Identifying the Optimal Combination of Hotel Room Distribution Channels: A DEA Analysis with a Balanced Scorecard Approach

The hotel industry has experienced changes brought on by growth, customer expectations and the proliferation in the use of e-commerce and online distribution channels. Future hotel success depends on how effectively hotel revenue managers are able to manage all of the different booking channels to maximize hotel revenue. This study represents a new approach for hotels, the use of a Data Envelopment Analysis-Balanced Scorecard (DEA-BSC) model to measure efficiency of distribution channel mix as measured by balanced scorecard results. DEA-BSC was chosen for this study because while traditional business models typically focus on one performance measure like profit, DEA-BSC considers multiple metrics simultaneously (Zhu, 2014a). Inputs for this study included the percentage of rooms sold revenue of five distribution channels including C-Res/Voice, GDS, brand.com, OTAs, and property/relationship sales. Output was consolidated BSC average. Hotels (DMUs) for the study included fifty-three select service hotels managed by a hotel management company with hotels located throughout the United States. Findings indicated that the DEA-BSC model were able to use channel mix as inputs and consolidated BSC average as output to identify efficient (benchmark) hotels and inefficient hotels. Findings also provided measurement and direction regarding the gap between the hotels that were efficient vs. those that were not. The model could not provide information on whether one output was more effective than another in contributing to the success of a hotel (DMU), but findings generated by the DEA-BSC model provided each inefficient hotel (DMU) with benchmark comparison information to assist the inefficient hotel (DMU) to become efficient

Hotel Leadership Competencies: Senior Executive Leader Perspectives

The emergence of new technologies, globalization, evolving customer demands, and a changing workforce profile in the hotel industry prompted this exploratory investigation on leadership competencies for hotels. Using qualitative research methods, senior executive leaders from major hotel companies in the lodging industry were interviewed and through analysis, eighteen hotel leadership competencies emerged. Many competencies found in this study were consistent with previous research, while several new competencies were identified including, the proficient use of technology and social media, being adept at working in accelerated timeframes, ability to deliver learning based on workforce expectations, being accessible and available, and acting with authenticity

Emerging Technologies in Hospitality and Tourism Education and Training: A Systematic Literature Review

Purpose: As technology continues to evolve and disrupt all aspects of the hospitality and tourism industry, it is important to explore the effectiveness of these technologies on the learner. Methodology The current study conducted a systematic literature review of 26 research articles focused on exploring the current and emerging technologies used in hospitality and tourism education and training between the years of 2015-2021. The majority of studies (n=20) focused on academic education, with the remainder on industry training. Findings: During this timeframe the predominant technology being used were simulations, virtual field trips, and general online training. Other technologies included clickers, video, wearable, social networks, virtual meeting, tablets, and games. The targeted studies implemented the technology in several ways; including in-person, remote, and as a replacement or hybrid option. Multiple research methods were used to assess the use of the various technologies used. Originality: There are tremendous changes occurring both in student expectations and instructional delivery in higher education classrooms and technology is playing a central role. Exploring the effectiveness of these technologies and determining gaps in research is critical in assisting academics to use the most effective technology in the classroom. This study is the first step in assessing current literature and determining gaps in research

Microlearning: A Pilot Study

The purpose of this study was to pilot test the Dolasinski and Reynolds (2019) Microlearning Model in a hotel environment. Training materials were developed, designed, delivered, and assessed following the model using hotel specific content. Assessments was conducted prior to the training and for 60 days post training, showing that employees improved overall performance and guest scores improved for 60 days post training. Positive results suggest that the microlearning model could be used in hotels with success. There were some limitations of the study including size of sample. Future studies should be conducted with larger sample size and in other areas of the hospitality and tourism industry

Academic Perspectives of US Hospitality Programs: A Ranking Report

Administrators of hospitality programs in the US rank ordered 38 US hospitality educational institutions. The list of 38 hospitality programs was developed from ranking studies that had been recently published in academic journals by researchers and “for profit” organizations. A key distinction of this study was considering the perspectives of deans, directors, and academic program chairs hospitality programs in the US. A high degree of commonality was identified. The two key attributes that were identified as most important in ranking were experience/internships and curriculum, suggesting that the curricular and co-curricular aspects were of higher assessment value than other factors such as location, quality of facilities, program size, or numbers of faculty

Tourist Behaviors During Tourism Activities – Part Three

This series of three reports was developed to discuss tourist behaviors in three key areas of the hospitality industry: lodging, dining, and activities and events. A primary purpose was to provide insights from the user’s perspective, as the majority of content comes from the provider’s point of view. One paper focused on tourist’s behaviors in lodging and another focused on tourist’s behaviors while dining. This paper focused on tourist’s behaviors in activities and events. The goal was to provide valuable insights to assist practitioners in better understanding tourist’s behaviors and to develop strategies to provide the best experience possible

Tourist Behaviors in Lodging – Part One

This series of three reports was developed to discuss tourist behaviors in three key areas of the hospitality industry: lodging, dining, and activities and events. A primary purpose was to provide insights from the user’s perspective, as the majority of content comes from the provider’s point of view. One paper focused on tourist’s behaviors while dining and another focused on tourist’s behaviors in activities and events. This paper focused on tourist’s lodging behaviors. The goal was to provide valuable insights to assist practitioners in better understanding tourist’s behaviors and to develop strategies to provide the best experience possible

Tourist Behaviors When Dining – Part Two

This series of three reports was developed to discuss tourist behaviors in three key areas of the hospitality industry: lodging, dining, and activities and events. A primary purpose was to provide insights from the user’s perspective, as the majority of content comes from the provider’s point of view. One paper focused on tourist’s behaviors in lodging and another focused on tourist’s behaviors in activities and events. This paper focused on tourist’s dining behaviors. The goal was to provide valuable insights to assist practitioners in better understanding tourist’s behaviors and to develop strategies to provide the best experience possible

Theory of Service: The User Perspective

For development of the theory of service, the focus was on the constructs of service. The theory is expanded to encompass the various business models of service and the service encounter including but not limited to guest satisfaction, service quality, service and technology, service system design, and customer relationship management. The theory began with the observed differences in different service settings, the emergence of technology and defining the service experience across multiple sectors. Further consideration is given to the aspects of the service transaction and what constitutes service, where a labor component of a firm’s product has been transferred to the customer. Lastly, self-service and automation are considered in the context of the user experience. Implications for industry application are discussed

Meta-Analysis of Tourism Sustainability Research: 2019–2021

Sustainability in tourism, hospitality, and leisure is a long-standing topic of growing interest. Research in the field of tourism has accelerated over the past decade. The goal of this meta-analysis is to categorize recent research in tourism sustainability to identify patterns and trends, which could help us understand where the field is currently conducting research and where more work may be needed. Over 800 relevant articles published in major tourism journals during a three-year period (2019–2021) were included in the analysis; however, despite the increase in volume of published tourism sustainability research, this quantity was less than 4% of all publications in the same journals. Four over-arching pillars of sustainability research themes emerged (social, economic, ecological, and institutional) with numerous sub-categories within each. The majority of tourism sustainability research occurred in the social and economic arenas. Much more research is needed in the other three categories. The greater part of the recent advances in tourism sustainability appears to be driven by small- and medium-sized tourism firms. The impact of the COVID-19 pandemic on tourism sustainability is only beginning to be understood. Tourism business leaders have an opportunity to strengthen and integrate their use of sustainability as they work to rebuild consumer trust in travel services