Star Hotels Research Articles

WORKPLACE SEXUAL HARASSMENT AND WITHDRAWAL BEHAVIORS AMONG FEMALE WORKERS IN JORDANIAN HOTELS, THE MEDIATING ROLE OF EMOTIONAL EXHAUSTION

This study explores the connection between workplace sexual harassment and the tendency of female hotel workers in Jordan to withdraw from their jobs, with a specific focus on the role of emotional exhaustion. The study involved female employees from five-star hotels in Amman, Jordan, using a convenience sampling approach, and collected 203 valid responses, achieving an 87% response rate. Using Structural Equation Modeling (SEM), the research found that sexual harassment and emotional exhaustion directly and positively affected withdrawal behaviors. Notably, sexual harassment had a substantial positive impact on emotional exhaustion. However, the study found that emotional exhaustion did not mediate the relationship between sexual harassment and withdrawal behaviors. The coefficients of determination (R2) for emotional exhaustion and withdrawal behaviors were 0.780 and 0.841, respectively. This study underscores the prevalence of sexual harassment in Jordanian hotel workplaces, especially among female employees. It highlights that sexual harassment significantly contributes to emotional exhaustion among female workers, which, in turn, affects their inclination to leave their jobs. This emphasizes the importance of maintaining motivated and engaged female employees within the hospitality industry.

Novotel Cikini Resilience as One of The Hotel Businesses in Jakarta

Novotel Cikini is a four-star hotel located in South Jakarta. During the Covid- 19 pandemic, Novotel was one of the hotels affected by covid. Therefore, Novotel must strive to maintain its business in the covid era with a special strategy. The strategy itself is a plan that is prepared with the aim of achieving something that has been determined. One of the existing strategies is marketing strategy. Marketing strategies are usually used by corporate companies with the aim of one of which is to survive in Covid-19. The method used in this research is a research method with a qualitative approach, the analysis method used is the SWOT analysis method. The results of this study indicate that Novotel had a strategy before Covid-19 in the form of implementing targeting, positioning, segmenting strategies. While the strategy during the pandemic is to use a pivoting strategy, positioning strategy, contact experience. For strategies after covid are short-term, medium-term, and long-term strategies.

From stress to success: Role of green atmospherics on employee well-being in the Indian hotel and tourism industry

The research aims to unearth the influence of major factors of Indoor(Green Spaces and Green Ambient Atmospherics) and Outdoor Green Atmospherics on employee well-being in Indian 5-star hotels. Responses were obtained from 328 employees in the Indian tourism sector using a non-probabilistic purposive sampling method. A partial least-square structural equation modeling (PLS-SEM) was applied for the analysis. The findings revealed that green indoor and outdoor atmospherics have a significant positive contribution toward the well-being and enhanced work environment among the workforce with work stress being a significantly negative mediator. The findings contribute to the existing studies as it empirically verify the hypothesized relationships.

LEVEL OF FAILURES IN SERVICES AT FOUR-STAR HOTELS IN THE CITY OF CAMPOS DE JORDÃO/SP

Purpouse: This research aims to investigate, using the Servqual model, the level of gaps in services offered by four-star hotels in a winter season city, characteristic of Switzerland, called Campos do Jordão/SP, Brazil. Teorical Framework: Quality of service is crucial to the success of any service organization. As customers participate in the delivery and consumption of services, they closely interact with various aspects of organizations, critically evaluating the services they provide. Customers assess the quality of a service they receive by comparing it with the service they desire. Thus, quality of service plays a critical role in adding value to the overall service experience. Metodology: This research uses qualitative and quantitative data. The data collection instrument was a Servqual questionnaire published by Parasuraman et al. (1988), which was applied to eight hotels (owners, managers, and customers). In this way, we verify significant dysfunctions and service results about the competitive factors that customers value. Findings: This research sought to investigate the level of gaps in the services offered by hotels in the city of Campos do Jordão, the size of gaps related to competitive, strategic, and operational dysfunctions in the businesses surveyed, and to test a set of hypotheses. All of the hypotheses were confirmed. The research did not observe significant dysfunctions pointing to strong adherence among the agents, so much so that the medians of all the gaps were null. From the results, it can be concluded that the competitive gap is influenced equally by the operational and strategic gaps. Research, Paratical and Social Implicantions: This research sought to investigate the level of gaps in the services offered by hotels in the city of Campos do Jordão, the size of gaps related to competitive, strategic, and operational dysfunctions in the businesses surveyed, and to test a set of hypotheses. All of the hypotheses were confirmed. The research did not observe significant dysfunctions pointing to strong adherence among the agents, so much so that the medians of all the gaps were null. From the results, it can be concluded that the competitive gap is influenced equally by the operational and strategic gaps. Originality/Value: The results help stimulate new research on the quality of services and facilitate an analysis of the procedures used to meet the expectations of hospitality in hotels. Finally, this study has presented some initial considerations and guidelines for the elaboration of specific projects that allow quantifying the quality of services and developing actions that reduce or even eliminate competitive dysfunctions, as well as contributing to future studies regarding the proposition of new models for the evaluation of the quality of services.

Investigating the impact of resilience on job satisfaction and work engagement, and the moderating role of hotel employees’ work experience during the COVID-19 pandemic

This study investigates the relationships among hotel employees’ resilience, job satisfaction, and work engagement. It also explores the mediating role of job satisfaction and the moderating role of hotel employees’ work experience. The hypotheses are examined using data collected from 454 employees working in 4- and 5-star hotels in major cities in Thailand, including Bangkok, Pattaya, and Phuket. Findings highlight the significant effect of resilience on the job satisfaction and work engagement of employees. Job satisfaction is confirmed as a mediator, while work experience is a moderator that increases the influence of resilience on the job satisfaction of senior hotel employees. The discussions and implications of the research findings are presented.

Prediction model for behavioral intention to use E-HRM through awareness in Jordanian five-star hotels

Using web-based technologies in various HR procedures is the concept of Electronic Human Resource Management or E-HRM. It makes a big difference to the efficiency of the business by providing several options for getting things done quickly. Nevertheless, there has been scant investigation into this field, and its maximum potential remains untapped, despite its meteoric rise. The present research also suggests adding the Technology Acceptance Model (TAM) to the E-HRM continuity model to find out what factors affect workers' behavioral intention to use E-HRM systems, and how awareness plays a role in this. In order to help advance E-HRM as a field, this study aims to expand the theoretical bounds of existing research. 400 prospective employees were scouted from Jordanian five-star hotels as part of the convenience sampling procedure used to get the data. Starting in January 2022, the data was collected over one month. We used a Structural Equation Model (SEM) with Smart PLS on the dataset to evaluate our hypothesis. The study found that behavioral intention to use E-HRM is significantly influenced by perceived usefulness, perceived ease of use, trust, and subjective norms. The results only backed up two of the four hypotheses on the moderator effect. Hotel workers will be better able to handle high levels of stress and conduct their jobs more efficiently if the industry adopts E-HRM technology.

The role of affective commitment: Do servant leadership and non-physical work environment promote employee performance?

Maintaining the performance of a quality employee is the biggest challenge of the 4-star hotel industry in Malang City. The pandemic has caused hotels to experience a crisis due to a massive decline in occupancy. The economic crisis has made hotel management pay less attention to employee welfare during a hotel's recovery period. Employee welfare is a trigger for the expected performance instability. This study adopts an explanatory method with a quantitative approach. The study includes 242 participants employed in three 4-star hotels in Malang City. A sample of 151 respondents is chosen through stratified random sampling. Path analysis is used for data analysis. The results indicate that affective commitment, non-physical work environments, and servant leadership substantially impact employee performance. The association between employee performance and servant leadership may be partly influenced by affective commitment. However, affective commitment does not mediate the relationship between worker performance and the non-physical work environment.

IMPACT OF ORGANIZATIONAL CULTURE ON EMPLOYEE’S PERFORMANCE AND JOB SATISFACTION IN HOTEL INDUSTRY

Background: Organisations in hotel industry rely on their workforce for optimum productivity. People contribute their own special set of values and behaviours to their organization. Establishment with positive organizational culture has become important, for maintaining a good position in market also it gives satisfaction of its employees so that organisation achieves its objectives efficiently. Objectives: To explore the impact of organizational culture on employee’s performance and job satisfaction in hotel industry and to determine the relationship between them. Methodology: Descriptive research design was adopted. The research was conducted on employees (n=100) working in a 5- star hotel in Delhi, NCR. A questionnaire was developed consisting of 17 statements pertaining to organizational culture, job satisfaction and employee performance; Correlation was studied by Karl Pearson’s coefficient of correlation Results: Organizational culture was seen to have positive impact on both, job satisfaction and employee performance (r=0.91 and 0.85) respectively. Job satisfaction and employee performance were also found to be positively correlated (0.87). Conclusion: Organizational culture is found to be an important element which highly influences job satisfaction and performance of employees working in hotel industry.

A STUDY OF ERGONOMICS AND ITS EFFECT ON THE HOUSEKEEPING EMPLOYEES

Background: Ergonomics is the science of designing work as per the human body, it is used by the management to make the work processes safe for their workers. Housekeeping involves lots of physical work, therefore it is necessary that such research should be done on housekeeping department employees. Objectives: The objectives of this study were: to understand the application of ergonomics in the housekeeping department, to study the effects and challenges of ergonomics on the members of the housekeeping team, and to explore the awareness of ergonomics amongst the housekeeping employees. Methodology: The research design was a combination of experimental & descriptive. 100 housekeepers from 4 & 5 star hotels in Delhi-NCR were participants of the work. A questionnaire consisting of close ended and few open-ended questions was circulated among the respondents on one to one basis. To study the fatigue rate while working, oxygen and pulse rate of the respondents was also recorded. Data analysis was done on the basis of gender. Results: The findings state that 98% of the housekeeping department employees were aware about the concept of ergonomics and its application in housekeeping. Unfortunately, due to constraint of time and tight work schedule, a housekeeper cannot always follow the practices of ergonomic. Oxygen level decreased (98.15±0.08) after doing the task and the pulse rate increased (95.54±1.52) after completing their task. Conclusion: Housekeepers are exposed to a range of ergonomic risk factors and are prone to posture related injuries. It has also been seen that there is a substantial difference in level of energy lost when the housekeepers are working in a hurry.

Research on Hotel Rating and Development of Star Rating in China

The hotel industry plays an important role in promoting economic growth, creating employment opportunities and providing high-quality services. Hotel rating helps to improve the service quality and market image of the tourism industry. Hotels in China use star rating methods. Since 1988, when the star rating standards were formulated, they have undergone many explorations and practices according to the development of the hotel industry. This study focuses on the development history of China's star rating as well as the current situation. It also finds that there are problems in China's hotel star rating standards, such as lack of adaptability, insufficient fairness, limitations, lack of legal regulation, and homogenized competition. Therefore, it is proposed to put forward corresponding countermeasures in terms of adaptability, transparency, professional quality, laws and regulations of hotel star rating standards, hoping to have a certain reference value for hotel star rating, and at the same time promote the overall development of the hotel industry.

Efforts to Enhance Service Quality: The Roles of Innovation Capability and Service Recovery

This research aims to discuss the service quality issue at 4-star hotels in Medan. Next, build a model on how to enhance service quality. A sample of 560 guests was taken by random proportional from each hotel. Structural equation models with the lisrel software supported. Market orientation influences innovation capability and service quality. Value co-creation influences innovation capability, service recovery, and service quality. Innovation capability influences service recovery. Innovation capability mediation can increase the influence of market orientation on service recovery. Service recovery affects service quality. Integration between functions in hotels, especially information dissemination in formulating policies to increase innovation capabilities, is important to pay attention to. It is important to develop a risk-taking attitude to improve service recovery. Recovery strategies are important to pay attention to in efforts to improve service quality. The role of market orientation needs to be followed by innovation capability to improve service recovery.

Conceptual Approaches in Contemporary Hotel Interiors in Northern Cyprus: Ornamentation and Representation

Cyprus with its rich cultural heritage has been the showcase of ornamentation throughout history with a rich variety of materials, details, and narratives. Integrating ornamentation with its body architecture can be seen as one of the storytellers of these narratives through design elements. After the mid-1990s when casinos had been banned in Turkey, five-star casino hotels became one of the main investment areas in North Cyprus. Together with this new building type and new users’ expectations with a new understanding of holidays, the 21st century brought the changing use of ornamentation in hotel interiors and, hence, decoration came to the fore more than before. Hotel lobbies welcoming the users to their second homes and introducing the hotels’ identities have always been seen as the most important area of hotels by investors, designers, and hotel managers. Sometimes the reception areas were perceived as the living room of the hotel customers where they feel attached culturally, socially, or economically, and sometimes it could be a place where they can feel themselves as one of the characters of ancient history, a king or a queen for a while. Hence, hotel interiors, in general, and hotel lobbies, in particular, acted as a cultural representative, a social status symbol, and a political image of the story told. The aim of this paper is to examine five-star hotel lobbies within the framework of ornamentation through a reading model created with the concepts used by theoreticians. Together with the site visits and visual recordings, the analysis conducted in this paper is based on qualitative data incorporated by a rich theoretical background on ornamentation. The paper tries to highlight the representational value of ornamentation that can help to understand and interpret the spatial transformation of hotel interiors.

Assessing the Impact of Marketing Communication on the Performance of the Hospitality Industry in Akure, Ondo State (A Case Study of Some Selected Hotels in Alagbaka, Akure, Ondo State)

Marketing communication is a management strategy that adopts the use of public relations, advertisement, sales promotion, personal selling, social media, web ads, direct marketing and oral communication as a tool for reaching out to her target audience thus the globally increasing competition in the hospitality operations. The study however examined the impacts of marketing communication and the impact of the social media marketing strategy on the performance of the hospitality industry in Ondo State. Some hotels were selected in respects of hotel ratings where patronage, number of rooms, services and facilities provided remained the yardstick for selection and five hotels were chosen from the State capital, Akure, Ondo State. The study adopted quantitative research. A total of 100 questionnaires were distributed to respondents and 85 questionnaires were retrieved. The results obtained showed overall mean score of 3.70 indicating that marketing communication enhances the performance of hospitality industry and data further showed that the R-value is 0.376a, this indicates that there is a minimum or insignificant relationship between social media and the performance of the hospitality industry with a small amount of 46.6% while the value of R square is 0.141 suggesting that social media has little influence in the amount of 24.3% on the performance of the hospitality industry in the study area. The study concluded that marketing communication plays a major role in the performance of the hospitality industry. The Study recommends that the management of the hospitality industry should devise a policy of marketing communication.

Effort to Prevent and Reduce Employee Turnover Intention in The Hospitality

Purpose: The loss of skilled workers is one of the negative effects of the high turnover rates that the hospitality sector is currently experiencing. Turnover intention refers to an employee's desire to relocate or quit their position. There are several organizational disruptions brought on by this staff turnover. The purpose of this study is to test a research model empirically by examining how job security, perceived organizational support, and transformational leadership affect the intention to leave a company. Theoretical framework: This study employs the Social Exchange Theory, which posits that a balanced exchange occurs between two parties, with recipients typically responding positively when the giver provides something valuable. In line with this concept, the research aims to explore how factors such as job security, perceived organizational support, and transformational leadership influence individuals' inclination to remain in their current employment. Method/design/approach: Quota sampling, which establishes a quota depending on the percentage of each hotel, is the sample method employed. Analysis employing Partial Least Squares was used in this study. In order to ensure that the computations are spread equally, the analysis's findings determine the proportion of the demographic conditions of each employee respondent at 4-star hotels. Consequently, a total of 176 respondents were gathered from the sampling, comprising 123 male and 53 female employees, with the majority falling between the 20–25 age range. Results and conclusion: The findings suggest a positive association between the desire to leave a company and factors such as perceived organizational support, transformational leadership, and job security. Interestingly, the results indicate that enhancing job security could potentially decrease the inclination to leave. However, the study did not uncover significant effects of transformational leadership or perceived organizational support on turnover intention. Research implications: Provide new references in theoretical studies, especially on turnover intention behavior, especially in the hospitality sector. Originality/value: Establish a new measurement mechanism in an effort to reduce turnover intention using different antasedent variables.

Investigating the influence of thriving at work on hotel employees’ service performance with the moderating effect of leader-member exchange

This paper investigates the influence of hotel employee's thriving at work (including learning and vitality) on their service performance, and explores how leader-member exchange (LMX) moderates this influence. The sampling object of the questionnaire is the employees of 5-star hotels in the north, central, and south of Taiwan who are willing to answer the questionnaires. Purposive sampling is employed. In total, 900 surveys were disseminated throughout Taiwan., including 300 each in the north, central, and south. Out of these, 657 acceptable surveys were collected, resulting in a 73% response rate. The research findings show that: (1) learning positively affect service performance; (2) vitality positively affect service performance; (3) LMX negatively moderates the influence of learning on service performance; (4) LMX negatively moderates the influence of vitality on service performance. At last, the paper proposes managerial implications and subsequent recommendations derived from the research findings.

Instagram as a Digital Marketing Tool of a Hotel Brand

Social media marketing is increasingly seen as one of the main ways of communicating with consumers, platforms where visual content is the main form of communication, such as Instagram. The human brain is programmed to not only pay attention to individual resources, but also to the stories that these resources tell. Stories allow humans to relate, inspire, motivate, and often be persuaded, because they mix information with emotion. In marketing, this concept of storytelling focuses mainly on details of a brand's branding. Therefore, although content shared on social networks can reach a large audience, that same content can be abandoned in the same instant, and so marketers must consciously create content that is relevant and interesting to their target audience, that tells the story of the brand and that engage the target audience with the brand. The presence of hotel units on social media, particularly Instagram, is increasingly seen as one of the main tools in the hotel industry's digital strategy. This exploratory study evaluates the role of visual marketing by analyzing how it can impact the performance of Instagram posts from a five-star hotel group brand in the city of Porto, Portugal. 77 Instagram posts were analyzed according to the following categories: day of the week of publication, content creator, engagement dimensions (number of likes, number of comments and number of hashtags), presence of people, topic, visual content analysis method (objects identified and predominant tone), color (description of color and tone) and finally, storytelling (the presence of storytelling in the publication and the type of story). The Google Vision API platform was used to analyze the visual content and color of all the publications collected. This study reveals that hotels should analyze the colors, type of stories, photographic content and topics that have the most positive effect on consumers - making the most of the interaction with consumers, leading them to make a reservation at the hotel. In this sense, the main aspects of visual marketing that are most effective are suggested, in terms of color, topic and storytelling, as well as identifying good visual marketing practices.

Developing and Managing Tourism in the Post Covid-19 Era: Perceptions from Hotel Industry Professionals in Cyprus

As in any other part of the world, the COVID-19 pandemic had a huge impact on tourism in the south-eastern island of Cyprus. Indeed, in a turbulent environment with many challenges that Cyprus’ tourism had to face, such as loss of competitiveness, monoculture of tourism, unplanned development, human resources management issues, etc., the pandemic was considered the most significant, that not only led to the halt of tourism activity – and hence, the partial collapse of the industry - for many months, but also brought into the surface several chronic structural problems of the island’s hospitality business, in terms of management. This paper seeks to examine how the tourism sector and more specifically, hotel enterprises in Cyprus handled the crisis and its consequences. To collect the data, exploratory research was utilised through the form of document scanning as well as face-to-face in-depth interviews with representatives of five-star hotels in Cyprus. Findings revealed that the greatest challenge that hotels in Cyprus needed to face during the pandemic era, was the high degree of uncertainty. All respondents stressed the role of the government and its support and emphasized the cooperation between the public and private sectors on the island. The results of the study would be useful for hotel managers to reduce the immediate impact of the crisis and support the long-term recovery of their operations and expansion, of Cyprus tourism, in a sustainable manner.

Cultural Practices and Food Consumption Behaviour of Guests Dining In 4-5 Star Hotels in Nairobi City County, Kenya

In a culturally diverse market such as Kenya, consumers form a mindset of foods to consume while dining out, have different food preferences, and assume different consumption behavior patterns while making food purchases. Cultural practices may influence their decisions, prohibiting them from eating certain foods. The study sought to investigate the influence of cultural practices on behaviors regarding food consumption of guests when dining out in restaurants found in 4–5-star hotels in Nairobi County. The study’s target population was customers dining out in restaurants in 4–5-star hotels in Nairobi County and respective restaurant managers. A suitable pretest sample of 10 respondents was selected from walk-in customers and three restaurant managers from three restaurants picked from the hotels that were not part of the sample. Cronbach's Alpha obtained from the pre-tested 13 participants was 0.743. The ideal sample size of respondents drawn from restaurants in hotels classified as four- and five-star hotels according to the Tourism Regulatory Authority classification 2016 was determined by proportionate stratified sampling. The sampling technique for the Managers was purposive, selecting each Restaurant's Manager. The estimated number of respondents was 385 from a sample of restaurants in 21 hotels ranked as 4- and 5-star hotels in Nairobi County. Data collection involved questionnaires and direct interviews, yielding an 80.5% response rate with 310 adequately completed questionnaires and seven interviews. The analysis utilized descriptive and inferential statistics, presenting the data in tables, charts, and graphs for each category of variables. The Chi-square Test was employed to assess the relationship between dependent and independent variables at a 95% confidence level. The findings showed a significant association between food taboos and the dining habits of patrons in 4-5 star hotel restaurants in Nairobi County (χ2=8.980, p=0.003), a notable link between cultural beliefs and dining habits in the same context (χ2=22.099, p<0.05), and a significant influence of rituals on these dining habits (χ2=5.361, p=0.021<0.05). The study further established that the decision-making process significantly moderated the relationship between cultural practices and consumption behavior of diners in restaurants in four and five-star hotels in Nairobi County. The study concludes that modern-day food consumption behaviors result from several factors, including culture, taboo, religious beliefs, rituals, and thus food choice diversity. Therefore, 4- and 5-star hotel professionals should factor in the cultural element during menu planning to balance the catering, financial, and marketing policies. Keywords: Cultural influences, food consumption patterns, luxury hospitality, gastronomic tourism, Nairobi city county hospitality.

Hospitality Discourse on Social Media: Evaluating Online Complaints and Service Recovery for Luxury Hotels

The number of hotel visitors who post their personal experiences on online hotel review forums after their trips has increased significantly in the digital age. However, there is limited linguistic research that examines 1) how international travelers communicate online to share their negative hotel experiences and 2) how luxury hotel management resolves complaints and regains customer trust. This study examines electronic word-of mouth (eWOM) in the reviews and focuses on posted by international travelers who stayed at Hong Kong's 5-star luxury hotels and e-replies posted by hotel management groups. The data are based on authentic reviews collected from an online travel review forum. The present study employs appraisal analysis (Martin & White, 2005) and specifically the engagement system to investigate heteroglossic voice in 38 sets of complex e-complaints and responses totaling 17,344 words. The findings contribute to the advancement of professional discourse in hospitality service encounters.

Graduates' Employability: Hospitality Industry 4.0 and Skill Gaps in Egypt

The study aims to examine the alignment between the skills required by the hospitality industry and the skills possessed by hospitality higher education graduates in response to Industry 4.0, which affects graduates’ employability. In addition, the study aims to explore skill gaps in the hotel management curriculum that negatively affect graduates’ employability and to highlight the essential skills that are crucial for hotel operators while recruiting fresh graduates for entry-level hotel jobs. The research instrument comprises 38 skills based on four studies to constitute a broad framework of employability skills. The research targeted a total sample of 145 professional managers, representing five operational managers in 29 5-star hotels in Cairo. The results revealed unalignment between hospitality industry requirements and higher education deliverables, and unfortunately, gaps were identified in all skills. Moreover, the result emphasized the great concern that the hospitality industry gives to soft skills and personal attitudes as a basis for its employability, which demands a careful revision of hotel management curricula to treat any shortages in skills and ensure the fulfillment of hospitality industry requirements to enhance graduates' employability. Keywords: industry 4.0, employability skills, curriculum, soft skills, skill gaps