scholarly journals Impact of National Measures Connected to Covid-19 Pandemic on the Hotel Front-Office Communication Themes

2021 ◽  
pp. 1-10
Author(s):  
Stepan Chalupa ◽  
Karel Chadt ◽  
Jirina Jenckova
Keyword(s):  
Hospitality Industry ◽  
Economic Sectors ◽  
Business Operations ◽  
Front Office

The Covid-19 pandemic caused several changes in business operations, and influenced several processes in the hospitality industry and other economic sectors. Previous research was mainly focused on analyzing previous pandemics and creating recovery plans and strategies.

scholarly journals Relief, Recovery, and Revitalization Measures for Tourism and Hospitality Industry During Covid-19 Pandemic: Case Study From Taiwan

SAGE Open ◽  
2021 ◽  
Vol 11 (3) ◽  
pp. 215824402110408
Author(s):  
Li-Fan Wu ◽  
Jennet Achyldurdyyeva ◽  
Wei-Ping Jou ◽  
Wei-Ting Foung ◽  
Bih-Shiaw Jaw
Keyword(s):  
Value Chain ◽  
Hospitality Industry ◽  
Business Owners ◽  
Tourism Industry ◽  
Border Control ◽  
Government Response ◽  
Business Operations ◽  
Tourism And Hospitality Industry ◽  
Tourism And Hospitality

The Covid-19 pandemic has severely disrupted lives and economies around the world. Every part of tourism and hospitality value chain has been affected by the unprecedented travel and mobility restrictions (border control, lockdowns, quarantines, curfews, social distancing) undertaken by governments to contain the spread of the virus. This case study is an in-depth investigation on the Taiwan’s government response to support tourism industry stakeholders during Covid-19 pandemic. Data are gathered from a variety of sources, including government policy, procedures, and interviews with business owners and observations of day-to-day business operations. This study presents novel effective government practices and cooperation with tourism and hospitality business during Covid-19 pandemic crisis.

scholarly journals Job Esteem Assessment of Front Office Employees of the Hospitality Industry

2008 ◽  
Vol 3 (1) ◽  
pp. 64-74
Author(s):  
Gupta Bharti
Keyword(s):  
Hospitality Industry ◽  
Employee Performance ◽  
Self Esteem ◽  
Dynamic Phenomenon ◽  
Front Line ◽  
Negative Attitudes ◽  
Service Employees ◽  
Front Office ◽  
Job Attitude ◽  
Office Employees

Job-esteem is defined, as the level of respect and dignity an individual believes is associated with his/her job. A possible phenomenon hindering the success of the hospitality industry as it is the negative perception many service employees have of their jobs (Ghiselli,La Lopa,& Bai,2001). Many front line service employees often feel their work is insulting, demeaning and humiliating as they cater to the needs and sometimes demanding wants of customers. Hospitality industry employees are especially vulnerable to these feelings due to the nature of the services provided. Experts believed that this perception could cause poor service delivery, dislike for the guest, negative job attitude and high tumover rates. If employees do not take pride in their jobs or find dignity in what they do, they are more likely to leave the industry. Perhaps a greater concern occurs when employees with negative attitudes towards their jobs do not leave the industry but stay and provide the service. In this study the job esteem of the front office employees of the A- class hotels of Jammu region has been found through a structured instrument containing components of job esteem which is job specific esteem (i.e. Hospitality esteem, in this study), self esteem, Job satisfaction, job related anomie and work ethic. Job esteem is a dynamic phenomenon, which is interrelated to employee performance and the study makes suggestion, for the improvement of the performance of employees through interventions focused on the improvements related to the components of job esteem.

scholarly journals Demographic Characteristics and Psychological Empowerment on Service Orientation: A Study in Yogyakarta, Indonesia

2020 ◽  
Vol 11 (2) ◽  
pp. 63-73
Author(s):  
Adita Bagus Saputro ◽  
Ignatius Soni Kurniawan
Keyword(s):  
Significant Influence ◽  
High Performance ◽  
Hospitality Industry ◽  
Psychological Empowerment ◽  
Self Esteem ◽  
Demographic Characteristics ◽  
Coefficient Of Determination ◽  
Service Orientation ◽  
Self Recognition ◽  
Front Office

AbstractThe service quality in hotels can be seen first from the front-office that interacts directly with customers, here service orientation has an important role. Employees who have high service orientation will have high performance and can be a competitive advantage for the company. Psychological empowerment also an important factor in service orientation, it can be seen from the feelings shown by employees and can increase self-recognition and self-esteem. This research aims to determine the influence of demographic characteristics and psychological empowerment towards service orientation in the hospitality industry. This research was conducted at several three-star hotels in Yogyakarta. This research used multiple regression analysis, partial t test, coefficient of determination and beta standardized coefficient to analyse the data. Furthermore, the results of this research are gender, age, education level and competency certification have a positive and significant influence on service orientation. Meanwhile, tenure has a negative and insignificant influence and marital status has a positive and insignificant influence on service orientation. The last, psychological empowerment has a positive and significant influence on service orientation.

scholarly journals IMPLEMENTATION OF CUSTOMER ORIENTATION IN THE HOSPITALITY INDUSTRY: IMPLICATIONS FOR BUSINESS PERFORMANCE

2020 ◽  
Author(s):  
Marina Perišić Prodan ◽  
Keyword(s):  
Empirical Study ◽  
Competitive Advantage ◽  
Significant Relationship ◽  
Business Performance ◽  
Hospitality Industry ◽  
Customer Orientation ◽  
Marketing Management ◽  
Business Operations ◽  
Future Business

The purpose of this paper is to examine whether there is a relationship between customer orientation and successful hotel business performance. An empirical study was conducted by examining the marketing management of hotel companies in Primorje-Gorski Kotar County and Istria County. The study found that there is a statistically significant relationship between customer orientation and hotel business performance. The results of the research can be used in practice by the marketing management of hotel companies to determine long-term directions of action. In order to take into account, the wants and needs of the guest and to achieve a competitive advantage, the implementation of customer orientation should be a fundamental postulate in the future business operations of all providers of the hotel offering.

New Practices in the Tourism Sector During COVID-19

2021 ◽  
pp. 645-663
Author(s):  
Meral Büyükkuru ◽  
Neşe Yılmaz
Keyword(s):  
Developing Countries ◽  
Hospitality Industry ◽  
Tourism Industry ◽  
Economic Sectors ◽  
Tourism Sector ◽  
Tourism And Hospitality Industry ◽  
Tourism And Hospitality ◽  
Normalization Process

The tourism sector is one of the main economic sectors of both developed and developing countries. It is one of the sectors that feels the most destructive effects of COVID-19 in terms of generating income, providing employment, and covering many sub-sectors. A number of practices, recommendations, and decisions have been put forward to minimize the devastating effects of the pandemic by the international bodies. Although the COVID-19 epidemic has been brought under control in some countries with various vaccination practices and a new normalization process has been entered into, the traces of its destructive effects are still visible in the tourism industry. Therefore, this chapter draws the attention of the reader to comprehensive and up to the present unconventional practices in the industry due to the impacts of COVID-19 on the tourism and hospitality industry.

scholarly journals ORGANIZING CHALLENGES FACED BY TRADE UNIONS IN THE HOSPITALITY INDUSTRY OF ZIMBABWE

2020 ◽  
Vol 8 (3) ◽  
pp. 167-181
Author(s):  
Farai Ncube ◽  
◽  
Olabanji Oni ◽  
Keyword(s):  
Trade Unions ◽  
Hospitality Industry ◽  
Tourism Industry ◽  
Management Support ◽  
Contemporary World ◽  
Business Operations ◽  
Employment Conditions ◽  
Main Indicator ◽  
Changing Demographics ◽  
Political Persecution

Globally there are a lot of developments and changes happening in the tourism industry affecting the traditional business operations and with a serious effect on employment relations patterns. Trade unions have been at the receiving end owing to these changes. New forms of employment coupled with other changes have adversely affected the ability of trade unions to effectively organize. While union strength is measured by a number of aspects, membership remains the main indicator of union power. In this article, we examine the organizing challenges faced by the Trade Unions in the Hospitality Industry of Zimbabwe. We employ a qualitative study utilizing a sample of 80 respondents drawn from union officials (10), shop stewards (40) and management representatives (30). The study reveals that the unions face a myriad of challenges ranging from lack of resources to effectively organize and support all initiatives in place, political persecution affecting member perceptions, lack of management support, destroying all union efforts as well as changing demographics and employment conditions among other challenges. We maintain that the survival of a trade union depends primarily on its ability to organize workers. We advance the argument that the industry is not immune to the developments and changes happening in the contemporary world of work and for unions to survive they have to co-evolve. We conclude that the identified challenges can actually be opportunities for the trade unions.

scholarly journals PENGARUH STRES KERJA TERHADAP TURNOVER INTENTIONS YANG DIMEDIASI OLEH BURNOUT” (STUDI PADA KARYAWAN HOTEL BINTANG 4 (EMPAT) DI KOTA MATARAM)

2017 ◽  
Vol 6 (2) ◽  
Author(s):  
Isra Dewi Kuntary ibrahim
Keyword(s):  
Work Stress ◽  
Turnover Intention ◽  
Hospitality Industry ◽  
Turnover Intentions ◽  
Secondary Data ◽  
Least Square ◽  
Optimum Level ◽  
Food And Beverage ◽  
Front Office ◽  
Positive Effect

Companies are required to maintain the employees by paying attention on the occurrence of turnover intention before the end of turnover. This research is aimed at detrmining and analyzing the significant effect of work stresses on the turnover intention, the significant effect of burnout on the turnover intentions, the significant effect of work stress on turnover intentions with burnout as the mediating variable at the employees of four star hotels in Mataram. This research is associative-causality study witf primary and secondary data. The data were collected through interview, documentations, and questionnaires. The population are all employees of the operational department; front office, food and beverage service, food and beverage product, housekeeping, and engineering of the four star hotels in Mataram. All of the them are 333 employees. The samples were selected though Slovin formula that took 182 resmpondents obtained from the stratified random sampling. The data were analyzed with PLS. The research showed that work stress has positive but not significant effect on the turnover intentions, work stress has positive and significant effect on the turnover intentions, work stress has positive and significant effect on the burnout, burnout has positive and significant effect on turnover intentions, work stress has positive and significant effect on the turnover intentions with burnout as the mediating variable. The Implication of this research for companies is that the companies need to maintain the work stress to the optimum level to get the positive effect for the company and to make sense of responsibility of employees, to provide program to support the spirit of work for employees by giving more space for the creativity of the employees to avoid monotonous work.  Kata Kunci : Work Stress, Burnout, Turnover Intentions, Hospitality Industry, Patial Least Square (PLS).

scholarly journals Communication Challenges for Foreign Workers within Multicultural Hospitality Working Environment: Case Front Office of Hotel X in Japan

2021 ◽  
Vol 5 (1) ◽  
Author(s):  
Edvi Gracia Ardani ◽  
Anwar Basalamah
Keyword(s):  
Hospitality Industry ◽  
Working Environment ◽  
Foreign Workers ◽  
Multicultural Environment ◽  
Communication Problems ◽  
Front Office ◽  
Communication Challenges ◽  
Internal Operations ◽  
Day To Day Operations ◽  
Different Cultures

AbstractAs tourism grows fast and tourism destinations develops well all around the world, the human capital in the sectors are the most important component of its business which deliver services. The grow affects all aspects of business including hospitality industry. A multicultural working environment in hospitality industry has been practiced since decades due to its international character of business. The condition brought communication challenges to the internal operations more particularly in the front-line departments. This research aims to find out the challenges for foreign workers in the process of communication and how they overcome any communication problems that may occurred in their day-to-day operations in a multicultural hospitality working environment. Different cultures may press the communication problems while the business is about serving people and ensure that all the guest needs are provided well in timely manner. The research is conducted in a three-star-rated hotel in Japan with a multicultural environment and may give insights to the hoteliers who aspire to embrace their future career abroad. The findings are quite interesting since culture is taking the most important part to overcome and handle the situation as it aims to maintain a good working environment.

scholarly journals Filipino Sign Language Skills and Deaf Culture Awareness in Hospitality Industry Employability

2021 ◽  
Vol 2 (2) ◽  
pp. 71-96
Author(s):  
Ma. Aurora C. Niebla
Keyword(s):  
Hospitality Industry ◽  
Intervention Program ◽  
Deaf Culture ◽  
Linguistic Differences ◽  
Descriptive Research ◽  
Business Operations ◽  
Communication Models ◽  
Area 5 ◽  
Significant Difference ◽  
Attention Level

Many Deaf Filipinos remain unemployed despite the increased attention level from the hospitality industry. The study aimed to examine the levels of awareness on Deaf culture and FSL skills within the hospitality industry of Zamboanga City to foster sustainable employment - including quality service; it used a descriptive research design employing qualitative and quantitative approaches.  The sample group was purposively selected from 4 hotels and 8 restaurants - duly accredited by the Department of Tourism Region 9 as of December 31, 2018. The study revealed that Zamboanga City hospitality industry stakeholders were aware 1) of Deaf culture; that 2) Deaf individuals can visually communicate through reading, writing, gestures, or FSL; 3) they can visually communicate with Deaf individuals regardless of their FSL knowledge or skills; also, 4) there was no significant difference in the respondents’ levels of awareness on Deaf culture and FSL skills in the area; 5) an intervention program is needed to increase Deaf Zamboangeños' hospitality employability. The study concluded that Zamboangeño hospitality industry stakeholders 1) were aware of Deaf culture and FSL skills despite linguistic differences; 2) can visually communicate with Deaf individuals despite having little to no FSL skills nor Deaf culture knowledge; also, 3) the communication models affect Deaf individuals' hospitality employability and capability; and, 4) Deaf culture awareness and FSL skills through interactive interaction among Deaf and hearing individuals, within hospitality business operations, are crucial in emerging communication patterns.

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