QUALITY IN HOTEL SERVICE: THE CASE OF THREE STAR HOTELS IN DA NANG VIETNAM *** ABSTRACT Nowadays‚ “service quality” is mentioned a lot when hoteliers and marketers discuss about how to improve a hotel’s competition capabilities. Many researchers figure out that customer use five dimensions to judge service quality of a hotel – tangibles‚ reliability‚ responsiveness‚ assurance‚ empathy. The gap between expected and perceived service is a measure of service quality. The fact that hotels and resorts
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The Royal Hotel Case Study describes a situation where a junior consultant has architected a hotel maintenance management and issue tracking solution for a boutique hotel client. Blake‚ the consultant‚ identified a hotel maintenance management package which included a Rapid Response issue logging module‚ Preventative Maintenance module and the Reporting Module. Blake left the engagement prior to the completion of the change and has been called back because the system has been month balled a few
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This essay will examine three human behavioral issues that have evolved from the social sciences in the context of managing organizations. The case study that will be used to analyze these conditions and theories deals with The Portman Hotel Company-San Francisco. Three issues will be addressed in the following order: fundamental attribution error‚ Expectancy Theory‚ and Operant Conditional Theory. First‚ a brief description will be provided for each theory‚ then how the theories relate to the
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With the long waiting‚ we took off with the bad mood finally. Unfortunately‚ when we off the plane‚ Paris got strong rain and rainstorm and the guide told to us that’s very dangerous for us to continue our travel plan‚ the thing we could do just delete all the planning. He took us to the hotel which just have one star and which is near the Paris Airport. I wanted to complain about the room‚ the walls were damp‚ all the things in our room were with dust. I could not image that how I would live in that
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RESPONSIBILITIES HOTEL DIRECTOR The Hotel Director is responsible for all hotel departments onboard and supervises all "hotel" department heads to ensure company standards and procedures are being upheld‚ in an effort to maximize guest service and satisfaction. The Hotel Director oversees crew morale onboard and allocates crew cabins. They are directly involved in the maximization of onboard revenues and will monitor and control expenses and requisitions of all hotel departments. The Hotel Director
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The use of the statement of cash flow is a relatively new wrinkle in financial reporting. This statement‚ however‚ can be a useful management tool CASH FLOW is the life blood of a hotel. To manage a hotel’s assets properly‚ the hotel’s management must understand cash flow. The Financial Standards Board (FASB) has mandated that companies issue a statement of cash flow (SCF)‚ in addition to the traditional income statement and balance sheet. The SCF is a replacement of the little-understood measure
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A NEW TENDENCY IN TOURISM SECTOR: THEMED HOTELS AN EMPIRICAL RESEARCH ABOUT TOURIST PROFILE WHO PREFERS TO STAY AT THEMED HOTELS IN ANTALYA AND REASONS OF PREFERENCE Ahmet AKTA ‚ Prof. Dr.‚ Akdeniz University Alanya Faculty of Administration‚ Antalya‚ TURKEY Seden ALGÜR‚ Phd Student‚ Akdeniz University Institute of Social Sciences‚ Antalya‚ TURKEY ABSTRACT Tourism being industry without chimney in our country which has stepped important paces with membership process of the EU‚ has been
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strategy of the hotel? It is appropriate? It is possible? The strategy of the Portman Hotel is to achieve a new level of service among American luxury hotels. They started with these standards when they found a spectacular niche in the hotel sector. The niche was a revolution in guest services based in Hong Kong style: “To bring Asian standards of the hospitality to the U.S” Base on his goal‚ Patrick Mene‚ vice president and managing director of the Portman Hotel‚ wrote the operating plans for the hotel
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A Business Plan On Lemonade Restaurant (It’s more than just a food) Project Concept A Brief Description about the Hotel Our project concept was started with an idea on how if we provide healthy and organic food to the customers for whom we thought of utilizing our own placed farm in the Gujarat itself. As Agriculture is growing in our part of Gujarat we noticed high enrichment on the growing vegetables and spices from our field of farm. Our vision is to provide a healthy and organic food
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INTRODUCTION TO THE Hospitality Industry SEVENTH EDITION Clayton W. Barrows Professor Department of Hospitality Management University of New Hampshire Tom Powers Professor Emeritus School of Hospitality and Tourism Management University of Guelph John Wiley & Sons‚ Inc. This book is printed on acid-free paper. Copyright © 2009 by John Wiley & Sons‚ Inc. All rights reserved Published by John Wiley & Sons‚ Inc.‚ Hoboken‚ New Jersey. Published simultaneously in Canada. No part of
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