Hotel Business Research Articles

Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan di Hotel Pyramid Suites Banjarmasin

Banjarmasin is a unique city nicknamed the City of a Thousand Rivers. This uniqueness is what causes many entrepreneurs to come to open businesses, one of which is a hotel business. The recommended hotel in Banjarmasin is the Pyramid Suites Hotel. Because apart from having good quality products and services, this hotel has also received many awards from various online hotel booking applications. Therefore, researchers are interested in further researching the Pyramid Suites hotel in Banjarmasin with the aim of analysing the influence of service quality on guest customer satisfaction at the Pyramid Suites Banjarmasin hotel. This study aims to analyse and describe how much influence service quality has on customer satisfaction. This type of research is quantitative, with a conclusive causal approach, namely research that aims to obtain a conclusion from the data that has been obtained and processed which explains the causal relationship between the variables. The population in this study are members of Hotel Pyramid Suites, namely guests who stay more than three times. research sample as many as 100 respondents. The data collection technique used a questionnaire which was then used as a score tabulation for each variable studied. The data analysis method used in this study is Smart PLS 3. The results showed that the quality of service which consists of variables of physical evidence, reliability, responsiveness, assurance and empathy affect customer satisfaction.

English Language, An Interactive Communication Tool Among Tourism Sector Employees and Foreign Tourists

Tourism is a very important sector in Albania's economy. With the promotion of tourist attractions, the number of foreign tourists has increased significantly. Language is of great importance for the communication of foreign tourists to tourist destinations. Today English is an international language and most tourist businesses require employees to speak English except the local language of the country. In this paper we will present a theoretical discussion on the importance and necessity of the English language in the development of the tourism sector from the point of view of tourist services providers and specifically hotel businesses. To fulfill the purpose of this search, the data collection was done by a self-administered questioner with closed thematic questions, with alternatives addressed to the service employees in tourism destinations in Durres, Shëngjin and Sarandë. The overall data collection of 250 questionnaires and total of 195 questionnaires were collected. Through descriptive analysis we have taken a picture of the characteristics of the monster in study according to the data of the structured questionnaire, respectively: Part 1 (socio-demographic characteristics), Part 2 (business stuff), (location and classification), Part 3 (language knowledge and opinion on its importance for employment in tourist businesses in Albania. The data was collected in January 2023. The article aims to highlight not only the most necessary language skills for tourism sector employees but also highlight the functions of English language use by employees of this sector, the most common problems they encounter in different skills, etc. The investigation and identification of such necessities puts the help of not only the employees of this sector but also the entrepreneurs of various tourist structures who can directly contribute to the improvement of their human resources employed as the motorcycle that sets in motion and guarantees financial income to their businesses thanks to professionalism

BARRIERS TO THE ADOPTION OF SUSTAINABILITY PRACTICES IN SMALL HOTEL BUSINESSES: A QUALITATIVE STUDY IN GHANA

Purpose- By integrating sustainability into their business operations, small tourism and hospitality accommodation enterprises will not only contribute to achieving sustainable development goals 7, 9,12,13 and 14, but also promote a culture of environmental and social consciousness that aligns with the broader objectives of the United Nations’ Agenda 2030. Therefore, this study explores barriers to the adoption of sustainability practices among small hotel businesses in Ghana. Methodology- Using a qualitative research framework and descriptive analysis method, face-to-face interviews were conducted with 16 small hotel managers in the Cape Coast Metropolis of Ghana. The interview technique was adopted because it allowed for the acquisition of detailed information from participants on barriers to the adoption of sustainability practices. Findings- The findings revealed a spectrum of internal barriers: lack of awareness and understanding of sustainability principles, attitudes, negligence among hotel staff, and financial constraints. External barriers, such as owner interference in managerial decision-making, exploitative supplier actions, burdensome taxes and levies, and seasonal fluctuations with low hotel patronage, were also identified as the main barriers to the adoption of sustainability practices in small hotel businesses in Ghana. Conclusion- The study concludes by recommending targeted sustainability education and training programs to enhance sustainability awareness and cost-effective practices, while changes in organizational structures such as empowering managers and fostering collaboration between owners and managers are imperative for effective sustainability adoption and integration. Additionally, small hotel businesses should diversify revenue streams beyond peak seasons and, with collaborative efforts, advocate for supportive policies and regulations at all levels to create a conducive environment for the adoption of sustainable practices.

Age Discrimination in the Hospitality Industry: How do Hospitality Students View Their Elderly Colleagues?

Elderly individuals are frequently perceived as being physically weak, reliant on others, and a source of societal stress. It is imperative for public health professionals and society at large to confront ageism, as they have the potential to mitigate and prevent discrimination, influence policy development, and impact the possibilities available for older individuals to achieve healthy ageing (WHO 2022). The focus of this study is the incidence of discrimination against older people (ageism) as a distinct form of prejudice in the tourism and hotel business. On the basis of an investigation of reciprocal interactions and the perception of working with older colleagues, the current situation of intergenerational relationships among the aging population is revealed. The aim of this study is to address the need for a better mutual understanding of the older and younger populations in the business environment and to foster more pleasant and productive collaboration between them. Using the proposed model, the study examines how prepared hospitality students in Serbia are to work with older colleagues and what their general opinion is about the older population. A survey was conducted among 198 students of hospitality management from Novi Sad (Serbia), incorporating several metrics indicated in the literature. The results imply that students' attitudes towards the social skills of older colleagues have the greatest positive influence on their willingness to work with older workers. In addition, the study revealed that a higher degree of anxiety about aging is associated with a decreased willingness to work with older colleagues. This emphasizes the need for hospitality and tourism faculties to incorporate pedagogical strategies, such as intergenerational service learning, to encourage and maintain intergenerational cooperation in the hospitality industry.

THE FACTORS OF CUSTOMER EXPERIENCE THAT AFFECT LOYALTY AT NOVOTEL HANOI THAI HA HOTEL, VIETNAM

Customer experience is gradually becoming important in improving the efficiency of hotel business operations because it contributes to attracting, retaining customers and increasing loyalty to the hotel. Loyalty plays an important role in creating a competitive advantage and increasing hotel brand value. Therefore, this research has built a model to evaluate experiential factors that affect customer loyalty at Novotel Hanoi Thai Ha Hotel. This research uses secondary data collection methods and expert interviews to determine the evaluation model. The method of surveying customers using questionnaires to collect opinions on the effect of their experiences when using the service has contributed to increasing their loyalty to the hotel. These data were processed quantitatively using SPSS 25.0 software to test Cronbach's Alpha reliability and EFA exploratory factor analysis. Pearson correlation and linear regression analysis show that the factors of customers' experience at Novotel Hanoi Thai Ha Hotel, such as service product, quality service, service price, brand image, service space, customer loyalty program and customer care are all positively affect their loyalty. Among them, service product factors have the strongest effect, and customer care has the least effect on loyalty. This research is the scientific basis for hotels to refer to when proposing solutions to improve customer experience and increase loyalty. At the same time, the established model can also be applied to studies on the effect of experience on customer loyalty in hotel businesses.<p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/soc/0771/a.php" alt="Hit counter" /></p>

Comparison of Integrated Marketing Communication (IMC) Activities of Chain Hotels Specific to Social Media

The study aims to compare the integrated marketing communication activities of leading national and international hotel chain brands in the hospitality industry by examining their social media activities. Accordingly, Türkiye's largest national (n=6) and international (n=6) hotel chains were selected as the research area, taking into account their number of rooms and geographical spread. In this study, Facebook, Twitter, Instagram and YouTube accounts were analyzed. First of all, the accounts used by hotel businesses and their usage characteristics were investigated. The contents of these social media accounts were then analyzed. According to the findings, international hotels conduct more effective Integrated Marketing Communication (IMC) activities on social media compared to national hotels. National hotels, on the other hand, mostly do not prefer YouTube channel but are active on other social media channels. In general, product or service promotion, information/news sharing and special day content are the most preferred content. Product or service promotion is the most frequently shared content. Based on the results, hotel businesses should use social media channels in an up-to-date manner for the activity of IMC activities. This is important for MIMC conditions. At the same time, businesses should provide content criteria holistically.

Characterization of the Innovation Management of the Hotel Portoviejo

Purpose: The purpose of the research is aimed at characterizing the innovative behavior of a city hotel in Portoviejo based on the low level of technological innovation. Theoretical Framework: Innovation transcends all organizations, the traditional interpretation of the concept related to patents and inventions has gone down in history. Today in the business world of high competitiveness and high uncertainty the maxim is: innovate or perish. What this work proposes is related to the management of innovation, but not in manufacturing, but in services, where the technological level also increases dramatically, and high qualifications and careful customer service are required. The applied model is based on the functions of Technology and Innovation Management (GTI), these are: technology inventory, technology enrichment, technology optimization, technological evaluation, and technology protection. Method: The research is qualitative and quantitative with an exploratory and descriptive study with a non-experimental design and the Technology and Innovation management model is supported by the MINGI SOFWARE, which is based on the functions of the GTI and presents tools that characterize and evaluate the process. innovative. In this study, the analysis of business perspectives, the determination of the business model (Traditional or innovative), and the innovative culture of the Hotel are determined as innovative tools. Results and Conclusion: As a result, an innovative characterization of the accommodation, restoration and recreation processes is obtained; concluding that the hotel follows traditional management practices, its business perspective is aimed at sales and not the market and its innovative culture is low, hence to achieve a sustainable service process it must establish an action plan that allows the breaking of the gaps to reach a higher stage with good innovation management practices. Implications of the Research: The main contribution is in the application of the GTI characterizing tools in Ecuador and the projection necessary to increase the innovative intensity in the hotel activity. Originality/Value: The work presents originality, since the model has not been applied in South America and can contribute to good socio-environmental management practices in the hotel business.

ҚОНАҚ ҮЙ ҚЫЗМЕТІНІҢ БИЗНЕС - ПРОЦЕСТЕРІН МОДЕЛЬДЕУ

The article is devoted to the management and modeling of business processes of a hotel enterprise. One of the current trends in the development of the hotel business is a significant increase in competition. Therefore, in order to create a competitive advantage, hotel companies use various approaches and tools aimed at attracting customers, providing quality services and improving the image of the hotel. One of these approaches for hotel companies is the implementation and management of innovative and efficient business processes. A necessary step in the effective application of the process approach in the management of an enterprise is the modeling of business processes. During the research, diagrams of business processes of hotel services were developed using the standardized BPMN methodology. Using these BPMN diagrams, you can determine the end result of the entire process, and analyze the activities of the enterprise. The proposed model can be used in the development of hotel service standards, identification of weaknesses and vulnerabilities in the hotel service, training of hotel staff, as well as in the educational process in the training of highly qualified specialists.

Rehabilitation Service in the Hospitality Industry

Topicality. The hospitality industry development in Ukraine takes place in crisis conditions of the post-pandemic environment and escalating military threats. In the context of the mentioned above, accommodation facilities reformate business concepts and customer-oriented approaches, supplementing them with certain security compliance, and the creation of relevant wartime rehabilitation services. Psycho-emotional exhaustion, physical injuries, hidden and definite stressors cause a necessity in forming rehabilitative hospitality. The rehabilitation services need for war victims and military personnel is acutely actualised, taking into account global tendencies: ensuring inclusive and barrier-free services; growing requirements for sustainable and environmental responsibility in the hotel business; increasing demands for health and medical services. Thus, rehabilitation hospitality can become an efficient means of ensuring equal conditions of access to hotel services for all population groups, as well as promoting social inclusion and tourism development (including medical and sanative ones), which means improvement of the economy and well-being of society in total. The aim of the article is to ground approaches to the development of rehabilitation hospitality as a concept for promoting human mental health and societal inclusion. The focus of the research methodology is the hypothesis that the rehabilitation service integration into the hospitality sphere can help in increasing the competitiveness of business entities, attract the target audience to the newly created ground, and ensure the sustainable development of society. Research methods. Presented for review research topic acquires the use of certain general economic methods of studying literary sources and scientific publications; statistical methods in the study of tendencies; empirical studies. This contributed to elaborating theoretical approaches and tools of scientific study, as well as logical interpreting the prospects for the rehabilitation hospitality development in Ukraine. Results. The definition of “rehabilitation hospitality” is offered for use in the scientific operational field; its objectives, systemic components and functions in sustainable societal development are defined. The types of hospitality establishments that integrate rehabilitation services into the system of additional services are characterised. Preconditions for the rehabilitation services development in the hospitality subjects’ activity are evaluated. Based on empirical research results, the state of the development of the rehabilitation services system in Ukraine is determined. The checklist on forming the system of marketing management rehabilitation services is elaborated. The directions for developing rehabilitation hospitality are offered, basing on digital tools and partnership programmes in the rehabilitation sphere. Prospects for further research include finding and implementing innovative approaches and technologies in the rehabilitation hospitality sphere in order to enhance its effectiveness and service quality. Conclusions and discussion. The conducted study demonstrates the relevance of rehabilitation hospitality as a factor in restoring human potential in sustainable state’s development, as it allows to research and scientifically ground directions for health restoration, and integration into society for those ones who suffered because of war, military personnel; to create barrier-free and inclusive environment in the hospitality industry, which ensures increasing accessibility and admission to services for people with disabilities and special needs, their social integration and improving the quality of life. In addition, this contributes to expanding the customer audience, and improving the reputation and competitiveness of hospitality establishments, as well as increasing their income. The sources of information and empirical research results used in this study confirm the offered hypothesis, the formulated conclusions and research perspectives, also creating a discussion platform for the study of rehabilitation hospitality, and its qualitative integration into the system of the state’s rehabilitation services.

Amelioration of Environmental Sustainability: Green Accounting as Management and Control in the Green Swan Era

This study investigates the impact of green accounting and green swan on the business performance of star hotels in Bali. Employing a multiple linear regression analysis on a sample of 137 star hotels acquired through a Slovin sampling technique, the study finds that green accounting has a positive and significant effect on business performance, whereas green swan has no effect. These findings imply that implementing green accounting can enhance the business performance of star hotels in Bali, highlighting the need for hotels to consider adopting green accounting practices. This study contributes to the existing literature by examining the underexplored effects of green accounting and green swan on hotel business performance in Bali, providing empirical evidence for the benefits of green accounting.

Causes And Consequences Of The Fears Experienced By Employees In Hotel Businesses

Research on the sources of fear of employees in hotel businesses is limited. This research deals with the causes and consequences of the fear experienced by employees in hotel businesses. Interviews were conducted with the employees to determine the fears experienced by the employees and what they experienced after the fear. Purposive sampling was used in the research. The responses obtained were analyzed in line with thematic analysis. Four main themes were identified after the interviews. The fears experienced by the employees in hotel businesses are fear of change, not being promoted, managerial pressure, mobbing, not being included in the winter staff, not receiving regular salary, making mistakes, and gender discrimination. According to the research findings, employees feel stressed, unmotivated, nervous, frustrated, and regretful after feeling fear. According to the results, a significant portion of the employees do not accept the fear situations. From the employees' perspectives towards the business after the fear, it is seen that their attitudes towards the business become negative. This research is aimed to draw attention to the importance of fear culture in the tourism sector, especially in hotel businesses. The research has originality because it offers a different perspective to the related literature.

酒店企业在环境分析因素范围内面临的问题： 阿克恰科卡案例

The aim of the research is to identify the problems faced by hotel businesses within the scope of internal and external environmental factors. In this context, qualitative research method was applied in the research. Data was collected through face-to-face semi-structured interviews with people who are the owners and senior managers of hotel businesses operating in Akçakoca. A total of 10 hotel businesses were interviewed. Data were analyzed with descriptive analysis technique. As a result of the research, it has been revealed that the enterprises face economic, political, legal and natural environmental problems arising from the remote environmental factors. It was also found out that they do not generally encounter problems arising from immediate environmental factors. Lastly, it was found out that generally they face marketing, human resources, finance and accounting problems in general in the context of internal environmental factors.

Examination of Operational Strategy of International Tourist Hotels

To gain a competitive edge in the dynamic landscape of the global tourist hotel industry, strategic development is important. Thus, we scrutinized the strategic management plans to diversify hotel business models, focusing on the role of Chief Executive Officers (CEOs). We conducted qualitative research with a snowball sampling method and interviewed ten experienced CEOs who were engaged in the industry. All interviewees possessed a minimum of 14 years of expertise and experienced a minimum of two types of business models. They experienced the industry as entry-level employees and various tasks such as room or food and beverage (F&B) management. Four used to work for six hotels and four for globally franchised hotels. The research result revealed that CEOs must have self-learning and a proclivity to undertake challenges in diverse regions and distinct systems. Moreover, CEOs need to align their operational strategies with the eight indices specified by the Tourism Bureau. The business model of the global hotel franchise is attributed to its cost-effectiveness, profitability, and autonomous decision-making capabilities. The management team with industry expertise is advantageous for the hotel. Eight operational strategies were proposed to mitigate potential damages arising from external factors. Franchise hotels exhibited commendable accommodation rates and profitability compared to their independent counterparts. To alleviate interdepartmental conflicts, well-organized supporting systems must be implemented.

Organizational barriers to service quality failures: The case of hotel businesses

The success of hotel businesses primarily hinges on delivering quality service, and achieving this is possible through the measurement of the provided quality. In the context of measuring service quality, the Service Quality Gap Model developed by Parasuraman, Zeithaml, and Berry (1985) is commonly utilized. Subsequently, in 1988, Parasuraman, Zeithaml, and Berry expanded this model and identified five fundamental gaps between customers' expectations and perceptions of service quality. The first four gaps are related to factors within the organization, while the fifth gap focuses on the disparity between customer expectations and perceptions and is a function of the first four gaps. In previous research, it has been observed that researchers often concentrate on the fifth gap, neglecting the viewpoints of the service providers. Within this context, the aim of this study is to investigate the underlying causes of the gap between customers' expectations and perceptions of service quality in the context of hotel businesses. The population of the study comprises managers and employees working in 4 and 5-star hotels in Antalya. Non-probability sampling, specifically convenience sampling, was used in the research. Data was collected from 217 managers and 217 employees using a questionnaire. Validity and reliability analyses were conducted in the data analysis process. The findings of the study indicate that the abundance of hierarchical levels between management and employees, perceived control issues, paperwork negatively impacting service quality, independent efforts in promotional activities, and making excessive promises to customers are significant factors affecting service quality.

СТРУКТУРА РАСХОДОВ ГОСТИНИЧНОГО БИЗНЕСА: ПРАКТИЧЕСКИЙ АСПЕКТ

An approach to analyzing the cost structure of the hotel business has been developed and tested, which can complement the methodology for assessing the competitiveness of hotel services, and be used in managing the content of each element of expenses

УБЫТОЧНАЯ ДЕЯТЕЛЬНОСТЬ МАЛОГО БИЗНЕСА: ОСОБЕННОСТИ ОЦЕНКИ НАЛОГОВОЙ НАГРУЗКИ

A universal tool has been developed for assessing the tax burden of a loss-making small hotel busi-ness using the "Income minus Expenses" tax system, which quantitatively proves the increase in losses received in operating activities, including due to "input" VAT, due to the accrual of a minimum tax

Confirmatory Factor Analysis for the Strategic Management Model of the Recovery of Smes Hotel Businesses During the COVID-19 Situation

Objective: To examine the determinants of confirmatory factor analysis of business recovery strategy factors that affect expected business outcome after being affected by the COVID-19 situation of medium and small hotels. Theoretical Framework: This study uses a Turnaround Theory, especially the theory of Crisis Management. Method: This research uses a quantitative approach with a questionnaire as the tool to collect the data design using a sample of 298 with the Purposive Sampling technique. The data analysis technique used is Structural equation modeling (SEM); with the AMOS device to test the statistics of the goodness of fit of the measurement model with the empirical data. Result: From examining the statistics of the goodness of fit of the measurement model with the empirical data, it was found that the business recovery strategy model that affects expected business outcomes had been consistent with the empirical data. This met the criteria for considering the harmony between the measurement model and the empirical data. Moreover, each question had demonstrated a statistical significance level of 0.01. The results of testing the influence of all 6 paths found that all the paths had had a positive influence, and the predictive power of the expected business outcome had been 67.1 percent. Implications: The COVID-19 outbreak has had an impact on hotel operations and revenue. As a result, demand and service activities contracted significantly. Therefore, to alleviate this negative impact and business recovery. Originality/Value: After reviewing the literature, it was found that. It was found that various strategies were used in response to this crisis. The researcher therefore analysis on strategies for business recovery So that it can be used as a model for restoring businesses after being affected by crisis situations.

An Assessment of Guest Satisfaction of Service Quality in Selected 2-Star Hotels in Takoradi

In today’s economic environment, client expectations are continually increasing and both small and large hotel businesses are required to become more efficient to participate in a competitive global market. In this new reality, quality is critical for success. The main purpose of this study was to assess guest satisfaction with service quality in selected 2-star hotels in Takoradi. The objectives of the study were to find out whether guests are satisfied with services provided in the hotels, ascertain the main dimensions of service quality that lead to guest satisfaction and evaluate measures that can be put in place to help implement quality service in hotels. This study followed a non-experimental research approach and specifically used a descriptive survey. The targeted populations for this study were employees, guests and managers of nine 2-star hotels in Takoradi with a sample size of ninety (90). It consisted of ten (10) respondents from each hotel, thus, four (4) operational staff (one from housekeeping, front office, restaurant and kitchen department), five (5) guests and a manager (1) from each of the selected hotels.
 Convenience and purposive sampling techniques were used for the study to select respondents and questionnaires were used to collect data from respondents. The data obtained was analyzed and presented using descriptive statistics namely frequencies, percentages, and charts with the aid of Microsoft Excel 2021. The study found out that though some aspect of service quality needs a step up, customers are satisfied with the services provided in the hotels. The study concluded that more customers become more satisfied with what they see or touch during the service.

Online complaint behaviour and resolution in hotels: do tripographics factors matter?

ABSTRACT Regardless of the diversity of travellers, meeting customer expectations is essential for the success of hotel business worldwide. How do hoteliers cope with these challenges to meet guest expectations before arrival in terms of different regions and travel purposes? This study analyses travellers’ complaints retrieved from the hotel review website ‘TripAdvisor’ to gain insight. A total of 1,868 travellers’ complaints were analysed using a Two-Way ANOVA factorial design to examine the differences among the home regions of travellers, travel types, and other hotel service attributes. The findings indicate that the home region of travellers has a higher main effect than traveller type on hotel service attributes regarding online complaint behaviour. Finally, family travellers are more likely to complain about cleanliness than couples.

Pelatihan Penggunaan Aplikasi Reservasi Kamar Hotel Untuk Meningkatkan Layanan Konsumen

The travel and tourism sectors are closely related to the hospitality sector. The success of a hotel in this digital era is strongly supported by customer service that utilizes information technology-based applications. However, using these applications effectively requires proper training and understanding. Therefore, this service activity aims to train Swarna Dwipa hotel staff in operating a web-based hotel room reservation application. It is one way for hotel staff to provide optimal service and assist in driving business success in the hospitality sector. Many studies show that operating hotel room reservation applications can increase customer satisfaction and efficiency in the hotel business. However, proper and systematic training is necessary to maintain competitiveness. The stages of this activity include observation, interviews, sharing knowledge, training in application use, and evaluation. The simulation results show that participants can use the reservation application in a structured and systematic manner with a significant level of user acceptance of applications. Keywords: application; hotel; training; reservation