Hotel Organization Research Articles

Application of the Fuzzy Logic Tool to Evaluate Customer Satisfaction in Hotels

Tourism organizations have the challenge of facing a highly competitive environment which leads to actions that guarantee the quality of their services. Hence the need for this research that aims to design and apply a methodology to assess the satisfaction of tourists in a hotel organization according to the imprecise nature of this object of measurement, by using the postulates of fuzzy logic. The use of this tool in the measurement processes for these purposes is considered the main contribution of this research. The proposed methodology was successfully implemented in a tourist destination, leading to a greater validity of the measurements related to the satisfaction of its customer.

호텔 조직 내 커뮤니케이션 만족과 친사회적 서비스 행동 간의 관계: 역할명확성의 매개효과를 중심으로

호텔 조직 내 커뮤니케이션 만족과 친사회적 서비스 행동 간의 관계: 역할명확성의 매개효과를 중심으로

How human resources management best practice influence employee satisfaction and job retention in the Thai hotel industry

ABSTRACTHuman resources management (HRM) practices are hotel management tools that contribute to organizational success. The purpose of this study was to evaluate how soft HRM practices in the Thai hotel industry affect job satisfaction and job retention. This study focuses on soft HRM practices, which draws on theories of commitment and motivation. Soft HRM refers to human relations between staff and the hotel organization. A quantitative approach was employed using multiple regression technique with a stepwise method for data analysis. It was found that employee satisfaction is not fostered by increasing remuneration, but is more related to the quality of working life, good leadership style, regular training, employment security, the hotel's brand image, and employees' personal traits, a most important aspect. The findings from this study provide a comprehensive framework for both academic and managerial responses to resolve the labor and skill shortage crises. Equally important is the extrinsic and intrinsic motivation and personal attitude theory that underpins employee job satisfaction in this study.

호텔조직의 공정성, 직무배태성, 자기효능감, 조직시민행동 그리고 이직의도의 관계 연구

호텔기업 종사원의 이직은 기업에 부정적 영향을 미친다는 이유로 이직현상을 최소화 할 수 있는 방법은 계속해서 연구되고 있다. 또한, 기업을 떠나는 것이 아닌 잔류하는 이유에 대한 중요성도 계속해서 강조되고 있는 추세이다. 따라서 본 연구에서는 호텔기업 종사원이 지각하는 분배공정성, 절차공정성, 상호작용공정성이 직무배태성, 자기효능감, 조직시민행동 그리고 이직의도에 미치는 영향을 검증하고자 한다. 특히, 본 연구는 기업에서 의무적으로 제공해야 하는 조직공정성과 다른 종사원들과의 관계형성을 통해 형성하는 직무배태성 간의 종합적인 영향관계를 바탕으로 이직의도에 미치는 영향을 조사하는 것을 목적으로 한다. 따라서 본 연구는 서울과 인천 소재의 특1급 호텔 종사원을 대상으로 설문조사를 실시하였다. 데이터 분석은 총 213명의 유효 표본을 바탕으로 실시되었고, SPSS 22 통계패키지를 이용하여 신뢰도 분석, 상관분석, 회귀분석을 실시하였다. 분석결과, 측정항목의 내적 일관성이 허용 수준 범위의 결과가 나타나 신뢰성이 검증되었다. 회귀분석을 실시하여 가설을 검증한 결과는 총 8개의 가설 중 6개의 가설이 채택되어 대부분의 가설이 지지된 것을 확인하였다. 본 연구결과는 호텔기업에 부정적 영향을 미치는 이직현상의 원인을 파악하고 최소화 할 수 있는 방안을 개발해야 한다는 중요한 시사점을 제공한다. 본 연구의 결과를 바탕으로 제안된 이론적, 실무적 시사점은 결론에서 세부적으로 논의하였다.

Organizational learning: Challenges of the Serbian hotel sector

Organizational learning is the process of improving core competencies of the organization in order to be able to adapt to changes in the business environment. Organizing learning is the result of the involvement of members of the organization in the exchange of knowledge and experience. The aim of the paper is to determine in which extent the hotel organizations are oriented towards learning. and it is operationalized through two research tasks. The first task is to determine the attitude of employees in terms of dimensions of organizational learning, while the second task is to measure the frequency of participation of employees in educational activities and their attitude on the usefulness of such activities. The survey was conducted on a sample of 512 employees in 57 hotels in Serbia. The results indicate moderate positive mean values of dimensions of organizational learning, significant interest of employees in improving their knowledge and skills and their professional development as well as insufficient investment in the employee development in the hotel sector in Serbia. The results of the research represent new scientific information and can be used in making future decisions in context of human resources management. Only continuous improvement of the knowledge, skills and capabilities of the employees, as well as the development of mechanisms for retaining, transferring and utilization of the acquired knowledge, the hotel organization can provide a competitive advantage, respond to the trends in the environment and satisfy more demanding requirements of the guests.

Role Ambiguity: a Problem or a Challenge Facing Contemporary Hospitality Industry. The Critical Role of Employees’ Creativity

Background . Delivering exceptional service experience and creating customer satisfaction and loyalty seems to be crucial for survival of a hotel organization and success in today’s highly competitive market. Gaining competitive advantage requires extreme responsiveness and sensitivity from hotel employees towards guests and treating them in a very individual manner. This may make rigid service scripts prevent maintaining this flexibility, which often leads to serious problems connected with role ambiguity experienced by employees. Research aims . This study attempts to seek an answer to the question: how to minimize the role ambiguity experienced by hotel staff. Therefore, the relationship between hotel employees’ creativity and role ambiguity is analyzed. Additionally, selected conditions that promote employee’s creative performance are also investigated. Methodology . In order to achieve the study aim, the literature review, including empirical findings of previous studies, and empirical research based on a survey method were employed. The study was conducted among all hotel employees having direct face-to-face and voice-to-voice interactions with hotel guests, working in two hotels located in the Pomeranian Voivodeship, precisely in Tricity, as the tourist destination of Northern Poland. Key findings . The results showed a negative and significant correlation between employee creativity and role ambiguity. It may confirm that in the face of dynamically changing customer needs and preferences, employees’ creativity when serving customers may lead to reducing employees’ uncertainty how to perform effectively to provide outstanding service. The findings also revealed that both employees’ intellect/imagination (as a personality variable) and skill variety (as a job characteristic) should be taken into account to increase creativity in the workplace, as both of them positively related to hotel employees’ creativity in this study. Despite the fact that the study findings should not be generalized, the results provide some important information for substantive discussion and a context for a wider range of further studies. Discussion and managerial implications were also provided and directions for future research were formulated.

The influence of corporate culture and workplace relationship quality on the outsourcing success in hotel firms

Although hotel outsourcing research has studied the effect of corporate culture on inter-organizational relationship success, little is known about how it influences the way internal and external workers relate and behave in the workplace. Questionnaire data obtained from 215 internal employees at 14 hotels in Gran Canaria (Spain) on Cameron and Quinn’s (1999) Clan, Ad-hoc, Market, and Hierarchy corporate cultures, the relationships of trust, relational and task conflict between internal and outsourced staff, and customer-oriented (COBs) and service sabotage behaviors have been analyzed. Structural equation modeling results indicate that trust and relational conflict are the main relationship outcomes significantly associated with sabotage or customer-oriented behaviors (COBs), and Clan and Adhocracy are the only culture types that reduce relational conflict or increase trust significantly. A practical implication is that explicit attention should be paid by hotel managers who outsource services to the need to integrate the innovative Adhocracy with family-oriented Clan in hotel organization culture.

호텔조직의 멘토링 기능 구성요인 간 인과관계에 관한 연구

As a hotel organization is a typical human-resource intensive industry, many researchers have proposed a mentoring function to alleviate a variety of problems that occur here. However, despite the criticality of mentoring in hotel organizations, some studies didn’t utilize the components of the mentoring function correctly. To fill this gap, the purpose of this research was to verify a causality that is an Interface of the Mentoring Function Component in a hotel organization. Also, a referenced paper on this research developed a mentoring function that reflected the characteristics of the hotel, and in this process, it was suggested that there is a causal relationship between the mentoring function configuration factors. In addition, after the theoretical consideration in this study, we were able to secure the rationale of this study in a Social Learning Theory(Bandura, 1986). Through this, the hypothesis was set and verified by empirical analysis. We carried out this study using employees of 5-star hotels within the metropolitan area(400 parts) and conducted confirmatory factor analysis which confirmed a suitable structure of the factors proposed in this study. Finally, we tested the hypothesis through structural equation modeling analysis. The implications of this study are as follows. By verifying the causal relationship between the mentoring function configuration factors, a theoretical depth of the mentoring function was found to be better. In practice, it can be inferred that the mentor’s advice for the mentee’s he career henceforth is better than the current work.

Exploration of revenue management practices – case of an upscale budget hotel chain

Purpose– The purpose of this study is to investigate the implementation of revenue management (RM) pricing practices and managers’ perceptions towards this practice in a budget hotel chain and to provide recommendations for improving the adoption of and perception towards this practice.Design/methodology/approach– A single case study method was adopted to conduct an in-depth qualitative research in a hotel organization. In-depth data were collected through semi-structured interviews, observations and documentation.Findings– The research findings indicate that the implementation of revenue management system (RMS): needs to be clearly communicated and made tangible to employees; can impact the profitability of the budget hotel sector and not only mid-scale or luxury sectors; and remains a profit-oriented decision with little consideration for customer outcomes.Research limitations/implications– The findings may not apply to mid-scale or luxury properties, as the results cannot be generalized to other hotel chains in other countries that apply complex pricing structures. Future research might develop multiple case study design to increase the rigor of the research by focusing on themes or patterns uncovered in a single case study.Practical implications– The practical application of the study is twofold: the recommendation to maintain ongoing implementation activities, such as designing operational plans and training programs; the recommendation for a RM pricing strategy that maintains positive price fairness perceptions and results in positive behavioral intentions.Originality/value– This study helps advance our understanding of the characteristics that influence the success of RM implementation in the budget hotel context and provides us with useful insights to design effective dynamic strategies to enhance the implementation process both for the organization and its stakeholders.

호텔조직 내 커뮤니케이션이 지식경영과 직무만족에 미치는 영향

The purpose of this study is to define the relationship between communication, knowledge management, job satisfaction in the hotel organization through an empirical study of knowledge management. A proposed model was tested by the technique of structural equation modeling using survey data from the employees in a five-star hotel organization. The results revealed that only horizontal communication satisfaction effects had a positive influence on knowledge management. And it was approved the effect of communication on knowledge management and job satisfaction.

Occupational Safety and Health of Laundry Employees in Hotel Industry

Employee safety and health is considered to be one of the major important human resource functions for any hotel organization. The current paper focuses on the application of occupational safety and health of laundry employees looking at the nature of the tasks performed in day to day operations. OSH is one of the significant factors responsible for employees inspiration and moreover retention in a hotel organization. Health, safety and performance of the employees are dependent on understanding and application of ergonomic practices followed during laundry operations. The paper explores laundry employee protection against various critical factors such as injuries, accidents, work postures, chemical exposure, heat, fire, noise, etc. A questionnaire was used to perpetuate perception of laundry employees in regard to protection from factors concerning safety and health issues from hotels of India. The results reveal that some of the OSH practices are been followed in hotels, while some were missing from hotels such as training, periodical audit and protection against chemical hazards. The present study suggests need for adopting OSH practices and enforcing periodical check for the same in every hotel besides of its categorization.

Business process management in hotel industry: A proposed framework for operating processes

The purpose of this paper is to develop a generic hotel enterprise framework for operating business processes. That framework will encourage hotel and lodging enterprises to see their activities from a cross-industry process viewpoint instead of a narrow functional viewpoint. The process oriented perspective of business and hotel enterprises may surmount many of the weaknesses of the classical functional organizational structure and vertical management. The transformation of a hotel organization towards a business process management system with horizontal or process management point out the need to leave functional organizational in a hotel, and directs attention of its managers to different types of business processes: operating processes, management processes and support processes. Operating processes are a complete, dynamically coordinated and measurable set of activities or logically related tasks that use one or more input and produce outputs, at the same time creating value for hotel guests. This paper develops classification of operating business process on: the process of hotel housekeeping, the process of supplying necessary inputs, the process of guests arrivals and departures and the process of producing and serving food and beverage. The proposed framework for operating processes are very useful for hotel managers in Serbia, since they point out the relevance of more consistent application of business process management system in dayto-day business activities with the aim of effective decision-making.

Improving Service Effectiveness in the High-Class Hotels in Varna (Bulgaria)

Goal and objectives of the dissertationGoalTo provide theoretical foundations and carry out empirical research on service in high-class hotels in Varna, in order to identify key opportunities for improving its effectiveness.Objectivesu To define the delivery of hotel serviceu To analyse its specific characteristics and mechanismsu To define the effectiveness of the service delivery systemu To develop a conceptual model and methodology for evaluating the effectiveness of the hotel service delivery systemu To investigate consumer satisfaction with service in the high-class hotels in Varnau To investigate the managers' assessment of service delivery systems in high-class hotels in Varnau To identify issues and proposals to improve service effectiveness in the city's high-class hotelsMethodologyThis dissertation employs a variety of research methods: analysis and synthesis; observation, survey questionnaire and in-depth interview; comparative analysis; and descriptive, statistical and mathematical methods. Empirical data have been collected through the questionnaire surveys, and the relevant responses have been processed using SPSS software. The purpose of the questionnaire survey method is to evaluate the service delivery system from both the customer' and the managers' point of view.Service effectiveness in the hotel sector is assessed via a concept model, based on the systems approach. Hotel service is represented as a system with input values, procedures and final results. The assessment of service effectiveness is made through a selection of criteria, taking into consideration the special features of hotel operations, as well as the providers and recipients of the service operation. There is a double assessment of benefits and effects - both for the hotel organization and for its customers.ResultsThe situational analysis of the city's hotel sector shows a steady downward trend in the number of hotels in Varna municipality due to oversaturation; there is also a decrease in the relative role of hotels in the accommodation structure of the municipality. Nevertheless, hotels provide the largest percentage of the total accommodation capacity (number of beds) and they are the preferred accommodation establishments on the territory of the municipality, with three- and four-star hotels having the largest market share. Small and medium-sized independent hotels predominate and only two international chains have properties in Varna.The analysis of high-class hotels in Varna shows that all 16 hotels from the surveyed group have a central or near central location; the hotel room rates are generally directly proportional to their star rating; in terms of the type structure, the hotels in the target group fall into three groups: 1. boutique hotels; 2. business hotels; 3. classic town hotels.Based on the results of the managers' survey, we can make the following conclusions:u Hotel managers value quite highly the role of the internet as a source of information, as an opportunity for advertising and as a convenience for potential customers;u Hotel service in welcoming and checking in the guest is effective and its strengths are associated with the personal qualities of service employees and the physical environment;u Hotel management considers as most important guests' first and last contact with the hotel, and therefore, it is the operations at those two times that are given the greatest weight in the assessments.Weaknesses occur in the following areas and it is these areas that offer opportunities for development in the future:u Lack of a clear and precise understanding on the part of management of all the opportunities that are available;u Ability of hotel staffto sell available services;u Checking guests into their rooms;u Quality of the physical environment;u Maintaining ongoing relationships with the guestsThe main conclusions from the customers' satisfaction and assessment survey are as follows:u Most reliable information source, according to tourists, is word of mouth from friends and acquaintances, as well as reviews by other tourists found on social network sites and internet forums. …

Benchmarked Framework Towards Strengthening the Early Retirement Program for the Hotel Industry in the Philippines

The study primarily aimed to provide a framework through benchmarking on existing early retirement programs (ERPs) for the hotel industry in the Philippines. To answer the objectives of this study, the researcher used a combination of descriptive and quantitative research as research designs. The research was conducted only within the Metro Manila area where most of the de luxe class hotels are located. The target subjects of the study are the de luxe class hotels. The choice of samples for the respondents is based on their knowledge level about the subject matter and the accessibility of the available personnel in the target samples. As per overall response of the key informants of this study, the implementation of the Management Initiated Early Retirement Program (MI-ERP) is at its strongest in terms of eligibility criteria while the implementation of the MI-ERP is at its weakest in terms of program offerings. Moreover, the hindrance in the implementation of the MI-ERP is at its strongest in terms of employees’ attitude. Evidence reveals that the implemented best practices in terms of early retirement date & processes, program offerings, and administration of the retirement plan have a significant relationship with the problems encountered in the implementation of the MI-ERP in terms of employees’ attitude. After consideration of all the findings of this study, the researcher proposes a spectrum of conditions of practices governing the management initiated early retirement program (MI-ERP). In case hotels will put up a management initiated early retirement program (MI-ERP), the spectrum will be useful in correctly positioning their ERPs. Analysis of the spectrum further indicates a chance of higher probability of availment of targeted employees whenever a company applies a higher spectrum. Finally, the researcher made the following conclusions:1. There is lack of set of guidelines in place for the implementation of the best practices of the MI-ERP. 2. Years of service is the best criteria for eligibility in order to create a broad range of targeted employees. Critical factors which should be emphasized for further improvement involve: careful succession planning with a well-crafted succession plan in place; career counseling to encourage low performers to accept and the high performers to decline; swift processing of the retirement benefits; and capacity to offer the MI-ERP all year round. In terms of program offerings, the same must not only involve monetary (lump sum benefits, healthcare benefits, insurance) but also non-monetary benefits (e.g. send-off gatherings and outplacement seminars). Legitimacy, support, financing and governance are factors for successful implementation. 3. Employees’ attitudes of the targeted population are critical factors that hinder implementation of the best practices of the MI-ERP. Since financial factors are not problems for the implementation of the MI-ERP, employers of the hotel industry are financially capable of allocating a budget for the improvement in the implementation of the MI-ERP. 4. Employees’ attitude can cause a potential problem in the implementation of the best practices of the MI-ERP in terms of early retirement date & process, program offerings, and administration of the retirement plan. This means that employees’ attitude will be a triggering factor for the successful or unsuccessful implementation of the MI-ERP in terms of early retirement date & process, program offerings, and administration of the retirement plan. In this regard, money can be an extrinsic motivator for influencing employees’ attitude. 5. Any hotel organization can develop its own MI-ERP for its employees and the quality of the program may depend on a spectrum of choices based on eligibility criteria, early retirement date & process, program offerings and administration of the retirement plan. Oftentimes, the best practice spectrum may entail investment and fund appropriation, but would result to the ultimate success of the program. On the other hand, the poorly managed MI-ERP would always face numerous challenges such as delays in release of retirement funds to beneficiaries, non-availment of targeted low performers, and others resulting in an overall failure of the program.

The Influence of Online Reviews on Consumers' Attributions of Service Quality and Control for Service Standards in Hotels

ABSTRACT Online travel reviews are emerging as a powerful source of information affecting tourists' pre-purchase evaluation of a hotel organization. This trend has highlighted the need for a greater understanding of the impact of online reviews on consumer attitudes and behaviors. In view of this need, we investigate the influence of online hotel reviews on consumers' attributions of service quality and firms' ability to control service delivery. An experimental design was used to examine the effects of four independent variables: framing; valence; ratings; and target. The results suggest that in reviews evaluating a hotel, remarks related to core services are more likely to induce positive service quality attributions. Recent reviews affect customers' attributions of controllability for service delivery, with negative reviews exerting an unfavorable influence on consumers' perceptions. The findings highlight the importance of managing the core service and the need for managers to act promptly in addressing customer service problems.

Issues and concerns in technology decisions: the hotel operator's perspective

PurposeThis paper aims to explore the challenges in adopting and executing technology within the hospitality industry in India. The paper recognizes the upcoming trends and their impact on the expansion of the industry. Technology plays an integral role in strategic decision making, yet the service industry has only been able to utilize the technology superficially but has not been able to integrate its functions with other business operations. This paper seeks to explore the issues in taking on and implementing new technologies in the hotel organization globally and in India.Design/methodology/approachPersonal interviews were conducted with general managers of global chains of hotel organizations in India to gain an insight into the challenges faced by the hotels globally and at the unit level in adopting and applying the technologies in their business operations. The research also provides information on future trends in technology that might lead towards the enhancement of the service delivery process.FindingsThis research helps in identifying the key internal and external challenges that the hospitality industry faces in adopting new innovative strategic IT solutions, hence leading to reluctance towards investment in IT. This research further amalgamates the key findings and presents a framework titled “Strategic importance of technology and challenges for hospitality industry”.Practical implicationsThe paper recommends practical solutions for policy makers and practitioners that can be applied globally.Originality/valueThe research addresses the real life problems impacting the hospitality industry across the globe and has collected inputs from hotel experts or executives of international chains in India.

Hotel employees’ expectations of QWL: A qualitative study

The hospitality industry needs to provide a good quality of work life (QWL) in order to attract and retain employees. There is yet to be a study that defines the ‘expected dimensions of QWL’ by the potential and present hotel employees. QWL being multifaceted and context-based, this researcher conducted a qualitative study in an attempt to identify QWL dimensions expected in the working environment of a hotel. 84 students and 64 employees from three hotel management institute and three hotel organization from Mangalore city in India participated through a purposeful sampling frame. Data were collected using interviews, focus group discussions and open-ended questionnaires, and analyzed in line with grounded theory method. The content analysis of the data yielded eight dimensions of QWL. Implications and limitations of this study along with areas for future research are discussed.

KNOWLEDGE MANAGEMENT AS A NEW MANAGERIAL PARADIGM∗

Knowledge management research in Croatian hotels shows that it has become a new pattern of management, but only in cases of managements that handle the hotel product that is a brand (a protected hotel product with a trademark). Knowledge management as the property of a hotel organization entails the management of a series of processes associated with knowledge, such as: the advancement of the organization's knowledge, protecting the organization's knowledge, utilizing knowledge and sharing knowledge among everyone in the organization. Although the percentage of branded hotels in Croatia has significantly increased, from 2% in 2003 to 5% in 2007, the number of unbranded hotels still remains very high and adds up to 499 hotels. These are mainly hotels that still fall short of wholly using their knowledge and experience (know-how) as a license or franchise of the hotel product with a brand.

The Impact of the Marketing Mix in Achieving Hotel Service Quality An Analytical Study for Opinions of a Number of Quests with Several Hotels Organizations in Dohuk City

The aim of this study is to verify the relationship between the Marketing. Mix and Hotel Service Quality (Quests Satisfaction), the importance of the Study comes from the Subject of Hotel Services in Dohuk City to offer database for the Hotel Services Quality and the extend of guests satisfaction about the services. The low level of marketing activities in hotel organization offer the quests in additional the weakness abilities to build marketing mix for target market which was the cause for low number of quests. The sample was consisted of (75) guests a number of first class and deluxe Hotel in Dohuk City. They were chosen randomly in order to gather the data from the field, for these reasons a questionnaire was developed. The research hypothesis was tested with the use of some statistical tools. The research concluded the necessary of hotel to focus on criteria being determined by guest, this will better meet the guest's satisfaction. .

Reengineering the hotel organization

Reengineering the hotel organization