Tag Archives: hospitality industry

A Case Study on Management Development

Where are we now? A review of management development issues in the hospitality and tourism sector: Implications for talent management

The paper provides a literature review into factors influencing and components of management development. It encompasses literature that addresses management learning, management development and career progression as these are seen to impact on talent management. Secondary research into articles published under the broad heading of “management development in the hospitality industry” in management, hospitality and tourism journals from 2000-2007 was conducted. After this initial trawl the author themed these into categories to aid presentation and discussion of findings. Click here to read more…

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Case Study on Employee Engagement: Marriott International Inc.

Marriott International Inc., is a leading lodging company with nearly 2,900 lodging properties in the United States and 68 countries around the world. Its heritage can be traced to a root beer stand opened in Washington, DC in 1927. As a leader in the competitive hospitality industry, Marriott understands the importance of employee health and productivity. Marriott believes its associates are its greatest asset; and as a leader in the service industry, Marriott knows that its success rests upon engaging those associates. Marriott’s robust health benefits package seeks to engage associates “We have learned that good health by meeting the needs of their families. leads to better productivity on the Jill Berger, Vice President of Marriott’s job. Click here to read more…

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Case Study on Burj Al Arab

Burj Al Arab is part of the dynamic and fast-growing luxury hospitality group Jumeirah. It is one of the most luxurious hotels in the world, catering to sophisticated business and private customers. Located on the Dubai coastline in the heart of the Gulf’s hospitality industry, Burj Al Arab is known worldwide for its exceptionally high standards of service. Many of its guests are repeat customers who appreciate the hotel’s commitment to providing a unique experience on each visit. In line with parent company Jumeirah’s “Stay Different” slogan, Burj Al Arab wanted to offer guests early access to world-leading IT facilities.



Frederick Sabty, Director of IT at Burj Al Arab, says: “Our aim is to be different and to remain at the cutting edge of technology. We offer some of the world’s best service, best food and beverages, most luxurious accommodation, and most advanced IT resources for guests. We wanted to make it even easier for our guests to access their e-mail messages, the Internet, and multi-media content.”


Burj Al Arab has already started the migration to a new operating system for back-of-house operations, but the 202 suites—there are no rooms at Burj Al Arab—have come first. Sabty says: “Our guests are our top priority. Having made the decision to switch to the best and latest technologies, including the 2007 Microsoft Office system and Windows Vista, we wanted to be up and running with the new system within three weeks. By becoming an early adopter of Vista, we are equipping our guests with a technology they will soon use for both business and leisure.” Read further..



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A Case Study on The Impact of Rewards on Employee Performance: Organisations

A Case Study about The Impact of Rewards on Employee Performance: Organisations

Introduction : Constant Changes occurring in the world today, especially with regards to technology and innovation, there is a need for companies to reassess the manner in which they communicate to both their employees and their customers. At the same time, there is also a need for these companies to organise the tasks at hand, design systems and processes, and re-evaluate and improve current management styles (Harmon, 2007). This is especially needed in areas where the competition is constantly increasing and consistently challenging.

Two of these industries are the banking industry and the hospitality industry (which the researcher shall discuss in detail in the following sections of this paper). In this chapter, the researcher shall provide a brief overview of the remaining sections of this paper, the aims and objectives of this research study, and its rationale. In addition, the researcher shall lso provide a conclusion summarizing what this chapter shall be about, which shall also be a recurring feature of succeeding chapters. Keep reading..

A Case Study on Customer Care and Customer Satisfaction in Hotels: Sheraton Hotel

Case Study about Customer Care and Customer Satisfaction in Hotels: Sheraton Hotel

Abstract: The study was intended to investigate the relationship between customer care and customer satisfaction in the hotel industry a case study of Sheraton hotel. The objectives of the study were to examine to examine customer care strategies used by Sheraton hotel, to establish the customer care service level at Sheraton hotel, to examine the relationship between customer care services and customer satisfaction.





Background: Customer care was defined by Kotler as a service that one can offer to another which is essentially intangible and does not result in the ownership of anything but brings about customer delight and satisfaction. In other words, customer care is a service that seeks to acquire new customers, provide superior customer satisfaction and build customer loyalty. As times change so do customers care aspects. The hospitality industry is one that is constantly undergoing change and because of this, the customer care service programme must be kept constantly updated as well.

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Case Study on eProductive Limited

Introduction: Established by a team of hospitality and IT professionals, eProductive Limited’s aim is to provide a completely new approach to labor scheduling in the hospitality industry. Time-consuming, paper-based procedures for labor scheduling, and dispersed it to multiple departments and locations…





A Simpler Way: eproductive provides Internet-based performance management systems that improve productivity for companies and organizations. When the company developed Productive Scheduling, its innovative labor scheduling solution for the hospitality industry, it chose market-leading technology from Sybase. eproductive Limited was set up by a team of hospitality and IT professionals. The aim was to exploit a perceived business opportunity for a completely new approach to labor scheduling in the hospitality industry…
Click here to read more on eProductive Limited</span>


Case Study on Accor North America

The Need : American Innovative was tasked with designing a custom clock radio product for the hospitality industry. Specifically, Accor North America had recently undertaken a chain wide renovation and repositioning of the company’s Red Roof Inn property. As a central point of customer contact in the room, Red Roof Inn desired a showpiece clock radio to round out the room redesign. In addition to an eye-catching form that incorporated the new room’s textures and colors, the new timepiece was to exemplify simplicity of design and ease of use. Click here to read more…

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Case Study of Training and Service Quality

Abstract: The incorporation of training procedures, both formal and informal, within hospitality firms is recognised as a vital element in achieving sustainable perceived service quality. Yet, despite this importance, relatively little is known about the extent, nature and determinants of training in hospitality firms in regional Australia. Restaurants in particular have proven hard to analyse because many are what the Australian Bureau of Statistics calls micro-businesses who employ less than five staff, or are small businesses with five to twenty employees, and have little in the way of training resources and expertise in the area…






Introduction: It is often argued a strong human resource focus is a vital component to helping achieve sustainable perceived service quality. This is because consumers of a service are involved in an understated, but important, personal and psychological experience (Schneider, 1994, p.82). The relationship between a successful service quality strategy and a considered human resource management (HRM) policy in the hospitality industry has been analysed by a number of studies which have highlighted the link between a successful HRM strategy and service quality outcomes (Haynes and Fryer, 2000; Lashley, 1998)…
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Basic Concepts of Co-Branding, with examples

The philosophy behind co-branding is to generate additional market share (and ultimately increase revenue streams) through customer awareness by forming alliances with one or more brands. Co-branding in the hospitality industry has existed in one form or another since the 1930s. But it was not until the 1980s, when Red Lobster opened two restaurants in Holiday Inn properties in Charlottesville, Virginia, and Texarkana, Arkansas, that this idea became popular…click here to read ahead


More Examples on Co-Branding

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