scholarly journals Investigating Customer Feedback Channels in the Hotel Industry: the Case of Ho – Ghana

2016 ◽  
Vol 12 (26) ◽  
pp. 353
Author(s):  
Helen Mavis Dah ◽  
Arnold Dumenya
Keyword(s):  
Communication Skills ◽  
Hotel Industry ◽  
Business Environment ◽  
Hotel Management ◽  
Good Communication ◽  
Customer Feedback ◽  
Feedback Channels

Knowing what delight customers and satisfying them is highly critical for success in today’s competitive business environment. In order to satisfy customers and to meet their expectations, hotels must be able to understand customers’ needs and wants. Customer feedback provides invaluable information for organizations to re-orient their products and services. This study explores customer feedback channels that are used by hotels in Ho, Ghana and examines customers’ perceptions on the effectiveness of the feedback channels. Also, customers’ preferred channels were examined. Structured questionnaires were administered to 300 hotel guests at random. Out of the 300 questionnaires distributed, 171 were completed and used in the final analyses. Data was analyzed using SPSS version 22. The results revealed that suggestion box was mostly used by the hotels and guests perceived this channel as most effective among all other feedback channels. Also, guests preferred to provide feedback on one-on-one contact. The study concludes that developing effective customer feedback channels would motivate gueststo tell the hotel management about their satisfaction or dissatisfaction on the hotel services and products. Guest contact staff should be well trained in handling customer feedback and to possess good communication skills.

Lack of Communication between Management and Employees

SIASAT ◽  
2020 ◽  
Vol 4 (3) ◽  
pp. 32-39
Author(s):  
Serlange Campbell ◽  
Sharon Campbell-Phillips ◽  
Daneil Phillips
Keyword(s):  
Communication Skills ◽  
Effective Communication ◽  
Good Communication ◽  
Organisational Effectiveness ◽  
Descriptive Research ◽  
Administrative Functions

Communication is fundamental and vital to all administrative functions and communication is a means of transmitting information and making oneself understood by another or others, Sanchez & Guo (2005). Good communication skills are very important to ones success as an administrator, Yate (2009). This paper discusses how the lack of communication can affect production within organizations and provides guidelines on how both management and employees can create effectiveness by improving their communication skills. Various methods including surveys, questionnaires and interviews will be used through a descriptive research to generate the information that will guide the research. Person’s communication skills affect both personal and organisational effectiveness, Brun (2010); summers (2010). It seems reasonable to conclude that one of the most inhibiting forces to organisational effectiveness is a lack of effective communication, Lutgen-Sandvik (2010). The purpose of this study is to investigate the lack of communication between management and staff in different organizations. The objective is to identify the causes for miscommunication between management and staff, to investigate the kind of effects that the lack of communication would have on different organizations, to provide recommendations on improving the lack of communication, between management and staff throughout organizations.                                                              

Reengineering in business functions and hotel controlling

1996 ◽  
Vol 2 (1) ◽  
pp. 113-120
Author(s):  
Vlado Galičić
Keyword(s):  
Business Process ◽  
Hotel Industry ◽  
Theory And Practice ◽  
Hotel Management ◽  
Modern Management ◽  
Business Results ◽  
Business Functions

Business reengineering as a new stream in philosophy in managerial theory and practice, deserves appropriate attention. Such request sounds extremely natural when an hotel industry is concerned. Employing positive aims in business reengineering and controlling, as a way of modern management in a hotel business process, hotel management achieves valuable possibilities to gain better business results.

scholarly journals Exploration of Customer Complaint Behaviors Toward Macau Low-cost Carriers

2017 ◽  
Vol 10 (9) ◽  
pp. 73 ◽  
Author(s):  
Yang Li ◽  
Grace Suk Ha Chan ◽  
Irini Lai Fun Tang
Keyword(s):  
Low Cost ◽  
Business Environment ◽  
Positive Word ◽  
Customer Feedback ◽  
Customer Complaint ◽  
Depth Interview ◽  
Low Cost Carriers ◽  
Good Reputation ◽  
Complaint Behavior ◽  
Positive Word Of Mouth

In 2015, the number of complaints against airlines in Macau increased considerably. In today’s keen competitive business environment, maintaining a good reputation and positive word-of-mouth within the industry is essential to increase competitiveness. Hence, Macau low-cost carriers should gather more customer feedback to improve their product and service quality. Macau passengers would speak to the management, their friends and family, and media and even choose boycott the companies when they feel dissatisfied with their travel experiences. The present study aimed to investigate the behavior of passengers in Macau toward low-cost carriers. A qualitative approach was adopted using a sample of 20 respondents who had previously submitted complaints to low-cost carriers. Semi-structured questions were asked in the in-depth interview. The results demonstrated the rationale behind the complaints. Perception of complaint behavior of Macau low-cost carriers’ passengers was discovered. Recommendations were proposed to provide insights for industrial practitioners.

scholarly journals A Well-Rounded Education: The Gateway to Successful Careers and Lives

2010 ◽  
Vol 3 (2) ◽  
pp. 57-65
Author(s):  
Michael Goldbloom
Keyword(s):  
Secondary School ◽  
Postsecondary Education ◽  
Communication Skills ◽  
Community Involvement ◽  
Liberal Arts ◽  
Business Students ◽  
Academic Skills ◽  
Community Leader ◽  
Student Life ◽  
Good Communication

Michael Goldbloom explains how his education in Liberal Arts and Law has helped him pursue careers as varied as lawyer, newspaper publisher, community leader and now, Principal of Bishop’s University. He believes that learning good communication skills in elementary and secondary school as well as interacting with others in an effective and respectful way are key elements to any future career. His family’s emphasis on education and community involvement was critically important to the educational and career choices he made. He makes a case for the model of the small university as an ideal community for young people to develop their academic skills, participate in sports or artistic pursuits, contribute to student life and forge relationships with fellow students and professors. Lastly, Mr. Goldbloom supports the idea that entrepreneurship should be a key ingredient in postsecondary education, not just for business students, but for all students to have the ability to manage their careers.

scholarly journals UPAYA MENINGKATKAN KEPUTUSAN PENGGUNAAN MEETING PACKAGE DI HOTEL BUMI ASIH JAYA BANDUNG MELALUI DEMAND BASED PRICING METHODS (Survei pada Tamu Wisatawan Bisnis Pengambil Keputusan Penggunaan Meeting Package Di Hotel Bumi Asih Jaya Bandung)

2016 ◽  
Vol 1 (2) ◽  
pp. 101
Author(s):  
Mohamad Fauzan ◽  
Heri Puspito Diyah Setiyorini
Keyword(s):  
Census Data ◽  
Hotel Industry ◽  
Tourism Industry ◽  
Purchase Decision ◽  
Hotel Management ◽  
Social Culture ◽  
Study Population ◽  
Parametric Statistical Test ◽  
Descriptive Survey ◽  
Positive Effect

Tourism is an industry thath as the potential to become an instrument of increasing foreign exchange earnings. The sector is evolving as it has become a necessary to travel along with the development of tourism social-culture undergoing changes. One of the tourism industry that is always growing increasingly is hospitality industry. Especially in hotel industry. Competitionin hotel industry in Indonesia, especially Bandungkeep growing fast. The key to success in the hotel management not only in terms of services but also from elements of the products and pricing. Those become an valuable asset it self and important in general. Hotel Bumi Asih Jaya Bandung is one of three stars hotel which always strive to provide variety of products through pricing approach. Demand-based pricing method pricing methods that focus on the customer's perspectiveis consistent with the pricing on the customer's perception of value to affect the decision of using meeting package. As the above background, the research conducted on the effects of demand-based pricing methods toeard to purchase decisionof meeting package. The purpose of this study was to determine how the demand-based pricing methods and purchase decision of meeting package at Hotel Bumi Asih Jaya Bandung, and to know how bigthe influence of demand-based pricing methods toward to purchase decision of meeting package. This study is descriptive and verifikatif, while the method is a descriptive survey and survey eksplanatory. Samples takenin this study population as many as 48 people. Sampling techniqueis carried out the census. Data processing is done using parametric statistical test which uses the formula path analysis via SPSS11.5 for Windows. The results showed that the dimensions of demand-based pricing methods that get the highest ratings on the dimensions of the buyer based pricing. While making use of sub-variables that get the highest ratings at the time of use. Demand based pricing methods that consist of buyers based pricing, psychologicalpricing, and negotiation has a positive effect amounting against the decisions of the use of meeting package at Hotel Bumi Asih Jaya Bandung, which means the better the demand-based pricing methods that have the higher the usage decision meetings package is formed.

scholarly journals Communication with the Migraine Patient

2002 ◽  
Vol 29 (S2) ◽  
pp. S1-S2 ◽  
Author(s):  
W.J. Becker
Keyword(s):  
Patient Outcomes ◽  
Communication Skills ◽  
Migraine Patient ◽  
Laboratory Tests ◽  
Good Communication ◽  
The Past ◽  
Physician Patient Communication ◽  
Physical Findings ◽  
Physician Patient ◽  
Improve Patient

Much has been added to our knowledge of effective physician-patient communication by the research of the past two decades. Good communication skills are especially important for the clinician dealing with a migraine patient, as neither laboratory tests nor diagnostic physical findings are available to assist the physician in diagnosis and treatment. It is important for clinicians to understand that effective communication skills can be taught and learned and that, once mastered, they have the potential to improve patient outcomes.

THE IMPORTANCE ROLES OF TEACHERS IN ENGLISH LANGUAGE TEACHING (ELT)

2021 ◽  
Vol 6 (1) ◽  
pp. 69-80
Author(s):  
Umar Umar
Keyword(s):  
Communication Skills ◽  
English Language ◽  
Language Teaching ◽  
Opportunity To Learn ◽  
English Language Teaching ◽  
Job Seekers ◽  
Good Communication ◽  
Foreign Companies ◽  
The Times

the aim of this reseach is to find elaborate the roles of teachers in English language teaching (ELT. Starting from free trade, the increasing number of foreign companies established in Indonesia, so that the use of international languages such as English is very widespread. Of course, aspiring entrepreneurs and job seekers have to master English so they can keep up with the times in this globalization era. If you are still in school or college, then you have the opportunity to learn and master English. If you have graduated from school or college, you should be ready to enter the world of work with the English skills needed by your place of work. To acquire good communication skills or to excel in communication skills, one has to acquire expertise in all the four skills. They are Listening, Speaking, Reading and Writing. Before students are able to master these 4 skills, students have to develop interest towards the subject or language. This is where the important role of the teacher will appear.

Facilitators and barriers for promoting healthy eating among primary care patients: results of a qualitative study among practice nurses

2021 ◽  
Author(s):  
Geertruida J Groenendijk-van Woudenbergh ◽  
Marlies C van Hell-Cromwijk ◽  
Ytje J J van der Veen ◽  
Hylkje F Algra ◽  
Willemieke Kroeze
Keyword(s):  
Primary Care ◽  
Communication Skills ◽  
Healthy Eating ◽  
Patient Encounter ◽  
Structured Interviews ◽  
Good Communication ◽  
Practice Nurses ◽  
Professional Characteristics ◽  
Primary Care Patients ◽  
Facilitators And Barriers

Abstract Background Practice nurses have an important role in promoting healthy eating to prevent or delay long-term complications from chronic lifestyle-related diseases. Objective To identify the facilitators and barriers encountered by practice nurses at a professional level when promoting healthy eating among patients. Methods Face-to-face semi-structured interviews were conducted with 21 Dutch practice nurses. Data were recorded, transcribed and analysed using inductive thematic analysis. Results Two main themes were determined: professional characteristics and professional–patient encounter. Professional characteristics included good communication skills and experience facilitated the successful promotion of healthy eating, while a lack of communication skills and lack of knowledge about diet were perceived as barriers. The most frequently identified facilitators for professional–patient encounter included ensuring a personal connection with patients, creating food awareness, focussing on small changes, adopting a tailored approach, motivating and arranging extra consultations. Barriers included lack of skills to raise the topic, lack of persistence, inability to find a common understanding, lack of competence in handling patients’ own choices and underuse of existing educational materials. Conclusions Further research using the identified facilitators and barriers for promoting healthy eating in primary care patients with chronic diseases could assist in the development of future training programmes for practice nurses.

The Next Generation of Leaders

2015 ◽  
pp. 16-42 ◽  
Author(s):  
Ben Tran
Keyword(s):  
Corporate Culture ◽  
Hospitality Industry ◽  
Business Environment ◽  
Women In Leadership ◽  
Hotel Management ◽  
Female Leaders ◽  
Leadership Positions ◽  
Female Executives ◽  
Global Business ◽  
Male And Female

The low number of female (expatriate) leaders in today's hotel management industry within the global business environment is a concern to most scholars writing on female executives. Most studies focus on the difficulties women face, while a minority of them examine the sources of their success. For academicians, it has been proven time and time again that differences between male and female do not warrant the fact that there are less women in leadership positions in the hotel and hospitality industry due to the claim that men are more qualified than women. For practitioners, however, many organizations have managed to demonstrate to the contrary of academicians, through the practice and maintenance of its corporate culture. The purpose of this chapter is to address two sets of stereotypes about female leaders in the hotel management industry: 1) the glass ceiling, the glass cliff, the glass border, and the pink collar ghetto or patterns of employment ghettos; and 2) the three persistent myths regarding female leaders in the hotel management industry.

Learner Acceptance of Using Virtual Patient Encounters to Train Foreign Healthcare Professionals in Swedish

2017 ◽  
pp. 379-393
Author(s):  
Uno G. H. Fors ◽  
Olivier Courteille
Keyword(s):  
Learning Environments ◽  
Communication Skills ◽  
Healthcare Professionals ◽  
Virtual Patient ◽  
Patient Communication ◽  
Virtual Patients ◽  
Educational Value ◽  
Good Communication ◽  
Professional Needs ◽  
Almost All

Healthcare professionals need good communication skills to be able to communicate with patients. In such provider-patient communication, the professional needs to be well understood by the patient, but also be able to understand subtle parts of a medical history taking dialogue with worried, sick or mentally affected patients. Virtual Patients (VPs) – learning environments that simulate encounters between a patient and a physician – were used to prepare 26 immigrating professionals in Swedish for healthcare practitioners. The professionals were speaking nine different foreign languages and used two different VP systems to train patient communication. Almost all participants welcomed the use of VPs for training communication in healthcare Swedish and 19 of the 26 users indicated that they considered that VPs should be mandatory to use in future courses. Targeted individual training in provider-patient communication with Virtual Patients seems to be of great educational value and well accepted by immigrating healthcare professionals.

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