A raíz de la pandemia del COVID-19 los distintos rubros empresariales han tenido que utilizar nuevas formas de gestionar los recursos humanos. Por lo tanto, haciendo énfasis en el rubro hotelero, la presente investigación detalla los cambios en los elementos y acciones, que, frente a la crisis, se han tenido que atender para poder mantener a los colaboradores en un ámbito laboral estable, y con ello poder contribuir positivamente a las empresas. Asimismo, en la gestión de recursos humanos de los hoteles han estado en constante adaptación y reestructuración de sus acciones para que la empresa pueda mantenerse brindando un servicio de calidad. Se parte del hecho que existe información y conocimientos disponibles, producidos en el contexto de la pandemia, que están dispersos y que se propone compilar, sistematizar y analizar utilizando el método de revisión de literatura con enfoque integrador. Esta metodología permitió observar los cambios en la gestión de los recursos humanos, sobre los elementos y qué acciones se han implementado para enfrentar del COVID-19 en el rubro hotelero. / As a result of the COVID-19 pandemic, the different business sectors have had to use new forms of human resources management. Therefore, with emphasis on the hotel industry, this research details the changes in the elements and actions that, in the face of the crisis, have had to be addressed in order to keep employees in a stable work environment, and thus be able to contribute positively to the companies. Likewise, the human resources management of hotels has been constantly adapting and restructuring its actions so that the company can continue to provide quality service. We start from the fact that there is available information and knowledge, produced in the context of the pandemic, which are dispersed and which we propose to compile, systematize and analyze using the literature review method with an integrative approach. This methodology made it possible to observe the changes in human resources management, on the elements and what actions have been implemented to deal with COVID-19 in the hotel industry. / Trabajo de investigación

by Chui Kar Yee, Ma Ying Ying Naomi. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2001. / Includes bibliographical references (leaves 38-40). / ABSTRACT --- p.i / Chapter CHAPTER I --- INTRODUCTION / Objective --- p.1 / State of the Environment --- p.2 / Environmental Awareness --- p.4 / Group Groups in Hong Kong --- p.5 / Government Action --- p.8 / Chapter CHAPTER II --- CORPORATE ENVIRONMENTAL MANAGEMENT --- p.11 / Sustainable Development --- p.13 / ISO14001 --- p.14 / Chapter CHAPTER III --- CASE STUDY OF GREEN BUSINESSES IN HONG KONG / Environmental Performance --- p.20 / Motivations and Benefits for Adopting Environmental Strategies --- p.25 / Environmental Hurdles --- p.26 / Consumer and Environmental Performance --- p.27 / Key Success Factor in Corporate Environmental Management --- p.30 / Chapter CHAPTER III --- CONCLUSION --- p.32 / APPENDIX / Table 1: List of ISO 14001 Certified Companies in Hong Kong --- p.34 / BILIOGRAPHY --- p.38

This study presents a quantitative investigation of the influence of various social factors – including finances, secondary school attended, resources available, culture, and family support – on the perceptions of success (in terms of academic performance and skills gained) of adult learners who are using online learning as the primary educational medium. The research was conducted with 100 students of The International Hotel School in South Africa. A quantitative research methodology was followed and a survey questionnaire was used as the data collection method. The data from closed-ended questions was analysed using Statistical Analysis System (SAS), with the data from open-ended questions being used to aid in the interpretation of the information organised quantitatively. Findings suggest that certain social factor constructs namely: finances, secondary school preparation for tertiary education, and internet accessibility, significantly impact the perceptions the students have on being successful in online learning. Some recommendations that spring from the study are to provide more funding to students, better access to more suitable resources and providing students with unlimited access to the internet for longer periods of time. It is also recommended that a follow-up study with a larger and more varied sample (possibly including public sector tertiary education students), and more questionnaire items per social factor is necessary to cast further light on the impact of social factors on adult students’ online learning experiences. / Educational Studies / M. Ed. (With specialisation in Adult Education)

published_or_final_version / Business Administration / Master / Master of Business Administration

Se cuenta con estudios acerca del manejo de residuos sólidos, la sostenibilidad y la ecoeficiencia en hoteles, sin embargo, pocos analizan las acciones y decisiones tomadas por el área administrativa. Por ello, este estudio evalúa las acciones implementadas para una adecuada gestión integral de residuos sólidos por hoteles de 4 y 5 estrellas de Lima Metropolitana. El presente artículo, describe el contexto normativo e institucional de los hoteles para el manejo de sus residuos sólidos, analiza las acciones de gestión integral de residuos sólidos implementadas en los mismos, sus impactos y sus resultados tanto dentro como fuera de sus instalaciones. Asimismo, se describen los cambios y desafíos originados por la pandemia producida por el COVID-19. Para ello se realiza una revisión bibliográfica, normativa y una investigación cualitativa apoyada en entrevistas a profundidad a jefes de operaciones de hoteles en Lima. Se verifica que el abordaje de la gestión integral de residuos sólidos en la hotelería es fundamental dada la cantidad de residuos generados a diario, especialmente, los residuos orgánicos por el porcentaje que representan. En el sector hotelero se evidenció que falta internalizar algunos conocimientos y procesos básicos, operativos y técnico normativos para lograr una adecuada gestión integral de residuos sólidos. Si bien se aplican algunas políticas medioambientales y acciones orientadas a la gestión y el manejo de residuos sólidos, éstas no se realizan con un enfoque integral e integrador y pueden ser mejoradas a través de la implementación de planes y/o estrategias para cada tipo de establecimiento de hospedaje. / There are studies on solid waste management, sustainability and eco-efficiency in hotels, but few analyze the actions and decisions taken by the administrative area. Therefore, this study evaluates the actions implemented for an adequate integrated management of solid waste by 4 and 5 star hotels in Metropolitan Lima. This article describes the regulatory and institutional context of hotels for the management of their solid waste, analyzes the integrated solid waste management actions implemented in these hotels, their impacts and results both inside and outside their facilities. It also describes the changes and challenges caused by the pandemic produced by COVID-19. For this purpose, a bibliographic and normative review is carried out, as well as a qualitative research supported by in-depth interviews with hotel operations managers in Lima. It is verified that the approach to the integrated management of solid waste in the hotel industry is fundamental given the amount of waste generated daily, especially organic waste because of the percentage it represents. In the hotel sector, it was found that there is a lack of internalization of some basic, operational and technical-regulatory knowledge and processes to achieve adequate integrated solid waste management. Although some environmental policies and actions aimed at the management and handling of solid waste are applied, they are not carried out with a comprehensive and integrated approach and can be improved through the implementation of plans and/or strategies for each type of lodging establishment. / Tesis

Thesis (MTech (Tourism and Hospitality Management))--Cape Peninsula University of Technology, 2009 / The City of Cape Town implemented water restrictions from November 2004 and all residents in Cape Town had to rethink their water management practices. In the context of global environmental initiatives, this was a positive move as South Africans need to change the way water is used in line with global environmental practices. The increasing emphasis for the hospitality industry to “green the business” and implement environmental management practices forms the basis of this research project. The study focused on what water management practices are currently being utilised in selected Cape Town hotels. Initiatives available to assist the hospitality industry in South Africa were also researched to determine what assistance there is for local hoteliers who are implementing water management practices. An objective of the study was the inclusion of recommendations that hoteliers can use as a starting point when implementing water management practices. The study focused on a study amongst selected three, four and five star graded hotels in the central business district of Cape Town and Waterfront. Quantitative methods were used to generate data relating to the research objectives. A questionnaire was administered to representatives of the sampled 44 hotels to determine current water management practices. Guests within the sample group received a separate questionnaire to determine their perceptions with regard to water management practices in South African hotels. The data was analysed using the Statistical Package for the Social Science (SPSS). The findings of the study showed that South African hoteliers are starting to “green the business” and guests to South Africa do view environmental issues as a factor when choosing accommodation.

Text in both English and Afrikaans / Since the early 2000s, the tourism industry in South Africa has experienced phenomenal change and, concomitantly, the hospitality industry has also seen significant growth. This growth has been driven by factors such as the increased demand for hospitality in both the leisure and the business markets. The hotel industry has immensely been benefited. The Tourism Business Index’s report released quarterly by the Tourism Business Council of South Africa, indicating that the revenue received from each available room in the hotel sector increased significantly from 2009. Tourism research has revealed that, globally, the hospitality industry is among the largest employers of labour. The hospitality industry, especially the hotel sector, works hand in hand with tourism. Tourists traveling to a destination require accommodation which is generally provided by hotels. If the tourist is to have a good experience, it is vital that the tourist organisation and the hotel communicate so as to exchange information. Integrated marketing communication (IMC) has been described as a concept that many organisations adopt in order both to coordinate the operation of the organisation effectively and to increase the bottom line. In IMC, also creates synergy within an organisation and paves the way for consistent messages to be sent out to the organisation’s target audience. The aim of this study was to analyse the use of IMC by the View Boutique Hotel in Johannesburg, South Africa. To analyse the IMC at the hotel, in-depth interviews were conducted with both marketing staff and guests. In the aspect of planned messages, the outcome of the study revealed that the hotel uses marketing communication tools on a limited scale and, that to ensure message consistency the manager handles all external communication activities. However, the study also showed that ensuring message consistency should be the responsibility of everyone employed in the hotel. With regard to the product messages, the study showed that guests were negatively disposed towards the food, beverages, entertainment and recreation offered by the hotel. However, the service messages of the study indicated that the hotel’s service quality was good and that the staff were responsive to the needs of the guests. In respect of unplanned messages, the study showed that the hotel was receiving limited coverage from the media and that word of mouth communication was an effective tool in the hotel’s communication toolbox. On the whole, thus, it may be said that the study underscores the centrality of IMC as an instrument for creating and nurturing the relations between the hotel and its quests. It is anticipated that the outcome of this study should provide hotels such as the View Boutique Hotel with guidance in regard to utilising IMC to its full potential to make sure that there is message consistency and also to optimise communication impact. / Sedert die vroeë 2000's het die toerismebedryf in Suid-Afrika 'n merkwaardige verandering ondergaan, en daarmee saam het die gasvryheidsbedryf aansienlike groei getoon. Hierdie groei is aangevuur deur faktore soos die toenemende vraag na gasvryheid in die ontspannings- en sakemark. Die hotelbedryf het baie hierby gebaat. Volgens die besigheidsindeks vir toerisme wat kwartaalliks deur die Toerismebesigheidsraad van Suid-Afrika vrygestel word, het die inkomste uit elke beskikbare kamer in die hotelbedryf sedert 2009 aansienlik toegeneem. Navorsing oor toerisme het getoon dat die gasvryheidsbedryf wêreldwyd die meeste werk verskaf. Die gasvryheidsbedryf, en veral die hotelbedryf, gaan hand aan hand met toerisme. Toeriste wat na 'n bestemming reis het akkommodasie nodig wat oor die algemeen deur hotelle gebied word. Om te verseker dat toeriste positiewe belewenisse het, is dit kritiek dat toeriste-organisasies en hotelle kommunikeer om inligting uit te ruil. Geïntegreerde bemarkingskommunikasie word beskryf as 'n konsep wat baie organisasies aanneem om die bedryf van die organisasie effektief te koördineer en die netto wins te verhoog. Geïntegreerde bemarkingskommunikasie skep medewerking in 'n organisasie en baan die weg vir konsekwente boodskappe wat aan die organisasie se teikengehoor uitgedra word. Die doel van hierdie studie was om die gebruik van geïntegreerde bemarkingskommunikasie by die View Boutique Hotel in Johannesburg, Suid-Afrika, te ondersoek. In die ondersoek van die geïntegreerde bemarkingskommunikasie by die hotel is diepgaande onderhoude met bemarkingspersoneel en gaste gevoer. Ten opsigte van beplande kommunikasie het die studie bevind dat die hotel bemarkingskommunikasie-instrumente op beperkte skaal gebruik, en om te verseker dat die kommunikasie konsekwent is, hanteer die bestuurder alle eksterne kommunikasie-aktiwiteite. Die studie het egter ook getoon dat dit elke werknemer by die hotel se verantwoordelikheid is om konsekwente kommunikasie te verseker. Met verwysing na produkkommunikasie het die studie getoon dat die gaste negatief ingestel was oor die kos, drankies, vermaaklikheid en ontspanning wat by die hotel aangebied is. Die studie het egter bevind dat die diens by die hotel goed was en dat die personeel goed op die gaste se behoeftes gereageer het. Met betrekking tot ix onbeplande kommunikasie het die studie getoon dat die hotel beperkte dekking in die media geniet en dat mondelinge kommunikasie 'n doeltreffende instrument in die hotel se arsenaal is. Oor die algemeen kan daar gesê word dat die studie die sentraliteit van geïntegreerde bemarkingskommunikasie onderskryf as instrument vir die skep en uitbou van verhoudings tussen die hotel en sy gaste. Die resultate van hierdie studie behoort aan hotelle soos die View Boutique Hotel riglyne te bied oor hoe geïntegreerde bemarkingskommunikasie ten volle benut kan word om konsekwente kommunikasie te verseker, en om die impak van kommunikasie te optimeer. / Communication Science / M.A.(Psychology)

La indústria hotelera es presenta avui com un dels subsectors més destacats del sector turístic i del sector econòmic espanyol. El seu impacte tant a l'economia com al seu entorn d'actuació és molt destacable i estratègic pel desenvolupament del país i la seva zona d'influència. Durant els últims anys, el sector basa la seva estratègia en un alt desenvolupament de la oferta. Durant aquesta mateixa etapa, la demanda ha experimentat una sèrie de canvis i disminucions ocasionats per la revolució de les tecnologies de la informació i la comunicació, l'aparició de nous segments i l'augment de l'exigència de la relació qualitat-preu, fet al que el sector hoteler no ha sabut adaptar-se.Fins a la data, tot i que la qualitat ha estat un element valorat pel sector, no s'han aconseguit grans avenços en el que respecta a la implantació d'aquesta filosofia. El sector públic espanyol aposta per a la seva implantació mitjançant el desenvolupament de normes de qualitat; el sector privat, paral·lelament, desenvolupa segells i marques turístiques per a destacar la qualitat dels establiments acollits. Tot i aquestes actuacions, la implantació no ha estat tant elevada com ho ha estat a d'altres sectors , fet que ha portat a plantejar si els plans desenvolupats són realment els més adequats pel sector.Per respondre a la problemàtica descrita i després d'una revisió de la bibliografia relacionada amb la qualitat, qualitat de servei i qualitat de servei aplicat a la hotelera, es planteja el propòsit del treball que és la determinació i priorització de quins són els aspectes de gestió que portaran a una cadena hotelera a millorar la seva qualitat de servei. Per a dur a terme el treball, s'han considerat les opinions d'un grup d'experts directius hotelers i els resultats d'una enquesta que s'ha realitzat a les cadenes hoteleres a Espanya.La metodologia d'anàlisi és doble, per a una banda s'ha aplicat la tècnica del concept mapping a les opinions d'un grup d'experts directius hotelers, fet que , després de l'aplicació del multidimensional scaling i un anàlisi clúster, ha suposat la determinació de 84 aspectes de gestió agrupats en set clústers que reflecteixen set àmbits de gestió a considerar per les cadenes hoteleres, que són: Gestió dels Recursos Humans, Gestió de màrqueting estratègic, Gestió de la informació de clients, Gestió interna de la cadena hotelera, Gestió interna de la qualitat, Gestió estratègica de la cadena hotelera i Gestió estratègica de la qualitat. Per d'altra banda s'ha utilitzat un procés de raonament qualitatiu, fonamentat en les ordres de magnitud, amb el propòsit de determinar quins són els aspectes prioritaris entre els trobats a la fase anterior. Per a dur a terme el procés, s'han utilitzat els resultats obtinguts d'una enquesta que s'ha fet a les cadenes hoteleres a Espanya. Els resultats mostren una importància cap al pensament estratègic de la cadena hotelera tot i que no és veu un clúster que sigui més valorat que els altres. / La industria hotelera se presenta hoy como uno de los subsectores más destacados del sector turístico y del sector económico español. Su impacto tanto en la economía como en el entorno de actuación es muy destacable y estratégico para el desarrollo del país y su zona de influencia.En los últimos años, el sector basa su estrategia en un desarrollo desmedido de la oferta. Durante esta misma etapa, la demanda ha experimentado una serie de cambios y disminuciones ocasionados por la revolución de las tecnologías de la información y la comunicación, la aparición de nuevos segmentos y el aumento de la exigencia de la relación calidad-precio, hecho al que el sector hotelero no ha sabido adaptarse.Hasta la fecha, aunque la calidad ha sido un elemento valorado por el sector, no se han conseguido grandes avances en lo que respecta a la implantación de esa filosofía. El sector público español apuesta por su implantación mediante el desarrollo de normas de calidad; el sector privado, paralelamente, desarrolla sellos y marcas turísticas para destacar la calidad de los establecimientos acogidos. Pese a todas estas actuaciones, la implantación no es tan elevada como ha sido en otros sectores, lo que ha llevando a plantearse si los planes desarrollados son realmente los más adecuados para el sector.Para responder a la problemática descrita y tras una revisión de la bibliografía relacionada con la calidad, calidad de servicio y calidad de servicio aplicada a la hotelería, se plantea el propósito de este trabajo que es la determinación y priorización de cuáles son los aspectos de gestión que llevarán a una cadena hotelera a mejorar su calidad de servicio. Para desarrollar el trabajo, se han considerado las opiniones de un grupo de expertos directivos hoteleros y los resultados de una encuesta que se ha realizado a las cadenas hoteleras en España.La metodología de análisis utilizada es doble, por un lado se ha aplicado la técnica del concept mapping a las opiniones de un grupo de expertos directivos hoteleros, hecho que, tras la aplicación un multidimensional scaling y un análisis clúster, ha supuesto la determinación de 84 aspectos de gestión agrupados en siete clústeres que reflejan siete ámbitos de gestión a considerar por las cadenas hoteleras, que son: Gestión de los Recursos Humanos, Gestión de marketing estratégico, Gestión de la información de clientes, Gestión interna de la cadena hotelera, Gestión interna de la calidad, Gestión estratégica de la cadena hotelera y Gestión estratégica de la calidad.Por otro lado se ha utilizado un procedimiento de razonamiento cualitativo, basado en las órdenes de magnitud, con el propósito de determinar cuáles son los aspectos prioritarios de entre los expuestos en la fase anterior. Para llevar a cabo el procedimiento se ha utilizado los resultados obtenidos de una encuesta realizada a las cadenas hoteleras en España. Los resultados muestran una importancia hacia el pensamiento estratégico de la cadena hotelera pero sin que haya un clúster más importante que los demás. / The hotel industry is presented today as one of the most important sub-sectors of the Spanish tourism industry and economic sector. Its impact on both the economy as well as the environment is significant and also strategic for the country's development and its area of influence. In recent years, the industry has based its strategy on an excessive development of market supply. There have been a number of changes and down turns in demand during this period, caused by the ITC revolution, the emergence of new segments and an increasing demand for value for money, to which the hotel industry has failed to adapt. To date, and although quality has been an element valued by the industry, not much progress has been achieved with regard to the implementation of that philosophy. The Spanish public sector has decided on its implementation through developing quality standards; the private sector, in parallel, has developed seals of quality and tourism brands to enhance the quality of establishments. In spite of all these measures, implementation is not as high as it has been in other sectors, which has led experts to consider whether the plans developed are in fact suited to the sector. To respond to the above-described problem - and following a review of the literature related to quality, service quality and service quality applied to the hotel industry - this paper puts forward the identification and prioritisation of those management aspects which lead a hotel chain to improve its service quality. In developing the paper, we have considered the views of a group of expert hotel managers and the results of a survey carried out among hotel chains in Spain.The analytical methodology used is twofold: on the one hand the concept mapping technique has been applied to the views of a group of expert hotel managers, which, after applying a multidimensional scaling and cluster analysis, led to the identification of 84 management aspects grouped into seven clusters reflecting seven management areas to be considered by hotel chains. These are: Human Resource Management, Strategic Marketing Management, Client Information Management, Internal Hotel Chain Management, Internal Quality Management, Strategic Hotel Chain Management and Strategic Quality Management. On the other hand, a qualitative reasoning procedure based on the orders of magnitude has been used with the aim of identifying the priority areas of the findings for the previous phase. The results of a survey on hotel chains in Spain have been used to carry out the procedure. These results reveal an import shift towards strategic thinking among hotel chains but without there being one cluster that is more significant than the rest.

This study is about assessing security measures in the hotel industry in Gauteng Province, South Africa. The researcher divided Gauteng into five regions (Mogale City; Tshwane; Central Johannesburg; Ekurhuleni; and Sedibeng). The researcher adopted the qualitative approach where one-on-one interviews were conducted with the participants. There were 20 hotels that were selected to participate in the study. From the 20 hotels, where only one participant from each was involved, the researcher conducted one-on-one interviews with twenty (20) Security Managers or anybody who was responsible for the security functions at senior level at the hotels. A semi-structured interview schedule with probing questions was used as a guide to obtain comprehensive information about security measures from the participants. Random sampling approach was used in the study. From the population of 70 hotels in Gauteng, where the sample of twenty (20) was derived, was the group within which the researcher was interested in for obtaining data. Since Gauteng Province is huge, the researcher only conducted research within the four metropolitan areas consisting of Johannesburg, Mogale City, Tshwane and Ekurhuleni. The aims and objectives of the research study are as follows: • Outline the nature of business that hotels are engaged in; • Investigate if there are security policies and procedures as part of effective security component; • Examine what important assets need to be protected at hotel facilities; • Uncover the risks facing assets in the hotel facilities; • Determine what incidents of loss took place in the hotel facilities; • Examine what assets are mainly targeted by perpetrators at hotels; • Uncover the profile and modus operandi of hotel perpetrators; • Examine the effectiveness of security measures and systems that are put in place at hotels; • Explore if security systems are integrated at hotels; • Determine the frequency of conducting risk assessment at hotels; • Check if pre and post-employment screening is conducted for security officers at hotels; • Find out if the guests inquire about security measures when making reservations; and • Find out how guests feel about security at the hotel facilities. The study revealed the following: • Hotels are business entities which attract different types of guests, nationally and internationally. Different services that are offered at the hotels which make hotels the main choice of destination to the guests are: accommodation for sleeping, leisure, and work commitments such as workshops or conferences. The study also revealed that most of the clientele comes from the corporate sector. • There are basic security measures in place in the hotels. These range from security policies, security procedures, physical security (for example, technological security such as Close Circuit Television (CCTV) surveillance system, adequate security lighting, security personnel (contract or in-house), alarm systems, armed response, access control systems and security fence or walls). The security measures were also appeared to be put in place in accordance with the location of the hotel. If the hotel was surrounded by other business areas, the level of security was more focused in the inner security layer. If the hotel was standing alone, the different security layers (the inner security layer, the outer and the middle security layers) were adequately protected. • Hotels are faced with different risks such as theft, prostitution, murder and assault, among others. Theft however was found to be across the board; for example, people were stealing the hoteliers’ property or the guests’ property. • Prostitution was found to be prevalent at hotels. Prominent people from political arena, corporate environment and other guests were interested in the prostitutes. Prostitutes were said to have their own modus operandi of using drugs to their prospective clients and then rob them of their money and belongings thereafter. • Most of the assets which are targeted by hotel perpetrators were found to be: guests/hotel money, hotel goods, guests’ cars, goods in guests’ cars, televisions, home music systems and mobile devices such as laptops and cell phones. • The profile and modus operandi of hotel perpetrators. • Security assessments are conducted at hotels so as to figure out what security risks are facing the hotels. • Hotels need to be protected at all times against criminality as it tarnishes their image. • Most of the guests do enquire about the safety of the hotel before making a booking. Some of the guests mainly from the corporate sector do send their security specialists to assess the level of security at the hotel prior to making a booking. As the findings on this study were based on aims and objectives, recommendations for crime combating, proactive protection and future research were identified. The recommendations will, hopefully, also improve any inadequate security measures that may have been revealed by the study. / Criminology and Security Science / M.A. (Criminal Justice)