...management focus can help drive revenues. Focusing on the strategy, marketing, HR and IT aspects of services management can help the hospitality industry immensely. This timely book covers the various aspects of the hospitality industry and services management. The first section describes the status of the hospitality industry in India. The first paper gives an overall view of the hospitality industry in India in terms of consumer adaptiveness, brand recognition, consolidation, demand/supply, HR, marketing, finance and infrastructure related aspects. The other papers in this section discuss aspects such as the role of environment safety and security, the role of organisational leadership in the Indian hospitality industry, and the growth and scope of the industry with special reference to the Indian tourism industry. However, there is a lack of flow in the text. The next section deals with HR issues in the hospitality industry, providing a lucid explanation of factors that go into choosing competency modelling techniques in India and the UK. The four papers in this section cover the issues of employee motivation and empowerment, the costs associated with staff turnover in the hospitality sector, and approaches to mapping competencies and identifying appropriate HR strategies in the sector. The third section is devoted to strategic implementation issues involved in the hospitality industry. The first paper explores the practical and research implications of a study undertaken...
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...Analysis of Service Marketing Strategies in the Hospitality & Tourism business in the UK: The Sheraton Park Lane Hotel Mashfiq Ahmed The hospitality and tourism industry is one of the biggest industries in the United Kingdom and in the entire world. Two of the major components of this industry are the marketing and public relations as in the highly competitive and sophisticated business world of the twenty first century; they play the key role in attracting and retaining customers i.e. the sales of products and services. Especially for businesses that focus on the luxury consumers, branding is an integral part of their core value proposition and there is no better way to create a brand identity and promote it than the use of interactive marketing strategies and public relations tactics. To get your BUSINESS Reports / Case Studies/ Research Projects / Dissertations / Term papers / Presentations / Assignments done, CONTACT: MASHFIQ AHMED . ahmed.mashfiq@gmail.com +8801674312929 January, 2012 1. Introduction The hospitality and tourism industry is one of the biggest industries in the United Kingdom and in the entire world. Two of the major components of this industry are the marketing and public relations as in the highly competitive and sophisticated business world of the twenty first century; they play the key role in attracting and retaining customers i.e. the sales of products and services. Especially for businesses that focus on the luxury consumers, branding...
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...Social media in hospitality, is it changing the business fundamentally? Jesse van der Heiden 406279 Professional writing Stenden University April, 2015 Present day, social media are fundamentally changing the way tourists and travellers search, read, trust and as well as find information about tourist destinations. Furthermore, social network applications for e.g. trip Advisor, Facebook and Pinterest allows guests to participate in business operation and functions. This means that, tourists and travellers provide a huge amount of information about their travel experiences. Many organizations use social media as a tool to connect to millions of potential guests. Therefore, this paper will analyse the importance of social media for the hospitality industry. The first paragraph aims to address the use and impact of social media in hospitality. The second part of this paper will focus and give more insight on the impact of social media on travellers’ behaviour and using social media from a customers’ perspective. Thirdly, the kinds of social media in the hospitality industry will be discussed. As last, conclusions will be drawn while taking personal perspective, studies and theory into consideration. Use and impact of social media in the hospitality Hospitality company participation in social media has been shown to be a cost-effective tool for interaction and involvement with potential guests. Social media that is easy accessible, straightforward and appealing enables...
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...about the importance of hospitality management in global market Subject: English Submitted by: Miss Christina Lecturer of English department Submitted to: Mithu Ahmed ID NO: 13300016 To All students of kolej gemilang Methodology: (1) Internet (2) Books (3) Shit-paper (4) Myself Hospitality industry is a huge sector of global market in this era. Hospitality industry makes our life more comfortable, more enjoyable, and more flexible. It is also a great helper of world economy. Importance of hospitality management in global market: There are many importance of hospitality management in global market. I write down below in my own opinion. (1) Remove Unemployment (2) Economic aspects (3) Education aspects (4) Safety Life Unemployment (or joblessness) occurs when people are without work and actively seeking work. The unemployment rate is a measure of the prevalence of unemployment and it is calculated as a percentage by dividing the number of unemployed individuals by all individuals currently in the labor force. During periods of recession, an economy usually experiences a relatively high unemployment rate. According to International Labor Organization report, more than 197 million people globally are out of work or 6% of the world's workforces were without a job in 2012. Here Hospitality management helps to...
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...Malaysia, Penang, Malaysia. Tel: 60-4-653-3741. E-mail: ana11_hbp046@student.usm.my Received: March 8, 2012 Accepted: May 15, 2012 Online Published: July 16, 2012 doi:10.5539/ijbm.v7n14p135 Abstract URL: http://dx.doi.org/10.5539/ijbm.v7n14p135 Service quality has been an important subject of research involving food and beverage (F&B) departments of hotels. Despite a substantial number of studies on service quality, the reasons why guests revisit a hotel and why a high-quality service from the F&B department is needed have remained unanswered. This paper aims to review existing literature on service quality management in the F&B departments of hotels, its process, and the effective service quality management framework. This paper discusses famous models, and explains Parasuraman’s dimensional framework of service quality management in the area of F&B and its application to the hotel industry. The conceptual paper suggests application of the dimensional model in the F&B department and encourages hotels to improve its management to better satisfy their guests. Keywords: service quality, hotel industry, parasuraman dimensional model, food and beverage department 1. Introduction Hotel management scholars consider service quality a precedent to guest satisfaction. Some experiential studies show that getting a good quality of service from the food and beverage (F&B)...
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...BACHELOR OF INTERNATIONAL RESTAURANT MANAGEMENT BACHELOR OF INTERNATIONAL RESTAURANT MANAGEMENT Course name: ADVANCED MARKETING Assessment: Assignment 1 : Essay Students name: SARAH BINTI ISKANDAR FAIZ Preferred name: SARAH Student # 640996 3. What is the purpose and what are the benefits of the marketing philosophy? How does it differ from past traditional philosophies? Give company examples (with appropriate referencing) to illustrate. Give examples to explain how companies are moving towards societal marketing within the hospitality and tourism sectors. An establishment of an organizations, business or products constantly applies marketing ideas by understanding customers need and developing the products and services to meet their satisfactions and needs. Peter F. Drucker who is a successful management consultant says “The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.” Hospitality and tourism industry are rapidly changing and flexible therefore a combination of marketing concept or strategy will be needed and is also due to increasing level of globalization therefore trends and function has been constantly changing over the decades However the basics of marketing philosophy has constantly guiding one’s businesses marketing activities. Purpose of marketing philosophy means giving a complete customer his or her satisfactions by studying and analyze target market theirs needs and wants...
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...actual, or former customers about a product or company, which is made available to a multitude of people and institutions via the Internet’ (p.39). Hospitality and Tourism Industry has also been affected by this relatively new eWOM, where former visitors or customers express their opinion on destinations and places they have visited. The purpose of this literature review is to focus on the eWOM, its impact on the Hospitality and Tourism Industry and on the potential benefits it has for businesses and destinations. This review will contain information gathered and analyzed from different peer reviewed articles and studies to support the credibility of this paper. The eWOM in contrast of the traditional WOM has different types of electronic media channels that have an impact upon interpersonal relationships. There are the synchronous type and the asynchronous type, the first one include instant messaging, chatrooms and newsgroups. While asynchronous includes blogs, emails, virtual communities and websites (techdictionary.com, 2006). All these are use to spread experiences and opinions about a product or a place, they can be positive or negative depending on the experience of the author. The eWOM as mentioned in the introduction has a great impact on the Hospitality and Tourism Industry e.g. on choosing a travel destination or hospitality facilities. According to Park, D.H. and Kim (2008) travel reviews are useful...
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...Effects of Social Media on Hospitality/Tourism Name: Institution: Date: Introduction Since the turn of the century, there has been an upsurge in the use of social media. As a result, many tourism organizations that include hotels, travel agencies, and airline companies have started using the internet as one of the important tools in marketing and communication strategies. Many businesses within the hospitality industry rely on good reviews from their customers, and social media is offering this as a natural marketing tool (Bennet, 2012). The use of social media have become very widespread, and the travelers use these sites consistently to brag about their great experiences as well as express displeasure with poor experiences. This is a natural way through which the social media is impacting the hospitality and tourism industry. After realizing the power of social media, businesses are also leveraging on the wide presence of customers in social media to communicate, engage, and market their services and products to the customers (Guzel & Sengun, 2015). The growth of social media has had immense impacts on social media that range from marketing, communication, and even corporate social responsibility. This paper conducts a literature review on the effects of social media on hospitality and tourism. Literature Review According to Mahmood A Khan (2012), the benefits of social media can be very helpful in marketing and management in hospitality and tourism. He states that...
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...Effects of Social Media on Hospitality/Tourism Name: Institution: Date: Introduction Since the turn of the century, there has been an upsurge in the use of social media. As a result, many tourism organizations that include hotels, travel agencies, and airline companies have started using the internet as one of the important tools in marketing and communication strategies. Many businesses within the hospitality industry rely on good reviews from their customers, and social media is offering this as a natural marketing tool (Bennet, 2012). The use of social media have become very widespread, and the travelers use these sites consistently to brag about their great experiences as well as express displeasure with poor experiences. This is a natural way through which the social media is impacting the hospitality and tourism industry. After realizing the power of social media, businesses are also leveraging on the wide presence of customers in social media to communicate, engage, and market their services and products to the customers (Guzel & Sengun, 2015). The growth of social media has had immense impacts on social media that range from marketing, communication, and even corporate social responsibility. This paper conducts a literature review on the effects of social media on hospitality and tourism. Literature Review According to Mahmood A Khan (2012), the benefits of social media can be very helpful in marketing and management in hospitality and tourism. He states that...
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...Segmentation and Target Market Paper Menai Edwards Marketing (MKT 571) August 6, 2013 Professor: Susan Heywood In the following paper, I would like to focus on Marriott International, Inc., a leading lodging company with over 3,100 lodging properties in the United States and 66 other countries and territories (Marriott International, Inc. Corporate Headquarters, 2008). My key task is to discuss market segmentation, targeting and positioning strategies of the company with the following brands: Marriott Hotels & Resorts and Courtyard by Marriott in the same marketplace, Asia-Pacific. As the fast expansion in economy of Asia-Pacific, the hospitality industry has a bright perspective in this region. Especially in China, the hospitality industry during the past 30 years is a prime example of how the nation’s economy has also sharply developed. In recent years many big hotel chains became aware that seizing the market in Asia-Pacific is pretty important for their development. Marriott International is one of them. Since 1989, Marriott International has grown from one property in Asia-Pacific to over eighty properties. Over the past 16 years, Marriott has expanded its resort portfolio to include 15 resorts across the region. And in China since 1989, Marriott has grown from one property in Hong Kong to 32 hotels throughout the country (Marriott International, Inc. Corporate Headquarters, 2008). The hospitality industry today, customers don’t just need a place...
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...ELECTRONIC WORD-OF-MOUTH IN HOSPITALITY AND TOURISM MANAGEMENT Stephen W. Litvin College of Charleston Ronald E. Goldsmith Florida State University Bing Pan College of Charleston Stephen W. Litvin is Professor of Hospitality and Tourism Management in the School of Business and Economics, at the College of Charleston (South Carolina); Ronald E. Goldsmith is the Richard M. Baker Professor of Marketing at Florida State University; and Bing Pan is Assistant Professor and the Director of the Office of Tourism Analysis at the College of Charleston. Address correspondence to: Steve Litvin, Department of Hospitality and Tourism Management, College of Business and Economics, College of Charleston, 66 George Street, Charleston, SC 29424. Phone 843-953-7317; Email litvins@cofc.edu Submitted June, 20, 2005 to Tourism Management Revised and resubmitted May 09, 2006 Second revision October 1, 2006 ELECTRONIC WORD-OF-MOUTH IN HOSPITALITY AND TOURISM MANAGEMENT Abstract Interpersonal influence and word-of-mouth (WOM) are ranked the most important information source when a consumer is making a purchase decision. This influence may be especially important in the hospitality and tourism industry, whose intangible products are difficult to evaluate prior to their consumption. When WOM becomes digital, the largescale, anonymous, ephemeral nature of the Internet induces new ways of capturing, analyzing, interpreting, and managing online WOM. This paper describes online interpersonal...
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...practices in the lodging industry in India Kamal Manaktola and Vinnie Jauhari School of Hospitality & Tourism Management, Institute for International Management & Technology, Haryana, India Abstract Purpose – The study seeks to explore the factors which influence the consumer attitude and behaviour towards green practices in the lodging industry in India and also to explore the consumers’ intentions to pay for these practices. Design/methodology/approach – A quantitative and qualitative research methodology using a questionnaire along with secondary research has been proposed. A structured questionnaire has been used using convenience-sampling techniques from National Capital Region in India. Correlation and factor analysis has been used to explore consumers’ attitudes and behaviour towards green practices in the lodging industry. Findings – The consumers using hotel services are conscious about environmentally friendly practices in India. They patronise the hotels that have adapted green practices though not compromising on service quality. The consumers would prefer to use lodging that follows these practices but are not willing to pay extra for these services. Indian hotels have the competitive advantage over similar products if they follow green practices. Practical implications – The hotels would have to invest in environmentally friendly practices and look at long-term gains. The government needs to acknowledge and institutionalise the practice by instituting...
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...Written Exam: 70 Internal Assessment: 30 Time: 3 Hours Project Economics and Management Paper Code: 3.1 Unit-1 Concepts of projects; project identification; formulation, analysis, risk, planning, design, report and appraisal; location of an enterprise; factory design and layout. Unit-II Understanding financial analysis; ratio analysis; fund flow analysis; breakeven analysis; social cost-benefit analysis; budgeting and planning process. Unit-III Sources of development finance; institutional finance to entrepreneurs; working capital management; incentives and subsidies; policies governing entrepreneurship; role of a consultancy organization. Unit-IV A review of project performance; post evaluation approach; community participation in projects; SWOT analysis; managing risk and exposure. Suggested Readings: 1. 2. 3. 4. Note: 1. 2. Four case studies will be discussed in a paper by the concerned teacher in the class. Instructions for External Examiner: The question paper will have two sections. Section ‘A’ shall comprise eight questions (two questions from each unit). The candidates will be required to attempt four questions (selecting one question from each unit). Section ‘B’ will contain one CASE STUDY which will be compulsory. All five questions will carry equal marks. Chandra, P., Project Planning Analysis, Selection, Implementation and Review, Tata McGraw Hill, New Delhi. Hedemey, J.W., Control and Management of Capital Projects, John Wiley, New York. Wysocki, R.K., R. Bick...
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...Kong Learning Outcomes Assessed Learning Outcomes Assessed Feedback relating learning outcomes and assessment criteria given to students: Areas for Commendation Areas for Improvement General Comment Assessors Signature Overall Mark : Subject to ratification by the assessment board Moderators Signature Students Signature: You must sign this declaring that it is all your own work and all sources of information have been referenced: TLH307 International Tourism & Hospitality Management - Urban Tourism TLH307 International Tourism & Hospitality Management Urban Tourism Critical Evaluation of Customer Satisfaction of Transportation Services in Hong Kong Muhammad Norfarid Bin Farali Khan Student ID: 089101850 BSc (Hons) International Tourism and Hospitality Management The University of Sunderland Date of Submission: 18-Jul-2011 2 Muhammad Norfarid Bin Farali Khan BTTD1 0907A Bachelor Of Science(Hons) In International Tourism and Hospitality Management TLH307 International Tourism & Hospitality Management - Urban Tourism Table of Contents 1.0 INTRODUCTION ......................................................................................................................... 4 2.0 LITERATURE REVIEW .............................................................................................................. 6 2.1 Transportation and Tourism ................................................................................................... 6 2.2 Transportation...
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...Hospitality and Tourism Education and Training A Case Study of Scotland. Geno Trapaidze The Department of Hospitality and Tourism Management University of Strathclyde A thesis submitted in part of the requirements for the degree of MSc in International Hospitality Management September, 2007. ABSTRACT 1 The purpose of this study is to examine the role of education and training and its impact on labour supply to the Scotland hospitality and tourism industry; what are the current issues are there? And how those issues can be minimised? Its also seeks to identify the relation between the customer satisfaction and the service employees via service quality for maintain the growth of the hospitality and tourism industry. It also tries to identify the current labour market issues of the hospitality and tourism sector in Scotland, and how these issues can be minimised. Research will be conducted through five individual interviews. This research should help the hospitality and tourism managers/employers understand the importance of retaining staff. Also it will aim to make educational institutions aware of the gap between the content and the design of their hospitality and tourism courses/degree programmes in relation to industry demand, as highlighted in relation to current labour market issues such as staff turnover rate, retention problems, and the image of the hospitality and tourism industry in Scotland. Key words: Service quality, staff turnover, poor image...
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