Thesis (MTech (Teacher Education ))--Cape Technikon, Cape Town,1997 / This study is aimed at instructional design for training tourist guides in order to specifically enable them to accommodate the requirements and expectations of "new" South African tourists wishing to join a package tour. The latter refers to those citizens who have previously been excluded from tourism destinations and/or attractions because ofracial regulations ofthe past.. The traditional role ofthe tourist guide and the present-day modus within which it has realised, have been examined reaching the conclusion that the designation "tourist guide" means far more, now focusing on being an educator and culture broker. This new role requires a new and innovative training. Although training courses for tourist guides do exist, these courses do not equip guides to act as culture brokers, mediating between tourists and hosts or host destinations, nor between foreign tourists and all facets ofthe diverse South African culture. Tourist guides occupy key positions in the tourism industry. They make the work of tourism planners, marketers, developers, travel agents and tour operators accessible to tourists. This implies unfolding reality to tourists, setting professional standards and interacting with local communities. This comprehensive role is often not attained as desired because those accepting the responsibility for it are not sufficiently trained, indeed not when the needs and expectations of "new" domestic tourists are considered. The abovementioned curriculum design was launched with a needs assessment to determine the needs of"new" domestic tourists, as only the needs and expectations ofwhite, traditional, indeed.

D.Phil. (Geography) / Geographical research, with its central concerns on place, space and the environment has been an important element of the growth and consolidation of tourism studies. Recent geographical research in tourism has investigated a variety of issues. Several areas where the contribution by geographers is notable include: destination planning and management, innovation, tourism entrepreneurship, human mobility, conservation and bio-security, international business, poverty reduction and pro-poor tourism and global environmental change. The movement of people away from their place of permanent residence creates a demand for lodging and other services in order to satisfy their tourist needs. The establishment, evolution and upgrading of the commercial accommodation sector, which includes hotels, guest houses, bed and breakfasts, backpacker hostels and home-stays, is an important research area for tourism scholars and geographers. Accommodation provides a temporary home for the tourist and different accommodation types, notably hotels, assume an important function in cities. Notwithstanding the central role played by hotels, the hotel sector is under researched within the disciplines of economic geography, urban studies and tourism scholarship. Since 1990 and the upsurge in tourist arrivals, scholarship on tourism research has become a prominent avenue of enquiry for South African geographers. Whilst there has been some research on mainly small forms of accommodation, the hotel, which is the most visible expression of tourism has been largely ignored. This thesis provides a contribution to the neglected issues regarding the production or supply of accommodation. The broad goal of this investigation is to understand and investigate the fundamental restructuring which has taken place in the South African hotel industry over the period 1990 to 2010. This restructuring of the hotel sector involved a set of both structural and spatial changes. The study period begins with the demise of apartheid and South Africa’s re-entry into the international tourism economy and ends with South Africa’s hosting of the 2010 FIFA Soccer World Cup. This study provides a detailed analysis of the changing structure and spatial organization of the hotel sector in a developing tourism economy. It further investigates the hotel as a type of property asset class and undertakes an analysis of the drivers of the changing structure of hotel development. The study then investigates the appearance and growth of the phenomenon of market segmentation in the South African hotel industry. The research further seeks to interpret the spatial changes occurring in the hotel sector at both the national and intra-urban scale of locational choice and finally explores the different geographies of hotel change as differentiated by factors of hotel quality, size and segment. This thesis seeks to re-dress the gap in knowledge of the South African hotel sector, whilst acknowledging that additional avenues of hotel research require further investigation.

Over the past few decades, customer satisfaction, customer retention and policies and procedures to sustain the above mentioned, have earned great amount of lip service. The importance of satisfied customer percentage have been emphasized by theories even longer before the best advised companies have done so. It is only recently, on the eve of the Soccer World cup 2010 that the issue has been narrowed down to truly hard relationships and one hard question: “Will the guest visiting the hospitality establishment frequent the hotel?” Two vital financial catalysts were used as basis for customer retention. The first is that of old customer’s costs much less than acquisition of new ones and the profit generated from the retained customer must therefore handsomely exceed the harvest reaped from the new clientele. Retaining customers have become an intangible asset in the sense that their value demonstrates the return that is won by successful efforts to satisfy the customers so greatly that they and their custom literally and figuratively stays with you. South Africa has lured even the loneliest traveller to the scenic beauty that is cradled by the country and its surroundings. When taking the former into consideration, South African businesses have enjoyed an increased appreciation and application of Business Management and its accompanying principles. The hospitality industry should therefore embrace the business management principles with specific emphasis on Total Quality Management (TQM); providing managers with the capacity to think strategically about the organisation, its business position, how it can gain sustainable competitive advantage and how its business management strategy can be implemented and executed successfully. The latter forms the basis for ensuring the smooth running of operations and ultimately, ensuring guests have a wonderful experience at the particular establishment. There is a strong belief that lodging facilities in the Garden Route area has experienced low customer retention due to a lack of comprehensive implementation of Total Quality Management principles which impedes on the establishments to reach their optimum profit levels. It is for this reason that this thesis will argue the importance of the systematic client retention as a strategic mandate in today’s service markets. Commercial reality demand long and lasting relationships that are beneficial to both the hospitality related establishment and their customers. The hypothesis used is the application of Total Quality Management as a Business Management Strategy which will facilitate customer retention in hospitality related industries such as hotels situated in the Garden Route area. Research shows that service expectations of customers and potential customers have escalated. Hospitality businesses found that implementation of quality processes to be a vital competitive component. However, many hotels are still struggling to reach a real understanding of what is meant by TQM. The research data indicates that 93 percent of hotels in the Garden Route do not follow a TQM program although all the hotels were familiar with the concept. This might be the reason why most hotels neglect customer retention activities. The literature reviewed in chapter two considers the customer retention activities evaluated in the questionnaire as important to retain guests. Hotels in the Garden Route do not perform these activities to the extent of success. Hotel managers thus know what to do in order to retain guests but the problem is quite simple, they do not always implement the necessary strategies.

The significant growth in the South African tourism industry in recent years has placed much focus on the hospitality sector in the country. The hospitably sector performs a vital role in the South African economy, as is the case globally, to provide accommodation to international and national tourists. Guest houses in particular have become one of the fastest growing components of the South African tourism industry. However, operating a guest house is not merely providing a bed, shower and breakfast facility for which a client pays and hopefully returns again in future. Rather, it involves significantly more than providing physical amenities. Not only does a potential entrepreneur require a suitable facility in a well-positioned location, but guest house owners and management must adhere to various strenuous safety, security and service measures, as well as municipal by-laws, in a tough and ever-changing business environment. The central theme and the main objective of this study was to investigate the safety, security, service and legal measures that need to be adhered for the successful management of a guest house in the Nelson Mandela Bay Metro. Together with an outline of the various steps required to start a guest house, a sub-objective was to compile a guest house manual that can be used by new and existing guest house owners and managers to improve their business. The target group was divided into two sections, namely guest house owners and managers on the one hand, and guest house clients on the other - hence two separate questionnaires were developed and used as measuring instrument for the empirical study. The results revealed that clients in the Metro are in general satisfied with the service they receive and safety they experience when staying in guest houses in the Metro. The premises are mostly neat and clean, the towels and bedding are regularly replaced and clean, while the parking bays are sufficient and safe, staff members friendly and approachable, and bookings are done promptly. Over and above the different by-laws to observe, it is the duty of owners and management to provide clients with a safe, secure environment with excellent service, and with sufficient lighting at the entrances, parking and reception areas. All staircases should be steady and iv non-slip, and swimming pools should have secured fencing around and/ or should be covered by safety nets. Staff should follow the correct procedures in emergencies, while concerted efforts should be made to adapt guest houses for the specific needs of disabled and elderly clients. To prevent the outbreak of food poisoning, and to ensure personal and kitchen hygiene, as well as the correct storing of food, are other important responsibilities of owners and management. Therefore, for a guest house to be managed successfully, the owners and management must take into consideration the required safety, security, service and legal measures.

Thesis (MTech (Tourism and Hospitality Management))--Cape Peninsula University of Technology, 2017. / The hotel sector has been identified as experiencing the largest numbers of employees leaving their jobs within a short period of employment when compared to other sectors of the economy. The large number of employees leaving hotels within a short period of employment is perceived as detrimental towards business’ success. This research is about testing the strength of the relationship between employee retention variables and employee retention in hotels in Cape Town, South Africa. The researcher firstly consulted literature (secondary data) in order to understand the hotel employee retention phenomenon. From the literature findings, the objectives of this research were formulated. The research objectives were built based on the literature findings in order to assess the strength of relationships between employees’ perceptions of employee development, employee compensation, work engagement, good working relationship between line managers and subordinates, long working hours on the one hand; and employee retention in the hotel sector on the other hand. As the research aimed at testing relationships between variables, a quantitative research method was deemed the appropriate approach. Structured questionnaire surveys, using non-probability sampling, were applied in the form of a convenience approach. Hotels willing to participate in the study were selected, as Cape Town has a large population of hotels. Data for this study was collected over a period of ten months. A bivariate analysis was applied in this research in the form of correlation and Chi-square tests, after descriptive statistics were done. Reliability tests also measured the level of internal relatedness of the variables used to explain employee retention and related constructs. The variables and constructs used in this study were tested for relationships. The major results showed that there are highly significant relationships between employee retention, on the one hand, and employee compensation, employee development, working relationship, work engagement, and working hours, on the other hand.

Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2017. / The study identifies and examines evidence on how customer loyalty is influenced by hotel product innovation. This examination helps to understand differentiation and the competitive benefits of innovation in product and loyalty for such innovation. The innovation influence provides rationale to extend product innovation as a strategy to differentiate, compete, and gain loyalty in the hotel industry. With increased competition in the hospitality industry, the examination of hotel product innovation becomes imperative for both practical and theoretical relevance. This examination was done using a survey method to collect data from 242 travellers who visited Cape Town, stayed in a graded hotel, and visited Kirstenbosch Gardens during the period of the study. This quantitative survey was supported by data triangulation approach with respondents chosen using systematic random sampling. The semi-structured questionnaire comprised mainly closed-ended and a few open-ended questions. The study found that hotel product innovation has greater influence on customer loyalty and hotel choice. However, not all product innovations have the same level of influence, and not all influences are statistically significant. Therefore, the degree of influence was found to be a useful enabler of competitive and loyalty strategy in the hospitality industry.

Thesis (MBA)--Stellenbosch University, 2012. / Coopetition is the simultaneous cooperation and competition amongst competitors (Gnyawali & Madhaven, 2001); the objective being mutually beneficial results (Oxford, 2012). It is a fairly new concept and has not widely been applied to the hospitality industry. Most of the research that exists on this topic relates to destination marketing, cooperation or competition in tourism and hospitality; very little looks at coopetition. The current economic situation, and as its negative impact on the hospitality industry in South Africa, has provided a need to explore how hotels are able to work together in order to retain their position in the market as well as gain a competitive edge over one another and other markets. The primary objective of the research report is to contribute to coopetition theory, specifically in the hospitality industry. The study is based on research of the interaction between the network of fivestar hotels in Cape Town. It explores their relationships with one another and with other hotels in South Africa. The secondary objective is to answer a number of subordinate research questions which provide insight into the factors that promote or hinder coopetition. It considers the reasons for coopetition, the role of third parties in the relationship, the impact of geographic location on these relationships, amongst other factors. The results of the study have provided insights as to how factors internal and external to the organisations impact their willingness to cooperate with their competitors. The study determines reasons for coopetition, activities where it is present and shares the impact of the coopetitive initiatives to date. It confirms some of the existing theory and highlights areas where there is scope for future research.

M. Tech. Food and Beverage Management / The South African labour market has been characterised by poor job creation over the past decades. As a result, the market has failed to absorb number of graduates. The purpose of this study was to determine the perceptions of the hospitality graduates when seeking employment in the hospitality industry. The study aimed to measure the number of hospitality graduates still pursuing a career in hospitality 3-5 years after graduation. The results indicated that most of the Tshwane University of Technology graduates were employed in the hospitality industry. The majority of those that had left the industry were employed by government. A large number of graduates were dissatisfied with their entry-level positions, career progression, working conditions and fringe benefits in the hospitality industry. Over 51% of hospitality graduates indicated that they would advise other person to study for a career in hospitality management. However, 64.8% of graduates said they would not consider studying a hospitality management if they were to undertake studies again. Working conditions in the hospitality industry need to improve so that graduates will be retained.

Thesis (MTech (Marketing))--Peninsula Technikon, Cape Town, 1997 / The quality of service that is currently being offered by restaurants in the southern suburbs of Cape Town does not consistently meet with the service expectations of consumers. This results in the formulation of a negative perception of service quality. A knowledge of customer expectations is critical in delivering quality service and largely determines the success or failure of service-oriented organisations. One of the maj or challenges facing restaurants is meeting or exceeding the everincreasing expectations of consumers as this determines whether consumers are satisfied or not. It is therefore important to assess the current state of service quality within restaurants. In this study the Servqual model, which is one of the most widely used tools in measuring service quality, was used· to assess the service quality within restaurants. The Servqual model is a questionnaire which can be modified in order to measure service quality within a specific service industry. The model consists of a set of twenty-two statements measuring the expectations of consumers and a matching set of twenty-two statements measuring the perceptions the consumers have of the service quality that they have been exposed to. The consumers then indicate their responses on a Likert-type scale, which accompanies each statement. There is no immediate solution to improving the poor perception of service quality that exists, as any service quality programme is a long-term process that needs to be systematically implemented.

Thesis (DTech (Tourism and Hospitality Management))--Cape Technikon, 2003. / Many scholars in the social sciences, especially in the Hospitality industry have seen many changes over the years, based on research conducted in the workplace. Skills seem to be a popular research agenda. The literature is rich on how changes have occurred overtime in the hospitality industry workplace. With such a competitive environment this industry is functioning, it is important that entry level employees or current employees in the workplace possess a variety of non-technical skills. Once attained, these employees, will benefit the Hospitality industry, as happy clients / guests, will return, which will create a profitable workplace. It is vitally important that tertiary institutions pay specific attention to students and graduates, that they obtain non-technical skills, via co-operative education programmes, with a focus on the real employment world outside of education. This will equip them to find a job that could be satisfying and rewarding. Industry on the other hand should identify important non-technical skills and conduct on the job training, inducing such skills. The researcher found that the need for willingness to adapt and eagerness to learn was a consistent theme. The non-technical skills of communication, teamwork, initiative, problem solving and decision making were also highly valued. Respondents were dissatisfied with the quality of entry-level employees beginning their careers, especially graduates who lack non-technical skills. A need was seen for a long-term view of preparation of young people for work, beginning with parents and guardians, who should lay the foundations. Alongside them, educators should be fostering good attitudes and a love for learning, as well as lecturing verbal, numerical and other specific skills. Successful co-operative education programmes often could involve three key role-players, that of employers (managers / supervisors), students / graduates in this context and the tertiary institution they are studying at Technikon’s providing vocationally orientated co-operative education programmes, therefore need to continually examine what skills employers (managers / supervisors) consider to be important with regard to the skills required by students, entering the workplace. This research study revealed that there is a gap between the skills that students acquire in their formal studies and what employers (managers / supervisors) require. If this need is not recognised, the programmes, institution and students will suffer. The study is aimed at making a contribution towards co-operative education programmes in Hospitality and Tourism at technikons by identifying what non-technical skills the Border Technikon is not addressing. It was found that the skills not being adequately addressed fall in the non-technical skills category. The study identifies the non-technical skills required by employers (managers / supervisors) of Border Technikon Hospitality and Tourism students undertaking experiential learning.