Research design
1. Introduction
This research will undertake a qualitative approach, meaning that all gathered information will be used to assess the research question and the objectives mentioned above through a formal, objective, systematic process (Saunders, Lewis and Thornhill, 2003).
Furthermore the variables considered for this study are the following:
• Independent Variable: Internal hotel’s relationships
• Dependent Variable: Customer satisfaction and retention
Which are also relational and casual variables.
The type of investigation pursued will be an ethnographic qualitative research, in order to disclose share attitudes, principles, norms practice and values of the Hospitality industry using the Berkeley hotel as case study. A particular emphasis will be given on observing organisation’s culture and relationships throughout in-depth interviews such as: individuals’ backgrounds, interaction, conditions and policies. Following this, mini surveys questionnaires conducted inside the hotel will confirm the validity of the results. This will give also the opportunity to the author to conduct further analysis in relation to effective communication inside the hotel and its relation to the customers.
2. Role of the Researcher
The author will use interviews and mini survey to test employees from several hotel’s departments to collect useful data. This method of data collection will be utilise to obtain valid information on employee’s reactions, behaviour and interaction in the firm environment. This explanation appears reasonable, and as a consequence it will help the researcher showing the evidence on the reliability of the research 's findings.
3. Sampling and Data Collection Procedures
The researcher will s...
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...study hotel’s practice and finally detect how operations could be improved. By capturing primary and secondary data collected among individual, in-depth analysis of everyday forms of communication will produce useful insights on how this practices could be translated into customer satisfaction and excellent business management. The study will use interviews in order to recommend where weakness can be transformed into strengths, and questionnaire will critically assess the reliability and generalisability of the findings.
In conclusion, this research will favour a deeper understanding of human interaction in a high pressure context such as the hospitality industry in London, identify faulty procedures within corporate relationships and provide useful insights for organisations within this sector to better cope with these issues and improve their future performances.
Accor Hotels is a multinational hotel group which owns, operates and franchises over 3700 in 92 countries representing several different brand names. The brands they represent range from budget, economy to five star accommodation. This hotel group is classed as a large organisation, they call their Human Resource department Talent and Culture this department consists of managers and staff who 's main focus is the Human Resource Management roles and responsibility. The Human Resource role and responsibility within the Accor company is the human resource manager as it a large business, this department supports business and running of the business. The human resource manager is responsible for employee engagement, employee relations, recruitment and selection, health and safety and legislation.
We recommend Vikram to use service quality framework (SERVQUAL) as a scale to measure and manage hotel guest’s perception of service quality in terms of five dimensions (session2 slide#45), which are (i) Reliability – OV employee’s ability to dependably and accurately perform the promised service to consistently delight its guests (ii) Assurance – Knowledge and courtesy of OV employees, and their ability to convey trust and confidence. (iii) Empathy – OV’s individualized attention and customized care it offers to its guests and understanding the customer to anticipate guest needs, wants and desires to enlighten the service. (iv)Tangibles – Refers to OV’s lavish tents and other physical facilities, equipment, pleasant appearance of OV personal, etc. (v) Responsiveness – OV’s willingness to help customers and provide prompt
When you visit a Four Seasons, you can tell that every internal customers, or employees, genuinely cares about the wellbeing of the company. This starts all the way from the top, and has a ripple effect through the hotel. Isadore made this point clear as he toured his hotels, telling management at every level that “we can’t change employee behavior without changing ours.” This commitment to treating the employee as they deserved to be treated led to the great customer service that the Four Seasons is known
Customer relationship management They have determined the key factors in maintaining and building. their relationships with customers are to provide a problem free experience at their hotels and restaurants and to give each customer personal recognition. Their strategies to build these relationships. are the same as those employed to build their business, they are tied. to each other. They are currently developing a Group-wide Guest History network.
For this assignment I have carried out a job study for the Hotel Management industry.
Wu, Z., Roboson, S., & Hollis, B. (2013). The application of hospitality elements in hospitals/practitioner application. Journal of Healthcare Management, 58(1), 47-62. Retrieved from: http://ezproxy.aut.ac.nz/login?url=http://search.proquest.com/docview/1287979397?accountid=8440
James Richards, Shiona Chillas, Abigail Marks, (2012) Every man for himself Teamwork and customer service in the hospitality industry, Employee Relations, Vol. 34 Iss: 3, pp.235 - 254
In this paper, I will define quantitative and qualitative research methods and provide examples in the context of social issues which will hopefully provide insight into how this methods are properly applied.
The Ritz-Carlton Hotel Company has achieved so much fame in their marketplace that they have attained what is referred to as “The Ritz Mystique.” Among the grand hotels of the world, The Ritz-Carlton hotels and resorts are famous for luxury, spectacular surroundings and legendary service. They have gained this title with dedication and award-winning hotels that reflect the 100 years of tradition that stand behind them. Discovering the fascinating history of Ritz-Carlton hotels, illustrates their commitment on relentless training to improve their quality in service and their strategy. Ritz-Carlton has achieved a Gold Standard of value and philosophy by which they operate.
Liamputtong, P. & Ezzy, D., 2005, Qualitative research methods, 2nd ed., Oxford University Press, South Melbourne, Victoria, pp. 12-31.
...ch plays a pivotal role in this work as there are several underlying factors which affect tourism and a pre-research is needed to exactly identify the needs and expectations of domestic and international tourists. The title covers a broader scope whereas the study is done only with respect to hoteliers and other accommodation units. Hence reframed title would be more appropriate.
Qualitative and Quantitative study designs both can be beneficial in research design. They both provide valuable options for researchers in the field. These techniques can either be used separately in a research study or they can be combined to achieve maximum information. This paper will define the terms qualitative and quantitative; describe the similarities and differences between each; discuss how qualitative and/or quantitative research designs or techniques could be used in the evaluation of my proposed research; and discuss why linking analysis to study design is important.
The Hotel industry has become very important in the past years due to immense traveling and growth of international business. Hotel industry not only plays an important role in the life of people but as well as the economy of the country. Development and advancement in the Hotel industry have rapidly been taking place and especially since the rapid change in technology, it is very important for hotels to be promptly keeping up to date. When the hotel industry is spoken of, there are many famous hotels but one hotel company that has been outstanding in growth and other aspects of business, like in Leadership, Teamwork (Employee turnover), Motivation (Customer retention and satisfaction, Goals and objectives, (changing the way hotel business has worked), and Change within the company; structurally inside and physically outside, adding elements, like entertainment, gaming, and outdoor activities, is the Hilton Hotel Company.
b) Managers – that they have very little to no control over their property or employees. It seems like many important decisions have been taken away from managers, and they can not react in the best interest for the hotel chain because what’s in the customer’s best interest is usually not the same as the company’s best interest.
The Hotel industry has become very important in the past years due to immense traveling and growth of international business. The Hotel industry not only plays an important role in the life of people but as well as the economy of the country. I spent an hour of my day relaxing in the lobby at the Fontainebleau resort in Miami, while on vacation with my family visiting from out of state. It was my first time staying at the resort so I was eager to check it out, after seeing such great reviews on Yelp and hearing great things from friends who have been there in the past. The employees working at the resort were very welcoming, professional and willing to go above and beyond to help their guests. The check-in process was very quick due to having