Organizational Climate of Food and Beverage Employees

Abstract

Seven dimensions of organizational climate and measures of perceived customer satisfaction were gathered from food and beverage employees of 14 hotels. Regression analysis revealed organizational climate to explain 26.9% of the variance in customer satisfaction with food and beverage and only two organizational climate dimensions, professional and organizational esprit, and conflict and ambiguity, displaying a unique relationship to customer satisfaction with food and beverage. Customer satisfaction with food and beverage was found to explain 18.45% of the variation in RevPAR among the hotels. Recommendations are made as to which dimensions of organizational climate should be targeted for intervention programs attempting to increase hotel financial performance.     

Measuring Personal Service Quality

Abstract

This study examined the personal service quality of international tourism hotels in China by measuring international hotel customer's satisfaction level and their perceived importance evaluation of personal service attributes. Six international hotels in Beijing and three departments (reception, food and beverage, and housekeeping) in each hotel were selected in this study. Responses from 472 customers were used for the data analysis of this study. It was found that customers identified friendliness and willingness to provide service in all three departments as service attributes with which they were very satisfied. Foreign language ability was identified as the least satisfactory in the reception and food and beverage departments. Customers also regarded friendliness and willingness to provide service as very important.     

Australian Tourism Education

SUMMARY

An appraisal of Australian tourism education is undertaken by pursuing its historical development and the key issues of teaching locations, generic skills and graduate attributes, educator competence, human resource planning and how to assess performance. It is argued that Australia, when considered as a case study in the global context of higher tourism education, occupies a distinctive and relatively successful niche. The distinctiveness derives from both its late entry into the field and the status-oriented context in which it has grown. The success is characterised by a strong research-education nexus and the consolidation rather than loss of the degree offerings over time.     

Stormy Outlook?

ABSTRACT

The education of international students in Australian universities has grown significantly over recent years, with Australia now having the highest ratio of international students to domestic students among the major English-speaking destinations popular with international students. While there is a variety of research that examines the learning experiences of international students, little research has been conducted that examines the impact that international students have on their domestic counterparts. This paper reports on research that solicits the perceived advantages and disadvantages held by 301 domestic students, who are sharing their educational experience with international students studying hospitality and tourism management. The study reveals that there is a sizable proportion of domestic students (28%) who consider that there are too many international students on campus; that domestic and international students do not readily mix and it also highlights the fact that racist incidents occur. It is suggested that institutions wishing to increase their number of international students must take into consideration the feelings and concerns of their domestic students.     

A Highlight of Tourism and Hospitality Education Issues in Taiwan

ABSTRACT

This paper was written to explore the opinions of the hospitality human resource managers in Taiwan about current tourism and hospitality education provisions. Major issues regarding tourism and hospitality education in Taiwan were identified. Based on the research findings, a number of conclusions were drawn and specific suggestions for the future of the tourism and hospitality education in Taiwan were proposed.     

Bridging the Divide Between Theory and Practice

Abstract

Experiential learning approaches such as role-play have been found to be valuable methods of bridging the divide between academic knowledge and practical skills, a problem often cited in tourism and hospitality management education. Such approaches have been found to contribute towards deeper learning by enhancing students' interest, motivation, participation, knowledge and skill development. This paper reports on the implementation of an experiential learning approach designed to encourage and facilitate deeper learning approaches, with the contributing aims of providing students with a more interesting learning experience and a broader set of skills for future employment.     

Profit improvement programmes in food and beverage operations: a new technique of profit management

For several years now the author has run profit improvement programmes (PIP) for food and beverage operations throughout the U.K. In the paper which follows he explains the underlying philosophy of PIPs, describes the methodology and demonstrates their success.     

Bringing a politics of hope to the tourism classroom: exploring an integrated curriculum design through a creative and reflexive methodology

ABSTRACT

The university classroom as it has traditionally been structured is ill-equipped to prepare the creative, problem-solving, socially engaged, and ?exible young adults that today’s employers demand. Hierarchical approaches to university education dominate, and students frequently fail to make the connections between what they are learning and real-world scenarios. In this paper, we present an Integrated Curriculum Design (ICD) project initiated by three professors at varying stages of their careers in two tourism classes in a Canadian University. While much of the scholarship on ICD to date has focused on its bene?cial aspects for students, here we employ Critical Analytic Practice (CAP) in order to critically re?ect on our own pedagogic values, questions, and learning as we experienced them over the course of this project. Through our creatively re?ective writings, we better understand how ICD has positively impacted our own ability to co-design and co-deliver meaningful learning experiences in the tourism classroom. Our research makes three contributions to: the limited scholarship on ICD in tourism, the limited scholarship focused on re?exivity in tourism pedagogical scholarship and we draw attention to the use of CAP as an innovative way to represent data in tourism in order to broaden our audience and impact.     

Organic farm volunteer tourism as social movement participation: a Polanyian political economy analysis of World Wide Opportunities on Organic Farms (WWOOF) in Hawai‘i

In recent years, Karl Polanyi's concept of the “double movement” has been resurrected to describe growing international resistance to neoliberal global capitalism. The double movement originally referred to counter-movements for social protection against the 19th and early 20th century laissez-faire market. Today, it describes the growth of new social movements which often resist neoliberal economic practices and ideologies. Drawing on Polanyi's concept of the double movement and on recent work on neoliberalism and new social movements, this article examines farm hosts' motivations for participation in World Wide Opportunities on Organic Farms (WWOOF). It argues that farm hosts tend to articulate their motivations as an attempt to proclaim solidarity with organic, spiritual, and educational new social movement agendas. It describes how a loosely articulated organic identity converges around three corollary protective counter-movements: organic food production and consumption, spirituality, and alternative education, exploring the creative ways people are resisting neoliberal capitalism at the intersection of alternative tourism and organic agriculture. Yet, despite hosts' intentions, the article illustrates how new social movement participation through WWOOF is in constant tension with the neoliberal agrarian and tourism marketplace in which it operates, as well as the perhaps unforeseen limits of its radical horizon.     

Tourism Higher Education in China

SUMMARY

This paper first reviews the origins and development of tourism higher education in China, then elaborates on its present hierarchy of programs, regional distribution and mechanisms for operating schools. Based on an investigation, the paper also discusses the educational objectives, program setup, curriculum design, textbooks and reference materials. It summarizes the problems and challenges China's higher education studies in tourism are facing, and in conclusion, it explores development trends and offers suggestions for its future.     

Can craft beverages shape a destination’s image? A cognitive intervention to measure pisco-related resources on conative image

Assessing potential tourists' perceptions is vital to build a destination image and brand capable to attract new and repeated visitors. The increasing popularity of craft beverage tourism in recent years is incentivizing destinations to (re)design their offerings and (re)brand their image based on their craft beverages. This study investigated how the image of an emerging craft beverage tourism destination (Ica, Peru) is formed among potential tourists by inducing cognitive image (knowledge presented through picture-text dyads) of Ica's iconic resources, staple craft beverage (pisco), and resources associated with its production. Additionally, it measured the impact of local resources' characteristics, affective image, and personal characteristics on conative image (interest to visit and willingness to recommend) at different intervention stages. Results indicate that pisco-related resources are powerful enough to motivate travel, and that the characteristics of a mix of resources should be combined with beverage-specific information when developing branding strategies for craft beverage tourism destinations.     

Total Quality Management and Tourism and Hospitality Education

ABSTRACT

This paper examines the application of quality management concepts in relation to the provision of tourism and hospitality education, with a specific focus on Thailand. The key quality concepts, namely quality control, quality assurance, quality audit and “Total Quality Management” (TQM) are identified, and the applications of these concepts in the provision of tourism and hospitality education are discussed. The paper explores three main themes. The first is to examine how quality issues have been applied to tourism and hospitality education. Second, the paper outlines the concepts of quality management, which represent the key element of a TQM strategy to implement conformance to standards and quality improvement. The third theme discusses the specific case of Thailand, drawing on research in its early stages which examines quality management in tourism and hospitality education in Thailand. An outline of the nature of tourism and hospitality education in Thailand is provided, followed by a synopsis of the significant challenges facing Thai tourism and hospitality education. A procedure for examining quality in tourism and hospitality education in Thailand is proposed.     

Tourism in China and professionalism: An insider's perspective

This paper starts with an overview of tourism development in China in the past two decades. While highlighting much of the government initiative which makes progress possible, it tries to pinpoint the primary cause of the existing problems China faces. It is the lack of professionalism, which can be found in government decision making, business management and operation, education and training. The solutions will come mainly from the inside, and one can see efforts being made by policy‐makers and the front‐line people, but it is believed that overseas professionals have a positive role to play, as they have done in China's hospitality industry in the past.     

Mitigating Social Loafing in Team-Based Learning

ABSTRACT

Team-based learning (TBL) is becoming increasingly present in higher education hospitality classes. There are many advantages to TBL but instructors should be aware of social loafing, or withholding of individual effort, that is frequently associated with TBL. This paper explores the theoretical accounts of social loafing in a two-stage quasi-experimental study on three undergraduate sections of Organization and Management in the Hospitality and Tourism Industry (HTM 212). Methods of peer evaluation were used to control for the evaluation-potential thought to mitigate social loafing. Evidence was found that evaluation-potential does play a role in reducing social loafing but might be operationalized through fellow team members rather than the instructor, as the literature suggests.     

Internet in Travel and Tourism-Part II: Expedia

Abstract

The Sheraton Walker Hill Hotel and Towers, Seoul, started to reengineer their telephone operations, reservations, and sales and marketing activities into what is known as multi-task operations resulting in increased efficiency such as accessibility and speed, and more productive sales and marketing activities. Especially, areas such as cross-selling and up-selling, personalized services, and data mart information technology with the extension of multi-task operations has great potential to increase sales and marketing activities for the Korean Theater Restaurant, banquet and events, and other important food and beverage outlets. This case presents the importance of the fit of integrated elements such as structure, information technology, leadership, and culture in the strategy implementation process. However, empowerment, incentive and reward systems, and control systems should be considered for long-term implementation of multi-task operations.     

Tourism Degree Education in Australia and Its Relevance to China

ABSTRACT

This paper overviews the evolution and development of tourism degree education in Australia from its beginnings in the early 1970s to the present time (2005). From this analysis a number of key issues are raised which are then compared with issues arising from tourism degree education in China. Whilst there are many differences between the situation in Australia and that of China the differences are outweighed by a remarkable number of similarities.     

Developing cultural understanding through story-telling

ABSTRACT

This paper supports the notion that stories can be used to share diverse experiences and build cultural understanding. It is developed from a case study of a module which teaches and practices story-making and story-telling to develop cross-cultural communication and understanding. The paper illustrates a staged process of teaching and learning through stories, reflecting upon our experience at each stage. It explores our role as story-tellers as we engage in a field trip in Indonesia and use stories of our own lives to develop communication with our hosts, encouraging interaction and dialogue about the commonalities and differences in our lives. Our personal journeys are captured in daily journals and a post trip reflection which are used to explore our experience and learning. The paper highlights the contribution of stories to the development of multi-cultural literacy, cross-cultural communication and critical reflexivity.     

Influence of recreation on education aspiration

In the wide context of travel and tourism, recreation plays a significant role in occupying holiday‐maker's agenda, so much so that destination is often sought based on recreation activities it offers. Campus recreation for example, is a major component that influences the young when choosing the destination in which to pursue higher education. However, the truly‐important‐but‐often‐dismissed role of recreation is perhaps its value towards the intellectual development of youth. This special value is perhaps more apparent if we discuss it in the context of adolescents in a campus setting i.e. the students. This study is an attempt to examine the relationship between these two dimensions. Specially, it looked at the link between recreation and academic aspirations and achievement using a specific student population. Aspiration is measured by looking at an individual's attitudes, motivation and expectation with regard to formal education. Findings from the study indicated a strong relationship between intensity of recreation with aspiration. It is found that the more intense the recreation activity, the more positive the individual's aspiration towards in class learning is. However, the same cannot be concluded for relationship between intensity of recreation with academic achievement. This is because the study found that individuals who recreate most intensely do not show good academic achievement. The same scenario is also true for those who recreate least intensely. Individuals who showed the best academic achievement are found to be those who recreation intensity is comparatively moderate. The study provided several recommendations for the planning and provision of recreation activities in institutions of higher learning and emphasized the need for students to recognize the importance of balancing academic and nonacademic pursuit in their time management.     

Socio‐demographic variables,recreational resource use,and attitudes toward development in Camrose,Alberta

The paper examines relationships between socio‐demographic variables, recreational behavior, and attitudes toward development of a natural recreational resource among a city‐wide sample of residents of the city of Camrose, Alberta. Three aspects of recreation behavior, namely participation in recreation in general, participation in selected activities, and use of the resource were found to be associated with four socio‐demographic variables. The relationship with age was the strongest and most consistent, but income, education, and family size were also important. None of the aspects of recreation behavior was related to sex and marital status, nor was it possible to use any of the variables as predictors of the frequency of recreational activity. Respondents additionally differed with regard to the perceived importance of future decisions about the resource, and it was found that variations in preferences for future activities and proposals were consistent with these perceptions and with current use patterns. The findings are discussed in terms of their theoretical contribution to research on socio‐demographic variables arid recreation behavior, notably with reference to opportunity theory, and with reference to their role in choosing strategies of recreational management.