The aim of the dissertation titled the issue of tertiary education in the fields of hospitality and gastronomy is to justify a cultural and social importance and need for developing disciplines - Hospitality and Catering at the college/university level. Sub-objectives judge the current state of professional education in the studied area. The main output is the concept of professional standards in defining key competencies and sample profile of a graduate of bachelor and master study programme of the examined field. The combination of several methods and techniques was used for the processing of this study - a comparison of higher education environment in the analysis field in the Czech Republic and Europe, including survey results from 556 respondents, observation and personal interviews. Results of the evaluated analysis and synthesis helped to formulate conclusions. The educational model for higher levels of hospitality and catering allows modifications within the study program - with regard to the requirements of professional environments. Based on survey results, it was defined competencies of graduates, which are required by employers of surveyed industries. Key competencies are derived from social and interpersonal skills, empathy, motivational skills, communication skills, multicultural...

A qualidade dentro da hotelaria, segundo a perspectiva dos hóspedes pode ser igual, inferior ou superior às suas expectativas. Para estimar esta qualidade é preciso estabelecer atributos, medi-los e elencá-los. Este trabalho propôs-se a através de um levantamento bibliográfico, chegar a atributos de qualidade nos serviços de hotelaria, e posteriormente medi-los junto aos hóspedes dos hotéis de Ribeirão Preto, visando contrastar as diferentes necessidades dos clientes hoteleiros de lazer e negócios. Para isso foi utilizada a aplicação de questionários com o método SERVQUAL em clientes de hotéis da cidade. Esta ferramenta compara as expectativas e percepções dos mesmos. Os dados obtidos foram analisados estatisticamente. O estudo aponta para hóspedes de lazer e negócios com perfis diferenciados de gênero, renda, frequência de viagens. Quanto às questões comparativas do SERVQUAL, conclui-se que os hóspedes de lazer estão quase totalmente satisfeitos com os hotéis nos quais se hospedaram na cidade. Porém, aponta hóspedes de negócios que desejam mais do que encontram nestes estabelecimentos. Há pontos a melhorar em quase todas as dimensões: tangibilidade, confiabilidade, responsividade e segurança. Para o atendimento de excelência dos indivíduos que viajam com este tipo de motivação torna-se necessário ampliar o conhecimento sobre os mesmos e adotar medidas efetivas para sua satisfação. / The quality in the hotel industry, in conformity to the guests perspective can be equal, lower or higher than they expected. To appraise this quality it is needed to establish attributes, measure and order them. This study intends to make a bibliographical research to find quality attributes in hotel services and after that, to test them among Ribeirão Pretos hotel guests. The objective is to contrast different needs of these business and leisure guests. For that, SERVQUAL Method it was used and required questioner applications to the citys hotel clients. This instrument compares the expectations and the perceptions of these two different types of costumers. The data obtained was statistically analyzed. The study has as aim either to leisure and business guests with distinct profiles of gender, income, travel frequency. When it comes to SERVQUAL comparative questions, it was concluded that leisure guests are very much satisfied with the hotels that they are lodged in town. Meanwhile, the study shows business guests that wish more than they find in these establishments. There are aspects to work on almost every dimension: tangibles, reliability, responsiveness and security. To have an excellence attend of individuals who travel with this kind of motivation, some increasement in knowledge about them and adoption of effective ways to measure for their satisfaction are necessary.

Master of Science / Department of Hospitality Management and Dietetics / Jichul Jang / Working as a front line employee in the hospitality industry is not always easy. There can be long working hours, high work demand and many other disadvantages that can lead to increased stress on an employee of the industry. These disadvantages have led to one of the highest turnover rates compared to most other industries (NRA, 2017). Managers have been looking at possible ways to reduce turnover by giving employees more freedom. In most organizations, the manager implements changes in each employee’s job design and roles within the organization. Recent job design has focused on letting the employee develop some of the task they do. This certain type of job redesign is called job crafting. Job crafting is a theoretical concept where an employee is allowed to implement change or redesign certain aspects of their job (Wrzesniewski & Dutton, 2001). According to Wrzesniewski and Dutton (2001), the three main ways that one can craft their job are through changes in work tasks, relationships, and perception of one’s job. So the question is, “How does job crafting have a creative impact on front line hospitality employee behavior at work?” The purpose of this study is to examine whether job crafting is related to creative self- efficacy, which can in turn lead to employee organizational citizenship behaviors. That is, the more employees participate in crafting activities, the more they will believe that they can be creative and follow through with their creative idea, which will lead the employees to having more organization citizenship behavior. The sample for this study consists of 323 front line employees in the hotel industry. Participants’ job crafting, creative self-efficacy and organizational citizenship behaviors were measured. After running the variables through a regression analysis, the results showed a significant positive relation between job crafting and organizational citizenship behavior with creative self-efficacy as a mediator. From a theoretical perspective, this study contributes to an understanding of organizational citizenship behavior in the hotel context by shedding light on the role of job crafting. Practical implications from this study could encourage managers that are focused on improving organizational citizenship behavior in their hotels to look into promoting job crafting.

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.

Tourism trade as well as hotel industry plays an important role in the services sector of the national economy of many countries, including the Czech Republic. The success of the whole branch is significantly influenced by demand fluctuations which usually occur in seasonal terms. Nowadays, however, when the world economy is afflicted by economical crisis, the demand downturns are apparent even in the times of high season. That is why the companies search for methods which would help to soften the impact of the crisis. Yield management appeared in hotel industry more than 20 years ago and is now used in many hotel chains and even small independent hotels. Its goal is to eliminate the demand fluctuation through an effective use of the hotel capacity. In practice it means to ensure that the right rooms are sold to the right customer for the right price. The aim of this thesis is a presentation of an application of Yield management theory in practice, in case of Hilton Prague hotel and to find out the opportunities of the Yield management to reduce the impact of economical crisis. First, we will need to define the base and principals of Yield management. Then we will apply them in practice to the Hilton Prague hotel. Finally, for the use of this hotel, we will examine the methods of smoothing the stroke of the crises.

This study was initiated due to the need to address process of moving from strategic planning to strategy implementation within the South African hotel industry. The idea of strategy implementation might seem straightforward: namely that the strategy is formulated and then implemented. However, transforming strategies into action is a far more complex and difficult task. Numerous impeders hamper this process. The main deliverable of the investigation was to develop a conceptual and practical strategy implementation model for the South African hotel industry. The intention of the strategy implementation framework was to serve as a tool that assists in the process of moving from strategic planning to strategy implementation. Both qualitative and quantitative methods were employed for data gathering. The first phase involved five in-depth interviews with executives from three to five star rated hotels. The second phase involved the completion of a structured questionnaire by a sample of 61 three to five star rated hotel managers. Although the data gathering covered the entire strategic management process, there was a specific focus on strategy implementation and the impeders associated with this process within the South African hotel industry. The data from both the phases were analysed and a draft conceptual and practical model was developed. The intention of the researcher was to present a model that is both user-friendly and easy to understand, as well as practical for use by all levels of management with varying educational qualifications, within the hotel industry. A draft model was subsequently presented during a focus group session to a group of hotel executives, managers and management consultants for review. The discussions focussed on a number of aspects relating to the model, including but not limited to the ease of understanding of the model and concepts and its practicality in assisting hotel practitioners move from strategic planning to strategy implementation. Based on the discussions from the focus group, a revised and final model was developed. While the research focussed on the hotel industry in South Africa and therefore its primary application is for the South African hotel industry, further research could be done to investigate the potential application of the model in hotels located in other countries. The model might also be adaptable for use in other service industries. In addition, the research focussed on developing a model that would assist practitioners in the hotel industry move from strategic planning to strategy implementation. During the research, it became apparent that the need for customised hotel industry specific strategy implementation tools is a niche requirement. However, further research must be conducted to investigate, review and ascertain the availability of management and practical tools that could help hotel managers in the monitoring of strategy implementation and if not, a model or scorecard could be developed, taking into account the idiosyncratic nature of the hotel industry. / Thesis (PhD)--University of Pretoria, 2008. / Tourism Management / unrestricted

The principal objective of this study was to develop an economic indicator system for the hotel industry in order to project the industry's growth and turning points. This study developed for the U.S. hotel industry a business cycle that would cover hotel activity as broadly as possible and one that would represent the magnitude of growth of the industry. This study also identified and selected seventy economic indicators for the hotel industry by reviewing literature and testing the characteristics of each time series which are available in public. By classifying the indicators into leading, coincident, and lagging indicators, this study formed composite indices for the groups of indicators and defined the relationships in terms of time lags between the hotel industry growth cycle and the series of composite indices. For a twenty-eight year period ( 1966-1993 ), the hotel industry experienced three cycles (peak to peak or trough to trough). The hotel industry peaked in 1967, 1973, 1980, and 1989. The industry troughed in 1969, 1974, 1982, and 1991. The mean duration of the hotel industry cycles is 7.3 years, calculated either by peak to peak or trough to trough. An interesting finding is that the hotel industry declines sharply once it reached the peaks. In general, the mean duration for the contraction is about two years. The hotel industry growth cycle representing the rate of growth changes was also identified by standardizing the changes, and by measuring and dating the cycles. The results showed that the hotel industry experienced high growth (a boom) every four or five years. The average expansion (L-H) period is about three years and the average contraction (H-L) period is about two years. The performances of the composite indices for the leading, coincident, and lagging indicators were measured based on their timing differences of turning points compared with those of the industry cycles. The usefulness and effectiveness of the indicator system composed of composite indices of leading, coincident, and lagging indicators were empirically supported in this study. The results of this study imply the indicator system can be used as a forecasting tool for the hotel industry. / Master of Science

Purpose-The purpose of this study is to investigate whether males and females differ on the emphases they place on core service and relational service in choosing a hotel. Design/Methodology-Data were gathered from the residents of a metro area in the United States. Three hundred and forty-one residents participated in the study. The Del statistic, an undertapped technique, was used. Findings-The results reveal that male and female guests are essentially the same in the importance they place on core and relational services in choosing a hotel. Originality of the research-Empirical research about the hotel choice behavior of female guests is scarce. Therefore, this study addresses this underresearched issue.

In today’s highly competitive environment, an imperative to the success and survival of hotels is an understanding of their competitive standing. This article describes and illustrates the application of a tool, Extended Quadrant Analysis (EQA), that can aid hoteliers in conducting competitive analysis. [Article copies available for a fee from The Haworth Document Delivery Service: 1-800-HAWORTH. E-mail address: docdelivery@haworthpress.com Website: http://www.HaworthPress.com.

The purpose of this study is to analyze if green marketing influences customer satisfaction significantly in the hotel industry in Umeå. Several green practices are tested to create an overall picture of the behavior on the market. These are Water Conservation, Energy Conservation, Waste Management, Food Management and Labeling. Primary data was collected through a survey. A questionnaire has been distributed in two hotels in the city. The data was then analyzed by using the Spearman Correlation and the ordinal logistic regression model. Additionally, the influence of demographic variables on the relationship between green marketing and customer satisfaction has been tested through a moderation analysis. The findings show that green marketing does not necessarily lead to positive outcomes. To implement green marketing successfully the customers’ wants and needs have to be understood. Most importantly, the guests have to see the green efforts and be informed about what the hotels are doing to minimize their environmental impact. If guests are not aware of the efforts they are less likely to have a positive effect on customer satisfaction. This study adds to the existing literature by providing a view of the behavior of the hotel industry in Sweden, specifically Umeå. The importance of careful and extensive implementation of green marketing is stressed. Theoretical and practical recommendations are given.