Hospitality Industry
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2022 ◽  
Vol 40 (1) ◽  
pp. 20-29
Ali S. HYASAT ◽  
Ghazi A. AL-WESHAH ◽  
Dana F. KAKEESH ◽  

This study is designed to assess and identify the status of hospitality training needs, methods and potential challenges within the hospitality industry, in order to recognize gaps and develop training programmes that address and enhance the competitiveness of small businesses within it. A qualitative approach was employed, whereby face-to-face and semi-structured interviews were conducted with 60 owners and managers of small businesses in the hospitality industry. Using thematic analysis, the study concludes that communication skills, especially foreign languages, are the most the important training need at both managerial and operational levels. Moreover, the study found that on-the-job training is one of the most important training methods. Furthermore, a lack of training budgets is found to be the most critical challenge to training. The study provides empirical evidence and practical implications for decision-makers in the hospitality industry.

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Wen-Hwa Ko ◽  
Min-Yen Lu

Purpose This study aims to examine Taiwanese hospitality students’ self-reported professional competence in surplus food management and assess the usefulness of their university training in this area. Using the importance-performance analysis (IPA) method, it is possible to obtain a clearer understanding of the priority order of the items that require improvement and to identify which surplus food management competence items should be strengthened in the school curriculum and which items should be enhanced by the students. Design/methodology/approach This study used the questionnaire survey method. It evaluated seven dimensions covering 29 items related to surplus food management competencies of the kitchen staff. The evaluation was done using IPA to determine the relationship between professional competence (performance level) and courses provided (importance level). The factor coordinates were completed according to the means of personal qualifications and courses provided. Findings According to students’ self-assessment, the dimensions of “Personal moral attitude,” “Food handling attitude,” “Education and training attitude” and “Culinary knowledge” were located in the “Keep up the good work” quadrant, meaning that the students think that their surplus food management competence is relatively high and the courses provided are sufficient. Thus, these items have better performance at the present and they hope to maintain the status. However, “Menu analysis” and “Sanitation knowledge” were found to have low importance and low level of performance. Therefore, these two dimensions require attention in the course design and educational training. Research limitations/implications The questionnaire responses were self-reported; this study assumed that all participants answered honestly. Future studies may include additional factors in the analysis, such as hospitality management, culinary skills, internship experience and work time that may affect the perceptions of students. Moreover, professional chefs could be surveyed to determine their professional competence and training needs. Originality/value The professional training that students receive determines, to a large extent, their performance in their jobs and the resulting stability of their employment. Therefore, improved competence gained through good-quality training can help students meet the demands of the hospitality industry.

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Hailian Qiu ◽  
Minglong Li ◽  
Billy Bai ◽  
Ning Wang ◽  
Yingli Li

Purpose Hospitableness lies in the center of hospitality services. With the infusion of artificial intelligence (AI) technology in the hospitality industry, managers are concerned about how AI influences service hospitableness. Previous research has examined the consequences of AI technology based on customers’ assessment while ignoring the key players in service hospitableness – frontline employees (FLEs). This study aims to reveal how AI technology empowers FLEs physically, mentally and emotionally, facilitating hospitableness provision. Design/methodology/approach As the starting point, the instrument for AI-enabled service attributes was designed based on previous literature, hotel FLE interviews, expert panel and a pilot survey, and then validated using survey data. After that, a paired supervisor-employee sample was recruited in 15 hotels, and 342 valid questionnaires covering the constructs were obtained. Findings Factor analyses and measurement model evaluation suggest that the four factors, including anthropomorphic, entertainment, functional and information attributes, explain the construct of AI-enabled service attributes well, with high reliability and validity. Additionally, anthropomorphic, functional and information attributes of AI technology have been found to enable FLEs physically, mentally and emotionally, which further lead to increased service hospitableness. The entertainment attributes do not significantly reduce physical and mental fatigue but lead to positive emotions of FLEs significantly. Additionally, psychological job demand moderates the effects of AI-enabled service attributes on physical fatigue. Practical implications Practical implications can be made for AI technology application and hospitableness provision, in terms of AI technology analysis, job design and employee workload management. Originality/value This research contributes to understanding AI-enabled service attributes and their consequences, extends the conservation of resources theory to AI application context and promotes the research on service hospitableness.

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Balvinder Shukla ◽  
Tahir Sufi ◽  
Manoj Joshi ◽  
R. Sujatha

PurposeThe COVID-19 crisis has affected almost all the global sectors. The hotel industry, however, was hit hardest challenging the leadership. This study, therefore, attempts to explore the challenges hospitality leadership in India face to navigate the crisis. The study additionally addresses how leaders manage the expectations of key stakeholders; communicate hard decisions with employees, pursue strategies for revival and explores the role of technology to survive the crisis.Design/methodology/approachThe study adopts a qualitative approach involving structured interviews with 16 senior hospitality leaders consisting of CEO, vice president, general managers, directors, entrepreneur and general managers from various organisations like hotels, restaurant chains, food services and facilities management services. Data were content analysed involving coding techniques.FindingsThe leadership challenges included making customers and employees feel safe, optimising operations, agility and resilience of leaders, maintaining a balance between stakeholders, managing employee stress and ensuring cash reserves. The study found that leaders manage the expectation of various stakeholders by maintaining balance, demonstrating empathy and agility. The hard decisions are communicated with the employees through involvement, empathy and alleviating stress.Research limitations/implicationsThe study contributes by identifying twelve themes from the participants' responses under five major themes-labelled as leadership challenges, managing stakeholders, communicating with the employees, the role of technology and best practices of surviving the crisis. Future research can be conducted on such sub-themes in different countries.Practical implicationsAs the tourism industry in India is recovering after the second wave, the governments along with all stakeholders, must launch special events for promoting the tourism sector. Safety measures like making vaccination certificates for all tourists and employees of the tourism sector should be made mandatory. Further, special certification following the COVID-19 protocol needs to be introduced for hotels and catering establishments. A fund generated from the sector's direct tax contribution needs to be established to support the employees.Social implicationsThe study has several social implications. The study results can unite all industry stakeholders to shape the post-pandemic era through collaboration. Empathetic leadership can take the industry out of chaos by balancing the interests of the various stakeholders of society. The pandemic has proven that we all are vulnerable to risks and challenges; leaders have a vital role in taking proactive steps to ensure that such uncertainties do not cause unprecedented damage.Originality/valueThis study expanded the research on the hospitality leadership challenges in managing crises in the backdrop of the crisis caused by COVID-19 pandemic. The conceptual model, variables, themes and sub-themes utilised are original contributions to the hospitality literature.

Buildings ◽  
2022 ◽  
Vol 12 (1) ◽  
pp. 35
Jayden Mitchell Perry ◽  
Sara Shirowzhan ◽  
Christopher James Pettit

The hospitality industry in Sydney, Australia, has been subject to several regulatory interventions in the last decade, including lockout laws, COVID-19 lockdowns and land use planning restrictions. This study has sought to explore the spatial implications of these policies in Inner Sydney between 2012 to 2021. Methods based in spatial analysis were applied to a database of over 40,000 licensed venues. Point pattern analysis and spatial autocorrelation methods were used to identify spatially significant venue clusters. Space-time cube and emerging-hot-spot methods were used to explore clusters over time. The results indicate that most venues are located in the Sydney CBD on business-zoned land and show a high degree of spatial clustering. Spatio-temporal analysis reveals this clustering to be consistent over time, with variations between venue types. Venue numbers declined following the introduction of the lockout laws, with numbers steadily recovering in the following years. There was no discernible change in the number of venues following the COVID-19 lockdowns; however, economic data suggest that there has been a decline in revenue. Some venues were identified as having temporarily ceased trading, with these clustered in the Sydney CBD. The findings of this study provide a data-driven approach to assist policymakers and industry bodies in better understanding the spatial implications of policies targeting the hospitality sector and will assist with recovery following the COVID-19 pandemic. Further research utilising similar methods could assess the impacts of further COVID-19 lockdowns as experienced in Sydney in 2021.

SAGE Open ◽  
2022 ◽  
Vol 12 (1) ◽  
pp. 215824402110685
Han Cheng Chang ◽  
Jin Feng Uen

In this study, we explored the relationship among mentoring functions (MFs), direct supervisor need for achievement (DSNFA), and employee organizational citizenship behavior (OCB) from the perspective of conservation of resources (COR) theory. A sample of 242 dyads was selected from new employees and direct supervisors employed in four- and five-star hotels in Taiwan. The results revealed that MFs and DSNFA were positively related to new-employee OCB. However, DSNFA negatively moderated the relationship between MFs and new-employee OCB. That is, low DSNFA positively moderated the relationship between MFs and OCB more than high DSNFA did. The results were explained using COR theory, which states that the development of positive personality traits is limited to in specific circumstances. Organizations in the hospitality industry that emphasize on OCB should examine their human resource activities to optimize performance.

2022 ◽  
Vol 14 (1) ◽  
pp. 450
Se-Ran Yoo ◽  
Seon-Hee Kim ◽  
Hyeon-Mo Jeon

This study aims to examine the antecedents of storytelling and intention to a behavioral robot barista coffee shop (RBCS) by exploring experiential values and emotions. For the analysis, a set of hypotheses was developed and tested based on data collected from 300 customers who had visited a RBCS in South Korea. In the verification, the atmosphere showed the greatest influence on positive emotion, followed by consumer return on investment (CROI). These results mean that atmosphere, CROI, and escapism are important to induce positive emotion and behavioral intention for robot barista coffee shop. This is the first study to examine consumers’ experiential value regarding non-face-to-face robot service in the food service industry. This design is different from previous experiential value studies on human services in the hospitality industry. By integrating artificial intelligence and digital innovation into food service, this study broadens the scope of research in consumer behavior, making a significant theoretical contribution to the literature. Furthermore, this study proposes practical implications for sustainable coffee shop management in a COVID-19 environment.

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