Hotel Business Research Articles

Challenges and prospects of digital transformation in Georgian hotel business

Challenges and prospects of digital transformation in Georgian hotel business

Social media as a catalyst for hotel business growth: a pls-sem approach in odisha’s smart cities

Social media as a catalyst for hotel business growth: a pls-sem approach in odisha’s smart cities

Correction: Khairy et al. Catalyzing Green Work Engagement in Hotel Businesses: Leveraging Artificial Intelligence. Sustainability 2024, 16, 7102

The authors would like to make the following correction to the published paper [...]

An exploratory study of AI participants' views on using AI in business hotels

This study presents a novel approach to exploring the viewpoints of AI bots regarding the utilization of AI in business hotels using thematic analysis. Interviews were conducted with AI bots serving as the subjects. The rationale for this approach is that AI bots have undergone extensive training using a wide range of data from different internet sources. Therefore, having an interview with an AI bot can be viewed as an interaction with an entity that embodies collective viewpoints and information derived from the internet. The study has unearthed crucial themes that offer invaluable insights to industry participants and policymakers, contributing to the expansion of existing literature by generating novel knowledge and fostering a comprehensive understanding. The pioneering approach of incorporating AI bots as participants in interviews opens up fresh avenues for future research endeavours and engenders discussions and debates concerning the use of AI bots as participants.

Research of the nature of implementation of environmental innovations as a factor of ensuring competitiveness of hotel hospitality business

<p class="MsoNormal" style="line-height: 120%; mso-pagination: widow-orphan; layout-grid-mode: char; mso-layout-grid-align: none; margin: 12.0pt 0cm 6.0pt 147.4pt;"><span lang="EN-US" style="font-size: 10.0pt; line-height: 120%; mso-fareast-font-family: 'Times New Roman'; color: black; mso-themecolor: text1; mso-font-kerning: 0pt; mso-fareast-language: JA;">In many countries of the world, sustainable tourism is developing rapidly, and therefore the application of innovative environmental technologies is becoming an integral part of the development strategies of hospitality industry enterprises, especially hotel business. This trend promotes the introduction of new management systems based on the principles of sustainable development, including resource-saving technologies. In the work, the existing environmental management tools are analyzed and comparative studies of the essence of the application of “green” innovations are conducted using the example of the hotel business enterprises of the Republic of Azerbaijan and the Russian Federation.</span><span lang="EN-US" style="font-size: 10.0pt; line-height: 120%; mso-fareast-font-family: 宋体; mso-fareast-theme-font: minor-fareast; color: black; mso-themecolor: text1; mso-font-kerning: 0pt;"> </span><span lang="EN-US" style="font-size: 10.0pt; line-height: 120%; mso-fareast-font-family: 'Times New Roman'; color: black; mso-themecolor: text1; mso-font-kerning: 0pt; mso-fareast-language: JA;">Studies have shown that the implementation of such innovations and eco-technologies in hotels demonstrates their commitment to environmental responsibility, improves the guest experience, helps save resources and acts as an additional advertising tool. Technological re-equipment and the use of modern materials aimed at reducing the burden on the environment ensure the economic efficiency of hotel business enterprises and increase their competitiveness.</span></p>

Green Human Resources Management Practices at The Green Hotel Business of Hyatt Regency, Yogyakarta (2017- 2022)

Green Human Resources Management Practices at The Green Hotel Business of Hyatt Regency, Yogyakarta (2017- 2022)

How Does the Green and Non‐Green Star Moderate the Effect of Hotel Environmental Strategy on Sustainable Awareness and Green Employee Behavior?

ABSTRACTThe objective of this research is to determine the effects of hotel environmental strategies on sustainable awareness perception and green employee behavior in the hospitality industry. The moderator role of the green star practices in the relationships between the variables has also been searched. The study data have been obtained from the employees of five‐star hotels in Antalya, Türkiye. SPSS package program and Smart PLS were preferred in examining the relationships. As a result, significant relationships have been determined, and the green star practices moderate the relationship between them. Besides, the moderator role of green star practices has been analyzed, and this is the main difference of this research from the other hospitality studies in the literature. In the light of the research results, it can be stated that hotel business managers should empower their employees on green behaviors by increasing their motivation for a sustainable hospitality sector.

Development of an instructional English manual for hotel receptionists in Buriram province, Thailand

This study aimed to achieve three main objectives: 1) to investigate the needs of hotel receptionists in Buriram province, Thailand for learning English for hospitality, 2) to construct an instructional English manual tailored to meet the receptionists’ needs; and 3) to examine the satisfaction of the developed manual. The population of this study consisted of 200 hotel receptionists working in Buriram province, Thailand. The sample was 32 receptionists from hotels in Muang district, Buriram province, selected by purposive sampling. The research instruments included a questionnaire on the need for learning English for hospitality, a satisfaction questionnaire, and a semi-structured interview. The collected data were analyzed using frequency, percentage, mean, standard deviation, and content analysis. The findings revealed that: 1) the hotel receptionists expressed a high need for an instructional English manual, 2) the developed manual was in the form of a mini e-book comprised of five units: greeting and saying goodbye, making reservations, asking and offering help, writing emails for hotel business, and providing hotel and other relevant information; and 3) the satisfaction towards the manual was at the highest level.

Digital transformation of marketing: The case of Düzce province hotel businesses

Today, as in every field, digital transformation is experienced in marketing. This transformation changes the way businesses do business and provides various benefits. For this reason, examining the effects of digital marketing on hotel businesses, which play a vital role in the tourism sector, is crucial. In this context, the study aims to determine the level of use of digital marketing techniques of three-star and above hotel businesses in Düzce Province and the effect of digital marketing activities of these businesses on sales figures. The qualitative research method was applied in the study. The data related to the research were obtained through face-to-face interviews with the managers of 10 hotel businesses in Düzce that meet the relevant criteria. According to the research findings; some observe that hotel businesses operating in Düzce have limited digital marketing investments. However, it has been observed that hotel managers’ level of awareness of the potential of digital marketing is high. It has been determined that hotel businesses use social media and search engine marketing and that front-office personnel carry out digital marketing activities. It is also concluded that there is a positive and strong relationship between digital marketing activities and sales figures of hotel businesses.

Analytical tools for evaluating customer experience in the context of marketing management of service companies

The purpose of this study was to theoretically elaborate the model of formation of customer experience of service organisations at the conceptual level and to conduct a study using the developed tools for its evaluation on the example of the hotel business. The main results were based on the principle of holistic personalism and are obtained using the methods of field marketing research, questionnaire survey of respondents, scoring and index method. The data were processed and analysed using statistical correlation analysis, graphical and matrix approaches. The Customer development methodology was used to form a chain of positive customer reactions. The article substantiates a conceptual model of formation of customer experience in service organizations based on the principles of behavioural theory. The article allocates 2 groups of factors on the example of hotels that form the customer experience: explicit and implicit, and includes 6 factor attributes. Three types of customer experience are distinguished: before the moment of consumption of the product – the expected experience (CX ex en.), at the moment of consumption – as the perceived customer experience (CX at the time), and intentions for future consumption of the service product (CX ex post). To assess them, 4 marketing metrics were proposed to evaluate each type of customer experience. To interpret the results, the values of the indicators are scaled. The carried out testing of the proposed methodology on a sample of 14 four-star hotels confirmed the hypotheses of the study. The proposed theoretical concept and evaluation tools can be further used to develop marketing programmes for Customer Experience Management (CXM)

Catalyzing Green Work Engagement in Hotel Businesses: Leveraging Artificial Intelligence

This study explores green work engagement in response to the global demand for sustainability in businesses and the shift toward green-oriented agendas. Specifically, this study aims to examine how green work engagement (GWE) is affected by artificial intelligence awareness (AIA) through job stress (JS) as a mediator. It also explores the moderating roles of technological self-efficacy (TSE) in the AIA→JS relationship and trust in leadership (TIL) in the GWE→JS relationship. A PLS-SEM analysis was conducted on 392 valid replies from full-time employees of five-star hotels in Egypt using WarpPLS 7.0. The findings indicated that artificial intelligence awareness (AIA) negatively affects employees’ green work engagement (GWE) and positively affects job stress (JS). In addition, GWE is negatively affected by JS. Moreover, TSE negatively moderates the AIA→JS relationship, while TIL negatively moderates the JS→GWE relationship. The study also found a significant mediating effect of JS on the AIA→GWE relationship. The study enhances research on AIA’s impact on JS and GWE, addressing a gap in existing empirical studies on the relationship between these elements in hotels. Overall, the study of green work engagement has the potential to be a valuable contribution to the growing field of sustainable business practices.

English Needs by Hotel Receptionists in Sikka: An Analysis of English for Hospitality

The urgency of this research is to improve the quality of hotel services in the Sikka district by identifying hotel receptionist’s needs and challenges in using English. In addition, understanding the English communication needs of hotel receptionists may provide beneficial insight into the industry of hotels and hospitality. This research aims to analyze the English needs of hotel receptionists and identify the importance of using English and the challenges often faced in communicating using English. This research was conducted in several hotels in the Sikka district using qualitative methods. This research employs in-depth interviews with 4 hotel receptionists to gain comprehensive data. The results showed that good English skills are indispensable for receptionists to serve guests more effectively, provide accurate information, handle complaints or special requests from foreign guests, create positive experiences, and support the growth of the hotel business. In addition, this research found that the main challenges faced by receptionists in communicating using English include a lack of technical vocabulary, difficulty understanding different accents and dialects, and constraints in responding quickly and appropriately in emergencies. Solutions to overcome the challenges are continuous and focused English training is essential to overcome these challenges and improve the communication skills of hotel receptionists. In addition, the use of technology such as translator apps can help language obstacles in real-time. In this case, receptionists can be more confident and competent in using English, thus providing better service to international guests.

The The Influence Of Service Quality, Brand Trust And Customer Perceived Value On Costumer Satisfaction Study Of Amaris Hotel Customer In Indonesia

The hotel business can grow rapidly quantitatively by capturing the market in the tourism sector which continues to grow very rapidly. A hotel company will be able to compete and win market share if the hotel is able to provide good quality products and services. This study investigates the correlation between service quality, brand trust, customer perceived value, and their collective influence on customer satisfaction, focusing study of Amaris Hotel Indonesia. Drawing upon a comprehensive review of literature and employing a quantitative research approach, data were collected from a sample of hotel customers through structured surveys. Utilizing advanced statistical techniques such as regression analysis, the study examines the influence of service quality, brand trust, customer perceived value on customer satisfaction. Target included Amaris Hotel Indonesia customers. A total of 272 valid questionnaires were collected and verified with PASW Statistics 18. The conditions were: Service quality positive and significant impact on customer satisfaction. Brand trust has a positive and significant impact on customer satisfaction. Customer perceived value positive and significant impact on customer satisfaction. This indicates that customers who perceive higher service quality, exhibit greater trust in the hotel brand, and perceive greater value are more likely to be satisfied with their hotel experience. Additionally, this study reveals distinct interactions and moderation effects among these variables, highlighting the complex dynamics underlying customer satisfaction in the hospitality industry. These insights contribute to both theoretical understanding and practical implications for hotel managers seeking to enhance customer satisfaction in a highly competitive market environment.

COST AND MANAGEMENT ACCOUNTING PRACTICES OF 4 AND 5 STAR HOTELS IN KONYA PROVINCE

In the tourism sector today, where competition is intensely felt and high risk and uncertainty are present, businesses need to effectively and efficiently use their resources to sustain their existence. Hotel busineses, established with high capitals, aim to increase their profitability by controlling costs in these challenging market conditions. Especially, hotel businesses facing situations such as seasonal fluctuations in demand and changing customer needs and expectations, need good management and accounting systems for both performance evaluation and strategic planning. At this point, the presence of management accounting, which provides all the financial and non-financial information needed by the managements and affects decision-making, is of great importance for hotel businesses. Thus, the aim of this study is to examine the management accounting practices of 4 and 5-star hotel businesses in Konya province and to determine their current situation. According to the findings of the research, it has been determined that 50% of the hotel businesses have a separate management accounting department, and 58.3% have a separate cost accounting department. In terms of costing approaches, 66.7% have adopted activity-based costing, 58.3% have adopted full costing approach, and the standard costing approach, at 33.3%, is relatively lower compared to others. Moreover, it has been found that the use of actual costing, budgeting activities, performance evaluation methods, and strategic management accounting practices have a high level of benefit for the businesses.

STRATEGI KOMUNIKASI PEMASARAN WHIZ PRIME HOTEL SURABAYA DALAM UPAYA MENINGKATKAN OKUPANSI

This research describes the marketing communication strategy of Whiz Prime Hotel Surabaya in an effort to increase occupancy amidst tight competition in the hotel business. By using a marketing mix or marketing mix which consists of 4Ps, namely product, price, place, promotion. The aim of this research is to explore the marketing communication strategy carried out by Whiz Prime Hotel Surabaya in an effort to increase occupancy. And to find out what plans are used to carry out marketing communications strategies. This research uses a qualitative descriptive method by conducting observation and interview techniques. The results of this research prove that several efforts made by Whiz Prime Hotel Surabaya in implementing marketing communication strategies are good enough to increase occupancy.

Impact on Annual Energy Cost due to Air-Conditioner selection for Hotel Business setup in North India

Energy consumption is a critical factor in determining the overall cost and profitability of a hotel. High energy consumption can significantly increase operating costs, which directly impacts the overall financial performance of a hotel (Filimonau et al., 2011). By reducing energy consumption, hotels can effectively lower their operating costs and increase profitability. This can be achieved through various measures such as implementing energy-efficient lighting systems, optimizing HVAC systems, using smart technologies for better control and monitoring of energy usage, and adopting energy-saving practices in areas such as heating, cooling, and ventilation. Implementing these energy-saving measures can not only reduce the hotel's carbon footprint but also improve its competitiveness in the market (Čingoski & Petrevska, 2018). Additionally, promoting energy conservation in a hotel can also contribute to enhancing its reputation and attracting environmentally conscious guests (Filimonau et al., 2011). Overall, the impact of energy consumption on the cost and profit of a hotel is significant. Keywords Energy consumption, Air-Conditioner Selection, Advance Technologies, Energy Saving, AC Star Rating, Five Star AC, Inverter AC, Split AC, Window AC.

Does high employee performance trigger abusive supervision? Evidence from hotel businesses

ABSTRACT Drawing on the social comparison and moral exclusion perspectives and the social interactionist theory of aggression, this study investigates how employee performance affects abusive supervision through supervisor envy and perceived threat to hierarchy. Data were collected from employees in four- and five-star hotels in various provinces of Türkiye. The research hypotheses were tested by using Partial Least Squares-Structural Equation Modeling. The findings show that high employee performance significantly increases supervisor envy and threat to hierarchy. In turn, supervisor envy and threat to hierarchy significantly increase abusive supervision. Finally, supervisor envy and threat to hierarchy also mediate the impact of employee performance on abusive supervision. Given the lack of previous evidence on these paradoxical outcomes of high employee performance, the present study contributes to the business ethics and hospitality literatures.

Intellectual capital and organisational resilience in tourism and hotel businesses: do organisational agility and innovation matter?

ABSTRACT This paper investigated the impact of intellectual capital (IC) on organisational resilience (OR) in tourism and hospitality businesses, examining the mediating roles of organisational agility (OA) and innovation. A study was conducted at five-star hotels and category-A travel agencies operating in Egypt. 323 responses gathered from middle-level management using the survey methodology. Data was analyzed using PLS-SEM technique. Results revealed that IC positively affects OR, OA, and innovation. In addition, OA positively affects OR, and innovation positively affects OR. Moreover, the relationship between IC and OR was significantly mediated by OA and innovation. The study explored the role of OA and innovation in mediating the relationship between IC and OR, providing valuable insights into the existing Innovation Diffusion Theory framework. This study provides valuable insights for managers and policymakers in the tourism and hospitality industry, particularly in the context of five-star hotels and travel agencies.

FEATURES OF THE DEVELOPMENT STRATEGY OF THE HOSPITALITY INDUSTRY IN MODERN CONDITIONS

The hotel business is one of the key elements of modern entrepreneurship, especially significant in the context of expanding the territorial framework of business, political, and scientific communications; development of sports and tourism, as well as improving the quality of life of the population. The hotel business, both in domestic and international practice, is a promising and rapidly evolving field of entrepreneurial activity, which concentrates a significant potential for development both at the local and international level, capable of bringing stable income. It has been proven that the management strategy of hotel enterprises is designed to ensure economic growth in the conditions of uncertainty of the socio-economic development of the hotel industry, significant innovative changes, expand the horizons of prediction and thereby create the possibility of a timely response of the hotel industry enterprise to those changes that occur in the external environment. It has been established that each of the types of management of a hotel enterprise differs from each other not only in terms of the implementation of its main functions (planning, regulation, forecasting, organization, control, accounting and analysis), as well as in the detailing or consolidation of the implementation of economic, financial, organizational and social indicators, but also, being in a single management system, should be equally focused on achieving the main goal – obtaining the greatest result in the form of hotel and related services with rational use of labor, material, technical and financial resources.

CERTIFICATION OF EUROPEAN HOTEL BUSINESS SUSTAINABLE DEVELOPMENT: CRITERIA, PROGRAMS, ADVANTAGES AND PROBLEMS

Objective. The objective of the article is to determine the criteria, programs, advantages and problems in the field of certification of sustainable development of the European hotel business. Methods. In the research process, the following general scientific methods and methods of cognition are used: methods of scientific abstraction, analysis and synthesis (for the study of theoretical aspects of the certification of sustainable development of hotels, consideration of international certification criteria, certification programs for the hotel industry at the international and national levels, European certification programs, determination of the main limitations and problems in the field of certification of the European hotel business), systematic generalization (to determine the features and advantages of the certification of the European hotel business, the practice of implementing sustainable development approaches in European hotels, directions for solving the problems of the certification of sustainable development of European hotels). Results. According to the results of the research, the criteria for evaluating the implementation of sustainable development approaches by hotels are determined, which include the demonstration of effective sustainable management, the maximization of social and economic benefits for the local community and the minimization of negative consequences, the maximum increase of benefits for cultural heritage and the minimization of negative impact, the maximization of benefits for the environment and minimization of negative impacts. International and European level certification programs for the hotel industry are considered. The advantages of certification of the implementation of sustainable hotel development approaches have been identified, including recognition of hotel business actions, customer attraction, efficient use of resources, reputation improvement, and compliance with standards. Problems in the field of certification of sustainable development of European hotels are singled out, in particular insufficient financing of certification programs to limit excessive dependence on the contributions of certified institutions, prioritization of the environmental dimension with an emphasis on cost savings, lack of connection between certifications and tour operators that contribute to the development of sustainable tourism, ignorance of users regarding the certification of sustainable development, the implementation of certification in hotels solely for the purpose of advertising, which does not involve sustainable management, the existence of a large number of tourism certifications with limited transparency in their processes, which makes it difficult for users to understand their real value from the point of view of sustainable development, difficulties in attracting new and especially in maintaining the certification of already certified institutions. The directions for solving the problems of certification of the sustainable development of European hotels (improvement of financing, expansion of awareness and educational programs, improvement of cooperation and coordination, implementation of innovative technologies and approaches for the sustainable development of the hotel industry) have been determined, which will contribute to the improvement of environmental, social and economic indicators of the hotel business, and therefore and achieving the global goals of sustainable development.