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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Introduction This chapter presents the background of the study‚ statement of the problem‚ purpose of the Study‚ objectives of the study‚ research questions‚ scope of the study and the significant of the study. Background of the study Customer care was defined by Kotler (1998) as a service that one can offer to another which is essentially intangible and does not result in the ownership of anything but brings about customer delight and satisfaction. In other words‚ customer care is a service
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Executive Summary In March 2014‚ my friends and I is interested in the development of a luxury hotel‚ planned to be operated by a well renowned hotel brand‚ a feasibility study was commissioned to be made. The purpose of this paper is to investigate the opportunities and risks of operating a high class hotel at the designated location. In order to determine whether a feasible operation of such an establishment is possible‚ the various key factors of competitive business in this particular market
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FIVE STAR HOTELS CORPORATE SOCIAL RESPONSIBILITY PROGRAMMES AND THEIR IMPACT ON SOCIETY Kathurima Jane Mutimbi – M.Sc Department: Hospitality Management Supervisors: Dr. Alice Ondigi Dr. Godfrey Olukoye (Late) Corporate Social Responsibility‚ otherwise known as CSR‚ has been defined as the continuing commitment by businesses to contribute to economic development while improving the quality of life of the workforce and their families‚ as well as the local community and society. Studies have shown
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manage their transaction with fast and more convenient way. The Columban College Hotel & Resort is founded Dr. Susan P. Alegoria‚ the Dean of the College of Business Administration‚ with the recommending approval of the school treasurer Fr. Amado S. Censon and Rev. Fr. Daniel O. Presto the school President to the Board of Trustees – Most Reverent Bishop Florentino G. Lavarias‚ DD‚ as Chairman of the Board. Hotel now are having a hard time keeping their files in place. The procedure implemented
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Ensuring a Barrier- Free Access for Differently-Abled Hotel Guests – A Case Study Introduction Disposable income‚ leisure time and safety environment are three fundamental requirements for a traveller who wishes to travel away from their usual place of work. At present‚ there is a growing trend of ‘Silver Hair’ market travels in the hospitality industry. The economists‚ sociologists and scholars indicate this tendency will set to rise in the near future due to the growth of world aging population
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Mini Case 1: Hotel Continental By Rodriguez & Echanis Fundamentals of Management‚ Text & Philippine cases (6th Ed) Quezon City‚ Philippines: Diwata Publishing‚ Inc.‚ pp. 69 – 74 I. Personal Perspective To venture to another business as an answer to a growing demand could be an opportunity to grow and expand ones capability in handling business. There are so many nature of businesses and each requires keen knowledge if not thorough for
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of quality and integrity. Starting with Cotton Trading‚ Hashoo Group of Companies today boasts the only chain of Five -Star Hotels in Pakistan namely The Pearl Continental Hotels chain and the Karachi Marriott and the Islamabad Marriott Hotels with presence in all the provincial capitals and the Federal Capital except one. Today‚ Hashoo Group of Companies besides hotel industry encompasses oil and gas exploration‚ mining‚ ceramics‚ pharmaceuticals‚ tourism and travel. It also has considerable investment
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------------------------------------------------- Case Study ------------------------------------------------- Brief Description of the Organisation – The International Hotel Group The International Hotel Group The International Hotel Group started business with two small boutique style hotels in Melbourne‚ Australia. Over a period of 15 years it has grown to now comprise a chain of 20 hotels across 5 different countries in the Australasian region. This growth was a result of an acquisition of a small hotel chain and establishment
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merger of Life Style resorts and Home Away Hotels which is a very large chain of hotels in North America. There were problems with the reservation system at all the hotels. Each hotel had its own software and hardware. Each hotel had its own reservation system which was difficult for the company to produce any reports to the management. It was also difficult for the marketing and branding of the company. They have decided to get ERP system for the total hotels and resorts. Finally they have to decide
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