The aim of this diploma paper is to discover if integration of hotels into hotel chains and hotel group is for the hotel industry the right direction. The first part defines what a brand is, why is created by companies and how a brand should be managed. Afterwards, brands strategies are identified. The paper describes possible ways of cooperation between hotels and hotel groups and tries to find out if this cooperation is beneficial or not. The last part of the paper is about Carlson Rezidor Hotel Group, Park Inn by Radisson and about hotel Park Inn Prague. The brand Park Inn by Radisson is analyzed on the basis what was discovered in the first part of the paper. The most significant advantages and disadvantages of hotel's cooperation with hotel group are identified. The paper ends with a statement that integration of hotels into hotel chains and hotel groups is very important and is therefore the future of the hotel industry.

This thesis concentrates on sustainable development of tourism and application of these sustainable practices in hotel industry. The aim of this thesis is analysis of concrete practices of the biggest hotel groups in the world and outline appropriate trend in this field. The theoretical part of this thesis concentrates on the definition of sustainable development of tourism as well as on its history. Furthermore, the thesis focuses on certification of sustainable development in hotels. In the analytical part there are already analyzed concrete practices and approaches of the biggest hotel groups sustainability reports. The practices focus on energy efficiency, waste production, water conservation and production of carbon emissions. At the end of this analytical part there is sum up of these concrete practices and approaches and outline appropriate trend.

This research aimed to study the correlation between customer satisfaction and service quality in the hotel business. It also outlines the significance of understanding customer satisfaction and how customers distinguish service delivery. Customers have changed prospects based on their consideration of service or product quality. This factor is an indication that a customer determines the quality of service in the hotel industry. Also, the five-dimensional aspects of service quality (empathy, reliability, tangibles, responsiveness, and service assurance) impact service quality and customer satisfaction. This research empirically studied the connection between service quality and customer satisfaction in Best Western Princess Hotel in Norrköping, Sweden. Out of the 100 questionnaires sent to respondents, a total of 80 questionnaires were returned. This data, therefore, formed the basis for our analysis. The study entailed the use of qualitative descriptive research. Open-ended questionnaires were used for data collection. The statistics were coded and analysed using the statistical package for social sciences (SPSS) software. The study also contains appropriate recommendations similar to conclusions regarding the research problem. Evaluation of the outcomes shows that responsiveness, empathy, assurance, and reliability significantly influence customer satisfaction hence determining the nature of services provided. This research indicates a close correlation between service quality, the five-dimensional aspects, and customer satisfaction.

Background: As mentioned by the hoteliers in our study, the Saudi Arabian markets are not in a full usage or application of Corporate Social Responsibility (CSR). There have been several reviews formed by the United Nation Development Program show the efforts done by the different sectors of the country to reach the 2030 Agenda which aim for a sustainable development. Sustainability became a requirement for any business to start in the region. CS has changed the way Saudi hotels market are conducting their business a few years ago. Besides that, doing business online has also been an important factor of this change. In many cases, being sustainable might be very costly to apply to many kinds of businesses, and for that reason companies must plan well. So, the companies should take into consideration several factors that might affect their relation with their B2B customers.  Problem Discussion: There has been a huge pressure from customers and the public on companies to perform their business in an environmentally sustainable way. The increased number of hotels which led to higher competition in the region causing the companies in the hotels industry to carefully manage their B2B relationship. Second is the obligatory laws for companies to apply CS actions. Sustainable behaviors have today grown to become a compulsion to practice; however, these actions are not limited to the B2C sector of a business, CS has become a vital part of marketing strategies for business within B2B markets. In spite CS has proven to be advantageous to be practiced with B2B customers, the research on the subject has been very limited. The research and studies towards CS and CSR have been limited to B2C markets Due to the lack of enough research on the subject of being sustainability and its relationship to B2B customers, this paper will dig deep to fill this gap. Purpose:  The aim of this research paper is to uncover the hotels CS and CSR strategies that hoteliers’ practice with their B2B customers. While also considering the aspect of CS in markets where these hotels are gradually indulging into it, such as the Saudi Arabian Market. This research paper’s goal is to analyze and study different approaches for hoteliers that could be beneficial for them focused towards their business customer and guide them to gain competitive advantage and turn it into a profitable business decision through building and strengthening their relationships with their B2B customers.       Research Question:    <ol type="1"> What are the current CS strategies practiced by international five-star hotel chains situated in Saudi Arabia?   2.     How can these hotel’s CS strategies be developed and adopted to positively influence and strengthen its relationship with their B2B customers internationally?     Methodology: The authors of this study have been using qualitative method as their research approach which gave them the way in order to deeply understand the application of CS actions and its relation with the pricing strategies chosen by the companies in the hotel industry. The theory was collected from different database, and the empirical data was collected from 9 interviews within 3 hotels. The data collected was from high ranked journals. As for the type of interviews, it was semi-structured interviews. The authors used open questions to give a space to the interviewees to discuss in depth the topic of the question.  Conclusion: This study shows that within the hotel industry social sustainability dimension of CS and instrumental theories of CSR, these hotels could develop and strengthen their relationships with their B2B customers as well as suppliers. Within the academic literature CS has been categorized into three sections; environment, that actions to sustain the planet, social, that is working for the welfare of the people and lastly economical that is the financial benefits gained from CS activities. In this study, the authors concluded that the international five-star hotel chains residing within Saudi Arabia have not been actively working toward their CS and CSR behaviors.

Applications of artificial intelligence (AI) in hospitality and accommodation have taken an enormous percentage of service-provision, helping automate most of the processes involved such as booking and purchasing, improving the guest experience, tracking of guest preferences and interests, etc. The aim of the study is to understand the roles, benefits and issues with the improvement of business intelligence (BI) in hospitality. This research is purposed to discover the applications of BI in hotel booking and accommodation. The investigation focuses on hotel guest experience, business operations and guest satisfaction. The research also shows how acquiring proper BI is supported by implementing a dynamic technology framework integrated with AI and a big data resource. In such a system, the intensive collection of customer data combined with an improved technology standard is achievable using AI. The research employs a qualitative approach for data discovery and collection. A thematic analysis helps generate proper findings that indicate an improvement in the entire hospitality service delivery system as well as customer satisfaction. In this thesis, there are examined various subsets of BI in tourism. The assessment analyzes competition arising from the application of these technologies. The study also shows the importance and application of harnessing data to gather insights about guest interests and preferences through the establishment of well-developed BI. Insights enable the customization of hotel services and products for individual guests. There is a considerable improvement in guest services and guest information collection, which is achieved through the creation of guest profiles. The research performs a discussion on the incorporation of AI and big data among other sub-components in creating diversified BI and seeks to identify the need for current BI applications in the hotel industry.

No description available.

The COVID-19 outbreak, travel restrictions, or other safety norms had a huge negative impact on the world hotel industry from the beginning of 2020. In response to the crisis majority of the hotels all around the world had decided to get closed temporarily. Such a deep crisis arose many social problems especially among the employees of the industry. However, there were still cases, when hotels decided to choose different strategies rather than closing their doors for their customers. One of us had a great opportunity to spend 14 days of quarantine in one of such hotels and to collect the valuable information from inside the hotel room, which had been converted into a quarantine zone after the virus outbreak. Besides, we also explored several more cases from 4 different countries about the hotels that have chosen to create social benefits in different ways. In this thesis, we have analyzed socially sustainable strategic solutions from the hotel industry, explored characteristics, and described the circumstances that encouraged such solutions.

<p>Vojvođanska hotelska preduzeća u dovoljnoj meri ne koriste značajne turističke potencijale, kao bitnu konkurentsku prednost, da bi Vojvodina postala značajnija turistička destinacija u ovom delu Evrope. Hotelska preduzeća treba da prepoznaju savremene trendove, predvide njihov razvoj, omoguće raspoloživost svim informacijama, razviju komunikaciju među zainteresovanim subjektima i unaprede sve elemente menadžmenta i marketinga. Napravljen je dobar početak u vidu pobolj&scaron;anja kvaliteta turističke ponude, međutim treba raditi jo&scaron; puno da bi Vojvodina bila značajnija turistička destinacija. Kvalifikaciona struktura menadžmenta i ostalih zaposlenih ne samo u analiziranim hotelima nego u hotelijerstvu u celini, je veoma nepovoljna. To nameće potrebu edukacije postojećih kadrova i dovođenja mladih, sposobnih i kreativnih kadrova, koji će koristeći svoja znanja i stečena iskustva daleko bolje prepoznati sve konkurentske prednosti Vojvodine i obogatiti sadržaje hotelskog proizvoda. Problem hotelijerstva u Vojvodini je i taj da su hoteli, odnosno hotelski objekti često u sastavu pojedinih preduzeća čija je osnovna delatnost ne&scaron;to drugo (poljoprivreda, građevina, trgovina i dr), te je hotelijerstvo uglavnom komplementarna delatnost u okviru poslovanja celokupnog preduzeća. S toga mu se ne posvećuje dovoljna pažnja i ne uviđa značaj i potreba za daljim unapređivanjem poslovanja.</p> / <p>Vojvodina hotel companies sufficiently not to use exceptional tourist potential, as an important competitive advantage that Vojvodina became a significant tourist destination in this part of Europe. Hotel companies need to recognize the modern trends, predict their development, ensure availability of all information, develop communication among stakeholders and improve all elements of management and marketing. It was a good start in the form of improving the quality of tourism, but should do much to Vojvodina significantly improved its tourist traffic and tourist spending. Qualification structure of management and other employees not only in the reviewed hotel but the hotel industry as a whole, is very unfavorable. This imposes the need for training of existing staff and bringing in young, skilled and creative staff who will use their knowledge and experience gained far better identify all the competitive advantages of Vojvodina and enrich the contents of the hotel product. The problem in Vojvojdina hotel industry is that they are hotels, and hotel facilities are often part of certain companies whose core business is something else (agriculture, construction, trade, etc.), and is mainly hotelijestvo complementary activities in the business of the entire enterprise. Therefore he is not paying enough attention and realizes the importance and need for further improving the business.</p>

Title: Where Service Recovery Meets its Paradox - A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry  Level: Student thesis, final assignment for Bachelor Degree in Business Administration  Author: Beatrice Nylander &amp; Andreas Edström  Supervisor: Patrik Sörqvist  Date: 2021 – June  Aim: The purpose of this study was to, within the hotel industry, investigate at what level of service recovery the service recovery paradox will come into existence.  Method: Two surveys have been conducted where 190 respondents were introduced to a scenario- based service failure in the hotel industry. Survey 1 collected data about the amount of monetary compensation that customers felt they needed post service failure, in order to subsequently feel a little more satisfied than in the case of an error-free service experience (the point for service recovery paradox). In survey 2, customer satisfaction was then measured at three different levels of compensation after service failure. The three levels were the mean from survey 1, mean -1 SD, and mean +1 SD. This with the aim to, in an independent sample, test whether the point for service recovery paradox in survey 1 causes the paradox to arise in survey 2 or not.  Result &amp; Conclusions: In the event of a specific service failure in the hotel industry, the level of service recovery paradox, through monetary compensation, was found. Survey 1 (N = 40) determined the compensation level to be SEK 1204. The same compensation level was confirmed as a sufficient level to achieve the service recovery paradox in survey 2 (N = 150).  Contribution of the thesis: Service failures are often not completely avoidable, especially not in the hotel industry. This study helps to understand the level of monetary compensation that may be required to achieve the service recovery paradox, in the event of a specific service failure in the hotel industry. The results from this study contribute to guidance in service recovery and give hotel managers knowledge of what monetary compensation level they should apply to restore customer satisfaction and also avoid overcompensation, in case of service failures.  Suggestions for future research: Future researchers should assume that service industries and service failures are all unique. Failure scenarios need to be described in detail in order for results to be applicable by managers. Future research may also examine the anchoring effect in order to avoid overcompensation if possible. SRP researchers who examine the hotel industry in particular may investigate the SRP level of additional customer segments that travel; alone, at work, with friends or with children. Although SRP might occur because of service recovery, repurchase intentions might decrease. A major challenge for future researchers will therefore be to measure how customer satisfaction after service failure and recovery stands long term. Another suggestion is to conduct the study again, but with real service failures and with real compensation.  Keywords: service failure, service recovery, service recovery paradox, service recovery hotel industry, customer satisfaction

Sex trafficking is a form of modern slavery which includes the sexual exploitation of individuals for personal gain. It currently affects 4 million people globally, and around 9 thousand in Europe. Although it affects individuals of all genders, races and sexual orientations, women and young girls have been recognised as the most vulnerable segment, accounting for 72% of victims in Europe. Along these lines, the majority of suspected and convicted sex traffickers in Europe are male individuals. It has been described as a discrete and subtle crime, hidden in plain sight, affecting every facet of society. In the tourism industry, the most affected segment is the hotel sector, which possesses some characteristics which act as enablers of sex trafficking. However, previous research has failed to properly identify such characteristics. In fact, sex trafficking is generally a highly neglected topic in research. To fill the current research gap, the thesis aimed at identifying, from employees´ perspective, the factors of the hotel industry which act as sex trafficking enablers in Amsterdam. The latter was chosen as focus area mainly because of its legislate on on prostitution, which was legalised in 1999. Previous research has recognised such legalisation as a challenge for institutions fighting sex trafficking, and various authors have recognised the importance of scientific research to solve the issue in the area. Through 15 individual interviews and two online questionnaires, this thesis identified 15 factors which act as crime enablers in the hotel industry in Amsterdam. They have been divided into macro, meso or micro level, depending on their nature. Among the main findings there are: the impact of current legislations, the police, hospitability and transiency, training and ease of access. These findings stand out because redeemed as having the most potential in contributing to fighting the issue, if properly taken into consideration. They summarize the need for a proper support system designed by the police and the government, which takes into consideration hospitability and transiency as characteristics of the hotel industry exploited by sex traffickers and takes a closer look at hotels with inappropriate training and ease of access to the hotel rooms, as these might be more susceptible to sex trafficking. The thesis is descriptive in nature; thus, it does not aim at finding solutions to the findings. The thesis concludes by giving suggestions of further research, such as adopting a strategic approach to find solutions to the identified factors.