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A Study To Investigate How Transformational Leadership Relates To Frontline Employees' Behavior In The Hotel Tourism Industry Of The Bahamas, Tyrone G. Sawyer Ii

FIU Electronic Theses and Dissertations

The role of the tourism industry of The Bahamas is important as it is the prevailing industry in this growing country. According to The Bahamas Ministry of Statistics, in 2018 the country had approximately 1.6 million stopover visitors and 5 million cruise visitors that year, which would make it the largest industry in the country by a far margin. Most of the tourists who visit The Bahamas originate from the USA due to its closeness with the country. The Bahamas, which is an archipelago in the Atlantic Ocean is 50 miles southeast of Florida.

Transformational leadership, a theory of leadership …

Hospitality Review Volume 31 Issue 2 2013, Fiu Hospitality Review

Hospitality Review

No abstract provided.

Research Note: Biometric Technology Applications And Trends In Hotels, Anil Bilgihan Dr., Ersem Karadag, Cihan Cobanoglu, Fevzi Okumus

Hospitality Review

The purpose of this study is to investigate the biometrics technologies adopted by hotels and the perception of hotel managers toward biometric technology applications. A descriptive, cross sectional survey was developed based on extensive review of literature and expert opinions. The population for this survey was property level executive managers in the U.S. hotels. Members of American Hotel and Lodging Association (AHLA) were selected as the target population for this study. The most frequent use of biometric technology is by hotel employees in the form of fingerprint scanning. Cost still seems to be one of the major barriers to adoption …

Adapting The Customer Satisfaction Index To The Lodging Industry: Foreign Customers' Evaluations, Dong Jin Kim, Woo Gon Kim, Kelly A. Way

Hospitality Review

As a standard form of measuring customer satisfaction, the Customer Satisfaction Index (CSI) has been utilized in many countries. By using the Korean Customer Satisfaction Index (KCSI) methodology, this study attempted to investigate foreign customers’ evaluations of luxury hotels in Seoul, South Korea. In doing so, some efforts were made to overcome the methodological problems associated with the KCSI for the lodging industry. Data for this study were collected through a mall intercept survey using a self-administered questionnaire. Precisely 783 responses, collected solely from foreign guests who had stayed at a luxury hotel in Seoul, were included in the study.

Market-Driven Hotel Brands: Linking Market Orientation, Innovation, And Performance, Chekitan S. Dev, Sanjee Agarwal, M. Krishna Erramilli

Hospitality Review

"Market orientation" is a term popularized by marketing practitioners to indicate the extent to which a firm is market driven. This presumed linkage between market orientation and profitability has caught the attention of scholars, but, surprisingly, only two prior studies have reported a positive association between the two. Given the special relevance to the hotel industry of being market driven, we believe this industry provides the ideal setting for demonstrating the link between market orientation and performance. This research examines this linkage in the hotel industry. The results of our study suggest that market orientation is positively and significantly related …

Electronic Channels Of Distribution: Challenges And Solutions For Hotel Operators, Natas Christodoulidou, Pearl Brewer, Andrew Hale Feinstein, Billy Bai

Hospitality Review

This paper addresses the issues of hotel operators identifying effective means of allocating rooms through various electronic channels of distribution. Relying upon the theory of coercive isomorphism, a think tank was constructed to identify and define electronic channels of distribution currently being utilized in the hotel industry. Through two full-day focus groups consisting of key hotel executives and industry practitioners, distribution channels were identified as were challenges and solutions associated with each.

A Customer's Expectation And Perception Of Hotel Service Quality In Cyprus, Christou Loizos, Hadjiphanis Lycourgos

Hospitality Review

In recent years, hotels in Cyprus have encountered difficult economic times due to increasing customer demands and strong internal industry development competition. The hospitality industry’s main concern globally is to serve its customer S needs and desires, most of which are addressed through personal services. Hence, the hotel businesses that are able to provide quality services to its ever-demanding customers in a warm and efficient manner are those businesses which will be more likely to obtain a long term competitive advantage over their rivals. Ironically, the quality of services frequently cannot fully appreciated until something goes wrong, and then, the …

The International Hotel Industry In The New Millennium, Robert A. Brymer, A.J Singh

Hospitality Review

The top priorities of 170 hotel managers from 25 countries were identified as human capital, understanding customers, use of capital, alignment of stakeholder interests, use of information technology, and valuing brands in a Cornell University study.' The authors discuss how managers in a hotel's functional departments are ultimately responsible for addressing each of these concerns and issues.

Health, Wellness Focus Within Resort Hotels, Misty M. Johanson

Hospitality Review

This study analyzes the rising importance of the development and enhancement of a health and wellness focus within resort hotels. Market trends, consumer demands, revitalization efforts, and bottomline impacts are examined as they relate to the resort spa industry of today.

Sandals Resorts International: The Quality Advantage, Ben Henry

Hospitality Review

Founded in 1981, Sandals Resorts International is now 17 properties and 3,880 rooms, and also has become a world-class success story with one of the 10 most recognizable brand names in the international hospitality industry, according to the author, group director for human resources development and training for Sandals.

Strategic Directions Of Hotel Industry Expectations, John W. O'Neill

Hospitality Review

A factor analysis is presented which indicates that among 20 potential strategic issues reated by hotl industry executives three fundamental strategic directions exist. The author summarizes an empiracle study that queried these individuals' beliefs regarding strategic issues they rated at most important.

Measuring Hotel Service Quality: Tools For Gaining The Competitive Edge, Robert C. Ford, Susan A. Bach

Hospitality Review

As the hotel industry grows more competitive, quality guest service becomes an increasingly important part of managers' responsibility measuring the quality of service delivery is facilitated when managers know what types of assessment methods are available to them. The authors present and discuss the following available measurement techniques and describe the situations where they best meet the needs of hotel managers: management observation, employee feedback programs, comment cards, mailed surveys, personal and telephone interviews, focus groups, and mystery shopping.

Benchmarking Quality Management In Hotels, Deborah Breiter, Sheryl Fried Kline

Hospitality Review

In the early 1980s many hotels in the United States adopted quality assurance as a business strategy. By the late 1980s independent and chain hotels realized that total quality management (TQM) was a more powerful process and they began utilizing many of its components. For over 10 years, hotels have flirted with a variety of tools, processes, and theories to improve service to the guest

Is Your Hotel Missing Technology?, Loren Ford, Robert C. Ford, Stephen M. Lebruto

Hospitality Review

In order to become more effective and efficient in providing guest services, hotels must avail themselves of information technology. A firm's competitive edge and quality can be the result of the successful implementation of an information sys- tem. The authors present in this article the why, who, what, when, where, and how of implementing information systems.

Teleconferencing Technology: Recent Development And Implications For Hotel Industry, A.J. Singh, Kye-Sung Chon

Hospitality Review

Even though the popularity and usage of teleconferencing is evident primarily outside the lodging industry, lodging operators cannot choose to ifnore the role teleconferencing will play in meeting the changing needs of guests. The authors discuss the factors that spurred the growth of teleconferencing, the opportunities and threats faced by lodging operators, and suggestions for taking advantage of the technology.