Hotel Services Research Articles

Turetality (Safety Culture Hospitality) Application Model as an Occupational Health and Safety (OHS) Culture Media in Hotels in Yogyakarta

The tourism industry sector significantly impacts the national foreign exchange income. Indonesia boasts numerous tourist destinations, among which Yogyakarta stands out. This indeed affects the accommodation facilities for tourists, with hotels being a prominent example. One of the measures taken to enhance these accommodations involves the improvement of hotel services. This enhancement encompasses aspects such as ensuring the safety and well-being of both hotel visitors and staff. Notably, there are still instances where certain hotels exhibit shortcomings in the implementation of occupational health and safety (OHS) culture. The objective of this research is to analyze the requisite needs and develop a prototype application called Turetality (Safety Culture Hospitality), compatible with both Android and iOS platforms. This study employs a quantitative descriptive research methodology. The findings from this research indicate the necessity for both a reporting system for identified issues and a periodic monitoring mechanism, as there exists potential jeopardy to both health and safety. This application offers a resolution to prevalent issues such as delayed manual reporting and instances of unrecorded reporting. The interface and content of the application are tailored to meet the OHS requirements within the hotel industry. In conclusion, the prototype application Turetality stands to be well-received by users due to its capacity of being able to provide ease of use and secure handling of OHS reporting data within the hotel industry.

Clicks to Comfort: The Magic of Social Media Marketing in the Hotel Service Industry

Clicks to Comfort: The Magic of Social Media Marketing in the Hotel Service Industry

ФАКТОРИ ВПЛИВУ НА ЯКІСТЬ НАДАННЯ ПОСЛУГ ГОТЕЛЬНИМИ МЕРЕЖАМИ

Given the dynamics of economic, political, social, and environmental processes in the globalised world, a number of unresolved spectrums of internal and external influences are emerging on the hotel business. The issues of quality of hotel services and, accordingly, identification and consideration in the hotel business of the factors influencing the quality of service provision by hotel chains remain a priority under any circumstances, which determines the relevance of this study, in particular, with regard to the conditions for meeting quality standards and satisfying consumer needs in crisis conditions, conditions of uncertainty, and the urgency of resolving certain issues related to providing guests with appropriate conditions of basic and additional services and maintenance. The article is aimed at considering and formulating, on the example of hotel enterprises in Ukraine, the essence and significance of factors influencing the quality of service provision by hotel chains in the current business environment. The object of the study is the factors influencing the quality of service provision by hotel chains. The subject of the study is a set of theoretical and methodological foundations for determining the essence and peculiarities of determining and taking into account in economic activity the factors influencing the quality of service provision by hotel chains. The scientific novelty of the study is to summarize the arguments for determining the level of influence of various factors on the quality of service provision by hotel chains in Ukraine under martial law. Methodology and research methods. A number of methods have been used to reveal the topic of the research, the main of which are the methods of observation and comparison, synthesis and analysis, statistical; graphical and tabular techniques. The article summarizes the arguments on the expediency of determining the essence of the factors influencing the quality of service provision by hotel chains and taking into account their features in the context of the crisis in the Ukrainian economy. The article systemises scientific theoretical, methodological, analytical and applied principles concerning regulatory requirements to the quality of hotel services, as well as conditions for ensuring quality service by hotel chains. The results of the study may be of interest and use to a wide range of hospitality industry professionals, as well as higher education students studying in the fields of tourism and hotel and restaurant business.

ТЕОРЕТИЧНІ ОСНОВИ УПРАВЛІННЯ ІННОВАЦІЙНОЮ ДІЯЛЬНІСТЮ ПІДПРИЄМСТВ ГОТЕЛЬНО-РЕСТОРАННОГО БІЗНЕСУ

The from how correctly the system of innovative management of the development of the hotel and restaurant industry is being implemented at the current stage, it should be perceived by managers as an effective way of responding to market challenges, taking into account innovative processes and the latest trends in business development. The modern interpretation of innovation is complex and involves management actions, business motives, business activity and the ability to innovate. In accordance with international norms, it was determined that “innovation” is defined as the final result of innovative activity, which was embodied in the form of a new or improved product introduced on the market, a new or improved technological process used in practical activities, or in a new approach to “social services”. It is important to note that the introduction of various innovations prompts the management of the company to make logical and necessary changes in the structure of the organization, as well as changes in the methods of organization and management of the company. Conducting innovative activities is one of the key responsibilities of enterprise managers. Managers should take environmental factors into account, as the innovation market in Ukraine is dynamic and stable. Many external factors can interfere with the innovative activity of the enterprise. The use of innovative marketing in the hotel service depends on its orientation and the nature of the concept on which the innovation is based. Innovations that are most often found in the practice of the hotel business include: sensory marketing, aroma marketing, branding, loyalty programs, the use of multimedia technologies, promotion in social networks, electronic distribution, mobile device of the guest A modern hotel enterprise must learn to skillfully regulate its activities with the help of innovative marketing, which will allow it to significantly reduce the risks associated with the introduction of innovations, leaving the opportunity to maneuver resources in conditions of economic crisis and increased competition in the markets.

Innovative technologies in the hotel business as a factor in the sustainable development of the hospitality industry in the Rostov region

This study is aimed at analyzing the functioning features of the hotel services market in the city of Rostov-on-Don and the Rostov region, identifying factors for its sustainable development due to the introduction and application of innovative technologies in the hotel business. The intensive development of the hotel industry contributes to the need to develop new technologies for serving tourists in hotels, the introduction of innovative services and technical innovations. The article examines the key principles of innovation and the main types of innovation in the hotel industry, and assesses the accommodation facilities of the city of Rostovon- Don for the use of innovative technologies in the process of operation. In the hospitality industry, one can observe trends in the active implementation of new technologies: digitalization, streaming, virtual reality, etc. The transition to a digital future is sustainable and helps hotels successfully operate in accordance with ESG criteria and customer expectations. Processes related to innovation are aimed at establishing in full the results of research on a commercial basis to expand the list of products or services, improve their consumer characteristics, and develop innovative production technologies in order to strengthen the position of products in the market.

GENDER DIFFERENCES IN BUSINESS TRAVEL: IMPLICATIONS FOR HOTEL AND DESTINATION MANAGEMENT

Purpose – The aim of this study is to investigate the influence of gender differences on the evaluation of hotels and destination attributes with regard to business travel. Methodology/Design/Approach – This research employs a cross-sectional questionnaire survey and a sample of 318 business travellers. The analysis methods used are descriptive, such as a t-test, frequency distribution, cross tabulation and a chi-square analysis. Findings – The findings reveal significant differences when evaluating the attributes of hotels and destinations. Certain hotel attributes are rated at a significantly higher level by women than by men. Female respondents attained higher mean scores for all the destination attributes. Previous studies have attained very little knowledge in terms of understanding how gender works as regards differentiating business travellers’ behaviour. Originality of the research – The results support the hypothesis that gender influences the evaluation of hotel services and destinations. These findings may have significant implications for service innovation and positioning strategies in the business travel industry.

Dimensions of hotel service quality and its impacts on guest satisfaction and loyalty

Dimensions of hotel service quality and its impacts on guest satisfaction and loyalty

Перспективы развития управления гостиничным бизнесом в Сирии: оценка и прогнозирование

For economic diversification, forecasting positive long-term prospects, and consolidating a positive regional image at the international level, the development of global inbound tourism in the Middle East region is of particular importance. This article also reflects the prospects for the development of hotel services in Syria. The arguments in favor of the formation of an instrumental complex of state control and support of hotel services are presented. At the end of the analysis, the main results were identified and recommendations for further development of the hotel sector were developed.

Performance of The Front Office in Providing Services to Tourists Staying at The Kamarkoe Hotel

A hotel is a business that uses a specially provided building, where everyone can stay, eat, receive services anduse other facilities for a fee. The front office as a representative of the hotel and guest service management, isrequired to be able to handle and solve guest problems and complaints regarding service, facilities andemployee behavior professionally and efficiently in order to provide full satisfaction to guests. In this finalassignment the author explains the performance of the front office in providing services to tourists staying atthe Kamarkoe Hotel. This research method uses descriptive qualitative data with data collection techniques,namely observation, interviews, literature study and documentation. The purpose of this research is todetermine the performance of the front office in providing services to tourists staying at the Kamarkoe Hotel.The results of research on the performance of front office services at the Kamarkoe Hotel have maximallyimplemented the services provided by the front office staff.Keywords: E-marketing Model, New Normal

Job Stress and Employees' Satisfaction in the Hospitality and Tourism Sector of North East India

In the modern times, the demand for hotel and tourism services is increasing rapidly. As a result, hospitality employees face enormous professional pressure at work. This work pressure causes them stress at work. Since job satisfaction is a prerequisite for providing the highest quality services, it largely depends on the level of stress in the workplace. In this study, determinants of job stress have been identified first and then an attempt has been made to study the impact of job stress on employees’ satisfaction. The study has been conducted with the help of primary data collected from the sample respondents from the study region. The study applies factor analysis and multiple regression analysis. The study confirmed that Eustress has direct positive relations with the job satisfaction of employees. Since, the study reveals that Duration of Work (DW), Job Profile (JP), and Expectation of Management (EM) have positively influenced job satisfaction. HR Policy (HRP) and Work Pressure (WP) negatively affected job satisfaction and these aspects should be taken care of by the management.

Upaya Peningkatan Pelayanan Melalui Room Attendant di Hotel Grand Mercure Solo Baru

One of the factors that influences guest satisfaction is service quality. One effort to improve service quality is through the Housekeeping Department, in the Room Attendant section. These efforts can be enhanced through management and operational levels. Therefore, it is important to know the efforts made by the Grand Mercure Solo Baru Hotel to improve the quality of hotel services through the Room Attendant section. The research approach used in this research is a qualitative research approach. Primary data through direct observation in the field, in-depth interviews with sources, Executive Housekeeper, Casual Housekeeping Supervisor, field documentation in the form of field photos, and official documents provided legally. Secondary data uses articles, books and so on. The research instruments used in this research were observation and in-depth interviews. Data were analyzed by data reduction, data presentation, drawing conclusions and verification, final conclusions. Based on research, it was found that efforts to improve the quality of room attendant services through the managerial level are to hold routine training every 4 months, tightening the SOP for Room Attendants. At the operational level, the focus is on employee attitudes towards guests, including a clean and neat appearance according to SOPs and behavior with the 5S principles (smile, greet, salute, be polite, courteous).

Recognizing Hotel Visitors Preferences Based on Service Consumption Level Using K-Means Method

Consumer segmentation is an old issue that remains interesting to study today, given the magnitude of the benefits obtained when consumers can be segmented properly. Marketing cost efficiency is one of the great benefits of this process. Likewise, the effectiveness of marketing activities to maintain customer retention. It is because companies can better identify consumers. Based on the hotel service consumption level, this research could identify consumer clusters based on hotel consumer preferences. Thus, hotel management could target specific types of service promotion better and on target. This research built a hotel visitor clustering model using the K-Means Clustering method to determine customer segments based on the level and type of hotel service consumption. The K-Means model was built based on hotel visitor consumption data for each type of service. Furthermore, the hotel visitor clusters formed were identified by their characteristics. Four consumer clusters were obtained based on the silhouette score analysis, which described the characteristics of consumers in each cluster.

베트남 호텔의 서비스에 대한 고객공감이 라포르 및 고객시민행동에 미치는 영향

베트남 호텔의 서비스에 대한 고객공감이 라포르 및 고객시민행동에 미치는 영향

Homestay Service for Tourist Satisfaction in Rural Areas

Homestay services are less well-known than hotel services for tourism. However, homestay is an important aspect of tourism, not just as lodging but as a travel attraction. This study examines the influence of the homestay experience on tourist satisfaction and its significance within the context of the tourism industry. The homestay experience was examined using 244 survey questionnaires. This study demonstrated that homestay experience affects destination satisfaction and behavioural intention. Homestay services are a destination attraction because tourists want to experience the destination's traditional culture. To increase destination satisfaction, include local cultural activities in the accommodation service. Therefore, this study has the potential to improve our knowledge of the hospitality sector broadly.

DEVELOPMENT TRENDS OF THE GLOBAL HOTEL MARKET AND THE PLACE OF UKRAINE IN IT

Objective. The objective of the present article is to study trends in the development of the hotel services market in the world and Ukraine. Methods. The following methods were used: analogy, analysis, synthesis, deduction, logical generalization; statistical method (for the systematization of statistical materials regarding the number of hotels, their size, number of beds, determination of the number of overnight stays and average room occupancy, assessment of the impact of tourist flow on the dynamics of the development of the hotel industry); multidimensional factor analysis (to identify external and internal factors affecting the development trends of the hotel market in Ukraine and the world). Results. A comparative analysis of the dynamics of the development of regional hotel markets in the world was carried out and the fate of the Ukrainian market in the world was determined. The following indicators were analyzed: the total number of hotels and rooms; level of distribution of hotel chains; share of coverage of the world hotel market by hotel chains; value of hotel brands; dynamics of investment in the hotel market by continent. As a result of the analysis, it was established that the main players in the market of hotel services in the world are the USA, the EU, and China. These countries formed centers around themselves that extended their influence to other regions. Hotel chains were the main tool of competitive confrontation. Their share in the total share of the world hotel market increased. They covered more than 50% of the market, and in some countries it reached 90%. US hotel chains covered 40% of the world market of hotel services, were represented on all continents of the world and actively competed with Chinese ones. At the same time, the impact of the COVID-19 pandemic did not lead to a reduction in the number of hotels among the chains. Fixing a decrease in the total number of accommodation facilities in the world (independent and chain), the number of chain hotels increased from 119,000 to 157,000 during the studied period, and the number of rooms from 12 million units to 13 million, respectively. The impact of the pandemic on the overall dynamics of the development of the global hotel market showed a decrease in the number of hotels and rooms in the Americas, Asia and Oceania. On the contrary, the share of EU countries has increased. The growth of Ukraine's share in the European market is also recorded. However, these increases were not due to an increase in the number of hotels, but to a lower rate of their reduction due to the COVID-19 pandemic. It was established that the dynamics of investment activity is gradually reaching pre-pandemic financing volumes. The leading position continues to be retained by the USA with a level of 60% of the global volume of investments in the industry. The countries of Europe, Asia and Oceania keep this indicator at the level of 30%. It has been proven that in the conditions of competition between the USA, China, and the EU, Ukrainian hotel chains could expand only towards the post-Soviet space (the countries of Central Asia and the Caucasus) - as a free territory.

INFLUENCE OF PERCEIVED QUALITY ON THE OVERALL SATISFACTION EXPERIENCE OF HOTEL GUESTS

The hotel industry has seen many changes in the last few years, some of which can be attributed to the quickening pace of technological advancement, shifting traveler preferences due to health concerns, and turbulent political and economic events that forced hotel management to place a premium on product and service quality. To thrive in a progressively cutthroat market, lodging establishments need to be prepared to adjust and tweak their operational procedures. Aware of the fact that users very quickly leave hotel accommodations whose services do not meet their expectations, needs, and desires and go to the competition. Therefore, prominent hotel chains, on the one hand, take into account the needs and wishes of their guests, and on the other hand, the quality of service in the hotel, but also the final destination, i.e. the very appearance and impression of the destination. In the hotel industry, achieving acceptable quality is a difficult process that calls for specific knowledge and abilities in every department as well as essential communication with hotel employees. Only consistently trained staff members who are committed to guest satisfaction can effectively manage quality in a hotel, which eventually boosts earnings, reduces expenses, and adds value to the establishment. This study looked into how a guest’s overall perception of the hotel and its services was affected by the expected caliber of that service. Hypothesis One: Perceived quality of service in a hotel is positively influenced by the hotel’s physical environment, attractiveness and construction of the destination, interaction with employees, and accompanying services and amenities in the hotel. Hypothesis Two: The pronounced heterogeneity of hotel service users, their motives for choosing a hotel, and the necessity of interactions with hotel staff are positively correlated with the perception of the level of service quality in the hotel. The paper will test hypotheses regarding the relationship between the physical hotel environment, its attractiveness, the destination’s construction, interactions with staff, and the hotel’s amenities and ancillary services and perceived quality of service. Simultaneously, an attempt will be made to ascertain the relationship between the reason for selecting the hotel and the perceived quality of services offered, as well as the importance of interacting and fostering a good rapport with service providers.

Analysis of Smart Technologies Used in Smart Hotels

Purpose –The development and widespread use of smart technologies have led to the emergence of smart hotels. Smart hotels are smart systems that provide benefits to all stakeholders (staff, managers, customers, hotel owners) in the hospitality sector with smart technologies and interact with each other. Hotels that utilize smart technologies differentiate the hotel service, provide superiority in competition, and reduce hotel costs. This study aims to analyze the hotels in the world where smart technologies are used and the type, purpose of use, and customer touchpoints of the smart technologies used in these hotels and to provide a perspective and foresight for hotels.Design/methodology/approach –The data used in the research were obtained from secondary sources. The document analysis method, one of the qualitative research methods, was used to analyze the sources. The content analysis technique was used to analyze the data. A seven-step systematic review process was applied in the research. The seven-step review process consists of the following stages: (1) determining the review objectives and formulating the research questions; (2) determining the search terms and selection criteria; (3) searching for smart hotel applications before clarifying the exclusion and inclusion criteria; (4) evaluating the quality and suitability of smart hotel applications; (5) determining the content analysis review variables (6) conducting content analysis, and (7) synthesizing and reporting the findings. The population of the research consists of all hotels where smart technologies are used. In the research, 1084 smart hotels were determined as a sample. The data was collected via the internet between 1 December 2022 and 20 June 2023.Findings –The most used technologies in hotels are cloud computing, artificial intelligence, big data, IoT, NFC, and recognition technologies. Blockchain, mixed reality, metaverse, and 3D printers are the least used technologies. The most common use of smart technologies is at the first, second, third, and fourth customer touchpoints. While the majority of hotels use 6 or more types of smart technologies, the second place is occupied by hotels using between 2 and 5 types of smart technologies. Smart technologies are most often used in customer-facing services and transactions.Discussion –Providing a personalized experience and responding quickly to their guests' needs is a common goal for all smart hotels. Some hotels provide their guests with IoT-enabled tablets to control all the functions offered, while others have mobile applications downloaded from Play stores. Some hotels are investing more in AI and robotics technology for butler, housekeeper, and doorman services, while others are using AI, big data, and IoT to provide personalized services to customers. In the future,smart hotel rooms are expected to be different from today, and even unmanned hotels are expected to appear more

Role of the Green Supply Chain on Improving the Quality of Hotels Services: A Field Study in the Hotels of the Capital City of Sana'a

This study aimed to investigate the impact of green supply chains on the enhancement of hotel service quality within the hotels of the capital city of Sana’a. Furthermore, the research sought to examine the adjusted role of hotel size in influencing the relationship between green supply chain management and the quality of hotel services. To accomplish these objectives, a descriptive-analytical approach was employed. The data was collected by a questionnaire. A total sample of 313 individuals was selected randomly from a population of (1214). The data analysis was conducted using the partial least squares structural equation modeling (PLS-SEM) technique with the Smart PLS software, as well as the Statistical Package for the Social Sciences (SPSS). The findings of the study revealed a statistically significant role played by green supply chains in improving the quality of hotel services in Sana'a. Additionally, the study underscored that the size of the hotel moderates the relationship between the management of green supply chains and the quality of hotel services.

INTERNATIONAL HOTEL SERVICE INDUSTRY TRENDS

Objective. The objective of the article is an overview of the current state of the global market of hotel services, an analysis of trends in the hotel industry. Methods. Data from international hotel companies, data from hotel groups by the number of rooms, and the main global trends in the hotel industry were used in the study of trends in the world market of the hotel industry. Results. The article examines the current state of the world market of hotel services and analyzes current global trends in the hospitality industry using data from international hotel companies, data from hotel groups by number of rooms, as well as the main international trends in the hotel industry. The results of the article are that the hotel industry has undergone enormous changes and destruction over the past two decades. In order to survive in the conditions of modern competition, hotel companies began to introduce innovations and monitor trends in the hotel industry. Hospitality international companies represent an industry in constant flux, where major hotel companies compete with innovation and growth strategies to remain competitive in the global hospitality industry market. The development of international hotel companies is the result of the expansion of the world market of hotel services and reflects the general trend towards globalization. The modern global hotel industry is characterized by several key trends - deeper specialization of services, the use of information systems for technological support and marketing, the creation of hotel chains, the integration of capital with other sectors of the economy, the use of scientific management and the development of a network of small hotel enterprises.

Regulatory Impact of Competitions of Professional Skills in the Provision of Accommodation Services (Hotel Services) in Tourism

In the conditions of development of inbound and domestic tourism in the Russian Federation, there is an increasing need for professional staff, including for the sphere of accommodation services (hotel services). In this regard, it is relevant to search for effective tools for the professional development of personnel, which include contests of professional excellence. The study studied the main goals and objectives of national and all-Russian professional competitions, assessed the regulatory impact of the regional competition «Irkutsk Hospitality» implemented in the Irkutsk region in the period 2012–2023. The increasing role of professional competitions held at the federal and regional level in the formation of competitive professionals (managers, mentors, receptionists (administrators), waiters, room service specialists (maids) and others), establishing a constructive dialog of parties interested in the development of accommodation services (hotel services), promotion of tourist areas. Recommendations aimed at strengthening the regulatory impact of regional competitions of professional excellence were developed, related to holding municipal stages of the competition in the territory of the Irkutsk region, expanding the number of participants and stakeholders, organizing the discussion of problematic issues within the framework of the competition (round tables, etc.), including the competition in the number of recognizable events in the region.