Star Hotels Research Articles

Factors Influencing Hotel Revenue Management in Times of Crisis: Towards Financial Sustainability

(1) Background: Facing the challenges of a post-pandemic period and the Ukraine War and recognising the gap in scientific research on the application of revenue management (RM) in the Portuguese hotel industry, the main objective of this study is to identify the most effective and least appropriate RM practices for use in periods of low demand and crises, reflecting the financial sustainability perspective. The theoretical framework of this study focuses on the main RM practices, grouping them into price and non-price strategies. (2) Methods: A quantitative methodology was employed, collecting information from Portuguese hotels through an online questionnaire, and statistical analysis using Mann–Whitney and Chi-square tests was conducted. (3) Results: Hotels offered discounts during the pandemic, but room rates were reduced during the recovery period. These findings also revealed that commonly used techniques were the best available rate (BAR) and rate fences, particularly during the pandemic. Quality, brand image, strategic partnerships, and marketing actions are recognised as essential. However, loyalty programs, length of stay (LOS) control, rate parity, and bundled services are not commonly implemented despite their importance during periods of low demand. Larger hotels, five-star hotels, and members of international chains applied more RM practices than smaller four-star independent hotels. (4) Originality: This study provides original and valuable insights into increasing hotel revenues and occupancy rates during future periods of low demand, which benefit financial sustainability.

Working with AI: The Effect of Job Stress on Hotel Employees’ Work Engagement

Based on the Conservation of Resources (COR) theory and social support theory, this study focuses on the effects of AI-induced stress on hotel employees’ work engagement and examines the mediating role of psychological capital and the moderating role of perceived organizational support. A sample of five-star hotels in China was selected for the study, data were analyzed, and hypotheses were tested using SPSS 27.0 and Mplus 7.4 software. The results of the study revealed that AI-induced stress had a significant negative effect on work engagement and psychological capital mediated the relationship between AI-induced stress and work engagement. Perceived organizational support moderated the relationship between work stress and psychological capital. Specifically, the higher the perceived organizational support, the lower the negative effect of work stress on psychological capital; conversely, the lower the perceived organizational support, the higher the negative effect of work stress on psychological capital. The greater the negative impact of work stress on psychological capital, the higher the perceived organizational support, and the smaller the negative impact of work stress on psychological capital. The findings of the study not only enrich the research related to AI in the hotel industry but also have certain reference significance for managers in the hotel industry who introduce AI in managing their employees.

Effects of disability employment on guest perceptions and behavioral intentions in the hotel sector

This study investigates the influence of employing persons with disabilities (PWD) in hotels on consumer behavior, with an emphasis on word of mouth and repurchase intention. The research delves into the underlying mechanisms behind these effects and examines potential boundary conditions using hotel characteristics. Utilizing two between-subject design experiments, 1443 responses were analyzed using the propensity score weighting scheme and multigroup analysis. Results reveal that PWD employment in the hotel industry has a positive impact on word of mouth and repurchase intention through the moral decision-making process, specifically progressing from moral judgement to moral obligation, and perceived corporate social responsibility (CSR). These effects remain consistent across different hotel star ratings and whether chain or independent. The findings enhance the literature on equality, diversity and inclusion by identifying the underlying mechanism of how hotel guests respond to PWD employment in the hotel industry, drawing insights from moral psychology and perceived CSR.

Leadership style and job performance: a longitudinal approach

Purpose This study aims to examine the relationship between leadership style and job performance by multiple mediating roles of career satisfaction and job satisfaction using the longitudinal approach for frontline employees in the Jordanian hotel sector. Design/methodology/approach This study used a survey questionnaire based on a five-year longitudinal approach. Data were collected in two-period among frontline employees in five-star hotels in Jordan. Leadership style (transformational leadership and transactional leadership) was measured in the first period, whereas job performance, career satisfaction and job satisfaction were measured in the second period. The final sample for the first and second periods comprised 314 questionnaires valid for more analysis. The statistical software of SPSS (version 25) and SmartPLS (version 3.3.5) have been used for data analysis. Findings The results demonstrated that leadership style (transformational leadership and transactional leadership) has a positive significant effect on job performance. The results demonstrated also that leadership style (transformational leadership and transactional leadership) has a positive significant effect on career satisfaction and job satisfaction. As well the results demonstrated that career satisfaction and job satisfaction have a positive significant effect on job performance. Regarding multiple mediating roles, the results demonstrated that career satisfaction and job satisfaction mediated the relationship between leadership style and job performance. Originality/value To the best of the authors’ knowledge, this is the first study of its kind to examine the relationship between leadership style and job performance by multiple mediating roles of career satisfaction and job satisfaction using the longitudinal approach among frontline employees in the hotel sector.

Analysis of Tourism Performance in Ten Priority Tourism Destinations in Indonesia

This research aimed to analyze the influence of tourism indicators on performance in 10 priority tourism destinations. The indicators were reviewed using hotel room occupancy rate (TPK) for government spending on the tourism sector (PPP), crime rate (CR), inflation, air quality index (IKU), and number of college graduates. Additionally, the research was carried out with Fixed Effect Model (FEM) with estimation method Feasible Generalized Least Square (FGLS). The result showed that TPK of star hotels (TPKB), workforce, PPP, college graduates improved tourism performance. Meanwhile, the variables inflation and TPK for non-star hotels (TPKNB) provided a negative effect on improving performance in the elite tourism sector. In conclusion, the result helped in identifying relevant indicators that influenced the improvement of tourism performance, as well as ensured related parties adopted appropriate.

Food Safety Knowledge, Attitude and Behavior of Employees in Star Grade Hotels: Reference to Western Province of Sri Lanka

Food safety is a critical aspect of public health that significantly impacts various sectors, particularly the hospitality industry. Despite the high importance of food safety in the tourism sector, instances of foodborne illnesses continue to occur, posing health risks and threatening the industry's economic contributions. In a quantitative approach, this study investigates the relationships between food safety knowledge, attitude, and behavior among employees in the above three-star hotels in the Western Province of Sri Lanka. Partial least square structural equation modeling (PLS-SEM) was used to examine the measurement and struc-tural models. The study was conducted using the convenient sampling method and data was collected from 51 respondence working in the kitchen departments of above 3-star hotels in Western province, Sri Lanka. The findings reveal a strong positive correlation between attitude and behavior, emphasizing that fos-tering a positive attitude through training and awareness campaigns can signifi-cantly enhance food safety behaviors. Conversely, the relationship between knowledge and behavior is found to be slightly negative and statistically insig-nificant, suggesting that knowledge alone does not directly influence behavior. However, a moderate positive relationship between attitude and knowledge indi-cates that a positive attitude can facilitate the acquisition and retention of food safety knowledge. This study contributes to the broader understanding of food safety in the hospitality sector and offers practical recommendations for policy and training interventions to mitigate foodborne illnesses and enhance the repu-tation and sustainability of hotels.

Innovative Practice of Physical and Mental Health Management for Starred Hotels Staff in Hainan Province

Innovative Practice of Physical and Mental Health Management for Starred Hotels Staff in Hainan Province

The Effect of Green Leadership Perception on Environmental Commitment, Awareness, and Employees’ Green Behavior in Hotel Businesses: Research from a Generation Cohort Theory Perspective

This study was carried out to determine the relationships between green leadership perceived by hotel employees and environmental commitment, environmental awareness, and employees’ green behavior. In contrast to previous research in the literature, this study also examines the moderating role of generation in these relationships. The study was carried with employees of five-star hotel in Turkey. The data were analyzed with IBM SPSS AMOS 22 programs and significant effects between certain variables were detected. In addition, the research results indicate that generation has a moderating role in the relationships between green leadership, environmental awareness, and environmental commitment. As a result of the evaluation, a number of theoretical and practical contributions are presented for academicians working in the literature, sector representatives, and hotel business managers.

Market-oriented entrepreneurship and the impact of social media and crowdsourcing on continuous organizational learning. An empirical study

This research highlights the relationship between the market orientation of entrepreneurs and continuous organizational learning, as well as the influence of the use of social media and crowdsourcing as ideal tools for the implementation of the market orientation strategy for entrepreneurs. The empirical study was carried out in four and five-star hotels. The conclusions also recommend the widespread use of crowdsourcing as an indispensable tool for solving entrepreneurs' problems, capturing new ideas from Internet users and obtaining opinions on products and services, thus collaborating in continuous innovation in entrepreneurs. These tools represent a very important source of information for the market orientation strategy for entrepreneurs, which in turn encourages continuous organizational learning, ensuring that sustainable competitive advantages are gained over time.

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.

Bellboy Work Motivation: Studying at a Star Hotel in Bali

This study aims to determine the work motivation of bellboys at Hotel ABC Bali. Data collection was carried out by distributing questionnaires to bellboy staff, then confirmed through interviews with bell captains to confirm the results of the questionnaire and to conduct documentation as supporting evidence. The data analysis technique used in this study is a qualitative descriptive method. This study refers to the two-factor work motivation theory according to Fredrick Herzberg. The results of the analysis showed that the motivation of bellboy staff was 3.34 with a fairly satisfied predicate. As for the intrinsic or hygienic factor, it has the highest level of satisfaction, namely 3.57 with a satisfied predicate, while the extrinsic or motivation factor gets the lowest value, namely 3.11 with a fairly satisfied predicate.

Deciphering consumer behaviours in the innovative hospitality settings

Purpose This study aims to analyse the antecedents and consequences of consumer participation behaviour in the hotel industry. It investigates how citizenship behaviour influences the link between participation and switching intention. It also investigates hotel innovativeness, brand identification and consumer value co-creation using the frameworks of innovation diffusion theory, social identity theory and social exchange theory. By combining different academic perspectives, the study provides a thorough grasp of the elements that influence consumer behaviour and loyalty to hospitality brands. Design/methodology/approach This study used a descriptive-analytical approach to survey 526 guests who stayed at five-star hotels affiliated with chains in Egypt. The hotels were chosen using stratified random sampling, which ensured representation across multiple segments. For practical reasons, convenience sampling techniques were used to pick research participants. To test the study hypotheses, structural equation modelling was used, which provided a strong statistical analysis to assess the correlations between variables and validate the suggested theoretical framework. Findings The research indicates that hotel innovativeness has a substantial impact on consumers’ brand identification and involvement behaviour, but not their propensity to move brands. The relationship between participation behaviours and intention to switch is mediated by consumer citizenship behaviour. Research limitations/implications The cross-sectional study methodology may not address causal linkages or developmental difficulties because it only collected data at one point in time. A longer study period is required, and the sample group’s breadth is restricted to five-star hotel guests from Egypt’s chain-affiliated hotels. Originality/value This study offers a thorough methodology for assessing how hotel innovation influences consumer brand identification. It also looks at how consumer brand identification affects involvement and switching intentions. The study also investigates the moderating influence of consumer citizenship behaviour in the link between involvement and switching intentions.

The Effects of Managers' Leadership Styles on Employee Performance in Four-Star Hotels of Arusha City Council

Employee performance in four-star hotels in Arusha has been inconsistent, partly due to varying managerial leadership styles. This study investigates the effects of these leadership styles on employee performance in Arusha City Council. The research is grounded in a positivist philosophy, utilizing a mixed-methods approach with a dominant quantitative descriptive design based on multiple linear regression. The study draws upon key leadership theories, including transformational and transactional leadership theories, and examines the impact of specific leadership styles: democratic, autocratic, and laissez-faire. Stratified random sampling was employed to ensure representation across various departments, targeting a total population of 287 employees, with a final sample size of 167 participants. Data were collected using questionnaires and analyzed through descriptive and inferential statistics with the aid of SPSS (version 20). Notable hotels included in the study are Mount Meru Hotel, Arusha Serena Hotel, and Kibo Palace Hotel. Regression analysis indicated that all leadership styles significantly affect employee performance, with democratic leadership having the most positive impact. The study concludes that contingent leadership is essential for creating a work environment conducive to better performance in four-star hotels.

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.

Analisis Pengelolaan Limbah Bahan Berbahaya dan Beracun (B3) di Industri Perhotelan Kota Jambi

This research aims to identify the type and amount of B3 waste, identify B3 waste management based on Government Regulation Number 22 of 2021, as well as the SWOT strategy for B3 waste management in the Jambi City hotel industry. The research method is a mixed method. Data collection techniques were carried out by means of open interviews using questionnaires, documentation and literature studies. This research used two types of informants, namely 5 experts and 36 hotel staff, with a questionnaire as the data collection instrument. The results of this research are the type of B3 waste in hotels, namely used oil with the highest amount, namely 0.786 tonnes, and the smallest amount, namely used cloth, amounting to 0.009 tonnes. The research results also found that the hotels that produced the most B3 waste were 5-star hotels, amounting to 0.752 tons. The stages of B3 waste management implemented in the hotel industry are the reduction stage and the storage stage. In the SWOT diagram, it is in quadrant II, namely a combination of strategies between strengths and threats (ST strategy), namely central government regulations, administrative sanctions for hotels, reducing the use of B3 waste in hotels, preparing TPS for B3 waste not mixed with other waste, the government working together. with third parties for B3 waste management, inviting the public to protect the environment.

Service Encounter Front Office Di Yogyakarta Marriott Hotel

Service encounter implemented at Yogyakarta Marriott Hotel, one of the leading five-star hotels in Yogyakarta, Indonesia. Aspects such as interaction with the receptionist, room service, food and beverage service, and complaint handling were analyzed to identify their contribution to building a satisfying guest experience. The hotel utilizes modern technology and implements high service standards to improve efficiency and personalization of service. The findings indicate that the implementation of effective service encounters at Yogyakarta Marriott Hotel plays a significant role in enhancing guest satisfaction and customer loyalty. Well-trained staff, spontaneous actions, and responsive problem-solving skills contribute to creating a memorable stay experience. Efficient check-in and check-out processes, 24/7 room service, and informative concierge services are integral parts of the service encounter offered by this hotel. In addition, personalization of service and small gestures such as surprises for special moments build positive relationships with guests. The study concluded that the implementation of superior service encounters provides significant added value, strengthening the image of Yogyakarta Marriott Hotel as a premier hospitality destination in Yogyakarta. The hotel successfully meets guest expectations by providing a high-quality service experience, which differentiates it from competitors in the hospitality industry.

How and when does benevolent leadership promote followers’ proactive customer service behavior?

PurposeThis study aimed to investigate the impact of benevolent leadership on proactive customer service performance by creating a moderated mediation model. The model focuses on the role of harmonious passion as a mediator in the relationship between benevolent leadership and proactive customer service performance as well as the moderating influence of proactive personality on this mediation.Design/methodology/approachThe model was tested using data from 339 immediate supervisor-subordinate pairs in eight five-star hotels in Egypt. Frontline service employees and their immediate supervisors completed separate questionnaires, and the responses were matched using identification numbers.FindingsThe results indicate that harmonious passion fully mediates the positive relationship between benevolent leadership and proactive customer service performance. Additionally, proactive personality was found to moderate the mediated relationship between benevolent leadership and proactive customer service performance through harmonious passion, such that the mediation was stronger for employees with higher proactive personalities.Research limitations/implicationsBy testing the moderated mediation model, this study contributes to our theoretical understanding of the motivational mechanism through which benevolent leadership influences proactive customer service performance.Originality/valueThis research offers initial evidence of the mediating role of harmonious passion in the positive relationship between benevolent leadership and proactive customer service performance. The moderated mediation model extends existing findings by incorporating proactive personality as a significant moderator in explaining the impact of benevolent leadership on proactive customer service performance.

Examining product quality and competitiveness via online reviews: An integrated approach of importance performance competitor analysis and Kano model

Understanding and enhancing product quality and competitiveness are vital in today's market. By leveraging the significant potential of online reviews for market-wide consumer research and strategic quality enhancement, this study introduces a novel review analytics approach that combines Importance Performance Competitor Analysis (IPCA) with the Kano model to evaluate and improve product attributes. The proposed Kano-Weighted IPCA (KWIPCA) framework assesses the importance and performance of product attributes by independently weighting positive and negative reviews according to the principles of the Kano model, while also considering multiple competitors in the market. The final output is a user-friendly, four-quadrant matrix that provides comprehensive insights into the market importance of attributes, their relative achievement, and competitors' performance distribution. This KWIPCA matrix enables the evaluation of a product's strengths and weaknesses relative to competitors, identification of critical areas needing immediate improvement, and offers strategic guidance for enhancing overall customer satisfaction. To demonstrate and validate the KWIPCA framework, a case study was conducted using 8567 reviews of 22 five-star hotels in Seoul, South Korea. The results confirm the KWIPCA's effectiveness in providing actionable insights and competitive benchmarking.

Tax Optimization of Starred Hotels as an Effort Increasing Regional Original Income in the District West Manggarai

This research aims to examine the inhibiting factors in optimizing star hotel tax on local revenue and analyze the efforts and strategies undertaken so that star hotel tax collection increases and runs optimally. This research is a qualitative descriptive study. Data was collected through interviews and strengthened by literature study. The results of the research show that there are obstacles in optimizing star hotel taxes in increasing local revenue, namely limited human resources from the West Manggarai Regency Regional Revenue Agency, both as bailiffs, appraisers and inspectors, then there is still non-compliance by star hotel taxpayers in paying and reporting the tax. The existence of these obstacles means that efforts need to be made, including: improving the quality of tax collectors, coordinating with related agencies, socializing regional regulations to taxpayers regarding star hotel taxes, and intensifying tax assessments and inspections of star hotel tax objects. Researchers also recommend strategies for optimizing star hotel taxes to increase local revenue, including: expanding the revenue base, increasing supervision, and increasing the quality and quantity of employees at the West Manggarai Regency Regional Revenue Agency.

When UBUNTU Becomes the Parameter of Tourism Sustainability

This study examines how embracing the concept of UBUNTU (I am because we are) can enhance tourism sustainability through digitalization. It highlights the interconnectedness of environmental factors and human responsibility globally. The main goal is to promote a sense of belonging to sustain tourism, utilizing digital platforms. By fostering harmony within nature and society, particularly through digital channels, the aim is to raise awareness about sustainability and mitigate the negative impacts of mass tourism. The study also seeks to conserve nature and natural resources from the adverse effects of tourism and advocate for prioritizing the preservation of nature and natural resources over commercial features, such as promoting homestays over star hotels. It emphasizes that destroying nature for development will ultimately diminish tourism appeal. Through this research, the message is conveyed that protecting nature ensures the continuity of tourism and related employment opportunities.