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.
Sophisticated gadgets, high standard of living and advanced technology are highly demanded in this modern and developing world. In the recent years, companies have fasten the pace within the industries by looking at constant improvements and entering ‘gaps’ in the market to attract consumers. Nowadays, not merely companies rack one’s brains to attract consumers, by hook or by crook, nations throughout the world are also trying to inform consumers that ‘Our nation is the best, please buy and wide-spread use our products or services’. These circumstance have led to consumers’ expectations and tastes increasingly homogenized, thus, the concept of globalization of nowadays economy is introduced. “Globalization is the free movement of goods, people and capital; of the three, it's the money that's had the most significant effect on our lives recently, for both good and ill.”(Schuman, 2013) In such a unpredictable economic climate, huge amount of small and medium- sized enterprises are enhancing its management model as well as its operations strategy to increase its revenues and the ability of survive. Junction Hotel is no exception. With many appearance of international hotels and related industries, junction Hotel is confronting with serious challenges. To break through barrier and obtain business success, excellent management and strategic are needed. However, present-day’s junction hotel hardly deserve to be called “success”.in spite of Junction Hotel once highly consider as a successful luxury hotel with a strong business background ,now has been under- performing for years duo to several factors such as piecemeal investments, irregular system and lack of clear objectives. To enhance efficiency and performant of Jun...
The hospitality industry is made up of many companies who are run by business people. Business people who put short-term profits ahead of concern for the long-term health of the company or who make additional profits by failing to spend the money necessary to handle toxic waste or pollution resulting from the manufacturing process, are not professionals and harm the reputation of the industry as a profession (Jaszay & Dunk, 2006). The scandalous behavior of some business leaders in the past
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 Happy Guest Relationship Management (HGRM) system has seen huge success in its implementation into Hotel Lugano Dante and Hotel Berna’s business operations. The system has allowed for the continued expansion and growth of these hotels, enabling Fontana to provide a five-star customer service experience within a four-star hotel. Through capitalising on technological innovations Fontana was able to achieve these competitive advantages and standout in an otherwise saturated market. The further development of this system will ensure that Fontana is able to sustain this success and promote future growth.
Traditionally, the hotel industry has catered to the lodging, dining and other amenities of travellers or guests. The industry operates across the different value chain by offering services and facilities as per the preferences and paying capacity of guests’. Typically, players in this industry own assets and or franchise their brands or manage third party assets. The hotel business is highly capital intensive but at the same time highly competitive, this is due to the presence of a large number of players across the different value chain. The industry being highly regional in nature, the hotel business is directly impacted by overall economic or business activity and tourist movement
Sturman, M., Corgel, J. & Verma, R. (2011). The Cornell School of Hotel Administration on
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
focused on the key qualitative research methods. For each article review, a brief description, guided by Myers (2013), and a critique, guided Pratt (2009), is provided. A summary of the five articles identifying the research method, data collection technique, data analysis approach and critique is provided in Table 1. The narrative review of each article coupled with figures and tables to organize and visualize thoughts (Pratt, 2009) follows the summary table.
There should be cleared.environment to servive in this competitive era.they has to evaluate new strategy for targeting their goals and tactics.inventory control ,service for special customers and all other activitives which takes part in each day within the hospitality or tourism operation.in hotel industry there should be something new on each day as compare to others which help to cater
working environment, Growth and possibility of growth; work itself, are as antecedents of employee turnover and job satisfaction (Ronra & Chaisawat, 2010). Lee (1988) used Mobley model which could be used effectively in hotel industry and shows different levels of turnover process from initially thinking about quitting as a result of job dissatisfaction to the intention to quit and ultimate employee turnover (Mobley, 1982; Robinson & Beesley, 2010; Tracey & Hinkin, 2008). However, only handful of research has been found in which some statistical relationship between the organizational factors and job outcomes of this sector has been worked out. Overall, the extant literature highlights a strong paucity of research on the antecedents and consequents of high attrition rate in hotel industry in India. It is considered one of the fastest global rising industries, contributing to more than one third of the service business (ILO, 2010 cited in Bharwani, 2012) and a significant impact on the Indian economy, it is important to highlight the organizational factors of hotel industry and its impact on job outcomes of
The combination of the hotel industry is playing a significant part in the development of the tourism industry in the transformational world of design in accordance’s with the services delivered to the guests and the key in provision of these services in any condition within the hotel is the staff (Ahmadi, Homauni, & Jafari, 2011). The ultimate quality is weighed on the collective ability of managers upon the training and individual motivational programs for producing the highest level of services that are demanded by the guest in the hotel industry. In the considered study, first the clear identity to the concept of management styles and motivation through the literature background
This proposal is a case study about the causes of consumerism in hotel business in Australia. Case study will use interviews to gather data about consumer’s attitude and establish how hotels lure customers
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.
This report describes the term known as Corporate Hospitality, identifies and describes its role and function within the market. The purpose of the report is to evaluate and explain possible benefits and issues, businesses may face when operate within the industry.
The frontal office of large hotels mostly uses a computerized system to manage the guest information and pass it to other departments in the hotel. The frontal office is made up of a team of people with each person having various responsibilities in handling the guests. For the small hotels front office, the reception desk may not be computerized and mostly the reception area handles all the guest information and also carries out other tasks such as showing guest to their rooms. In general the small hotels do not have a team of people or at times has very few people in handling the guests. (Bardi, 2006)