...challenges that hospitality industry might fact in the year ahead respectively through globalization. Globalization is becoming increasing important these years in international hotel industry. When hotels flag their properties in a new country, they must localize their products and service in order to adapt the culture traditions of that country strategy. Differentiation strategy is also useful or hotel companies to become competitive in the global environment. Top issues that will influence the global hospitality industry in the year ahead include sustainable development calls for green hospitality, labor cost, multicultural issues and higher education. Challenges that facing hospitality include will include operating issues, such as labor shortages; marketing issues and economic issues. Introduction Hospitality industry has booming like never before. After Second World War, the practice of Hospitality became professional and wide spread, therefore it will acquire a knowledge base so that can improve its operation and develop the manager of the future (Ingram, 1999). The rise in the global travel, market and environmental trends led to the internationalization of the hospitality industry. The globalization of business and lifestyles is characterized by communicating over vast distances in foreign languages, frequent travel to overseas countries, dealing in many currencies, and coping with a variety of political and social systems, regulatory environments, cultures and customs...
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...1.0Title THE IMPACT OF TOTAL QUALITY MANAGEMENT (TQM) ON CUSTOMER SATISFACTION AND COMPETITIVE ADVANTAGE The proposed title for this research study is The Impact of Total Quality Management (TQM) to achieve competitive advantage in the Hospitality Sector. The research will give a background of information and literature review on TQM practices and how it enhances customer satisfaction by offering effective customer service. It will present various methodologies and approaches that will be used to achieve the research objectives. Total quality management has been evolving in the hospitality business since quality assurance was introduced in the 1980s (Breiter et al 1995) 2.0. Introduction The hospitality industry is a service based industry as services are produced and consumed in real time and are inherently variable – from customer to customer, from provider to provider and from time to time for the same customer and/or the same provider (John 2003). Total quality management (TQM) in the hospitality industry has risen to amazing levels due to preferences, customer behavior and competition to retain and attract new customers. This has resulted in the demand for quality service thus necessitating the need to implement TQM strategies to have a competitive edge over other players in the industry. Acceptance of TQM strategies in the hospitality industry (Raj Kumar, 2005), with service quality being an important factor for growth and survival is an integral part to achieve success...
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...within its discipline Every hospitality organization confronts with errors which result in negative consequences for the business (e.g., faulty product, loss of time and revenue, customer dissatisfaction) (Van Dyck et al., 2005) and employees (e.g., stress and turnover intentions) (Guchait, et al., 2016). Error management culture involves organizational practices and procedures related to communication about errors, learning from errors, sharing error knowledge, helping in error situations, and quickly detecting, analyzing, and resolving errors (Van Dyck et al., 2013). Strong error management culture has been found to positively influence organizational and employee outcomes (Van Dyck et al., 2005; Guchait, et al., 2016). Work engagement refers to a positive, fulfilling, work-related state of mind that is characterized by vigor, dedication, and absorption (Schaufeli et al., 2002a). Research has indicated that low work engagement leads to negative work-related outcomes (poor performance and attitudes) (Schaufeli et al., 2004; Ram et al., 2011) Given the health and safety issues prevalent in the hospitality industry, it is important to identify factors that impact employee health. While previous research has identified burnout, job engagement and job empowerment as predictors of employee health, there are several research gaps in the hospitality industry area. Building on several research fields (psychology, business, health, and hospitality), the current research identifies...
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...UNIT 1: THE CONTEMPORARY HOSPITALITY INDUSTRY Get assignment help for this unit at assignmenthelpuk@yahoo.com LO1 Understand the current structure of the hospitality industry Hospitality industry: hotels; restaurants; pubs, bars and nightclubs; contract food service providers; hospitality services; membership clubs and events; brands and businesses Scale and scope: size; types of ownership; turnover; percentage of Gross Domestic Product (GDP); purchasing power Diversity: products and services eg food, drink, accommodation, conference and banqueting, leisure facilities; levels of service; customer base Organisational structure: operational areas eg food preparation, food and beverage services, accommodation services, front of house services; functional eg human resources, finance, marketing, research and development, security, maintenance Hospitality-related organisations and professional bodies: as current at time of delivery, to include People 1st, British Hospitality Association, Institute of Hospitality, British Institute of Innkeepers, Springboard UK LO 2 Understand staffing in the hospitality industry Staff types: functional specialists; operational; craft; skilled/semi-skilled/unskilled; supervisory; management; apprentices; management trainees; full time/part-time; casual; agency; foreign workers; volunteers Hospitality industry: hotels; restaurants; pubs, bars and nightclubs; contract food service providers; hospitality services; membership clubs and events Structures:...
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...internationalization of cultures, global flows of goods and services and increased competition. According to Cooper et al (1998), the crux of globalization is in the increase in world-wide business and trade between multi-national and trans-national corporations, irrespective of their geographical locations.” [ Mpofu : JBAS Vol. 1, No. 2, Sept. 2009 ]. Understanding it in an economic sense, globalization renders world-wide scope to changes in the Political, Economic, Social, Technological, Environmental and Legal ( PESTEL ) domains of national governments, resulting in increased inter-dependence amongst nation-states, inter-action and integration between peoples, and ease of conduct of business across geographically spread countries. In creating competitive environments and bringing about reciprocal benefits, nation-states co-operate in facilitating ease of travel, lifting trade barriers for movement of goods and services, facilitating conducive environments for conduct of business, easing entry-exit laws on legal movement of people across national boundaries, and embracing international labour-related laws to tap into human resource talent and filling gaps in labour short-falls. 1.2 EMERGENCE OF THE INTERNATIONAL HOSPITALITY INDUSTRY The globalization of travel creating demand for hospitality services in host countries can be said to be largely instrumental in the development and expansion of the international hospitality industry. The hospitality industry stands...
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...the international hospitality industry. In the recent years hospitality industry over the years has expanded their business all around the world. Big hotel chains such as Marriott’s and Accor group are opening their hotels in developing countries such as India, Singapore etc. The process of globalization has played a major role in expanding their profits and laying their business across their own boundaries. Majority countries, around the world have been trying to promote globalization through eliminating barriers and reducing taxes. However, there are various methods through which companies are trying to expand such as licensing, Exporting, joint venture and etc. Globalization has both the positive and negative effects, but over here we will be focusing more on the utility and positive side of the globalization. Globalization in hotel industry helps in giving exposure to various cultures. In the 21st century, with the increase in level of incomes for people in the developing countries, it has been seen that people are visiting the developed countries and they are trying to adopt western culture. The level of tourism has increased and people especially from the Asian counties are visiting developed countries such as US and Australia. They are now becoming more familiar with their culture and their food and are also adapting the same thing in their own country (Lee 2009). People from countries such as China and India are now adapting to western culture in their own countries...
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...needs change for a better work atmosphere. In other way around, the employers will be seeking new employees also. Mass consolidation has had an impact on cultural issues. Leadership teams now have a high focus on the evolution of the corporate culture with rigorous recruitment processes to ensure new employees fit the corporate ideal. The perceptions of hospitality industry work sit uncomfortably with notions of a knowledge economy. Tourism work has, historically, been calibrated in terms of its technical skills demands. This is most evident in the approach adopted by the International Labour Organization (1979) in their Taylorian breakdown of Hospitality work into individual, measurable micro-tasks that, in turn, can be re-built into a training curriculum and assessment instrument(Baum,1996). On the basis of this, hospitality, tourism and related service work has traditionally and widely been characterised as low skills (Shaw and Williams, 1994; Wood, 1997; Westwood, 2002) although this stereotype is challenged in the context of hospitality by a number of authors (Baum, 1996; Burns, 1997; Nickson et al., 2002; Baum, 2002, 2006b) on the basis that this represents both a technical and western-centric perception of work and skills. The Way Ahead:-The way ahead of developing Strategies for making a good working culture in the Hospitality Industry should be more focussed towards the developing of Skill (Po-Ju Chen and Youngsoo Choi, 2008).There are lot of things to be considered in...
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...submission of assignments Please complete all of the following details and then make this sheet the first page of each file of your assignment – do not send it as a separate document. Your assignments must be submitted as either Word documents, text documents with .rtf extension or as .pdf documents. If you wish to submit in any other file format please discuss this with your lecturer well before the assignment submission date. |Student Name: |Samara James | |Student ID No.: |22078393 | |Unit Name: |Tourism and Hospitality Research and Analysis | |Unit Code: |MNG00415 | |Tutor’s name: |Martin Young | |Assignment No.: |2 | |Assignment Title: |Research Proposal and Literature Review | |Due date: |April 11th 2014 | |Date submitted: ...
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...Management Science and Engineering ISSN 1913-0341 Vol.3 No.4 2009 Canadian Research & Development Center of Sciences and Cultures 12/20/2009 Http://www.cscanada.org Http://www.cscanada.net E-mail: cscanada.mse@gmail.com; caooc@hotmail.com Issues, Challenges, and Trends, that Facing Hospitality Industry WANG Jin-zhao1 WANG Jing2 Abstract: This article presents findings of issues, challenges and trends that hospitality industry might fact in the year ahead respectively. Top issues that will influence the global hospitality industry in the year ahead include sustainable development calls for green hospitality, labor cost, multicultural issues and higher education. Challenges that facing hospitality include will include operating issues, marketing issues, technological issues and economic issues. Identified ten key trends that, taken together, we believe will shape the hospitality sector this year and for years to come include rapid growth in vacation ownership, integration & globalization, new management. Key words: Issues; Challenges; Trends; Hospitality Industry 1. ISSUES IN HOSPITALITY INDUSTRY 1.1 Sustainable Development Calls for Green Hospitality Going green is a white-hot issue in the hospitality-design industry. People are beginning to look at sustainable solutions in a whole new way. The perception of green has changed; it has gone from a fringe movement to mainstream. As a sign of its sweeping popularity, one of the best attended sessions...
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...diversity 3 II.1. Advantages of cultural diversity 4 II.2. Disadvantages of cultural diversity 5 III. Organizational Culture 5 IV. Management strategies to overcome issues related to cultural diversity 7 V. Globalization 8 VI. Conclusion 9 VII. References 11 I. Introduction Immigration plays a big role in today’s business world. Especially the hospitality and tourism industry is highly affected, as this industry offers a large number of unskilled positions that can easily be provided to immigrants (Hearns, Devine & Baum, 2007). The intention of these workers who go abroad is mainly the chance to earn higher wages in the chosen foreign country (D’Netto & Sohal, 1999). According to these facts the workforce, especially in the hospitality industry, is becoming more and more diverse which can lead to either advantages or disadvantages (Kandola & Fullerton, 1998; Gröschl & Doherty, 1999; Kreitner, 2004 in Hearns, Devine & Baum, 2007). In order to overcome issues and conflicts related to cultural diversity, key authors such as Gundling & Zanchettin (2007), Primer (2000), D’Netto & Sohal (1999) , Graf (2003) and Lund (2003) have pointed out the possibility to implement diversity management strategies that help employees with the adaptation process. II. Cultural diversity Culture is a term that has many definitions in academia; Hofstede (2001) introduces culture as “the collective programming of the mind that distinguishes the members of one group or category of people from...
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...Cultural Inspiration on Service By Roberta Nedry, President, Hospitality Excellence, Inc. Aloha! Kia Ora! Hey y’all! Bienvenidos! Bienvenue! Saa wee da ka or Saa wee da krap! Welcome! What happens when these words of greeting from different cultures are uttered? What do we associate with those greetings and the people in those states or countries who say them? How do they impact us emotionally and do they change the way we perceive and receive our experience in that place? Cultures around the world have many insightful and practical traditions and styles that can benefit a service mindset and in turn enhance service delivery. Let’s take a look at certain cultural traits and their potential impact in today's hospitality world and guest experience management. Consider how hospitality and business leaders and their teams may adapt some of these cultural traits and examples to benefit their own teams in guest and customer interactions. Note how these examples may serve as inspiration and motivation for a stronger service culture and more engaging guest experiences. The Spirit of Aloha: The Hawaiian Style of Hospitality I had the opportunity to live in Hawaii as a young girl. While there, I studied and performed Hawaiian dancing which required me to be completely immersed in and part of the Hawaiian culture and in turn the Aloha spirit. My teacher showed me how to tell stories through my hands, my eyes and body language in each dance that she taught. I learned first hand how...
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...Title: LEADERSHIP AND MANAGEMENT ACROSS DIFFERENT CULTURES - HOTEL LEICESTER MARRIOTT, UK http://issuu.com/sanjaykumarguptaa/docs/project-report-recruitment-and-selection-process Table of Contents Introduction 1 Introduction to subject area 1 Background of the study 1 Literature Review 3 Critical evaluation of leadership theories 3 Compare and contrast of leadership style across different cultures 6 Critical evaluation of motivational theories 7 Compare and contrast motivational techniques across different cultures 8 Critical evaluation of theories for managing cultural diversity 9 Secondary research method 10 Primary research method 10 Interview 10 Findings and Discussion 11 Findings from secondary research 11 Managing diversified customers 11 Recommendations and Conclusion 13 Conclusion 13 Recommendations 13 References (Harvard Style) 17 Introduction Introduction to subject area It is a well known fact that success of the hospitality industry depends on the high quality services provided to the customer. It is the responsibility of the leaders to motivate and inspire employees to deliver a higher quality services for the success of the organization. With the increasing globalization, the leaders in the hospitality industry also come across through different challenges. Employees from diverse background, culture, and beliefs work in a hospitality industry. In this regard, it is necessary for leaders...
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...world including the hospitality and tourism industry need to enter into a cross-cultural alliance to become more effective due to globalisation having a significant impact on the personal characteristic in the workforce because of the increasing cultural diversity (Lloyd and Hartel, 2010). Ferraro (2005) argues that globalisation is not just a passing trend but has submerged acting as a replacement for the cold war system. Therefore this reflective portfolio aims to explore some of the theories surrounding cross-cultural behaviour in order to relate and understand the behaviours of the cultures in respectively Denmark and the US. However in order to do so, a definition of the meaning culture will be primarily discussed and what stereotypes Denmark and the US the authors carries toward both countries. Through the analysis and the information gathered from the theories, potential opportunities and difficulties will be identified between the two countries cultural diversity in relation to motivation, teams, communication channels and conflict and dispute resolution. Lastly, the essay will evaluate to author’s personal development and learning in the context of her own cross-cultural behaviour and understanding by comparing her stereotyping to the findings identified above, and to which areas she still needs to develop, into becoming an effective leader of today’s global society and hospitality industry. 1.2. Defining the Meaning of Culture The impact of culture...
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...International Journal of Hospitality Management 29 (2010) 720–728 Contents lists available at ScienceDirect International Journal of Hospitality Management journal homepage: www.elsevier.com/locate/ijhosman Does workplace fun matter? Developing a useable typology of workplace fun in a qualitative study Simon C.H. Chan ∗ Department of Management and Marketing, The Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong a r t i c l e Keywords: Workplace fun Useable typology Qualitative study Hospitality industry i n f o a b s t r a c t A fun work environment is a positive atmosphere for organizations to attract and retain employees. This study identifies the significant factors of workplace fun and develops a useable typology of workplace fun activities in the hospitality industry. A qualitative case study with grounded theory approach was used by conducting interviews with ten hotel human resource (HR) practitioners in the People’s Republic of China. The results identified four “S”s of workplace fun factors, namely: (1) Staff-oriented workplace fun, (2) Supervisor-oriented workplace fun, (3) Social-oriented workplace fun, and (4) Strategy-oriented workplace fun. This study provides a roadmap to guide future hospitality management research in workplace fun domain. © 2010 Elsevier Ltd. All rights reserved. 1. Introduction As the jargon goes, “Happy Employees Produce Happy Customers.” (Wong and Ko, 2009, p. 196) There is a great challenge for organizations...
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...Question 1 The managers of Shangri-La believe that superior service is key to their differentiation strategy and they work to build a strong, service-based culture to ensure that each employee delivers service the “Shangri-La Way.” This culture encourages employees to go the extra mile and emphasizes the importance of acknowledging and fixing mistakes when made. The culture also encourages employees to take responsibility for customers’ satisfaction. Shangri-La Philosophy was to develop local talent to world class expectation. The company launched its culture training program. * Care Module 1: Shangri-La Hospitality from caring people. * Care Module 2: Delighting Customer * Care Module 3: Recover to Gain Loyalty * Care Module 4: Take Ownership The three-tier compensation structure was designed to support organizational goals at various levels. At the first level, compensation included a salary and a bonus. The bonus was tied to financial results to help hotels reach goals. Compensation for the second tier, level two and three employees, was linked to financial results and, more specifically, to customer satisfaction and customer loyalty scores, which were key indicators of how well Shangri-La executed its strategy. In the third tier, level four and five employees, there was a common bonus pool that linked compensation not to individual performance, but to an overall company performance. Shangri-La’s five-level organizational structure was also supportive...
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