Hotel Guests Research Articles

Impact of environmental awareness and knowledge on purchase intention of an eco-friendly hotel: mediating role of habits and attitudes

PurposeThis study explored the impact of environmental awareness, knowledge, habits, attitudes, subjective norms and perceived behavioural control on purchase intention towards an eco-friendly hotel from a hotel guest perspective. The mediating role of habits and attitudes in the relationships was also examined.Design/methodology/approachAnchored on an extended theory of planned behaviour (TPB) model, the study employed a quantitative method through a self-administered questionnaire. Convenience and snowball sampling approaches were used to select 241 respondents. Structural equation modelling was adopted to examine relationships between constructs.FindingsResults showed that hotel guests’ perceived environmental awareness positively influences their habits and that environmental knowledge positively affects their attitudes. Hotel guests’ habits, attitudes and perceived behavioural control also influence their purchase intention towards an eco-friendly hotel. In addition, habits and attitudes have a mediating effect on the relationship between environmental awareness and knowledge and purchase intention.Practical implicationsHotel operators should implement marketing campaigns to arouse hotel guests’ eco-friendly habits and attitudes by promoting environmental awareness and knowledge such as energy saving initiatives and green activities, which can increase their purchase intention.Originality/valueThe findings extend the current hospitality and tourism literature advocating for the mediating role of habits and attitudes with the consequence of environmental awareness and knowledge about purchase intention. Moreover, this study increases the original TPB’s predictive power in the context of eco-friendly hotels by adding complementary constructs.

Teaching English to Food and Beverage Staff: Problems, Challenges, and Possible Solutions

English is undoubtedly one of the requirements in the hotel and hospitality industry. All hotel staff are required to be able to communicate in English, especially those working in international hotels. This also applies in Indonesia where some international hotels are operating in big cities such as Jakarta. Unfortunately, only a few of the Indonesian hotel staff, including food and beverage employees, have adequate English language competence. Therefore, English training is a must for those working in the hotel industry. The present study, then, was carried out to investigate the problems and challenges of teaching English to food and beverage staff because they communicate with Indonesian and international hotel guests very often, for example, during breakfast, lunch, and, dinner. Careful observation was conducted to look into the problems and challenges, i.e., language problems, trainees’ speaking skills, and in-classroom- participation of each trainee. The findings revealed that most of the food and beverage staff could not communicate in English appropriately and accurately. They were not able to use proper expressions in particular situations with the hotel guests. Meanwhile, the challenges included the use of inappropriate ‘fossilized’ expressions. This implies that there should be solutions to overcome the problems and face the challenges of teaching English to food and beverage staff. Keywords: English, food and beverage staff, language competence

The Influence of Location on The Decision to Stay at Swiss- Belhotel Harbor Bay

This study investigates the influence of hotel location on guests' decisions to stay at Swiss-Belhotel HarbourBay, a well-known hotel in Batam, Indonesia. The hotel offers all of the necessary amenities, and its workersprovide excellent service. The hotel's position, in a row of commercial shophouses in Harbor Bay and remotefrom major roads, is thought by hotel management to have an impact on the number of tourist visits, which isless than ideal. The study's goal is to research the relationship between hotel location and guest decision toremain, identify the important factors that influence guest decision to stay, and determine the impact on hotelroom sales. The study used a quantitative techniques methodology. The findings indicate that hotel location iscritical in deciding hotel location, with elements such as access, visibility, traffic, parking, and environment allinfluencing guests' decisions to stay. The study also identifies the factors that influence a guest's decision tostay, including product selection, brand selection, dealer selection, purchase timing, purchase quantity, andpayment method. The study's findings have major significance for hotel management, emphasizing thenecessity to shift hotel locations to boost overall hotel room sales. The alternative hypothesis is proven wherehotel location influences guest’s decision to stay with the formulation Y = 45.546 + 0.756X with a coefficient ofdetermination of 64.9%. This research suggests that hotels need to consider the location of a hotel beforebuilding a hotel so that it is easily accessible to potential guests.Keywords: Hotel Location, Guest’s Decision to Stay, Accessibility

An Investigation of How Hotel Image, Hotel Service Quality, Guest Loyalty, And Guest Experience Influence Luxury Hotel Guest Revisit Intention in Thailand

This study examines the factors influencing the likelihood of luxury hotel guests returning for future visits. Drawing from existing literature, the author identified five underlying factors and 18 observable factors, leading to the formulation of nine conceptual hypotheses. The sample consisted of 317 guests from ten 5-star luxury hotels in Thailand. Utilizing structural equation modeling (SEM) with LISREL 9.10, it was determined that all variables in the model positively impacted the intention of luxury hotel guests to revisit, explaining 81% of the variance collectively (R2). Among these factors, hotel image emerged as the most significant predictor, followed by hotel service quality, guest loyalty, and guest experience. Notably, it was observed that there were strong connections between guest experience and service quality, as well as hotel image and service quality. Additionally, eight out of nine hypotheses received empirical support. This study underscores the importance of luxury hotels fostering a workforce aligned with the brand's values, as staff play a pivotal role in influencing guest revisit intentions. These findings hold particular relevance as the tourism and hospitality industry navigates the post-COVID-19 recovery phase.

Understanding Customer Experience for Sustainable Innovation: An Integration of Conscious and Unconscious Perspectives of Theme Hotel Guests

Understanding Customer Experience for Sustainable Innovation: An Integration of Conscious and Unconscious Perspectives of Theme Hotel Guests

Prediksi Jumlah Tamu Hotel di Provinsi NTB dengan Metode Monte Carlo

West Nusa Tenggara (NTB) Province is a leading tourism destination in Indonesia, which requires predictions of the number of hotel guests for effective planning and resource management. This research aims to predict the number of hotel guests in NTB in 2025 using the Monte Carlo method, which is able to handle data variability and uncertainty. The data used is the number of guests from 1 to 5 star hotels during 2022. The simulation results show fluctuations in the number of guests throughout 2025 with the highest peak in December, especially in 3 star and 4 star hotels. The Monte Carlo method has proven to be effective in providing accurate predictions. accurate and reliable. The implication of this research is that stakeholders in the NTB hotel and tourism sector can use the results of these predictions for better strategic planning and decision making. This research is limited to data for 2022, so it is recommended that further research use data with a longer time span and consider external factors that influence the number of hotel guests. Combinations of other prediction methods can also be explored to improve the accuracy and reliability of predictions.

Technology and Innovation: Analyzing the Heterogeneity of the Hotel Guests’ Behavior

The study intends to identify and analyze different consumer segments. For this purpose, we examine why customers turn to electronic word-of-mouth (eWOM) before making a purchase and how they perceive a hotel’s information and communication technology (ICT) and relational innovation after making a purchase. The objective was empirically tested with data from a panel of consumers who stayed at hotels during the post-pandemic recovery period in Spain. In total, 393 valid questionnaires were obtained. The estimation of a finite mix model was applied to identify guest profiles. Estimation identified three guest profiles where the perceptions of the hotel’s relational innovation and ICT present a high discriminant power in the first two segments. Moreover, compared to the second segment, the first group is characterized by the low impact level of these variables. On the other hand, the motivation to consult eWOM in the prebooking stage significantly influences all three groups; however, the guests of the third segment present less motivation than the rest. Hotel managers may consider ICT, relational innovation, and eWOM factors when segmenting consumers. Understanding this would enhance the company’s service delivery and the hotel’s competitiveness. The contribution of this study lies in considering ICT, relational innovation, and eWOM as novel factors that help identify different guest profiles.

Pragmatic Language Style Found in Hotel Industry in Labuanbajo: A Cyberspace Linguistics Study

It is acceptable if educators who utilize ESC sources as teaching aids continue to center their efforts on ESP. However, people's thought patterns and linguistic behaviors have changed in step with shifts in people's mindsets, particularly those of hotel service consumers who are experts in hotel services. This article focuses on analyzing the lexical meanings and language styles that the hotel business frequently utilizes to market its goods and services online. In addition, the way that hotel visitors write in their remarks on Tripadvisor. The ultimate goal of this research is to give vocational schools the knowledge they need to teach language in a way that corresponds with the forms and styles of communication that are now in use in the hotel sector. This study's methodology is qualitative, employing an ethnographic technique approach to the research design. Zgusta's (1971) lexical meaning was the theoretical frameworks employed in this research. The findings of the study indicate that informative language forms are more frequently employed than contentious ones. Presupposed meaning, evoked meaning, expressive meaning and propositional meaning are the three forms of lexical meaning that are frequently employed in hotel industry and guests’ comments.

Sustainability-oriented service innovation and customer satisfaction in hospitality: Assessing the impact of value co-creation, ecological knowledge and gender

In response to recent research calls on sustainability, innovation and consumer behaviour, in this article, the following objectives are pursued: (1) to empirically test the relationships between the newly introduced variable, the so-called ‘sustainability-oriented service innovation’ (SOSI), ecological knowledge and value co-creation; (2) to observe whether SOSI, ecological knowledge and value co-creation boost customer satisfaction; and (3) to examine the moderating effect of gender on the proposed relationships. The data were collected through a panel of hotel guests applying quota sampling in Spain in 2020. In total, 405 valid questionnaires were obtained. The partial least squares structural equations modelling was used to analyse the data, test hypotheses and conduct a multigroup analysis. The results allow a contribution to the body of knowledge by observing the advantages of simultaneous implementation of sustainability and innovation in the hotel industry through a novel approach such as SOSI. The finding supports the SOSI effect of SOSI on value co-creation. However, it is shown that the effect of SOSI on satisfaction is significant only if value co-creation acts as a mediator. Ecological knowledge is also a significant antecedent of SOSI and satisfaction; however, it impacts value co-creation indirectly through SOSI. Furthermore, significant moderating effects of gender were found in the relationship between SOSI and value co-creation, highlighting the more robust relationship between variables for women. Finally, regarding practical implications, the results reinforce the importance for hotel managers to develop innovative and sustainable actions and interact with the clients to increase their satisfaction.

Improving travel experience for hotel guests: Policy recommendations for pet-friendly hotels

Pet-friendly tourism is a modern trend that has recently attracted a lot of attention. This paper offers a broad-perspective view related to the desire of people to travel with their pets and the implications for hotels where pet owners co-exist with other tourists who may not be equally fond of pets. Quantitative and qualitative studies are used for combining the views of hotels with those of tourists, to identify solutions that can improve the experience for guests both with and without pets. Results from studies are compared with recent literature findings, with emphasis on reasons and motives of tourists and hotels and the resulting policy implications. Evidence suggests that a three-fold dynamic interaction exists between hotels, guests with pets, and guests without pets, and the hotels must consider certain identified important factors and apply specific policies to successfully manage this challenging interaction.

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.

The Role of Sustainable Food in Enhancing Customer Experience in Luxury Hotels

The adoption of sustainable food practices in the hospitality industry, especially within luxury hotels, has gained considerable attention in recent years. This research paper examines the role of sustainable food in enhancing customer experience in luxury hotels, motivated by the growing emphasis on environmental responsibility and the increasing demand for authentic and ethically sourced culinary experiences among hotel guests. The findings demonstrate a strong positive correlation between implementing sustainable food practices and enhanced customer experience in luxury hotels. Guests exhibit higher levels of satisfaction and loyalty towards hotels that prioritize sustainable sourcing, waste reduction, and eco-friendly culinary practices. The study identifies specific sustainable food attributes that significantly influence customer perceptions and preferences, contributing to a more positive and memorable hospitality experience. These research findings are valuable for luxury hotel management, offering insights into the benefits of integrating sustainable food initiatives to boost customer satisfaction and loyalty. Additionally, the findings underscore the importance of aligning luxury hotel offerings with the evolving consumer preference for sustainable and responsible dining experiences. KEY WORDS : Hotels, Sustainable food, Customer Experience

The translator and the scapegoat: On mimetic desire and intercultural mediation

In the summer of 1993, several poets and musicians, many of Alevi descent, were staying at the Madımak hotel in Sivas (Turkey) for a festival. One of the hotel guests was Aziz Nesin, a Turkish author who had controversially announced a translation of Salman Rushdie’s The Satanic Verses, a book widely condemned for its alleged blasphemy. On July 2, a large crowd marched on the hotel after Friday prayers and set it on fire. Thirty-seven people were killed, and many others wounded. This article discusses the case of Nesin and his connection to what is known as the Sivas massacre. Our study of this event seeks to examine the multilayered relationship between acts of intercultural mediation and outbursts of collective violence. We argue that this relationship can be clarified by drawing on the work of René Girard, whose writings on scapegoating and sacrificial violence survey the multifaceted interaction between human aggression and imitation. We introduce Girard’s work and consider the assumptions behind it in the light of previous work on translation, narrative and conflict. Against this theoretical background, our discussion of the Sivas massacre in relation to the Satanic Verses seeks to contribute to a better understanding of the role of agents of translation as potential catalysts as well as victims of collective violence.A synopsis of this article can be found here.

Effect of Service Quality on Hotel Guest Loyalty with Hotel Guest Satisfaction as an Intervening Variable in Five-Star Hotel

The tourism sector is one of the sectors that supports regional and national income. The tourism sector includes hotels, tourist attractions, and other sectors that support the tourism sector. Tourism has an important role in increasing the country's foreign exchange by increasing the number of tourists. The hotel becomes a company managed by the owner by providing services and facilities and is paid according to the services received without special approval. Hotels are used as an alternative accommodation that is sought after by immigrants, therefore hotel prices are very influential in attracting tourists. The purpose of this research is to analyze effect of service quality on hotel guest loyalty with hotel guest satisfaction as an intervening variable in Five-Star Hotel. The approach in this research is a quantitative approach. Population in the study were guests at Five-Star Hotel in Medan City. Sampling technique in this research carried out through purposive sampling. Sample in this study were guests who had stayed at least twice at Five-Star Hotel in Medan City. The number of samples in this study based on the Slovin formula was 100 respondents. Hypothesis testing in this research uses path analysis. The research results show that service quality has a significant effect on hotel guest satisfaction in Five-Star Hotel. Service quality has a significant effect on hotel guest loyalty in Five-Star Hotel. Hotel guest satisfaction has a significant effect on hotel guest loyalty in Five-Star Hotel. Service quality has a significant effect on hotel guest loyalty through hotel guest satisfaction in Five-Star Hotel.

Effect of Eco-Friendly Perceptions on Behaviour of Guests in Eco-Rated Camps at the Maasai Mara National Reserve, Kenya

In the current era where environmental degradation is alarming, hospitality enterprises have picked up pace and put greater effort in finding practical solutions to the problem. In this regard, the main driver of environmental conservation is stakeholders’ support, especially that of clientele. However, effectiveness of ecological measures mainly depends on favourability of hotel guests’ perceptions towards the initiatives. Drawing on the Theory of Planned Behaviour, this study sought to establish the effect of eco-friendly perceptions on behaviour of guests in eco-rated camps at the Maasai Mara National Reserve in Kenya. The philosophical position of the study was pragmatism with an embedded mixed methods research design. The study population comprised of 44 eco-rated camp managers and 208, 620 visitors to the Maasai Mara National Reserve. Purposive sampling technique was used to select 10 managers and 399 hotel guests were selected using clustered, stratified, and proportionate random sampling techniques. Quantitative data was analysed using descriptive statistics while, inferential statistics were derived from Structural Equation Modelling (SEM) based on the Partial Least Squares technique (PLS). Qualitative data was analysed using narrative analysis. The results showed that perceived behavioural consequences and perceived behavioural control had significant effect on eco-friendly behaviour of guests β=0.0317, p = 0.005 <0.05 and β=0.289, p = 0.001 <0.05, respectively. However, perceived subjective norms had no significant effect on eco-friendly behaviour of guests β=0.008, p = 0.36 >0.05. The study recommends environmental protection campaigns that strengthen favourable behavioural and control beliefs as well as a better understanding perceived subjective norms and precise socio-cultural contexts in order to augment the most compelling practices. Future research approaches could narrow the sampling frames and test the predictive role of normative beliefs in a specified socio-cultural setting

Level of Satisfaction along Dimensions of Service Quality of Accredited Hotels in Baguio City during the Pandemic

While the hospitality industry is slowly recovering, the COVID-19 crisis continues to exert profound impacts on how hospitality businesses operate. This study aimed to the explore quality of service and customer satisfaction of DOT accredited hotels in Baguio City during the COVID-19 pandemic on the basis of Service Quality Model. In addition, the study tried to find out the challenges faced by the hotel employees during the pandemic. The study adopted a descriptive-survey research design to determine the level of satisfaction of the hotel guests during the pandemic along tangibility, reliability, responsiveness, confidence and communication. From the 10 hotels in the city, a total of 387 respondents answered the questionnaire floated between the peak months of September and October. Results showed that hotel guests are very satisfied in all the dimensions of the SERVQUAL model in relation to customer satisfaction. Assurance/Confidence has the highest overall mean while Tangibility has the lowest overall mean. Furthermore, poor communication with guests, lack of employees and maintenance of cleanliness and sanitation were identified as the challenges encountered by the hotel employees in their service delivery. A Proposed Program to improve the level of satisfaction of the hotel guests in Baguio City was prepared as the output of the study.

The Mediating Role of Behavioural Intentions on the Relationship between Eco-Friendly Perceptions and Behaviour of Guests in Eco-Rated Camps at the Maasai Mara National Reserve, Kenya

The study sought to establish the mediating role of behavioural intentions on the relationship between eco-friendly perceptions and behaviour of guests in eco-rated camps at the Maasai Mara National Reserve (MMNR) in Kenya. The approach of the study was guided by Theory of Planned Behaviour (TPB) and a pragmatic philosophical position with an embedded mixed methods research design. Based on the visitor arrivals to the MMNR, 208, 620 visitors were targeted for the study from which 399 were selected using clustered, stratified and proportionate random sampling techniques. Data was collected using questionnaire survey method and analysed with the help of Structural Equation Modelling (SEM) based on the Partial Least Squares technique (PLS). Based on the 272 questionnaires that were returned, the results indicated that, behavioural intentions had partial mediation effect on the relationship between perceived behavioural consequences (40.8%) and perceived behavioural control (30.6%) on eco-friendly behaviour. However behavioural intentions did not have significant mediation effect on perceived subjective norms. The findings underscored the importance of understanding behavioural and control beliefs of hotel guests. Moreover, this study singled out some socio-demographic characteristics of guests which could have an indirectly link to subjective norms and proposed addition of religion, place of origin, travel companionship and monthly expenditure to the TPB. Future researches could deepen understanding of socio-demographic characteristics and their indirect link to subjective norms in different regions as well as investigating eco-friendly behaviour of guests in eco-rated hospitality facilities in Kenyan urban areas

Hotels’ Global Standard Practices, Service Delivery, and Guests’ Satisfaction

This descriptive correlational research delved into the assessment of hotels' global standard practices, service delivery, and guests’ satisfaction across the entire Province of Negros Occidental in the year 2023. The 335 respondents were purposely chosen and selected using convenience sampling, considering variables such as age, sex, type of tourist, income, hotel class, and occupational status as independent factors. The study utilized a researcher-made questionnaires to gather comprehensive data. Statistical analysis, including frequency count, percentage, mean, Mann Whitney U-Test, Kruskal Wallis H-Test, and Spearman’s Rho was performed using the Statistical Package for the Social Sciences (SPSS) software. The study's findings shed light on critical aspects of the hotel industry. Majority of respondents within the 18 to 28 years’ age bracket, were male, adventure tourists, and preferred three-star hotels, emphasizing the importance of understanding this demographic for tailored services. Evaluation of hotels' global standard practices highlighted consistently high ratings, showcasing positive perceptions of food quality, service, and ambiance across various demographics. The study emphasized the need to customize services based on diverse customer profiles for enhanced operational efficiency and guests’ satisfaction. Insights into the relationships between global standard practices, service delivery, and guests’ satisfaction underlined the pivotal role of adhering to high standards and delivering exceptional services to amplify guest contentment within the hotel industry. These findings may provide valuable insights for the design and management of hotel services to optimize customer experiences.

Relationship between Cultural Intelligence of Hotel Employees and Guest Satisfaction: A Cross-Cultural Study in Kenya

Purpose: The aim of the study was to assess the relationship between cultural intelligence of hotel employees and guest satisfaction, a cross-cultural study in Kenya. 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 investigated the correlation between the cultural intelligence (CQ) of hotel employees and guest satisfaction across different cultural contexts. Through a cross-cultural analysis, researchers found a significant positive relationship between the cultural intelligence of hotel employees and guest satisfaction levels. Specifically, higher levels of cultural intelligence among employees were associated with increased guest satisfaction, suggesting that employees who possess a better understanding and appreciation of diverse cultures are better equipped to meet the needs and preferences of guests from various backgrounds. This highlights the importance of fostering cultural intelligence among hotel staff to enhance overall guest experiences and satisfaction in the hospitality industry. Implications to Theory, Practice and Policy: Social exchange theory, service climate theory and resource-based view theory may be used to anchor future studies on assessing the relationship between cultural intelligence of hotel employees and guest satisfaction, a cross-cultural study in Kenya. Hospitality organizations should prioritize the integration of cultural intelligence training programs into their employee development initiatives. These programs should not only focus on enhancing employees' cultural knowledge but also emphasize the development of cultural mindfulness and adaptability skills. Government bodies and industry associations should advocate for the inclusion of cultural intelligence training requirements within the accreditation and certification standards for hospitality professionals.

Examining the impact of tourists’ hope, knowledge and perceived value on online hotel booking intentions

ABSTRACT Research has previously established that tourists assess “attributes’ to appraise the value a hotel may offer before booking online. However, this rational approach overlooks the role emotions may play in the decision-making process. This research examines the positive emotion of hope. Study 1 involved an experiment of 259 North American tourists, confirming the causal relationship between “hope” and “perceived value”. Study 2 involved an online survey of 418 North American hotel guests, demonstrating “brand knowledge” moderates the relationship between hope and guests’ perceived value, leading to booking intentions. These findings contribute new knowledge for tourism practitioners and researchers.