This article identifies the need for a new “customer‐oriented” approach to the management of the public sector leisure industry. It documents how one authority, Stratford‐on‐Avon District Council, has gone about changing its structure, management style, operations and facilities to...

Purpose: This paper aims to review some of the academic literature on the circular economy, natural capital and resilience by tourism and hospitality scholars and to examine how a number of companies and industry bodies within the tourism and hospitality industry have used these concepts in...

Purpose: This paper offers some reflections on changes in the relationships between sustainability and the hospitality industry following the onset of the Coronavirus Disease 2019 (COVID-19) crisis. (Covid-19 is officially a pandemic, but the term “COVID-19 crisis” is used throughout this...

Reviews the development of approaches to reservations management in the hotel industry alongside models of the stages of development in information technology (IT). Suggests that strategic success and operational implementation have been built on the prevailing IT “era”. Explores the future...

This article reports the findings of in‐depth interviews with security managers from some of London’s top hotels. What emerges is a range of different approaches to executing security policy. Key issues are identified in relation to the balance between providing hospitality and security, the...

Purpose – This paper aims to offer a preliminary case study exploration of the corporate social responsibility (CSR) issues being addressed and reported by the UK's top ten pub operators. Design/methodology/approach – The paper begins with a short discussion of the characteristics and...

Achieving a balance between occupancy and average room rate is now well recognised as a prime determinant of good rooms department performance. Yield management techniques are increasingly used to help maximise rooms department sales revenue. However, it can be argued that the complexity of...

Investigates methods of assessing guest satisfaction, some of which do not give a true reflection. Analyses by comparison UK hotel methods of assessment and ways of improving amenities, i.e. reception, room service, facilities, costs, etc., and suggests ways of systemizing customer response and...

Reviews alternative approaches to new product development and new service development. Compares them in the context of the flight‐catering sector which is particularly suitable for such comparison as it is made‐up of a supply chain involving three distinctive stakeholders food manufacturers,...

Reconciles the traditional view of hospitality operations based on process analysis, with the more recent output‐based model, by identifying four levels of hospitality operations management. Process analysis is appropriate for understanding operating systems; and output analysis for...