Hotel Executives Research Articles

Conference Tourism: Exploring Economic Prospects in the Post-COVID-19 Era—Qualitative Research on Greek Hotel Executives

As is widely known, the COVID-19 pandemic has affected tourism and related activities globally. Due to the restrictive measures implemented for gatherings and movements in order to limit the spread of the virus, conferences and conference tourism received a strong shock since the majority of them were canceled or postponed. At the end of the first quarter year, many countries, like Greece, started organizing digital and hybrid conferences. Therefore, there was a reset in the conference industry as the time when travel was limited allowed the organizers, as well as others involved, to work remotely. The present study aims to investigate the effects of the COVID-19 pandemic on conference tourism and, more specifically, how hotels and their conference facilities were affected. In addition, the pursuit of potential opportunities through the ‘New technologies’ adopted, as well as the shaping of the industry in the post-COVID-19 era, are studied. This is achieved through a qualitative methodology using semi-structured interviews with 27 executives of hotels that offer conference facilities in Athens, Thessaloniki, Heraklion and Rhodes in order to examine whether this specific sector has adapted to the new reality. The analysis of data in this form of research revealed that the pandemic had benefited conferences to some extent, but only under certain circumstances.

Environmentally friendly practices in Macau hotels before and after the COVID-19 pandemic: hotel executives' perspectives

PurposeThis study seeks to examine motivations, challenges and strategies implemented to sustain environmentally friendly practices in Macau hotels and the effects of the COVID-19 pandemic on such practices.Design/methodology/approachExecutives in sustainability departments of hotels in Macau were purposefully targeted for the in-depth interviews. Ten executives were interviewed either face-to-face or via video call.FindingsThe findings revealed that hotels in Macau implement sustainable practices. The main motivation for their implementation was the need to protect the environment, compliance and business-driven reasons. The major challenge involved the implementation costs. The pandemic had a limited impact on the implementation of these practices.Practical implicationsThe study recommends that the Macau government should establish clear environmental policies and regulations for hotels with guidelines and support systems. Hotels can also benchmark their performance and collaborate on sustainable practices, develop innovative financing mechanisms and cost-efficient waste recycling practices, organize customer education and engagement programs to promote environmentally friendly practices and incorporate crisis management and resilience strategies into environmental strategies.Originality/valueThe current study denotes that the “sustainable development” concept is crucial in Macau because the largely gaming-driven hospitality industry has been developed over the last decade, significantly impacting environmental degradation. This study examined how hotels respond to these environmental challenges and how their responses can be sustained in the long term. The authors suggest the environmental practice indicators that can be helpful for the hospitality industries in Macau. Social and economic implications are discussed based on the findings.

Leadership inclusion theory: a grounded theory study on hotel executives

PurposeThe purpose of this study is to develop a theory that explains how organizations can create a more inclusive atmosphere on the individual, organizational and societal levels. The consequences of an inclusive environment were subsequently developed and explored.Design/methodology/approachConstructivist grounded theory methods were used to collect and analyze data from interviews with 20 hotel executives and their company websites.FindingsThe findings of this study produced a theoretical framework for inclusion in hotel leadership, leadership inclusion theory (LIT). The LIT states organizations must address individual differences, organizational policies and culture and societal norms to develop an inclusive environment. Equity follows inclusion as the value for individual differences makes equitable treatment easier. Finally, diversity increases through increased inclusion and equity.Practical implicationsThe LIT describes steps for managers to take to develop an inclusive environment, establish equitable practices and increase diversity within an organization.Social implicationsThe LIT highlights several unintended exclusion practices and generational attitudes that are common among organizations. By making conscious efforts, managers can take deliberate actions to establish a perceived environment of equality.Originality/valueThe LIT is a seminal theory-building effort grounded in hospitality. It explains the when and why of several phenomena related to inequality in the hotel industry and how to overcome such imbalances.

An Investigation on Hotel Environment Volatility and Low-Scale Hotel Organizational Competitive Strategy

This study examines how the hotel industry leaders prepare in formulating and integrating hotel environmental volatility to align with the organizational competitive strategy. This study offers insight into the researchers to investigate the correlation between hotel environment volatility and organizational competitive strategy and provide hotel managers with more useful approaches for business performance. This study aims to investigate the components of the hotel environment volatility and organizational competitive strategy which has not been comprehensively investigated in the context of low-scale hotel level. The dimensional scale of this study was investigated with a sample of 170 low-scale hotels in the Klang Valley vicinity, Selangor, Malaysia. The respondents were those holding at least an executive-level position and a human resource management team. Two instruments that were required for the study consist of environment volatility rate and hotel competitive strategy. The results show that the overall environmental volatility of low-scale hotel environment volatility was discovered slightly stable. Furthermore, the study finds the degree of uncertainty and the degree of complexity discovered slightly high, meanwhile, the rate of growth was discovered as slightly low. The results show the hotel executives using the defender strategy as their organizational competitive strategy.

Evaluating the COVID-19 pandemic changes on hotel organizational culture

The strong negative consequences caused by the outbreak of the COVID-19 pandemic created the need for a scientific investigation of changes that occurred in the organizational culture of the hospitality industry. This research paper, using the Delphi method, served three purposes. It first assesses the changes that the COVID-19 pandemic has brought to selected cultural components (product, external relations, and entrepreneurship strategy) that shape a hotel’s organizational culture, and determines how it interacts with other stakeholders on an inter-organizational level. Secondly, it links these changes to the three directions of change: formal/revolutionary, informal/evolutionary, and hybrid. Thirdly, it suggests specific policies that help hotel managers better cope with the challenges posed by the COVID-19 era for the organizational culture of their hotel. The impact of the pandemic on the selected cultural components of a hotel’s organizational culture is extensive and to address them (by reducing the negative and strengthening the positive effects), hotels must implement policies aligned with the three directions of change. This research is scientifically original as it bridges a knowledge gap and holds practical value by helping hotel executives gain a deeper knowledge of strategies and tactics that will help them deal with the negative impacts of COVID-19 in specific areas of the organizational culture of their hotels.

THE INFLUENCE OF SHARIA HOTEL INDICATORS TOWARDS ITS COMPETITIVE ADVANTAGE AND GUEST INTENTION TO STAY: AN APPRAISAL

Indonesia, the country with the largest Muslim population in the world, showed an increase in the development of sharia hotels that apply sharia laws and regulations as their operating system. This study aims to explore both hotel executives' and consumers’ perceptions of sharia hotels and the impact on creating the hotel’s competitive advantage, which will affect guest intention to stay. In-depth interviews were completed with hotel executives of sharia and non-sharia hotels as one group and with sharia and non-sharia hotels guests as the other group. In-depth interviews and thick narratives nuance the research processes and inductive data reduction. The interview data were processed using thematic analysis. Two major themes were revealed from the interviews: governments are relatively slow in certifying standard regulations for sharia hotels and there is still a discrepancy concerning the perceptions among hotel executives and customers about what constitutes a sharia hotel. A clear and comprehensive definition of the sharia concept will make public perceptions, both in terms of hotel executives and hotel consumers, stand on the same ground. A conceptual model has been proposed based on the study findings, expected to enrich the body of literature regarding sharia hotel indicators that need to be taken into account by management to build its competitive advantages. Further research employing a quantitative approach is suggested to validate the underlying factors in the model that influence consumers' intentions to stay at sharia hotels.

Upper echelon characteristics and environmental sustainability practices: Evidence from upper echelons in the hotel industry

The global tourism industry's boom has put pressure on achieving hotel sustainability. Managing water, energy and waste is a big challenge for the hotel industry. Upper Echelon Theory can be considered an approach to addressing hotel sustainability challenges. Using data from 23 in-depth interviews of senior hotel executives in Sri Lanka, we examine how upper echelon characteristics affect the environmental sustainability practices of senior executives in the hotel industry in Sri Lanka. The findings reveal that participants with strong attitudes, sound educational background, extensive prior experience, foreign exposure and early exposure to the environment perform better in managing hotel sustainability. These study findings while extending our understanding of upper echelons will benefit hotel investors and tourist regulatory bodies in particular.

Airbnb as a hotel competitor in touristified cities. Perceptions among upscale hoteliers in Barcelona

This study explores the opinions and perceptions that shape narratives among 4-star hotel managers around Airbnb as a competitor, and presents the arguments on which their differences in perception are based. We used an interpretive and emic approach to obtain data through in-depth interviews with upscale hotel executives in the city of Barcelona in its present state of touristification. The results suggest that the dominant discourse among hoteliers is sceptical as to the extent to which Airbnb is replacing hotels. However, some hoteliers perceive Airbnb as a threat requiring a proactive, unified response by hotels taking into account the urban environment and the neighbourhood where they are located.

The Role of Marketing Function in the New Product Development Process in the Hotel Industry

Purpose: The purpose of this study was to investigate the role of marketing function in New Product Development(NPD) in the hotel industry.
 Method: In the research, using in-dept interviews with ten hotel managers and executives in the UK and South Korea, data were collected in the area of NPD.
 Results: Overall, this research found that categorization of new products in general in not fully applied to the hotel industry, due to their varied characteristics, including intangibility, heterogeneity, perishability and inseparability. However, the predevelopment stages was emphasized by the entire process and to a perversion of the concept of the product itself. In order to launch a new product successfully, the role of marketing is more than ever vital, leading activities in the commercialization.
 Conclusion: In conclusion, the results of this paper suggest that sophisticated market research is not performed as part of the process, but it is carried out throughout the process to monitoring market changes in the hotel industry. This study, furthermore, require into the specific NPD framework with a specific example of a new product in an organization, which would contribute to setting more systemic behavior for practitioners of NPD in hotels.

Crisis management practices during the COVID-19 pandemic: The case of a newly-opened hotel in Bali

The global COVID-19 pandemic—and the ensuing safety measures—has inflicted a debilitating blow against the lodging industry by transforming tourism patterns and discouraging travel. Guided by tourism disaster management framework and the contingency theory, this study attempts to explore the crisis management practices (CMPs) conducted by the leaders of a newly-opened hotel in Bali, Indonesia, during each phase of crisis. Through an interview with eight hotel executives, the findings of this study provide both theoretical and managerial implications for comprehending CMPs during the current circumstances. As the pandemic has not yet ended, a company that has reached the resolution phase may revert to the emergency phase, or worse. Therefore, this study also recommends considering the advantages of communication, contingency plans, open leadership styles, organization culture, past experiences, and business continuity as the principle tools with which to increase the chances of successful CMPs. These findings may also prove to be significant to other areas of the tourism sector beyond the hotel industry, as well as to other cultural tourism destinations outside of Bali.

Attracting Generation Z talents to the hospitality industry through COVID CSR practices

PurposeThis study aims to examine how COVID-related corporate social responsibility (CSR) activities affect future Generation Z employees’ intention to join the hotel industry through experimental designs.Design/methodology/approachBased on signaling theory, construal level theory and value theory, this study established an integrated research framework to explain the mechanism of CSR communication. The proposed study conducted three online experiments on a total of 463 participants. ANCOVA test and PROCESS macro were performed to analyze the data for main, mediation and moderation effects.FindingsThe results of this study indicate that in-kind donation is more efficacious in improving Generation Z’s job pursuit intention, as compared to cause-related marketing (CRM). CSR messages framed in a “how” mindset are favored by Generation Z members who are either unemployed or eager to change their current job. The findings also confirm the effect of brand warmth as a mediator and other-regarding personal value as a moderator.Research limitations/implicationsThe present study contributes to the limited knowledge on CSR initiatives by addressing the research gap of future employees and examining CSR as a response to COVID-19. The findings also provide hotel executives actionable implications to plan and communicate future CSR programs, especially during times of crisis.Originality/valueThis study is one of the first studies to address Generation Z employees and to investigate the role of CSR initiatives on future hotel workers.

How Task Technology Fits with Employee Engagement, Organizational Support, and Business Outcomes: Hotel Executives’ Perspective

ABSTRACT The unpredictable external environments, constraints of internal resources, and changes in the behaviors of hotel guests create a challenge for hoteliers to initiate the latest technology advancement. This study aims to explore how hotel executives consider external criteria and employ internal resources (e.g. employee engagement and organizational support) for technology adoption decision making and planning. This work further evaluates business outcomes after technology implementation. From the extension of task–technology fit theory, a qualitative research is conducted by interviewing 14 hotel executives about technology implementation in the front office and housekeeping departments. Results indicate the influences of cost reduction, cost effectiveness, competitors, customer feedback, management strategic planning, and latest industry trends on advanced technology initiatives. The outcomes of employee engagement vary according to age, education background, and self-learning attitude. Hotel support for trainings is necessary for employee productivity enhancement. Furthermore, technology adoption benefits the financial (e.g. cost reductions of labor and maintenance) and nonfinancial outcomes (e.g. customer satisfaction and employee satisfaction) of hotels. The theoretical development and managerial implications are further discussed.

A Multidimensional Analysis of Robotic Deployment in Thai Hotels.

Several hotel businesses are interested in robotic deployment to improve customer service, enhance hotel productivity, and gain a competitive advantage. In this study, I deployed a robot in a real working environment to explore stakeholders’ perceptions and investigate factors involved in robotic deployment in Thai hotels. A qualitative research method, interpretative phenomenological analysis, was utilized. As there was no robotic deployment in Thai hotels, Peanut, a navigation service robot, was temporarily assigned to work in the hotels to allow key informants—hotel executives, human resource managers, reception managers, hotel staff, and hotel guests—to understand the phenomenon and experience robotic deployment. The findings revealed that stakeholders in Thai hotels accepted the robot; however, this acceptance was contingent on various robot, human, and organizational dimensions. Greater user acceptance can promote more widespread robotic deployment. This study has important implications for human–robot interactions in the hotel industry, especially in Thailand where this technology has not yet been applied.

Impact assessment of contemporary international and national accounting standards adoption: evidence from Greek hotels

PurposeThis paper aims to offer new insights on how the adoption of contemporary international accounting standards can affect the financial performance of a hotel. It provides significant input for strategic decision making in property management, especially in countries where hotels properties are given a choice between different accounting standards.Design/methodology/approachData was collected from 3-, 4- and 5- star hotels in Greece, through primary research with questionnaires, filled by hotel financial managers. Greece was selected because hotels can choose between national and international accounting standards; therefore, the research could focus on actual factors beyond mandatory adoption.FindingsMicroeconomic factors such as category or legal form of the hotel in combination with other factors can affect the perceived benefits of the selected accounting standards. Macroeconomic factors such as the overall tourism development of the destination also affect the perceived impact.Research limitations/implicationsThe research was targeted at hotel executives with knowledge and participation in decision making regarding accounting standards. This requirement limited the sample since all hotels do not have a financial manager position.Practical implicationsThe new knowledge can be utilized in property management as an element of hospitality strategic planning for improved assessment of anticipated effects resulting from the adoption of specific accounting standards.Originality/valueThe research fills a gap in existing knowledge by introducing elements not previously examined; additionally, it expands previous knowledge from other sectors to hospitality and tourism, while verifying or rejecting past findings.

Kiosks as self-service technology in hotels: opportunities and challenges

PurposeThe advent of technology has played a crucial role in changing the landscape of the hospitality sector. One such technology is the adoption and installation of kiosks in hotels. While some of the hotels have adopted and installed kiosks for self-services, the other hotels are still not very comfortable with the idea of self-service. This paper aims to explore the possibilities, challenges and issues that hoteliers face while dealing with self-service kiosks, it further investigates the customer’s perspective and its benefits to the end-user.Design/methodology/approachThis study has assimilated data from hotel managers and executives that have deployed kiosks. This study involved the collection of primary data through structured interviews. Eight different hotels from the UK and India have been compared and analyzed to formulate subcategories to answer the research questions. A total of 200 customers from both the countries were approached to get the primary data; the customers were from the same hotel where the hotel executives and managers were interviewed.FindingsThe customers accepted Kiosks as easy to use, fast to run, fun to operate, but, lacking human interaction and counter language issues were simultaneously discussed. Kiosks have been emerging as self-service technologies in hotels and play a key role in reducing bottlenecks in hotel operations. The technology anxiety and counter service argument is merely a transition phase that will fade away gradually. However, the financial feasibility and the level of adoption depend upon the level of operations and the demographic characteristics of customers.Research limitations/implicationsThe dependence of data from the person interviewed and their biases for answers, along with the trust and credibility of the data available online remain the biggest challenge. Increasing the sample size and more participation from different hotels would have made the study even more useful.Originality/valueThe research seeks to eliminate the gap in research by studying both the hotels' and the customers' perspective toward kiosks deployment in hotels. The results of the study would highlight the potential challenges being faced by hotel operations and opportunities they perceive in kiosks installation, therefore the results are very useful for hotels, hoteliers, academicians and students pursuing a career in the hospitality sector.

Why do hotels find reducing their carbon footprint difficult?

PurposeThe term “carbon footprint” emerged during the early 2000s, but many hotels remain unaware of what they should do to implement a comprehensive programme to reduce carbon footprint despite having some environmental measures. This study aims to investigate the barriers to reducing hotel carbon footprint and to explore why many hotel managers remain bystanders.Design/methodology/approachIn-depth semi-structured interviews were conducted with hotel executives to understand what hinders hotels’ implementation of comprehensive programmes to reduce their carbon footprint. The NVivo 11 software package was used to organise data and code the transcribed interviews to identify patterns and themes.FindingsThe findings identified several main barriers. They were (1) a lack of understanding, (2) a lack of owner initiative, (3) difficulty with measurements, (4) a lack of stakeholder coordination and support, (5) a lack of a strong mediator, (6) balancing interests and (7) risky investment. The findings of this study suggest some specific strategies for overcoming these barriers.Research limitations/implicationsThe study sample was restricted to the Hong Kong hotel executives interviewed; therefore, the findings will not reflect the full picture of managerial perceptions. Drawing on the foundations laid by this study, researchers could collect quantitative data from hotels in other countries to conduct a cross-cultural study.Originality/valueVery few studies have investigated barriers to carbon-footprint reduction programmes. Specifically, none have been published in the hotel environmental management literature. This study represents a preliminary step towards understanding the barriers that prevent hotels from implementing the programmes.

A CASE STUDY OF KNOWLEDGE MANAGEMENT PRACTICES AT THE INTERCONTINENTAL HOTELS’ GROUP

Purpose of the study: This study aims to gain an understanding of how (and if) the InterContinental Hotels Group (IHG) manages knowledge to create value.
 Methodology: Publicly available data about the IHG were assessed using Pawlowski and Bick’s (2015) Global Knowledge Management Framework (GKMFW) to determine the extent to which the IHG is implementing knowledge management (KM). Four experts reviewed the findings for validation.
 Main findings: Knowledge management (KM) practices are used by the IHG at a basic level. Data collected in this study indicate that the IHG is not connecting KM processes in its strategy. This research highlights that the IHG and potentially other hotel companies could integrate KM to enhance their performance.
 Applications of this study: The study’s findings are important for hotel industry stakeholders (academics, hotel executives, owners, etc.), assisting them to better understand “hotel KM”. Stakeholders are encouraged to implement holistic and purposeful KM programs (i.e., a framework), potentially delivering more value to their organizations.
 Novelty/Originality of this study: This study is the first attempt to investigate KM activities in one major standard-setting hotel company (SSHC), as defined by Boardman and Barbato (2008). It highlights the limitations in hotel-specific KM research and the limited way in which KM is being applied in the InterContinental Hotels Group (IHG). It not only identifies a gap in the literature about KM in the hospitality industry but starts to fill this gap.

The evaluation of the CSR activities from the Hungarian hotel managers’ point of view

ABSTRACT Over the last few decades corporate social responsibility (CSR) has become an important issue. Increasing pressure from the stakeholders has forced tourism companies to adopt different environmental and social practices into their operation beyond their economic interests and legal requirements, on a voluntary basis. The purpose of this study is to analyse the importance of the CSR activities in different types of hotels from the Hungarian hotel managers’ point of view. A total of 61 hotel managers participated in this study. Based on the results, CSR activities related to the hotel guests are the most important initiatives in the Hungarian four- and five-star hotels. Hotel executives reported that customer satisfaction, cost savings and branding-related outcomes were the main reasons for CSR implementation.

Influencing stakeholders to reduce carbon footprints: Hotel managers’ perspective

• Qualitative data were collected from hotel executives. • The main stakeholders involved in hotel carbon footprint reduction are identified. • Generic and indirect influencing strategies are the most common strategies used to influence internal stakeholders. • Non-coercive, generic influencing and direct influencing strategies are appropriate for influencing external stakeholders. • Partnerships with consultants, environmental NGOs and the wider community lead to win-win situations. Reducing the carbon footprint is an important strategy in addressing the greenhouse effect. Some businesses in the hotel industry have started to consider implementing programmes that involve their stakeholders so that they can reduce their carbon footprints together. However, little research into how hoteliers influence their key stakeholders has been conducted. The aim of this study is to identify who hotel managers consider to be their key stakeholders and what strategies they use to encourage the stakeholders to act co-operatively. These issues are examined by taking a qualitative research approach, in which data were collected from 22 hotel executives through in-depth interviews. The findings reveal the stakeholders identified by the executives are hotel owners, employees, customers, hotels/hotel owners’ associations, governments, consultants, investors, suppliers, environmental NGOs and the wider community. The different influencing strategies used with these stakeholders are discussed.

The impact of transactional and transformational leadership on employee intention to stay in deluxe hotels: Mediating role of organisational commitment

This study examines the impact of both transformational leadership (TFL) and transactional leadership (TCL) on employee intention to stay (ITS) in deluxe hotels. It also examines the mediating role of organisational commitment (OC) in the relationship between leadership styles, i.e. TFL and TCL, and ITS. A pre-tested questionnaire survey was self-administered to front-line employees in deluxe hotels in Egypt, where these leadership styles were prominent. The key findings showed that TFL has more positive impact on OC and ITS than TCL. Affective commitment (AC) and normative commitment (NC) were found to partially mediate the relationship between both leadership styles and ITS. Employees exhibit higher ITS when they perceive proper leadership practices, especially TFL. Hotel executives should place more emphasis and investments on TFL to effectively achieve OC and positively influence ITS which is critical for the hotel industry that often suffers from high employee turnover.