The main purpose of this book is to determine the impact of high-performance work practices manifested as training, selective staffing, participation and teamwork on service sabotage. Selective staffing, training, participation and teamwork are among the most important human resource practices for customer-contact employees in the hospitality industry. Their simultaneous presence is expected to lessen frontline staffs' being involved in service sabotage. The negative and significant relation between the abovementioned human resource practices is explained and justified by Signaling theory. Through quantitative method, judgmental sample of 180 frontline hotel employees in four and five-star hotels in Almaty, Kazakhstan, was chosen. The results proved that the presence of the indicators of human resource practices, namely selective staffing, training, participation and teamwork mitigates the level of service sabotage among frontline staffs. Therefore, all proposed hypotheses received support from the empirical data. That is to say, management of hospitality industry should apply these practices and strategies to decrease employees' tendency towards such deviant and negative behavior.
This is a Service Ecominic moment. Quality of service frequent influences a performace of a hotel and we do belive that the service occupise a significant role in hotel's management.Thus it is worth to research.This study seeks to evaluate the service quality of hotels in the Yunnan province of China and to explore the effects of changes in service quality on customer satisfaction, customer loyalty, and brand image. This study uses both quantitative and qualitative methodologies. A total of 412 questionnaires were returned by study participants and Structural Equation Modelling techniques were used to analyze the data received. Qualitative data collection primarily consisted of in-depth, face-to-face interviews. This study yielded the following results: First, service quality has a positive effect on customer satisfaction, customer loyalty and brand image. Second, customer satisfaction has positive effects on customer loyalty and brand image. Third, customer loyalty has a positive effect on brand image. Finally, by researching the service quality in Yunnan s hotels, this study has provided a reference for hotel service quality management in Yunnan province.
Stress is normal parts of life that can either help us learn and grow or can cause us significant problems. It is a condition or feeling experienced when a person perceives that "demands exceed the personal and social resources the individual is able to mobilize." The extra-organizational stressors, organizational stressors and group stressors were perceived to be the stressful. The study helps to identify the level of stress, stress due to changing work place, sources of stress at work and provide suitable suggestions to reduce it. The study considering as descriptive study, the primary "data" are collected from the low level employees of Hotel Savera, Chennai. The sample size is taken for the study is 113. The data are collected through scheduled questionnaire which is having 28 questions. 5 point scale is used to find out the factors for stress. The statistical tool chi-square is used for analyzing the data. The major findings are Extra-organizational and group stressors mostly affected the stress level and the suggestions are made based on the findings. The management can reduce the stress among the employees through conducting various programs
Green building rating systems provide an effective framework for evaluating the sustainability of the building by using different criteria. Specific rating tool is used for assessing each different type of building while fulfilling their special requirements. There is an emerging research gap in Sri Lanka to develop green building rating tools for specific nature buildings. This research is established on development of a green building rating tool for hotel sector in Sri Lanka to preserve the sustainability. Eight main criteria such as, energy efficiency, water efficiency, occupant health and comfort, material and resource selection, sustainable site planning and management, waste management, innovation and cost effectiveness and social and cultural identity were identified together with seventy indicators by considering local conditions and special requirements of the building type. Data was analysed by considering their relative importance and points were assigned according to the analysis. Highest points were allocated to energy efficiency category.
The purpose of this book is to identify the importance and relationship of the effective training program in The Dharmawangsa hotel and job performance of butlers, to analyze the factors that affect the quality of the program and to know the awareness of management of the existence of the butler service and the performance of butlers. The primary data is collected by conducting interviews and questionnaires with butlers and gathering secondary data about the training program in the Butler department. The training program augments the performance of butlers. Therefore, an effective training program which involves the competent trainer and training topic as significant factors attracts and influences butlers to attend the training and motivate them to enhance their performance. Moreover, the management of The Dharmawangsa is aware of the existence of the butler service.
This study assessed the guest satisfaction of hotel services in the Sunyani Municipality. The SERVQUAL Instrument was adopted and administered to one hundred (100) respondents. Stratified random sampling was used in selecting the sample. The data gathered were analysed using SPSS version 16 and employed analysis of variance (ANOVA) and factor analysis to analyze the data. The study among other things suggested that there exist a gap between Tangibles, and the other dimensions, notably, Reliability, Responsiveness, Assurance and Empathy from the guests perceptions.It was recommended that management of hotels must offer regular in-service training to staff on empathetic dimensions as guest derived their satisfaction from this factor. Also, there should be extra effort to improve on performance at the other dimensions because guest always compare services to experiences received else where.
The role of human resource management has significantly increased along to transition to a new economic paradigm where organizations and companies are tendered to administer a universal manpower to gain sustainable expansion and growth. However, the modern development of society is characterized by growing tensions in social interaction and sudden economic changes, determining the formulation and solution of the psychological safety within social environment of the organization. One of such current tensions is workplace mobbing. Mobbing is a phenomenon which is neither simple nor unfolding according to a specific scenario. The book tries to explore reasons by reviewing workplace mobbing and observing types of mobbing behavior through using data of quantitative research. The survey has been conducted in the hospitality sector which indicates a significant growth of mobbing among a group of hotel employees. In the light of these essential HR issues and its vital importance, the book will be useful to HR managers and practitioners relevant to any organization working in the industry of hospitality and tourism.
The Curriculum assessment has been an important tool in measuring the effectiveness of the curriculum to evaluate graduate learning perception. This study was to evaluate how the curriculum of Hotel and Catering Management Program at the Sultan Idris Shah Polytechnic, Malaysia contributes to the graduates future career. The data was gathered by conducting a survey questionnaire that was distributed to the graduates and by conducting an interview session, this study examines the skills that are contributed to graduates in facing the hospitality industry. Findings of this study maybe useful as a value added for Hotel and Catering Program provider and hospitality industry.
Hotel companies who are able to deal with Big Data will create a sustainable competitive advantage. But what is Big Data and how can we use it in the Hospitality Industry? What is the distinctive value and what are key areas for a successful implementation? Michael Toedt explains in this book the biggest hurdle - the lack of knowledge within the senior management and the willingness to implement the necessary changes - and gives hoteliers recommendations to avoid the main failures.