This multi-method study investigated the relationship between the dimensions of organizational learning, organizational innovation and organizational climate in the Australian Hotel Industry. The hotel industry was chosen as it is highly labour intensive and serves as a suitable environment to test the three dependent variables that are closely employee related. Data was collected from a total population sample of 800 respondents, employed in 50 hotels, which included 45 from a large International Brewery Group located in Melbourne and 5 independent hotels. The response rate was 75%. Organizational learning was measured using, the 34-item Organizational Learning Profile (OLP) scale (Pace et al, 1997) containing the four dimensions of OL (Achievement Mindset, Learning Practices, Information Sharing Patterns, and Inquiry Climate) was used. Organizational Innovation was measured using the 24- item Workplace Innovation Scale (WIS) (McMurray and Dorai, 2002) containing the four dimensions of Innovation (Organizational Innovation, Innovation Climate, Team Innovation and Individual Innovation). Organizational Climate (OC) was measured using the 40 item Koys and DeCotiis (1996) scale containing the eight dimensions of support, autonomy, pressure, cohesion, recognition, fairness, innovation and trust. Statistical analysis was carried out using SPSS (v.10) and qualitative data was analyzed using theme-category analysis. This study contributes to the management literature and extends the existing knowledge on learning, innovation and climate. Specifically the results show that the dimensions of organizational learning, innovation and climate are predictors of one another and it establishes a significant relationship between the dimensions of learning, innovation and climate. Furthermore, this study found that Workplace Survey is a valid and reliable scale to measure learning, innovation and climate. The recommendations made in this study will help management understand the importance of learning and innovation in the workplace. In turn, this will improve the organizational climate by facilitating learning and innovation among hotel employees.

This research project has explored the issues surrounding East Gippsland Institute of TAFE's (EGTAFE) inability to expand the training in Hospitality and Tourism (H&T). EGTAFE is a small regional public provider of training covering a large area in regional Victoria and it has a pivotal role in the provision of knowledge and skills to assist Gippsland's transition to an innovative economy (www.egtafe.vic.edu.au/corporate/corporate). During this project discussions were held with a variety of stakeholders, namely local business owner/operators in the H&T Industry, researching issues such as industry skills requirements and also employers perception of EGTAFE. Action Research was employed as the methodology of this research project, as the cyclical process of planning, acting, observing and reflecting has facilitated the understanding and development of improvements to practices across the Hospitality and Service Industries (H&SI) team. Interviews, questionnaires and workshops were all part of the data collection method. As a result of this research project the main outcomes that have emerged are 1) a better understanding of the needs of employers and employees; and 2) the development of a strong collaborative partnership with employers. Due to the connections with industry that were made because of this research project, the H&SI team is now in a position not only to deliver industry skills requirements, but also to be a partner in the process.

The hospitality and tourism industry is an increasingly important part of the New Zealand economy, contributing almost nine percent of the Gross Domestic Product in 2008. One of the key concerns regarding this part of the economy is the impact of a tight labour market and intense skill shortages on its ability to maximise returns from tourists. Labour turnover rates have been extremely high in the hospitality sector over the past few years and this has contributed to the intense labour market pressures affecting this industry. Hotels have suffered particularly high turnover rates in the past few years and exit interviews have been one of the tools that Human Resource Managers used to try and gain data about employee reasons for leaving. This study looks at exit interviews as a source of data on the causes of labour turnover in two New Zealand hotel chains. The aim of this study was to analyse hotel exit interview data in order to identify significant patterns that might illuminate the causes and potential moderating factors of labour turnover in New Zealand hotels. In addition, the study aimed to analyse the processes used to gather exit interview data in order to evaluate the efficacy of exit interviews and see if any practical recommendations could be made regarding the use of exit interviews to address labour turnover. A qualititative, triangulated research methodology was applied in order to analyse the data generated from over 4500 exit interviews, from 17 hotels, in two New Zealand hotel brands. The interviews cover six years of exit interview gathering. In addition, in depth semi-structured interviews with six hotel Human Resource Managers were used to gain insight into the practice and perceptions around exit interviews. The study found that despite considerable application of time and resources, hotels gain very little benefit from the exit interview process. Several issues are identified as bringing the efficacy of exit interviews into question, including power imbalance between interviewees and interviewers, language and cultural concerns, and the impact of psychological contract breaches on the employment relationship. In addition, the study found that even when opportunities for organisational improvement did arise from exit interviews, little or no action was taken by the hotels in question. The study concludes that there is insufficient benefit to the hotels given the costs of exit interviews and suggests that other forms of employee feedback, such as engagement surveys may be more efficacious in addressing labour turnover.

Thesis (M.A. (Pastoral Studies)--North-West University, Potchefstroom Campus, 2008.

Thesis (M.S.)--University of Delaware, 2006. / Principal faculty advisor: Srikanth Beldona, Dept. of Hotel, Restaurant, & Institutional Management. Includes bibliographical references.

The socio-economic changes and the population growth concentrated in cities in the U.S. have resulted in increasing interest in urban life that combines living, shopping and work in one centralized location. This type of area, called a mixed-use development, meets the needs of changing American lifestyles. To build successful retail businesses in the mixed-use developments, more information must be identified concerning key retail success factors. Based upon this need, this study examined the town center mixed-use development through case studies. The scope ofthe study included identifying successful town center mixed-use developments in the U.S., identifying locations for each case study analysis, conducting surveys of retailers, consumers and property managers, and analyzing results for consistent responses. The consistent responses by retailer, consumer, and property manager perceptions of store attributes and SWOT analyses were used to determine key success factors. These key success factors were separated into development attributes, store attributes, and target consumer attributes. Although the key success factors are simple in nature, the data from all three respondent groups unite to validate and add emphasis to the review of related literature. lltilizing these key success factors can assist in differentiating the town center and individual stores front the competition and in creating a desirable environment where customers return frequently. The model can be used in the development, planning and implementation strategies for future town center mixed-use developments.

The professional fine dining kitchen has predominately been the domain of male chefs. The purpose of this study was to look at what factors affect chefs, especially female chefs, in the development of their professional careers. I interviewed 12 professional female chefs and five male chefs in New York City and Atlanta, in various stages of their careers, in order to gain a better understanding of the difficulties faced by chefs. Through my research I learned that although women face devaluation from their male coworkers, they also face stigmatization from their female coworkers. This research provides insight into changes that need to be made in order for women to more successfully navigate the culinary industry as well as women in other male-dominated professions.

The hotel industry prides itself in its welcoming attitude towards its guests by offering hospitality, comfort and privacy. At the same guest safety and security has been argued to be of primary concern in the industry. The aim of this thesis is a) to study how hoteliers develop and implement risk management plans and procedures to ensure safe hotel operations, and b) to study how it is possible to gap the bridge between providing hospitable services, which at the same time are safe and secure. A qualitative, cross-case study has been applied. The study builds on theories composed primarily of established step-by-step risk management processes. In-depth interviews were carried out with four managers at different hotels across Sweden. The study found that the hotel industry in Sweden lacks a common risk management framework for which to implement consistently and coherently. A common framework would enable hotels to embrace risk management and be able to utilize it in their operation. Furthermore, it was found that risk management ought to be integrated in all organizational activities and processes. It should not be an isolated event, but rather implemented on an on-going basis. It is imperative for hoteliers to realize that hospitality is not only related to offering qualitative services, but also that ensuring guests of their safety/security is a major part of the overall service. In addition, providing hospitable services that are safe at the same time necessitates that risk management is implemented consistently by regularly aiming to raise current standard. Hence, continuous improvement ought to be of fundamental importance in any organization that is fully committed to risk management. This thesis, therefore, suggests a model that interlinks risk- and quality management.

This essay is concerned with the workings of hospitality towards the other in J.M. Coetzee’s novel Slow Man. The reading proposed here is that the bicycle accident which befalls protagonist Paul Rayment on the novel’s first page, costing him his leg and a large portion of his previous vitality, renders him momentarily “unstrung,” understood here as a state of passive openness to the unknown, of absolute  responsiveness or hospitality towards the other. The other is here defined as that which is—more or less—ungraspable in the self, in another being or in an unexpected event. A key argument put forward is that the accident also accentuates Paul Rayment’s enduring sense of unhomedness, his alienation in relation to body, language and self. The desire for home or belonging with other people brings about deliberate acts of hospitality on his part, as he tries to find a home for himself by inviting others in. The essay examines how these two strands of ideas—being unhomed and being unstrung—intersect in moments of hospitality in Slow Man, and reflects on how hospitality can and cannot succeed in creating a home for the subject. Theories of hospitality by Jacques Derrida, Derek Attridge and Mike Marais are discussed and serve as inspiration to the reading.

The link between heritage and hospitality dates back hundreds of years. However, there are no firm rules that manage this old relationship. The research tackles the concept of ‘heritage hospitality’ as a new concept; which represents a managed heritage-hospitality link through the application of traditional heritage and traditional hospitality in hotels. This study addresses the relationship between heritage and hospitality at selected hotels in Siwa oasis in Egypt. Relationships between indigenous peoples and hotels, heritage and hospitality, hotels and heritage tourism, the possibility of applying the ‘heritage hospitality’ concept and the present status of heritage application in Siwan hotels were explored to achieve the research goal of providing a balance between commercialization and authenticity in hospitality. Field observations, a questionnaire survey, key informant interviews, and a focus group discussion were conducted in Siwa from October 2, 2010 to October 21, 2010. The present status of heritage application in Siwan hotels has been documented in this study. Although Siwa oasis is rich in both cultural and natural heritage, Siwan hotels utilize only one aspect of the cultural heritage: tangible cultural heritage. Thus, Siwan hotel operators may invest more in quality heritage presentation in order to contribute to the preservation of Siwan heritage and to earn more money. Authenticity is important to the enhancement of the link between heritage and hospitality. However, it is necessary to combine both old and modern practices in a balanced approach. This research contributes to practice and to conceptual and empirical understanding of heritage-hospitality nexus and, hopefully, will inspire more research on balancing authenticity and commercialization in hotels, particularly in developing countries like Egypt.