...Abstract To be successful, industry must focus more on service quality and their customer’s needs and wants. Reason why must focus on needs and wants of their customer and service quality is because customer will seek for solution when they needs or wants something and they always look for better service quality. If the industry can produce something according to customer needs and wants then they will success. Customer will return to the particular industry if they receive quality service and quality product that they want. Customer will be satisfied if they get what they want. To achieve service quality and customer satisfaction must have valuable human resources. Through training and development program, employee will be become more perfect to achieve service quality. Therefore, training and development program that will influence service quality and customer satisfaction are very important for an organization to be successful. Keywords: Service quality, customer satisfaction, training and development program Acknowledgement I would like to acknowledge the important role of Ms.Adeline Yong, my tutor for teaching us how to write a research proposal, how to find journal, how to set up questionnaire, how to collect data and how to use SPSS system. This research proposal is one of my coursework to review the relationship between training program, customer satisfaction and service quality. Introduction In this research proposal, include explanatory study that will seek to test...
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...Investigation of the Relationship between Working Satisfaction and Employee Turnover Chen, Ying-Chang, Department of Hotel and Restaurant Management Ching Kuo Institute of Management and Health, Taiwan Wang ,Wen Cheng, Department of Business Management, Hwa Hsia Institute of Technology, Taiwan Chu, Ying Chien, Department of Tourism and Leisure, National Penghu University, Taiwan ABSTRACT In this paper, researchers evaluate a model of working satisfaction in employee turnover, survey data were collected from 100 hotel employees in XinHua hotel. The article proposes human resource management features based on the analysis of the reasons for the brain drain in the hotel, policies accordingly. There were several main findings from our empirical analyses. (1) Providing career advancement opportunities is critical for retention. (2) A mentoring program can help decrease the employee turnover of the small- and- medium –sized hotels. (3) High-quality communicating is valuable for hotel policy. (4) Pay and welfare also indicate significant position in Human Resource Management in the hospitality industry. The investigation of working satisfaction reflects the status of human resource in the hotels, through this, positive reactions can be made, and encouragement system can be adjusted, so that employees get more satisfaction, employee turnover is reduced and performance can be improved. Keywords: working satisfaction, hotel policy, employee turnover, XinHua hotel INTRODUCTION In face...
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...Investigation of the Relationship between Working Satisfaction and Employee Turnover Chen, Ying-Chang, Department of Hotel and Restaurant Management Ching Kuo Institute of Management and Health, Taiwan Wang ,Wen Cheng, Department of Business Management, Hwa Hsia Institute of Technology, Taiwan Chu, Ying Chien, Department of Tourism and Leisure, National Penghu University, Taiwan ABSTRACT In this paper, researchers evaluate a model of working satisfaction in employee turnover, survey data were collected from 100 hotel employees in XinHua hotel. The article proposes human resource management features based on the analysis of the reasons for the brain drain in the hotel, policies accordingly. There were several main findings from our empirical analyses. (1) Providing career advancement opportunities is critical for retention. (2) A mentoring program can help decrease the employee turnover of the small- and- medium –sized hotels. (3) High-quality communicating is valuable for hotel policy. (4) Pay and welfare also indicate significant position in Human Resource Management in the hospitality industry. The investigation of working satisfaction reflects the status of human resource in the hotels, through this, positive reactions can be made, and encouragement system can be adjusted, so that employees get more satisfaction, employee turnover is reduced and performance can be improved. Keywords: working satisfaction, hotel policy, employee turnover, XinHua hotel INTRODUCTION In face...
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...|SOUTHERN CROSS UNIVERSITY | ASSIGNMENT COVER SHEET For use with online submission of assignments Please complete all of the following details and then make this sheet the first page of each file of your assignment – do not send it as a separate document. Your assignments must be submitted as either Word documents, text documents with .rtf extension or as .pdf documents. If you wish to submit in any other file format please discuss this with your lecturer well before the assignment submission date. |Student Name: |Samara James | |Student ID No.: |22078393 | |Unit Name: |Tourism and Hospitality Research and Analysis | |Unit Code: |MNG00415 | |Tutor’s name: |Martin Young | |Assignment No.: |2 | |Assignment Title: |Research Proposal and Literature Review ...
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...UNLV Theses/Dissertations/Professional Papers/Capstones 5-1-2007 Manager retention and the Steamboat Ski Resort Michael D. Gumbiner University of Nevada, Las Vegas Follow this and additional works at: http://digitalscholarship.unlv.edu/thesesdissertations Part of the Hospitality Administration and Management Commons, and the Work, Economy and Organizations Commons Repository Citation Gumbiner, Michael D., "Manager retention and the Steamboat Ski Resort" (2007). UNLV Theses/Dissertations/Professional Papers/ Capstones. Paper 481. This Professional Paper is brought to you for free and open access by Digital Scholarship@UNLV. It has been accepted for inclusion in UNLV Theses/ Dissertations/Professional Papers/Capstones by an authorized administrator of Digital Scholarship@UNLV. For more information, please contact marianne.buehler@unlv.edu. MANAGER RETENTION AND THE STEAMBOAT SKI RESORT by Michael D. Gumbiner Bachelor of Arts California State University Fullerton 1987 A professional paper submitted in partial fulfillment of the requirements for the Master of Hospitality Administration William F. Harrah College of Hotel Administration Graduate College University of Nevada, Las Vegas May 2007 1 PART ONE Introduction The material for this paper centers on the Steamboat Ski Resort Corp. The ski resort was chosen for this study because of its need for a management retention plan. Steamboat was ranked as a top 10 international ski resort in North America...
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...workplace fun in a qualitative study Simon C.H. Chan ∗ Department of Management and Marketing, The Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong a r t i c l e Keywords: Workplace fun Useable typology Qualitative study Hospitality industry i n f o a b s t r a c t A fun work environment is a positive atmosphere for organizations to attract and retain employees. This study identifies the significant factors of workplace fun and develops a useable typology of workplace fun activities in the hospitality industry. A qualitative case study with grounded theory approach was used by conducting interviews with ten hotel human resource (HR) practitioners in the People’s Republic of China. The results identified four “S”s of workplace fun factors, namely: (1) Staff-oriented workplace fun, (2) Supervisor-oriented workplace fun, (3) Social-oriented workplace fun, and (4) Strategy-oriented workplace fun. This study provides a roadmap to guide future hospitality management research in workplace fun domain. © 2010 Elsevier Ltd. All rights reserved. 1. Introduction As the jargon goes, “Happy Employees Produce Happy Customers.” (Wong and Ko, 2009, p. 196) There is a great challenge for organizations to attract and retain employees, to encourage employee well-being, and for employees to have fun on their job in the hospitality industry (Yu, 1999). Given the long working hours, shift work schedule, and handling complaints from troublesome customers (Hsieh et al., 2004), it...
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...parties consulted that there are many human resource challenges facing China hotel’s industry. The participants pointed out that there is a shortage of human resources and therefore it is very difficult to recruit qualified personnel to fill vacancies. This is due to the rapid increase in the number of hotel properties in China and the related rise in demand for employees. 2. In the 1990s, many young people with a good education background in China believed that hotels provided a good working environment and higher than average salaries. It was comparatively easy for hotels to recruit high calibre staff with a positive attitude to service during that period. But now, the hotel industry’s social position has been undermined by negative publicity and the globalization of emerging industries such as IT and banking. The current reality is that young people with good educational qualifications will tend to consider working for those industries which offer better paid positions and benefits. It is also apparent that the current young generation sees hotel work as a gateway to a job in a “higher status” industry rather than as a life-time career commitment. 3. Most graduates are dissatisfied with pay, supervision, working conditions, training and the team environment (among others). Further, experience shows that degree holders rapidly move on – typically within several weeks of being appointed to a hotel role. Graduates feel undermined by their supervisors (who are unlikely to be skilled...
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...1.0Title THE IMPACT OF TOTAL QUALITY MANAGEMENT (TQM) ON CUSTOMER SATISFACTION AND COMPETITIVE ADVANTAGE The proposed title for this research study is The Impact of Total Quality Management (TQM) to achieve competitive advantage in the Hospitality Sector. The research will give a background of information and literature review on TQM practices and how it enhances customer satisfaction by offering effective customer service. It will present various methodologies and approaches that will be used to achieve the research objectives. Total quality management has been evolving in the hospitality business since quality assurance was introduced in the 1980s (Breiter et al 1995) 2.0. Introduction The hospitality industry is a service based industry as services are produced and consumed in real time and are inherently variable – from customer to customer, from provider to provider and from time to time for the same customer and/or the same provider (John 2003). Total quality management (TQM) in the hospitality industry has risen to amazing levels due to preferences, customer behavior and competition to retain and attract new customers. This has resulted in the demand for quality service thus necessitating the need to implement TQM strategies to have a competitive edge over other players in the industry. Acceptance of TQM strategies in the hospitality industry (Raj Kumar, 2005), with service quality being an important factor for growth and survival is an integral part to achieve success...
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...ISSN: 2231-0703 A STUDY ON EMPLOYEE SATISFACTION PERSPECTIVES IN THE HOTEL INDUSTRY IN MALAYSIA Anantha Raj A. Arokiasamy, Quest International University Perak (QIUP), Malaysia ABSTRACT Satisfaction is fulfillment of a need or desire and the pleasure obtained by such a fulfillment. Employee satisfaction is a good measure to evaluate personal attitude to the professional activity of an organization. Employee satisfaction is considered to be a critical success factor for organizations. The concept of employee satisfaction has gained a special concern from both academicians and practitioners. The purpose of this study is to examine the relationship between career development, compensation & rewards, job security and working environment with employee satisfaction in the hotel industry in Malaysia. A total of 127 employees’ responses were collected from four three star hotels in Ipoh, Perak. Data were collected over a period of two months using survey questionnaire and multiple regression analysis were used to examine the correlation between independent variables and dependent variable. Since, the sample of this study comprises only the Food & Beverage staffs, it is hoped that a future extended study would include the front and back hotel staff as well. The results indicate that there is a positive relationship between career development, compensation & rewards, job security and working environment and employee satisfaction. The findings would greatly assists hotels in organizing uniform...
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...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 is the issue...
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...Name Here University/ Class Teachers Name Abstract In the hospitality industry, specifically in hotels, the industry faces an increasing high turnover rate. When dealing with the hotel industry, the question arises as to why employees have high turnover. The first task to figuring out hotel employee turnover is to identify what the employee’s needs are and what the industry is doing to meet those needs. The article points out the need for wages. The second point discussed is safety needs. Teams benefit both the employer and the employees. The fourth need defined by Maslow is esteem. The fifth and final need mentioned is the need for self-actualization. Ultimately, the reason why the hospitality industry experiences such high turnover is because most jobs offered in the hospitality industry lack the five basics needs mentioned. Retention in the Hospitality Industry In today’s society, most people are in search for that perfect job. Many people want jobs that not only pay well, but also offer great benefits while providing a good balance between work and life. In the hospitality industry, specifically in hotels, the industry faces an increasing high turnover rate. With jobs ranging from front desk tellers, customer service agents, house keeping, maintenance and food and beverage handlers, the result of high turnover can steam from many different factors. When dealing with the hotel industry, the question arises as to why employees have high turnover? Some can speculate...
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...The customer's satisfaction with service Chapter I: Introduction 1.1 Background In recent times, customer's satisfaction is the main concern for every hotel and resort. Customers are now more valued and every effort is being made to keep them loyal to the resort and make them permanent visitors. The hotel industry believes that higher level of customer satisfaction may result in higher levels of repurchase. Repeat purchasing is essential to a continued stream of profitability through achieving higher levels of customer satisfaction (Oliver, 1997). The customers' satisfaction can be defined as “the fulfillment response” which they feel towards given service. It has been a judgment that a product or service feature, or the product or service itself, provides (or is providing) a pleasurable level of consumption-related fulfillment, including levels of underfulfilment or overfulfilment” (Oliver, 1996, p. 14). The concept of consumer satisfaction occupies a central position in marketing thought and practice. Conceptually, satisfaction is an outcome of purchase and use results from the buyer's comparison of the rewards and costs of the purchase in relation to the anticipated consequences. Operationally, satisfaction is similar to attitude in that it can be assessed as the sum of the satisfactions with the various attributes of the product or service. With due consideration of this marketing approach, every effort is being made to provide the customers with better services in order...
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...The Service Industries Journal Vol. 29, No. 12, December 2009, 1779–1796 Service failures and recovery strategies of chain restaurants in Taiwan Chen-Tsang (Simon) Tsaia and Ching-Shu Subà a Division of Hospitality Management and Education, Department of Human Development and Family Studies, National Taiwan Normal University, Taipei, Taiwan, Republic of China; b Department of Food & Beverage Management, Jinwen University of Science and Technology, Taipei, Taiwan, Republic of China (Received 27 July 2007; final version received 26 September 2007) This study utilised the critical incident technique to study service failure and recovery strategies in chain restaurants. A total of 431 incidents were collected and classified. The analytical results identified the most common categories as being service failure and recovery strategy. It also demonstrates that consumers were unable to recognise high-quality service and high-consistency products in chain restaurants. Additionally, appropriate recovery strategies were proposed to assist restaurateurs in reducing service failure. A number of conclusions and recommendations regarding practice and future research are made. Keywords: service failure; service recovery; recovery strategy; chain restaurant; critical incident technique Introduction Modern customers are very demanding and have easy access to diverse information channels. Customer demands for value create a strong focus on a combination of quality, fair...
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... for a company to be a great leader in its industry, it has to possess a set of core values that inform every decision the company makes. Hence, Marriott’s core values have stood the test of time: putting people first, pursuing excellence, embracing change, and acting with integrity to serve our world. (team, 2014) Marriot has been a leading lodging company based in Bethesda, Maryland, USA, with nearly 3,900 properties in 72 countries. The company operates and franchises hotels and licenses vacation ownership resorts under 18 brands. In January 16th 2014, the Marriott once again was named one of FORTUNE magazine’s “100 Best Companies to Work For”, it has maintained its excellent status of high performance as one of the only 13 companies that have appeared on this list ever since 1998 (Wiggins, 2014) In addition, this luxurious hotel has attracted and held most of its customers, employees and other stakeholders due to its rich commitment to Corporate Social Responsibilities (CSR). The legacy growing deep from its founders hiring a doctor and a surgeon to attend to the associates’ healthcare needs. Back in the years after the Great Depression. Since then, its CSR has grown and evolved powerfully in over the 72 countries. (team, 2014) It is highly competitive over its competitors such as: Starwood Hotels, Hyatt Hotels Corporation, Choice Hotels International, and Intercontinental Hotels among many others. It competes in an industry that is...
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...2013, At: 01:31 Publisher: Routledge Informa Ltd Registered in England and Wales Registered Number: 1072954 Registered office: Mortimer House, 37-41 Mortimer Street, London W1T 3JH, UK Journal of Hospitality Marketing & Management Publication details, including instructions for authors and subscription information: http://www.tandfonline.com/loi/whmm20 Service Orientation, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing a Structural Model Hyun Jeong Kim a a School of Hospitality Business Management, Washington State University, Pullman, Washington, USA Published online: 30 Jun 2011. To cite this article: Hyun Jeong Kim (2011): Service Orientation, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing a Structural Model, Journal of Hospitality Marketing & Management, 20:6, 619-637 To link to this article: http://dx.doi.org/10.1080/19368623.2011.577698 PLEASE SCROLL DOWN FOR ARTICLE Full terms and conditions of use: http://www.tandfonline.com/page/terms-and-conditions This article may be used for research, teaching, and private study purposes. Any substantial or systematic reproduction, redistribution, reselling, loan, sub-licensing, systematic supply, or distribution in any form to anyone is expressly forbidden. The publisher does not give any warranty express or implied or make any representation that the contents will be complete or accurate or up to date. The accuracy of any instructions, formulae, and drug doses should be...
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