Hotel Service Industry Standards: Methodological and Practical Aspects

This study explores the impacts of employee perceived corporate social responsibility (CSR) and resilience capability on service innovation performance and employee well-being, focusing on the mediating roles of job and leisure crafting. Using a quantitative approach, data were collected from 23 business hotels and leisure resorts in Taiwan, yielding 563 valid responses (93.8% response rate). Results show that perceived CSR significantly enhances job and leisure crafting, leading to improved service innovation and well-being. The findings underscore the importance of CSR in reshaping work and leisure roles to improve organizational performance and employee health. Greater resilience enables employees to adapt to change and reinvent their roles effectively. This study contributes to theory and practice by applying Social Information Processing and Conservation of Resources theories to explain how CSR and resilience jointly foster proactive behaviors. The findings offer practical guidance for hotel managers to improve HR practices and strengthen employee well-being and innovation during crises.

The hospitality industry, taking into account the diverse needs of customers with disabilities, is an important aspect of inclusive tourism. The growing demand for accessibility in the hotel industry requires hotel businesses to provide appropriate hotel services and create special conditions that ensure comfort and safety for people with special needs and open up new opportunities for them to participate in travel and leisure. This includes not only physical accessibility, but also consideration of the psychological, social and cultural aspects of service. The article discusses the socio-psychological characteristics of providing services to people with special needs in the hospitality industry, as well as the importance of adapting hotel infrastructure, service personnel and services to the needs of this category of guests. Based on the analysis of domestic and foreign scientific works, the following have been identified socio-psychological features of serving people with disabilities in the hospitality industry, which require an individual approach, taking into account specific psychological characteristics and needs. The socio-psychological characteristics of serving people with special needs in hotels in Germany must not only correspond to the classification and concept of the hotel and reflect all the specific features of the hotel industry, but also require a high level of training for hotel service staff.

With the advancement of economic globalization and the booming tourism industry, the hotel sector, as a crucial component of the service industry, faces increasingly fierce competition. According to relevant data, the number of hotels has continued to grow in recent years, while market saturation has gradually increased. In 2023 alone, there were 343,545 accommodation facilities nationwide with over 15 rooms each, totaling 17,321,745 guest rooms. Under such market conditions, competition among hotels has intensified, making it imperative for every hotel operator to consider how to stand out among numerous competitors. In the fiercely competitive hotel market, service innovation has become the key to hotels gaining a competitive advantage. Customer satisfaction, as an important indicator for measuring the quality of hotel services and business performance, is directly related to the hotel's reputation, return rate, and market competitiveness. Service quality plays a crucial mediating role between hotel service innovation and customer satisfaction. High quality service is the foundation for achieving service innovation and the key to improving customer satisfaction.

Task Scheduling and Path Planning of Hotel Service Robots Driven by Artificial Intelligence

The addressed theme focused on the importance of online reviews in contemporary hotel industry, emphasizing the crucial role customers play in sharing their opinions and experiences through review platforms. Therefore, the research aimed to contribute to the improvement of hotel services by highlighting the relevance of perceived quality in various aspects, such as location, comfort, cleanliness, cost-benefit, and Wi-Fi availability. In this context, the main objective of this article was to analyze the most present positive and negative factors in online reviews of hotels in the Cabo Branco district, Paraiba. Regarding the methodological approach, reviews of hotels listed on the Booking and TripAdvisor platforms were collected and analyzed, focusing on the Cabo Branco district, PB. The results revealed that location, cleanliness, and Wi-Fi quality emerged as the main positive aspects highlighted by customers, while cost-benefit and the amount paid for the service were pointed out as the main negative factors. For future research, it is recommended to conduct longitudinal studies to monitor the evolution of reviews over time, as well as a more in-depth investigation into the factors that influence customer satisfaction in the hotel industry. This includes aspects such as organizational culture, customer experience, and technological innovations. These approaches can provide valuable insights for the development of effective management strategies and the improvement of hotel service quality.

This study aims to analyze the influence of service quality on customer loyalty at Ibis Hotel Bandung. The hospitality industry is highly competitive, and maintaining customer loyalty is crucial for business sustainability. Service quality is considered a key factor influencing customer decisions to repurchase and recommend hotel services to others. This research uses a quantitative method with a survey approach, involving 100 customers who have stayed at Ibis Hotel Bandung. Data were collected through questionnaires measuring five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The data were analyzed using multiple linear regression to determine the significance of each dimension’s effect on customer loyalty.The results show that service quality significantly influences customer loyalty at Ibis Hotel Bandung. Among the dimensions, reliability and assurance have the highest positive impact, indicating that customers value consistent service performance and the confidence provided by hotel staff. Tangibles, such as cleanliness and room facilities, also contribute to loyalty, though to a lesser extent. Responsiveness and empathy were found to positively affect loyalty by creating comfort and trust in customers during their stay. These findings imply that Ibis Hotel Bandung must continuously maintain and improve its service quality, especially in ensuring reliable and assured services to increase customer retention and recommendations. This study contributes to the hotel management literature by reaffirming that excellent service quality is a strategic asset in building and sustaining customer loyalty in the hospitality industry.

Sentiment analysis of guest reviews is a crucial aspect in improving the quality of hotel services. This study aims to analyze the sentiment of guest reviews regarding the services of Grand Diamond Hotel Yogyakarta using a machine learning approach with the Support Vector Machine (SVM) algorithm. SVM was chosen because it can handle high-dimensional data such as text and is capable of forming an optimal separating hyperplane between sentiment classes. The research data was obtained through web scraping from Traveloka, yielding 1,119 reviews, which were processed through preprocessing, translation, and sentiment labeling using the TextBlob library. After TF-IDF weighting, the data was divided into 80% for training and 20% for testing. The linear kernel SVM model achieved 80% accuracy in classifying the reviews into positive, negative, and neutral categories. The results of this study were implemented in a web-based application equipped with data visualization and model evaluation features, allowing hotel management to efficiently monitor and analyze guest sentiment and support data-driven service quality improvement.

With the in-depth penetration of the digital economy, Internet platform enterprises have become a core driving force behind the transformation of China’s economic structure and social lifestyle. Compared with traditional enterprises, Internet platform enterprises exhibit unique financial characteristics: "high growth relies on user scale and network effects, while profitability and financial flexibility are constrained by multiple factors". As a leading local life service platform in China, Meituan’s financial statements not only reflect the profit advantages of its core businesses (such as food delivery and in-store & hotel services) but also expose the practical pressures of new business losses and cash flow fluctuations. This study takes Meituan’s financial data from 2018 to 2023 as the research sample, combines a three-dimensional analysis of the income statement, balance sheet, and cash flow statement, and uses DuPont Analysis to decompose the driving factors of Return on Equity (ROE) to systematically explore Meituan’s financial flexibility level and profit model characteristics. The research findings show that Meituan’s profit model presents a "dual-drive + strategic reserve" structure: the food delivery business contributes stable cash flow, the in-store & hotel business provides core profit support, but the continuous investment in new businesses (such as community group buying, mobility services, and retail) significantly drags down overall profitability. In terms of financial flexibility, Meituan mainly relies on capital market financing (equity + debt) to maintain expansion rather than the accumulation of internal operating cash flow, forming a short-term cycle of "financing - investment - loss - refinancing". In the long run, although new businesses suppress profits in the short term, they still have strategic value to become important growth drivers in the future under the combined influence of market competition and policy environment. This study not only fills the research gap in the theory of financial flexibility and profit model interaction of Internet platform enterprises but also provides practical references for platform enterprises to optimize their financial structure and for policymakers to improve the regulatory framework.

This study aims to determine the effect of employee performance quality on the level of service received by hotel guests. In the hospitality industry, employees have a central role in creating a positive guest experience. Employee performance includes various aspects such as work skills, attitudes, responsibilities, speed, and interpersonal communication skills. This study uses a quantitative approach with a survey method on guests and management of starred hotels in the Harbour Bay Batam area. The results of the analysis show that there is a significant and positive relationship between employee performance quality and service satisfaction felt by guests. Employees who have high performance are proven to be able to provide more responsive, friendly, and professional services. Therefore, improving employee competence and motivation is very important in supporting the overall quality of hotel services. This study recommends ongoing training programs and performance-based reward systems as strategies for improving the quality of hotel services.

The article concentrates on some debatable issues related to the legal nature of the term «hotel product» in the new paradigm of hotel legislation. In economics, the concept of «product» refers to everything that can be presented on the market to satisfy consumer needs, i.e., this includes goods, works, and services. Economists consider a hotel product as a complex (a package) of services or identify it with the guest service cycle in accommodation facilities. However, the hotel product is not limited to the provision of services. In a competitive hospitality services market, the desire of enterprises to obtain the highest profit and the growing solvency of service consumers encourage hotel businesses to provide not only accommodation and meals, but necessitates the expansion of the scope of additional and related services. This enriches the meaning of the concept of «hotel product» and expands the scope of activity of hotel enterprises providing services not only of their own production, but also of related industries. Ukrainian scientists Y. Opanaschuk, S. Kepel, P. Putsentailo consider a hotel product either as a component of a hotel service or as a set of services provided under a hotel service contract, that is, they identify the concepts of «hotel product» and «hotel services»; or as a broader concept that, in addition to hotel services, includes other services that can be provided by a hotel. O. Remeslova suggests using the term «hotel product», taking as a basis the concept of a tourist product, provided in the Law of Ukraine «On Tourism». In our opinion, a hotel product is a set of hotel services and material goods that combines at least two such services provided by the performer for the purchase, use, consumption and satisfaction of certain needs of consumers at a certain price, which includes basic and additional services provided to the consumer in accordance with the hotel category. According to Andriy Ustinsky, this approach is erroneous, because hotel services are complex in nature and there is no need to allocate a new category for mediating a complex of hotel services. Based on the analysis conducted, the author concludes that although the general legal framework relating to the hotel services market in Ukraine has already been established, specific regulatory support is still lacking. Therefore, the adoption of advanced legislation on the hotel industry, enshrining the term «hotel product» in it, will contribute to improving the quality of hotel services, ensuring their comprehensiveness, protection and defense of the rights of consumers of hotel services.

Purpose This study aims to explore the impact of the severity of artificial intelligence (AI) service failure on consumer forgiveness willingness in the context of contactless hotel services. In addition, it examines the mediating role of perceived betrayal and the moderating effects of brand attachment and the cuteness of hotel robots on these relationships. Design/methodology/approach A 2 (severity of AI service failure: high vs low) × 2 (robot cuteness: high vs low) between-subjects experiment was conducted on the Credamo platform. A total of 840 participants completed the questionnaire, and after data screening, 735 valid responses were used for analysis. Findings This study finds that the severity of AI service failure significantly increases consumers’ perceived betrayal and decreases forgiveness willingness. Perceived betrayal mediates the relationship between AI service failure severity and forgiveness willingness. In addition, brand attachment moderates the effect of AI service failure severity on perceived betrayal. The moderating effect of hotel robot cuteness is not significant. Originality/value This study extends service failure research to AI-powered contactless contexts, clarifying the mediating role of perceived betrayal and the moderating role of brand attachment. It fills a theoretical gap and offers actionable insights for managing consumer forgiveness after AI service breakdowns.

Today's business development is characterized by diverse competition in all sectors. This situation increasingly demands businesses to have appropriate strategies to meet sales volume targets. Given the increasingly dynamic development of technology, people are required to act quickly and precisely to stay competitive. Marketing is crucial in line with the increasing demands of society.This study aims to determine the effect of service quality and location on customer satisfaction at the Mathilda Hotel. Customer satisfaction is a crucial factor in the sustainability of the hotel business, therefore, service quality and location are aspects that must be taken seriously. This research method used a quantitative method, with data collection techniques through distributing questionnaires to Mathilda Hotel customers. Data analysis was conducted using validity tests, reliability tests, multiple linear regression, and hypothesis testing (t-tests and f-tests) to determine the effect of independent variables on the dependent variable.The results showed that service quality has a positive and significant effect on customer satisfaction, while location also has a positive and significant effect on customer satisfaction. Simultaneously, service quality and location have a significant effect on customer satisfaction at the Matilda Hotel. Thus, it can be concluded that improving the quality of excellent service and selecting a strategic location are important factors in increasing customer satisfaction and loyalty to Hotel Mathilda.

The article studies problems of cost cutting and client loyalty management in hotel business illustrated by changes in price policy on F&B services (breakfast included). Special attention is paid to analyzing the impact of rising breakfast cost to the rate of guest satisfaction and indicators of operative efficiency. Systemic analysis showed that successful cost management is possible not only at the expense of cost cutting but through adequate use of the resource base and personnel involvement. Studying changes in service prime cost showed that cost minimization does not necessarily cause reduction in client loyalty, in case service is maintained at high level thanks to employees’ professionalism. The author underlined the role of human factor, client-orientation and personalized approach, which could smooth after-effects of economic changes and foster keeping and even raising guest satisfaction. The article also focuses on the importance of introducing innovation in catering management to improve competitiveness and develop steadily hotel enterprises. The obtained findings can form a basis for elaboration of effective strategies in the field of cost optimization and increase in valuable offer in hotel sector.

Delivering equitable, tailored, and high-quality services has historically been a major challenge for the hospitality industry, with human staff relying on subjective judgment and limited foresight to anticipate guest needs. The emergence of artificial intelligence (AI) and machine learning (ML) technologies is transforming this landscape by enabling hotels to provide personalized, bias-mitigating services at scale. This article examines the potential of AI- and ML-driven tools—including chatbots, virtual assistants, and fair algorithmic systems—to enhance customer interactions, improve operational efficiency, and dismantle long-standing stereotypes embedded in traditional hospitality practices. Drawing upon recent studies, it explores how transparent and ethically designed AI systems can rival or surpass human-delivered services by predicting guest preferences with greater accuracy, facilitating real-time personalization, and promoting inclusivity across diverse customer segments. Furthermore, the paper investigates consumers’ perceptions of trust, privacy, and autonomy when interacting with automated services compared to human staff, emphasizing the importance of ethical governance, data security, and robust countermeasures to prevent unintended discrimination. By balancing technological innovation with strong ethical frameworks, hotels can redefine industry benchmarks, foster socially responsible and guest-centric service models, and contribute to the creation of a fairer, more adaptive, and customer-oriented hospitality environment.

This study aims to systematically obtain expert consensus on the critical elements within the construct of "Preserving Religious Wellbeing", one of the core domains in Maqasid Shariah, for the development of a Shariah-compliant hotel service model in Malaysia. The Fuzzy Delphi Method (FDM) was employed, involving a panel of experts with experience in Shariah, hospitality, and halal management. A total of 12 items were evaluated and analyzed using three main criteria: threshold value (d ≤ 0.2), percentage of agreement (≥ 75%), and fuzzy score exceeding the mean score. The analysis revealed that six items achieved consensus and were validated as critical elements. These included the provision of prayer facilities, display of prayer times, clear qibla direction, and support for worship during Ramadan. The findings provide a strong foundation for developing structured guidelines and models for Shariah-compliant hotel services based on Maqasid Shariah values. The study also demonstrates the effectiveness of the FDM in obtaining systematic and structured expert evaluations.

This study aims to investigate the impact of the physical environment on relationship quality and its associated dimensions (satisfaction, trust and commitment) in Algerian hotels. A descriptive analytical approach was adopted, with paper and electronic questionnaires serving as the primary tools for collecting practical data and information. The questionnaires were distributed to a non-probability sample of customerswith experience of three-star and above hotel services in Algeria. A total of 300 valid responses were retrieved for analysis. SPSS v26 was used to describe and analyse the characteristics of the study sample and their responses to the survey questions. Partial Least Squares (PLS) was employed in Structural Equation Modelling (SEM), using SmartPLS4 statistical software, to analyse the relationships between the variables. The findings indicated that the physical environment positively influences relationship quality, having a greater impact on satisfaction than on trust and commitment. Furthermore, the effect of the physical environment on trust increased with satisfaction as a mediator, as did its impact on commitment with satisfaction and trust as mediators. Based on these results, we provide a set of recommendations, including the suggestion that hotel institutions operating in the Algerian service market pay attention to the physical environment of their services.

Today, the quality of hotel services plays an important role in satisfying customer needs. In the world practice of hotel chains, high quality of service is a key factor for making a profi t. The article is devoted to the issues of quality control of hotel services.

Subject. The article discusses the tourist tax introduced in 2025. Objectives. The focus is on a comprehensive study of the new local tax, the need for its introduction, and assessment of its impact on the development of Russian regions. Methods. The methodological basis of the study was theoretical and legal foundations of the tourist tax. The study employed general scientific methods and approaches, i.e. analysis of regulatory framework, comparison, generalization, and systematization. Results. The paper presents the main stages of taxation of Russian tourism, considers the expediency of the tax introduction, its elements, weaknesses, and offers measures to address them. It notes that the tax is a source of income for local budgets and, thus, a source of tourist complex financing of a particular territory. The funds received are planned to be used for the maintenance of hotel and tourist services, which will subsequently attract a stream of new customers and lead to an increase in income. Conclusions. The findings revealed disadvantages of the tourist tax: rising prices for hotel accommodation; problems with tax administration and control; unfair pricing policy in resort areas; problems with the basic elements of taxation. The paper suggests possible solutions to the identified shortcomings.

The increasing influence of online reviews on consumer choices in the hospitality sector has made sentiment analysis a valuable tool for assessing service quality. Although many studies have addressed service quality in tourism, few have focused on the systematic use of Natural Language Processing (NLP) methods to analyse customer opinions about hotels in specific destinations. This study addresses this gap by applying sentiment analysis to evaluate Polish-language online reviews of four prominent hotels in Sopot, a major seaside resort in Poland. The aim was to identify the most frequently mentioned strengths and weaknesses of hotel services. The analysis was conducted using the VADER (Valence Aware Dictionary and sEntiment Reasoner) algorithm integrated with Python-based NLP techniques. A total of 947 reviews were collected from Google Maps and processed for sentiment classification and keyword extraction using TF-IDF. The findings reveal that customers most frequently praise service quality, hotel location, and breakfast offerings. In contrast, negative feedback often concerns reception desk operations, room conditions, and spa or pool facilities. Despite some inconsistencies in service quality, overall sentiment was more positive than negative. The study confirms that sentiment analysis can effectively identify areas for improvement and support data-driven decision-making in hotel service management. The results offer practical implications for hospitality managers aiming to optimise service quality and increase competitiveness in tourist destinations.