Hotel Managers Research Articles

Blended Teaching Design of Hotel Customer Management based on Xuexi Tong

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

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

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

Relationship between indoor environmental quality and guests’ comfort and satisfaction at green hotels: A comprehensive review

Abstract Recent studies have focused on different aspects of green management, practices, and green consumption in the hotel industry. However, there is a need to explore and better understand the association between indoor environmental quality (IEQ) and green hotel guest’s comfort. Therefore, it is essential to explore the effects of IEQ on the comfort and satisfaction of green hotel guests. This study conducts a comprehensive review of the effects of various IEQ parameters, including indoor air quality, thermal comfort, lighting, visual/view, acoustic comfort, building characteristics, decoration, and indoor greenery, on guest’s comfort and satisfaction in green hotels. Based on previous literature, it was also revealed that most current green building schemes lack of comprehensive evaluation of the performance of IEQ dimensions in green hotels. It was also observed that these IEQ parameters show a significant influence on the hotel guest’s comfort and satisfaction. Based on the findings of the literature review, a conceptual model was developed to represent the relationship between the IEQ parameters and guest’s comfort and satisfaction. The proposed conceptual model can be implemented by the hotel management for a comprehensive assessment of guests’ perceptions toward the IEQ in green hotels. The novelty of this study is based on its findings that establish a more effective IEQ evaluation method and serve as the reference scenario of IEQ, which can be a useful tool for both academician and practitioners and contribute to improving the indoor environmental performance of green hotels through highlighting the key IEQ parameters, which affect the comfort and satisfaction of hotel guests.

The Strategic Impact of Service Quality and Environmental Sustainability on Financial Performance: A Case Study of 5-Star Hotels in Athens

This study explores the impact of guest satisfaction on the financial performance of 5-star hotels, with a focus on both service quality and environmental sustainability. The purpose of the research is to understand how improvements in key satisfaction dimensions influence hotel profitability, as measured by EBITDA, ROA, and ROE. Satisfaction was measured across SERVQAUL dimensions and the dimension of environmental sustainability. The data were analyzed using the Multicriteria Satisfaction Analysis (MUSA) method and linear regression models to determine the effect of satisfaction on financial performance. Results indicate that responsiveness is the most important factor for guests, while environmental sustainability ranks high in importance but shows lower satisfaction scores. The findings suggest that investing in both service quality and sustainability can significantly enhance a hotel’s financial returns. The study concludes that hotel managers should prioritize improvements in environmental sustainability and responsiveness to optimize guest satisfaction and financial performance.

Students' Journey in BS Hospitality Management Program

The field of hospitality management is rapidly evolving due to global tourism growth and technological advancements. This research delves into students' journeys in hospitality management programs, examining their motivations, experiences, challenges, and career aspirations. Researchers conducted interviews with fifteen BSHM students, employing a qualitative case study. The study reveals that students are primarily motivated by the program's activities, preparation, and the dynamic nature of the hospitality industry. Academic experiences are enriched by hands-on training, internships, and industry interactions, which are crucial for bridging theoretical knowledge and practical skills. However, students need help balancing work and study, meeting high expectations for practical proficiency, and navigating a competitive job market. Career aspirations among students are diverse, ranging from hotel management and event planning to entrepreneurship and consultancy. The research underscores the necessity for academic institutions to continually adapt their programs to meet industry standards and student needs, ensuring graduates are well-prepared for the evolving demands of the hospitality sector. This study provides valuable insights for educators, policymakers, and industry stakeholders to enhance educational practices and support student success in this vibrant field.

Talent Training Mode Reform Ideas of Hotel Management and Digital Operation Major Based on the Professional Skills Competition

Talent Training Mode Reform Ideas of Hotel Management and Digital Operation Major Based on the Professional Skills Competition

Role of Strategic HRM as Mediator of Intellectual Assets and Knowledge Sharing of Hotel Performance in West Java

In addition to examining the factors affecting organizational performance and hotel performance, this research aims to investigate the relationship between knowledge sharing and intellectual assets and hotel strategic human resource management (HRM). To create a robust knowledge culture, strategic HRM and hotel management should collaborate. This can be accomplished by holding team meetings, workshops, employee development programs, and discussion forums to promote cooperation and knowledge exchange among staff members. Maintain a competitive edge in the hospitality sector, while offering visitors outstanding service. This research was done using quantitative methods. In this study, 185 employees served as samples. Structural equation modeling was used in the analysis method (SEM). The findings demonstrated that knowledge sharing and intellectual assets impact the hotel’s strategic HRM. Hotel performance is impacted by knowledge sharing and intellectual assets. Strategic HRM influences organizational performance. Intellectual assets and knowledge sharing affect hotel performance through strategic HRM. By increasing employee knowledge and skills and encouraging collaboration and continuous learning, hotels can improve organizational performance, provide superior service to guests, and stay competitive in the hospitality industry. Strategic HRM should work closely with hotel management to build a strong knowledge culture. This can be accomplished by carrying out initiatives like staff development and training, workshops, team meetings, and discussion forums to encourage collaboration and knowledge sharing among employees. Keywords: intellectual assets, knowledge sharing, strategic HRM, organizational

The future of tourism: interview with emeritus professor Pauline Sheldon on regenerative tourism

PurposeAs the Journal of Tourism Futures (JTF) celebrates its 10th Anniversary, Dr Ian Yeoman (Hotel Management School Leeuwarden) interviews Emeritus Professor Pauline Sheldon (University of Hawaiʻi) about transformation and the regenerative future of tourism, a special issue published by the journal in 2022.Design/methodology/approachA personal interview.FindingsEmeritus Professor Pauline Sheldon highlights the importance of regenerative tourism for the future and the role the JTF plays in this field. In particular, Sheldon highlights the pioneering research and practice of Dr Dianne Dredge, who has championed a pathway on regenerative tourism.Originality/valueThe interview provides insights into the directions of regenerative tourism and research about the future of tourism.

Is Business Sustainability Possible? The Moderating Role of Place of Work in the Relationship between Hotel Safety Culture, Job Satisfaction, Organizational Commitment and Customer-Oriented Behavior: A Cross-Regional Study

Safety culture is a key feature between employees’ job performance and organizational commitment. Hotel businesses are an important component of the service sector, and a customer-oriented approach in these businesses increases organizational performance. Therefore, the increased organizational commitment of employees plays an important role in the implementation of a customer-oriented approach. In this study, hotel safety culture, which is one of the important factors for business performance sustainability, is examined. In addition, the effect of hotel safety culture on job satisfaction, organizational commitment and customer-oriented behavior is examined. In this context, the research data were collected from the employees of 5-star hotels operating in Antalya and Doha through a questionnaire. The data were analyzed using PLS-SEM 4.0. As a result of the research, some significant effects were found between the variables in the hypothetical research model. Based on the results obtained, theoretically, in support of the studies in the literature, a positive relationship was found between perceived safety culture and employees’ job performance. Accordingly, as practical suggestions, it is recommended that hotel managers take measures to increase the safety culture (staff training, increasing physical measures, making warning signs visible, etc.).

The Effect of Online Music Therapy Interventions on Reducing Stress Levels in Small Hotel Managers: A Mixed-Methods Pilot Study

Abstract The rapidly changing business environment and increasing uncertainties due to the coronavirus disease 2019 pandemic since 2020 have led to heightened stress levels among managers. This study employed a mixed-method design to examine the effects of online music therapy interventions on reducing stress levels in small hotel managers. Thirteen managers participated in the online music therapy program, which consisted of six weekly music therapy sessions and self-guided music interventions for practice during the week. The music therapy interventions included music-assisted relaxation, improvisation, music listening with drawing, moving with music, song discussion, songwriting, and singing. The intake questionnaire collected participants’ demographic information and musical backgrounds. The Thai Perceived Stress Scale-10 (T-PSS-10) and Visual Analog Scale of Stress (VAS-S) were used to measure perceived stress levels. A paired t-test analysis compared the average participants’ perceived stress scores between pre and post-tests. Results demonstrated a significant reduction in perceived stress scores. Both the VAS-S for music therapy interventions and self-guided music interventions showed significant decreases after participation in each music therapy session and self-guided practice. In conclusion, online music therapy interventions can effectively reduce the perceived stress levels of managers facing uncertainty in small hotel businesses.

The Relationship between the Technical Capabilities of Revenue Management and Firm Performance

The study investigates the relationship between revenue management technical capabilities and firm performance, focusing on the hotel industry. It formulates hypotheses regarding the impact of market segmentation, demand forecasting, capacity allocation, and information technology on firm and marketing performance. The research employs a questionnaire-based data collection process to gather information from hotel managers, and the study's scales are adapted and validated to ensure reliability. The findings reveal significant relationships between market segmentation and financial performance, providing insights for hotels to optimize their operations and enhance their competitive edge. However, the study acknowledges limitations such as sample size constraints and the cross-sectional nature of the data, Proposing future research directions to overcome these limitations and investigate other factors affecting financial and marketing performance in the hotel sector.

The future of tourism: an interview with Dr Daniel Wright about the genre of science fiction

PurposeAs the Journal of Tourism Futures celebrates its 10th Anniversary, Dr Ian Yeoman (Hotel Management School Leeuwarden) interviews Dr Daniel Wright (University of Central Lancashire) about the future genre of science fiction and his publications.Design/methodology/approachA personal interview.FindingsScience fiction research is about asking difficult questions, the questions we feel uncomfortable asking and answering. Science fiction is a powerful medium to imagine the future, which students love as it is provocative. In the interview, Dr Wright reflects upon his own writing from immortality to the end of the world.Originality/valueThe power of science fiction, as a genre of transformation, skepticism and thinking out of the box, is often missing in futures studies and scenario planning.

Forecasting Occupancy Rate using Neural Network and Decision Tree at Hotel X

Occupancy rate is a critical factor in a hotel because it is used to measure the operational success of a hotel. The higher the hotel occupancy rate, the more successful the hotel business is in generating revenue. In the hospitality business, occupancy rates are very important to monitor and analyse as marketing strategies and pricing policies. This study compares the forecasting of occupancy rates at Hotel X using neural network method and decision tree method. The dataset used in this study is room available, room sold, and available occupancy percentage data at Hotel X from April 2018 to June 2023. The simulation was carried out by dividing the data into training data and testing data with a percentage ratio of 70:30, 75:25, 80:20, 85:15, and 90:10. The forecasting results that have been carried out using a neural network with one hidden layer have an optimal RSME result of 0.010 for split data of 70%:30% and 80%:20% while using a neural network with two hidden layers the optimal result of RSME is 0.013 for split data of 75%:25%. Forecasting results using decision tree RSME optimal results of 0.022 for split data 85%:15% and 90%:10%. From this forecasting, the most optimal results use a neural network with one hidden layer for data splits of 70%:30% and 80%:20% with RSME results of 0.010. The results of the research can be used by Hotel X as a policy determination in the next hotel management.

Perception of Work Culture and Ethics at Hotels - IHM Guwahati Graduate Students' Perspective

The total culture of a company or a hotel includes its ethical culture. It displays how a company treats morality and moral conduct. The work culture and ethics in hotels will be examined through the lens of Institute of Hotel Management (IHM) Guwahati alumni in this research study. The purpose of the study is to comprehend how these individuals view and interact with work ethics and culture in the hotel business. The hospitality sector is renowned for its diverse and demanding work environment, making the examination of work culture and ethics particularly pertinent. IHM Guwahati, an esteemed institution in the field, serves as a valuable source of insight into the experiences and perspectives of individuals who have undergone formal training and work experience in this industry. Students discovered that peer pressure, leadership philosophies, corporate ideals, and equitable pay are important determinants of moral conduct using a combination of qualitative and quantitative study. To promote ethical behaviour and professional development, they underlined the necessity of open communication, transparent policies, and frequent ethical training. It is observed that after implementing a mixed-method approach, in order to promote a strong ethical work culture, the research supports ongoing training, incentive programs, and reporting procedures. In order to raise ethical standards in hotels, it emphasizes the significance of incorporating ethics into hospitality education and advocates for equitable treatment and leadership development.

The Influence of Strategic Human Resource Practices and Ethical Leadership on Organizational Performance of Star Hotels: Mediated by Intellectual Capital and Sustainable Competitive Advantage

The study aims to analyze the influence of strategic human resource practices and ethical leadership on organizational performance in star-rated hotels in Jakarta, mediated by intellectual capital and sustainable competitive advantage. It addresses gaps in previous studies by examining both factors simultaneously and introducing decision making based on HR metrics. A quantitative method was employed, collecting data from HR supervisor level in star-rated hotels in Jakarta, with 255 respondents. Hypotheses were tested using PLS-SEM analysis. Results indicate that strategic human resource practices and ethical leadership positively impact organizational performance. Intellectual capital and sustainable competitive advantage mediate this effect. These findings underscore the importance of investing in intellectual capital and sustainable competitive advantage to enhance hotel performance. The study provides a reference for hotel management to develop effective HR and leadership strategies, emphasizing the importance of intellectual capital and competitive advantage. Regular monitoring and evaluation of these strategies are recommended to ensure alignment and positive impacts on hotel performance. Future research should consider adding variables such as technological readiness and innovation capability, given the rapid technological advancements and intense competition in the hospitality industry, which affect hotel performance and competitive advantage.

The Impact of Meaningful Influencer Collaborations on Hospitality Businesses

Influencer marketing has become a significant concept in the hospitality sector, transforming traditional marketing and customer engagement methods. This research paper aims to investigate the impact of meaningful collaborations among the stakeholders within the hospitality industry. Additionally, it focuses on its impact on brand awareness, customer collaboration, and booking rates. By analyzing a range of social media influencers, this study aims to explore effective strategies and outcomes for marketing campaigns. The insights gained will provide a deeper understanding of how strategic partnerships can be leveraged to optimize investments and foster growth in the hospitality industry. The study is exploratory in nature with elements of primary and secondary data with a qualitative approach. A stratified sampling was used to ensure representation of different hospitality establishments (hotels, restaurants, etc.), influencer categories (mega, macro, micro, nano influencers) and the other stakeholders of the industry. The findings of this research will contribute to a deeper understanding of influencer marketing within the hotel industry and offer practical recommendations for hotel managers and marketing professionals seeking to leverage these strategies to enhance their brand and market presence.

The impact of emotional perceived value on hotel guests’ satisfaction, affective commitment and loyalty

Purpose This study aims to investigate the impact of emotional perceived value on hotel guests’ satisfaction, affective commitment and loyalty. Design/methodology/approach Data were collected from 348 respondents living in the United Arab Emirates, and hypotheses were tested using AMOS 28 and structural equation modeling. Findings This study’s unique contribution lies in its revelation that emotional perceived value directly impacts guests’ satisfaction, affective commitment and loyalty. Furthermore, it uncovers that emotional-perceived value indirectly influences loyalty through satisfaction and affective commitment. Practical implications This research underscores the importance of hotel managers prioritizing guests’ emotional perceived value in their offerings. Managers can significantly enhance guests’ satisfaction, affective commitment and loyalty by highlighting self-gratification, aesthetics, prestige, transaction and hedonics. Originality/value This study brings a fresh perspective to understanding customer perceived value (CPV). It argues that the mere emphasis on the functional aspect of CPV would likely fall short of fully comprehending specific outcomes of their experience (e.g. satisfaction-dissatisfaction, loyalty, etc.). Assessing the emotional aspect of CPV, known as emotional customer perceived value (ECPV), adds further explanations and sheds light on the understanding of the CPV concept and its impacts on consumers’ experience. Furthermore, this study emphasizes that emotional perceived value is better comprehended as a multidimensional rather than a unidimensional construct. It adds that the concept of customer value as a multidimensional concept is context-specific (i.e. dimensions vary from one service sector to another), providing a unique and valuable perspective for the luxury hotel industry.

Current Understanding, Motivations, and Barriers Towards Implementing Sustainable Initiatives in the Hospitality Industry in the Age of Automation and Artificial Intelligence

Background:: Sustainability concerns are rapidly being acknowledged as a key concern for hospitality sectors worldwide. Sustainable initiatives immediately contribute to improved organizational performance in terms of utility consumption, waste management, and regulatory compliance, resulting in cost-effectiveness and competitive advantage through distinctiveness. Objective:: The purpose of the study is to analyze and summarize the motivations, indicators, and barriers towards applications of sustainable initiatives and modern technologies in the hospitality industry using the existing literature to develop a current understanding of the subject and know the way the current industry is thinking about it. Method:: This study is a combination of systematic and bibliometric review, where the systematic review was based on selected articles from reputed journal databases, and the bibliometric review was conducted using VOS viewer and web of science database for a period of 20 years (2002- 2022) Seven research questions were framed and answered for the systematic review. Result:: By describing the motivations, barriers, and impacts of implementing sustainability initiatives and cutting-edge technologies like AI and machine learning in the hospitality sector, the study helps practitioners and academics understand its present state for robust research. The current condition of such implantations in the hospitality sector is also discussed. Conclusion:: This study adds value by shedding light on the perspective of sustainability in the hospitality industry by considering the recommendations and practical advice for hotel management suggested in the existing literature about the application of current sustainability innovations and effective sustainability initiatives in hotel management.

Examining the role of ambidextrous green innovation and green competitive advantage in stimulating sustainable performance: The moderating role of green absorptive capacity

Hotels’ sustainable performance has become a key issue in tourism. We examine the role of ambidextrous green innovation (GI) and its relationship with sustainable performance, considering the mediating effect of green competitive advantage and moderating effect of green absorptive capacity. Data were collected through a questionnaire survey of Spanish hotels. We utilize variance-based partial least squares structural-equation modelling (PLS-SEM) for analysis. We find that ambidextrous GI significantly impacts the economic, social, and environmental aspects of sustainable performance. Additionally, green competitive advantage mediates the relationship between ambidextrous GI and sustainable performance, while the moderating effect of green absorptive capacity strengthens the impact of ambidextrous GI on environmental performance. However, green absorptive capacity does not significantly moderate the associations between ambidextrous GI and social and environmental performance. To enhance hotels’ sustainability, further investigation into the interaction between tangible and intangible resources and ambidextrous GI is indicated. This study offers valuable insights for hotel management to enhance sustainable performance.

ANALISIS KEPUASAN TAMU: Kualitas Pelayanan Dan Fasilitas Pada D’Senopati Malioboro Grand Hotel Yogyakarta

This study intends to look at how the D'Senopati Malioboro Grand Hotel Yogyakarta's amenities and level of service affect visitors' happiness. Using a sample of 92 respondents, multiple linear regression analysis was used in the research methodology. Guest satisfaction is positively and significantly impacted by the quality of the facilities and services, according to the analysis's findings. It's interesting to note that the degree of client pleasure is more influenced by service quality than by facilities. This discovery could lead to talks about investments and resource allocation in the hotel sector, with a focus on raising service quality. The investigation also emphasizes the significance of favorable reactions to facilities and the difficulties associated with correct information provided by staff members. The research's practical implications offer a strong basis for hotel management to develop a comprehensive plan aimed at maximizing visitor satisfaction through improved amenities and service standards.