, and defines the positioning of the hotel. It also impacts the economic and operational aspects, with ecological elements having the potential to reduce hotels’ operating costs. The societal impact of running hotels in an environmentally friendly fashion lies in resource conservation and ensuring environmental sustainability. This research was carried out using mixed research methods, combining semi-structured interviews with hotel management staff in Varna (n = 90) and Sofia (n = 96). The total sample of participating hotels represented 81.6% of hotels in the two cities. The interviews were complemented with a questionnaire survey, which focused on the application of environmentally friendly solutions in hotel operations. In the data analysis stage, the methods of correspondence analysis, the ANOVA test and the Kruskal-Wallis test were used. The results suggest that the higher the hotel category, the stronger the trend to use environmentally friendly methods in running hotels. The research also found that there were differences between the level at which green measures were applied in hotel operations in the two cities. The research results are applicable in practice by national professional associations that support resource conservation and thus affect the entire hospitality industry.
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Lee, HyeRyeon, Tun-Min (Catherine) Jai i Xu Li. "Guests’ perceptions of green hotel practices and management responses on TripAdvisor". Journal of Hospitality and Tourism Technology 7, nr 2 (3.05.2016): 182–99. http://dx.doi.org/10.1108/jhtt-10-2015-0038.
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Purpose The purposes of this study are to identify how hotel guests perceive green practices and to explore how hotels effectively inform customers of their green practices through social media such as TripAdvisor. Design/methodology/approach To examine hotel guests’ awareness of green practices through social media, this research investigated guests’ comments about green practices and management responses on TripAdvisor using content analysis. Findings The results indicated that most guests respond positively toward green practices when they can recognize them, e.g. reducing energy usage or water saving. However, lack of awareness about hotels’ green practices can cause guests to feel inconvenienced during their stays. Moreover, the study found that only a few hotel managements provide feedback on guests’ negative comments on TripAdvisor to inform them about the hotels’ green practices. Research limitations/implications This research is limited to analyzing only the top ten green hotels in the USA ranked by TripAdvisor. A study of more hotel cases with green practice standards, which could be adjusted to involve the use of different service levels such as luxury, upscale or economy hotels, may provide more insights into this discussion. Originality/value This research presents an exploratory intent to probe guests’ comments and management responses about green practices in the US lodging industry. The results provide empirical evidence of hotel guests’ perceptions of green practices as posted on social media. Moreover, management can use social media feedback as an educational tool and as effective advertisement, which in turn may reduce the negative perception of hotel green programs.
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Pitt, Michael, Dominique Cannavina, Raha Sulaiman, Norhayati Mahyuddin i Cenlang Wu. "Hotel maintenance management in Sanya, China". Journal of Facilities Management 14, nr 4 (5.09.2016): 304–14. http://dx.doi.org/10.1108/jfm-12-2015-0034.
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Purpose To optimize hotel maintenance works, planned and reactive techniques are required which efficiently and effectively engage with the commercial and regulatory requirements of hotel operators and maintenance managers. The purposes of this study are to identify the constraints and challenges of hotel maintenance from the viewpoints of key stakeholders and to determine the strategies and processes employed in maintenance to overcome them. Design/methodology/approach The study focuses on five and four star hotels in Sanya of the Hainan Province. Eight face-to-face interviews were conducted in conjunction with 50 questionnaires, which were distributed to senior hotel operators and maintenance managers. Findings Maintenance management strategies are collaborative, with input from multiple stakeholders. Partial outsourcing is extremely common, being employed as a way of lowering operating costs and saving time while also meeting governmental statutory and regulatory requirements for some mechanical and electrical services. Availability of skilled workers, types of systems being serviced and the availability of specialist materials and tools were all found to influence the viability and effectiveness of in-house maintenance as discrete from outsourced maintenance. In reality, the challenges can include a lack of labor training and relatively lower quality of materials or energy efficiency requirements, especially in Sanya’s hotel industry. Originality/value The aim of this research was primarily focused on identifying the present maintenance statuses and strategies in hotels while determining the factors which result in a favorable bias toward a successful hotel maintenance management. Factors that affect hotel operators’ and maintenance managers’ decisions were identified and their influences quantified. The difficulties faced by hotels in implementing maintenance strategies were ratiocinated and stated to investigate those issues more deeply.
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Meteab Al Matrood, Mejbel Isheer, Ali Haneen Qasim Hasan i Habeeb Mraweh Naser Al-Yasir. "THE ROLE OF KNOWLEDGE MANAGEMENT IN THE DEVELOPMENT OF MARKETING MANAGEMENT". International Journal of Transformations in Business Management 12, nr 03 (2022): 55–68. http://dx.doi.org/10.37648/ijtbm.v12i03.003.
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The purpose of this study is to determine the relationship between knowledge management and an organization's marketing perspective and the growth of competitiveness in the service sector (Hotel) in 83 hotels in three Baghdad security districts, Iraq. The type of research is non-experimental, observational, cross-sectional, retrospective and descriptive. The Design is TransactionalCorrelational. Regarding Knowledge Management, 63.9% considered the perception level of the hotel company manager as high, followed by very high with 25.3% and 10.8% as low. Regarding Internal Marketing, 63.9% considered the perception level of the hotel company manager as high, followed by very high with 25.3% and 10.8% as low. Regarding Competitive Advantages, 68.7% considered the perception level of the hotel company manager as high, followed by very high with 22.9% and 8.4% as low. Of the 83 samples, 45% are public limited companies or sole proprietorships, followed by 11% from hotel companies with limited liability. At a 95% confidence level, knowledge management and internal marketing orientation are significantly related to developing competitive advantages in the hotel sector of three Baghdad security districts. The value of Sig. is 0.000
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Basera, Vitalis, i Judy Mwenje. "Stakeholders’ Awareness of Quality and Quality Management Systems in Zimbabwean Hotels". April 2021, Volume 10(2) (30.04.2021): 682–97. http://dx.doi.org/10.46222/ajhtl.19770720-126.
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The aim of the study was to investigate the stakeholder’s awareness of quality and quality management systems (QMS) in the Zimbabwe hotel industry. This study sought to investigate the stakeholder’s awareness of quality and quality management systems (QMS) in the Zimbabwe hotel industry by (1) establishing the definition of quality, (2) exposing dimension of service quality, (3) identifying how customer satisfaction is measured and (4) identifying quality management systems and quality philosophy used in hotels. Appreciation of quality and QMS in the hotel industry can assist stakeholders to employ holistic measures to improve adoption of quality management systems in hotels and improve the operations of the hotels. The study followed a multi case study approach, with 9 hotels from Harare chosen purposively to represent the hotel industry in Zimbabwe. Managers and key stakeholders were interviewed and focus group interviews were conducted. Key questions on quality definition, dimensions of service quality and customer satisfaction measurement were asked and the data was analysed using thematic analysis -directed content analysis. The results showed that stakeholder in the hotel industry are very much aware of QMS, though in abstract. There is greater awareness of quality and QMS among group chain hotels than in independent hotels. There is need to upgrade on quality training in the hotel industry from collaborative perspective so that the stakeholders appreciate quality and QMS fully so that the industry remains competitive.
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Kulak, Nataliia V. "COMPETITIVE ADVANTAGES OF MODERN FORMS OF MANAGEMENT BY A HOTEL BUSINESS". Management 28, nr 2 (29.03.2019): 108–18. http://dx.doi.org/10.30857/2415-3206.2018.2.9.
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Introduction and purpose of the study. Recently, the issue of increasing the efficiency of the functioning of hotel business establishments due to the application of competitive advantages becomes of paramount importance.It is well-known that in the conditions of an integrated approach to the creation and use of competitive advantages, an enterprise is able to prevail in the demand market. Practical experience of the domestic hotel industry shows that some forms of organization of hotel activities for the domestic hotel industry are new, which creates the need to explore the features of modern forms of management of hotel enterprises in the system of competitive advantages.The hypothesis of scientific research. It is assumed that the processes of globalization and integration necessitate the formation of new forms of organization of hotel activity of the domestic hotel industry in order to improve the form of management of hotel business.The purpose is to determine the essence and content of modern forms of hotel business management in the context of the concept of competitive advantage.Methods of research: general scientific methods of analysis, synthesis, comparison, systematization and generalization.Results: modern forms of organization of hotel business management, which are used by leading specialists of the hotel industry sphere, reveal the peculiarities of their activity, the strengths and weaknesses of such forms of organizing management of hotel industry enterprises as independent hotels, voluntary associations of hotels and hotel chains.
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Pratiwi, Mutia Rizky, Fithri Selva Jumeilah i Fathiyah Noprian. "Sistem Informasi Customer Relationship Management Pada Hotel Grand Malaka Ethical Palembang Berbasis Web". Journal of Information Technology Ampera 1, nr 2 (1.08.2020): 61–74. http://dx.doi.org/10.51519/journalita.volume1.isssue2.year2020.page61-74.
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Grand Malaka Ethical is a sharia hotel located in Palembang City with a three-star classification, located on Jalan Malaka II No.5. With the rapid development of technology today, many hotel booking applications that provide star-rated hotels with cheap and good prices make Hotel Grand Malaka must compete with other hotels in order not to be left behind. Grand Malaka Ethical Hotel still uses minimal applications and recently hotel visitors continue to decline. This study aims to create a web-based Customer Relationship Management Information System using the Prototype system development method. This research has produced a Web-based Customer Relationship Management Information System at the Grand Malaka Ethical Palembang Hotel that has been tested and will be implemented by the hotel in 2021.
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POPSA, Roxana Elena. "CONCEPTUALIZING BUSINESS MODELS OF INTERNATIONAL HOTEL CHAINS". Revista Economica 73, nr 2 (1.05.2021): 89–97. http://dx.doi.org/10.56043/reveco-2021-0017.
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Globally, hotel chains are emerging as major players in the hotel industry, and their expansion policy includes along with the construction of new hotels, acquisitions, mergers, also business models based on management and franchise contracts. The paper investigates various aspects of the international hotel chains, such as the proportion of franchised hotels, those based on management contract and owned in North America and Europe, but also the proportion of franchised hotels by hotel chain. The aim is to provide an overview on the business models of international hotel chains.
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Shi, Zengye. "Study on Food Quality and Safety Management Based on Hotel Management". Acta Universitatis Cibiniensis. Series E: Food Technology 21, nr 2 (1.12.2017): 91–96. http://dx.doi.org/10.1515/aucft-2017-0019.
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AbstractIn recent years, with the frequent occurrence of food safety problems, people have begun to pay attention to food safety, especially the food safety of hotels. This paper proposed a Hazard Analysis and Critical Control Point (HACCP) management system to analyze food safety issues of hotels in order to improve the food quality and safety in hotel management. Through the practical application of the HACCP management system in the hotel catering industry, it was found that the amount of bacteria greatly reduced and the pass rate of tableware disinfection increased significantly in the hotel's food processing links, while customer satisfaction greatly improved. Therefore, the HACCP management system had great applicability in improving the food quality and safety of hotels.
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Perez-Aranda, Javier, María Vallespín i Sebastian Molinillo. "Hotels’ online reputation management: benefits perceived by managers". International Journal of Contemporary Hospitality Management 31, nr 2 (11.02.2019): 615–32. http://dx.doi.org/10.1108/ijchm-07-2017-0460.
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PurposeThis study aims to develop a measurement model to help hotels manage their reputation within the context of online reviews and ratings platforms and evaluate the impact of this reputation management on the benefits derived by the hotels, as perceived by their managers.Design/methodology/approachPartial least squares was used to assess the model and make a causal predictive analysis, using data from a survey of a random sample of 335 Spanish hotel managers and personnel involved in reputation management.FindingsThis study shows the operationalization of hotel reputation management as a superordinate second-order construct affecting six individual first-order dimensions, strongly impacting on three key benefits as perceived by hotel managers (i.e. financial benefits, customer relationship benefits and customer-based brand benefits), within the context of online review platforms.Practical implicationsBased on the results of this study, hotel managers can improve the effectiveness of their management of ratings and reviews. They can also learn which aspects they should focus on when managing ratings and reviews.Originality/valueBased on the opinions of hotel managers, a causal model for managing online reviews was developed and validated. This study shows how reputation management affects the benefits derived by hotels as perceived by their managers.
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Mariska, Mita, Yuke Ardhiati i Yusuf Affendi Djalari. "HOTEL UNIK BERKRITERIA KHUSUS STUDI KASUS HOTEL AMANJIWO". Jurnal Dimensi Seni Rupa dan Desain 11, nr 1 (1.02.2014): 101–16. http://dx.doi.org/10.25105/dim.v11i1.427.
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AbstractThe ever-increasing level of competition in the hospitality world of has given birth to a new type of hotel, one that cannot be simply classified using the exiting star rating system. Such hotels are not considered as facilitating as most hotels, but they are designed neatly, each with a theme that correspondens to the local genius. These hotel are often called " themed hotels'. One such hotel is the Amnjiwo Hotel, which incopporates the design of the Borobudur Temple Abstrak semakin tingginya persaingan di dunia perhotelan telah melahirkan suatu jenis hotel baru yang tidak dapat dimasukkan ke dalam klasifikasi hotel berdasarkan tingkatan bintang. Fasilitasnya tidak terlalu lengkap, namun memiliki desain yang apik dan temanya sangat terpenagruholeh genius loci tempat hotel itu berada, sehingga dalam penulisan ini hotel tersebut dinamai dengan istilah 'hotel bertema'
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Mujib, Abdul. "Sharia Hotel Marketing Management: Case Study at Sofyan Grand Kalimas Hotel and Namira Hotel in Surabaya, East Java, Indonesia". Asian Journal of Advanced Research and Reports 17, nr 12 (7.12.2023): 102–7. http://dx.doi.org/10.9734/ajarr/2023/v17i12589.
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Currently, the halal tourism business through sharia hotels is increasingly vibrant in the era of globalization in line with the large demand for domestic and foreign halal tourism markets. Islamic marketing is an important part in developing the halal industry in the hotel sector, in addition to sharia compliance in sharia hotels. The purpose of this research is to analyze sharia hotel marketing management: case studies at the Sofyan Grand Kalimas Hotel and Namira Hotel in Surabaya, East Java, Indonesia. This research uses a case study approach with a descriptive qualitative research type. The research results show that sharia hotel marketing management instills religious values by emphasizing norms, attitudes and behavior by applying Islamic principles, Islamic practices, Islamic rules and Islamic beliefs, both internal and external management. Internal marketing as a differentiator from conventional hotels adds the variable Islamic atmosphere and externally adds Islamic brotherhood. Then, to improve marketing, hotel management must build relationships and collaborate with stakeholders, including the government, institutions, Islamic mass organizations which are marketing targets.
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Yudianto, Firman, Teguh Herlambang, Mohamad Yusak Anshori, Mukhtar Adinugroho i Afib Rulyansah. "Sosialisasi Perhitungan Numerik Terkait Forecasting Pengunjung Hotel (Studi di Hotel Primebiz Surabaya)". Indonesia Berdaya 4, nr 3 (6.04.2023): 989–96. http://dx.doi.org/10.47679/ib.2023511.
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The huge increase in the number of hotels has led to stiff competition. In the past, competition generally emphasized the quality of hotel services and facilities, but now it is also necessary to improve the ability to manage hotels efficiently. The Covid pandemic has forced hotel management to think and work hard to increase revenue and reduce costs without reducing the quality of service to guests who stay overnight. Hotels that are managed efficiently will be able to win the competition. Therefore, making forecast models and accurate estimates will help hotel managers manage hotels effectively and efficiently, so it is necessary to develop software for forecasting and estimation systems. In this community service activity, we synergize management knowledge with mathematics so that it can be used more easily, accurately, effectively and efficiently in hotel management. In this activity socialization of simulations or numerical calculations related to hotel visitor forecasting is carried out.
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Megasari, Cesaria, i Azzachra Fitri Afianti. "THE ROLE OF HUMAN RESOURCE DEVELOPMENT THROUGH TRAINING AND DEVELOPMENT IN SUPPORTING HOTEL MANAGEMENT (CASE STUDY OF THE GRAND ROYAL HOTEL PANGHEGAR BANDUNG)". Jurnal Manajemen Pelayanan Hotel 6, nr 2 (31.12.2022): 334. http://dx.doi.org/10.37484/jmph.060204.
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Development in human resources cannot be separated from standardization for hotels, this is due to the determination of hotel star ratings or hotel standards which will cover three aspects: product, service, and management. In terms of management to ensure service delivery, one of the indicators is human resources. For hotels, this competency will certainly be very important, especially for five-star hotels, the competence itself is basically part of the concept in human resource development efforts. The development of good human resources will also of course go through several strategic steps contained in a business plan. The management and implementation of Banghegar Royal Hotel, especially in the aspect of human resource development, is not smooth, development in human resources is carried out through internal education and training, and employees are sent to group institutions for education that are owned by the hotel. Keywords: HR Development, Management, Hotel Management
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Wildan, Muhammad, i Safitri Juanita. "Implementasi Electronic Customer Relationship Management pada Aplikasi Layanan Pelanggan Hotel". Infotekmesin 13, nr 1 (22.01.2022): 144–50. http://dx.doi.org/10.35970/infotekmesin.v13i1.1045.
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The interest of hotel visitors has decreased since the Covid-19 pandemic. So it is recommended that hotels implement Customer Relationship Management (CRM) which has three stages: getting new customers (Acquire), improving customer relationships (Enhance), and retaining customers (Retain). However, hotels currently do not have practical service applications that help to maintain the relationship between hotel management and consumers, so it requires research that implements E-CRM by designing a prototype of web-based Hotel customer service applications. This study aims to standardize hotel customer service applications that implement E-CRM. It uses qualitative research methods by applying the prototype system development method. The research contribution is to make an E-CRM prototype in a hotel customer service application with several features such as complaints, testimonials, promotions, and point redemption. Based on experiments and testing from a user using UAT and interview, the implementation of E-CRM using a prototype of web-based Hotel customer service applications helps the staff to find customer complaints. The promotion feature helps staff add promotional information that appears on the website's front page. Hotel customers can use the feedback feature in complaints, testimonials and redeem points exchange with prizes. In future research, sentiment analysis on hotel customer reviews using a classification algorithm can be carried out.
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SRIVASTAVA, Sanjiv Kumar, Bibhas CHANDRA i Anand Prasad SINHA. "Effectiveness of Knowledge Management on Customer Relationship Management in Hotel Business Performance". Journal of Environmental Management and Tourism 9, nr 6 (4.02.2019): 1277. http://dx.doi.org/10.14505//jemt.9.6(30).17.
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Knowledge Management (KM) and Customer Relationship Management (CRM) have become indispensable strategic tool for the Hotel sector to gain competitive edge in the marketing environment. Hotels sustain and survive by exploiting customer knowledge for creating relationship to improve customer satisfaction, loyalty and thus, leading to better business performance. Hotel industries heavily rely on effective relationship management and CRM essentially depends upon effective and efficient utilization of knowledge resource. Therefore, effectiveness of customer relationship management depends upon effectiveness of Integration of knowledge management process with CRM process. Hotel managers are quick to realise the importance of CRM based marketing strategy to sustain and gain edge over the competitors. The paper presents a review study of literature regarding effectiveness of KM and CRM on hotel business performance with a proposal of an integrated conceptual framework between KM and CRM process.
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Zhukov, V. A., i A. D. Chudnovskii. "Formation of the hotel business model based on the network management form". Vestnik Universiteta, nr 3 (12.04.2019): 54–60. http://dx.doi.org/10.26425/1816-4277-2019-3-54-60.
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The competitive advantages, acquired by hotels using the network form of business organization, have been highlighted. Based on the analysis of the diverse opinions of specialists, the concept of a «hotel chain» has been clarified. Тhe difference between the concepts of «hotel chain» and «hotel brand» has been shown. The features of the formation of hotel chains in Russia have been emphasized. A management contract and its components, that require agreement between the hotel operator and the owner of an independent hotel, have been considered. The prospectivity for an independent hotel to conclude with a hotel operator of a franchise agreement with a view to joining the network has been shown. The data on the amount of franchisee contributions to franchisor from various hotel operators for certain hotel brands in 2018 have been presented.
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Cheong, Fan, i Young-Hee Lee. "Developing an Environmental Management System for Evaluating Green Casino Hotels". Sustainability 13, nr 14 (13.07.2021): 7825. http://dx.doi.org/10.3390/su13147825.
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In the field of tourism, casino hotels consume considerable energy and water resources. They differ from general hotels due to their specific features; consequently, the environmental practices of casino hotels differ from those of general hotels. Thus, the application of a general hotel’s environmental management system (EMS) to a casino hotel is not suitable. To this end, in this study we developed an EMS for green casino hotels in Macau. We selected the casino hotel EMS indicators from ISO 14000 and nine representative green hotel evaluation systems. We additionally employed the Delphi method to determine the preliminary EMS evaluation framework. Based on our findings, indicators in 10 dimensions were identified and prioritized according to their relative importance and feasibility. The EMS developed in this study provides management suggestions for governments, hoteliers, and consumers to improve environmental management.
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Chauhan, Abhishek, Ankit Shukla i Pradeep Negi. "SAFETY AND SECURITY MEASURES ADOPTED BY THE HOTELS AND THEIR IMPACT ON CUSTOMER RELATIONSHIP MANAGEMENT". International Journal of Research -GRANTHAALAYAH 6, nr 1 (31.01.2018): 118–25. http://dx.doi.org/10.29121/granthaalayah.v6.i1.2018.1600.
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Hotel can be defined as “Home away from home” for the guests who come to the hotel as they receive homely environment and services in the hotel. The guests who come to the hotels come with an understanding that they and their belongings would be safe and secured in the hotel during their occupancy in the hotel. The safety and security aspects play a very vital role in hospitality industry as this industry is dependent largely on the customer relationship with the hotel. If the guest encounters any security issue during their stay in the hotel, it leads to dissatisfaction of the guests resulting in Cognitive dissonance due to which the guests seeks other hotels and their buying consumer behavior becomes variety seeking consumer behavior. On the other hand, if the guests face no security and safety issue during their stay in the hotel, it leads to guest satisfaction resulting in improvement of rapport and good will of the hotel in the society thereby achieving its main objectives of PROFIT MAXIMIZATION AND GUEST SATISFACTION.
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Pandyak, Igor. "Competitiveness of hotel businesses: resources, risks, strategy of management". Visnyk of the Lviv University. Series Geography, nr 52 (27.06.2018): 222–31. http://dx.doi.org/10.30970/vgg.2018.52.10188.
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The methodological bases of hotel business competitiveness management were analysed. The semantics of the concepts of “competitiveness” and “competitive advantages” were specified. The classification of competitiveness for the hotel business was outlined. The basic resources of competitiveness of hotel enterprises such as corporate style, quality of service, location, material and technical base, price were analysed. The emphasis was on the importance of the firm's style in competitiveness, on the need for a creative approach in its formation and implementation. The connection between the brand style and service standards, their role in the development of the brand of hotel enterprises was revealed. The influence on competitiveness of hotel enterprises during the last 20–25 years of profile diversification, influence of changes in customer demand on segments of hotel enterprises has been described. The threat of competitiveness of hotel enterprises to diversify the overall image of the hotel units was analysed. The risks of loss of competitiveness at a certain stage of development of hotel enterprises and the need for flexibility in the strategy of managing the market resilience of hospitality establishments have been identified. The principles of avoiding the loss of competitiveness of hotel establishments in the formation of the development strategy were proposed. Key words: hotel service, quality of hotel services, competitiveness, competitive advantages of hotels, hotel competitiveness management, competitiveness resources, hotel competitiveness risks, development strategy, development model.
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Wang, Kexin. "Research on the Employee’s Incentive Mechanism Construction on Economic Hotel Management". Journal of Education, Humanities and Social Sciences 13 (11.05.2023): 388–98. http://dx.doi.org/10.54097/ehss.v13i.8188.
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The tourism industry has entered the stage of popular development worldwide. At the same time, business activities in various industries are becoming increasingly frequent. As a new type of hotel, the economic hotel provides good facilities and services for guests while charging relatively low prices. Although the current economic hotel has a good development space, its human resource management still exposes many problems, such as the lack of a performance evaluation system, poor salaries and treatment of employees, and unqualified employee training. These problems have hindered the good development of the hotel in the future and are not conducive to the hotel obtaining a lasting competitive advantage. If economic hotels want to change this situation, they need to establish a scientific and perfect staff incentive mechanism system. Based on reading a large number of existing literatures on related topics, this paper summarizes the concepts and opinions of representative scholars on the establishment of employee incentive mechanisms in economic hotels. At the same time, starting from the theoretical concept, this paper investigates employees' evaluation of the employee incentive mechanism implemented by their work hotels in the form of questionnaires to summarize the problems existing in the current economic hotels in terms of employee salary and welfare, performance appraisal, training and learning, promotion space, etc., o analyze the current problems hindering the development of economical hotels and propose corresponding solutions.
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Yu, Tong. "A Strategy Research on Building Green Hotels under the Background of Low-Carbon Economy". Advanced Materials Research 1010-1012 (sierpień 2014): 2019–24. http://dx.doi.org/10.4028/www.scientific.net/amr.1010-1012.2019.
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Under the historical background of global low-carbon economy, the ideology of green hotel management arises and green hotel becomes the inexorable trend of hotel industry. Through field investigation and literature analysis, this paper found the problems existing in the China green hotel.Such as,the construction and transformation cost of green hotel is higher;Our country’s hotel industries is lack experience in green hotel management; the consumption idea and patterns of Chinese people need to change.Finally, the study put forward the strategy of the create green hotel. The newly-built hotels should build up green hotels from the planning and design;The hotel that has been built should strengthen energy-saving technological remolding;To build up low carbon system;Following the rule of conserving;Guiding consumers to establish low carbon environmental protection consciousness.
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Li, Yuchuan, i Gefei Wang. "Research on the Organizational Management Problems and Development Suggestions of Marriott Hotels in the Context of COVID-19". BCP Business & Management 34 (14.12.2022): 1065–70. http://dx.doi.org/10.54691/bcpbm.v34i.3141.
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The arrival of COVID-19 in 2020 has hit almost all industries worldwide, especially the tertiary industry and service sectors. During COVID-19, the tourism and hotel industry, as the major industries in the tertiary industry, also suffered from the dilemma of unsustainable operation and difficult income generation. The operation and management of the hotel industry are facing huge challenges. This article aims to introduce the market background of China's hotel industry and the current business operation of Marriott Hotels in China. To understand the countermeasures for the operation and management of Marriott hotels in the Chinese market during COVID-19, diagnose and systematically analyze the organization and management problems that have not been addressed in the previous literature for Marriott hotels in China, and finally use the relevant knowledge of hotel management introduction/marketing theory and pricing theory to expand to the future outlook of the Chinese hotel industry market by putting forward relevant suggestions.
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Friesatama, Okky, I. Ketut Budarma, Ida Ayu Kade Werdika Damayanti, Ni Wayan Wahyu Astuti i Ni Putu Lianda Ayu Puspita. "Implementing Strategic Management in Crisis Situations at Luxury Hotel Chain". International Journal of Glocal Tourism 3, nr 2 (20.06.2022): 111–20. http://dx.doi.org/10.58982/injogt.v3i2.211.
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Purpose: This paper aims to describe the fact that how a crisis is managed by implementing the right strategic management in the luxury hotel chain.
Research methods: The author in this qualitative method conducted interviews with executive members, owner representatives, and heads of departments who are in the organizational structure of crisis management at the hotel.
Findings: The hotel chain head office is very concerned about the credibility aspect of its product; scattered hotels are required to follow all standard operating procedures in overcoming crisis situations. The head office requires hotel owners to have insurance in accordance with international standard criteria which are bound in the agreement of both parties. All employees who are in the crisis management organizational structure are to attend training organized by the head office. The head office requires the hotel to work with local agencies to assist with issues and manage communication crises if they occur.
Implication: A structured collaboration synergizing between the head office, hotels, local agencies, and hotel owners in managing the crisis that occurs will result in minimizing material and non-material losses.
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Lvov, Anatoly, i Raija Komppula. "The essence of the hotel room in the hotel business – the hotel managers’ perspective". European Journal of Tourism Research 36 (1.11.2023): 3609. http://dx.doi.org/10.54055/ejtr.v36i.3158.
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The objective of this study is to gain a better understanding of how hotel management perceives the role of the hotel room from the customers’ perspective and what role the room plays as regards the hotel management business. Previous research has focused on the hotel’s location, the attributes of the hotel and the room, revenue management, pricing, hotel guest experiences, and customer satisfaction. In this study, 19 managers operating in Finland were interviewed: ten hotel managers from 4-5-star hotels and nine from 2-3-star hotels. An inductive approach to the data analysis was adapted and the research findings indicated that the hotel managers were deeply concerned about the customer expectations of their hotel stay. The role of the hotel room as the core element of hotel accommodation was acknowledged by the interviewees. Even though accommodation in the room is regarded as the major product of a hotel, the hotel overnight stay may be different for the customer depending on the hotel’s facilities, their services and the customers targeted. In the case of business customers, accommodation with a good bed and the necessary services is all that is seen to be required. While for leisure customers, the overnight stay is perceived to be similar to a home experience during a holiday. However, the findings of this study reveal that there is a contradiction between the management’s perception of the role of the room and the everyday practices of the hotel management in terms of marketing the amenities the hotel offers. Although hotel managers follow room- based accounting metrics to measure the performance of the hotel they also simultaneously attempt to grasp the intangible feelings of the guests. In order to sell experiences, hotel managers first need to sell the room.
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Hodari, Demian, Panna Judit Balla i Ramya Rajajagadeesan Aroul. "The Matter of Encumbrance: How Management Structure Affects Hotel Value". Cornell Hospitality Quarterly 58, nr 3 (30.01.2017): 293–311. http://dx.doi.org/10.1177/1938965516686116.
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Hotel owners have two fundamental concerns: the financial operating performance of their asset and its selling price. While they often contract a hotel management company to operate the hotel through a lease or management agreement, common industry perception holds that such encumbrance decreases the sales price of hotel real estate assets. This implies that owners who outsource the hotel’s management may be sacrificing a greater selling price in exchange for improved operating results. While this is a critical issue for investors given that a their returns are largely dependent on an asset’s appreciation, the impact of different management structures on the sales price of hotels has not previously been studied. A hedonic valuation model was constructed based on 442 past hotel transactions in the United Kingdom between 2000 and 2015. Hotels sold encumbered by hotel management agreements and lease agreements were found to sell at a premium compared with unencumbered properties. The impact across different geographic areas and different economic periods was also examined. Hotels under management agreement achieved the highest premiums during times of economic expansion while lease contracts did so in regional markets. The findings suggest that owners need not necessarily refrain from signing management agreements or leases out of concern for their detrimental effect on their hotel’s sales price. It also provides a strong additional selling point for management companies and should reassure lenders who prefer to underwrite loans for encumbered assets.
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Aldebi, Hameed, Nafez Nimer Hassan Ali i Sadik Hussein Abdulhassan. "Evaluating the Dimensions of Service Levels in Chain Hotels: From the Perspective of Top and Middle Managements (An Empirical Study in Jordan)". International Journal of Economics and Finance 9, nr 12 (2.11.2017): 32. http://dx.doi.org/10.5539/ijef.v9n12p32.
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The current study aimed at measuring the top and middle managements’ perceptions about the dimensions of the hotel service levels in ten chain hotels in Amman /Jordan. It also aimed to identify their characteristics, problems and challenges. The study’s sample consisted of ten chain hotels in Amman .Questioners distributed in (10) hotels to one hundred persons top and middle management, but just (65) questionnaires retrieved were valid to statistical analysis. The questionnaire covered four areas. The first area is represented in the core services of the hotel. As for the second, it is concerned in the supported services, whereas the third area is concerned with the hotel facilitated services. As for the fourth area, it is concerned with the augmented services. The study concluded that the aforementioned convenient sample hotels have an accepted level of perceptions about the dimensions of the hotel service levels and its characteristics and the challenges. That was attributed to the hotels’ capabilities to understand their activities and their complicated mechanisms. There are lack of information concerning the perceptions levels about some hotel mechanisms and activities which require specialized professional skills in the hotel industry. At the end of the current study, we suggested several recommendations and suggestions related to the nature of the marketing dimensions of hotel services which contribute in developing the hotel industry in Jordan.
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Tarigan, Zeplin Jiwa Husada, Fransisca Andreani i Sautma Ronni Basana. "The effect of supply chain integration on hotel performance through green supply chain management". Management Science Letters 11, nr 8 (2021): 2175–84. http://dx.doi.org/10.5267/j.msl.2021.5.002.
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Internal and external integration in hotel industries is essential to improve Green Supply Chain Management (GSCM) to maintain hotel performance and sustainability. This research is to examine the impact of internal and external integration on GSCM and hotel performance. It is quantitative research with judgmental sampling. Questionnaires were distributed to 72 hotel employees from 62 hotels of three-star hotels and above, who understand GSCM and hotel performance in East Java. But 66 questionnaires were returned, and only 62 questionnaires were valid for data analysis. Structural Equation Modelling (SEM) is used to analyze with the help of Java Web Start software. The results show that all six hypotheses are supported, internal integration with Use technology to significantly determine plans and coordination capable of external integration and GSCM. External integration with Sharing knowledge with partners and Collaborating in solving problems can improve GSCM significantly. Supply chain integration, which consists of internal integration and external integration, impacts hotel performance by reducing hotel waste and Efficient use of resources. GSCM in implementing Eco green, green procurement and product life cycle have a significant impact on improving hotel performance.
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Anita, Tiurida Lily, i Aditya Pratomo. "Food safety management and food quality in hospitality industry during covid-19 pandemic". Uncertain Supply Chain Management 9, nr 3 (2021): 681–86. http://dx.doi.org/10.5267/j.uscm.2021.5.001.
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During the pandemic, many hotels have lost their source of income. The sources of hotel revenue that usually come from the sales of rooms, food and beverages, or other services have suddenly disrupted. This study was conducted to examine whether the food quality and food safety that are implemented in hotels during the social distancing period can increase customer satisfaction and increase revenue from food products made in hotels. This research was conducted by conducting observations and case studies at a hotel in Jakarta. Population and samples were taken from guests who came and bought food products at this hotel since the hotel started operating again in June 2020. This research was conducted in a descriptive quantitative manner. The analysis technique, namely path analysis, was carried out to show whether the factors of food quality, food safety, customer satisfaction have a direct or indirect effect on hotel revenue from food products. The results found that food quality, food safety and customer satisfaction had a direct impact on increasing revenue at the company.
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L. L. Dukhovnaya, L. L. Dukhovnaya. "Hotel management: methods, techniques, technologies". Gostinichnoe delo (Hotel Business), nr 3 (14.03.2023): 130–38. http://dx.doi.org/10.33920/igt-2-2301-01.
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In the modern world, tourists are increasingly paying attention to environmental issues and the environmental responsibility of the tourism and hotel business, so hoteliers are striving to adhere to the principles of conscious consumption. In the presented study, the author identified both the incentives for the transition to the principles of eco-hotels and the barriers to the introduction of eco-innovations in thehotel business. The positive and negative aspects of the functioning of eco-hotels, as well as Russian and foreign experience and development prospects are considered.
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LEVYTSKA, Inna. "REVENUE MANAGEMENT IN HOTEL BUSINESS". "EСONOMY. FINANСES. MANAGEMENT: Topical issues of science and practical activity", nr 5 (45) (maj 2019): 108–17. http://dx.doi.org/10.37128/2411-4413-2019-5-12.
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The article defines the most effective methods of managing hotel revenues and methods of their use, which in turn will create competitive advantages and make the sale of hotel services stable, and the activity of hotel enterprises more profitable. The concept of Revenue management in the hotel business is disclosed, which is a technology that determines the best price for hotel room on the basis of demand forecasting, that is, the sale of the necessary number to the client at the right moment at the right price. The basic pricing objectives of the hotel company have been developed, which should not be considered separately, but should be in line with the marketing strategy of the enterprise development. Interdependence of the level of loading of hotel rooms from the reduction of prices is determined. The obtained data testify that the price reduction even by 1% requires an increase in loading of hotel rooms by almost 1% to cover losses as a result of income reduction. The goal of the pricing strategy, aimed at achieving the goals as the services to be offered, are proposed, hotels are trying to outdo competitors by maximizing the quality of services. The principles, which should be used by hotel companies that master flexible pricing methods from the point of view of marketing complex: the choice of pricing policy should be closely related to the positioning of the hotel company services; A correlation of the pricing strategy with the definition of the stage of the life cycle, on which the hotel product is located, is very important for the process of formation of prices. The mechanism of calculation of sales prices for hotel services is offered. These approaches should be considered in the pricing policies of the hotel company, depending on the services they provide. The stages of the analysis are determined: market research, hotel product life cycle, task setting of pricing depending on the goals of the hotel company, determination of the marginal range of price fluctuations, determination of the most optimal range of prices. Analysis of prices and range of competitors' services, choice of method of pricing, adjustment of the basic price level, establishment of the final price. The method of "discriminatory pricing" is described and examples of the use of this method are given. The concept of "Price discrimination" is defined, which is a useful tool for smoothing the supply and demand, providing additional income and profit to most hospitality establishments. This method of pricing uses reductions / increases in prices to attract additional customers and revenue without lowering / raising prices for all. A detailed description of the multiplier effect method used in the calculation of prices. The essence of the multiplier method is to calculate the multiplier, which shows how many times the dependent factor (profit) increases or decreases if the independent factor is changed to one. The calculation of the budget based on the multiplicative method in the hotel "Ramada Lviv" was carried out. The number of indicators given in the calculations may increase depending on the specifics of the enterprise. Constant costs are the sum of personnel costs, operating costs, management, depreciation, etc., each of which is considered as an independent factor of impact on profits. Variable costs depend on the volume of goods turnover; therefore, they should include such expenses as additional wages, production raw materials, related and consumable materials. It is characterized by a revenue management system in a hotel that requires a reliable database. A good revenue management system will benefit the hotel and customer. Cost-effectiveness factors (fixed costs of fixed assets and operating costs, variable costs of services) have a completely different range of actions than market-oriented factors (price, cost of services, loading of numbers, etc.). It is determined that for hotels, comparing the influence of various factors on profit, it can be argued that the impact of trade turnover is more significant than the impact of costs. An estimation of the importance of the factors that create the multiplicative effect, which was ranked, depending on their impact on profit. It was found that prices, which are in close connection with all elements of the marketing complex, determine the profitability of the hotel company, its life cycle and financial stability. At the same time, the choice of pricing methods and pricing policies largely depends on the goals and strategies of the hotel company in the selected segment of the market. The proposed mechanism for calculating the sale price of a hotel company is based on a multiplicative method, which includes: the definition of key indicators that affect the profit, including prices; calculation of profit when changing these indicators; estimation of the importance of the impact on the profit of each selected indicator; the choice of the most appropriate variant of profit. The development of market relations in Ukraine and in advanced economies is somewhat similar, therefore, the generalization and dissemination of the best foreign and domestic income management experience based on marketing will improve the efficiency of the hotel industry. Prospects for further research are the development of new strategies aimed at gaining market share, improving hotel services, increasing consumer demand through the interaction of factors of price and quality, promotion of the brand, introduction of new forms of management, including franchising and management contracts, electronic sales of hotels services.
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Pervaiz, Rabia, Bushra Pervaiz i Muhammad Qasim Manzoor. "Impact of Green Human Resource Management on Eco-Friendly Behavior, Organizational Commitment, and Environmental Performance of Hotel Employees in Pakistan". Academic Journal of Social Sciences (AJSS ) 6, nr 4 (30.12.2022): 036–53. http://dx.doi.org/10.54692/ajss.2022.06041794.
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The Green Human Resource Management has least been explored especially in the context of Pakistan’s hotel industry. The instant research explored the relationship of Green Human Resource Management with employees’ commitment, employees’ eco-friendly behavior and overall organizational performance for Pakistan’s hotel industry. The hotels situated in Lahore were systematically selected and data was collected on structured questionnaire from top, middle and lower management of these hotels. Data was analyzed by employing Partial Least Squares Structural Equation Modeling (PLS-SEM). The results showed that the Green Human Resource Management exerted positive effect on Employees’ Organizational Commitment and Hotels’ Environmental Performance but did not affect Employees Eco-friendly Behavior. Therefore, hotel management in Pakistan should look for potential candidates at the time of recruitment who cherished environmental practices. Further, a significant mediating role of employees’ eco-friendly behavior was observed to be existed directly and indirectly for the relationship between Hotels’ Environmental Performance and Green Human Resource Management. It is suggested that appropriate reward mechanism is required to instill eco-friendly behavior in the hotel employees of Pakistan.
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Alsetoohy, Omar, Baker Ayoun, Saleh Arous, Farida Megahed i Gihan Nabil. "Intelligent agent technology: what affects its adoption in hotel food supply chain management?" Journal of Hospitality and Tourism Technology 10, nr 3 (17.09.2019): 286–310. http://dx.doi.org/10.1108/jhtt-01-2018-0005.
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Purpose The study adopted a conceptualized technological, organizational and environmental (TOE) model to empirically investigate the factors affecting hotel managers’ attitudes toward intelligent agent technology (IAT) adoption in the hotel food supply chain management (HFSCM) and their intentions for future adoption. Design/methodology/approach In-person survey was carried out in luxury hotels in Florida. Findings The findings indicated that merely 5.7 per cent of hotels are fully implementing IAT. Perceived benefits, reliability, quality of human resources, information intensity and market capabilities had a statistically significant positive impact on hotel managers’ attitudes. However, complexity and cost had a negative influence on hotel managers’ attitudes toward IAT adoption in the HFSCM. Managers’ attitude further positively influences their intention to adopt. Practical implications The validated model helps guide hotel decision makers who are considering IAT adoption in the HFSCM. Hotels that are seeking sources for competitive advantages would better consider the TOE factors in IAT adoption prior to making a decision. Originality/value This is the first study that examined IAT adoption in the hotel industry from a theoretical and empirical perspective. The validated model proposed for the adoption of IAT in HFSCM enriched the TOE model and the diffusion of innovations theory.
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Su, Na, i Dennis Reynolds. "Categorical differences of hotel brand personality". International Journal of Contemporary Hospitality Management 31, nr 4 (8.04.2019): 1801–18. http://dx.doi.org/10.1108/ijchm-05-2018-0354.
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Purpose This study aims to differentiate the brand personality of four basic hotel categories (e.g. limited-service, selected-service, full-service and luxury hotels) to draw an overall landscape of the lodging industry on symbolic attributes. Design/methodology/approach An online survey was conducted to assess the brand personality of eight popular hotel brands competing in the US market (two brands for each price category) by using Aaker’s (1997) brand personality scale. The categorical difference in brand personality was compared at both of the dimensional and individual trait level. Findings This study draws a picture of brand personality for four prevailing hotel categories in the US market. It suggests exciting luxury hotels, sincere select-service hotels and rugged limited-service hotels, but no distinctive personality for full-service hotels. This study positions the pros and cons of each hotel category. For instance, it shows at the dimensional level, full-service hotels advance select-service hotels in excitement but fall behind in sincerity. At the individual trait level, full-service hotels strike customers as contemporary, up-to-date and good-looking, but disappoint customers on the features like honest and wholesome. Practical implications This study informs hotel brand companies and hotel investors with the pros and cons of each hotel category to assist them to improve their marketing or investment strategies. Originality/value Although brand personality has been often used to assess hotel brand’s difference, it has been rarely used to capture the categorical difference. This study adds new insights to hotel banding practice by comparing different categories on symbolic attributes.
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Kristianto, Dwi Agus, Moch Nur Syamsu i Aldi Wisnumurti. "ONLINE TRAVEL AGENTS USE FOR SALES AND PROMOTION OF HOTEL IN KALIURANG YOGYAKARTA". Kepariwisataan: Jurnal Ilmiah 12, nr 01 (31.01.2018): 15–28. http://dx.doi.org/10.47256/kepariwisataan.v12i01.91.
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Although traditional travel agents have played an important role as proxies enabling travelers to make connections with hotels, the emergence of the internet has changed the traditional relationship between hotels and travel agents. Instead of a traditional agent–principal relationship, online travel agents (OTAs) seem to act as more than just intermediaries and more as business partners or vendors. Scholars have previously observed troubled, if not hostile, relationships between hotels and OTAs. There has been a growing tendency for hotel and accommodation business worldwide to use Online Travel Agents (OTAs) to promote and sell their rooms. This research discusses the advantages and disadvantages of the promotion and sales through OTAs for hotel business in Kaliurang a famous tourism destination object in Yogyakarta. The object of the research is the hotel manager, supervisors and staff who handle the hotel promotion and sales of their accommodation business. Hotel were located in Kaliurang chosen based on cluster proportional and the informants were chosen based on purposive sampling technique. The result shows that the disadvantages in using OTAs as promotion and sales tool are rising occupancy, direct payment, and as a tool in making hotel well known worldwide. The disadvantages are decrease net sales, over booking, negative comments could downgrade the hotels rank, and OTAs make hotels website got limited traffic. The motivation of hotel managements in using OTAs is highly motivated. The dominant factor of the perception included factors in self-perception of the target, factor in the self-perception., and factors perception of situation. This research suggests to the villa management to recruit special personnel for handling OTAs as well as to manage own websites to increase the net sales.
Keywords: promotion, sales, hotel management, online travel agents
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Kim, Hyun Jeong, Jeongdoo Park i Ji Wen. "General managers’ environmental commitment and environmental involvement of lodging companies". International Journal of Contemporary Hospitality Management 27, nr 7 (12.10.2015): 1499–519. http://dx.doi.org/10.1108/ijchm-01-2014-0011.
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Purpose – The purpose of this paper is to test links from hotel general managers’ (GMs’) environmental commitment to hotel companies’ environmental management capabilities and then to hotel companies’ involvement in environmental practices. The secondary goal of this study is to identify the common, critical environmental management capabilities in the lodging business context. Design/methodology/approach – In total, 172 GMs, working for hotels affiliated with two state lodging associations located in the northwest region of the USA, participated in this study. GMs’ responses were gathered via an online survey. The structural equation modeling was used to test the proposed model. Findings – The results show that GMs’ environmental commitment affects their firms’ involvement in environmental practices both directly (GMs’ commitment and firms’ involvement) and indirectly via firms’ environmental management capabilities (GMs’ commitment, firms’ capabilities and firms’ involvement). The five common, critical hotel environmental management capabilities are identified: employee training, communicating environmental initiatives to guests, knowledge and skills to implement environmental practices, capital to invest in environmental management and support from employees. Practical implications – The hotel industry-specific environmental management capabilities enhance hotel practitioners’ understanding of the critical components for the success of hotel environmental programs and assist GMs to effectively prepare and operate their hotels’ environmental initiatives. Originality/value – This study demonstrates the essential role of individual actors, specifically hotel GMs, in firms’ environmental involvement, and advances our understanding of hotel environmental management in hospitality literature.
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Krotenko, Tatyana Yu, Olga V. Lesnikova i Margarita I. Kanunikova. "Service quality in the hospitality industry". Vestnik BIST (Bashkir Institute of Social Technologies), nr 4(61) (29.12.2023): 77–83. http://dx.doi.org/10.47598/2078-9025-2023-4-61-77-83.
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Quality in the provision of hotel services has always been the main factor in customer satisfaction and loyalty. Despite the current political situation in the world, people continue to travel and visit hotels. Of course, the number of guests in hotels has recently decreased significantly, but this should in no way affect the quality of service. Hotel guest satisfaction is when the guest feels that the technical characteristics of the service are clearly tied to his expectations. Improving the quality of hotel services provided is critical to improving hotel service management in Russia's competitive hotel business. The subject of the article is improving the quality of hotel services in order to increase the loyalty and satisfaction of guests. The concepts of quality of hotel services and methods for assessing the quality of guest service are considered. The features of quality management in a hotel are discussed in detail.
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Vives, Aldric, Marta Jacob i Marga Payeras. "Revenue management and price optimization techniques in the hotel sector". Tourism Economics 24, nr 6 (21.05.2018): 720–52. http://dx.doi.org/10.1177/1354816618777590.
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Pricing and revenue management (RM) techniques have become a popular field of research in hotel management literature. The sector’s background framework and evolution and the widespread use of new technologies have allowed a customer-oriented approach to be taken to pricing and the development of RM tools, while also contributing to better processes in hotel management performance at individual hotel level. Thus, price optimization (PO) methods that seek to maximize hotel revenue are based on inventory scarcity, customer segmentation and pricing. In the hotel sector, as in the airline industry, different pricing policies have a greater impact than competition measurement effects. This is mainly as differentiation strategies and specific policies at hotels can reduce the pressure of a competitive environment. The main contributions of the article are the presentation, description and classification of the principal RM and PO techniques in hotel sector literature.
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Xu, Hai, LeHan Zhang, Yun Liu i Benjamin Benjamin Chan Yin Fah. "Investigation and Analysis on Incentive Factors of employees in hotel industry – Taking JiuJiang business hotel in Zhengzhou as an example". International Journal of Advanced Business Studies 2, nr 4 (15.12.2023): 1–13. http://dx.doi.org/10.59857/ijabs.1891.
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This article takes Zhengzhou JiuJiang Business Hotel as an example, and through specific and comprehensive investigation and research, takes the issue of low work enthusiasm and work laziness of employees in the hotel as the starting point. It analyzes in detail the problems in human resource management such as employee training organization, incentive mechanism, and career development in the hotel, and proposes corresponding suggestions and solutions for these main problems, we have established a systematic human resource management system for exploring the future development of business hotels. The research in this paper has important practical guidance significance for Zhengzhou Jiujiang Business Hotel to improve its human resource management level and overcome development difficulties. It also provides a certain reference for the management work of other similar business hotels in Henan and has practical significance for promoting the improvement of the service level of business hotels in Zhengzhou and even Henan.
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Lo, Ada S., Lawrence D. Stalcup i Amy Lee. "Customer relationship management for hotels in Hong Kong". International Journal of Contemporary Hospitality Management 22, nr 2 (9.03.2010): 139–59. http://dx.doi.org/10.1108/09596111011018151.
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PurposeThe purpose of this study is to investigate how hotels are implementing customer relationship management (CRM) practices at the property level.Design/methodology/approachSemi‐structured in‐depth interviews were conducted with 45 hotel managers from 17 hotels. The interviews were recorded, transcribed, and analyzed using content analysis.FindingsAll participating hotels have practices in place to manage customer relationships. The most commonly cited goal for CRM is guest retention. Evaluation and control are perceived as very important activities not only to create value for the customers, but also to track the performance of the guest contact departments and the customers' evaluations of the hotel/restaurant experiences.Research limitations/implicationsThe sample is probably biased towards hotels that are most interested in CRM and are heavily weighted towards higher tariff properties.Practical implicationsThe study modified Buttle's CRM value chain to analyze hotels' CRM practices. Results of the study provide a source for industry practitioners to compare and benchmark their practices and to obtain useful CRM ideas.Originality/valueCRM‐related research in the hotel industry has looked at a variety of specific practices and its role in achieving overall objectives at the corporate strategic level. Yet, no research has been done to investigate CRM practices at the property level for hotels using the CRM value chain.
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Waikar, Vilas Govind, Purva G. Hegde Desai i Nilesh Borde. "Hotel’s grid group structure and risk management practices". Tourism Review 71, nr 3 (15.08.2016): 192–204. http://dx.doi.org/10.1108/tr-03-2016-0006.
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Purpose Risk management is an emerging research area in tourism and hospitality. This paper classifies hotels based on grid (control) and group (inter dependencies) structure given by the cultural theory of risk. This paper aims to understand whether hotels grouped as per grid group structure differ on risk coping strategies such as mitigation, absorption and transfer for various hospitality risks. Design/methodology/approach Primary data are collected from 112 senior managers of luxury hotels using structured questionnaire aimed to capture the grid group aspect and risk management practices. Using factor scores, hotels are grouped. One-way analysis of variance is performed on these data to ascertain whether risk management practices of various types of hotels differ. Findings Results provide new insights into hotels grid group aspect and risk-related behaviour, revealing that hotels significantly differ on risk coping and confirming that the structure of hotel – the grid and group – does impact its risk management practices. Research limitations/implications The study adds to the extant literature. For the first time, the grid group structure of hotel is proposed to impact the risk coping. Second, the risk perception study is conducted at firm level and not at individual level as done in past. Third, the paper looks at all three risk management practices and not in isolation, thus taking the risk research dialogue further. The study has not considered non-luxury hotels. Second limitation is a small sample of 112 hotels. Practical implications The study opens up a new perspective on hotel risk management. The researchers will benefit from the newer, theoretical understanding of firm-level complex structure of risk. The hotels risk professionals can benefit from understanding grid group structure and risk coping practices. Originality/value The novel approach of grid group classification of hotels is developed. Risk management practices are studied across hotel types for various risks. Study enhances the understanding of risk and grid group structure with regard to managing hospitality risk.
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Hays, Darija, i Đurđana Ozretić-Došen. "Greening hotels - building green values into hotel services". Tourism and hospitality management 20, nr 1 (2014): 85–102. http://dx.doi.org/10.20867/thm.20.1.7.
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Purpose – The objective of this paper is to enhance knowledge about greening hotel services and the possibilities it provides for successful hotel management as well as for enrichment of hotel guest experiences. Design/Methodology/Approach – The paper is based on a summarized review of previous theoretical contributions and an investigative study of three business cases which relies on qualitative methodology. The case studies draw on interviews, archival materials and photographs. A case study approach was adopted to illustrate the differences in the approach used for greening hotel services. Three green hotels that mutually vary in size, categorization, segmentation and targeted market, were analyzed. Findings – The analysis of cases-hotels identifies and describes different and numerous activities of green marketing management. A proactive and trustworthy implementation of those activities enables green hotels to achieve increasing benefits no matter their size, classification and target audience. Originality of the research – The study can help us to understand how environmentally conscious hotel management establishes a suitable setting for greening hotels services. These can serve as a valuable source of information in academic circles and be especially useful to marketing managers in hotels that aim to be green.
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Jiang, Yangyang, i Jun Wen. "Effects of COVID-19 on hotel marketing and management: a perspective article". International Journal of Contemporary Hospitality Management 32, nr 8 (25.06.2020): 2563–73. http://dx.doi.org/10.1108/ijchm-03-2020-0237.
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Purpose This paper aims to discuss the effects of COVID-19 on hotel marketing and management practices and outlines a three-pronged research agenda to stimulate knowledge development in the hotel sector. Design/methodology/approach This paper is based on an overview of the relevant literature on hotel marketing and management and the hotel guest behavior. The authors also investigated hospitality service trends to propose a research agenda. Findings This paper presents a research agenda from three dimensions – artificial intelligence (AI) and robotics, hygiene and cleanliness and health and health care. First, different types of AI (mechanical, thinking and feeling) might open up distinct research streams at the intersection of health crises and hotel management, in light of the COVID-19 pandemic. Additionally, this paper recommends that researchers move beyond typical perspectives on the antecedents and outcomes of hotel hygiene and cleanliness to delve into guests’ perceptions of the cleanliness of specific hotel surfaces. Furthermore, a more in-depth analysis is warranted about the evolving relationship between hotels and the health-care sector. Practical implications The recommended research areas are intended to advance the knowledge base to help hotels recover from the COVID-19 pandemic. The suggested research streams are expected to provide actionable insights to promote the development and sustainability of the hotel sector. Originality/value This paper appears to be a frontier study, critically examining possible effects of the COVID-19 pandemic on hotel marketing and management practices and how hoteliers may respond to such challenges to recover after this pandemic.
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S, Priyadharshini, i Catherine Joy. R. "Design and Implementation of an Automated Hotel Management System". International Journal of Engineering and Advanced Technology 10, nr 5 (30.06.2021): 37–42. http://dx.doi.org/10.35940/ijeat.e2569.0610521.
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The aim of an automated hotel management system is to handle all aspects of the hotel's information and booking system. This application attempted to cover all operations that occur in residential hotels. It is all identified, from employee management to booking, floors, offices, and room type management, among other things. We sought to demonstrate how data/information is processed in hotels in our project, automated Hotel Management System. The hotel management overview was achieved by splitting the project into different modules. Customers are offered various facilities such as check-in, checkout, and entry editing, as well as advance payments. Customer has the option to cancel his or her reservation if he or she so desires. Customer Id or customer name may be used to search for any customer or employee. It is also possible to inquire about available spaces. It will produce reports for customers, employees (who work in the hotel), and a bill for the customer when the customer checks out. We've only included a few modules because our aim is to get an idea or learn more about how hotels are managed. With the addition of several more components, this type of project may be used in a variety of hotels. The efficiency of any hotel is determined by the method used to obtain and prevent information from customers' personal data for use in the hotel's various services. It has been a complex and difficult operation to manage their outcome revealed, particularly when information flow is consistent. This project focuses on creating a client-side and user interface in Java Script, as well as a backend in Java Spring to support panorama data and images.