Travellers are becoming more price sensitive, less brand loyal and more sophisticated. To enhance guest loyalty, hotels must focus on developing Customer Relationship Management (CRM) strategies that aim to seek, gather, store and share guest information throughout the entire organisation for creating personalised, unique guests experiences. Although CRM in the hospitality industry has been def...

Despite general security concerns, particularly issues prevalent in the Nigerian hotel industry, guests have to contend with room rate or price of staying hotels considering spiraling inflation country. Nevertheless, it is not empirically established if and influence leisure guests’ choice Nigeria. To achieve these objectives establish a framework hotels, this study used multiple regression ana...

Human resource management (HRM) practices are a requirement for each modern company. They cover number of areas and begin with the hiring person continue throughout their career. The workforce is driving force behind lucrative intensely competitive hospitality industry. A vital obtaining healthy position in highly market to utilize human resources fullest potential. This study aims examine func...

The outbreak of COVID-19 brought many negative effects in different regions and economic areas. However, the hotel industry suffered most adverse due to restrictions measures imposed by countries. Hence, hotels took substantial hit on their financial performance efficiency. impact was not same for all across globe. extent which they will record worsening depends implemented governmental actions...

The COVID-19 crisis has created serious and complex challenges for the hospitality industry. A body of literature identified management practices in hotel industry at different phases crisis. However, existing mainly includes research on large leading hotels, knowledge small medium-sized (SME) particularly recovery stage crisis, is limited. This paper explores post-COVID strategies 386 SME hote...

This research used a typical e-mail query to investigate customer service by 491 properties from 13 international hotel chains. These five-star hotels had difficulty providing prompt, accurate, and timely e-mail responses to their customers. The results suggest significant differences in e-mail customer service, based on hotel location and the size of the hotel chain. The poor responsiveness an...

This study measures and compares the efficiency of leading tour operator and hotel companies across several Asia Pacific countries. We use an innovative methodology that is based on combining the stochastic frontier and data envelopment analysis in a Bayes framework. We show from the results that Australia, Singapore and South Korea are the most efficient in both their tour operator and hotel i...

This present study examines the relationship among competency development, empowering leadership, employee-organisation relationship, psychological flexibility and career success in Chinese hotel industry. Using survey data of 560 employees working 45 hotels, salient results PLS-SEM suggest that interplays development leadership significantly enhance success. Empowering also affects employee. F...