The major purpose of this study was to identify customer and employee satisfaction levels and the most important satisfaction factors in the lodging industry by the example of two hotel properties of a resort on the East Coast. This study included a sample of 267 customers, while the exact number of employees was unknown. The customer satisfaction survey was prepared by the consulting agency. It was conducted in the form of a 10-minute telephone interview with the customers who stayed at the resort 30 days prior to the survey. The customers indicated their satisfaction levels with six areas of the customer experience at the resort such as dining experience, golfing experience, experience with spa, beach club experience, experience with facilities/activities, and guest problems experience. Top 10 and lowest 10 customer satisfaction factors were found for both hotels of the resort. Four similar factors out of 10 positive ones were found to be in both of the hotel properties. Nine similar factors out of 10 were ranked as least satisfying in both of the hotels. The range score between the highest and the lowest customer satisfaction rating for the Hotel A was found to be 1.44, and for B Hotel 1.6. As for the overall customer satisfaction in two hotels, the overall customer satisfaction for the Hotel A was 4.5 (90%), and for the Hotel B was 4.58 (91.6%). To identify the customer satisfaction factors, four areas were selected for the analysis: staff, room divisions, recreation, and conflict resolution. Satisfaction with Room Divisions received the highest overall mean scores (4.64-for Hotel A, and 4.83- for Hotel B), while Conflict Resolution area received the lowest satisfaction scores for both of the Hotels (4.51- for Hotel A, 4.48- for Hotel B). The employee satisfaction questionnaire was created by the human resources department of the resort. The employee satisfaction survey was represented by 12 areas: the company; vision/mission/values; interact; your job; your department; physical work environment; communications; leadership, supervision and management effectiveness; teamwork; pay, opportunity, and benefits; career development and training; quality; and demographic information. To determine the employee satisfaction levels, the mean percentage scores of all positive and negative employees' responses were calculated. Satisfaction with Your Department received the highest positive total percentage mean score of 81.1%, while satisfaction with the Interact program implemented by the resort received the lowest positive mean percentage score of 44.0%. Similar to customer satisfaction, the 10 top positive and 10 bottom negative employee satisfaction response questions were identified. The strong positive relationship (r=0.66) was found between the Hotel A and B of the resort and customer satisfaction factors. Those areas that were ranked high by the customers of the Hotel A were also highly ranked by the Hotel B customers. A Person's correlation coefficient was run on the relationship between the hotel property and customer satisfaction levels. The strong positive association was found between two hotel properties and satisfaction statements. Paired sample t-test was also run in order to determine if there was a significant difference in customer satisfaction in two hotels A and B based on the customer's responses to the questionnaire. The t equal to (-2.5), and the probability of (0.016) were found. There was found to be statistical significant difference between the Hotel A and B customer satisfaction statements.

D.Phil. / Tourism is currently the world’s fastest growing economic activity. It has also been registered as a great agent for general economic change, creating significant impact in the other sectors of economic growth. Developing countries such as Kenya and other African countries now consider tourism as a passport for development as it does not need expensive investment to initiate and operate as a national business. As a result of all these factors much attention has turned to systematic marketing of tourism with countries competing with one another in pursuit for the world’s tourists. This study was motivated by the need to create parameters that can elavate the competitiveness of a tourist destination. The general purpose of this study was to establish how hotel quality exert influence that may positively or negatively impact on destination marketing and how this can be appropriated to bolster destination popularity. The purpose was to initiate the formulation of a structured, integrated conceptual framework for hotel product/service, quality based on the normative quality expectation of the tourists and hotel operators’ strategic quality designs. A descriptive quantitative research design was used to establish the secondary objectives and to assess the five propositions that were developed for the study. Tourists and hotel operators in two major tourist provinces of Kenya were used to obtain information regarding normative and perceptive hotel product/service quality. Destination Marketing Managers employed by the only destination marketing organisation, Kenya Tourist Board (KTB) were also surveyed to provide insight on Kenya’s destination marketing strategies. They gave a position outline on the level of strategy integration as exhibited by both hotel operators and other destination management organisations in marketing Kenya’s tourism. The study established that the major attraction for tourists coming to Kenya is the unique wildlife safari, beach tourism and the natural scenery. However, it was further established that the hospitality of the Kenyan people contributed greatly in making tourists choose Kenya, and that hotel product/service quality would play a significant role in a tourist’s choice of destinations to visit as well as in repeat visits. The study also found that hotel operators and other destination management organisations neither share nor operate on a common vision as they endeavour to build destination competitiveness for Kenya. The study therefore proposed an integrated framework that may be utilised to build destination competitiveness so that the economic potential of tourism is maximised in Kenya.

<p>In this information age, the Internet has found a role in various industries such as transportation, advertising, etc. The travel industry, in which communication between travellers and travel service providers is a very important component, has as much potential as any other industry to make full use of this new medium. Already, most travel agencies and travel service providers promote their products and services using web sites. Searching for information online is now seen by many people as a way to save time and cost, especially in their travel activities. In order to fully deploy the Internet within the travel industry, understanding the use of the Internet in tourism is critical. This research sets out initially to examine the role and the impact of the Internet in the whole of the travel industry. But in order to define an achievable scope of work and because of its importance in South Africa at this time, tourism within the travel industry was chosen as the focus of the work.</p>

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

<p>In this information age, the Internet has found a role in various industries such as transportation, advertising, etc. The travel industry, in which communication between travellers and travel service providers is a very important component, has as much potential as any other industry to make full use of this new medium. Already, most travel agencies and travel service providers promote their products and services using web sites. Searching for information online is now seen by many people as a way to save time and cost, especially in their travel activities. In order to fully deploy the Internet within the travel industry, understanding the use of the Internet in tourism is critical. This research sets out initially to examine the role and the impact of the Internet in the whole of the travel industry. But in order to define an achievable scope of work and because of its importance in South Africa at this time, tourism within the travel industry was chosen as the focus of the work.</p>

Thesis (Ph.D.) - James Cook University, 2004. / Typescript (photocopy) Bibliography : leaves 455-500. Includes appendices.

Thesis (M.B.A.)--University of North Carolina Wilmington, 2009. / Title from PDF title page (February 23, 2010) Includes bibliographical references (p. 122-138)

Thesis (MTech (Tourism and Hospitality Management))--Cape Peninsula University of Technology, 2017. / The hospitality industry is one of the most popular industries in Cape Town, where it plays a major role in the economy and offers many employment opportunities. Because of this, one might have thought that learners would be encouraged to pursue a career in the industry. But learners and Life Orientation teachers in black township schools do not know about the hospitality industry: Hospitality Studies is not offered as a subject and learners receive no career guidance about this industry. This study investigates the extent of knowledge among Grade 11 learners and LO teachers in black township high schools about the hospitality industry, with a focus on the extent to which these learners are guided towards pursuing a career in the industry. The study therefore examines the information given to Grade 11 learners about the hospitality industry and the information LO teachers have about the industry to equip them to guide learners. The aim of the study is to highlight the knowledge gap that exists amongst Grade 11 and LO teachers when it comes to the hospitality industry, with the ultimate object of enhancing awareness of the industry so that learners can make meaningful career choices informed by that awareness.

The purpose of this study was to investigate the efficiency, effectiveness, and impact of learner control when using interactive video as a training tool. Food service managers (H=60) were randomly assigned to two groups, experimental and control. Each group was trained on the subject matter of food service sanitation following the program developed by the National Restaurant Association's Educational Foundation entitled, Applied Foodservice Sanitation: A Coursebook. Students of the control group were trained by the traditional, lecture-pupil technique (LPl. students of the experimental group were trained via interactive video (IV). The students of the experimental group were further randomly assigned to subgroups; limited interactive (L-I) and fully-interactive (F-I). Immediately following training, all students were given a review of the subject matter and then took the certification exam. Using t-tests to analyze scores between groups and multiple regressions to analyze the effect of time on score fc,r the experimental groups, effectiveness, efficiency, and predictability of score based on time-to-train were measured. The findings indicated that the IV program was as effective as the traditional technique and was significantly more efficient. The multiple regression analysis revealed that time was not a predictor of score; however, when students increased their interactivity while using IV programs, learning (effectiveness) increased. Interactive video programs that are designed to be limited-interactive are as effective and can be as efficient as fully-interactive programs. students who trained in small groups tended to score equally with students trained individually. / Ed. D.

When asked to identify what characteristics are needed to fulfill an entry level management position in their companies, recruiters replied they were looking for someone “good”. When asked why they are enrolled in a 4 year hospitality program, a student may say to acquire a “good” job. The purpose of this study was to investigate the word “good” as it relates to hospitality industry recruiters in fulfilling an entry-level management position, as well as the hospitality management students perspective of “good” related to acquiring an entry level management position upon graduation from a four year hospitality degree program. This study investigated characteristics, skills, experience, and education of an entry-level manager, as defined by hospitality industry recruiters and hospitality students as “good.” There are opportunities to ensure that development is relevant and valued by both organization and students, through greater understanding of which competencies the industry recruiter is looking for in a “good” entry-level manager. Examples of good practice that enable development of existing talent should be published, in order that industry, academia and college graduates can learn from each other. Industry will ultimately determine the strengths and weaknesses of each four year hospitality degree program, based on whether or not they are able to recruit “good” entry-level managers from the program’s graduates.