CHAPTER TWO Accommodation operations such as the hotels, it has been indicated that, the hotels have an important influence on tourism industry since they facilitate the provision of food and accommodation to the tourists. A large hotel may cater for both business and leisure guests, business guests, usually Monday to Thursday, and a short break guest from Friday to Sunday. Horwath consulting, a London based consultant group, has calculated that, for hotel sector, 19% of demand comes from holiday tourism while 41.6% comes from business. Conference and delegates account for 17.9%, government officials 1.3% and other categories 20.3%. The different balance of demand and this will vary according to the location of the hotel and time of the year. …show more content…
They have been reviewed and summarized by Shams and Hales (1989), they suggested that manufacturing and service industries form a continuum of steadily varying proportions of integral goods and services. Schwartz (1991-2), argues that the service revolution gathers momentum and more traditionally manufacturing oriented organizations emphasize quality service as a differentiator in the market place (Berry and Parasuram, 1992), The personal nature of the service quality is another important ingredient of current thinking. Modern authors stress the Herzberg like relationship between motivating and hygiene quality factors. The Herzberg theory is only capable for decreasing satisfaction if they are absent. Herzberg factors differ between hotel sectors that are the factors are only likely to be same in a two star hotel as in five star hotels, (Balmer and Baum, 1993). The factors also change with time, as yesterday’s technology and luxury give way to new motivating factors and the older standards and styles are continually relegated to hygiene category. Whether a particular quality attribute is hygiene or motivating factor is also a matter for an individual customer. Some organizations now try to specifically to identify the " Kiss Off Factor ' ' (KOF)- that is the last straw which turns a particular individuals experience from overall negative. The star ratings of the hotels based upon service quality, continue to be the norm in hotels. Callan, (1989-90) argues that there is a strong relationship between the star ratings of the hotel and the service quality perceptions of the management and the guests to a particular star rated
• By 2020, the estimate breakdown of the household tourism business is 48% occasion, 31% VFR, 16% business and 5% other. For global guests the figures are 63% occasion, 22% VFR, 13% business and 2% other;
The Gaps Model of Service Quality was originally developed for application in the financial service sector. The model was designed to measure components of customer satisfaction by using five dimensions of real or potential gaps in service quality of a hotel (Saleh & Ryan, 1991). The model has been applied to hotels, as well as a number of service agencies, including banking, hotels, restaurants, and healthcare. Even though the services differ greatly, the model is easily adapted to any service industry (Parasuraman, Zeithaml, & Berry, 1985).
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
This case study is a relevant and good example of Herzberg theory it tells us how Tony is dissatisfied from his work. For example, tony is often late for his work but Shirley performed her duties that she talked with Tony what’s the problem. Tony explained to her which is good now she and management will come to know that what happened and how she can fix it. I think we can apply Herzberg theory in this case studies like we know the factors which is responsible for dissatisfaction from his work. According to me, Tony’s problem is Supervision, Status (he said getting same pay doesn’t matter work hard or not), Job Security (treated fairly because of union). All this thing shows us the why tony behaviour is dissatisfied to his work.
3. As the National Tourism plays a vital role in the Hotel occupation Business. So, the Hotels have got special pricing strategies for local tourists.
The Mandarin Oriental Hotel has, since its creation, received a rating of. recognition for providing a level of products and services of the highest quality of the product. With traditions of consistent quality service. delivery are practiced at each of the hotels, the challenge to the Group is to develop an ongoing corporate culture of quality service. drawing upon the strengths of each individual hotel.
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.
Hospitality is one of the largest and fastest growing industries. It constantly needs a reliable work force to support the industry and its’ growth. The hospitality industry is divided into two parts: lodging and foodservice. Within the lodging sector, jobs range from a housekeeper to a receptionist to a general manager. I chose to research the job of hotel and motel managers, because it is within my field of study. A hotel/motel manager plans, supervises, and controls operations of a hotel or motel.
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.
There are many different factors that can affect behavior in an organization. Some of these are psychological in nature. According to Herzberg’s Motivation – Hygiene Theory psychological factors that motivate high productivity are related to job satisfaction. Managers can motivate employees by providing them with motivators that satisfy some sort of need. There are also many factors within an organization that can demotivate productivity. These factors include those that do not lead to satisfaction but rather dissatisfaction.
Thanks to these factors, pricing becomes one of the primary uses with which hotels attract customers. However, due to customers’ independent nature, there influence over industry players is limited. In the high-end segment of hotels, price influence becomes even less as hotels find it easier to differentiate themselves from the competition and customers become less price sensitive coming to expect higher prices as a symbolism of superior quality and services. Lastly, corporate business and tour operators can exert more influence due to their large purchases but this affect is of a limited nature and does not extend across the whole
These boutique hotels had few hotel rooms with an extra touch personal service in a formal way. Nowadays, many new big hotel chains with a huge amount of rooms are exploring the world of hospitality. For example, The Standard Hotels is a fairly new concept in where The Standard Hotels want to offer a unique experience together with creativity portrayed in art, classic and retro. This was all designed with different strategies in mind to accommodate needs of every guest whether for business, relaxation or socializing. In opposite of creativity, there is also technology which has a huge impact on the informal communication. Technology has improved overall hotel experience. Check-ins can now be handled online or quickly through the front desk, where it used to be a long conversation at the front desk. Less time and communication is needed for the hotel and guests to get in touch with each other to book a room. Excellent room service makes it unnecessary to visit the local bar or restaurant and in-room massage is a replacement for the Spa. When combining all these different elements into one theory, it says that personal contact is not necessary any more to achieve a perfect service within any hospitality
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.
The hotel industry is an important component of the tourism industry. The fortunes of the hospitality industry have always been linked to the prospects of the tourism industry. Tourism is the foremost demand driver of the industry. Along with the tourism industry, the Indian hospitality industry has also emerged as one of the key industries driving the growth of the services sector and, thereby, the Indian economy.
The overall industry saw a strong boom rate from 2010-2014. The global hotels & motels industry had total revenues of $677.1bn in 2014, representing a compound annual growth rate (CAGR) of 4.6% between 2010 and 2014. In comparison, the Asia-Pacific and US industries grew with CAGRs of 6.6% and 5% respectively, over the same period, to reach respective values of $163.7bn and $166.2bn in 2014(Global Hotels & Motels 7). The reason for this growth is due to the Asia-Pacific Region and Americas. The US alone with its world’s largest hotels/market has conquered net value growth, while China has literally doubled the revenue in the same time span. The leisure segment