康乃尔酒店管理学院核心资源及持续竞争优势分析——兼议对中国旅游接待业教育的启示

中国旅游发展起步较晚,在旅游教育的多数领域落后于西方发达国家。选择西方优秀旅游院系进行系统研究并总结其成功经验,对于提高我国旅游教育水平有着重要的意义。本文以持续竞争优势理论为框架,以全球旅游接待业教育的典范——康乃尔酒店管理学院为对象,详细分析了这所著名酒店学院的核心资源和确保其长期保持领袖地位的持续竞争优势,并提出可供中国旅游教育界参考借鉴的措施建议。     

中外饭店管理专业本科教育的实证分析——以康奈尔大学酒店学院和北京联合大学旅游学院为例

本文选取美国康奈尔大学酒店学院和北京联大旅游学院两所具有代表性的院校为例 ,对饭店管理专业本科教育的课程体系设置、课程安排、教学内容、实践环节等方面进行了较为深入的对比分析。通过这一分析 ,为我国旅游饭店管理专业本科教育的进一步发展提供了参考。     

旅游高等院校产学研合作教育模式的中外比较研究——以康奈尔大学酒店学院与北京联合大学旅游学院为例

本文以美国康奈尔大学酒店学院和北京联合大学旅游学院两所具有代表性的院校为例,从"产学"、"产研"、"研学"结合3个方面对两校的产学研合作教育模式进行分析,比较了两校在产学研合作教育方面的异同,并试图从中得到一些启示,为我国旅游高校产学研合作教育的进一步发展提供参考.     

Rates of pay in the British hotel and catering industry

This section is intended to supply the readers with quick information on recent developments in Hospitality Management.Reseach Notes may consist of: (1) new research findings including preliminary data from pilot studies; (2) reports on small research projects not requiring extensive presentation; (3) case study reports that describe a truly new phenomenon; (4) methodological comments; (5) brief theoretical statements that are either an original contribution or comments on previously published studies. All such notes must be prepared in the appropriate International Journal of Hospitality Management style and not exceed 800 words.Research Notes should be sent in duplicate to: Dr. Abraham Pizam, Research Notes Editor, Dept. of Hotel, Restaurant and Travel Administration, University of Massachusetts, Amherst, MA 01003, U.S.A. They are refereed by the Section Editor.     

Managing Quality in Hotel Excelsior

Abstract

There is no doubt that quality in the hotel industry is an important issue. Delivering quality in hospitality operations involves reliably providing accommodation, food, service and entertainment within an environment that meets the expectations of customers, simultaneously creating opportunities for adding value that will exceed expectations and result in delight and repeat purchases or recommendations. Managing quality in hospitality operations is difficult, complicated by the complex blend of production and service elements that need to be managed over the short cycle of operations. Hotel Excelsior initiated a benchmarking exercise in 5-star hotels and recognizing the contribution that quality might play in achieving company objectives in marketing and profitability, decided to gain ISO 9002 registration in July of 1999. ISO 9002 does not guarantee improvements in quality, but the management of Hotel Excelsior believes that the systems and controls have this effect. Hotel Excelsior has taken on that challenge. The paper analyzes how they established HRN EN ISO 9002 (Croatian Norm European Norm ISO 9002) and the advantages of an orientation towards quality.     

Tourism investment for the future

The increasing potential of tourism to create jobs and wealth is not, unfortunately, matched by government and private sector realization of what the industry has to offer. Jonathan Bodlender of Horwath and Horwath (UK) Ltd, the Leisure Consultants, argues that unless investment from these two sectors is forthcoming, potential will be lost all round. Tourism jobs are cheap to create compared to other industrial sectors and the high tourism multiplier effect ensures a good return on investment for government, private industry and therefore for national economies as a whole. This piece was originally prepared for a joint International Hotel Association and American Hotel and Motel Association meeting in New York, November 1983.     

Association meeting planners’ loyalty to hotel chains

Many associations alternate the location of their annual convention. Hotel chains can have a significant advantage over independent hotels in that respect due to their network of properties across the country and the consequent potential for cross selling. This study explores the relationship between association meeting planners and hotel chains, with a particular focus on loyalty issues. It investigates meeting planners’ reasons for being loyal to a specific hotel chain and their future intentions. Hotel practices, features, and benefits that planners regard as important in developing loyalty to a chain are identified. Performance ratings for these attributes are then established, and contrasted with importance ratings, highlighting opportunities for hotel chains to improve relations with loyal planners.     

试论酒店管理专业培训课程的开发与设置——以加拿大富豪星座酒店管理学院为例

本文以加拿大富豪星座酒店管理学院为例 ,就旅游教育产业培训课程的开发、课程设置与内容的更新、课程体系的连续性及教学方法的改革等方面提出一些看法 ,以期与大家共同探讨。     

Tourism today: A geographical analysis : by D.G. Pearce Longman, Harlow, 1986, 229 pages, £9.95

Chris Cooper, of Surrey University's Department of Management Studies for Tourism and Hotel Industries, describes the uses and significance of the technique of interpretation in providing an interface between the tourist destination and the visitor. Interpretation can enhance the visitor experience by making the attributes of the resort more comprehensible.     

An Assessment of Key Hotel Guest Contact Personnel in Handling Guest Complaints

Abstract

The quality of a guest's hotel experience is frequently dependent on the consistency with which hotel standards of service are applied. Where the existing systems break down, guests will complain. This should be viewed as an opportunity for the hotel's management. However, some hotel direct guest contact personnel may view guest complaints as causes for panic rather than opportunities for improving the hotel operation. Guests whose complaints were resolved satisfactorily were willing to return back to the hotel. Proficiency in handling their complaints results in greater guest satisfaction and loyalty. The application of the research will be on Hotel Assistant Managers/Guest Relations Agents to investigate whether they are applying the necessary steps and techniques to solve guests' complaints related either to tangible or intangible products in hotels. Results indicate that Hotel Assistant Managers and Guest Relations Agents could improve their effectiveness in handling guests' complaints. Assistant Managers were found in this study to be better at handling complaints than Guest Relations Agents.     

Publication in Review

ABSTRACT

HOSPITALITY FACILITIES MANAGEMENT AND DESIGN (second edition), David M. Stipanuk, 2002, Michigan: Educational Institute of the American Hotel and Lodging Association (2113 N. High Street, Lansing, MI 48906), ISBN: 0-86612-191-9, 595 pages (paperback).     

Exploitation of Renewable Energy in the Hospitality Sector: Case Studies of Gaborone Sun and the Cumberland Hotel in Botswana

This study examines the factors influencing the adoption of renewable energy technologies at two hotels in Botswana. Interviews with key informants from Gaborone Sun and the Cumberland Hotel were used to collect the data for this study. The study was designed along the general conceptual model of the drivers and barriers of corporate “greening.” Narrative analysis was used to present the findings. Results point to the fact that the availability of the biogas and solar technology in Botswana, political leadership, financial benefits, the availability of a comprehensive environmental sustainability program, and strong environmental management values were the driving forces behind renewable energy adoption by the two hotels. The major barriers against biogas adoption by the Cumberland Hotel included lack of financial resources and limited waste. For solar energy adoption at Gaborone Sun, the main problem was lack of space for further expansion, which has also constrained the hotel’s efforts for wastewater recycling. These results have implications at both local and national levels. Environmental management strategies and values should drive the exploitation of renewable energy by local hotels. At the national level, results imply that the government should take a more responsive approach in facilitating the adoption of renewable energy plans by the corporate world.     

饭店服务质量的测量与改进

饭店服务质量是饭店的生命。为了改进饭店的服务质量，基于Parsuraman提出的SERVOUAL方法，本文提出了饭店服务质量的满意度测量法，然后，采用鱼刺图对饭店服务质量问题进行分析并提出改进方案，新悦饭店的示例表明，本文所提出的方法是有效的。     

English educational tourism

Public sector attractions in the UK are becoming more consumer orientated and special attention is being paid to the needs of children. Chris Cooper and John Latham, Lecturers in the Department of Management Studies for Tourism and Hotel Industries at the University of Surrey, UK, have carried out a survey of educational visits to tourist attractions in England leading to more detailed research aimed at determining various parameters of the English educational market.     

内地赴澳门自由行游客特征研究

本研究通过在澳门边境检查站和富豪酒店随机抽样调查的方式获得的内地通过自由行方式到澳门旅游的游客样本478个。通过SPSS软件分析，揭示了内地赴澳自由行游客的基本特征、行为模式和对澳门旅游设施的满意度。通过对比2003年调查的随团到澳门旅游的内地游客，本研究发现，自由行游客同随团的游客相比有比较大的差别。     

基于SCP范式的浙江省饭店产业组织优化研究

浙江省饭店业在持续发展的进程中正迎来新一轮的投资建设高潮,市场也将面临日趋激烈的竞争和新的挑战.本文运用产业组织理论的SCP分析范式,透过浙江省饭店业的发展现状,分析与揭示目前饭店产业组织内部市场结构、市场行为与市场绩效等生产要素之间的相互关系及存在问题,在此基础上提出提高产业绩效、促进产业结构合理化.市场资源配置优化的政策建议.     

酒店实习生工作满意度及其影响因素研究

酒店实习生作为酒店人员组成中的一个特殊部分,其工作满意度的高低对实习酒店和酒店行业来讲都有重要影响.但实习生的员工满意度与一般员工相比,有相同之处,也有不同之处.本文通过因子分析和分步多元回归分析,在控制了性别、学历、实习时间、酒店类型、实习部门、实习职位等变量的情况下,发现显著影响酒店实习生满意度的因素最主要的有三类:工作报酬、领导水平和培训机会.而被多数学者证明的对员工满意度有重要影响的"人际关系"对实习生的工作满意度没有显著影响.进一步分析表明,实习生的工作满意度及三类影响因素与其行业前景预期和留职意向显著相关.     

关于应用型大学饭店管理专业教学模式改革的思考

应用型专业大学生供需错位,饭店管理专业具有典型意义。按照市场需求培养应用型人才,是应用型大学的出路所在。本文在对北京市部分中高星级饭店进行问卷调查、走访与座谈,了解行业对饭店管理专业人才要求的基础上提出关于人才培养目标、课程设置、专业实习以及师资培训等方面的改革建议。     

The transpitality industry

Hotel operations can be usefully viewed as part of a larger system, the transportation-hospitality, or transpitality industry. The two service industries concerned are inextricably linked. There is already some cooperation between the two, but this paper argues that closer cooperation may well be possible and potentially profitable. Linkages discussed include those through computer data banks, the use of network models, common planning, and the services provided by either arm of the industry to ease the strain of travel for the consumer.     

Determinants of Tunisian hotel profitability: The role of managerial efficiency

Using financial data derived from 27 hotel companies operating in Tunisia, the paper reports an analysis of hotel profitability. Using Data Envelopment Analysis (DEA) and the Return On Assets (ROA) analysis managerial efficiency is shown to be important when holding geographical and operating contracts as constants. Nonetheless these two aspects have important implications for hotel profitability. Hotel size, level of indebtedness, exposure to crisis events and levels of managers' education are also influential. The implications for management tenure and optimal age of a hotel are discussed.