O estudo teve como objetivo analisar as práticas sustentáveis e seus determinantes na gastronomia dos meios de hospedagem. Para tal, foram selecionados seis meios de hospedagem na Região das Hortênsias, situados nas cidades de Gramado e Canela, no Rio Grande do Sul. A técnica utilizada para a coleta de dados foi a aplicação de questionário, no qual foram utilizadas questões relacionadas à gestão da sustentabilidade; à certificação em gestão da sustentabilidade; à gastronomia sustentável; às ações sustentáveis no meio de hospedagem e no setor de alimentos e bebidas; à atratividade dos fatores ligados à gastronomia sustentável; às vantagens na adoção da gastronomia sustentável; e ao desperdício de alimentos. Os resultados permitiram concluir que os gestores consideram a redução de custos, a saúde dos hóspedes e o aumento da atratividade do meio de hospedagem como as principais vantagens da adoção de práticas sustentáveis no setor A&B, demonstrando que a gastronomia sustentável pode se manifestar como um benefício econômico para a gestão do meio de hospedagem, assim como para a segurança do turista. Os gestores destacam a preferência por produtores mais próximos do estabelecimento, alimentos da cultura regional e alimentos sazonais, definições que fazem parte também da ecogastronomia. As ações sustentáveis mais indicadas pelos gestores, adotadas pelos meios de hospedagem, são as relacionadas com a sustentabilidade do negócio e gestão de resíduos. Também é necessário considerar que o setor A&B está situado dentro do meio de hospedagem, e que, assim como os outros setores, pode adotar práticas sustentáveis além daquelas indicadas pela norma da certificação em gestão da sustentabilidade aos serviços alimentares. Conclui-se que as orientações para a sustentabilidade, no empreendimento gastronômico, precisam ser promovidas por meio da intersetorialidade, de modo que o setor da gastronomia realize ações sustentáveis de forma mais integrada. Nessa direção, a melhoria contínua na gastronomia sustentável necessita do desenvolvimento de novos saberes, construídos a partir de pesquisas científicas e da interação do conhecimento produzido com técnicas e tecnologias, que reduzam os impactos ambientais; maximizem o desempenho econômico e considerem a cultura e os valores da comunidade local. / The objective of the study was to analyze the sustainable practices and their determinants in the gastronomy of accommodation establishments. To this end, six accommodations were selected in the Região das Hortênsias, located in the cities of Gramado and Canela, in Rio Grande do Sul state. The technique used to collect data was the application of a questionnaire, in which were used questions related to sustainability management; certification in sustainability management; sustainable gastronomy; sustainable actions in the accommodation environment and in the food and beverage sector; attractiveness of factors linked to sustainable gastronomy; advantages in the adoption of sustainable gastronomy; and food waste. The results showed that managers consider cost reduction, guest’s health and the increase of attractiveness of the accommodation environment as the main advantages of adopting sustainable practices in the A&B sector, certifying that sustainable gastronomy can manifest itself as an economic benefit for the management of the hosting environment, as well as for the tourist’s safety. The managers emphasize the preference for manufacturers closer to the establishment, regional and seasonal food, definitions that are also part of ecogastronomy. The sustainable actions most indicated by the managers adopted by the accomodations are those related to the sustainability of the business and waste management. Also, it is necessary to consider that the A&B sector is located within the accommodation environment, and like other sectors, can adopt sustainable practices beyond those indicated by the certification standard of sustainability management of food services. It is concluded that the guidelines for sustainability in gastronomic enterprise need to be promoted through intersectoriality, so that the gastronomy sector performs sustainable actions in a more integrated way. In this direction, continuous improvement in sustainable gastronomy requires the development of new knowledge, built on scientific research, and the interaction of knowledge produced with techniques and technologies that reduce environmental impact, maximize economic performance and consider the culture and values of the local community.

Submitted by Rosangela Silva (rosangela.silva3@unioeste.br) on 2018-02-21T13:23:00Z No. of bitstreams: 2 Júlio César Ferreira.pdf: 2980071 bytes, checksum: 509bf23d60c57c8170df77711c97526c (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) / Made available in DSpace on 2018-02-21T13:23:00Z (GMT). No. of bitstreams: 2 Júlio César Ferreira.pdf: 2980071 bytes, checksum: 509bf23d60c57c8170df77711c97526c (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Previous issue date: 2017-06-01 / The emphasis on the urgency of humanity development compatible with current and future needs – named sustainable development – has had an impact on a number of sectors. The concern about sustainability extends to the tourism sector, especially to the means of lodging, which implements actions seeking to obey the principles of sustainability. Based on this argument, it was decided to investigate and to analyze the level of sustainability management of hotels in Foz do Iguaçu, PR. In order to achieve this objective, hotels associated with the Brazilian Hotel Industry Association (ABIH) were selected to compose the sample, being the main objective of this study the use of Managerial Accounting as a support, through the model proposed by Callado (2010). Thus, the following strategy was carried out: description of the importance of sustainability in hotels management; discussion and presentation of the applicability of theoretical models of sustainability indicators; measurement of the level of sustainability of the hotel companies of Foz do Iguaçu, PR, using the Grid model of Corporate Sustainability (GSE). The research was characterized, regarding the objectives, as exploratory and descriptive, since the existing situations in the studied companies was described, identified, reported and compared, and the scientific contributions that were made on the sustainable development of the hotels were investigated. Concerning the technical procedures of this research, it was classified as bibliographic and survey. Regarding the problem approach, it was characterized as qualitative, since it highlighted the perception of the subjects about the research’s theme, as well as confronted and validated the results. As a result, this research has shown that most of the hotels investigated do not have satisfactory sustainable performances in the three dimensions. Regarding the Environmental dimension, it was observed that 61% of the hotels performed satisfactorily, while 39% of the hotels had unsatisfactory results. In the economic dimension, it was observed that only 30% of hotels presented satisfactory performances. The remaining 70% of hotels performed below average in this dimension. In the social dimension, 35% of the 23 hotels presented satisfactory performances in the Partial Social Sustainability Scores. The other 65% hotels performed below average in this area. It can be asserted that this research contributed with important information on the profile of hotel management, both for the sustainable development in the environmental, economic, and social aspects, as well as for the efficiency of the environmental management of its enterprises in the search of Corporate Sustainability. Finally, the Managerial accounting, as an indispensable tool to assist strategies and decisions of hotel companies, provides timely and highly relevant information, so that the administration can make coherent and safe decisions in the scope of Corporate Sustainability. / A tônica sobre a urgência de um desenvolvimento da humanidade compatível com as necessidades atuais e futuras – o chamando desenvolvimento sustentável – tem marcado diversos setores. A preocupação com a sustentabilidade se estende ao setor turístico, em especial aos meios de hospedagem, que implantam ações buscando atender aos princípios da sustentabilidade. A partir dessa premissa, resolveu-se analisar o nível de gestão da sustentabilidade dos hotéis de Foz do Iguaçu, PR. Para este fim foram selecionados os hotéis associados à Associação Brasileira da Indústria de Hotéis (ABIH) para compor a amostra, tornando-se esse o objetivo principal deste estudo, utilizando como suporte a Contabilidade Gerencial, por meio do emprego do modelo proposto por Callado (2010). A fim de atender a esse objetivo, foi utilizada a seguinte estratégia: caracterizada a importância da sustentabilidade na gestão da rede hoteleira; discutida e apresentada a aplicabilidade dos modelos teóricos dos indicadores de sustentabilidade; mensurado o nível de sustentabilidade das empresas da rede hoteleira de Foz do Iguaçu, PR; por meio do modelo Grid de Sustentabilidade Empresarial (GSE). A pesquisa caracterizou-se, quanto aos objetivos, como exploratória e descritiva, pois descreveu, identificou, relatou e comparou as situações existentes nas empresas estudadas, e buscou conhecer as contribuições científicas que se efetuaram sobre o desenvolvimento sustentável dos hotéis. Quanto aos procedimentos técnicos a pesquisa se classificou em bibliográfica e de levantamento. Acerca da abordagem do problema, caracterizou-se como qualitativa pois ressaltou a percepção dos sujeitos da pesquisa sobre o tema, assim como confrontou e validou os resultados. Como resultados, a pesquisa demonstrou que a maioria dos hotéis investigados não apresenta desempenhos sustentáveis satisfatórios nas três dimensões. Quanto à dimensão Ambiental, foi observado que 61% dos hotéis apresentaram desempenho satisfatório, enquanto que 39% dos hotéis obtiveram resultados insatisfatórios. Para a dimensão Econômica, observou-se que somente 30% hotéis apresentaram resultados satisfatórios. Os demais 70% dos hotéis apresentaram performance abaixo do desempenho médio para esta dimensão. Para a dimensão social, 35%, dos 23 hotéis apresentaram desempenhos satisfatórios nos Escores Parciais de Sustentabilidade da Dimensão Social. Os demais 65% apresentam desempenho abaixo da média nesta dimensão. Acredita-se que a pesquisa contribuiu com importantes informações sobre o perfil da gestão hoteleira, tanto para o desenvolvimento sustentável nos aspectos ambiental, econômico e social, quanto para a eficiência na gestão de seus empreendimentos em busca da Sustentabilidade Empresarial. Por fim, a contabilidade gerencial, sendo uma ferramenta indispensável no auxílio das estratégias e decisões das empresas hoteleiras, fornece informações tempestivas e altamente relevantes para que a administração tome decisões coerentes e seguras, no âmbito da Sustentabilidade Empresarial.

Institutional investors and corporates are constantly looking to achieve double digit yields in relation to investments in traditional real estate assets. With retail, office and residential property under pressure the study set out to determine how hotels perform compared to traditional property investment asset classes in terms of investment yields during different stages of the property cycle, and whether investors (property developers and institutional investment funds) are considering the hospitality sector for investment or diversification of current portfolios. Furthermore, to determine how aligned the commercial banks, Development Funding Institutions (DFI) and Section 12J funds are with funding single hotel assets versus portfolio lending, and what their requirements are. As an exploratory study, interviews were conducted to obtain in- depth and rich information from purposively selected respondents with experience in the sector after completing a preparatory questionnaire. Respondents included property developers, investors, financiers, tour operators and hotel operators. Results confirmed that both developers and investment funds are indeed considering hotels as an alternative investment since the yields are favourable when compared to other asset classes, yet with a longer investment horizon. Hotels required time to stabilise and at this point an expected yield should be higher than 12.5% which is higher than initial yields for traditional commercial properties. Historically, hotels investors were very specific in their investment asset classes and usually purely focused on hospitality assets (specialist investors). This has now changed with an increase in generalist investors coming to the market with exposure in a diversity of asset classes including the hospitality sector. Funding challenges, due to the operational risk associated with Hotel Management Agreements (HMA) is perceived by both financiers and developers or investors. Leases are the preferred income model but are seldom available in the hospitality sector and often those that are made available, may not provide the strong covenants required by financiers and developers/investors. Alternative funding is available in the form of Section 12J VCC’s or from DFI’s but both have their limitations as became apparent in the results. Recommendations for further research include funding challenges for a development or acquisition strategy at a single asset and portfolio level, and expansion to Sub-Saharan Africa as it impacts many investors and international hotels brands with exposure in these regions. / Dissertation (MSc (Real Estate))--University of Pretoria, 2021. / Construction Economics / MSc (Real Estate) / Unrestricted

The thesis deals with the analysis of the marketing stratégy of the Hotel U Loubů. It anyalyses and evaluates current phane of the services, marketing communication and staffing. Proposal part of the thesis contains suggestions leading to increasing current situation, which has the aim to promote and increase occupancy of the hotel.

The diploma thesis deals with project, how to get better organization of work in Grandhotel Brno. There are specified basic terms bear on organization of work, managing of hotel bussines. This diploma thesis points to the absence in organization of work from a view of the employers of Grandhotel Brno, which eventuated from the questionaires and it contains the plan how to get the organization better.

The research questions of this study were to determine the specific hotel, restaurant and institutional management courses offered as required and elective courses, to determine which hospitality management courses were taught by faculty members in the hospitality management program versus being taught by faculty in other programs, to determine the teaching methods used to present hospitality curriculum, and to determine the distance learning methods currently used.

Relative to whites, blacks occupy a very small percentage of upper-level management positions in the lodging industry. This is evident when the numbers of black upper-level managers are compared to their representation in the hospitality labor pool and the United States population. This study uses the perceptions of black general managers and corporate executives as a means of identifying factors affecting the recruitment, retention, and promotion of blacks into these positions. While most of the literature attributed the underrepresentation to race discrimination, this study explores other factors that may also be responsible. One area of exploration was the use of internal marketing principles as a means of addressing and possibly resolving the problem of under-representation. The study consisted of telephone interviews with seven black general managers and executives from four major hotel chains. The purpose of the study was to determine if and to what extent did race discrimination affect the advancement of blacks into upper-level lodging management. It was also designed to explore the extent to which other factors affected such advancement by blacks, and further, identify ways in which hotel companies could enhance advancement opportunities for their qualified black employees. The respondents of the study provided enough information to develop conclusions about the impact such factors like education, mentorship, societal perceptions, and internal marketing have on the advancement of blacks in the lodging industry. There was unanimous agreement that race discrimination did adversely affect the advancement of blacks into upper-level lodging management. However, there it was also noted that there is a tremendous amount of opportunity in the industry that is either being overlooked or simply not being pursued by blacks. These respondents also provided several recommendations for young blacks considering careers in lodging management. / Master of Science

The hospitality industry confronts continuous challenges from external environments, such as the COVID pandemic, the proliferation of short-term rentals, and the disruptive innovations of Generative AI. For businesses, understanding these external conditions and adapting strategies accordingly is crucial yet challenging, especially considering environmental uncertainties. Therefore, this dissertation investigates the effectiveness of different strategies in navigating market, competitive, and technological uncertainties, through a big-data analytical approach. It incorporates three studies, each focusing on one specific strategy and its varying outcomes under environmental changes. These studies employ machine learning algorithms to quantify strategies and utilize econometric models to infer the causal relationships between strategies and their outcomes. The first study examines how standardization affects short-term rental unit survival across two market conditions: pre-COVID growth and during-COVID decline. The results indicate that the risks arising from standardization are heightened under market decline. In addition, the effectiveness of standardization varies with design attributes to which the strategy is applied. Standardizing functional design boosts unit survival in the growing market but leads to a higher failure rate during the decline. Aesthetic standardization, on the other hand, negatively impacts survival in both conditions, with a stronger effect in the declining market. The second study identifies the impacts of differentiation on unit performance in the short-term rental context in two competitive environments: local versus city-level. The findings suggest that the effectiveness of differentiation increases with competitive pressure. At the local level where firms face localized competition, differentiation enhances unit performance. Conversely, in city-level environments where direct competition diminishes, it yields negative outcomes. Moreover, competition intensity, as reflected by the number of competitors and the degree of market concentration, is found to amplify the benefits of and mitigate the drawbacks of differentiation. The third study explores if adopting Generative AI to hotel online review response can improve customer feedback, under varying technological settings. It finds that simulated AI adoption improves customer perceptions when Generative AI models operate at high temperatures, while models with low temperatures lead to negative outcomes. The findings further underscore the importance of task-technology fit, revealing that Generative AI's effectiveness varies with review valence. Specifically, high-temperature settings for positive reviews generate significant benefits, whereas low-temperature settings lead to adverse effects. Conversely, for negative reviews, AI adoption demonstrates more stable outcomes across temperature settings, indicating balanced benefits of both low and high temperatures. In short, this dissertation identifies that the effectiveness of standardization, differentiation, and AI adoption strategies is contingent on environmental conditions. It underscores the importance of strategic adaptation in navigating contemporary challenges. / Doctor of Philosophy / It is difficult to operate hospitality businesses because this industry faces constant challenges from ever-changing external conditions, including the COVID pandemic, the rise of short-term rental platforms, and the breakthroughs in technology like Generative AI. It is important but challenging for hotels and short-term rentals to understand these conditions and plan their operations accordingly. Thus, this dissertation aims to help business operators to understand how to deal with different external changes. It carries on a series of studies based on big data, using various analytical tools. This dissertation is composed of three studies. The first one finds that, generally, it is risker for short-term rental hosts to make one property similar to his/her other properties when the whole market declines. There are differences identified between functionality and aesthetics. Keeping the functionalities, such as WIFI and coffeemaker, consistent among multiple properties will make the property more likely to survive when the market grows but it increases the likelihood of failure when the market demand decreases. When deciding property aesthetics, like color or layout, it is risky to have properties similar to each other, no matter if the market demand grows or drops. The second study concludes that short-term rental hosts should decide the product design relative to their competitors from different scopes of areas. They are suggested to make their properties' interior design style different from their nearby competitors to gain high revenues, especially when there are more neighboring supplies managed by a large number of hosts. On the contrary, it is more beneficial to follow the general trend of properties located in the same city when deciding one property's aesthetic style. The third study guides hotels to apply Generative AI like ChatGPT to generate response to customer online reviews. It found that, to reply to online reviews with four- or five-star ratings, hotels should not use the default GPT model to increase the quality of customer communication. Instead, they need to use the professional OpenAI API and set the parameter called temperature to 2. However, when hotels reply to online reviews with lower star ratings, like one or two, there is no big difference between low and high temperatures (0 to 2). They can simply use the default model. In general, there are no one-size-for-all solutions to deal with external challenges. Hospitality operators are highly recommended to adjust their operations to fit different conditions.

Thesis (MBA (Business Management))--Stellenbosch University, 2008. / The objective of this specific research report is to analyse the internet marketing function within the South African tourism industry. Furthermore, the hotel industry is analysed to establish how the introduction of the internet changed the playing field in terms of marketing and how customer behaviour has changed over the past 13 years with the introduction of the internet to the already established global distribution systems (GOS) and computer reservation systems (CRS). An in-depth literature review is conducted to analyse the marketing function in general, after which an analysis in terms of production and services organisation is discussed. Here, the focus is on the 4 P and 7 P marketing mix theories of Michael Porter. The influence of the internet on the service marketing mix is discussed with specific reference to the luxury hotel industry. The specific research and interviews conducted in this study are focused on the luxury hotel industry in the Cape Town city area. Focus areas of the interviews with the specialist in the industry are on the following: • Influence of the internet on customer relationship management • Influence of the internet on the relationship between the luxury hotels and intermediaries • Influence of the internet on marketing functions such as cost and service. The findings of the primary research in the interviews are then compared to the findings in the literature review and recommendations and managerial implications are drawn in the final chapter of the research report.

Thesis (MBA (Business Management))--Stellenbosch University, 2008. / ENGLISH ABSTRACT: The aim of this study was to determine approaches to CRM within the luxury hotel sector in Cape Town in order to add value not only to guests, but to all stakeholders of the hotel. This was done by conducting a literature review, supported by a sound base of primary research. The findings proved that CRM theory holds true for most luxury hotels and the notion that luxury hotels in modern times cannot afford to be without a CRM initiative, was underpinned. Furthermore, the concept of an aligned strategy and vision in terms of a hotel's CRM approach was found to be integral. Staff buy-in and co-operation are of utmost importance for any hotel property implementing a CRM initiative. Additionally, training and education on the importance of CRM was highlighted as an important factor to get all staff on board. Management needs to become customer relationship management experts themselves in order to inspire and motivate staff to excel at building relationships with guests. Moreover, the common mistake of hotels to place greater impetus on CRM technology than training and lack of leveraging CRM investments was examined as some of the main reasons for the failure of CRM initiatives. Although CRM technologies are extremely powerful tools and may facilitate a hotel's CRM strategy, they cannot be viewed in isolation and made responsible for the success of such a programme. Training is vital to enable staff to use these systems optimally and to turn guest data into gold. The importance of people was also emphasised in the light of personalisation of service; having the correct staff with an aptitude for guest service and hospitality is imperative. Lastly, the concept of customer-centric processes and systems was stressed. Everything a hotel does in terms of CRM efforts should be derived from the notion of guest satisfaction. Guest satisfaction is the one essential element that will enable a hotel to flourish and enjoy a firm base of repeat business. Repeat business is the most rewarding type of business for a hotel as it means that guests are satisfied with their service and will promote the hotel to others at no additional cost to the hotel. / AFRIKAANSE OPSOMMING: Die doel van hierdie navorsingstuk was om die houding van luukse hotelle in Kaapstad teenoor kliënte verhoudingsbestuur (KVB) te bepaal en vas te stel hoe alle aandeelhouers van die hotel voordeel kan trek uit KVB. Die doelwit was bereik met behulp van primêre en sekondêre navorsing. Die bevindinge het bewys dat KVB teoreties waarde toevoeg tot meeste luukse hotelle. Die feit is geboekstaaf dat luukse hotelle nie sonder KVB kan oorleef nie. Dit was ook gevind dat 'n geintegreerde strategie en visie van uiterste belang is in KVB in hotelle. Personeel samewerking en entoesiasme is ook uitgelig as belangrike elemente wat die sukses van KVB bepaal. In hierdie opsig, was opleiding 'n integrale faktor tot die bevordering van personeel deelname. Die bestuur van hotelle moet self kundiges raak op die gebied van KVB om sodoende personeel te inspireer en motiveer om ook waardevolle kliënteverhoudinge te bou. Algemene foute wat hotelle begaan in terme van KVB is die feit dat meer klem gelê word op KVB tegnologie as op opleiding en dat die opbrengs op die inisiële belegging in KVB nie in ag geneem word nie. Alhoewel KVB tegnologie van onskatbare waarde is om 'n hotel se KVB strategie suksesvol te maak, kan die sukses van so 'n strategie nie alleenlik daaraan toegeskryf word nie. Ten einde die personeel te bemagtig om hierdie sisteme optimaal te benut, moet opleiding weereens as 'n area van belang beklemtoon word. Nog 'n prioriteit is die kwaliteit van personeel wat aangestel word; personeel moet 'n natuurlike aanvoeling hê vir kliënte diens en persoonlike interaksie.