Hotel Performance Research Articles

The Mediating Effect of Service Quality on The Relationship between Customer Relationship Management and Hotel Performance in Davao Region, Philippines

This study determined the mediating effect of service quality on the relationship between customer relationship management and hotel performance in Davao region. The descriptive correlational research design was utilized in this study with a sample of 150 hotel employees who are selected using random sampling technique. Sets of validated adapted survey questionnaires were used in obtaining data from the respondents which was distributed and collected in both online and face to face method. The data were analyzed using the Mean, Pearson-r, multiple regression analysis and med graph using Sobel z-test. The results revealed that the levels of customer relationship management, hotel performance, service quality are evident most of the time. Moreover, significant relationship existed between these variables. Lastly, a significant partial mediation of service quality on the relationship between customer relationship management and hotel performance in Davao region was proven in the study.

The nexus between green transformational leadership and financial performance of hotels: the mediating effect of environmental management practices

PurposeThis study sought to examine the effect of green transformational leadership (GTL) on financial performance (FPef) of star-rated hotels in Addis Ababa and also delving into the mediating effect of environmental management practices (EMPs) on GTL–FPef nexus.Design/methodology/approachThe study used survey data, and analysis was done using SPSS 25, AMOS 24 and PROCESS Macro to determine the mediating effect of EMPs on the GTL–FPef nexus in hotel sector (n = 100).FindingsThe study found that the hotels under investigation have little access to green financing, lack environmental policy and strategy, perceived low stakeholders’ pressure to embrace eco-friendly practices and implemented EMPs to a lesser extent. Regression results demonstrated that GTL had a positive effect on EMPs and FPef. Furthermore, the result of a mediation test conducted using SPSS PROCESS macro revealed that the relationship between GTL and FPef is partially mediated by EMPs. Finally, one-way ANOVA result revealed that luxury hotels adopt EMPs better than budget hotels.Practical implicationsThis study provides valuable practical insights for hotel owners, managers and policy makers regarding the importance of adopting GTL style and investing in EMPs to remain environmentally responsible and ultimately improve FPef levels.Originality/valueUnlike previous studies that focused on individual-level intermediate variables to explain the indirect relationship between GTL and FPef, this study examined the mediating role of EMPs in the relationship between GTL and FPef at organizational level.

Harnessing the power of artificial intelligence (AI): a paradigm shift in HRM practices for employee sustainable performance

Purpose This study aims to investigate the interplay between artificial intelligence (AI) integration, organizational digital culture, human resource management (HRM) practices and employee sustainable performance in luxury hotels in Malaysia. It seeks to elucidate how AI adoption influences organizational dynamics, shapes HRM practices and impacts employee sustainable performance over time. Design/methodology/approach Using a quantitative approach, survey questionnaires derived from prior research were utilized. Analysis using G*Power software determined an appropriate sample size, with psychometric evaluation validating scale development. Statistical analyses using Statistical Package for Social Sciences (SPSS) 28.0 and SmartPLS 4 confirmed data reliability and validity. Findings Out of the five hypotheses, three were supported. A positive relationship was found between AI adoption and employee sustainable performance, highlighting AI’s potential to enhance productivity and job satisfaction. However, the relationship between AI adoption and organizational digital culture was not supported. On the other hand, HRM practices positively influenced employee sustainable performance. In addition, organizational digital culture was positively associated with employee sustainable performance, underscoring the role of digital fluency in driving workforce productivity. Conversely, AI failed to moderate the relationship between HRM practices and employee sustainable performance. Research limitations/implications The study’s focus on luxury hotels in Malaysia and its reliance on cross-sectional data, suggesting the need for longitudinal designs and diverse organizational contexts in future research. Comparative studies across sectors and countries could offer insights into variations in AI adoption practices and their impact on organizational performance. Originality/value This study contributes to theoretical frameworks by empirically examining complex relationships between AI integration, HRM practices, organizational digital culture and employee performance, emphasizing the importance of considering organizational context and cultural factors in understanding the implications of AI adoption for sustainable performance enhancement.

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.

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.

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.

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 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.

Measuring sustainable business performance in Malaysian hotels: The roles of green information, green innovation strategic orientation, and digital technology implementation

This study investigated the relationship between strategic orientation, green innovation, the implementation of digital technology, and financial and non-financial performance. It has also considered the factors of green information proactiveness, transparency, and formality. The research was conducted in the Malaysian hotel industry, using data from 401 employees and 74 managers. Path analysis was performed using partial least squares structural equation modeling. The results indicated that a strategic orientation towards green innovation is positively correlated with green information proactiveness and transparency, that implementing digital technology is positively linked to green information proactiveness and transparency, that the formalization of green information positively impacts financial performance, that non-financial performance is influenced by both proactive and formal green information practices; and that the proactiveness, transparency, and formalization of green information act as mediators in the relationship between green innovation strategic orientation and financial performance. This research provides valuable insights to help the hotel industry move towards a more environmentally responsible and technologically prosperous future by examining these relationships.

Strengthening Brand Image and Loyalty for The Domestic Market at The Apurva Kempinski Bali

Purpose: This research aims to engage the brand image and brand loyalty of The Apurva Kempinski Bali in the domestic market in the context of the COVID-19 pandemic. It concerns strategies adopted by the hotel to sustain its operations amidst changing market conditions. Research methods: Qualitative methods such as interviews and observations were used to understand the challenges faced by the tourism industry in Bali and to identify effective strategies employed by businesses like The Apurva Kempinski Bali. Quantitative methods, such as data analysis of reviews and social media engagement metrics, were used to assess the hotel's performance and customer satisfaction. Result and discussion: The COVID-19 pandemic significantly affected Bali's tourism industry, leading to a reliance on domestic tourists to sustain the local economy. The Apurva Kempinski Bali became popular among domestic tourists, emphasizing local expertise and showcasing Indonesia's cultural richness. Implications: The hotel received overwhelmingly positive reviews, indicating high satisfaction among guests, mainly domestic tourists. Active engagement on social media platforms and prompt responses to customer queries were identified as effective strategies for enhancing customer engagement and loyalty.

Research direction towards exploring software control radio using machine learning algorithms for smart hotel applications with future aspects

ABSTRACT Various research works are focused on intelligent methodologies in the hospitality industry to promote real-time performance enhancement. Although the existing research works are focused on the design of hotel applications, they only estimated the consumers' acquired performance of a smart hotel and studied the customer details. The major research problem handled is the establishment of radio domain expertise into data structures and to process in real-time scenarios, which is carried out by integrating natural language processing and Machine Learning (ML) technologies into software radio. Owing to this flexibility, various opportunities are presented in various applications and thus, it helps in promoting research on hotel environments. The research work is done by gathering the set of recent research works for exploring the algorithmic and application-oriented SDR. Thus, this research explores the various applications and discussion on SDR with the following categories of an introduction to SDR, literature study on collected studies, problem statement, the algorithms used, expected results in terms of performance measures used, advantages and disadvantages of existing studies, and applications focused on SDR. Finally, the research challenges of traditional SDR applications and the future research direction on the smart hotel application-oriented SDR domain are discussed.

The Impact of Green Human Capital on Hotel Performance: The Mediating Role of Innovation Activity inYogyakarta, Indonesia

The Impact of Green Human Capital on Hotel Performance: The Mediating Role of Innovation Activity inYogyakarta, Indonesia

Enabling hotel circularity via Industry 4.0 innovations for enhanced hotel performance: insights from Saudi Arabia and Egypt

Enabling hotel circularity via Industry 4.0 innovations for enhanced hotel performance: insights from Saudi Arabia and Egypt

Cost-benefit analysis in UK hotels: A hybrid SOCP-MCDM approach

Performance evaluation has been an important topic of concern for tourism industry practitioners as well as academic researchers, and its investigation in the UK hotel sector is paramount because this industry has been experiencing a higher level of competition. The present study contributes to the previous literature on hotel performance evaluation in general by proposing an innovative hybrid method combining the second-order cone programming (SOCP) method and multi-criteria decision-making (MCDM) method to estimate the performance of the UK hotel sector. The innovation lies in the synergistic combination of SOCP and MCDM methodologies, enabling a comprehensive assessment of hotel performance by managing a non-linear optimisation. Overall, this hybrid method benefits from the ability to be more flexible in addressing complex operational issues and provide more accurate results. This research provides a cost-benefit analysis within the proposed method, suggesting important policy implications in the tourism industry.

The effects of economic policy uncertainty on hotel performance: evidence from the Italian hospitality sector

The effects of economic policy uncertainty on hotel performance: evidence from the Italian hospitality sector

Unlocking sustainable success: the transformative impact of CSR on hotel performance

Unlocking sustainable success: the transformative impact of CSR on hotel performance

The Lasting Effects of Terrorism on Hotel Performance: Evidence from Jihadist Attacks in Europe

The Lasting Effects of Terrorism on Hotel Performance: Evidence from Jihadist Attacks in Europe

Influence of Strategic Leadership Styles on Performance of 3-star Hotels in Mount Kenya East Region

The study sought to evaluate the influence of strategic leadership styles on performance of 3-star hotels in Mount Kenya East Region. This study adopted a descriptive survey design on a target population of 21 hotels with a 3-star ranking. Census method was used to include 21 general managers, 21 supervisors, and 84 section heads. Quantitative data inform of questionnaires were used to get information from respondents. A pilot study at the Izaak Walton Hotel Embu County was conducted to establish validity and reliability. Descriptive statistics such as frequencies, percentages and mean were used to analyze linear regression. Inferential statistics such as Pearson correlation, model summary, ANOVA, and regression coefficients approaches were also employed. Data was presented using tables, figures, and explanations. The questionnaire findings revealed that 48(50%) of the respondents indicated that most of the management and control of the strategic implementation process of 3-star hotels occurred at top-level management. This was followed by 27(28%) of the respondents who indicated that management and control of strategic implementation process occurred at middle level. Additionally, majority of the respondents 47(50%) indicated very high and 35(36%) indicated that a democratic type of leadership leads to the most effective formulation of the business plan. However, 52(54%) and 30(32%) of the respondents indicated that bureaucratic leadership style was lowly and moderately used. The correlation coefficient of leadership styles r=0.910 at α < 0.024 and 99% significance level. It was concluded that the management has ensured that the leadership provided enabled the hotels to improve performance in regards to quality of services and utilization of shareholder’s resources. That notwithstanding, it was noted that most hotels practiced mostly bureaucratic leadership style that did not take into consideration the opinion of the workers on how formulated strategies could be improved. The study recommends that the management should attend leadership courses to learn about other critical leadership styles that can be applied to include junior staff in decision-making. The staff should also show interest in understanding how various strategies are formulated through close interaction with the managers. This would enable them to acquire invaluable knowledge and skills on the reasoning behind specific formulated strategies. The management should also develop institutional policies that encourage a staff representative into the board meetings to enable the opinion of the staff to be heard in an organized and respectful manner.

Revitalizing Performance of Three Star Hotels in Machakos County, Kenya Through the Application of Turnaround Strategies

This study sought to assess the effect of turnaround strategies on performance of selected three-star hotels in Machakos County, Kenya. The specific objectives were to determine the impact of downsizing, divestiture, price bundling, and repositioning on the performance of three-star hotels in Machakos County, Kenya. The research was grounded on the balance scorecard theory, contingency theory, institutional theory, and resource-based view theory. The study adopted a descriptive research design. A total of 454 (Finance staff, HR staff, and Marketing staff, Guests) involved in operation of three-star hotels were targeted. A stratified random sampling technique was used to select a sample size of 135 respondents. Semi-structured questionnaires were utilized to gather primary data. A pilot study was done using 10 participants who were not involved in the final data gathering to check validity and reliability of study instrument. To explore the impact of the link between the independent and dependent variables, multiple regression analysis was performed. The study findings show that coefficient of correlation was 0.789, an indication that the study variables significantly influenced performance of three-star hotels. Coefficient of adjusted determination was 0.615 which translates to 61.5%. This indicates that variations in dependent variable was explained by the independent variables (downsizing strategy, divestiture strategy, price bundling and repositioning strategy). The findings also established that P-value was 0.001 which is less than 0.05 an indication that the study variables significantly influenced performance of three-star hotels. The study concludes that turnaround strategies significantly affect the performance of selected three-star hotels in Machakos County, Kenya. The hotel administrators should come up with reliable communication channels about the reasons behind the downsizing staff and offer support services for affected employees. The three-star hotels should conduct thorough due diligence before divesting any assets. This includes a comprehensive analysis of the financial implications, potential impact on market share, and considerations of the long-term strategic goals of the organization.