Abstract The paper examines the crisis in the hospitalityindustry with regard to recruitment and retention of employees. Several contributing factors to the recruitment and retention phenomenon are considered, such as increased diversity, the imbalance between skilled and unskilled labor and the nonexistent benefits, such as health insurance, profit sharing and retirement benefits. The author notes that management strategies are counterproductive and do not offer the employee real incentive to strive for achievement. The paper also addresses the issue of corporate responsibility for employees. The paper concludes with suggestions for employee retention in the hospitalityindustry.
Outline:
Introduction
Major Obstacles to Employee Retention
Employee Retention Solutions
Conclusion
From the Paper "Several big name hostels are beginning to practice better diversity standards and seeking to create a better awareness among the public about the diversity and inherent interest in their employ. This trend will likely continue and it is hoped that it will continue to be a fruitful part of the development of individuals from varied nations, as assimilation is really a small part of immigration. Many more issues surround the struggles of immigration and diverse populations, many of which can only be answered by employment."
Abstract This paper presents a research proposal which discusses the importance of having high-level quality service for tourists in Greece. It explains that following the mass terror attacks in the U.S. and Europe over recent years, identifying an appropriate combination of security levels while maintaining the accessibility of the attractions that make a destination interesting to begin with, has assumed increasing importance today.
Importance of Study
The HospitalityIndustry in Thessaloniki, Greece: Current and Future Trends
Aims, Objectives, and Expected Outcomes of Study
Research Methodology
Bibliography
From the Paper "Travel and tourism are the largest industries in the world (Tarlow 2003). "From leisure to business travel and/or business plus pleasure travel, this modem industry plays a major role in economies around the globe" (Tarlow 2003, p. 52). In societies where travel has become dangerous and global products are available locally, the need to travel will diminish in the future. Likewise, the increased use of technology means that more meetings and conferences will be held in offices instead of convention centers. As a result, communities that have based their economic future solely on travel and tourism may find themselves in very difficult financial situations (Tarlow 2002). Furthermore, in the wake of the terrorist attacks of September 11, 2001 (Elkin 2001), and the current uneasy state of affairs in Europe and the Middle East, increasing security will be a must for air carriers, hotels, restaurants, and other services (Tarlow 2002). Unfortunately, increased security also can represent an impediment for luxury destinations (Holliday 2002)."
This paper examines the most used configurations of information systems in the hospitalityindustry today and the requirements for proper implementation.
Abstract This paper explains that the hotel industry has been very dissatisfied with the current technology system being used due to its' ineffectiveness in the pursuit of satisfying future business needs in the hospitalityindustry because it (1) lacks effective inter-vendor cooperation and systems integration, (2) drawbacks in the current
technology financing process and (3) has poor adoption of modern technologies. The author points out that the complexity of the systems presently in use in many of the hotels do not and will not ever have the capacity to streamline the process, much less increase the ROI for the company. The paper relates that hospitalityindustry is seeking new information technology solutions to meet the growing demands of the high-tech business world, which interacts with the hospitalityindustry and counts upon services such as those provided by the Hilton and the Marriott hotels.
Table of Contents
Statement of the Problem
Objective
Introduction
History and Background
HospitalityIndustry: CRM Requirements
HospitalityIndustry: ERP
Requirements/Current Needs in the Industry Limitations of the Industry and Hesitancy in Utilizing IT Systems
Changes Needed in the Industry Case Studies in the Hotel Industry Information Technology Solutions in the News
Summary and Conclusion
Recommendation of Technical Standards for the Hotel Industry Technical Standards
2005 HospitalityIndustry Market Reports
From the Paper "Contractual licensing and use restrictions have led to many of the current existing restrictions of software in the hospitality industry as well as the unwillingness of the vendors in supporting the requirements of integration needed by their customers in the industry. More than the technical standards are needed as they create only the platform for open systems while business standards needed are for the ensuring of the contract right of the hotels in licensing and integration of systems. The vendors do have however, a right in protection of their intellectual property as well as the right to compete in software provision as well as provision of services for assistance with integration efforts. In order to avoid many of these limitations the HTNG White Paper suggests and even urges the adoption of the following forward-thinking business standards that respond to and answer the needs in the hotel industry."
Abstract The paper explores whether the hospitalityindustry, including restaurants, hotels, travel agencies and even bars and nightclubs, continues to lead the way in demanding the creation of new technology to suit its needs. The paper looks at the history of technology in the hospitalityindustry and shows how this industry has always responded to change with technological innovation and adaptation. The paper examines current and future trends and concludes that the hospitalityindustry will likely continue to grow and demand technological advances to better meet its needs and the needs of consumers in this new global service market.
Outline:
Introduction
Brief History of Technology in Hospitality Modern Technology Trends in Hospitality Conclusion
From the Paper "Without a clear understanding of the innovative manner in which the hospitality industry has grown, both domestically and internationally it might be easy for the modern consumer to assume that advances in technology are not a priority in the industry. This would be an assumption made in error, as historically speaking the hospitality industry has been demanding and producing innovation since it began. The industry has led the way in the development especially of food and beverage transportation, storage and preparation, business strategy developments as well as communications technology so they can more easily provide the consumer with quality at an increasingly rapid rate of delivery."
Abstract This paper evaluates how expectations are created and explains the dominant approaches used for measuring customer expectations in industry. It specifically examines how customer expectations are managed in the hospitablyindustry and assesses how customer satisfaction measurement approaches are specifically applied to the hospitalityindustry.
Table of Contents:
Introduction
How Expectations Are Formed
Nature and Characteristics of Expectations
Measurement of Customers' Expectations
Customer Expectations in the HospitalityIndustry Measurement of Customer's Expectations in the HospitalityIndustry Summary
From the Paper "Fourth, hospitality providers who compete primarily for business travelers must concentrate on creating a more concerted, cohesive strategy to attain customer satisfaction and loyalty first, over using price or promotion to attract and retain customers (Zolkiewski, Lewis, Yuan, Yuan, 2007). This specific segment is price-insensitive given the fact the majority of their expenses are paid by their companies. The use of SERVQUAL is critical for finding the gaps in performance and expectations over time in this primary and most profitable segment in the hospitality industry."
Abstract This paper explains that, although the gathering, collating, reviewing and study of statistics, usually freely available from governmental agencies, are vital to any industry; Canada comes up woefully short of information applicable to the hospitalityindustry in comparison with the quality of the information available from United States agencies. The author points out that the information or data presented by the Canadian Tourism Commission, the Canadian Tourism Research Institute and the Ontario Ministry of Agriculture, Food and Rural Affairs Division is highly suspect, is totally incomplete and generally pertains to tourism within Canada thus giving little recognition to international travel, tourism and hospitalityindustries. The paper demonstrates the use of U.S. government highway development information by the hospitalityindustry to expand hotels and other leisure attractions in Nashville and Memphis as an example of the use of statistics to create high-yield investments.
Table of Contents
Thesis Statement
The Canadian Viewpoint
The American Resources
A Widely Used Planning Strategy Seldom Mentioned
The Overall Benefits to Tennessee from Hospitality Statistics
From the Paper "In the Knoxville area, Interstate 75 - a north to south major artery - and Interstate 40 - a coast to coast east to west artery - intersect are right now in the midst of a half-billion dollar downtown re-development program to enhance their economy. As with most cities of its size in the south and elsewhere, the downtown section was in fast rate of decline because of urban sprawl. By the use of strategic data from TDOT, the city fathers decided that they could bring the downtown area back to life and add tremendously to the tax-base by means of the re-development plan. It was found that travelers from east to west that normally drive through can be attracted to spend the night in the "new downtown," by redeveloping the waterfront and making it an attractive tourist destination. The anchor businesses, of course, are reasonably priced, yet luxurious hotel/motel type accommodations."
Abstract This paper proposes a study regarding occupancy rates at Taiwanese hotels before, during and after the SARS outbreak and includes a literature review in four key areas: the threat of disaster on the hospitalityindustry; crisis management; SARS; and the Taiwanese hospitalityindustry.
From the Paper "The purpose of the proposed study is to examine the occupancy rates of the Taiwanese hospitality industry during the periods prior to ..."
Abstract This paper looks at the role of sexuality in the hospitalityindustry in the UK. The paper compares its role in the UK with its role in the United States and suggests that, while it is more blatant in the U.S., it is equally ubiquitous in the UK. The paper uses examples such as sexuality in advertising, the use of hotels for prostitution, strip clubs, and the attempts of the industry to target the younger crowd with activities comprising sexual content as a sign of how widespread sexuality in the hospitalityindustry really is.
From the Paper "The hospitality industry in the UK is big business, and sexuality is an important part of this business. If we define the hospitality industry as "hotels and a myriad of leisure and catering operations of different kinds" (Mills), then the hospitality industry in the UK brings in around 50 billion pounds each year. This is around 10% of Britain's total consumer expenditure each year. In addition, the hospitality industry employs about 70% of the individuals within the wider tourism industry (Mills)."
Abstract In this article, the writer notes that the hospitalityindustry is one of the largest in the world and continues to grow in size and therefore relative importance to many nations' economies today. The writer discusses that, in an increasingly globalized marketplace, identifying changing customer expectations concerning what services and levels of quality are required to remain competitive and gain additional market share has assumed new relevance and importance. To this end, this paper provides an overview of various methods and approaches currently used into customer expectation research in general and in the hospitalityindustry in particular. A summary of the research and salient findings are presented in the conclusion.
Outline:
Review and Discussion
Background and Overview
Research Design for Customer Expectations
Table 1 Customer Information Sources Based on Consumption Stages
Conclusion
From the Paper "The research showed that the hospitality industry has largely recovered from the horsewhipping it took following the terrorist attacks of September 11, 2001 and is one of the largest industries in the world today. Therefore, the stakes are high for companies competing in this industry, but the research also showed that there are some useful approaches to collecting and analyzing customer expectation information is meaningful ways that can help managers identify problems areas and existing strengths, as well as opportunities for improvement. These methods ran the gamut from the very simple such as guest comment cards to highly sophisticated customer relationship management applications. A common theme that emerged from the research concerning the use of these research methods, though, was the fundamental need to interpolate this information by using as many sources as possible to draw broad-based conclusions and formulate appropriate responses."
Abstract This paper emphasizes the importance of integrating business strategy and human resource management and then identifies three different aspects of their integration. The paper goes on to look at how the integration of business strategy and human resource management applies to the hospitalityindustry and looks at the different strategies that have been used in this industry.
From the Paper "The practices of people management have received additional importance due to the present emphasis on the renewed interest in human resources. Traditionally, there has always been a dividing line between operational managers and personnel managers who are now called human resource managers. In the United States the function of personnel management has been a recognized function since the National Cash Register Company had opened their personnel office in the 1890s. The American personnel managers have always closely identified themselves with the objectives of the organization and this may be considered as a unitary tradition. With this tradition, it was natural that Human Resources Management emerged in a very smooth manner. Some of us had however felt that personnel management also insisted on being called as human resources management by some companies was not really a relevant management function and served only to throttle the natural flair, initiative and creativity of the people. (The Independent, 12 May, 1994)."
Abstract The paper relates that the hospitality business depends greatly for its success upon its understanding of the market it seeks to serve. The paper briefly examines the demographics of the Canadian population and also of the Ontario population, so that a sedulous business owner in the hospitality sector can use this information to design a marketing plan which will advantage him or her relative to competitors. Specifically six demographic items are examined; family status, numbers of persons per household, mother tongue, heritage, occupation and household income.
Abstract This paper discusses the high turnover of employees in the hospitalityindustry and the need for a well-trained workforce that will stay with a job for a period of time. It discusses the current trends in the hotel industry, particularly with relation to globalization and the adoption of new technology. It also looks at the advantages of diversity training.
From the Paper "Spillane (2007) agrees with this idea and with the need for diversity training because of changes in the global economy. His own study was centered in Southeast Asia and shows how training can improve hotel operatons. Olsen and JinLin (1997) agree and stat that the environment for international hotel operations has changed radically in recent years, moving from the old-style business model in which hotel managers were focused inwards on the hotel and its operations to a new paradigm encompassing a more externally oriented focus. They find that this especially relates to the need for asset productivity and includes a constant assessment of how the environment is changing and what competitive practices need to be adopted to achieve competitive advantage over other companies, including ongoing training. March (1997) says that such a consumer-oriented focus must recognize the similarities and differences among tourists, with training for employees to be able to serve the needs of each group identified."
Abstract This paper provides an overview of the hospitalityindustry and professional hotel management companies and a discussion of the advantages and disadvantages of such contractual arrangements, followed by an assessment of what steps a hotel management company can take to ensure its success. A summary of the research is provided in the conclusion.
Outline
Introduction
Review and Discussion
Background and Overview
Hotel Management Companies
Advantages of Hotel Management Companies
Disadvantages of Hotel Management Companies
Steps to Hotel Management Company Success
Conclusion
From the Paper "Competitive advantage generally refers to one or more aspects of an enterprise that provide it with an edge over its competition in some fashion. Based on Prahalad and Hamel's assessment, Susan Jurow offers three tests to identify a company's core competencies to help it achieve such an advantage: 1) it provides long-term strategic advantage; 2) it contributes to customer benefit; 3) and it is difficult for others to imitate (Jurow 1996, p. 300). Applying this analysis to the hospitality industry shows that while most industries are expected to recover from the shock of September 11, the tourism industry could suffer the most permanent job losses and identifying such core competencies is therefore imperative. "
This paper examines the basic workings of the hospitalityindustry and the lack of strategic environmental marketing and policy needed to maintain a successful business.
Abstract This paper defines a marketing environment as the external factors and forces that affect a company's ability to develop and maintain successful transactions and relationships with its target customers.
The writer of this paper details the importance of implementing a strategic environmental marketing plan and policy in the hospitality field as well as the various methods and strategies of launching such policies.
From the Paper "For any individual in the hospitality field it is essential that he/she have a good knowledge about the implementation of the environmental policy to become successful future policy makers. Environmental policy is a vast area that although is important for the success of an organization, it is also involved with the various other fields of the business like Planning, Legal Law etc. the actual basic principles of environmental policy relates to the environmental issues in relation to the organization and the sustainability of the various resources. Planning is widely affected by the environmental policies and moreover there are various social issues also that actual affect the environment."
Tags: business, plan, marketing, research, tourism, industry, hotel
Abstract This paper attempts to throw some light on the issue of skills shortage and labour shrinkage, which is identified as a global issue. The study is limited to the U.K. hospitalityindustry due to the wide scope of the subject discussed. The actions taken by the government, commercial organisations, educational institutes and trade associations to tackle this problem are critically analysed and recommendations are made for corrective action to improve the approach towards solving this issue.
From the Paper "The negative image of the hospitality industry in turn leads to failure in attracting more young and skilled students and labour towards it. Also, many service employees have a negative perception of their jobs, who feel their job is humiliating, insulting and demeaning as they cater to the needs and sometimes eccentric wants of customers (Ghiselli, La Lopa, & Bai, 2001). Although hospitality acts as the largest provider of the non-standard employment (ILO 2001), according to Brien (2004) a job in this sector is often considered as 'a job till they get a real job'."
