Hotel workers’ substance use and abuse

This study investigates the usage of tobacco, alcohol, and cannabis among hotel employees in the resort city of Eilat. Data obtained from a sample of 458 respondents, drawn from three hotel chains, provides evidence of workers’ substance consumption in light of their socio-demographic backgrounds and specific job characteristics. The results indicate a higher rate of substance use among study participants in comparison to the average in Israeli society. Substance use was found to be the most prevalent among young, single male employees with relatively low levels of education. In terms of job characteristics, front-of-the-house employees were more prone to binge drinking than back-of-the house employees. It is suggested that work-related programs and policies, such as sensible drinking workshops and smoking cessation programs, may help prevent alcohol misuse and reduce extensive substance use among hotel staff.     

An expectancy theory model for hotel employee motivation

The purpose of this study is to apply expectancy theory to employee motivation in the hotel setting and confirm the validity of expectancy theory. The proposed expectancy theory model for motivation was tested using data from 289 hotel employees. The results show that a modified expectancy theory with five components (expectancy, extrinsic instrumentality, intrinsic instrumentality, extrinsic valence, and intrinsic valence) best explains the process of motivating hotel employees. This study also indicates that intrinsic motivation factors are more influential than extrinsic factors for hotel employees, suggesting that hotel managers need to focus more on intrinsic factors to better motivate employees.     

Work-Family conflict and turnover intentions: A study comparing China and U.S. hotel employees

Employee turnover continues to be a major problem within the hotel industry. This survey-based study examined the relationship between work-family conflict and turnover intentions among hotel employees in both China and the U.S., with an additional emphasis on female employees. While the results do confirm that work-family conflict is positively related with turnover intentions, work-family conflict is more strongly related to turnover intentions among males than females. The relationship is also stronger in Chinese hotel female employees than their U.S. counterparts. Results demonstrated that neither marital status nor parenthood influences the relationship between work-family conflict and turnover intentions among hotel female employees. Management implications and future research directions are provided.     

The Senior Travel Market

Abstract

Demographically, the senior market segment is the fastest growing travel segment in the United States. While existing as one of the most influential groups of leisure travelers, they are often forgotten in the world of hotel marketing, advertising, and overall design of the hotel itself. This study examined the “Do's & Don'ts” of the senior market, as well as the importance seniors hold on service attributes, hotel layout, and building design. Findings are derived from literature reviews and observations. In addition, personal interviews were conducted to compare what hotel employees thought was an important need to the seniors in contrast to what the senior travelers thought was. Recommendations were made to assist hotel companies in attracting the senior market ranging from lifestyle advertising to building guestrooms with particular amenities.     

Application of EMSs in a hotel context: A case study

In the last decade, hotel companies have become increasingly interested in the application of environmental management systems (EMSs). However, research on the effectiveness of EMSs in the hotel industry has been sparse. This study aims to address this research gap by exploring and evaluating the application of EMSs in a hotel context. Various approaches to EMSs are identified in the literature on environmental management and EMSs, including six core EMS elements specific to the hotel industry context. To develop a rich and deep understanding of the application of EMSs in the hotel industry, a qualitative case study was conducted in which data were collected from three levels of employees, executive, supervisory and general, from an international hotel. A series of in-depth, semi-structured interviews were conducted and relevant documents were collected for analysis. Four influential factors were identified in the formation stage of the hotel's EMS: (1) Corporate governance, (2) Piloting activities, (3) Initial gap analysis and (4) Partnership with external consultancy. It was also found that the six elements identified in the environmental management literature play important roles in the implementation of EMS in this case. In addition, although EMSs can help promote a bottom-up approach to change, a top-down approach to implementing EMSs was more suitable for a hotel with a predominantly Chinese workforce, due to cultural issues. This study identified a number of factors specifically related to EMSs to complement mainstream environmental management research.     

Effect of hotel employees’ workplace friendship on workplace deviance behaviour: Moderating role of organisational identification

This study aims to explore the effect of friendships at workplaces (including friendship opportunities and friendship prevalence) on the workplace deviance behaviour (including production deviance, political deviance, property deviance, and personal aggression). This study included an examination of organisational identification for moderating relationships. The surveyees were employees and supervisors in five-star hotels in Taiwan who were willing to cooperate with the survey; each supervisor managed ten employees. A purposive sampling method, a non-probability sampling method, was employed. A total of 600 employee questionnaires were distributed, and the number of valid questionnaires was 357. The results reveal the following: (1) the friendship opportunities and friendship prevalence of hotel employees negatively influenced production deviance and (2) friendship prevalence of hotel employees negatively influenced political deviance, property deviance, and personal aggression. Moreover, organisational identification moderates the relationship between hotel employees’ workplace friendship and deviance behaviour. Management implications and follow-up suggestions are proposed based on the study results.     

The effects of emotional intelligence on counterproductive work behaviors and organizational citizen behaviors among food and beverage employees in a deluxe hotel

The purpose of this study is to understand the interrelationships among the emotional intelligence of employees in a deluxe hotel, their counterproductive work behaviors, and organizational citizen behaviors. The sample of this study consists of 319 food and beverage (F&B) employees of a five-star hotel in Korea. The results showed that as elements of emotional intelligence, others’ emotion appraisal, use of emotion, and self-emotion appraisal significantly affected counterproductive work behaviors, whereas self-emotion appraisal and use of emotion affected organizational citizen behaviors. In addition, moderating effects were evident related to job positions in the causal relationships among emotional intelligence, counterproductive work behaviors, and organizational citizen behaviors. Limitations of this study and future research directions are also discussed.     

An investigation of the role of justice in turnover intentions,job satisfaction,and organizational citizenship behavior in hospitality industry

The relationship of organizational justice perceptions of hotel employees in North Cyprus with various work-related variables was investigated. A total of 208 employees and their managers filled out questionnaires. It was found that distributive justice tended to be a stronger predictor of all of the study variables compared to procedural justice. Findings suggest that the fairness of personal outcomes that employees receive may have more impact on turnover intentions, job satisfaction and organizational citizenship behavior (OCB) than the perceived fairness of a firm's procedures. It was also found that even though improved job satisfaction seems to be related to OCB, organizational justice seems to be the key factor that has a strong effect on both OCB and job satisfaction.     

New energy benchmarking model for budget hotels

Hotels in some countries or regions can not currently establish the energy benchmarking model based on statistical analysis due to the lack of building data. In this case, it is a question how to define an energy benchmarking model with fairness and comparability. To alleviate this problem, this paper, taking the budget (limited service) hotel as an example, develops an energy benchmarking model with composite indicator. At first an energy efficiency indicator is defined as EEUI (Equivalent Energy Use Intensity), which is indicated by energy consumption of unit hotel characteristics. The hotel characteristics involve both the business characteristics and energy use characteristics. The proposed energy benchmarking model is expressed by the weighted sum of major factors impacting on energy use, where EEUI is regarded as the dependent variable while the major factors are regarded as the independent variables. The coefficients of the independent variables are determined by the optimization model built in this paper. In the optimization model, the benchmark value of EUI (energy use intensity) provided by the nation or hotel industry is used as the benchmarking target. Finally the proposed energy benchmarking model is tested on the budget hotels. The purpose of this paper is to provide a simple energy benchmarking model with fairness and comparability to support the macro planning and management of energy saving and emission reduction urgently required by the hotel industry.     

Hotel Employees' Perception of Green Practices

This study examined how hotel employees perceive green practices. Data was collected from 220 employees working in eight green certified hotels in Orlando, Florida. Study results from an importance–performance analysis revealed that the surveyed employees rated their hotels' performance in green practices lower than the importance levels. A positive correlation was found between the employees' organizational commitment and their perception on the company's green practices. The relationship between the respondents' key demographic characteristics and their perception of green practices was also investigated. Lastly, implications for hotels are discussed to assist the companies to promote and train green practices among their employees.     

Service Quality,Relationship Outcomes,and Membership Types in the Hotel Industry: A Survey in Korea

With the ongoing attention to long-term relationships between service providers and customers, this study delved into such influential factors that include service quality and its relationship outcomes (trust, satisfaction, and continuance commitment), and those relationships among variables along with membership effects in the hotel industry. Survey data from 300 hotel customers in Korea were used to test hypotheses using structural equation modeling. Findings are as follows: interaction and environment service quality had a positive impact on trust, whereas outcome service quality had a positive impact on satisfaction. Additionally, trust was positively associated with satisfaction, and satisfaction was positively associated with continuance commitment. Memberships could strengthen the positive relationships between outcome quality and trust, interaction quality and customer satisfaction, and trust and continuance commitment. From these findings, hotels should improve service quality, generate customers' trust, satisfaction, and continuance commitment, and induce them to the membership programs for long-lasting relationships with them.     

Power consumption modeling and energy saving practices of hotel chillers

Hotel buildings consume a significant amount of energy, especially their chiller systems. This study aims to create a model of the power consumption of the hotel chillers, and to identify the practical means to reduce the power usage of chillers. The examined parameters include air-conditioned floor area, guest floor area, gross floor area, number of employees, room occupancy, food cover, outdoor air temperature, window velocity, service type and relative humidity. It is anticipated that the developed modeling equation may provide a reference for hotel engineers to forecast any diagnostic problems and form a benchmarking indicator for comparing chillers’ energy efficiency. A survey of hotels in Shanghai was carried out to collect energy consumption data of chillers during air-conditioned cooling months. Regression analysis indicates that number of staff was a major and statistically accepted factor in explaining the electricity consumption of chiller in hotels. In addition, the paper discusses some means and suggestions in reducing chillers’ power consumption.     

Human resource management and performance in the Barbados hotel industry

This article measures the effect of human resource management (HRM) on performance in the hotel industry in Barbados. It used a quantitative survey covering 46 hotels out of a population of 75 hotels. The respondents were hotel's management, being either a general manager, human resource (HR) manager or line manager. Similar to Hoque's study of UK hotels, the impact of internal and external fit and the universal relevance of HRM were tested. The findings showed no major support for external fit, universal relevance and internal fit in the Barbados hotel industry. All the hotels perceived themselves as performing well, given the focus on quality and targeting high spending tourists. A quest for high service pushes the industry more towards best-practice ‘HRM’ rather than best fit.     

The Relationship Between Demographic Characteristics and Socialization Outcomes Among New Employees in Hong Kong Hotels

Abstract

High turnover among new hotel employees has become a major concern for Hong Kong hotel managers. Previous studies have shown that the demographic characteristics of employees are related to their subsequent behavior and attitude. However, there is little vigorous discussion on new employees in particular. This study examines the relationship between the demographic characteristics of new employees and their socialization outcomes in the Hong Kong hotel industry. Its findings show that there are significant differences between the effects of certain demographic characteristics on job satisfaction, organizational commitment and turnover intentions. Some recommendations for maintaining new employees' productivity and minimizing turnover intentions are made for hotel managers' consideration.     

An exploratory analysis of turnover culture in the hotel industry in Australia

This study explores the concept of turnover culture in the hotel industry, drawing on the extensive literature on both organisational culture and turnover. A questionnaire was developed and administered to non-supervisory hotel employees. Using a cluster analytic approach, nine distinct clusters of variables were produced. One cluster containing pertinent turnover and organisational culture variables was isolated from other clusters as turnover culture. The implications for management practice in controlling a turnover culture are examined, as is the need for further research into this concept.     

Assessment of Current Training Program and Its Effectiveness in Hotels of Bhutan

The increasing number of tourist in Bhutan demands for more high-quality hotels to provide better services to guests. The objectives of the study are, (1) to assess the current training provided to the hotel employees; (2) to evaluate the training gap concerning training design and; (3) to examine relationship between the training factors affecting the training effectiveness in Bhutanese hotel industry. Findings showed mismatch of training provided to employees resulting in poor quality of service. Negative score was found between the importance and satisfaction level of hotel employees on contents of training design. However the results showed positive relationship between the training factors and training effectiveness, work environment has strong influence.     

The relationship between purpose of performance appraisal and psychological contract: Generational differences as a moderator

This study aims to explore the relationship between performance appraisal and psychological contract (PC) from the perspective of U.S. hotel employees, as perceived by different generational cohorts. The current study also examines the moderating role of generational difference on the relationship between perceived performance appraisal purpose (PAP) and hotel employees’ PC. A sample of 230 full time frontline U.S.-based hotel employees was employed to investigate these relationships. Hierarchical multiple regressions were used for data analysis and the results indicated that both administrative and developmental PAP were positively associated with PC. The positive relationship between administrative PAP and PC was significantly strengthened for Generation Y employees than for Baby Boomers and Generation Xers. There was no significant moderation effect of generational difference on the positive relationship between developmental PAP and hotel employees’ PC. The research recommended HR management practices related to designing performance appraisal systems for diverse workplace in U.S.-based hotels.     

Job Satisfaction,Organizational Commitment,and Internal Service Quality

Abstract

The purpose of this study, was to create a case study in employee attitudes on job satisfaction, in a major Las Vegas, Nevada hotel/casino. To accomplish this, the authors specifically investigated the discrete level of their job satisfaction, internal service quality, and organizational commitment. They also explored the overall impact of job satisfaction and internal service quality on employee organizational commitment. Currently there is no reported research on the simultaneous examination of these three variables. The results of this study have practical applications given the size and the nature of the casino business, in which a large number of employees may be assembled in a single location, and where employees may move easily from one property to another.     

What do hotel employees think about service robots? A qualitative study in Turkey

This study aims to determine Turkish hotel employees' perceptions towards service robots. Data were collected through 40 in-depth interviews with hotel employees from different departments. Data were analysed through thematic analysis. The results revealed that the word “robot” evoked negative emotions for hotel employees. While the hotel employees think that service robots may provide different benefits and advantages for employees and businesses, they also believe that service robots may create some problems during communication with the customers. The hotel employees also think that service robots would lead to an increased unemployment rate in the future.