scholarly journals The Hotel Strategy during the Pandemic of COVID-19: The Case of Secondary Cities

2021 ◽  
Vol 3 (2) ◽  
pp. 121-135
Author(s):  
Situmorang, Ringkar ◽  
Choirisa, Septi. Fahmi ◽  
Mehrotra Amit
Keyword(s):  
Crisis Management ◽  
Hotel Industry ◽  
Tourism Industry ◽  
Structured Interviews ◽  
Head Office ◽  
Management Literature ◽  
Hospitality And Tourism Industry ◽  
Branch Office ◽  
Hotel Managers ◽  
Main City

The pandemic of COVID-19 has given a disaster to the business industry. Many businesses have to concede that they have to suffer financially because of this situation. One of those businesses that suffered is the hotel business. Many hotel companies have to find a strategy to ensure their relationship between the main city (head office) and secondary cities (branch office) working seamlessly to mitigate this crisis. The primary purpose of this study is to investigate how the hotel industry is handling the challenges during pandemic COVID-19 in the secondary cities. This study adopted qualitative research with 12 semi-structured interviews from various hotel managers in multiple cities. The result showed some discrepancies in the interrelationship between the head office and the branch office in secondary cities, creating uncertainties among them. This study contributed to the crisis management literature in hospitality and tourism industry by exploring the challenges from the pandemic of COVID-19 among cities in Indonesia.

scholarly journals Do Relationship Marketing Constructs Enhance Consumer Retention? An Empirical Study Within the Hotel Industry

SAGE Open ◽  
2021 ◽  
Vol 11 (2) ◽  
pp. 215824402110092
Author(s):  
Suha Fouad Salem
Keyword(s):  
Relationship Marketing ◽  
Hotel Industry ◽  
Customer Retention ◽  
Measurement Model ◽  
Tourism Industry ◽  
Customer Engagement ◽  
Customer Commitment ◽  
Conflict Handling ◽  
Hospitality And Tourism Industry ◽  
Hotel Managers

The increasing growth of new hotels in the Malaysian domestic market indicates that the hospitality and tourism industry is growing rapidly. As a result, there will be high competition as customers can easily switch from one hotel to the other. Therefore, to maintain competition in the market, it is crucial for hotels to recognize the importance of conflict handling, trust, and customer commitment in maintaining good relationships with their customers. Hence, the objective of this study is to study, relationship marketing constructs such as conflict handling, trust, and commitment are evaluated based on their direct and indirect relationships with customer retention. Overall, 188 questionnaires were collected from hotel guests in Malaysia to evaluate the structural relationships between these constructs and the performance of the measurement model using SmartPLS 3.2.3. Moreover, the importance-performance map analysis (IPMA) was used to identify measures that could be utilized to enhance management activities. The research outcomes of this study indicated that customer retention is directly influenced by conflict handling, whereas customer engagement is directly affected by trust, conflict handling, and commitment. However, conflict handling, commitment, and trust indirectly affected customer retention via customer engagement. The IPMA also revealed several aspects to help decision-makers and managers prioritize their actions efficiently. The results of this study revealed that customer engagement and conflict handling had the highest effect, whereas commitment and customer engagement had the highest performance on customer retention in the hotel industry. Therefore, to maintain customer loyalty, it is recommended that hotel managers prioritize their customers’ complaints and resolve them effectively.

scholarly journals Harmonization of Green Motives and Green Business Strategies towards Sustainable Development of Hospitality and Tourism Industry: Green Environmental Policies

2021 ◽  
Vol 13 (12) ◽  
pp. 6592
Author(s):  
Zahid Yousaf ◽  
Magdalena Radulescu ◽  
Crenguta Ileana Sinisi ◽  
Luminita Serbanescu ◽  
Loredana Maria Paunescu
Keyword(s):  
Sustainable Development ◽  
Structural Equation ◽  
Hotel Industry ◽  
Equation Model ◽  
Tourism Industry ◽  
Business Strategies ◽  
Mediating Role ◽  
Green Business ◽  
Hospitality And Tourism Industry

This study aims to investigate the direct impact of green motives (GM) and green business strategies (GBS) on sustainable development (SD) in the hospitality sector. It explores the direct links between GM and SD. Moreover, the mediating role of GBS between GM and SD was tested. The research relies on the stakeholders’ theory, which states that the organization’s success and future development depends on the satisfaction of stakeholders. Data were collected from 451 top managers and owners from 54 hotels (5, 4 and 3-star hotels) operating in Pakistan. Quantitative analysis including correlation, regression, confirmatory factor analysis and structural equation model techniques were used. The mediating role of GBS was assessed using the bootstrapping method. Results proved that GM and GBS enable hotel industry to achieve the targets of SD. Finding also proved that GBS act as a mediator between the GM and SD link. The hotel industry needs attention to achieve the targets of SD and customers’ inclination towards more hygienic and environmental issues after the worldwide COVID-19 pandemic situation has forced the hotel industry to adapt GBS initiated through GM. The current research articulated this upcoming issue and offered a SD model for the hotel industry.

scholarly journals Comparing crisis management practices in the hotel industry between initial and pandemic stages of COVID-19

2020 ◽  
Vol 32 (10) ◽  
pp. 3135-3156 ◽  
Author(s):  
Ivan Ka Wai Lai ◽  
Jose Weng Chou Wong
Keyword(s):  
Performance Analysis ◽  
Human Resources ◽  
Crisis Management ◽  
Management Practices ◽  
Management Strategies ◽  
Hotel Industry ◽  
Content Type ◽  
Initial Stage ◽  
Travel Restrictions ◽  
Hotel Managers

Purpose Given the increasing number of travel restrictions, the COVID-19 outbreak has dealt a crippling blow to the hotel industry, and the crisis management practices supporting the industry needs are changing as the pandemic continues. This study aims to compare how the hotel industry has responded to this crisis at the initial stage and the pandemic stage. Design/methodology/approach Data were collected from hotel managers in Macau in two occasions, namely, early February and early April 2020. Importance-usage-performance analysis was conducted to classify six categories of practices (pricing, marketing, maintenance, human resources, government assistance and epidemic prevention) into four executable crisis management strategies (priority, maintain, low priority and possible overkill) for each stage. Follow-up in-person interviews were conducted to validate the results of the study. Findings In the initial stage, priority strategies should be applied in all epidemic prevention, pricing and maintenance practices and in two governmental assistance and human resources practices. In the pandemic stage, all epidemic prevention practices remain at the priority quadrant, but two pricing practices are downgraded. Hotels tended to force labour into unpaid vacations (furlough) and postpone office and system maintenance. Governmental assistance should be at a low priority. Originality/value This study contributes to the knowledge of contingency planning for crisis management across crisis periods. It also demonstrates the processes of importance-usage-performance analysis for researchers to undertake further studies in tourism crisis management. Timely recommendations for governments and hotel industry stakeholders are provided to cope with this crisis.

(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.

Why do hotels find reducing their carbon footprint difficult?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Eric S.W. Chan
Keyword(s):  
Carbon Footprint ◽  
Structured Interviews ◽  
Content Type ◽  
Cross Cultural Study ◽  
Risky Investment ◽  
Management Literature ◽  
Full Picture ◽  
Managerial Perceptions ◽  
Environmental Measures ◽  
Hotel Managers

Purpose The term “carbon footprint” emerged during the early 2000s, but many hotels remain unaware of what they should do to implement a comprehensive programme to reduce carbon footprint despite having some environmental measures. This study aims to investigate the barriers to reducing hotel carbon footprint and to explore why many hotel managers remain bystanders. Design/methodology/approach In-depth semi-structured interviews were conducted with hotel executives to understand what hinders hotels’ implementation of comprehensive programmes to reduce their carbon footprint. The NVivo 11 software package was used to organise data and code the transcribed interviews to identify patterns and themes. Findings The findings identified several main barriers. They were (1) a lack of understanding, (2) a lack of owner initiative, (3) difficulty with measurements, (4) a lack of stakeholder coordination and support, (5) a lack of a strong mediator, (6) balancing interests and (7) risky investment. The findings of this study suggest some specific strategies for overcoming these barriers. Research limitations/implications The study sample was restricted to the Hong Kong hotel executives interviewed; therefore, the findings will not reflect the full picture of managerial perceptions. Drawing on the foundations laid by this study, researchers could collect quantitative data from hotels in other countries to conduct a cross-cultural study. Originality/value Very few studies have investigated barriers to carbon-footprint reduction programmes. Specifically, none have been published in the hotel environmental management literature. This study represents a preliminary step towards understanding the barriers that prevent hotels from implementing the programmes.

Impacts from Tourism Development in Langkawi Island, Malaysia

2015 ◽  
pp. 21-33
Author(s):  
Azizan Marzuki
Keyword(s):  
Tourism Development ◽  
Tourism Industry ◽  
Local Economy ◽  
Public Infrastructure ◽  
Structured Interviews ◽  
Government Organizations ◽  
Key Issues ◽  
The Government ◽  
Local Populace ◽  
Hotel Managers

Based on a study conducted in Langkawi Island, this chapter attempts to track the progress of tourism development of the island since 1986 until year 2004. Although the government and private sector had invested a lot of money in providing public infrastructure and facilities to boost the tourism industry in the island, no study had been conducted to relate tourism spending with the impact of these developments towards the local economy and socio-culture. Nevertheless, results from semi-structured interviews with local stakeholders involving hotel managers, government and non-government organizations representatives, resort and tourism developers and community leaders show two key issues regarding the benefits of tourism development and the costs of tourism development. The analysis also found that despite the limitation and development issues, the benefits of tourism development in Langkawi far outweighed the costs accrued to the local populace.

Technology innovations towards reducing hospitality human resource costs in Langkawi, Malaysia

2019 ◽  
Vol 74 (3) ◽  
pp. 547-562 ◽  
Author(s):  
Rozila Ahmad ◽  
Noel Scott
Keyword(s):  
Human Resource ◽  
Quantitative Methods ◽  
Hotel Industry ◽  
Structured Interviews ◽  
Content Type ◽  
Technology Innovations ◽  
Labour Costs ◽  
Ict Adoption ◽  
Information And Communication ◽  
Hotel Managers

Purpose Hotel labour costs in Malaysia are increasing. This paper aims to explore Langkawi hotel managers’ perceptions about reducing labour costs using various information and communication technology (ICT) innovations. Design/methodology/approach Semi-structured interviews were conducted with managers from 19 budget and boutique resorts on Langkawi Island, Malaysia. Qualitative data were recorded, transcribed and content analysed using latent coding. Findings All hotel managers reported using some form of ICT. The purpose for ICT adoption found was to increase productivity and efficiency. A hotel’s customer mix, the need of the organization and the technology budget available influenced the outcome of technological innovation. Langkawi hotels had successfully implemented Property Management Systems (PMSs), but self-check-in/out kiosks were not seen as important as they do not meet their customers’ service expectations. Research limitations/implications This study identifies some factors influencing uptake by hotels of technological innovations. This initial qualitative exploration of the technology adoption feasibility in Langkawi suggests that implementation to reduce labour cost is more likely for employee-operated devices rather than customer-operated devices. Practical implications This study contributes to the human resource (HR) management literature by providing insight into the reasons hotel managers introduce technology in a developing country context. Results suggests that hotels face challenges in reducing labour costs through technology. These insights may serve to guide policymakers and hotel managers in other developing countries that are planning to use technology to solve their HR issues. Luxury hotels can consider adopting ICT for back-of-the-house operations such as using a HR information system within the HR department and PMS for the hotel overall operation. Social implications These findings can increase the Malaysians awareness of ICT importance, especially in the hotel industry. Originality/value The Malaysian national minimum wage order policy was introduced in 2012. This policy has resulted in increased labour costs and suggests a need to adopt ICT. This paper is the first to examine the viewpoints of hotel practitioners as to the viability of this strategy. Whilst many studies on the adoption of ICT in the hotel industry focus on its impact on productivity and firm’s performance using quantitative methods, this study used qualitative methods to explore hotel managers’ perceptions on its feasibility to reduce dependence on labour.

scholarly journals The Contentious Role of Tourism in Disaster Response and Recovery in Vanuatu

2021 ◽  
Vol 9 ◽  
Author(s):  
Andreas Neef
Keyword(s):  
Disaster Response ◽  
Rural Livelihoods ◽  
Tourism Industry ◽  
Structured Interviews ◽  
Community Members ◽  
Tourism Sector ◽  
Response And Recovery ◽  
Hotel Managers ◽  
Post Disaster ◽  
Disaster Response And Recovery

Tourism is a key contributor to the economy of the Pacific Island country Vanuatu. Yet many Ni-Vanuatu have seen their access to natural resources lost or reduced as a consequence of foreign investment in the tourism industry and associated land leases, while few community members found secure employment in the tourism sector to compensate for those losses. The tension between externally driven tourism development and local resource access has been exacerbated in the aftermath of 2015 Tropical Cyclone Pam which caused extensive damage both to the tourism industry and local communities. Employing a tourism-disaster-conflict nexus lens and drawing on semi-structured interviews with hotel managers, research conversations with hotel staff and community members, and focus group discussions with community leaders, this study examines how the tourism sector has impacted post-disaster response and recovery, particularly in terms of land relations and rural livelihoods. Findings suggest that tourism can be a double-edged sword for disaster-prone communities. While resorts play an important role as first responders, their contributions to post-disaster recovery processes remain ambiguous and marred by tensions between expatriate investors and indigenous Ni-Vanuatu people. These findings also hold lessons for the tourism crisis triggered by the COVID-19 pandemic in the South Pacific and elsewhere.

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.

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