Guest Expectations Research Articles

Service Encounter Front Office Di Yogyakarta Marriott Hotel

Service encounter implemented at Yogyakarta Marriott Hotel, one of the leading five-star hotels in Yogyakarta, Indonesia. Aspects such as interaction with the receptionist, room service, food and beverage service, and complaint handling were analyzed to identify their contribution to building a satisfying guest experience. The hotel utilizes modern technology and implements high service standards to improve efficiency and personalization of service. The findings indicate that the implementation of effective service encounters at Yogyakarta Marriott Hotel plays a significant role in enhancing guest satisfaction and customer loyalty. Well-trained staff, spontaneous actions, and responsive problem-solving skills contribute to creating a memorable stay experience. Efficient check-in and check-out processes, 24/7 room service, and informative concierge services are integral parts of the service encounter offered by this hotel. In addition, personalization of service and small gestures such as surprises for special moments build positive relationships with guests. The study concluded that the implementation of superior service encounters provides significant added value, strengthening the image of Yogyakarta Marriott Hotel as a premier hospitality destination in Yogyakarta. The hotel successfully meets guest expectations by providing a high-quality service experience, which differentiates it from competitors in the hospitality industry.

Impact of Service Quality on Customer Satisfaction in Boutique Hotels

Purpose: The aim of the study was to assess the impact of service quality on customer satisfaction in boutique hotels. Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries. Findings: The study revealed that high-quality service significantly enhances customer satisfaction, leading to increased loyalty and repeat patronage. Key dimensions of service quality, such as responsiveness, reliability, assurance, empathy, and tangibles, play crucial roles in shaping guests' perceptions. For instance, personalized attention and unique, aesthetically pleasing environments typical of boutique hotels contribute positively to the overall guest experience. Additionally, well-trained, courteous staff and prompt service responses further elevate satisfaction levels. The intimate and distinctive atmosphere of boutique hotels allows for tailored experiences, which are highly valued by guests seeking exclusivity and comfort. Ultimately, superior service quality not only meets but often exceeds guest expectations, fostering a strong emotional connection and ensuring that customers are not only satisfied but also likely to advocate for the hotel through positive word-of-mouth and online reviews. This relationship underscores the necessity for boutique hotels to continually invest in service quality improvements to sustain and enhance customer satisfaction in a competitive market. Implications to Theory, Practice and Policy: Servqual model, expectation-confirmation theory (ECT) and Herzberg’s two-factor theory may be used to anchor future studies on assessing the impact of service quality on customer satisfaction in boutique hotels. Boutique hotels should prioritize ongoing training programs that focus on key service quality dimensions, such as responsiveness and empathy. Policymakers should work with industry stakeholders to establish clear service quality standards specific to boutique hotels.

Wistakon Application as Cirebon Smart City Identity Icon

Cirebon, a city rich in history and culture, seeks to modernize while preserving its unique heritage. As part of its Smart City initiative, there is a need for a unifying symbol that reflects its identity and connects its technological advancements with cultural heritage. Wistakon, a symbol rooted in local tradition, is proposed as the ideal icon for this purpose. The study employs a mixed-method approach, including qualitative interviews with local stakeholders (government officials, cultural experts, and residents) and quantitative surveys to gauge public perception and acceptance of Wistakon as a city icon. Additionally, an analysis of successful case studies from other smart cities using cultural icons will be conducted to draw best practices.This research aims to conduct a performance study of the Wistakon Application service as an identity icon for Cirebon smart city. In this research, researchers examine the weaknesses and obstacles that arise when this application is used by domestic tourists. Apart from that, researchers also studied the benefits of the Wistakon application. The literature study used is the Integrated Guest-Operator Framework (IGOF) Theory as a framework for understanding the relationship between tour operators and tourist guests in the context of the tourism industry. This theory emphasizes the importance of integration and balance between the needs and expectations of tourist guests with the strategies and operations carried out by tour operators. Based on the results of the study, researchers concluded that the Wistakon application still needs development, socialization and promotion.

Hak Anak Dalam Prinsip Bisnis DI Industri Hotel (Studi Kasus Hotel di Kota Bandung dan Subang)

Kota Bandung dan Subang merupakan tempat wisata yang menawarkan berbagai hiburan terutama bagi wisatawan keluarga dalam menghabiskan waktu liburannya. Dalam mendukung kenyamanan dan pelayanan agar wisatawan selama menghabiskan waktunya, maka perlu fasilitas pendukung mulai dari hotel dan restoran yang tidak hanya menawarkan pelayanan untuk tamu dewasa namun juga untuk tamu anak-anak. Kehadiran tamu anak-anak masih sering dianggap minoritas oleh pelaku usaha hotel. Hal ini terlihat dari beberapa hotel yang belum mempertimbangkan tentang menu anak dan fasilitas baik berupa produk maupun pelayanan yang memberikan rasa kenyamanan dan keamanan. Penelitian ini merupakan penelitian kuantitatif deskriptif dengan sampel hotel yang di Bandung dan Subang dimana tamunya adalah keluarga. Tujuan dari penelitian ini adalah untuk melihat seberapa penting menu dan fasilitas anak yang dimiliki oleh pengusaha hotel di Kota Bandung dan Subang. Hasil penelitian ini menunjukkan bahwa ekspektasi tamu hotel terkait pelayanan dan fasilitas hotel memiliki nilai interval > 4.21 yang berarti sangat penting. Penilaian dengan nilai tertinggi condong kepada atribut kolam renang dan taman air, kegiatan dan ruang bermain anak serta menu anak lengkap.

Assessment of Users’ Satisfaction Levels in Selected Hotels in Lagos State, Nigeria

The blooming hospitality industry in Nigeria, particularly in major states like Lagos, has witnessed a surge in hotel construction. Ensuring the success and sustainability of hotels hinges on assessing guest satisfaction levels, taking into account the impact of the built environment on the overall experience. Elements such as architecture, design, amenities, and ambience significantly contribute to guest satisfaction. This study aims to assess user satisfaction in hotel-built environments, focusing on functionality, building quality, aesthetics, and hotel atmospherics. It employs a mixed-method approach, combining qualitative and quantitative methods, conducting case studies on selected 5-star hotels in Lagos State. Questionnaires, addressing demographics, frequency of hotel facility use, satisfaction levels, and impact assessment of various hotel elements, were distributed. Statistical measures, including frequency, mean, and standard deviation, were employed for data analysis. The assessment of user satisfaction in selected Lagos State hotels revealed nuanced insights. While parking facilities and room size received moderate to high satisfaction levels, opinions on aesthetic design and interior decor varied. Impact analysis highlighted the significant influence of spatial layout, ventilation, and infrastructure quality on user satisfaction. The findings stress the importance of targeted improvements in specific architectural elements to enhance user satisfaction. Recommendations include a strategic focus on refining parking facilities and room layouts, along with continuous improvements in aesthetic design and interior decor. By tailoring improvements to specific architectural elements based on guest expectations, hotels can contribute to a more gratifying and memorable guest experience in Lagos State.

Sistem Pendukung Keputusan Rekomendasi Hotel Bintang Tiga Menggunakan Kombinasi Entropy dan Combine Compromise Solution

Three Star Hotels are lodging places that offer the perfect balance between comfort, adequate facilities, and affordable prices. With a friendly atmosphere and professional service, the hotel welcomes guests from various backgrounds warmly. One of the problems in choosing a Three Star Hotel is confusion due to variations in quality and facilities among hotels that have similar ratings. Although they share the same categories, the standards and services offered can vary greatly. This can make potential guests find it difficult to choose the right hotel that suits their preferences and needs. In addition, some hotels may not meet guest expectations due to issues such as poor cleanliness or facilities that do not function properly, which can generate dissatisfaction. The combination of Entropy weighting and the Combine Compromise Solution method can be a powerful approach in providing three-star hotel recommendations to potential guests. By combining these two methods, it can produce more informed and objective three-star hotel recommendations. Entropy weighting helps in assessing the relative importance of each criterion, while the Combine Compromise Solution allows us to reach a compromise solution that blends different preferences and criteria. The result is recommendations that are more accurate and tailored to potential guests' needs and preferences. The recommendation results showed that AN Hotel with a value of 1,782 got 1st place, AL Hotel with 1.271 got 2nd place, and YN Hotel with 1,145 got 3rd rank.

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.

Effectiveness of Evidence-Based Design Approaches for Built Environment Professional Education: A Case Study on an Urban Design Studio

Urban built environment professions are facing challenges due to the less predictable future of cities, as well as the increasing expectations from clients and the general public. It is crucial to support and inform these professions with sound evidence in order to promote the sustainability of cities. However, there have been few efforts to introduce evidence-based design (EBD) theories and frameworks into built environment professional education. This study presents an EBD framework for an undergraduate urban design studio. The effectiveness and long-term impact of EBD approaches and the framework presented were examined via learning outcomes, student reflections, and guest comments across two rounds of studio delivery. The reflections and comments were coded and analyzed using NVivo 11. The effectiveness of the EBD approach is confirmed for the premises, development, and effectiveness of urban design proposals that align with the concerns and expectations of professional guests. The wide range of evidence and techniques also fosters cross-disciplinary collaborations. This study sheds light on education in the built environment disciplines, which would further enhance the strength of relevant professions, ultimately contributing to the sustainability of society.

Pengaruh Perceived Value Terhadap Kepuasan Tamu Di Grand Buana Lestari Hotel

Guest expectations are still not in accordance with the facilities offered, lack of interest of guests to visit again, reluctance to recommend the hotel to guests, uncomfortable breakfast atmosphere and efficiency of room service time in fulfillment. . the wishes of the guests. The purpose of this study is to analyze the effect of perceived value on customer satisfaction. The research used in this study is descriptive with quantitative data. The study sample consisted of 122 guests using non-probability sampling. Data was collected using Likert scale. Data is processed with SPSS 25.00. The perception value is in the fairly good category or 47.54%. In addition, the variable of customer satisfaction is in the good category, namely. 46.5% The influence of perceived score (X) affects guest satisfaction (Y), score 11.4% and other factors by 88.6%. The results of multiple linear regression analysis obtained a calculated F value of 1.696 with sig. 0.000 < 0.05, meaning that the perceveid value variable on guest satisfaction has a significant effect, and a t score of 1,302 with SIG is obtained. 0.000 < 0.05

Modern hotel profitability centers: spa and wellness in the Russian hotel space

In the article, the authors, based on the analysis of domestic and foreign theoretical and periodical literature, argue that in the scientific community and in the practice of the hotel business there is no unified understanding of the essence and content of the concepts of «spa» and «wellness» in the hotel space and the interrelationships between these phenomena. The authors believe that in the modern hotel market, a hotel (especially in the luxury segment and the middle price segment) that does not offer spa and wellness services is at a disadvantage in terms of attractiveness to guests. Some hoteliers doubt the role of the spa center as a center of profitability of the hotel, since the value of such an object lies in meeting the expectations of guests, and many guests no longer consider spa centers and related facilities such as a fitness room, swimming pool, etc. as a luxurious addition to the services offered, and the developed hotel spa space is perceived as the standard for a modern hotel concept. The search for a solution to the problem of monetization of the hotel spa has led to the emergence of various economic models for managing the spa division: (1) direct management of the spa infrastructure by the hotel enterprise itself; (2) management by a third party; (3) rental of premises; (4) white label. In the article, the authors consider various methods used by Russian and foreign hoteliers to optimize hotel revenues through the activities of the hotel spa center. The authors conclude that despite all the existing problems, spa and wellness have become an integral component of the modern hotel business. Therefore, hoteliers must learn how to manage this new type of activity using effective economic models, creating original and profitable spa and wellness hotel concepts that harmoniously combine innovation, authenticity and local culture, meeting the specific needs of target segments.

HoReCa: AN ECONOMICAL SECTOR WHICH REINVENTS ITSELF

This paper provides an overview of current trends and challenges within the Hospitality, Restaurant, and Catering (HoReCa) industry. It examines how the industry is responding to these new paradigms, particularly focusing on the evolution of Food and Beverage (F&B) activities to offer guests a distinctive and immersive experience, fostering a sense of belonging. Additionally, it explores how Hospitality and F&B sectors are addressing guest expectations aligned with Environmental, Social, and Governance (ESG) principles, emphasizing minimalist approaches and proposing solidarity and eco-friendly initiatives. Furthermore, the paper discusses the evolving criteria influencing talent acquisition and retention in the HoReCa sector, particularly emphasizing the adaptability demanded by Generation Z, reflecting ongoing changes in the industry.

EXAMINING WATER EFFICIENCY MEASURES FOR THREE- TO FIVE-STAR GRADED GAME LODGES AND FOR RESIDENTIAL BENEFICIATION IN HAMMANSKRAAL, SOUTH AFRICA

Globally, water scarcity has been a concern for the tourism and hospitality sectors, which are significant water consumers. Conflict between lodges and residents can also arise from differing priorities, competition, limited access, and inadequate infrastructure. There are limited studies addressing water governance challenges and equitable water access while balancing conservation, tourism, and local needs. In the arid regions of water-scarce South Africa, particularly in areas hosting game lodges essential to tourism, effective water management is vital in societal terms. In this context, the present study aimed to address these issues by investigating water efficiency measures adopted in game lodges and exploring sustainable solutions for equitable water access for neighboring residents. Effective water governance is essential for balancing conservation efforts, fulfilling guest expectations, and meeting the needs of local communities. Through semistructured techniques, this study explored the adoption of water efficiency measures by residents in Hammanskraal and the neighboring threeto five-star graded game lodges around Dinokeng Game Reserve, South Africa. The challenges that game lodges face is outlined, such as deficient government policy enforcement and insufficient stakeholder collaboration, which hinder the mandatory adoption of water efficiency measures. This suggests the need for stronger regulatory frameworks and better coordination among stakeholders in ensuring the success of game lodges in water management. The specific strategies and technologies employed by residents and lodges to conserve water and manage their resources sustainably were identified. Findings further illuminate the intricate relationship between game lodges, residents, and water resource management, emphasizing the need for harmonious coexistence to prevent social tensions. Additionally, the study exposed gaps in policy, corruption, and inadequate infrastructure, which have led to suboptimal water governance in the Hammanskraal region. Municipal lapses and inadequate monitoring contribute to water management issues, negatively affecting residents. The key knowledge contributions highlighted by the study include the importance of engaging local communities in water governance for more effective and resilient water management practices

The Influence of Training towards Employee Performance; The Mediating Factor of Teamwork at The Ritz-Carlton Hotel, Bali

The Ritz-Carlton, Bali, a five-star resort, received guest feedback regarding employee performance and services. The feedback mostly indicated that the services did not meet guest expectations, and guests expressed dissatisfaction with employee performance. The purpose of this research is to find out the influence of training (X) towards employee performance (Y) with teamwork (Z) as the mediating factor at The Ritz-Carlton, Bali. This research uses quantitative method. The population in this research are all employees at The Ritz-Carlton, Bali, with total sample of 134 individuals that were determined using the Slovin formula. All the data results have successfully passed the validity and reliability tests. Furthermore, the results for all data have also met the criteria of both the inner model and outer model tests. The findings regarding path coefficients and P-values demonstrate that training influences employee performance, training influences teamwork, and training influences employee performance through teamwork, signifying that training holds the greatest influence on performance. However, according to the path coefficient, teamwork exhibits a negative influence towards employee performance. To enhance employee performance at The Ritz-Carlton, Bali, the hotel management may want to consider implementing a regular schedule for employee training initiatives to foster collaboration among their colleagues and improve their overall performance.

ANALISIS PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT FOOD AND BEVERAGES SERVICE DEPARTMENT TERHADAP MINAT BELI PRODUK FOOD AND BEVERAGES INTERCONTINENTAL JAKARTA PONDOK INDAH

This study aims to provide a perspective on the effectiveness of implementing the concept of Customer Relationship Management for the company's business side, examine the benefits that guests can receive for purchasing products and services that have been made and explain whether or not there is a gap between expectations and reality felt by guests at InterContinental Jakarta Beautiful Cottage. The purposes of this study are 1) to provide an overview of the type and magnitude of the gap between guest expectations and the reality experienced in the field, 2) to determine the effectiveness of the role of Customer Relationship Management in building guest loyalty for the treatment or reward that has been provided by the company. The approach used in this study is the Quantitative Method, which obtains primary data from questionnaires as primary data and journals or books as secondary data. The results obtained in this study indicate that the dimensions used in Customer Relationship Management, namely Customer Orientation, Customer Relationship Management Organization and Knowledge Management are proven to be able to trigger Buying Interest which includes Attention, Interest, Desire and Action Dimensions of 43.4% for products Food and Beverages InterContinental Jakarta Pondok Indah. The conclusion of this study is that there are a number of expectations and reality gaps that cause the significance of the influence of the Customer Relationship Management Variable and the Purchase Intention Variable to be below 50% which indicates a not too strong influence. Besides that effectiveness of the type and amount of freebies to loyal members has a fairly good effectiveness, although it is not satisfactory.

Applying TOE Framework for Researching the Intention of Adopting Social Media in 2-3-Star Hotels in Hanoi

Purpose: The study aims at unraveling the factors that impact the intention of adopting social media in 2–3-star hotels in Hanoi. Method: A mixed-methods research design was adopted, synergizing both qualitative and quantitative approaches to afford a comprehensive exploration of the research objectives. Result: Qualitative insights from in-depth interviews reveal participants' perspectives on technology, organizational, and environmental contexts. Quantitative findings from structured questionnaires affirm that user-friendly platforms, management support, industry competition, and guest expectations positively influence adoption intentions. These insights highlight the complex interplay between technological attributes, organizational dynamics, and environmental factors in shaping hotels' inclination to integrate social media platforms. Contribution: The study's theoretical contributions is achieved through the academic discourse. The synthesis of empirical revelations with established theories enriches the theoretical fabric, offering insights that resonate beyond this study's scope. The alignment with TOE framework extends the conceptual underpinnings of social media adoption within the hospitality domain. In practical terms, this study empowers hotel practitioners with actionable insights. The emphasis on management support, resource allocation, guest-centric engagement, and strategic adaptation furnishes practitioners with a compass to navigate the complex landscape of social media integration in 2-3-star hotels in Hanoi.

Guest Preferences And Future Challenges In The Post Covid-19 Scenario- An Exploratory Study Of Hotel Front Office Department

Background:The hospitality industry is recovering, evolving, and adapting itself in the post COVID-19 era through innovative and sustainable practices backed by the use of technology in entire hotel operations. The hotel Front Office department is no exception in utilizing these evolved practices to understand and influence the customer behaviour while exploring all possible measures to enhance the overall guest stay experience in the post- COVIDtimes. The Front Office department plays a vital role in the passage of accurate and timely information required for flawless guest management in the hotels. Throughout the COVID-19 period, the Front Office practices have evolved through different stages depending upon the factors such as guest preferences, safety and security measures, hygienic conditions, sustainability and use of technology. Objectives: The major objectives are to study the post COVID-19 Hotel guest preferences of non-star category hotels with respect to changing scenario in the Hospitality Industry, to analyse the gaps between hotel guest expectations and perceptions in service quality with special mention of the front office department and to highlight the future challenges faced by hotel industry and suggest possible measured to overcome these challenges. Methodology: Hybrid research approach has been adopted in this study. Grounded theory in qualitative research approach with interview and semi-structured questionnaires are the data collection tools. Survey method with structured questionnaire are quantitative data collection tools. Collected data were analysed through content and thematic tools for qualitative data and quantitative data were analysed through descriptive statistics (Mean, SD, percentage) and paired t-test as an inferential statistical tool has been applied in this study for conclusion purpose. Results: Result indicates negative as Expected value – perceived value = - (negative). Conclusion: It is concluded that hotel-guests' are not satisfied as provided facilities are not as per guests' expectation. This study gives overview of guests' expectation. It helps hoteliers for modification of hotel's facilities for the guest. The limitation of the study is that the study is conducted in NCR only. Hotels of the same category in the other cities/town may be conducted for getting actual scenario of the phenomena of the hotels. In addition, the study proposes that hotels should adjust their room and service pricing to reflect the reduced demand during the COVID era. Furthermore, the hotel industry will face ongoing challenges, and hotels must be adaptable to remain competitive. By embracing new technologies, providing distinctive experiences, and implementing sustainable practices, hotels can overcome these challenges and flourish in the years ahead.

Technology Tools in Hospitality: Mapping the Landscape through Bibliometric Analysis and Presentation of a New Software Solution

This study offers a comprehensive examination of the literature surrounding technology and tools in the hospitality industry. A bibliometric analysis was performed on 709 Scopus-indexed publications from 2000 to January 2023, with a focus on identifying key players, institutions, research trends, and the co-occurrence of keywords. The results shed light on the scientific landscape of technology and tools in the hospitality sector, emphasizing the significance of big data and the customer experience in the sharing economy. The study also presents the architecture of new software that offers guests the ability to customize their hotel stay, classified as part of the first cluster in the co-occurrence of keywords analysis. This approach highlights the growing importance of big data and customer experience and makes a valuable contribution to the field by offering a tool for hotel booking customization. Furthermore, the study underscores the importance of collaboration between academic institutions and private companies in providing a mutually beneficial platform that exceeds the expectations of both hotels and guests.

The Insignificant Impact of Eco-Green Concept as a Marketing Strategy in the Hospitality Industry

Batu City is well-known to visitors as one of the leading tourism destinations in East Java Province. This condition raises the rapid growth of the area’s primary and supporting tourism industries. The increasingly rapid business growth has led to stricter business competition and forced business owners in this sector to adapt and evaluate opportunities to maintain the sustainability of their business. Furthermore, various business innovations are carried out by industries hoping that tourists, including the hospitality industry, will still use their companies. One of the hospitality concepts favored by tourists is the eco-green concept, in which hotels implement environmentally friendly values as the primary strategy for attracting tourists. Is this the right decision and strategy? This study aims to assess the level of significance of the eco-green concept as a marketing tool by companies. This research was conducted in Kampung Lumbung EcoBoutique Hotel Batu, where the hotel was the first accommodation to implement the eco-green concept in Batu City since 2006. Data were collected by distributing questionnaires to guests, interviews with hotel managers, observation, documentation, and literature study. Multiple linear regression with practical and relative contributions is used to analyze the effect value. The main results from this study indicate that the eco-green concept does not significantly impact marketing strategies in the hospitality industry. It happens because there are different values between guest expectations and management’s understanding of the concept of an environmentally friendly hotel. The results also show that adaptation to technological advances is needed to meet guest expectations and maximize the concept of environmentally friendly hotels as a marketing strategy to achieve business goals.

ANALYSIS OF SERVICE QUALITY USING SERVICE QUALITY (SERVQUAL) AND SWOT METHOD IN BORDER AREA (CASE STUDY: PT. JABABEKA MOROTAI)

Pavilliun d'loha Resot Jababeka Morotai or commonly called PT. Jababeka Morotai which is managed by Jababeka group which is a company in the management of the first open industrial estate in Indonesia which is listed on the Jakarta and Surabaya stock exchanges since 1994. where the three main pillars in this company are land development, infrastructure, and entertainment venues and hospitality. PT. Jababeka Morotai so far, has never measured the level of visitor satisfaction in the hospitality field with Hotel Guests so that in improving the quality of service and also in overcoming complaints of hotel guests, it is still not carried out properly. Based on the above problems, this study uses the SERVQUAL method and SWOT analysis (strength, weakness, opportunities, Threat). The SERVQUAL method is a method used to find out the extent of differences in reality and expectations for the services received / felt by customers, SWOT is a way to systematically identify various factors in order to formulate a company strategy. The result of the study is the quality of service of the five dimensions of SERVQUAL, the perception value is 4.61 and the Expectation value is 4.32 with a positive gap value (0.28) so that it is considered good because it is in accordance with the level of expectations of consumers or guests. From SWOT, strategies are obtained which maintain prices, increase promotions, advertising, brochures and social media.

How can hotels create sustainable competitive advantages? A resource-based view

ABSTRACT The hospitality industry is facing tough competition due to new actors (i.e. online travel agencies, comparison websites, etc.). Furthermore, Covid-19 has made it worse with travel restrictions and health measures. This study aims to identify the needs and expectations of hotel guests in a post-pandemic context, and how hotels can acquire and manage resources in a strategic way. Analytic Hierarchy Process (AHP) was employed to assess the importance of 9 hotel attributes via pairwise comparison. The data were collected from 537 guests who stayed in 3- and 4-star hotels in Paris from April to June 2021. In addition, in-depth interviews of 19 hotel managers were conducted to gain insights into how they are acquiring and managing their resources. Theoretical and practical implications, and future research directions are presented.