...Research in Brief Service quality and human resource practices: a theme park case study Jeffrey Hickman Guest Service Manager, The Disney Company, Lake Buena Vista, Florida, USA Karl J. Mayer Assistant Professor, William F. Harrah College of Hotel Administration, University of Nevada, Las Vegas, Nevada, USA Keywords Human resource utilization, Theme parks, Employee communications, Service quality Introduction In services management, the linkage between employee performance and the delivery of high quality services has been well documented in the services marketing and hospitality literature (Zeithaml and Bitner, 2000; Mohr and Bitner, 1995; Bettencourt and Gwinner, 1996). This article reviews the human resource practices that have been adopted at a major theme park in order to maximize the delivery of superior guest services. Using a case study approach, the article describes how employee strategies at the Florida Theme Park (a disguised version of the park's actual name) lead to the attainment of exceptional service quality. The Florida Theme Park (FTP), which is located in central Florida, is a large, multi-purpose facility that features water parks, resort hotels, an entertainment district, and a sports complex. The FTP employs tens of thousands of people in a variety of positions. FTP's human resource department must develop recruiting strategies and reward and recognition programs that maintain high morale and promote teamwork, particularly for its customer-contact...
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...Commons, and the Marketing Commons Recommended Citation Chu, Yin, "A review of studies on luxury hotels over the past two decades" (2014). Graduate Theses and Dissertations. Paper 13913. This Thesis is brought to you for free and open access by the Graduate College at Digital Repository @ Iowa State University. It has been accepted for inclusion in Graduate Theses and Dissertations by an authorized administrator of Digital Repository @ Iowa State University. For more information, please contact hinefuku@iastate.edu. A review of studies on luxury hotels over the past two decades by Yin Chu A thesis submitted to the graduate faculty in partial fulfillment of the requirements for the degree of MASTER OF SCIENCE Major: Hospitality Management Program of Study Committee: Liang (Rebecca) Tang, Major Professor Tianshu Zheng Fatma Baytar Iowa State University Ames, Iowa 2014 Copyright © Yin Chu, 2014. All rights reserved. ii TABLE OF CONTENTS Page LIST OF TABLES ..................................................................................................... iv LIST OF FIGURES ................................................................................................... v ACKNOWLEDGEMENTS ....................................................................................... vi...
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...lifestyle. Immense range of new and innovative ways of living take part in everyday operations, which lead to increased expectations and experiences from the people, especially in hospitality sector. It is important for the companies to adopt the modernizations in order to stay ahead in the business. Today people seek for luxury, high value and comfort. If these needs are not met, the consumers will loose the interest in spending time and money for the organization and opt for an alternative, thus the service of a competitor. As people travel more not only for the business, but also for vacation purposes, for the hospitality industry this means an era of expanding and benefiting from the fact that people are willing to pay for a greater experience. In order to be the preferred destination, place and brand to stay for the travellers, the importance of following the newest trends and implementing them into daily operations is a point that should be considered by every organization. Out of the vast array of contemporary trends that dominate in the world of hospitality and tourism, this article describes and comments on building a brand and the awareness, secondly the use of social media and advancement in technology, and lastly the movement of adapting to customers with demands and the personalization of service towards travellers. Aaker (1991, as cited in Bharwani & Butt, 2012) claims that the use of brand name is a significant factor which sets the differences of the organization...
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...The article attempts to explore the work values in the hospitality context and analyze them further through the lens of generational differences on a multi dimensional level. What makes this research unique is the scope, which covers all 3 aspects: multiple dimensions of work values, importance of these work values to people across 3 generations and a focus on Hospitality industry. The author’s approach is to find and shortlist research done on identification of work values, dimensions or factors under which they exist and the importance given to them based on the age of individuals (generation aspect). Post selection of a suitable research covering these criteria, the author attempts to apply these on a sample size from the Hospitality Industry to understand and report the relevance and findings. The sole reason of attempting this study is to analytically approach the challenges faced by human resources in managing a work force that is diverse and consists of different social & demographic profiles. The author believes that understanding of this would lead to better recruitment and retention strategies of managerial workforce in the hospitality industry. Short listing of available research: a) Research on Work Values: Many studies have been conducted on identifying work values in an institution, (Elizur, 1984; Hofstede, 1980; Mok et al., 1998; Pryor, 1987; Rokeach, 1973; Sagie et al., 1996; Super, 1970, 1973; White, 2005; Zytowski, 1970, 1994). Of these, the author chose...
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...School of Hospitality Management and Tourism 2011 Trends in the Food and Beverage Sector of the Hospitality Industry Detta Melia Dublin Institute of Technology, detta.melia@dit.ie Follow this and additional works at: http://arrow.dit.ie/tfschmtcon Recommended Citation Melia, D.:Trends in the Food and Beverage Sector of the Hospitality Industry. EuroCHRIE Conference, Dubrovnik, Croatia, October 2011. This Conference Paper is brought to you for free and open access by the School of Hospitality Management and Tourism at ARROW@DIT. It has been accepted for inclusion in Conference papers by an authorized administrator of ARROW@DIT. For more information, please contact yvonne.desmond@dit.ie, arrow.admin@dit.ie. This work is licensed under a Creative Commons AttributionNoncommercial-Share Alike 3.0 License Paper Title: TRENDS IN THE FOOD AND BEVERAGE SECTOR OF THE HOSPITALITY INDUSTRY Detta M. Melia School of Hospitality Management and Tourism Dublin Institute of Technology Cathal Brugha Street Dublin 1 Detta.melia@dit.ie Key Words: Trends, Food and Beverage Sector, Hospitality Industry, Drivers for Success 1 Abstract The hospitality sector in Ireland represents an important part of the tourism industry and comprises hotels, restaurants, pubs and clubs, guesthouses and self-catering operations. The largest component within the Irish hospitality sector is hotels. In addition to hotels, food and beverage operations comprise a significant proportion of the industry. These businesses...
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...Andreyan M. Solanoy Submitted to: Dr. Perlita Esrael (Professor) A SYSTEMATIC REVIEW OF KNOWLEDGE MANAGEMENT RESEARCH IN THE HOSPITALITY AND TOURISM INDUSTRY by Xu Cheng Bachelor of Art Guangdong University of Business Studies 2008 A thesis submitted in partial fulfillment of the requirements for the Master of Science in Hotel Administration William F. Harrah College of Hotel Administration Graduate College University of Nevada, Las Vegas December 201 Assignment in Basic Research Find a sample research article which is related to your field of specialization. (Hotel Management) Submitted by: Ma. Florina Teresa T. Tampos Submitted to: Dr. Perlita Esrael (Professor) Assignment in Basic Research Find a sample research article which is related to your field of specialization. (Hotel Management) Submitted by: Floven P. Laurencio Submitted to: Dr. Perlita Esrael (Professor) ABSTRACT A Systematic Review of Knowledge Management Research in the Hospitality and Tourism Industry by Xu Cheng Dr. Mehmet Erdem, Examination Committee Chair Assistant Professor of Hotel Management University of Nevada, Las Vegas The purpose...
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...International Journal of Contemporary Hospitality Management Emerald Article: Teaching human resource management in hospitality and tourism: a critique Tom Baum, Denis Nickson Article information: To cite this document: Tom Baum, Denis Nickson, (1998),"Teaching human resource management in hospitality and tourism: a critique", International Journal of Contemporary Hospitality Management, Vol. 10 Iss: 2 pp. 75 - 79 Permanent link to this document: http://dx.doi.org/10.1108/09596119810207228 Downloaded on: 24-09-2012 References: This document contains references to 19 other documents Citations: This document has been cited by 5 other documents To copy this document: permissions@emeraldinsight.com This document has been downloaded 4078 times since 2005. * Users who downloaded this Article also downloaded: * Tom Baum, Vanessa Amoah, Sheryl Spivack, (1997),"Policy dimensions of human resource management in the tourism and hospitality industries", International Journal of Contemporary Hospitality Management, Vol. 9 Iss: 5 pp. 221 - 229 http://dx.doi.org/10.1108/09596119710172615 Philip Worsfold, (1999),"HRM, performance, commitment and service quality in the hotel industry", International Journal of Contemporary Hospitality Management, Vol. 11 Iss: 7 pp. 340 - 348 http://dx.doi.org/10.1108/09596119910293240 Peter Haynes, Glenda Fryer, (2000),"Human resources, service quality and performance: a case study", International Journal of Contemporary Hospitality Management, Vol. 12 Iss:...
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...Crіtіcаl Еvаluаtion Of Rеѕеаrch Mеthοdѕ Аррlіеd Tο А Hοѕріtаlіty Cοntеxt Dеductіvе vs. Іnductіvе Based on dеductіvе vs. inductіvе techniques whenever researchers conduct research in hospitality and tourism research proejcts they dіѕtіnguіѕh bеtwееn twο bаѕіc kіndѕ οf аrgumеnt: іnductіvе аnd dеductіvе. Іnductіοn іѕ uѕuаlly dеѕcrіbеd аѕ mοvіng frοm thе ѕреcіfіc tο thе gеnеrаl, whіlе dеductіοn bеgіnѕ wіth thе gеnеrаl аnd еndѕ wіth thе ѕреcіfіc; аrgumеntѕ bаѕеd οn еxреrіеncе οr οbѕеrvаtіοn аrе bеѕt еxрrеѕѕеd іnductіvеly, whіlе аrgumеntѕ bаѕеd οn lаwѕ, rulеѕ, οr οthеr wіdеly аccерtеd рrіncірlеѕ аrе bеѕt еxрrеѕѕеd dеductіvеly. А dеductіvе аrgumеnt іѕ οnе whοѕе cοncluѕіοn fοllοwѕ frοm thе рrеmіѕеѕ аѕ rеquіrеd. Thіѕ fеаturе іѕ cаllеd vаlіdіty аnd іѕ whаt dіѕtіnguіѕhеѕ іt is frοm οthеr аrgumеntѕ, ѕuch аѕ thе іnductіvе аnаlοguе. А nеcеѕѕаry rеlаtіοnѕhір еѕtаblіѕhеd bеtwееn рrеmіѕеѕ аnd cοncluѕіοn іѕ cаllеd vаlіdіty. Dеductіvе rеаѕοnіng іѕ rеаѕοnіng thаt іnvοlvеѕ а hіеrаrchy οf ѕtаtеmеntѕ οr truthѕ. Ѕtаrtіng wіth а lіmіtеd numbеr οf ѕіmрlе ѕtаtеmеntѕ οr аѕѕumрtіοnѕ, ѕtаtеmеntѕ thаt аrе mοrе cοmрlеx cаn bе buіlt uр frοm thе mοrе bаѕіc οnеѕ. Іf-thеn dеductіvе rеаѕοnіng іѕ hοw ѕcіеntіѕtѕ (аnd οthеr реοрlе!) cаn tеѕt аltеrnаtе hyрοthеѕеѕ. Mаkіng dеductіοnѕ іѕ іmрοrtаnt whеn wе cаnnοt dіrеctly οbѕеrvе а cаuѕе, аnd cаn οnly οbѕеrvе іtѕ cοnѕеquеncеѕ. Thіѕ kіnd οf rеаѕοnіng cаn bе mοdеlеd by thе fοllοwіng: Іf ... Thеn... But... Thеrеfοrе... On the other ahdn inductіvе rеаѕοnіng...
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...INTERNATIONAL STRATEGIC MANAGEMENT: Strategic management for hotel industry CANDY 10182133m Lecturer: Paula Tomsett I-Shou University Contents ABSTRACT 3 INTRODUCTION 4 RELEVANT THEORY 4 Strategic management 4 Globalization 5 IMPLICATIONS FOR INTERNATIONAL STRATEGIC MANAGEMENT 5 The cost of land ownership 6 Costs of funding the projects 6 Official procedure approval 6 Human resource matter 6 The speed of technology development 7 Infrustructure and security matters 7 Strong competitors 7 CONCLUSION 8 REFERENCES 9 ABSTRACT Hotel industry has been chaos period in recent years. What makes a firm differing from the others are well known brand, high standard products and services, as well as an unique strategic management to build short term and long term plans and strategies. In the process of strategic management, firms encounter a number of challenges. In order to compete rivals and get an competitive advantage, it is essential to issue the problems and find out possible and relevent solutions. Key words: hotel industry, strategic management, hospitality INTRODUCTION In recent years, global economy is facing a severe recession that affects almost aspects of business life. Hotel industry is also not an exception, typically Indian hotel industry. In order to grow and expand, hotel industry has to combat a number of challenges in human resources, land acquisition, technology deployment as a strategic tool and understanding the dynamics...
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...Question- Critically analyse the relevance and utility of globalization for the international hospitality industry. In the recent years hospitality industry over the years has expanded their business all around the world. Big hotel chains such as Marriott’s and Accor group are opening their hotels in developing countries such as India, Singapore etc. The process of globalization has played a major role in expanding their profits and laying their business across their own boundaries. Majority countries, around the world have been trying to promote globalization through eliminating barriers and reducing taxes. However, there are various methods through which companies are trying to expand such as licensing, Exporting, joint venture and etc. Globalization has both the positive and negative effects, but over here we will be focusing more on the utility and positive side of the globalization. Globalization in hotel industry helps in giving exposure to various cultures. In the 21st century, with the increase in level of incomes for people in the developing countries, it has been seen that people are visiting the developed countries and they are trying to adopt western culture. The level of tourism has increased and people especially from the Asian counties are visiting developed countries such as US and Australia. They are now becoming more familiar with their culture and their food and are also adapting the same thing in their own country (Lee 2009). People from countries such...
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...The Contemporary Themes of the Hospitality Industry MGMT – M900 Success Strategies for the Hospitality and Service Industries Glion Institute of Higher Education – Glion Online Dr. Michael Powers December 21, 2013 Word Count: 2133 Statement of Authorship Statement of Authorship I certify that this assignment is my own work and contains no material which has been accepted for the award of any degree or diploma in any institute, college, or university. Moreover, to the best of my knowledge and belief, it contains no material previously published or written by another person, except where due reference is made in the text of the work. I also understand that no under circumstances should any part of this assignment be published, including on the internet or publicly displayed without receiving written permission from the university. Abstract: Cultural diversity, collaborative learning and networking have a huge impact in many business of today and that includes the Hospitality and Service Industries. This paper aims to provide insights, suggestions, benefits, challenges and understanding on how to deal with different people of different backgrounds and upbringings in the workplace. It discusses and summarizes the significance of intercultural perceptions, cultural collective thoughts, sharing experiences through storytelling, collaborative learning and the benefits of networking in the workplace. It states that in the hospitality industry and other work...
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...causes of service failure and determine what service recovery strategies could be taken by the hotel. This essay first gives the brief introduction of service excellence and service failure, and identifies the causes of service failure in this case study. Then, it will apply the concepts of service recovery into the hospitality industry, and come up with some solutions according to the theories. At last, the essay will evaluate the contention that service failure whether can be recovered or not. In order to get a better understanding of the case study, this paper begins with the brief introduction of service excellence and service failure that in relation to the provision of hospitality services. Service excellence is an integrated approach to business that organizations set customers in the centre of all the activities (Clark and Baker, 2004). There is no exactly definition of service excellence, but some researchers (Horwitz and Neville, 1996; Dobni, 2002) pointed out that service excellence refers to the provision of service exceeds the customer's previous expectations. In a word, service excellence is not only meeting customer requirements but also about exceeding their expectations. Conversely, service failure can be defined as that the service does not meet the customer expectation and requirement. Service failure often occurs in the process and the outcome of the service delivery (Lewis and McCann, 2004). As pointed by Kandampully, Mok and Sparks (2001) that service failure...
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... IN HOTEL AND RESTAURANT MANAGEMENT GRADUATES TO ENTER FILIPINO HOTELIER’S WORLDWIDE INDUSTRY In Partial Fulfillment for the degree of Bachelor of Science in Hotel and Restaurant Management Rostum B. Ercia Vryan Carlos D. Pombo Aaron Finn C. San Diego S.Y. 2015-2016 CHAPTER 1 THE PROBLEM AND ITS BACKGROUND INTRODUCTION History of Hospitality 1800’s: Savoy Hotel opened with Cesar Ritz as the General Manager Delmonico’s Steak House opens in NYC Travel boomed after WWII Cross continental travel / Trans-Atlantic flights Eisenhower Interstate System 1960’s and Beyond: Mass tourism, package travel, growth in chain restaurants and hotels. Defined as the friendly reception and treatment of guests or strangers; the quality of receiving and treating guests and strangers in a warm, friendly way Derived from the French word Hospice: to provide for the weary; to take care of those travelling Many cultures embrace hospitality India: “The guest is God” principal South Central Asia. Many Facets of the Hospitality Industry Lodging Industry Cruising Industry Restaurant Industry Tourism Recreation and Attractions Clubs Gaming and Entertainment Meetings, Conventions, Events and Expositions. As PWU envisioned “a university that develops individuals through excellence in teaching, dynamic and relevant research, and responsive service supported by evolving technology for global competence” with its mission to have “An enduring...
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...the world, the Gold Coast has unique natural resources such as 70 kilometers of beaches, hinterland and rain forest as well as world-class tourism facilities such as theme parks and accommodation. More than 11 million people visit the Gold Coast every year (Gold Coast Destination Tourism Strategy 2012 – 2016). Therefore, the accommodation sector plays an important role in the local economy. According to Gold Coast a Destination Management Plan (2005), approximately 5% Gross Regional Products were generated by the Gold Coast accommodation sector in 1999. This report will firstly describe the 5-star hotel industry on the Gold Coast. Then, a PESTE model and Porter’s Five Forces model are utilized to examine the broad environment and the task environment of the five-star accommodation sector on the Gold Coast. These are used to identify threats and opportunities and also to evaluate the potential profitability in the industry. At last, three strategic issues that are currently encountered by the industry are addressed and a series of strategies are formulated. 2.0 Industry Description According to a Tourist Accommodation Data Sheet (2010), there were 26 hotels and resorts, and 98 service apartments on the Gold Coast in 2010. Among these accommodation, there are approximately 15 -20 five star hotels, resorts and service apartments, such as Hilton Hotel, Palazzo Versace Resort and Meriton Serviced Apartment. The tourism contributes significantly to the economy of the Gold Coast. According...
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...Contenporary Contemporary Hospitality Industry Understand the current structure of hospitality industry. Analyse current scale, scope and diversity of hospitality industry. The hospitality industry employs seven percent of the working population. In terms of gross value added (GVA) the sector contributed £40.6bn to the UK economy in 2011 or 4.2 percent of the country’s total GVA. In 2012 there were 181,500 individual business sites operating across UK. Hospitality and tourism is one of the UK’s most diverse sectors all connected to service sector. Besides different size of operations and customers, there are different sub-sectors of the industry: * Pubs, bars and night clubs * Hotels, Hostels and B&B * Restaurants, Bistros, Cafes and Coffee shops * Casinos and Gambling * Take-Always and Mobile catering * Travel services * Tourist Services * Membership clubs * Contract catering * Hospitality services * Events * Visitor attractions According to State of the Nation Report 2013, in 2012 most of the hospitality businesses were private companies (59 %). Following 20 % were sole traders and remaining were mostly partnerships (15 %). Restaurants, hotels, pubs, bars and nightclubs represent the greatest number of businesses and equal 70% GVA. When measured by the number of employees, industry is predominately made up of small businesses; almost half employ less than five people and only one percent of businesses employ 100...
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