scholarly journals The Elusive Search for Talent: Skill Gaps in the Canadian Luxury Hotel Sector

2022 ◽  
Vol 3 (1) ◽  
pp. 31-46
Author(s):  
Frederic Dimanche ◽  
Katherine Lo
Keyword(s):  
Primary Data ◽  
Structured Interviews ◽  
Luxury Hotels ◽  
Skill Gaps ◽  
Unique Experience ◽  
Hospitality Sector ◽  
Managerial Positions ◽  
Hotel Managers ◽  
Luxury Market ◽  
Luxury Hotel

The luxury segment of the hospitality sector has been growing worldwide. Luxury hospitality is about providing a unique experience for guests, and this type of experience requires having employees who understand the luxury culture and are trained at the highest level. Luxury hotels compete for the best talents, but the current pool of candidates for customer-facing and managerial positions within these establishments is limited. The purpose of this study was to identify skill gaps in Canada’s luxury hotels. Primary data were collected from in-depth semi-structured interviews with twenty luxury hotel managers and analyzed with NVivo 12. Respondents agreed about the skills required for brands to succeed in the luxury market, but they lamented the lack of qualified talents and the difficulty of training and retaining qualified collaborators. The results of the study point to the need to address the luxury skill gap in the hospitality sector, particularly in Canada. Recommendations to address this problem are proposed.

Kiosks as self-service technology in hotels: opportunities and challenges

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kanika Gupta ◽  
Sanjay Sharma
Keyword(s):  
Human Interaction ◽  
Primary Data ◽  
Structured Interviews ◽  
Content Type ◽  
Hospitality Sector ◽  
Self Service ◽  
The Uk ◽  
Self Service Technology ◽  
Hotel Managers ◽  
Technology Anxiety

Purpose The advent of technology has played a crucial role in changing the landscape of the hospitality sector. One such technology is the adoption and installation of kiosks in hotels. While some of the hotels have adopted and installed kiosks for self-services, the other hotels are still not very comfortable with the idea of self-service. This paper aims to explore the possibilities, challenges and issues that hoteliers face while dealing with self-service kiosks, it further investigates the customer’s perspective and its benefits to the end-user. Design/methodology/approach This study has assimilated data from hotel managers and executives that have deployed kiosks. This study involved the collection of primary data through structured interviews. Eight different hotels from the UK and India have been compared and analyzed to formulate subcategories to answer the research questions. A total of 200 customers from both the countries were approached to get the primary data; the customers were from the same hotel where the hotel executives and managers were interviewed. Findings The customers accepted Kiosks as easy to use, fast to run, fun to operate, but, lacking human interaction and counter language issues were simultaneously discussed. Kiosks have been emerging as self-service technologies in hotels and play a key role in reducing bottlenecks in hotel operations. The technology anxiety and counter service argument is merely a transition phase that will fade away gradually. However, the financial feasibility and the level of adoption depend upon the level of operations and the demographic characteristics of customers. Research limitations/implications The dependence of data from the person interviewed and their biases for answers, along with the trust and credibility of the data available online remain the biggest challenge. Increasing the sample size and more participation from different hotels would have made the study even more useful. Originality/value The research seeks to eliminate the gap in research by studying both the hotels' and the customers' perspective toward kiosks deployment in hotels. The results of the study would highlight the potential challenges being faced by hotel operations and opportunities they perceive in kiosks installation, therefore the results are very useful for hotels, hoteliers, academicians and students pursuing a career in the hospitality sector.

scholarly journals Sustainability Practices in Hospitality: Case Study of a Luxury Hotel in Arrábida Natural Park

2021 ◽  
Vol 13 (6) ◽  
pp. 3164
Author(s):  
Vitor Pereira ◽  
Graça Miranda Silva ◽  
Álvaro Dias
Keyword(s):  
Tourism Industry ◽  
Structured Interviews ◽  
Luxury Hotels ◽  
Natural Park ◽  
Efficiency Measures ◽  
Healthy Work ◽  
Sustainability Practices ◽  
Hotel Managers ◽  
Luxury Hotel

The agenda of researchers and practitioners in the tourism industry has focused on the demand for sustainable practices. Luxury hotels have also followed this trend, although studies are still limited. The aim of this study is to understand what environmental and social sustainability practices luxury hotels are adopting and how their management perceive the benefits and results from their adoption. This empirical research is based on a case study that triangulates data from semi-structured interviews, document analysis, and observation. The results show that luxury hotels have implemented environmental practices that address energy efficiency measures that reduce water consumption, waste, and carbon emissions and that control, protect, and maintain fauna and flora to promote of unique natural landscapes. They have focused on social practices that address the relations with charitable institutions, provide consumers high-quality services, and create a safe and healthy work environment. Luxury hotels have successfully implemented these practices to reduce operational costs. The study’s findings provide practical guidance for hotel managers who seek to implement sustainability practices.

Children as customers in luxury hotels

2020 ◽  
Vol 32 (5) ◽  
pp. 1813-1835
Author(s):  
Béchir Ben Lahouel ◽  
Nathalie Montargot
Keyword(s):  
Integrated Model ◽  
Three Dimensions ◽  
Service Encounters ◽  
Content Type ◽  
Luxury Hotels ◽  
Model Combining ◽  
Child Experience ◽  
Key Issues ◽  
Hotel Managers ◽  
Luxury Hotel

Purpose This purpose of this study was to explore two key issues in experiential marketing from an organizational perspective: the management of “strategic experiential modules” and the management of “service encounters” specific to a memorable experience for children in urban luxury hotels. Design/methodology/approach An integrated model combining managerial and practice-oriented frameworks was used to study how luxury hotel managers design and create memorable experiences for children. The study took a qualitative approach in collecting in-depth data and interviewed 35 managers of five-star luxury hotels in Paris. The data were processed using the Alceste software, an automated lexical program that analyzed the co-occurrence of words and sentences. Findings With regard to the integrated model, the analysis of the interviews distinguished four main dimensions, which accounted for more than 84 per cent of the original textual data. Three dimensions, related to emotional-sensorial-physical experiential modules, described how managers strategically managed the child experience and journey while at their hotel. A fourth dimension was also identified in relation to the upstream of the service encounter. The findings highlighted a significant gap in how hotel managers were managing the experiences of children under 12 years of age and that further incorporation of various touchpoints is needed to improve the management of the service design. Research limitations/implications This study demonstrated the applicability of the proposed integrated model, which offers valuable marketing implications for luxury hotel managers. It is suggested that more research on the management of the child experience and journey is conducted in the future. Originality/value To the best of the researchers’ knowledge, this is the first empirical study to combine these two frameworks to study the management of the child experience and journey in the luxury hospitality sector.

Reputation management in cyberspace: evidence from Jordan’s luxury hotel market

2019 ◽  
Vol 10 (1) ◽  
pp. 107-120 ◽  
Author(s):  
Zaid Alrawadieh ◽  
Mithat Zeki Dincer
Keyword(s):  
Response Rate ◽  
Online Reviews ◽  
Reputation Management ◽  
Future Research ◽  
Content Type ◽  
Luxury Hotels ◽  
Hotel Managers ◽  
Online Reputation ◽  
Luxury Hotel ◽  
Managerial Response

PurposeDrawing on a sample of 520 negative reviews posted on TripAdvisor against all five-star hotels operating in Petra, Jordan, the purpose of this paper is to evaluate the response of luxury hotels to negative online reviews by considering the Response Rate (RR), the Response Time (RT) and the Response Content (RC).Design/methodology/approachA deductive content analysis was used on hotels’ managerial responses. Based on the literature review, a four-construct scheme was identified to guide the analysis including Appreciation; Apology; Explanation; and Incentive. The managerial responses were carefully read and manually coded based on the four-construct scheme. The time between the review posting date and the date of the managerial response was also recorded. Luxury hotel managers were also surveyed to obtain insights into their perceptions and practices with respect to online reputation management.FindingsThe findings call into question luxury hotels’ awareness of the harmful impact of negative online reviews. Specifically, the findings suggest that less than half of the negative reviews received a managerial response, and that more than half of these were standardized and did not refer to the issues raised in the reviews. The low response rate coupled with the hotel managers’ consensus on the importance of answering all online reviews indicates inconsistency between hotel managers’ perceptions and practices with regard to online reputation management.Originality/valueThe paper adds to the ongoing debate on reputation management in the hospitality industry by considering the managerial response to negative online reviews. The paper discusses several managerial implications for hotel managers as well as avenues for future research.

(Re)acting to the COVID-19 Crisis in Hotels

2021 ◽  
pp. 496-519
Author(s):  
António Melo ◽  
Sandra Vieira Vasconcelos ◽  
Carla Melo ◽  
Miguel Silva
Keyword(s):  
Content Analysis ◽  
Human Resources ◽  
Crisis Management ◽  
Management Practices ◽  
Structured Interviews ◽  
Safe Environment ◽  
Key Skills ◽  
Hospitality Sector ◽  
Key Dimensions ◽  
Hotel Managers

Aiming to provide an overview of the hospitality sector in Portugal amid the COVID-19 pandemic, in this chapter, the authors call on hotel managers and their perceptions to identify key dimensions and relevant crisis management practices within this unique setting. Supported by eight semi-structured interviews, it focuses on operations, human resources, and marketing, putting forward practical examples of the measures and changes introduced to create a safe environment for hotel guests and staff. Additionally, drawing from content analysis and the ensuing emerging categories, the chapter also provides relevant insights as to the most valued skills at this particular time. Standing out as key skills, adaptability, leadership, teamwork, and motivation are considered to be instrumental for businesses' sustainability and recovery, being the most valued by managers.

scholarly journals Food Waste Drivers in Corporate Luxury Hotels: Competing Perceptions and Priorities across the Service Cycle

2021 ◽  
Vol 2 (3) ◽  
pp. 302-318
Author(s):  
Gaurav Chawla ◽  
Peter Lugosi ◽  
Rebecca Hawkins
Keyword(s):  
Food Waste ◽  
Participant Observation ◽  
Past Research ◽  
Primary Data ◽  
Brand Strategy ◽  
Structured Interviews ◽  
Senior Managers ◽  
Luxury Hotels ◽  
Corporate System ◽  
Value Propositions

Drawing on data gathered through semi-structured interviews, participant observation and document analysis at five-star hotels in UK and Germany, this paper examines the competing pressures driving waste generation and prevention at different stages in the food production and service cycle. Primary data indicated that senior managers recognised the potential savings that could be achieved by preventing food waste. Despite this, many wasteful practices were normalised within routine operations. This was partly attributed to the corporatised business model and brand strategy in which premium pricing and luxury experiential propositions potentially transformed food waste reduction strategies into sources of risk. Past research generally categorised food as being edible or inedible. In contrast, the terms usable/unusable are proposed and this paper discusses how corporatised practices and value propositions rendered usable foods unusable. It considers how this type of corporate system frames waste problems and thus solutions, leading to various consequences. The discussion also explores how those systems shaped the organisational culture and the agency of staff who engaged with the service cycle at and across multiple points. The findings of this paper are based on primary data collected from a small number of corporately governed luxury hotels. Consequently, the closing parts of this paper outline how the insights generated here could be applied to the study of alternative organisational arrangements and operational types.

Techno-business strategies for enhancing guest experience in luxury hotels: a managerial perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sonia Bharwani ◽  
David Mathews
Keyword(s):  
Hospitality Industry ◽  
Secondary Data ◽  
Business Environment ◽  
Theory And Practice ◽  
Business Strategies ◽  
Primary Data ◽  
High Tech ◽  
Structured Interviews ◽  
Content Type ◽  
Luxury Hotels

Purpose This research aims at understanding techno-based strategies deployed by the hospitality industry by exploring the emerging technological product and process innovations that are actively being used in the hospitality space to deliver enhanced guest experiences. It also aims at gaining perspective about the challenges of technology adoption faced by the Indian luxury hotels that have traditionally been driven by high-touch, unscripted and personalised service. Design/methodology/approach This paper adopted a two-pronged methodology for data collection – in-depth semi-structured interviews with General Managers of Luxury Hotels in India and literature-based innovation output (LBIO). NVivo12 software was used to carry out a qualitative thematic analysis of the data. The primary data collected was then triangulated with secondary data gathered through literature review of academic papers, industry reports and studies on the use of technology for enhancing and co-creating customer experience in luxury hotels. Findings The research brings in to focus the importance of technology and high-tech, state-of-the-art tools in facilitating the co-creation and delivery of experiences in the context of luxury hospitality. However, it also emphasises that the high-touch dimension is the core of hospitality in luxury and premium hotels and should remain the primary driver of this segment. Luxury hotels will have to fine-tune and tailor their services and provide the right mix of high-tech and high-touch, depending on the micro-niche segments to which they cater. Practical implications Practitioners, researchers and educationists in the hospitality industry would find the implications of this study useful in context of the evolving technology imperative and the present customer-centric business environment where hotels are constantly striving to meet the exponentially rising bar of guest expectations. Originality/value This study is the one of the few empirical explorations of the techno-based strategies adopted by luxury hotels for co-creating enhanced and high-value experiences leading to critical implications for both hospitality and tourism theory and practice.

Service quality and customer satisfaction: qualitative research implications for luxury hotels

2015 ◽  
Vol 9 (2) ◽  
pp. 168-182 ◽  
Author(s):  
Carol Lu ◽  
Celine Berchoux ◽  
Michael W. Marek ◽  
Brendan Chen
Keyword(s):  
Customer Satisfaction ◽  
Public Relations ◽  
Service Quality ◽  
Qualitative Methodology ◽  
International Standards ◽  
Content Type ◽  
Luxury Hotels ◽  
Hotel Managers ◽  
Luxury Hotel ◽  
Luxury Service

Purpose – The purpose of this paper was to determine whether luxury hotel managers and customers have the same understanding of service quality and satisfaction and whether there is a disparity between services offered by luxury hotels and the way customers actually experience them. Design/methodology/approach – This paper used interviews with managers and guests of 5-Star hotels in Taiwan and qualitative analysis to understand definitions and perceptions of luxury, service quality and satisfaction. Findings – The major findings of the study were that: there were no fundamental disconnects in the respective understandings of managers and guests; however, the two groups used different language to describe luxury, service quality and satisfaction; the managers evaluated satisfaction in terms of services provided, but the guests conceptualized satisfaction in terms of value received for the price of lodging; and luxury, service quality and satisfaction were closely related in the minds of the managers and guests and were not independent constructs. Research limitations/implications – Recommendations are made based on marketing communications theory, that is all factors identified in this study can be considered to be part of the brand identity of the hotel; local culture can introduce variables that may be outside the scope of international standards; and information on local expectations and preferences can inform advertising and public relations efforts of the hotel. Originality/value – This study is significant because little research into luxury hotel customer satisfaction has been done using qualitative methodology, which provides a richer understanding of the experiences of the participants than can quantitative design.

Addressing employability challenges of business graduates in Bangladesh: Evidence from an emerging economy perspective

2021 ◽  
Vol 30 (2) ◽  
pp. 83-94
Author(s):  
Mahi Uddin
Keyword(s):  
Higher Education ◽  
Emerging Economy ◽  
Education Sector ◽  
Quality Education ◽  
System Quality ◽  
Structured Interviews ◽  
Quality Teachers ◽  
Business Graduates ◽  
Graduate Employability ◽  
Skill Gaps

This study aimed to explore and address the employability challenges of business graduates in the higher education sector in Bangladesh. Data were collected through semi-structured interviews and analysed applying thematic analysis (N = 35, 77% male, mean age = 34 years). Findings revealed that skill gaps, lack of quality education system, quality teachers, industry-university collaboration, backdated course curriculum, and corruption are important challenges for graduate employability in Bangladesh. The study suggests improving communication skills, updating course curriculum, curbing institutional corruption, limiting student-teacher politics, hiring and promoting quality teachers, and industry-university collaboration as strategies to improve graduate employability. The findings may help employers, managers, graduates, academics, and policymakers in the higher education sector to identify and address graduate employability challenges in an emerging economy such as Bangladesh.

scholarly journals Artificial Intelligence: The Attitude of the Public and Representatives of Various Industries

2021 ◽  
Vol 14 (8) ◽  
pp. 339
Author(s):  
Tatjana Vasiljeva ◽  
Ilmars Kreituss ◽  
Ilze Lulle
Keyword(s):  
Artificial Intelligence ◽  
Primary Data ◽  
Structured Interviews ◽  
The Public ◽  
Qualitative And Quantitative ◽  
Public Survey ◽  
Significant Difference ◽  
Main Factors ◽  
Negative Factors ◽  
Near Future

This paper looks at public and business attitudes towards artificial intelligence, examining the main factors that influence them. The conceptual model is based on the technology–organization–environment (TOE) framework and was tested through analysis of qualitative and quantitative data. Primary data were collected by a public survey with a questionnaire specially developed for the study and by semi-structured interviews with experts in the artificial intelligence field and management representatives from various companies. This study aims to evaluate the current attitudes of the public and employees of various industries towards AI and investigate the factors that affect them. It was discovered that attitude towards AI differs significantly among industries. There is a significant difference in attitude towards AI between employees at organizations with already implemented AI solutions and employees at organizations with no intention to implement them in the near future. The three main factors which have an impact on AI adoption in an organization are top management’s attitude, competition and regulations. After determining the main factors that influence the attitudes of society and companies towards artificial intelligence, recommendations are provided for reducing various negative factors. The authors develop a proposition that justifies the activities needed for successful adoption of innovative technologies.

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