The study proposes to clarify what are the general training and further education needs of personnel who intend to enter a career in the Catering, Restaurant and Liquor Sales sectors of the Tourism and Hospitality Industry, and those who are already employed in one of the sectors. The study also proposes: 1. to identify the immediate training needs to meet the specific current requirements of the Industry in the ACT and surrounding districts; 2. to ascertain the perceived future requirements to allow for the provision of relevant training and further education facilities to meet the challenge of tomorrow. It is also hoped that the results of the needs analysis will assist curriculum planners in the formulation of accurate educational objectives to assist the construction of valid programmes of study leading to employment into the Industry.

Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 200

University of Macau / Faculty of Social Sciences and Humanities / Department of English

This thesis aims to look closer upon how hotels manage electronic Word of Mouth and suggests potential strategies. Focus is being put on online guest reviews and the researchintends to study the impact of online reviews in the hospitality industry as well as defining the possibilities and challenges. The aim is not to make generalizations for the entire industry, but to be a suggestion for how to manage online reviews. Case studies have been performed withsix different hotels with different characteristics, to be able to answer the research questions. In order to provide an understanding of the topic, theories concerning e-Word of Mouth marketing, has been chosen. The traditional Word of Mouth and electronic Word of Mouth isdefined and the possibilities/challenges are explained. Theories on management of online reviews are also presented in the thesis. The empirical research has shown that e-Word of Mouth is still a new phenomenon in the hospitality industry. However most respondents agree on the influence of online recommendations which make it important to monitor and track them. The main possibility of managing online reviews is the chance of increased revenues and the ability to create brand awareness. It helps hotels to understand the needs of their customers. However challenges of sincerity and the big amount of information that is needed to control, are problematic. The research has shown that only few respondents work actively with some type of e-Word of Mouth. These results have provided the thesis with suggestions on management of online reviews.

Thesis (M.L. Arch.)--University of Pretoria, 2003. / Includes bibliographical references.

D. Tech. Food and Beverage Management / The low entry barriers to the restaurant industry have given rise to an extremely competitive business environment. In this volatile business sector it is of utmost importance that a strategy of quality differentiation be implemented. In most international sectors of the tourism and hospitality industry customers rely on grading systems to give them some indication of what quality they can expect at a certain price. South African restaurants, that form an integral part of the hospitality industry, however are not rated according to a nationally accepted grading system. Important aspects of a quality differentiation strategy are Total Quality Management, benchmarking and service quality management. This project was aimed at establishing a grading system that would inform customers as well as restaurateurs of expectations of restaurant quality. The researcher conducted this study to ascertain which criteria restaurateurs regard as important factors influencing the customer's restaurant selection.

The tourism industry has emerged as one of the key economic drivers in Africa and remains as one of the few growth industries in the world. The industry has well-documented, significant socio-economic and environmental impacts, many of which are not positive and result in enduring problems at destinations. This is particularly acute in countries such as South Africa where socio-economic inequities are high and historical patterns of development have resulted in most people being marginal from the tourism sector. The accommodation sector is one of the main players in terms of tourism and benefits the most from this industry. However, very few studies have critically examined this sector in terms of environmental management. It is the lacunae in the research that this study aims to address. The main objectives of the study were to investigate the nature and extent of environmental management in hotels and lodges in KwaZulu-Natal, South Africa. The primary data collection was undertaken via the use of surveys to 60 accommodation managers and 400 hotel guests. In-depth interviews were also undertaken with key tourism industry stakeholders. The main findings of the research indicated that although participants were aware of the detrimental environmental impacts of the accommodation sector, environmental management programs were very much in its infancy. Hotel managers were enthusiastic about environmental management but were unable to implement environmental programs and actions due to a number of challenges and constraints. Environmental issues were also not a high priority for hotel guests in the study. The study concludes that environmental issues in the accommodation sector needs to be re-examined and measures need to be put in place to address the sector’s negative impact on the environment. / Thesis (Ph.D.)-University of KwaZulu-Natal, Durban, 2013.

The White Paper on education states that students should be employable after graduation / Thesis

Darbo tikslas: identifikuoti apgyvendinimo sektoriaus kontaktinių darbuotojų stresorius, bei streso valdymo priemonių veiksmingumą. Darbo uţdaviniai: 1. Išanalizuoti streso darbe atsiradimą ir valdymą. 2. Atskleisti apgyvendinimo sektoriaus kontaktinių darbuotojų stresinės veiklos aplinką. 3. Identifikuoti apgyvendinimo sektoriaus kontaktinių darbuotojų stresorius. 4. Išsiaiškinti apgyvendinimo sektoriuje naudojamų streso valdymo priemonių veiksmingumą kontaktiniams darbuotojams. Tiriamasis klausimas: Kokie stresoriai kelia stresą Kauno miesto viešbučių kontaktiniams darbuotojams ir kokios streso darbe valdymo priemonės vertinamos veiksmingiausiomis? Svarbiausi rezultatai ir išvados: Apgyvendinimo sektoriaus kontaktinių darbuotojų veikla pasiţymi didele streso susidarymo tikimybe, nes atliekamas stipraus emocinio pasiruošimo reikalaujantis darbas, atsakoma už labiausiai nenusakomą verslo elementą – klientą ir neretai keli darbai atliekami vienu metu. Empirinio tyrimo rezultatai atskleidė, jog apgyvendinimo sektoriaus kontaktiniams darbuotojams labiausiai stresą sukelia darbo kontrolė, atsakomybė už kitus darbuotojus, vaidmens neapibrėžtumas, darbo sąlygos bei darbo krūvis. Veiksmingiausiomis streso valdymo priemonėmis vertinta socialinė vadovų ir kolegų parama, tinkama komunikacija, darbuotojo žinių, įgūdžių atitikimas darbo vietos reikalavimams, įtraukimas į sprendimų priėmimą ir karjeros valdymas. / Purpose: to identify stressors of frontline employees in hospitality industry and effectiveness of stress management interventions. Objectives: 1. To analyse the occurence of work-related stress and its management 2. To reveal how stressful the frontline employees„ activities in hospitality industry are 3. To identify the stressors of frontline employees in hospitality industry 4. To find out the effectiveness of organisational stress management interventions. The research issues: Which stressors cause stress for hotel front-line employees in Kaunas and which stress management interventions are valuated as the most effective? Findings: The environment of frontline employees in hospitality industry characterizes with a high probability of the formation of stress, as the work requires strong emotional preparedness, responsibility for the most indescribable element of business - the client, and ability to carry out few works at once. Empirical results of the study revealed that the stress of frontine hotel employees is caused by job control, responsibility for other workers, the uncertainty of role, working conditions and workload. The most effective stress management interventions were rated as social support from colleagues and managers, adequate communication, employee knowledge, skills, matching job requirements, participation in decision-making and career management.

Extensive research on burnout in different occupational fields has taken place internationally. However, no studies on waitrons in South Africa have been performed, while this is an occupational group seemingly facing high emotional strain in interaction with customers. The aim of this study was to determine the relationships between burnout, coping, engagement and health in the hospitality industry. In doing so the researchers would be able to advise the industry on how they could help in preventing burnout among waitrons as well as enhancing their work engagement. A random sample using a survey design was used. The sample consisted of 150 waitrons in restaurants and coffee shops in Potchefstroom, Northwest Province. The Maslach Burnout Inventory - Human Services Survey, the Utrecht Work Engagement Scale, the Cybernetic Coping Scale and the General Health Questionnaire were administered. The reliability of the measuring instruments was assessed with the use of Cronbach alpha coefficients. Descriptive statistics were used to analyse the data. Correlations and multiple regression analyses were used to assess the relationship between burnout, coping, engagement and general health. Findings indicate that in terms of burnout, the health of waitrons is predicted by their perceptions of accomplishment, having an avoidant coping strategy or favouring symptom reduction as coping strategy. Also, the interaction of their emotional exhaustion with the coping strategy of symptom reduction, as well as their feelings of accomplishment in interaction with having an accommodative coping strategy, predicted health. Findings indicate that in terms of engagement, experiencing high levels of energy in their work, being dedicated to their work, and not having an avoidant coping strategy or avoiding addressing the symptoms of stress was related to waitrons' health. Recommendations for future research were made. / Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2007