Hotel management is characterised by a fast pace, diversity of tasks and people, with a specific focus on service quality delivery. (Eddystone & Nebel 1991). Major contributors in the effort to provide quality service to hotel customers are the managers and supervisors of hotels. These middle...

ENGLISH ABSTRACT: The objective of this specific research report is to analyse the internet marketing function within the South African tourism industry. Furthermore, the hotel industry is analysed to establish how the introduction of the internet changed the playing field in terms of...

ENGLISH ABSTRACT: The aim of this study was to determine approaches to CRM within the luxury hotel sector in Cape Town in order to add value not only to guests, but to all stakeholders of the hotel. This was done by conducting a literature review, supported by a sound base of primary research....

In today’s volatile markets, with consumer buying behavior evolving rapidly, rudimentary revenue management practices are no longer sufficient. Given the complexity of demand patterns in today’s markets, optimal demand management is achieved only with a totally holistic approach. This means...

This study examines the relationship between corporate social responsibility (CSR) and financial performance for a sample of lodging and gaming companies. The study attempts to answers the question: do lodging and gaming companies ranked highly on CSR initiatives outperform their counterparts...

This study investigates the revenue performance of choice-based revenue management (RM) systems in various business environments. Previous research conducted using simulated data suggests that incremental revenue gains of up to 15% are to be expected when choice-based RM techniques are employed....

The body of literature surrounding emotional labor, defined as service employees’ effort to manage their emotions to meet organizational goals (Hochschild, 1983; Morris & Feldman, 1996), exhibits a severe lack of studies examining intercultural service encounters (i.e., service episodes in which a...

Linear programming is a tool that has been successfully applied to various problems across many different industries and businesses. However, it appears that casino operators may have overlooked this useful and proven method. At most casino properties the bulk of gaming revenues are derived from...

In the past, most of the meetings and conventions were held in convention centersin the luxury hotels in Bangkok because Thailand had no independent convention centersor facilities that offered the same range of services as the hotels. The Thai governmentdecided to construct a convention center...

This study examined Kirkpatrick’s training evaluation model (Kirkpatrick & Kirkpatrick, 2006) by assessing a sales training program conducted at an organization in the hospitality industry. The study assessed the employees’ training outcomes of knowledge and skills, job performance, and the...