...Thesis/Project Preparation University Format Requirements TABLE OF CONTENT LIST OF TABLE 01 List of contents 02 List of figure 03 Chapter 1 04 Competency of service industry Over view 05 Sentiment analysis 06 Customer engagement response 07 Survey analysis 08 Over view 09 Summary 10 CHAPTER 1 COMFETENCY IN SERVICE INDUSTRY The purpose of this project is to know how the other industry stabilized or to maintain their level of service. Service industry cluster has played an important role in economic system of an area. Core competence evaluation of modern service industry cluster has been a very significant theoretical and practical problem of the research on industry cluster. The goal of the investigation...
Words: 5527 - Pages: 23
...1 Contents 1.0 Introduction ..................................................................................................................................... 6 1.1 2.0 2.1 2.1.1 2.1.2 2.1.3 2.1.4 2.1.5 2.2 2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.3 2.3.1 2.3.1.1 2.3.1.2 2.3.1.3 2.3.1.4 3.0 3.1 3.2 3.3 3.3.1 3.3.2 4.0 4.1 2 Overview of the Company ............................................................................................... 7 Situational Analysis .......................................................................................................... 8 Macro Analysis ................................................................................................................. 9 PEST Analysis .............................................................................................................. 9 Political Factor .............................................................................................................. 9 Economic Factors....................................................................................................... 11 Social and Cultural Factors ....................................................................................... 12 Technology Factor...................................................................................................... 13 Porter’s 5 Forces Analysis for Hilton Hotel ................................................................. 14 Bargaining power of Customers .............................
Words: 7202 - Pages: 29
...Bachelor's thesis Degree Programme In Hospitality Management Hospitality Management 2012 Veera Korjala CULTURAL DIVERSITY IN HOSPITALITY MANAGEMENT – How to improve cultural diversity workforce BACHELOR'S THESIS | ABSTRACT TURKU UNIVERSITY OF APPLIED SCIENCES Degree Programme In Hospitality Management | Hospitality Management 2012 | 64 Susanna Saari Veera Korjala CULTURAL DIVERSITY IN HOSPITALITY MANAGEMENT The bachelor´s thesis investigates cultural diversity in the hospitality management. It aims at presenting effective ways to improve cultural diversity in a workplace. This study was commissioned by JW Marriott San Antonio Hill Country Resort & Spa in Texas, USA and three hotels in Stillwater, Oklahoma, USA: Atherton Hotel, Hampton Inn & Suites and Residence Inn. The bachelor´s thesis incorporates culture theories and their applications to the workplace. Additionally, it focuses on cultural diversity dimensions in hospitality workplace, such as its benefits and challenges, its reflection in the work environment which have been related to the organization’s cultural diversity management. Eventually it provides solutions, such as a corporate strategic plan which focuses on the improvement of cultural diversity in the workplace by means of cultural diversity training. These best practices of cultural diversity are discussed in detail both in the literature review and in the study. The bachelor’s thesis has used two research methods, both qualitative and quantitative...
Words: 13922 - Pages: 56
...Worldwide Hospitality Industry Hospitality and Travel FdA Hospitality and Travel Management The Worldwide Hospitality Industry Module Code: YCUT400006 Learner Name/Number: Aleena Iqbal/10451742 Tutor Name: Clare Dodsley Date: 9th April 2014 Introduction What is the Hospitality Industry? Hospitality in itself means kindness in welcoming guests or strangers and Barrows and Powers (2008, p5) suggest it is an industry that is broad and varies ranging from single-person organisations such as Restaurants and Bars to worldwide corporations. The Industry includes many different sectors within it including Food & Beverage, Accommodation as well as the Travel and Tourism sector. According to People1st State of The Nation Report (2013, pp.24-25) the industry has more than 80 different jobs to offer and as a whole currently employs 2,076,000 people, where Restaurants remain the largest employed sector. Unfortunately, over the recent years, some issues have been encountered within the hospitality Industry including Customer Loyalty, Information Technology (IT) and Recruitment and Retention, which have had a negative impact within the industry as a whole. Hence, this review will attempt to identify and analyse these current issues, developments and potential trends in the Hospitality Industry, exploring possible ways to overcome these. One important issue that has been identified within the Hospitality Industry...
Words: 3993 - Pages: 16
...Running head: STRATEGIC PROGRAM MANAGEMENT PLAN Strategic Program Management Plan University of Phoenix Strategic Program Management Paper This document will discuss a hospitality service chain, Friar Tucker International (FTI) that provides management to a chain of 35 entertainment and cuisine establishments. The 35 entertainment and cuisine establishments consist of 10 sports entertainment establishments, 15 cuisine establishments, 8 family entertainment establishments, and has entered into an agreement with two hotel chains. Friar Tucker International employs an estimate of 1200 staff members and generates revenue in the amount of $300 million. Friar Tucker International has a vision of joining the top ten hospitality providers of service and to serve families through the business of entertainment; basing the service on superior levels of marketing and innovation. The Friar Tucker International mission is to “attract more visitors and customers through food and entertainment facilities and ensure a great family experience” (Friar Tucker International scenario, 2010). Friar Tucker International, Chief Executive Officer, Ricardo Bellini negotiated and accepted many contracts with hotel chains. The contracts resulted in the management of the establishments and the to implement and carry out projects and manage the implementation of numerous projects. Over the previous years, this company has increased its success rate and has felt the results of growth. Many...
Words: 2541 - Pages: 11
...18th Annual SDM EXCLUSIVE REPORT Neither Stellar Nor Stagnant Si in Six i 10 i t integrators were able t move ahead i 2012 and counted an i t bl to h d in d t d increase i in systems integration revenue; but one-third slipped back — showing that the security marketplace is not yet where it was pre-recession. By Laura Stepanek, Editor A 9 percent decrease in the 2012 revenue for SDM’s Top Systems Integrators is a deceiving number because individual company results did not recede to that extent. By all accounts, systems integrators described 2012 as average to improved — at least moderately better than the dismal results they encountered in 2011. While some companies found it “challenging,” others experienced the opposite. Most were in the middle — financial performance was neither stellar nor stagnant, but “acceptable” compared with the past few years. “2012 was another challenging year for the larger commercial integrated systems business. It wasn’t worse than 2011 but about the same,” notes No. 25-ranked ASG Security, Beltsville, Md. “There are still fewer projects, less funding and great pressure on margins. However, the low and mid markets performed very well for us again; specifically, a continued great resurgence in residential sales with excitement around our enhanced service platform. Small business was also a continued strong growth segment for the company, led by enhanced intrusion sales and cloud-based video services.” ASG Security reported $20.9 million...
Words: 7927 - Pages: 32
...2011-06-25 School of Economics and Management Lund University Department of Business Administration The Use of Management Control Systems in the Hospitality Industry Supervisor: Per-Magnus Andersson Authors: Richard G. Sicari Fredrik J. Söderlund i Abstract Title: Seminar Date: Course: Authors: Advisor: Key Words: The Use of Management Control Systems in the Hospitality Industry 2011-06-01 BUSP02: Master Thesis in Accounting and Management Control Richard G. Sicari and Fredrik J. Söderlund Per-Magnus Andersson Hospitality Industry, Management Control Systems, Performance Measurement, Contingency Approach, Multiple Case Study The purpose of the thesis is to describe and analyze the use of management control systems in the hospitality industry. Purpose: Methodology: The study is mainly a descriptive, multiple case study based on deductive reasoning. However, explanatory elements occur. The nature of the study is to a large extent qualitative and is primarily based on interviews and analysis of current management control tools. The analytical strategy includes pattern matching, explanation building and cross-case synthesis. Theoretical Perspectives: The main text editions included are Anthony and Govindarajan (2003 & 2007), Lindvall (2001), Merchant and Van der Stede (2007) and Samuelsson (2004). Furthermore, the use of management control systems in the hospitality industry is examined using literature such as Harris (1995), as well as other articles. Empirical Foundation:...
Words: 36462 - Pages: 146
...have examined management within the hospitality industry for many reasons, including: examining job satisfaction of general managers (Frye & Mount, 2007), determining factors on a resume that may lead to being contacted for an interview (Countryman & Horton, 2006), and determining the causes of management turnover and what could be done to increase retention (Stalcup & Pearson, 2001; Walsh & Taylor, 2007). In addition, research has been done examining graduates from specific institutions (Walsh & Taylor, 2007) as well as perceptions of current students and what they expect when they graduate (Richardson, 2009). Blomme, Van Rheede, and Tromp (2009) found differences between pre- and post-entry expectations of hospitality management graduates in the hospitality industry. However, no past research has examined differences in hospitality graduates with respect to experiences, importance, and turnover in the hospitality industry. Researchers have found many hospitality graduates either never entered the industry, or left the industry with no intent to return (Blomme et al., 2009; King, McKercher, & Waryszak, 2003; Stalcup & Pearson, 2001; Walsh & Taylor, 2007). In addition, Blomme et al. found significant differences in pre- and post-entry expectations of hospitality graduates. If hospitality graduates are entering the industry without an accurate understanding of the industry, this could be the cause of many leaving the hospitality industry. With...
Words: 6636 - Pages: 27
...[pic][pic] E-Commerce Management (Lecturer: Mr Damien Yam) Individual Assignment Assignment Question: Explain how the use of Information Communication Technology (ICT) and E-Commerce has produced competitive advantage to Hospitality Industry Done by: Jane Lim Chiew Ping Submitted on: 19th November 2009 Table of Contents Page 1.0 Introduction……………………………………….. ………03 2.0 E-Commerce Applications for Hospitality Organizations…05 3. Lodging……………………………………………….........06 4.0 Food Industry………………………………………………12 5.0 Meetings and Events………………….……………………14 6. Entertainment/Recreation………………………………….15 7. Airlines………………………………. ……………………16 8. Travel Agents……………………………………………....19 9. Cruise Lines ………………………………………………..21 10. Conclusion……………………………………………….. ..24 11. References………………………………………………….25 [pic] Introduction When most people think about hospitality industry, they have visions of hotels, airlines, cruise ships, restaurants, health spas, and the like, based on their personal experiences. All aspects of the industry are involved in business processes at the operations level. Business processes consist of transactions and interactions with guests or customers, employees and even other businesses. A transaction is an activity such as checking in to a hotel or placing an order in a restaurant. Interactions include the relationships that...
Words: 3132 - Pages: 13
...(IT) and how helpful they are it is easy to overlook some of their repercussions. This paper highlights the importance of BI in decision-making areas and the techniques used to make them. Advantages and benefits are then discussed and one major problem is described in detail. Computer hacking is becoming more popular as the future comes closer and it is a larger problem than most think outside of the business world. The conclusion offers an insight into the future of BI and identifies the problem of hacking as its major threat. 1. Introduction Business intelligence (BI) has become one of the most successful and popular ways that an organization uses to answer specific questions or problems over the past 25 years and is vital to success. BI is a term that covers a multitude of different concepts, theories, and methods that are related to data that has been kept in software designed for this specific purpose. The...
Words: 6858 - Pages: 28
...Hospitality Business Models Confront the Future of Meetings Cornell Hospitality Industry Perspective No. 4, June 2010 by Howard Lock and James Macaulay www.chr.cornell.edu Advisory Board Ra’anan Ben-Zur, Chief Executive Officer, French Quarter Holdings, Inc. Scott Berman, U.S. Advisory Leader, Hospitality and Leisure Consulting Group of PricewaterhouseCoopers Raymond Bickson, Managing Director and Chief Executive Officer, Taj Group of Hotels, Resorts, and Palaces Stephen C. Brandman, Co-Owner, Thompson Hotels, Inc. Raj Chandnani, Vice President, Director of Strategy, WATG Benjamin J. “Patrick” Denihan, Chief Executive Officer, Denihan Hospitality Group Joel M. Eisemann, Executive Vice President, Owner and Franchise Services, Marriott International, Inc. Kurt Ekert, Chief Operating Officer, GTA by Travelport Brian Ferguson, Vice President, Supply Strategy and Analysis, Expedia North America Chuck Floyd, Chief Operating Officer–North America, Hyatt Anthony Gentile, Vice President–Systems & Control, Schneider Electric/Square D Company Gregg Gilman, Partner, Co-Chair, Employment Practices, Davis & Gilbert LLP Susan Helstab, EVP Corporate Marketing, Four Seasons Hotels and Resorts Jeffrey A. Horwitz, Partner, Corporate Department, Co-Head, Lodging and Gaming, Proskauer Kevin J. Jacobs, Senior Vice President, Corporate Strategy & Treasurer, Hilton Worldwide Kenneth Kahn, President/Owner, LRP Publications Paul Kanavos, Founding Partner, Chairman, and CEO, FX Real Estate...
Words: 6777 - Pages: 28
...http://samedayessay.com 1 The Impact of Rewards on Employee Performance: Case Study of Organisations from Two Sectors in Nigeria http://samedayessay.com 2 Chapter 1 Introduction Overview of the Study W hat with the constant changes occurring in the world today, especially with regards to technology and innovation, there is a need for companies to reassess the manner in which they communicate to both their employees and their customers. At the same time, there is also a need for these companies to organise the tasks at hand, design systems and processes, and re-evaluate and improve current management styles (Harmon, 2007). This is especially needed in areas where the competition is constantly increasing and consistently challenging. Two of these industries are the banking industry and the hospitality industry (which the researcher shall discuss in detail in the following sections of this paper). In this chapter, the researcher shall provide a brief overview of the remaining sections of this paper, the aims and objectives of this research study, and its rationale. In addition, the researcher shall also provide a conclusion summarizing what this chapter shall be about, which shall also be a recurring feature of succeeding chapters. According to Dewhurst et al. (2010), there are other means to reward employees that do not just focus on financial compensation. Some of these include the praise that employees are able to acquire from their managers...
Words: 8593 - Pages: 35
...ARTICLE IN PRESS Tourism Management 26 (2005) 549–560 The relationship between brand equity and firms’ performance in luxury hotels and chain restaurants$ Hong-bumm Kima,1, Woo Gon Kimb,* b a College of Hospitality & Tourism, Sejong University, Kwang-jin Gu, Gun-ja Dong 98, Seoul 143-747, Republic of Korea School of Hotel and Restaurant Administration, Oklahoma State University, 210 HESW, Stillwater, OK 74078-6173, USA Received 27 February 2004; accepted 4 March 2004 Abstract There is a growing emphasis on building and managing brand equity as the primary drivers of a hospitality firm’s success. Success in brand management results from understanding brand equity correctly and managing them to produce solid financial performance. This study examines the underlying dimensions of brand equity and how they affect firms’ performance in the hospitality industry—in particular, luxury hotels and chain restaurants. The results of this empirical study indicate that brand loyalty, perceived quality, and brand image are important components of customer-based brand equity. A positive relationship was found to exist between the components of customer-based brand equity and the firms’ performance in luxury hotels and chain restaurants. A somewhat different scenario was delineated from the relationship between the components of customer-based brand equity and firms’ performance in luxury hotels and chain restaurants. r 2004 Elsevier Ltd. All rights reserved. Keywords: Customer-based...
Words: 9223 - Pages: 37
...manager AT GOLDEN HOTEL Table of Contents Introduction2 Human Resource Management3-4 Projected Future Trends 5 Effective Customer Service Technology Management6 Social Media7 Ethics and Social Responsibility8-9 Website Summary10-11 Conclusion12 References13 INTRODUCTION This project is to help me reach the career path from where I am now to Director of Human Resources in the hospitality industry. Diverse defines the hospitality industry. Human Resources Management Human Resources Management includes enforcing labor and wage laws regarding pay and break periods. Ensuring that employees understand, and that supervisors fairly and consistently adhere to the organization's policies and procedures, helps HR protect worker and company alike. Projected Future Trends Workers’ compensation claims and litigation will continue to be on the rise, resulting in the need for more proactive human resources management of safety in the workplace. Effective customer Service technology management It is well documented that the hotel industry has tended to fall behind in technological advances, opting more for labor intensive operations and service delivery. Therefore, it is perhaps now more important than ever for hotels to make use of technology as a means to provide better guest service quality and increased satisfaction. Social Media Human resource directors have the difficult job of weeding out hundreds of applicants for...
Words: 2224 - Pages: 9
...Diagrams 23 6. Bibliography 25 Question 1 - Analyse City Lodge’s talent management and development strategy in terms of the five priorities, namely, leadership development, diversity, employee engagement, learning and development, and succession planning. Talent Management is defined differently by a number of individuals, some regard talent management as the proven practice of using interconnected human resource processes to provide a simple fundamental benefit for any organization[Taleo n.d.], simplistically it is ensuring that capability matches organisational commitments. It should be noted that talent management should be an integrated process. This integration would ensure that an organization has a continuous supply of highly productive individuals doing the right job, at the right time and towards a common purpose. The goal of the talent management process is to increase the overall workforce productivity through improved attraction, retention, and utilization of talent. The talent management strategy is superior not just because it focuses on productivity, but also because it is forward looking and proactive, which means that the organization is continuously seeking out talent and opportunities to better utilize that talent [Rice, A (2010)] to meet growing consumer demands. Many organisations place talent management as one of their key priorities primarily because they recognise that an effective talent management and developmental strategy...
Words: 5863 - Pages: 24
