• 제목/요약/키워드: business hotels

검색결과 142건 처리시간 0.025초

호텔 부서장의 리더십이 신뢰 및 조직 성과에 미치는 영향 (A Study on the Influence of Leadership of the Section Leader on Trust and Business Achievement in Hotels)

  • 송기옥;신인철
    • 한국조리학회지
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    • 제13권4호
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    • pp.92-106
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    • 2007
  • The most important factor in hotel business is the management system of human resources, and focuses on the role of a manager who successfully achieves the business objective. This study is based on a survey conducted on staff members from five-star hotels in Seoul and Gyeonggi Province. It aims to look into the influence of leadership and confidence on a Department Chief in terms of overall business achievement. As a result of the verified analysis of this study is as follows: First, the influence of the Department Chief's leadership on confidence(Estimate=1.083, C.R.=12.977) was the highest. Second, the influence of the Department Chief's leadership on business achievement(Estimate=0.651, C.R.=5.864) was relevantly high. Third, the influence of confidence of the Department Chief on business achievement(Estimate=0.217, C.R.=2.054) was relevantly low, but still beneficial. As a result of this study concludes that in order to enhance business achievement, both leadership and confidence of the Department Chief were crucial. Especially, the Department Chief's leadership had an effect on the level of staff members' satisfaction, devotion and intention to change one's occupation in the form of having trust on the Department Chief. Such a result indicates that the Department Chief's leadership plays an active role in elevating the staff members' satisfaction on their job. An elevated satisfaction level will further enhance trust, business performance, devotion to company, cohesion, and productivity.

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Factors Affecting Online Reservation Decisions Through Hotel Websites: An Empirical Study from Can Tho City, Vietnam

  • NGUYEN, Hai Quynh Tram;LE, Yen Nhi;LAM, Ly Giau;LE, Thi Yen Nhi;NGUYEN, Trieu Di;PHAM, Thi Kim Yen;NGUYEN, Trong Luan
    • The Journal of Asian Finance, Economics and Business
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    • 제9권5호
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    • pp.519-529
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    • 2022
  • Many consumers are opting for online booking over traditional booking systems. Customers can actively seek out information about hotels and lodging services, as well as book rooms, at any time and from any location. Customers also feel more supported when they interact with virtual assistants or professionals. Recognizing this issue, several hotels have focused on improving their websites by incorporating aspects that encourage customers to book directly through the hotel's website. The study's goal is to discover what factors impact people's decisions to book a hotel stay through the hotel's website. Therefore, hotel managers and owners can make decisions to improve the hotel website to attract residents to Can Tho City. The factors are website quality, affective commitment, social presence, and e-trust that affect customers' decision to book through the hotel website. The study uses quantitative methods to collect data from 180 residents living in Can Tho. Through data analysis on SPSS and Amos software, the research results show that three factors considered, namely website quality, affective commitment, and social presence, positively influence customers' booking decisions. This finding also suggests that e-trust is less critical to residents in Can Tho City, different from what the study had predicted.

A Fuzzy Analytic Hierarchy Process (FAHP) Based on SERVQUAL for Hotel Service Quality Management: Evidence from Vietnam

  • NGUYEN, Phi-Hung
    • The Journal of Asian Finance, Economics and Business
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    • 제8권2호
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    • pp.1101-1109
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    • 2021
  • Nowadays, quality affects product or service performance and customer loyalty in the competitive business' environment. This is truly important when it comes to how the customer interprets the service's satisfaction and the judgment of the purchase process as a whole, in view of the fact that service quality is an abstract and elusive construction due to the three characteristics of services: intangibility, heterogeneity, and inseparability of output and consumption. The main purpose of this paper is to determine the hotel service quality using the Fuzzy Analytic Hierarchy Process (FAHP) and SERVQUAL method. In this study, a five-star hotel's real case is considered in evaluating the service quality criteria. The results revealed that Tangibles and Assurance are the most critical service quality criteria in the hotel industry. Accurate records, service consistency, Necessary arrangements for disabled people, Service flexibility to guests' demands, and Providing the services at the time it promises are the most influencing sub-criteria of service quality. These findings indicate that hotels should concentrate on sequentially and organized priority factors to enhance service quality. This method of service quality assessment may also aid in distinguishing between hotels. Finally, as a future direction, more additional parameters can be used as a potential guide in our proposed model for the dynamic decision-making approach.

관공호텔 조리직무의 분업과 통합에 따른 문제점과 개선방안에 관한 연구 (A Study on Effective Management & Administration System for Deluxe Hotel Kitchen in Seoul Area.)

  • 라영선
    • 한국조리학회지
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    • 제1권
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    • pp.57-89
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    • 1995
  • Despite prologed business stagnation of both international and domestic economy, hotel business as well as tourist industry has continuously been keeping growing, owing to increase of surplus income and world flowing population. During recent 4 years, growth rate of yearly mean in domestic hotels reached 9.9% and especially that of the superior class hotels 15.2%. In the composition of domestic tourist hotel's revenue, the earnings of guest rooms form 37.4%, on the other hand those of food & beverage 39.9%. This result is that our hotel business is concentrated on its interest in FOOD & BEVERAGE of which productivity per unit dimension can be increased to an unlimited extent and extent and superior class hotels strengthened in F&B are increasing in comparison with European or American hotels which are focused on guest rooms in their management. For value added rate of F&B is low as compared with increase of their earnings, they are interested in the management techniques which focus on rising the rate. As for the cost of Food & Beverage, personnel expenditure forms 36.5% and the direct materials 31.5%. Therefore how to manage personnel and materials costs which compose as much as 68% of total revenue will greatly affect net profit. We can say that an effective management technique in cost of Food & Beverage is one of the most important know-hows in hotel management. Especially management know-how for the Kitchen Department where the most of foods come out makes a great effects on various expenses, productivity and it is the achievement from hotel management. For the most of the hotel's top managers, they don't seriously take the fact that KITCHEN SYSTEM affects greatly total expenditure. This study starts from the point of recognizing the question of fundamental cause affecting tow largest cost elements incurred in Food & Beverage and trying to present an effective kitchen system. To settle the questions raised, I compared and analyzed productivity and cost of food & beverage and unit kitchen centered around superior class hotels in Seoul, which vary in Kitchen Systems. In order to attain the aforementioned study effectively purpose of this study, I compared Room-Service and Coffee-Shop Menu, flow of basic food in the kitchen, extent and result of division of labor and integration in the kitchen, scale of outlet kitchen, productivity, the turnover rate of food in store, food cost rate one another which all vary in Kitchen Systems. All these elements are compared and analyzed each other being divided into two main groups such as①. Main Production kitchen and Banquet Kitchen, and ②. coffee-shop kitchen and Room-service Kitchen. Therefore this study is to point out the problems in managing kitchens of superior class hotels which are different in systems. An effort was made to find out the better Kitchen System for superior deluxe hotels. I emphasize the followings on the proper scale of division of labor and integration of unit kitchen and a disposition plan for outlet kitchens of restaurant. First, KITCHEN SYSTEM as a sub-system of Hotel Management System is composed of sub-systems of outlet unit kitchen. Basic food materials are cooked and served for the guests while support kitchen and out restaurant kitchen interact organically each other. So Kitchen should be considered as a system composed of integrated sub-systems. Second, support and banquet kitchens should be integrated to be managed. And these unit kitchens have to be designed to be placed in the back of banquet rooms area. Third, coffee-shop kitchen and room-service kitchen should be integrated to be managed. Fourth, several unit business kitchens should be place on the same floor. Fifth, main production kitchens ought to be located near the loading duck, food store and large refrigerator. Sixth, considering the limits of supervision, duties should be adjusted as 12-20 cooks in two shifts a day for a sub-kitchen, and 18-30 cooks in three shifts a day so that labor division can be made. Last, I would like to two points for direction and task of future study. Firstly, I compare the effective income and increasing costs each other, which are incurred by increasing the use rate of the second processing materials for foods perched outside and through the results. I can find out the better points of the processing production and circulation system, and then I study this effects made on hotel kitchen system. Secondly, I can point out that more efficient kitchen system shall be established through comparing and analyzing the matter of amount of indirect costs and flow of food in different kitchen systems.

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경주지역 특급호텔 식자재 관리시스템의 실태와 개선 방안(H호텔을 중심으로) (Study on the food control system of the five-star hotels in Gyeong-Ju area)

  • 최수근
    • 한국관광식음료학회지:관광식음료경영연구
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    • 제14권1호
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    • pp.95-110
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    • 2003
  • Although Korea has just passed the IMF intervention, the hotel business in Gyeongju does not seem to entirely recover from the econmic recession. In particular, the sales of food and beverage dominantly on domestic demand are still in difficulty. This research was undertaken in order to identify the problems of food control in the five-star hotels in Gyeongju area, and to recommend some suggestion of enhancing the current system to boost the revenue. It is revealed that most of the hotels in question are poorly operating for the food control. In particular, they have spent too much unnecessary cost for the ordering, inspecting, issuing and storing food. A five-star hotel is selected for the survey, and the data obtained from the survey are properly manipulated for the analysis. The problems of the food control system are as follows : Firstly, it hasn't developed a standardized manual for the ordering, inspecting, issuing and storing food. Secondly, an appropriate food control system incorporating the unique Gyeongju environment should be developed. Thirdly, 'first ordered, first issued' method should be applied to reduce to reduce the cost Lastly, few managers recognizes the importance of food control.

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The Effect of Service Quality and Value of Five-Star Hotel Services on Behavioral Intentions with the Role of Consumer Satisfaction as Mediator

  • GOELTOM, Vasco Adato H.;KRISTIANA, Yustisia;JULIANA, J.;BERNATO, Innocentius;PRAMONO, Rudy
    • The Journal of Asian Finance, Economics and Business
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    • 제7권11호
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    • pp.967-976
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    • 2020
  • This study aims to improve knowledge of consumers' decision-making by testing a conceptual model that considers the hotel's service quality and service value toward customers' behavioral intentions using a mediator, which is the role of consumers' satisfaction. The object of this research is five-star hotels, which has become a significant segment of the general hotel industry and is undergoing rapid expansion. This research is a quantitative research using questionnaire as the sampling method answered by people who have stayed at five-star hotels before. The total of 150 valid respondents were used in this study. The collected data was processed by a statistical tool software, Partial Least Square (PLS). The major findings of this research showed that the relations between service quality and service value of five-star hotels do not have significant positive impact on consumers' behavioral intention, nonetheless the mediation analysis shows that customers' satisfaction partially mediates service quality and service value with consumers' behavioral intentions to stay. It means that in this case, consumers' satisfaction has an important role to mediate service value quality and service value. As a result, the study shows that four out of six hypotheses are supported. A couple of recommendations are suggested for further research.

시맨틱 웹 기술을 이용한 온톨로지기반 호텔 검색 시스템 (An Ontology-based Hotel Search System Using Semantic Web Technologies)

  • 유동희;서용무
    • 한국전자거래학회지
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    • 제13권4호
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    • pp.71-92
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    • 2008
  • 현재, 호텔 검색 엔진들은 여행객들의 호텔 검색을 돕고 있다. 하지만 검색 엔진을 통한 호텔에 대한 검색 결과는 여행객들을 만족시키지 못하고 있다. 그 이유는 검색 엔진이 다양하고 모호한 용어들로 표현되는 여행객의 기호를 정확하게 이해하고 처리할 수 없기 때문이다. 본 논문에서는 현재 사용 가능한 시맨틱 웹 기술인 RDF, OWL, SWRL을 이용하여 온톨 로지를 구축하고, 구축된 온톨로지를 기반으로 검색 엔진이 어떻게 여행객들의 기호에 적합한 호텔을 찾는가를 보여주었다. 이를 위해, 기존의 호텔 관련 온톨로지들을 분석하였고 Q&A 커뮤니티들에 올라온 호텔 검색과 관련된 용어들을 조사하였다. 조사된 결과를 바탕으로, 세 개의 하위 온톨로지인 객관적 개념 온톨로지, 보편적 인지 개념 온톨로지, 평가 개념 온톨로지로 구성된 호텔 도메인 온톨로지를 구축하였다. 구축된 온톨로지를 호텔 검색에 이용하는 것을 보여주기 위해 시맨틱 호텔 검색 시스템을 구현하였다.

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Effect of Five Star Hotel Restaurant Cook's Emotional labor on Job Satisfaction and Customer Orientation

  • KIM, Hey-Sook
    • 동아시아경상학회지
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    • 제8권2호
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    • pp.1-14
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    • 2020
  • Purpose - The current study analyzes effects of hotel restaurant cook's emotional labor on job satisfaction and customer orientation. Research design and methodology - In order to achieve the current study's goal, sample was extracted targeting cooks working in 5-stars hotels located in Seoul considering spatial and time limitation. Method of research was direct research method with survey. Survey was conducted from April 1st, 2018 to April 20, 2018 (approximately 20 days). Total of 300 surveys were distributed to cooks working in 5-stars hotels located in Seoul, and among those 250 surveys were returned. Among returned 250 surveys, 246 surveys. Results - First, in order to test H1, effect of hotel restaurant cook's emotional labor on job satisfaction (satisfaction on superior and coworker) was analyzed. Second, in order to test H2, effect on hotel restaurant cook's emotional labor on job satisfaction (satisfaction on compensation and promotion) was analyzed. Third, satisfaction on superior and coworker had statistically significantly positive effect on customer orientation, while satisfaction on compensation and promotion did not have statistically significant effect. Conclusions - First, deep acting had statistically significantly positive effect on job satisfaction (satisfaction on superior and coworker), while surface acting did not have statistically significant effect. Second, both deep and surface acting had statistically significantly positive effect on job satisfaction (satisfaction on compensation and promotion). Third, satisfaction on superior and coworker had statistically significantly positive effect on customer orientation, while satisfaction on compensation and promotion did not have statistically significant effect.

지각된 서비스품질이 고객반응에 미치는 영향 연구 (A Study on the Effects of Perceived Service Quality on Customer Response -Focusing on the Hotel Industry-)

  • 김희탁;이명식;김장하
    • 품질경영학회지
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    • 제28권4호
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    • pp.75-98
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    • 2000
  • The purpose of this study is to empirically examine the customers' perceived service quality and response in the field of hotel industry. The subjects of survey for this empirical analyses are limited to the customers of deluxe hotels in Korea; data are collected from the 16 deluxe hotels amongst 27 of its kind in the Seoul, Pusan, Cheju and Kyongju area. SAS package is used for Simple Regression, Multiple Regression and the results are as follows: First, the perceived service quality shows significantly positive effect upon the customers' satisfaction; Second, the customers' perceived service quality shows significantly positive with respect to the customers' response; Third, the customers' satisfaction shows significantly positive regarding the customers' response, and the customers' satisfaction have greater influence upon the customers' response than the customers' perceived service quality; On the basis of the above empirical analyses, I propose the management implication as follows: First, the hotel management staffs should have a close relation with their customers through the customers' positive, and eventually be concemed about improving service quality and customers' satisfaction to maximize the enterprise's performance; Second, the hotel management staffs, to induce and build up the positive customers' response, should have interest in serving high-quality products and service and enforcing the proper price policy.

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A Study on Physical Environment and Consumers' Repatronage Intention

  • Kim, Won-Kyum;He, He
    • International Journal of Contents
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    • 제3권4호
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    • pp.30-35
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    • 2007
  • Chinese hotel industry needs to continue consummation. Especially the physical environment direct or the indirect influence to the consumers has not caused the hotel managers enough attention. Chinese hotel industry also lacks to the physical environment whole perception and the understanding. This paper research purposes are: how through that improve the hotel physical hotels. And what's disparities between the Chinese hotel industry in the physical environment and the Western developed country, how needs to improve and so on. Therefore, this paper has mainly studied and analysis the hotel atmosphere, the hotel facility, the hotel cleanliness, the hotel position, customers' overall satisfaction, the repatronage which independent effect, relations and the importance of them in Chinese hotel industry. This paper have made 5 hypotheses to relations of the hotel atmosphere, the hotel facility, the hotel cleanliness, the hotel position and customer's overall satisfaction, the repatronage. We have carried on the questionnaire survey to four hotels, altogether send out to the 250 questionnaires, and have received 202 questionnaires. Through after these analyses, the 1 hypothesis cannot have the data support. Therefore, the conclusions are: the first, the good hotel atmosphere has the positive influence to the consumer overall perception; the second, the higher hotel cleanliness has the positive influence to the consumer overall perception; the third, the convenience hotel position has the positive influence to consumer's perception; the fourth, the consumers' higher overall satisfaction has the positive influence to consumer's repatronage. But the influence of the higher hotel facility to consumers' perception cannot have the enough support from the data.