Applicability of different emotional constructs in the hospitality industry

This paper investigates the area of emotional value by using the critical incident study method. Although many studies have investigated the importance of emotion in the hospitality industry, there has been a paucity of research that investigated what drivers or incidents make customers experience emotions. The main purpose of this study is to identify the critical incidents that lead to different emotional responses in a hotel setting. The specific objectives of this research are (a) to identify emotions that customers experience during their hotel stays, and (b) to identify critical incidents that lead to these emotional experiences. This information can then be given to hospitality executives so strategies and tactics can be developed to (a) prevent incidents that cause negative emotions and (b) stage incidents to develop positive emotions. The research will provide a framework not only for understanding meanings of emotion, but also for identifying critical incidents that create emotions

Restaurant Revenue Management

Research in revenue management has traditionally addressed the theoretical and practical strategic problems facing airlines and hotels, among other industries, but it has given little consideration to the restaurant industry. The restaurant business is similar enough to hotel and airline operations that restaurants should be able to apply revenue-management-type practices in a strategic fashion, but the applications have so far been mostly tactical. A broad theory of revenue management would permit restaurant operators to gain the benefits of strategic revenue management that they currently lack

How does service quality affects casino players’ satisfaction

Over the years, consumers are getting more and more demanding and companies are struggling to attend to their needs. Casinos’ customers are not an exception, as its core service has not changed much in the past years. As a consequence, it is important, for casinos to understand the additional services they can provide. This way, by differentiating themselves from other casinos, they will achieve high levels of customers’ satisfaction. Previous studies regarding this matter, focused on the determinants of service quality that contributed to the overall satisfaction of customers in general. Those researches did not focus on any types of customers; they treated all customers as part of one group. In this thesis investigation, casinos customers are divided into four different groups (Challenge/Winning Seekers, Only Winning Seekers, Light Gambling Seekers and Multi-Purpose Seekers), according to their motivations and personalities. The aim is to study their individual satisfaction, considering six service quality variables (Tangibles, Access, Courtesy, Understanding, Responsiveness and Empathy). The respondents were asked to choose one of those four casino players’ profiles, regarding their characteristics and preferences. After that, they evaluated how much a certain determinant of service quality influences their own satisfaction. By analyzing all the answers it was possible to take some conclusions regarding each one of the four types of casino players. The final results proposed that Tangibles and Responsiveness have a positive influence on Light Gambling and Multi-Purpose Seekers’ satisfaction and Courtesy has a positive contribution on Only Winning and Light Gambling Seekers’ satisfaction.Com o passar dos anos, os consumidores tornaram-se muito mais exigentes. Posto isto, as empresas tentam arranjar novas formas de apresentar os seus produtos ou serviços. Como o serviço principal do casino é o jogo, e este não tem sofrido alterações consideráveis, os casinos são forçados a encontrarem novas formas de se diferenciar. Assim, conseguirão atingir níveis mais altos na satisfação dos consumidores. Estudos anteriores que abordam este tema focam-se nas variáveis da qualidade do serviço que contribuem para a satisfação dos consumidores, no entanto nenhum se concentra nos tipos de jogadores que frequentam o casino por diferentes motivações. Assim, nesta tese, os consumidores do casino estão divididos em quatro grupos: Challenge/Winning Seekers, Only Winning Seekers, Light Gambling Seekers e Multi-Purpose Seekers. O objetivo principal deste estudo é, tendo em conta estes tipos de jogadores, descobrir quais as variáveis da qualidade do serviço (Tangíveis, Acessos, Cortesia, Compreensão, Capacidade de Resposta e Empatia) que contribuem para a satisfação de cada jogador. De acordo com estes quatro tipos de jogadores, foi pedido aos participantes que escolhessem o perfil que mais se adequa ao seu, enquanto jogador. Após esta primeira abordagem, estes avaliaram o seu nível de satisfação baseando-se nas seis variáveis anteriormente mencionadas. Portanto, foram retiradas as devidas conclusões para cada tipo de jogador. Os resultados finais ditaram que as variáveis Tangíveis e Capacidade de Reposta têm um contributo positivo para a satisfação dos Light Gambling e Multi-Purpose Seekers e a variável Cortesia na satisfação dos Only Winning e Light Gambling Seekers

An Empirical Study of Recent Mainland Chinese Migration to Vancouver

One of the major changes in the last decade in the character of Chinese migration to Vancouver and to Canada as a whole is that mainland Chinese migrants have become the largest source of Chinese immigrants arriving in Canada. In Vancouver, mainland Chinese migrants have become the largest group within the Chinese Canadian community. This paper explains the historical background for the change and analyzes the motivations behind mainland Chinese migration to Vancouver and British Columbia. It points out that most recent migrants from mainland China have come from a middle class background. Poverty, family union, and political dissent are no longer major driving forces in peoples’ decisions to migrate. In the 1990s and 2000s, mainland migrants have sought to better their natural and social environments, and to achieve a higher quality of life for themselves and their children. Prospective migrants to Canada view the existence of a large Chinese community in Vancouver as an important attraction, providing new immigrants with certain conveniences in everyday life and various job opportunities.Au cours de la dernière décennie, une des principales transformations dans la nature de la migration chinoise à Vancouver et au Canada en général tient au fait que la majorité des immigrants chinois au Canada viennent désormais de la Chine continentale. À Vancouver, les migrants de la Chine continentale constituent maintenant le groupe le plus important au sein de la communauté canado-chinoise. Le présent article explique les fondements historiques de ce changement et analyse les motifs de la migration chinoise continentale à Vancouver et en Colombie-Britannique. Il en ressort que la majorité des migrants récents proviennent de milieux bourgeois. La pauvreté, les liens familiaux et la dissidence politique ne sont plus les éléments moteurs de l’émigration. Au cours des années 1990 et 2000, les migrants de la Chine continentale ont cherché à améliorer leurs conditions de vie naturelles et sociales, autant au niveau familial qu’individuel. Les migrants potentiels à destination du Canada voient l’existence d’une importante collectivité chinoise à Vancouver comme une force d’attraction apportant aux nouveaux immigrants certaines commodités de la vie et des occasions d’emplois

Exploring how Employee Empowerment Impacts on Hotel Front Desk Operations

Statement of Objective: This paper will not try to solve a specific problem, but will serve to provide a more exploratory look at how employee empowerment impacts on front desk operations. First, this paper will examine the existing empowerment practices used in hotels and how it works in the real business world. Secondly, the paper will discuss the impacts of empowerment in terms of increased productivity, employee retention (satisfaction), and service recovery. Justification: Examples of empowering employees can easily be viewed at hotel front desks in the hospitality industry since the front desk is the first and last contact of a guests’ stay at a hotel. It is especially critical in the case of Mega-resort properties such as the Venetian/Palazzo and Wynn/Encore in Las Vegas that front desk services must be efficient and fast paced since they have almost 7000rooms and almost always have long lines waiting for front desk services. If front desk agents were to need to see a manager for every guest complaint or problem, entire procedures would be delayed and guests would have a very negative view of front desk operations and services. Indeed, employee empowerment is a well- known tool for retaining employees, boosting operation productivity and recovering customer services. Improper use of empowerment can also impact negatively on such things as employees’ poor decision making and management’s fear of giving up control. However, employee empowerment has more positive impacts on the front desk operations and this paper will suggest how to overcome those negative aspects by showing the best practices used in hotel operations

An overview of the Westin Dhaka (from sales & marketing perspective)

This internship report is submitted in a partial fulfillment of the requirements for the degree of Bachelor of Business Administration,2013.Cataloged from PDF version of Internship report.Includes bibliographical references (page 142).The Westin Hotel is a story of a little hotel chain that grew from 17 properties in the Northwest to become a world leader. The parent company of Westin is Starwood hotels & Resorts. In 1930, hotel owners Severt W. Thurston and Frank Dupar, both of Yakima, Washington USA, formed a partnership in order to manage their hotels more efficiently. Today Westin have over 120 hotels in 25 countries, including some of the world’s most prestigious properties. Westin maintained its commitment to quality, people, consistency and innovation. The Westin Dhaka Hotel’s Mission began under the strong supervision of Starwood Hotels and Resorts worldwide, which had its soft opening on 31st July 2007 with 100 rooms in operation. The owner of The Westin Dhaka is Unique Hotel & resorts Limited. The hotel is officially opened on the 12th September of same year. Today the hotel has established itself as one of the leading hotel in terms of revenue. In the field of the hospitality industry of Bangladesh the Westin is one of the world class properties which provide international standard service to its guests and customer. Throughout the globe Westin properties are the symbol of luxury which got its unique standard and modern technologies. The hotel is located in the central business hub of the country which got the leading corporate head offices around, which get most of foreign visitors. The Westin Dhaka is steps away from renowned shopping malls, foreign mission, restaurant, art private clubs and multinationals. The Westin Dhaka can provide innovative programs and instinctive services which transform every aspect of a guest’s stay into a revitalizing experience. Indulge in a deliciously wholesome menu including exclusive SuperFoods dishes. Energize in the fitness studio with the industry-leading Westin WORKOUT. Revive in the Heavenly Bath where luxurious touches create a spa-like experience. And of course, experience truly restorative sleep in the world-renowned Heavenly Bed an oasis of lush sheets, down, and patented pillow-top mattress. Whether an epic city center location or refreshing resort destination, Westin ensures guests leave feeling better than when they arrived.Sumaiya NoorB. Business Administratio