The Challenges of Providing Training in Small Sized Lodging Properties

ABSTRACT

Labor issues confront the lodging industry in good times and in bad. Employee training is viewed as a means to manage labor challenges and the hospitality industry is not well known for specializing in employee training. Small sized properties have unique challenges to implementing training practices and this study focused on understanding the training practices of small sized lodging properties. Two hundred eighteen lodging owners/general managers responded to a mailed questionnaire regarding training practices. Overall, less small properties provide training. Properties value training similarly, however, small properties provide less training, experience lower occupancy, are less often profitable, and experience some unique barriers to training. Considerations must be made for this lodging group and suggestions for addressing these issues are provided.     

Entrepreneurial orientation in family firms: the case of the hospitality industry

Research increasingly shows interest in the motives and characteristics of entrepreneurs in the tourism and hospitality industry. Small and medium-sized family firms dominate this industry. Learning from the concept of entrepreneurial orientation and family business research, this explorative study aims at analysing entrepreneurial behaviours and their effect on performance as perceived by owner-managers of hospitality family businesses. The authors conduct narrative in-depth interviews to understand the managers' meaning of entrepreneurship and performance, and discuss the results in the light of existing entrepreneurship literature. Results indicate that family firms in hospitality and tourism are peculiar, and their embeddedness in the destinations and regions outlines their entrepreneurial behaviour against Schumpeter's definition of growth-oriented entrepreneurship.     

Service Recovery Readiness in Australian Hospitality and Leisure Operations

ABSTRACT

Hospitality and leisure operations across Australia have experienced phenomenal growth over the past few decades. This growth can be attributed to globalisation, deregulation, increased household disposable income, and technological advancements. As organisations continue to strive for a competitive edge, increased attention is given to consistency and reliability of service delivery. However, given the significant human element in the production and consumption of services, mistakes are inevitable (albeit not intentional). Service recovery is therefore a central ingredient in maintaining quality of service delivery. It facilitates customer satisfaction, increases loyalty and repeat patronage, and fosters positive word-of-mouth recommendation. The present paper develops an integrated model of the key concepts of service delivery-illustrating the importance of the relationships among service quality, empowerment, and service recovery. To obtain a better understanding of the importance that organisations place on service recovery, an exploratory study is presented. This consisted of interviews and questionnaires across selected hospitality and leisure operators in Australia. The findings show that service recovery is viewed as an important component of business practices. However, there are noticeable gaps-particularly in relation to organisational readirecovery.     

Research issues for employee empowerment in hospitality organisations

Employee empowerment is said to have much to offer hospitality organisations. Empowered employees will respond to customer needs as they arise, they will react appropriately to customer complaints, and they will develop a sense of ownership taking personal pride in ensuring that service encounters are a success. A more considered approach suggests that claims for employee empowerment need to take account of different definitions and meanings used by managers. They fail to recognise the initiatives which are called empowering take different forms which result in different working arrangements and boundaries for what the empowered can do, and represent different benefits to employees and employers. Whatever the intentions of managers, the effects of empowerment will be mediated by the experiences of the empowered. There are likely to be tensions between managerial intentions and employee experiences of empowerment. This paper suggests that there is unlikely to be a simple trade-off between empowering employees and improved organisational performance. A framework of analysis is needed which both examines each step in the process and the effects created.     

The Impact of Hotel Social Events on Employee Satisfaction

ABSTRACT

Employee satisfaction is an important factor in the hospitality industry. This study offers a technique to gauge employee satisfaction and demonstrates its use in an actual setting. A case study of the Mercure Mirage Eilat Hotel evaluated employee's satisfaction, before and after organizational social event, revealing that satisfaction improved after the social event. The findings also demonstrate that the composition of satisfaction altered. Prior to the organizational activity, monetary compensation was of prime importance; following the organizational activity, social issues gained significant importance in forming employee satisfaction.     

中外酒店业HRM研究进展及比较

酒店业作为以服务为第一产品的产业，人力资源管理（HRM：Human Resource Management）对其发展的重要性是不言而喻的。本文在回顾中外酒店业HRM研究的基础上，将两者进行了对比，从而剖析出两者在研究过程中存在的异同厦酒店业HRM未来的研究发展方向。以期为我国酒店业HRM的深入研究，提供一定的借鉴和帮助。     

关于中国城市饭店产业评价的思考

中国饭店业的发展加深着人们对饭店业的认识。单体饭店在走向成熟的同时，也需要整个饭店行业的成熟。文章提出衡量一个区域或城市饭店业是否成熟，有这样几个标准：拥有一批好的饭店群体，城市(地区)饭店的结构合理，有自身特色，有标志性的饭店，与城市特点相协调，有健全的行业法规，成熟的投资动机，成熟的职业经理人队伍，有成熟的市场和成熟的消费者，有成熟的饭店衍生业以及成熟的行业自律组织。     

Formation of Organizational Citizenship Behaviors in Students Employed in University Dining Services

Abstract

Organizational citizenship behaviors (OCBs) have been associated with consequences such as favorable performance evaluations, improved organizational performance, and reduced actual employee turnover. The impact of managers and co-workers work behaviors on the formation of OCBs towards individuals (OCBI) and OCBs towards the organization (OCBO) in student employees was investigated in this study. Hierarchical regression results indicate that there is a significant positive relationship between managers' and coworkers' exhibition of OCBI, and student employees' exhibition of OCBI, after accounting for several control variables. Path analysis results indicate that exhibition of certain transformational leadership behaviors by managers indirectly impact exhibition of OCBO by student employees. A weak, but significant, negative relationship was found between student employees' exhibition of OCB and intent to turnover. Managerial implications are discussed.     

Sexual Harassment in Kitchens

ABSTRACT

In summarising the main findings of this study it appears that many hospitality properties in France and Sweden do not have policies regarding sexual harassment nor have the majority of respondents received any information about sexual harassment during their training. Perceptions of what constitutes sexual harassment and the likelihood of reporting possible incidents differ between nationalities and a large percentage of both male and female respondents have experienced serious acts of sexual harassment while at work.