Star-rated Hotels Research Articles

Effect of Customer Mistreatment on Employees' Turnover Intention in Star-Rated Hotels

Effect of Customer Mistreatment on Employees' Turnover Intention in Star-Rated Hotels

Effect of Personalized Guest Experience on Service Delivery in Star-Rated Hotels in Uasin Gishu County, Kenya

Effect of Personalized Guest Experience on Service Delivery in Star-Rated Hotels in Uasin Gishu County, Kenya

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.

Talent Retention and Competitive Advantage of Star Rated Hotels in Rift Valley and Western Region, Kenya

The demand for both local and international visitors has seen local investors in the hospitality industry in Kenya jostle for market share. The arrival of the international hotel brands such as Best Western, Pullman and Park-In among others has increased competition as hotels scramble to provide quality products and services to their customers. Consequently, this sought to explore the influence of talent retention on competitive advantage of star rated hotels in Rift Valley and Western region, Kenya. The study was anchored on human capital theory. The study used simple random sampling to select a sample size of 62 respondents. The study adopted a correlational research design and data was collected using a questionnaire and analyzed quantitatively using both descriptive and inferential statistics. Prior to the actual data collection exercise, the study conducted pilot testing which involved both validity and reliability testing. The findings were presented in tables. The findings revealed that talent retention had a positive and significant influence on competitive advantage of star rated hotels in Rift Valley and Western Region, Kenya (P=0.000). The study concluded that hotel's talent retention strategies are generally effective especially enhancing a minimal employee turnover, a positive corporate image, and the use of succession planning and growth opportunities to retain talent. In view of the findings, the study recommends for the strengthening of the internal talent pool by investing in employee development programs. Encourage internal mobility and provide clear career progression paths to retain and motivate top talent. Keywords: Talent Retention, Competitive Advantage, Star-Rated Hotels, Rift Valley, Western Kenya

Talent Retention and Competitive Advantage of Star Rated Hotels in Rift Valley and Western Region, Kenya

The demand for both local and international visitors has seen local investors in the hospitality industry in Kenya jostle for market share. The arrival of the international hotel brands such as Best Western, Pullman and Park-In among others has increased competition as hotels scramble to provide quality products and services to their customers. Consequently, this sought to explore the influence of talent retention on competitive advantage of star rated hotels in Rift Valley and Western region, Kenya. The study was anchored on human capital theory. The study used simple random sampling to select a sample size of 62 respondents. The study adopted a correlational research design and data was collected using a questionnaire and analyzed quantitatively using both descriptive and inferential statistics. Prior to the actual data collection exercise, the study conducted pilot testing which involved both validity and reliability testing. The findings were presented in tables. The findings revealed that talent retention had a positive and significant influence on competitive advantage of star rated hotels in Rift Valley and Western Region, Kenya (P=0.000). The study concluded that hotel's talent retention strategies are generally effective especially enhancing a minimal employee turnover, a positive corporate image, and the use of succession planning and growth opportunities to retain talent. In view of the findings, the study recommends for the strengthening of the internal talent pool by investing in employee development programs. Encourage internal mobility and provide clear career progression paths to retain and motivate top talent. Keywords: Talent Retention, Competitive Advantage, Star-Rated Hotels, Rift Valley, Western Kenya

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.

Sustainable Spatial Distribution and Determinants of Key Rural Tourism Villages in China: Promoting Balanced Regional Development

Understanding the spatial distribution and sustainable development of rural tourism is essential for promoting balanced regional growth and formulating optimized policy strategies. This study aims to provide insights into sustainable development and policy optimization. Utilizing geographic information system technology, dominance analysis, and Geodetector statistical methods, this research offers a comprehensive examination of the spatial patterns and determinants of these distributions. The findings reveal significant regional disparities and clustering, with a higher concentration of key villages in economically developed eastern and central regions and fewer in the less developed western regions. The dominance analysis highlights that provinces such as Zhejiang, Shandong, and Beijing demonstrate strong advantages across multiple dimensions, including ecological environment, economic development, tourism infrastructure, transportation accessibility, policy support, and social development. Conversely, regions such as Ningxia, Qinghai, and Tibet exhibit lower dominance scores, indicating challenges in rural tourism development due to limited resources and infrastructure. Key influencing factors include forest coverage, GDP per capita, the number of star-rated hotels, transportation network density, policy initiatives, and urbanization rates. The results underscore the importance of a multi-dimensional approach to enhance rural tourism competitiveness and suggest targeted strategies for underperforming regions. This study contributes to advancing the theoretical framework of sustainable rural tourism and provides actionable insights for policymakers to foster balanced regional development, ecological conservation, and community-centered tourism practices.

Job Satisfaction in Kathmandu's Hospitality Industry: Exploring Work Environment, Compensation, and Employee Retention

The paper discusses the job satisfaction of employees in the hospitality industry, relating to star-rated hotels and high-quality restaurants in Kathmandu. In this sector, which faces long hours of work, high labor turnover, and heavy workloads, the present research study has tried to assess the satisfaction of the employees concerning the work environment, compensation, workload, benefits, job security, and professional development opportunities. Data for this descriptive quantitative research design were obtained from 144 employees from various departments, mainly food and beverage service and food production. The findings showed that workers were satisfied with their remuneration and work-life balance, as well as working conditions in general: 87.5% were adequately compensated, and more than 90% considered work in a positive light. However, a few respondents were not satisfied with how workload is managed and adequate benefits. The study concludes by stating that job satisfaction has a pivotal role in minimizing turnover of workers, improving productivity, and increasing commitment among workers, which thus gives the management a legitimate reason to make it a priority in the industry.

The Spatial–Temporal Evolution and Driving Factors of the Coastal Tourism Economy in China

Tourism has emerged as a pivotal element of China’s economic development, particularly within its coastal cities. This paper presents a comprehensive analysis of China’s coastal city tourism economic development, focusing on 53 coastal cities. Through a meticulous combination of literature analysis and data crawling, a robust database is constructed, encompassing tourism resources and revenues. This study delineates the spatial–temporal evolution pattern of China’s coastal city tourism development and employs geo-detector methods to quantitatively analyze the impact factors driving this evolution. Key findings reveal distinct trends in the coastal tourism economy of China from 2009 to 2019, characterized by spatial stability, similar trends in adjacent spatial units, and localized spatial structures. Notably, factors such as actual foreign investment, the presence of star-rated guesthouses, tourism industry employment, airport activity, and import–export trade volume exert significant influence on the domestic tourism economy. Similarly, tourism employment, airport activity, availability of star-rated hotels, import–export trade, and utilization of foreign capital emerge as influential factors shaping inbound tourism. Policy recommendations emphasize the need for government intervention to optimize tourism development strategies for coastal cities. This entails balancing resource exploitation with environmental protection and enhancing the quality of tourism services, fostering sustainable growth and long-term prosperity.

The effect of minimum wage increases on the labor productivity of star-rated hotels: evidence from China

The effect of minimum wage increases on the labor productivity of star-rated hotels: evidence from China

An Examination of Customer Satisfaction and Loyalty in Star Rated Hotels of Delhi

The hotel industry in Delhi is experiencing rapid growth, driven by an increase in tourist activities and supportive government policies aimed at boosting tourism for both economic and cultural benefits. New hotels and international chains are actively competing for a larger share of the market. Given the highly competitive nature of the industry, hotels must employ innovative strategies to remain competitive. Since hotels provide both tangible and intangible services, managers need to focus on enhancing the service environment the intangible aspects of hotel service delivery to differentiate their offerings from competitors, ensuring customer loyalty and sustained competitiveness. This study examines customer satisfaction and loyalty towards hotels in Delhi. Utilizing a cross-sectional survey design and convenient sampling techniques, questionnaires were distributed to 275 customers of 3 to 5 star hotels in Delhi. Data were analysed using descriptive statistics and regression analysis. The findings revealed high scores for equipment, services, and lighting elements of the service environment, while lower scores were observed for entertainment and music, furnishing, weather and hygiene cleanliness, and customer service. Additionally, the study established a strong relationship between customer satisfaction and customer loyalty.

Career Environment Dynamics and Employee Career Development in Star-Rated Hotels in Nairobi City County, Kenya. An Empirical Evidence.

The progression of an individual's career is determined by the professional roles and activities they pursue throughout time, as well as the corresponding attitudes, skills, and knowledge which usually change with time. Career development encompasses an individual's personal and professional life as well as the relationships that exist between them. The process of developing one's career is influenced by the person, the organization, the management, the position among others. The purpose of this study was to investigate the influence of career environmental dynamics on employee career development in star rated hotels in Nairobi City County. The objectives were; to establish the influence of career orientation environment, teamwork and goodwill for careers on employee career development. Explanatory and descriptive research designs were used. The target population was 3114 hotel employees out of which 341 formed the sample. Purposive, stratified and systematic random sampling techniques were used to select the research participants. Structured questionnaire was used for data collection. The data was analyzed via structural equation modeling using SPSS in conjunction with AMOS v24 to test the hypothesis. The fit indices for the structural model fell within the acceptable range (CMIN=326.711, DF=134.000, CMIN/DF=2.438, CFI=0.934, TLI= 0.916, SRMR=0.071, RMSEA=0.072) R2=0.21, and was used to test the hypothesis. career orientation environment on employee career development was negative and significant (β=-0.482, p<0.05) Ho1 was not supported. teamwork on employee career development was negative but not significant (β=-0.215, p>0.05) Ho2 was supported. good will for career on employee career development was positive but significant (β=-0.542, p<0.05) Ho3 was not supported. the researcher concluded that career orientation environment and good will for career are instrumental in helping the employees in developing their careers in the hotels. It was recommended that managers need to create conducive work environment to support employees to develop their careers.

Analisis Kelayakan Investasi Proyek Pembangunan Asvara Resort Manuaba Ubud

The current property competition in Bali, marked by an increase in the construction of hotels, villas, and resorts, coupled with the fluctuating growth rate of tourist visits over the past five years due to the pandemic (with both increases and decreases), necessitates a reevaluation of the investment feasibility analysis for the construction of Asvara Resort Manuaba Ubud. This study aims to assess the market, technical, and financial feasibility aspects of the investment in the construction of Asvara Resort Manuaba Ubud, to determine whether this development remains profitable for investors. Additionally, it seeks to ensure that the benefits of this resort development can be felt by the government and the surrounding community, thus supporting the welfare and economy of the region, especially Gianyar Regency. To analyze the market aspect, data on the number of tourists visiting Bali, occupancy rates, and the availability of similar resorts in the surrounding area, obtained from government agencies and several star-rated hotels in the vicinity, are required and then processed using forecasting methods. For the technical aspect analysis, geographical location data, project location, and land utilization plans are analyzed using qualitative descriptive methods. For the financial aspect analysis, data on costs and revenues obtained from contractors and operators are analyzed using Net Present Value (NPV), Benefit Cost Ratio (BCR), Payback Period (PP), and Internal Rate of Return (IRR) parameters. The market aspect analysis results show an increase in tourist visits, including occupancy rates, which will positively impact visits to this resort. From the technical aspect, land utilization and allocation have been optimized for investment. Financially, the NPV value is Rp 16,706,385,995.27, the IRR is 19.67%, the BCR is 1.242, and the PP is 10 years. The sensitivity analysis results, considering the worst-case scenario where all revenue components decrease by 8% and costs increase by 8%, show an NPV value of Rp 1,215,020,196.08, an IRR of 17.13%, a BCR of 1.018, and a PP of 13 years. Overall, it can be concluded that this investment is feasible for investors.

TOURISM VALUE CHAIN, QUALITY TOURISM EXPERIENCE AND COMPETITIVE ADVANTAGE: EVIDENCE FROM STAR-RATED HOTELS IN ETHIOPIA

The tourism value chain has been identified as a basic analytical tool in the tourism industry. The study aims to explore the relationship between quality tourism experience, tourism value chain, and competitive advantage in star-rated hotels. Three hundred twenty-eight (328) general managers and marketing managers of hotels in Addis Ababa, Ethiopia, filled out questionnaires as part of a quantitative procedure, and Smart PLS was applied. The findings reveal a robust relationship between the tourism value chain and quality tourism experience, with the mediating role of quality tourism experience on competitive advantages. The developed model demonstrated high predictive relevance, estimates the relationships between quality tourism experience and competitive advantage, and makes accurate predictions.

Innovative Utilization of Information and Communication Technology in Hotels: Perspectives of Managers of Star-Rated Hotels in the Kumasi Metropolitan Area

Even though information and communication technology provide an important role in hotel service and aid service efficacy in customer satisfaction, little literature exists on it in the study area. The study assessed managers’ perception of innovative utilization of ICT in star-rated hotels in the Kumasi metropolitan area. Emphasis was laid on the relevance and reasons for the innovative use of ICT in hotels. A qualitative approach was adopted for the study and 50 hotel managers were sampled. Thematic analysis was used to analyze the data solicited. Results of the study established that managers were of the view that the innovative use of ICT in hotel service was relevant and reasons for which the hotels have innovatively used ICT in their service delivery were achieved. However, the innovative use of ICT in hotels may create problems such as high cost of initial investment, cost of training employees and poor employer-employee relations. The study discovered that the hotels have made good use of ICT innovatively to sustain their business. The study unearthed that hotels must be abreast with ICT use as it has become a tool for attracting guests to hotels.

Sensing hotel customers distribution and their sentiment variations using online travel agent data: a case of Shanghai star-rated hotels

ABSTRACT Customer numbers and comments have been extensively studied to increase hotel arrivals and loyalty, whereas the specific distribution and sentiment variations have received less attention. This study constructed a data set of hotel customers and the deep learning model was applied to quantify unstructured text, which can mine the distribution and sentiment variation patterns of different star hotel customers. The findings show that customers of different star-rated hotels have different variation patterns of sentiment and distribution. There is a negative correlation between the visit heat and sentiment of some high-star hotels in various administrative regions: regions with lower visit heat have higher sentiment scores. In addition, season and location are important factors that affect customers’ sentiments. This study is the first to use a quantitative approach to examine the distribution and sentiment variation patterns of hotel customers. It provides insights into appropriate marketing strategies for the hotel industry and offers practical suggestions to hotel customers.

Intervening Role of Emotional Exhaustion and Perceived Organizational Support between Customer Mistreatment and Employee Turnover Intention in Star-Rated Hotels

Intervening Role of Emotional Exhaustion and Perceived Organizational Support between Customer Mistreatment and Employee Turnover Intention in Star-Rated Hotels

Building new hotel brand reputation to attract guest in Semarang city

The hotel industry is an industry that plays an important role in the development of the economy and tourism in Indonesia. The research aims to elaborate brand reputation for new hotels in Semarang. This article uses descriptive research using descriptive qualitative research methods assisted by data collection through documentation and literature study. The research will be conducted using AIDA theory on the 5 newest hotels built in the last 3 years in the city of Semarang. The results show that an increasing of guests in numbers. with the help of AIDA theory, and comparison, it shows that we can still be able to save the hotel industry so that it will not perish that the Room Occupancy Rate (ROR) of star-rated hotels in semarang city for the November 2021 period was recorded at 60.25 percent or an increase of 4.12 points compared to October 2022, which was influenced by the increase in ROR that occurred in the class of 2-star, 3-star, 4-star and 5-star hotels (BPS, 2023). It can be concluded that the ratings that guests give to hotels have good feedback such as good and friendly service, comfortable rooms, strategic hotel location. New hotel gain market awareness due to the needs of customer especially in this recent time. Due to an increasing of numbers in covid cases, and with many new hotels, it shows the interest of hospitality industry. Hotel must do more to promote and get more customers.

Care Strategies of Linen and Guest Satisfaction among Hotels in Upper East Region of Ghana

Purpose: The care of linen is paramount in hotel operations for its sustainability. The study sought to investigate linen care strategies in some selected star-category hotels in the Upper East Region of Ghana. The objectives of the study were to examine the strategies used in the care of linen and their effect on guest satisfaction and to test if a relationship exists between them.
 Materials and Methods: The study employed descriptive survey design by the use of quantitative and qualitative approaches. Through purposive sampling, a sample size of 52 hotel employees was selected from 24 star-rated hotels. Structured questionnaire and observations were used to collect data. Statistical Package for Social Sciences (SPSS) version 26 was used for the data analysis. Means and standard deviations were used for the descriptive statistics. Multiple linear regression was employed for the inferential statistics. The hypothesis was tested at a 5% significance level. Thus, data were presented in tables and text for both descriptive and inferential statistics.
 Findings: The study findings were that hotels operated On-premise laundry systems. Outsourcing of linen from commercial service providers was absent. Linen inventory control was done through stock-taking and record-keeping. Hotels followed the laundry processes (sorting dirty clothes, putting dirty apparel in a machine or hand wash, applying detergent, drying the washed articles on the line or in a tumble dryer, ironing, folding and storage of laundered articles) but were not diligent with the manufacturer’s instructions. The linen reuse programme was mostly not through designed cards. Available laundry tools/equipment were laundry bins, washing machines/extractors, washing basins, drying lines, ironing boards and irons. Tools/equipment not available were tables/shelves for sorting linen, tumbler dryers, calendaring machines, industrial steam irons and a laundry folder. Linen care strategies had a significant effect on guest satisfaction (R = 0.671, R2 = 0.451, F = 3.828, p = 0.001). The hypothesis that linen care strategies do not have any significant effect on guest satisfaction among hotels in the Upper East Region of Ghana was rejected (P = 0.0001< 0.05).
 Implications to Theory, Practice and Policy: The study employed Management Administrative Theory and Practice Theory. Through the application of management functions, thus, forecasting and planning, organising, commanding, coordinating and controlling; hotel leaderships are in a better position to increase efficiency through the creation of organisational structures. Through the administrative structures, housekeeping supervisors can suggest and monitor the care and maintenance of linen. About the Practice theory, if hotels identify linen care strategies that make sense to their operations and do so religiously through principles and procedures; higher standards of various care strategies could be attained to promote the hotel business.

Necessary condition analysis of organisational capabilities for a resilient service operation in the hotel industry in Ghana

Resilience in service operation is essential for minimising service failures. Based on a necessity logic, this study sought to examine whether innovation, transparency, flexibility, collaboration and agility are necessary antecedents of resilience in service operations of hotels, and to determine the minimum level of each capability required for optimal level of resilience. A survey of managers of Star-rated hotels in the Greater Accra region of Ghana was conducted. The conditions (agility, transparency, innovation, collaboration and flexibility) and outcome (resilience) variables were operationalised and modelled as necessary determinants of service resilience. Structured questionnaires were administered, from which 167 validated responses was analysed with necessary condition analysis (NCA) package in R. NCA explores necessity relationships both ‘in kind’ and ‘in degree’ to identify underlying capabilities and the corresponding levels that must be developed and sustained. The study found innovation, transparency, collaboration, flexibility, and agility to be necessary determinants of service resilience. However, from lower to medium levels of resilience (30%–80%), transparency, collaboration, flexibility, and agility are identified as bottlenecks. Innovation becomes important when higher resilience goals are sought. From a managerial standpoint, this study provides insight into critical antecedents of resilience within service operations. In addition, the study sheds light on the degree of resource allocation appropriate for different levels of firm resilience.