Hotel Managers Research Articles

From awareness to action: unraveling the interplay of employee AI awareness and change leadership in fostering knowledge hiding

PurposeThis paper investigates the mediating role of employee awareness of artificial intelligence (AI) in the relationship between technological turbulence and knowledge hiding, with a focus on the moderating impact of change leadership.Design/methodology/approachThe survey study adopted a quantitative approach to propose and test a model based on predictors of knowledge hidings. The survey approach received 320 respondent firms in the hotel management sector. The structural and measurement model was calculated using SmartPLS.FindingsEmployee AI awareness mediates the relationship between technological turbulence and knowledge hiding. Change leadership significantly moderates this relationship, reducing knowledge hiding by promoting innovative discussions and collaboration. High employee AI awareness can lead to knowledge hiding due to perceived threats to job security, but effective leadership mitigates this by fostering a collaborative environment.Originality/valueThe study highlights the importance of effective leadership in reducing knowledge hiding and emphasizes the need for a collaborative environment where employees view external partnerships as opportunities for learning and acquiring AI knowledge.

Web Presence and Search Engine Optimization on Hotel Patronage in Akwa Ibom State, Nigeria

This study examined the effect of web presence and search engine optimization on hotel patronage in Akwa Ibom State, Nigeria. Web presence, search engine optimization and hotel patronage formed the specific objectives of the study. 1122 employees that had access to information of customers who made hotel reservations from forty-one hotels registered with Akwa Ibom State Hotels Management and Tourism Board formed the population. The study employed a census sampling technique. Primary data were gathered through a structured questionnaire. Simple percentages and charts were employed for the demographic analyses, leveraging the Statistical Package for Social Sciences (SPSS) version 25 to facilitate the data analyses. The univariate analyses were done using means and standard deviations to provide insights into the central tendencies and variability of the data. To test the study hypotheses, the researchers employed Partial Least Square-Structural Equation Modelling (PLS-SEM), facilitated by the SmartPLS version 3.2.9 software. Findings of the study showed that web presence (β = 0.713, t- value = 10.156, p-value = 0.011 < 0.05) had positive significant effect on hotel patronage in Akwa Ibom State and search engine optimization (β = 0.613, t-value = 8.046, p-value = 0.003 < 0.05, a statistically significant and positive effect on hotel patronage. Based on the empirical findings, we recommended that management of hotels in Akwa Ibom State should ensure that they have a well- designed, user-friendly, and informative website that showcase their offerings and provides a seamless booking experience for customers. Regular updates and maintenance of the website should be a priority to keep it relevant and engaging. The hotel owners and operators should prioritize the implementation of effective search engine optimization strategies to improve their visibility on search engine results pages. This should include optimizing their website content, improving website structure and navigation, and leveraging relevant keywords to attract potential customers.

Resilience for Sustainability: The Synergistic Role of Green Human Resources Management, Circular Economy, and Green Organizational Culture in the Hotel Industry

This research explores the extent to which Green Human Resource Management (GHRM) practices in the Egyptian hotel sector contribute to the adoption of Circular Economy (CE) practices and, eventually, organizational resilience. Using a sample of 402 employees from green-certified Egyptian hotels, the current study applied Partial Least Squares Structural Equation Modeling (PLS-SEM) on the data collected. The results show the positive effect of GHRM on the adoption of a circular economy that significantly enhances both internal and external organizational resilience. In addition, high Green Organizational Culture (GOC) strengthens the positive relationship of GHRM with the adoption of a circular economy. From this work, some empirical evidence is provided to show that circular economy practices can play a partial mediating role between GHRM and organizational resilience. These findings also present valuable insights for hotel managers and policymakers on how to achieve sustainability and resilience by means of integrated GHRM and circular economy strategies.

Penerapan Model Incremental Delivery pada Pengembangan Aplikasi Sistem Informasi Hotel Cipta Jakarta

Along with the development of the times, we see many hotels experiencing changes. A change that is rarely reviewed as a news topic is the software overhaul that occurs in hotels from offline to online systems. Lay people only see changes in hotels from a visible perspective, without having to know whether the hotel's system and system applications have changed. One of the factors in system development at Hotel Cipta is the need for hotel management to prioritize the development of system applications from offline to online systems, even web-based. It is not easy to overhaul an existing system application compared to creating a new system application. There are several software engineering methods and models that are commonly used to analyze system needs and design systems in the software development process. One of them is the incremental delivery model. This makes it interesting to try to apply the incremental delivery model to the development of the Hotel Cipta information system application by taking place at the Hotel Cipta on KH. Wachid Hasyim Street, Central Jakarta. In this study, the object of research is the Front Office department.

From Function to Relation: Exploring the Dual Influences of Warmth and Competence on Generative Artificial Intelligence Services in the Hospitality Industry

Generative artificial intelligence (GenAI) has emerged as a transformative force in the rapidly-evolving hospitality industry. This study examined the correlation of acceptance of GenAI services with perceived warmth and competence, and the consequent correlations with customer outcomes in the hospitality industry. Employing a Hospitality Service Dialogue System prototype, this study collected responses from 1,306 hotel guests. Perceptions of warmth and competence correlated with increased customer intention to use GenAI services and satisfaction. Satisfaction correlated significantly with customer–brand identification and attachment. The Technology Readiness Index moderated the relationships of warmth and competence with the acceptance of GenAI services. This investigation extends the stereotype content model and the behaviors from intergroup affect and stereotypes map framework by integrating them with the technology acceptance literature, unveiling service innovations enabled by technology in the hospitality industry. This study provides hotel managers, technology developers, and marketers with strategic directions for implementing GenAI.

The nexus between green human resource management on organizational citizenship behavior in the hotel industry: A structural equation modelling approach

In recent years, awareness of sustainability has increased significantly in the hospitality industry, particularly within the hotel sector, which is recognized as a major contributor to environmental degradation. In response to this challenge, hotel managers are increasingly implementing green human resource management (GHRM) practices to increase Organizational Citizenship Behavior. Considering job satisfaction, and organizational commitment as mediator. A survey was conducted with 383 employees from three- and four-star Egyptian hotels and the obtained data were analyzed using SPSS version 22 and Amos version 24. Structural equation modelling was used to analyze the data. The study revealed that GHRM practices positively impacts Organizational Citizenship Behaviors (OCB), job satisfaction and organizational commitment in addition, the study found that job satisfaction and organizational mediates the relationship between Green Human Resource Management and Organizational Citizenship Behavior. The study found a positive link between GHRM and OCB, partially mediated by job satisfaction and organizational commitment. The recommend that implementation of GHRM practices in the hotel industry can have significant positive implications.

Effects of green innovation ecosystem coopetition, environmental management practices and digital innovation on carbon footprint reduction

Purpose The purpose of this article is to analysis of the effects of green innovation ecosystem coopetition (cooperation and competition), environmental management practices (EMPs) and digital innovation (DI) on carbon footprint reduction. Design/methodology/approach To conduct the study, a questionnaire was administered to hotel managers from different regions of Brazil. Data were collected from 197 hotels and analyzed via partial least squares structural equation modeling. Findings The results show that green innovation ecosystem cooperation positively and significantly affects EMPs and DI. Green innovation ecosystem competition interactions also benefit the adoption of EMPs. However, they do not significantly influence the use of DI. The results indicate that hotels that are in a scenario of simultaneous competition and collaboration (coopetition) within the green innovation ecosystem can reduce carbon emissions when EMPs and DI are used. Research limitations/implications The authors contribute to the literature by showing different pathways for reducing the carbon footprint of hotels. The results expand the authors’ knowledge by showing evidence that cooperation and competition interactions can produce distinct effects, especially on DI. Thus, this study has important practical implications for hotel managers seeking to improve their environmental practices and DI with the help of external multiagent resources and knowledge. Originality/value This research contributes to the literature by examining how cooperation and competition interactions in the green innovation ecosystem help in the adoption of environmental management and DI practices.

Sentiment Analysis of Hotel Reviews in Anyer Beach Tourism Area: A Lexicon-Based Text Mining Approach

This study aims to analyze tourist sentiment towards hotels in the Anyer beach tourism area through online reviews. Sentiments and emotions expressed in these reviews were analyzed using a lexicon-based approach from the National Research Council (NRC) lexicon, which includes emotion categories such as anger, fear, sadness, joy, and disgust. Hotel review data were collected from TripAdvisor, and the analysis involved text preprocessing steps such as cleaning, case folding, stemming, and stopword removal. The sentiment analysis results reveal that most tourists provided positive reviews, with only 14.06% of the reviews displaying negative sentiment. Word cloud visualization identified the words "bad" and "dirty" as frequently appearing in negative reviews, likely pointing to cleanliness and service quality issues as the primary reasons for dissatisfaction. Emotional analysis showed dominant feelings of sadness, anger, disgust, and fear, likely triggered by unmet expectations regarding cleanliness and comfort during their stay. Based on these findings, it is recommended that hotel management in the Anyer beach tourism area address these concerns by implementing regular cleaning routines and staff training to enhance hotel service quality.

Green Organizational Climate’s Promotion of Managers’ Organizational Citizenship Behavior for the Environment: Evidence from the Portuguese Hospitality Context

Society at large has become increasingly concerned about climate change and sustainable development, so tourism and travel service providers have begun to focus more actively on sustainable development goals. Prior research has shown that supervisors’ support fosters employee green behavior and companies’ environmental performance. This study concentrated on Portuguese hospitality contexts to develop a fuller understanding of how organizations’ green efforts can combine with the individual variables highlighted by the theory of planned behavior (TPB) (i.e., attitudes, subjective norms, and perceived behavioral control) to encourage supervisors’ organizational citizenship behavior for the environment (OCBE). Data on 74 hotel managers were collected with an online survey. Multiple regression analysis revealed that perceived green organizational climate positively correlates with TPB variables, thereby increasing supervisors’ intention to adopt and encourage OCBE in their workplaces. These findings clarify how organizational and individual factors foster managers’ OCBE. The results have practical implications for organizations seeking to promote their managers’ pro-environmental behavior to boost their environmental sustainability.

Statistical Analysis of Total Quality Management Employees, Customers, Suppliers, and Management Dimensions in Hotel Industries in Jaipur City, Rajasthan, India

With the market competition, hotel industries focus on the quality requirements of customers and the market. To build total quality management (TQM) in the hotel industry value chain, the hotel industries are focusing on the customers, suppliers, employees, and management dimensions of TQM. The purpose of this study is to analyze the priorities of these TQM dimensions or philosophies in hotel industries in Jaipur City, Rajasthan, India. The study adopts a survey approach for identifying the priorities given by the hotel industries to build total quality management in the hotel value chain. The results show that the hotel industries weigh all four dimensions for total quality management. The customers’ dimensions are the first and most important dimension, then management dimensions, then employees’ dimensions, and the suppliers’ dimensions for total quality management in hotel industries. A collaborative strategic approach by the hotel management, involving customers, suppliers, and employees, has to be adopted to design the hotel industry value chain to meet the business sustainability requirements, and customers’ requirements, and to gain the competitive advantage of TQM. The study also highlights that integration of sustainability with the TQM framework is essential for the hotel industry as it enhances operational efficiency and reduces environmental impact. This approach will support long-term profitability and align with increasing customer demand for sustainable practices in the tourism and hospitality sector.

Front Office Attendant Proactive Work Behavior

This study aims to determine the implementation of proactive work behavior shown by Front Office Attendants at MLV Hotel. The data collection technique in this study was by conducting direct interviews with the Hotel Manager and Front Office Supervisor. This study uses qualitative descriptive data analysis techniques that refer to five indicators, namely high initiative, high sense of responsibility, adaptive ability, problem-solving ability, clear and measurable work goals. The results of this study indicate that not all front office attendants have implemented proactive work behavior optimally, especially in the indicators of high initiative at work and high sense of responsibility. MLV Hotel management is advised to provide rewards to front office attendants who have implemented proactive work behavior and also provide punishment to front office attendants who have not shown a full sense of responsibility at work.

The future of tourism: an interview with Leslie Vella about the future of tourism in Malta

PurposeAs the Journal of Tourism Futures celebrates its 10th Anniversary, Dr Ian Yeoman (Hotel Management School Leeuwarden) interviews Leslie Vella (Malta Tourism Authority) about the future of tourism in Malta, drawing upon a series of scenarios as a reflective learning tool.Design/methodology/approachA personal interview.FindingsThe interview discusses the future of tourism in Malta raising issues and reflections, through four scenarios that portray the Mediterranean island: Scenario 1: A Regenerative Future – Reposition, Realignment and Refocus (Transformation), Scenario 2: A Sustainable Pathway – Adaption and Innovative Growth (Growth), Scenario 3: Europe’s Second Class – Second Choice Destination (Stagnation) and Scenario 4: No Tourism (Collapse).Originality/valueUpon critical reflection, scenarios can be seen as a powerful learning device to frame, surface and discuss issues associated with tourism, in this case in Malta.

Are all luxury guests the same? A benefit segmentation of 5-star hotel customers

PurposeThis research aims at identifying segments of luxury guests based on the benefits they seek when staying at 5-star hotels. The study also wants to investigate whether ethics and sustainability have a role in differentiating the segments.Design/methodology/approachAn online panel survey allowed the collection of 508 responses with participants from Switzerland that spent at least one night in a 5-star hotel between 2022 and 2023. The survey asked about perceived benefits, sustainable tourist behavior, preferred hotel green practices, trip-related factors and socio-demographics. Hierarchical cluster analysis was employed to group participants on the benefits identified via exploratory factor analysis. The other variables were used for segment profiling.FindingsResults show the existence of three customer segments for 5-star hotels: the ethical enthusiast, the unconcerned aesthete and the practical connoisseur. These differ in the importance they assign to ethical, social and symbolic benefits, as well as functional service benefits. The relevance of sustainability in the luxury hotel experience is stronger for the ethical enthusiast.Practical implicationsLuxury hotel managers should highlight sustainable practices on social media to attract ethical enthusiasts. In addition, marketing content customization should be used to appeal to the benefits and profile of each identified segment.Originality/valueThis is the first study that provides a benefit segmentation of luxury hotel guests, and it is also the first research that considers the role of sustainability and ethics in differentiating these customers.

Trust in leader and positive employee outcomes: To transform or to serve in cross-cultural leadership

Considering the potential impacts of context-specific value systems in individuals’ perceptions of phenomena, this study seeks to investigate whether and how cultural differences could influence the effectiveness of leadership styles in establishing trust and positive employee outcomes (PEOs) as well as the relationships between such outcomes based on the GLOBE project. The sample consisted of 1647 valid responses from 128 independent hotels’ employees in four countries from two GLOBE clusters (Anglo and South Asia). Multilevel structural equation modelling has been used for the analysis. Significant but different relationships were found between Servant Leadership and Transformational Leadership with Trust, and PEOs in the two clusters, which could be potentially attributed to societal and contextual factors as a deeper layer mechanism. Our findings have significant implications for both academics and hotel managers in terms of the critical role of alignment between context-specific contingencies and the selected leadership style in establishing trust and PEOs.

The Mediating Effect of Brand Trust on Yhe Relationship between Corporate Social Responsibility and Hotel Customer Satisfaction

This study explores the impact mechanism of corporate social responsibility (CSR) on hotel customer satisfaction, paying particular attention to the mediating role of brand trust in this process. Based on stakeholder theory and signaling theory, we propose that corporate social responsibility not only directly affects customer satisfaction, but also indirectly affects satisfaction by enhancing customer trust in the hotel brand. We surveyed 732 guests at multiple hotels and analyzed the data using structural equation modeling. The results support our theoretical model and reveal that (1) a hotel's corporate social responsibility practices have a significant positive impact on customer satisfaction; (2) brand trust partially mediates the relationship between corporate social responsibility and customer satisfaction. relationship; (3) hotel type (luxury hotel vs. budget hotel) moderates the impact of corporate social responsibility on brand trust, and this relationship is more obvious in luxury hotels. This study enriches the literature on the impact mechanism of corporate social responsibility, reveals the key role of brand trust in hotel corporate social responsibility practices, and provides a new perspective for hotel managers to improve the effectiveness of corporate social responsibility.

Antecedents of Travel Advisories on Performance of the Hotel Industry in Kenya: A Case of Five-Star Hotels in Nairobi County

Purpose: The general objective of this study was to examine the antecedents of travel advisories on the performance of the hotel industry in Kenya by focusing on five-star hotels in Nairobi County. The specific objectives that guided the study were to examine the effect of political instability advisory, pandemic advisory and terrorism advisory on the performance of five-star hotels in Nairobi County. Methodology: The explanatory research design was employed in this study. The population of this study were the managers of five-star hotels in Nairobi County and were 426 in total. A stratified sample technique was employed in the study, while Simple Random Sampling (SRS) was used to select samples from each study stratum. The Yamane formula was applied is selecting 206 respondents who made the sample size of the study. The study used primary data that was gathered using self-administered and structured questionnaires. These questionnaires were pilot tested for reliability, and were distributed electronically for data collection. Descriptive and inferential analyses were applied during analysis and both tables and figures were used to display the findings. Findings: The results of the study showed that guest safety was a significant element for guests when choosing a destination to visit. Correlation analysis revealed that there existed a significant and negative statistical association between political instability advisory and hotel performance. The regression coefficients showed that a unit increase in political instability advisory provided resulted in a 37.7% decrease in performance of five-star hotels in Nairobi County. The outcome of the study indicated that hotels observed precipitous declines in occupancy rates during the COVID-19 pandemic. Correlation analysis showed that there existed a significant and negative statistical association between pandemic advisory and hotel performance. Regression coefficients indicated that a unit increase in pandemic advisory provided resulted in a 57.7% decrease in performance of five-star hotels in Nairobi County. The findings of the study revealed that a lack the resources had turned the attention of terrorists to target luxury hotels. Correlation analysis demonstrated that there existed a significant and negative statistical association between terrorism advisory and hotel performance. The study concludes that political incidents had a serious effect on the hotels’ performance compared to natural disasters since guest safety was a significant element when choosing a destination to visit. Unique Contribution to Theory, Policy and Practice: The study recommends the managers of five-star hotels in Nairobi County use available media both digital and traditional to provide factual information to their potential guests during times of political unrest. They need to create flexible corporate policies that would allow them to face new circumstances.

Employee’s Security and Health Augmentation in the Hotel Sector

The vibrant and quick-paced environment that defines the hotel sector is defined by a strong emphasis on employee welfare. This study examines the various aspects of worker health and safety in the context of the hospitality sector with the goal of identifying problems, prevalent behaviors, and appropriate remedial measures. The study uses a mixed-methods approach, combining quantitative analysis of safety event data with qualitative interviews with important industry players. In-depth interviews with hotel managers, staff members, and safety specialists are conducted as part of the qualitative component to elucidate the myriad difficulties faced by hotel staff in upholding their health and safety. The effects of irregular work schedules and sleep patterns, workplace stress, and ergonomic considerations all emerge as major themes. The study also examines how well the current training and safety practices work, looking for flaws and potential improvement areas. The study examines historical safety event data from a wide range of hotels on the quantitative front. The goal of this analysis is to spot trends, prevalent accident causes, and geographic regions with a higher prevalence of safety concerns. The results offer a data-driven framework for creating focused interventions and preventive actions. The research also examines how technology can support initiatives to increase employee safety in hotels. We investigate the possibilities for real-time monitoring systems, wearable technology, and enhanced training simulations to improve safety awareness and reactivity. A series of suggestions for enhancing employee health and safety in the hotel business are provided as part of the study's conclusion. The incorporation of technical solutions, specialized training programs, and changes to policy are all included in these suggestions. The hotel business may cultivate a safer and healthier work environment by resolving the issues mentioned, enhancing overall employee well-being and assisting in the industry's long-term success.

Exploring memorable experiences in luxury hotels

Purpose This study aims to explore memory-dominant logic (MDL) in the luxury hotel context to assess the flow of management experience decisions to memorable experiences, which lead to guest outcomes. While research into memorable experiences has gained traction, the theoretical underpinnings of what makes an experience memorable in a luxury hotel setting are not well documented. Design/methodology/approach A grounded theory, qualitative methodology was used to assess MDL value transformation. Inductive methods included conducting in-depth interviews with hotel managers and analyzing social media reviews for each hotel. Guest reviews served as an indicator of memory outcomes and the counterpoint to the managerial interviews, supporting or refuting interview findings. Findings Key dimensions emerged, emphasizing the importance of managerial inputs to experience design, service experience attributes and memorable experience creation, demonstrating a sequence of memory-based value creation and outcomes such as positive word of mouth/electronic word of mouth (WOM/eWOM). Sentiment analysis identified attributes that appear to be a “must-have” to avoid dissatisfaction, as well as areas at risk for negative memories. Dimensions were developed into a framework using themes derived from MDL value transformation, management and consumer inputs that influence memorable experience outcomes in this context. Research limitations/implications The study supported the MDL theoretical framework by illustrating the flow from managerial inputs to the service experience, to elements of experience co-creation, and through to the guests’ WOM/eWOM and experience memories. The findings highlighted the symbiotic relationship between firm culture and service experience design, providing guidance for managerial practice going forward. Originality/value This paper uncovers major themes and dimensions identified by guests and managers as necessary in creating memorable experiences in a luxury setting and develops a framework that serves as a foundation for further study, including anteceding factors and their impact on hedonic consumption across experience domains.

Blended Teaching Design of Hotel Customer Management based on Xuexi Tong

This paper explores the innovative application of a blended teaching mode for the core hotel management course, "Hotel Customer Management" (HCM), utilizing the Xuexi Tong learning platform. This study analyzes the platform's advantages for student learning and propose a comprehensive teaching design that has been implemented and evaluated using qualitative research methods. The results demonstrate that the Xuexi Tong-based blended teaching mode effectively stimulates student learning interest, fosters initiative, promotes deep learning, and cultivates practical abilities. This paper details the teaching design content, implementation process, and evaluation methods, offering valuable insights for promoting and applying blended teaching approaches in hotel management education.

Mired in tasks: how daily workplace multitasking shapes employee service innovation behavior

Purpose Drawing on conservation of resources theory, this paper aims to propose that daily multitasking increases employees’ daily role pressure, ultimately hindering their service innovation behavior. Furthermore, we suggest that trait mindfulness may mitigate this negative impact. Design/methodology/approach To empirically test the study hypotheses, this paper conducted a multilevel diary field study, collecting data from 64 employees over 10 working days to comprehensively validate the theoretical model. Findings The findings indicate that daily multitasking indirectly reduces daily service innovation behavior by increasing employee role pressure. Notably, this indirect effect is more pronounced among employees with lower trait mindfulness, while it is less significant for those with higher trait mindfulness. Practical implications Hotels should manage multitasking, reduce employee stress and promote service innovation by optimizing task allocation and redesigning work processes. Additionally, hotel management should adopt a multifaceted and innovative approach to foster mindfulness traits. Originality/value This study contributes to the literature on multitasking and innovation by examining how and when daily multitasking influences employee service innovation behavior.