Workflow Automation for Implementing Customer Service Request Desk in Hotel Industry

Purpose – The purpose of this paper is to evaluate the need for innovation as a means of competitive advantage in the housekeeping (HK) department of five-star hotels in Dubai and consider how the nature of the industry in the region provides particular challenges. Design/methodology/approach – An initial White Paper produced by Amadeus served as the stimulus to conduct a preliminary literature review of innovation in the field of hospitality. The application of innovation was then considered via a content analysis of web sites in Dubai to identify potential candidates for interview. Semi-structured interviews were conducted with Senior Housekeeping Executives in two internationally recognized chain hotels in Dubai to better understand whether there is a need for innovation, what types of innovation are important within these HK departments and understand the potential challenges confronting senior managers in fostering innovative practices. Findings – The key results of this study provide interesting insights into the problems of developing and managing innovation within HK operations, highlighting the issues that exist as potential barriers to innovation in terms of the organizational culture and the ownership structure within the industry in Dubai. The research also highlights the fact that much of the innovation introduced within the HK department is focused on utilization of technology and is very much “output”-orientated in terms of improving customer service and creating operational efficiencies. Research limitations/implications – The paper profiles the potential problems confronting the HK department when it comes to identifying and adopting innovation. The paper also highlights the ever-changing nature of the organizational culture and the ownership structure in the five-star hotel industry in Dubai as a critical influence in terms of the perceived importance of innovation as a success factor for the future. Originality/value – The study is the first in a series of research papers that explores the relationship between key stakeholders in the hospitality industry in Dubai as the customer demand alters and they try to identify and implement innovative ideas and concepts that provide return on investment, increased customer satisfaction, sustainability and competitive advantage. It is the first paper that identifies the context and the current internal and external environments and the drivers within the industry in Dubai (five-star) hotels with a particular focus on 2020. This is within an industry that is showing evidence of change management within the customization of the hotel build and specification, and within the adaption of IT, but is looking for innovation within the application of ideas into industry processes.

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The impact of abusive supervision on service employees’ proactive customer service performance in the hotel industry

International Journal of Contemporary Hospitality Management ◽

10.1108/ijchm-03-2015-0128 ◽

2016 ◽

Vol 28 (9) ◽

pp. 1992-2012 ◽

Cited By ~ 35

Author(s):

Yijing Lyu ◽

Xing Zhou ◽

Weiwen Li ◽

Junbao Wan ◽

Jie Zhang ◽

...

Keyword(s):

Social Identity ◽

Customer Service ◽

Social Identity Theory ◽

Organizational Identification ◽

Identity Theory ◽

Hotel Industry ◽

Abusive Supervision ◽

Service Performance ◽

Content Type ◽

Service Employees

Purpose On the basis of social identity theory, this paper aims to predict and test the influence of abusive supervision on service employees’ proactive customer service performance (PCSP) in the hotel industry. Design/methodology/approach Data were collected from 198 service employee-coworker dyads from 12 hotels in China. Previously developed and validated measures of abusive supervision, organizational identification, collectivism and PCSP were used and found to be highly reliable in this study. Findings Time-lagged data from 12 hotels in China reveal that abusive supervision negatively influences service employees’ PCSP, through organizational identification. In addition, employees’ collectivistic value orientation also strengthens the negative relationship between abusive supervision and organizational identification. These findings have several theoretical and managerial implications, especially for hospitality context. Practical implications First, the study suggests that hotels should design supervisors’ selection, training and monitoring to reduce mistreatment, which could be highly costly to employees’ identification and hence proactive behaviors. In addition, hotel supervisors are encouraged to learn to regulate their emotions by developing emotional management skills and interpersonal skills. Second, because collectivists are more likely to be affected by abusive supervisors, organizations should pay special attention to them by allocating more supportive resources, providing psychological comfort and expert counseling. Finally, hotels and managers should seek to meet individuals’ basic needs by fostering positive relationships between supervisors and employees, offering favorable treatment and connecting an organization’s goals with employees’ individual values. By doing so, employees’ organizational identification will be enhanced and hence contribute to PCSP. Originality/value First, scarcely any study has focused on negative types of leadership styles and how they affect employees’ PCSP. The authors address the research gap by extending the antecedent scope of PCSP to dark side management and provide empirical evidence about the suppressing effects of abusive supervision on PCSP. Second, the focus on organizational identification provides a new extension for social identity theory in application for incurring employees’ proactive behaviors. Third, this study provides a novel contribution by suggesting that the level of collectivism an employee holds can exacerbate the salience of abusive supervision.

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E‐mail customer service in the Tunisian hotel industry

Tourism Review ◽

10.1108/eb058405 ◽

2003 ◽

Vol 58 (2) ◽

pp. 18-26 ◽

Cited By ~ 6

Author(s):

Thouraya Gherissi‐Labben ◽

Roland Schegg ◽

Jamie Murphy

Keyword(s):

Customer Service ◽

Hotel Industry ◽

E Mail

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An Implementation of Automated Service Request Desk for Hotel Industry

10.1109/icrito51393.2021.9596101 ◽

2021 ◽

Author(s):

Divanshu ◽

Sheifali Gupta ◽

Rupesh Gupta ◽

Deepali Gupta

Keyword(s):

Hotel Industry ◽

Service Request

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E-Mail Customer Service in the Swiss Hotel Industry

Tourism and Hospitality Research ◽

10.1177/146735840300400302 ◽

2003 ◽

Vol 4 (3) ◽

pp. 197-212 ◽

Cited By ~ 17

Author(s):

Susanne Frey ◽

Roland Schegg ◽

Jamie Murphy

Keyword(s):

Relationship Marketing ◽

Customer Service ◽

Diffusion Of Innovations ◽

Hotel Industry ◽

Geographic Location ◽

Size Category ◽

The Poor ◽

Stratified Sample ◽

E Mail

This research explored the state of electronic customer service in Switzerland by e-mailing a typical room query to a random and stratified sample of 200 hotels. Based on the hotel responses, this study found that guests had less than a one in ten chance of receiving a prompt, polite and personal reply. Diffusion of innovations helps explain the poor e-mail replies by Swiss hoteliers. The quality of reply differed across hotel size, category, online relationship marketing tools and linguistic region while responsiveness differed across online relationship marketing tools, geographic location and linguistic region. This study suggests that hotels can gain an immediate competitive advantage by implementing basic e-mail procedures.

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Service Quality of Hotels in Abu Dhabi, UAE

GATR Journal of Management and Marketing Review - JMMR Vol 4(3) JUL-SEP 2019 ◽

10.35609/jmmr.2016.1.1(4) ◽

2016 ◽

Vol 1 (1) ◽

pp. 24-32

Author(s):

Burton A. Aggabao ◽

Fermin G Castillo Jr.

Keyword(s):

Service Quality ◽

Customer Service ◽

United Arab Emirates ◽

Hotel Industry ◽

Reliability And Validity ◽

Jel Classification ◽

Hospitality Management ◽

Abu Dhabi ◽

Research Approach

Objective - The hotel Industry in the United Arab Emirates (UAE), particularly in Abu Dhabi, is characterized by many luxury hotels (chains) and affordable accommodations. This study seeks to understand the service quality provided by such hotels by gauging hotel guests perceptions and responses. Methodology/Technique - This study uses the descriptive-survey research approach to determine the service quality of the hospitality service among hotels in Abu Dhabi, UAE. A questionnaire was designed and pre-tested for reliability and validity before it was administered. The responses and interview answers of 50 hotel guests of different cultures and countries were gathered. Majority of them were tourists and travellers. Findings – Analysis of datadisclosed that the service quality of hotels in Abu Dhabi was appraised as "very good to excellent". Customer service and the quality of services were two important variables that play a major role in the hotel industry. Novelty - The hotel industry in the UAE is sustainable due to the UAE's progressive plans and competitiveness. Type of Paper - Empirical Keywords: Tourism; Tourist, Service Quality; Customer Service;Hospitality Management. JEL Classification: M10, M31.

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Loneliness among Shift Workers: An Analysis through Organizational Culture, Interpersonal Communication and Dealing with Emotions

IRA-International Journal of Management & Social Sciences (ISSN 2455-2267) ◽

10.21013/jmss.v7.n3.p12 ◽

2017 ◽

Vol 7 (3) ◽

pp. 509

Author(s):

Nandini Sanyal ◽

Aliza Virani ◽

Tina Fernandes

Keyword(s):

Organizational Culture ◽

Interpersonal Communication ◽

Customer Service ◽

Night Shift ◽

Hotel Industry ◽

Time Shift ◽

Service Employees ◽

Significant Difference ◽

Emotional Deprivation ◽

Social Companionship

Web Finance Incorporation (2016) explains work shift as a work schedule in which a group of workers rotate through set periods of time. Shift work is well recognized in Customer Service and Hotel Industry. These shift employees often complain of emotional, psychological and physiological difficulties. Against this background, the objective of the present study was to analyze the differences between 160 Day and Night Shift employees (selected through non-probability sampling) working in Customer Service (n=80) and Hotel Industry (n=80).The study also aimed at identifying predictors of Loneliness at Workplace. The Organizational Culture Profile (Pareek, 2011), Interpersonal Communication Inventory (Bienvenu, 1971), Dealing with Emotions (Pareek, 2011) and Loneliness at Workplace (Wright, Burt & Strongman, 2006) were administered to measure the respective variables. The statistical analysis revealed a significant difference between Customer Service and Hotel Industry employees in terms of trust, authenticity, collaboration, experimentation, rumination and social companionship (p<0.05). Significant differences in openness, experimentation, coping with feelings, emotional deprivation and social companionship were observed between Day and Night Shift employees (p<0.05). Results further revealed that among Customer Service employees the major predictors of emotional deprivation were interpersonal communication, proaction and flow and of social companionship were interpersonal communication, proaction, self-expression and openness and among Hotel Industry employees the main predictors of emotional deprivation were proaction, rumination, experimentation, interpersonal communication and perceived acceptance and of social companionship were rumination, experimentation and clarity (p<0.05). The current study highlight the importance of organizational and interpersonal values, companies should promote and uphold in order to build healthy working conditions for their employees eventually culminating into their own success.

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INTERNATIONAL HOTEL BUSINESS IN A CONDITION OF GLOBAL INSTABILITY

Intellect XXІ ◽

10.32782/2415-8801/2021-1.1 ◽

2021 ◽

Author(s):

Oksana Novostavska

Keyword(s):

Information And Communication Technologies ◽

Customer Service ◽

Hotel Industry ◽

Service Needs ◽

Global Instability ◽

European Continent ◽

Global Trends ◽

The World ◽

Information And Communication ◽

Hotel Chains

The article considers the international hotel business in the conditions of global instability. It is noted that the functioning of the hotel business and the economy as a whole directly depends on the state of tourism development in a country. An analysis of the TOP-20 countries whose economies depend on the development of tourism is presented. It is determined that the leading place in the world hotel industry is occupied by the European continent, the hotel fund makes more than 55% of all world hotel fund (171 thousand hotels). The hotel fund in European countries, without losing leadership throughout history, is growing annually by an average of 2-2.5%. Thus, the European market is of strategic importance for both leading international and national hotel companies. For example, their activities in the region form the main trends in the hotel services market. The hotel chains of Europe are also presented according to the list of TOP-100 hotel brands of Europe. It is noted that if you combine the mega brand Ibis hotel brands – Ibis, Ibis Styles and Ibis Budget, they will take first place even in the number of chain hotels in Europe. Based on the analysis, a number of key factors have been identified that force hotel facilities to constantly increase the efficiency of their activities. However, world practice shows that even against the background of global instability, the hotel industry remains a reliable source of revenue for the budgets of countries, including Ukraine. Also identified global trends in the development of the hotel business, the main of which are: the development of the hotel business in the context of close cooperation with enterprises in other industries; intensification of the hotel business, which will increase the availability of hotel services for consumers; strengthening the specialization of the hotel business, which allows a clearer focus on certain segments of consumers, taking into account various characteristics; integration and globalization of the hotel industry; individual approach to customer service needs; wide introduction of new forms of information and communication technologies, which allows mobile integration into the world space.

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The Impact of Leadership Styles and Stress on Employee Turover Intention in Terengganu Hotel Community

International Journal of Engineering & Technology ◽

10.14419/ijet.v7i3.21.17091 ◽

2018 ◽

Vol 7 (3.21) ◽

pp. 38

Author(s):

Azlinzuraini Ahmad ◽

Ahmad Munir Mohd. Salleh ◽

Khatijah Omar ◽

Kamaazura Abu Bakar ◽

Karimah Abd. Wahab Sha’arani

Keyword(s):

Job Stress ◽

Customer Service ◽

Transactional Leadership ◽

Leadership Style ◽

Turnover Intention ◽

Employee Turnover ◽

Hotel Industry ◽

Working Hours ◽

Employee Turnover Intention ◽

The Impact

In the contemporary hotel industry of Terengganu where tourists’ arrivals and competition among firms are encouraging, employees and hotel community are expected to work and upgrade their services which is up to the customers’ expectation. In order to improve customer service, effective leaders could build a culture of trust within their organization and constantly motivating employees to better handle job stress. The employees in hotel industry who need to deal with long working hours, trouble customer, and troubled relationship with supervisor could potentially develop job stress at the workplace. Responding to this issue that requires precise understanding, the objectives of this study are to examine which style of leadership (transformational, transactional and laissez faire) that have significant relationship towards employee turnover intention and to determine stress as a mediator role between leadership and employee turnover intention. A sample of 225 hotel employees from all level of positions of Terengganu hotels was gathered and results of the study showed several significant findings. The most important finding is the significant negative influences of transactional leadership style on employee turnover intention has been found and partial mediation was established when job stress was included. The findings therefore will help to address that the effect of transactional leadership (TL) on employee turnover is increased upon the addition of stress as mediator where subsequently, effective leader could negatively reduce stress and employee turnover intention in hotel industry.

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