Accounting and finance in hospitality

Heritage is an important part of the international tourism market. As with any resource, sustainable management practices are required to maintain the long-term value of heritage assets. It is claimed that sustainable heritage tourism provides quality experiences for the tourists while protecting the environment and improving the quality of life for local residents. Yet, irrespective of how tourism is introduced and developed in a community, residents' perceptions of heritage tourism benefi ts are the key to the success or failure of the local tourism industry. Th is paper deals with heritage tourism in the village of Pragpur in Himachal Pradesh, India which is popular for its ancient heritage and culture and is registered in the list of heritage sites in India. Th us, the purpose of this study was twofold: to investigate residents' perceived benefi ts of heritage; and to assess the residents' support for sustainable heritage tourism development. A questionnaire was desi...

This paper examines the marketing programs (Product, Price, Place, and Promotion) of tourism development in Bangladesh. A survey of 102 local tourists (students) represents their image and view about Bangladesh tourism, based on 17 statements under product, price, place and promotion. Basically this paper is prepared by SPSS software and analyzing secondary data. However, Using judgmental sampling procedure and firstly is tested the reliability test of collected data and data are analyzed using descriptive statistics and Correlation. The findings of the study show that, data are more reliable there are badly needed to emphasis on product, price place and promotion based on 17 statements. Bangladesh has very beautiful place, these places are part of refreshment. Advertisement is needed to explore the places but there are no enough promotional tools specially sales promotions are not available in Bangladesh specially for children. It's badly needed to introduce sales promotion. Besides different attractive promotional packages are badly needed to introduce to promote tourism development. Moreover, marketing programs has significant relation among product, price, place and promotion

The participation in the tourism industry in this day and age varies from individual to a group of people.  It is a common instance that travelling is a way to learn and experience new things in life, including meeting new people and exchanging cultures and traditions. Generally, there are varieties of tourism viz. recreational tourism, cultural tourism, nature tourism, pleasure tourism, religious tourism, medical pilgrimage, and adventure tourism. The major players in the tourism industry are generally travel agents, transport businesses, hoteliers, catering companies, entertainment businesses, and the tourism regulatory authority. The industry has not only helped with earning revenues to the individual players but as well propelled the overall economic wellbeing of a destination country. For Bhutan, the tourism industry is the second highest revenue earners including foreign exchange receipts next to hydropower.
However, travel destinations across the globe today are fiercely competitive demanding up-to-date products and services to respond to the emerging needs of tourists. Hence, there is growing attention for quality tourism products and services from the tourists’ perspectives, and this advancement has become a niche area in the tourism industry today. To this effect, it is quite imperative for a destination to position itself positively and well differentiated from its rivals to emerge as a successful destination.
Bhutan embarked into the tourism industry in 1974 with the coronation of the fourth King of Bhutan with a spark of just 30 tourists who were mostly well-wishers of the coronation event. Since then, the inbound tourists to Bhutan skyrocketed, and the year 2019 saw total arrivals of 315,599 that proportionates to about 42.9 percent of Bhutan’s population. More than three quarters (77.1%) of the total arrivals were regional tourists (citizens of India, Bangladesh, and Maldives). According to the Bhutan Tourism Monitor Report 2018, the shift and sophistication in the demand and behavior of the tourists visiting Bhutan who are looking for meaningful travel experiences propelled the need for growth, diversification of tourism products and destinations including authenticity. This study responds to such a need by exploring the underlying dimensions of tourist service attributes, which have a cascading effect on the overall satisfaction of the tourists and the propensity of return visitation, from the tourists’ perspectives. As of now, there is a dearth of credible research carried out using quantitative data at a representative scale employing right statistical techniques. The study was also intended to compare the regional and international tourists’ satisfaction and destination image formation. The first-timers and the return visitors were also compared to excavate the difference in satisfaction in terms of drawcards to Bhutan. In particular, this study aimed to explore the antecedents of tourists’ overall satisfaction and loyalty formation using the data generated through ‘Visitors’ Exit Survey 2017,’ which is a  cross-sectional survey. This study employed a mixed method (quantitative and qualitative) of research intended for a causal research design. The study was carried out across all the four tourist exit points of Bhutan, namely Paro International Airport, Phuntsholing Immigration Checkpoint, Gelegphu Immigration Checkpoint, and SamdrubJongkhar Immigration Checkpoint. A sample of 3,062 tourists (regional and international) was obtained from those aforementioned tourist exit points.
The data was analyzed utilizing an advanced technique of Structural Equation Model (SEM). The measurement or outer model has been developed and tested using SEM and confirmed the posited hypotheses. The findings revealed the construct, GNH, as a direct antecedent of familiarity and destination image. The destination image in turn positively and significantly affected tourists’ satisfaction with service attributes. The construct, destination image directly and significantly affected destination loyalty. Similarly, the overall satisfaction of tourists positively and significantly affected destination loyalty. The findings further revealed that there is a significant difference between first-timers and the return visitors’ satisfaction in terms of drawcards to Bhutan. By the same token, the study has found the existence of significant difference between regional and international tourists’ satisfaction. However, both the categories of tourists perceived Bhutan in a similar way in terms of image of the destination.
Eventually, this research makes several significant contributions in terms of both theoretical and managerial. The foremost contribution of this study is the development of tourist satisfaction indices. The findings of this study as well reinforce the existing knowledge on the impact of destination image on tourist satisfaction and loyalty. The model developed in this study could be used by Bhutan’s destination marketers and managers and as well by the TCB for sound formulation of tourism policies. As it is, this is the first study to empirically test a model containing these particular concepts within the context of this study. GNH and destination image emerged as essential inputs for attaining tourist’s satisfaction and loyalty formation respectively that formed the major focus of this research.

Homestay tourism is a form of accommodation that allows tourists to stay with local families, immersing themselves in the country's rich culture, traditions, and hospitality. This paper explores the historical roots of homestays, originating from ancient customs of hospitality in various civilizations. The objective is to investigate the role of homestays in promoting rural tourism, supporting local economies, and providing authentic travel experiences. Homestay tourism offers a family-like environment for tourists, serving as an alternative to building hotels in remote areas, which contributes to conserving local forests and reducing costs. The development of rural tourism has positively impacted the income and living standards of local communities, offering employment opportunities, and enhancing cultural preservation. However, challenges persist, such as insufficient infrastructure development, unclear policies, limited use of local products, and inadequate training for homes...

The present paper offers a brief outline of the concept of Destination Image and how the Destination Image is determined by two significant factors - quality of infrastructure and quality of services. Hence the empirical survey which was undertaken in January 2006 by taking the opinion of foreign tourists to assess the image of incredible India. The survey foregrounds the issues associated with facilities, amenities and quality of services at the destinations. The paper has also discussed extensively the issues and suggested solutions to deal with the two major issues of grave concern that mostly impede the creation of a better Destination Image for India in the overseas tourist market. The need of the hour is to evolve a mechanism for showcasing India's glorious cultural heritage as well as natural and picture-perfect scenic wonders in a fascinating fashion by enhancing the quality of facilities and services. In this context, the dire need is for a synergized participation of b...

It is true that bartenders play a key role with respect to the Bar operations. However, mostly bartenders themselves face lot of challenges, especially with regard to the customer demands and work pressure during peak hours. This study used a survey and a questionnaire method to assess the challenges of bartenders working in various pubs, bars and nightclubs. The study further focuses on what key measures can be taken to overcome the challenges faced by the bartenders.

v Table of contents vi LIST OF ACRONOMYS x List of Tables xi List of Figures xii List of Plates xiii CHAPTER ONE 1 1.1Background to the study 1 1.2 Statement of the problem . 2 1.3 Objectives 3 1.3.1 General objectives 3 1.3.2 Specific objectives 3 1.4 Justification of study 3

This study examines the effect of Human Relations Skills on the productivity of hospitality establishments some hotels in South-Eastern States of Nigeria. The study has six independent variables namely: communication skills, cooperation team work, employee social awareness skills, democratic leadership skills and employee participation skills as the human relations skills and the dependent variable is profitability. The study has six specific objectives and was guided by six research questions and six hypotheses. In carrying out this study, a sample size of 286 was used. The data collected were analyzed using simple percentages and frequency distribution tables. The stated hypotheses were tested using Ordinal Logit Regression. The study showed that employee social awareness skills in hospitality establishment significantly affect the profitability of the organizations. The study also showed that cooperative team work, participation in decision making and democratic leadership style ...

This study aims to identify the concept of yield management in the food and beverage department in the hotels and explore the obstacles that may face Food and beverage yield management implementing in five-star hotels in greater Cairo and its effect on the profitability of the department. A qualitative approach was adopted in this research based on structured interviews, the employed sampling type in this study is non-probability and purposive. Many definitions were explored by the expertise and many obstacles may face the implementing yield management practices in F & B department in five-star hotels in greater Cairo has been discovered and showed a great influence on the profitability of the department, many recommendations were advised at the end of the research. Future research, more research is required to investigate the practices of food and beverage yield management and to find out the more obstacles facing implementing yield management.

Optional Tours are one of the most important activities in the tourism industry and can provide substantial gains to tourists and tourism businesses as well as host communities. In addition, optional tours are now one of the main products in Egypt. The purpose of this paper is to evaluate the of optional tours services presented by travel agencies and their effect on tourist's satisfaction in Marsa Alam city. To achieve the aims of the study, quantitative approach based on a questionnaire was developed and directed to a sample of Egyptian and foreign tourists. The questionnaire was handled to 550 Egyptians tourists and 140 foreign tourists. Out of this number, 452 forms were available for analysis representing 82.1% response rate for Egyptian tourists and 97 forms were available for analysis representing 69.3% response rate for foreign tourists. The results indicated that Egyptians tourists felt safe during implementing their optional tours, whereas, the foreign tourists are sat...

The objectives of this study are: (1) To identify and explain the push and pull factors which influence on tourists’ behavioural intention (2) To identify the influence of push and pull factors on tourist satisfaction; (3) To investigate and explain regarding role of tourist satisfaction as the mediation that will have an effect between push and pull factors on tourists’ behavioural intention. The findings show that push factors positively significant on tourists’ behavioural intention, but pull factors is not significant on tourists’ behavioural intention. Furthermore, the push factors are not significant influencing on tourist satisfaction, however, pull factors significantly influence the tourist satisfaction, and tourist satisfaction positevly significant on tourists’ behavioural intention. In medition effect test, the result indicated that tourist satisfaction significantly mediated the relationships between push factors and tourists’ behavioural intention. On the other hand, t...

At every place in the world where man started to make their footprint, there has been a characteristic pattern in the kind of food consumed. The above facts are proved through the evidences we got from the various excavations and exploration by the archeological survey of our country. In India, especially with so much of diversity with respect to language, culture, weather, quality of water, soil and vegetation, the food habits of people also varies, resulting in different cuisines. Food in different parts of India changes as per the customs and culture also. Since Food is an essential part of human life, it also becomes an integral part of Tourism as the most basic necessity. This paper is a modest attempt to explore the hidden facts about Indian food and its complex role in tourism and see how it can result in tourist satisfaction and elevate the quality of tourist demand towards enhancing the needs of the tourists. Sometimes Tourist travel to places only for a Culinary Experience...

Purpose: The objective of this study was to establish the extent of the implementation of the Occupational Safety and Health Act 2007 in the Sarova Group of Hotels in NairobiMethodology:The study utilized a descriptive survey research design. The target population for this study was all the employees of the Sarova Group of Hotels in Nairobi. The study used a questionnaire to obtain primary data. Data was analyzed using quantitative techniques. Standard deviations to measure response disparity particularly for the Likert-scale question items were also adopted. Pearson’s Correlation and Analysis of variance (ANOVA) was used to establish the relationships among the study variables. The entire hypothesis was tested at 95% confidence level. Descriptive statistics such as frequencies, percentages, mean and standard deviation were used to describe the characteristics of collected data.Results:Worker participation, organization and communication was found to have a positive significant rela...

The study aims to examine the influence destination image have on tourist visiting intention in the village of Lumpur located at Gunung Raya sub-district, Kerinci Regency, Jambi Province, Indonesia. Similarly, it is also to examine how much the market attractiveness impacts the destination image of rural tourism. Additionally, it set out to also assess the extent to which the support of market attractiveness influences tourist visiting intention through the destination image of the village.  This study used a survey method with descriptive and quantitative analysis, and the analytical tool employed is Smart PLS version 3.0 tools. One hundred forty respondents, comprising of both local and foreign tourists, were understudied for the analysis and observations made. The findings showed that market attractiveness has a direct effect on the interests of visitors. Similarly, market attractiveness was established to have a direct impact on tourist’s image. Meanwhile, the destination image ...

The use of web as a marketing channel is on the rise rapidly worldwide. The majority of businesses across all industries including hotels, adopt web usage in order to satisfy their customers. Hotels adopt this new environment to communicate directly with travellers and offer customers who are willing to search for information the opportunity to book accomodation online. The study used a questionnaire to collect data from 311 hotel customers about their perceptions on Egyptian hotel websites. It employed structural equation modelling, an advanced multivariate technique to measure the dimensions of e-service quality of hotel websites and their effect on website competitiveness. The study's findings can help hotel marketing managers address defects in their websites and support their business competitiveness.

This study focuses on measuring tourist satisfaction towards home stay. This paper emphasized to identify the variables that are related to tourist satisfaction during tourist homestay. It is also focused on analyzing the relationship and impact of these latent construct of factors to overall tourist satisfaction towards home stay. In an attempt to visualize the purpose, tourists' satisfaction in a homestay in Nepal has taken into as a case, with an aim to identify the underlying dimensions of tourist satisfaction during tourist homestay. Twenty six (26) manifest variables of homestay has been formulated to understand the dimensions. Likewise, for a conforming the latent construct (1) statement as dependent variable of overall satisfaction was developed for the purpose of the primary data collection. The manifest variables are basically focused on aspects of home stay attributes namely cultural attraction, hospitality, amenities and safety & security at the homestay destination. Post Exploratory Factor Analysis indicates factor loading for twenty two (22) items manifest variables as significant, loaded with five (5) factors of homestay attributes named as Amenities & Safety, Reception, Local Cuisine & Accommodation, Local Life style & Costumes, and Cultural Performance. This study contributes to the development of survey instrument for exploring tourist satisfaction for Homestay for future researchers.

Pilgrimage tourism is one of the oldest and most widely practiced forms of tourism over the world. Pilgrimage has not only been confined to religious and spiritual benefits of the pilgrims but has extended gains to other participating communities including the locals and the service providers. As a pilgrimage destination flourishes, it becomes a source of income generation for the locals and service providers, along with fulfilling the spiritual desires of the pilgrims. With the core activity of offering prayers and pilgrimage, allied activities particularly shopping at the destination is a key indulgence at a pilgrimage destination. Special products, believed to possess spiritual and religious relevance are sold at the destinations. The pilgrims buy these products to offer to their God. Such products when used for commercial purpose are known to be Souvenirs. Pilgrims buy souvenirs to take back memories of their journey and to gift to others as a momento or token of affection. The present study is an empirical research which tends to know the souvenir purchase behaviour of the pilgrims at one of the most visited pilgrimage shrine of India, Shri Mata Vaishno Devi. The research explores the Souvenir Purchase trend at the destination and tends to study how the Souvenir Purchase intention is affected by the demographics of the respondents. The difference in Souvenier Purchase Intentions of the pilgrims on the basis of their visiting Motivation will also be worked upon. It includes first hand as well as second hand data and will be analysed with the help of tools like percentage, mean, t-test and ANOVA.

Sales of ethnic foods continue to increase. Among the many factors leading to an increase in ethnic food consumption include more interest in television cooking shows where consumers gain knowledge about a product through media; resulting in heightened interest. Employing a revised Personal Involvement Inventory (PII) to measure involvement, this study aims to shed more light on the consumption of ethnic foods and the effects of media on that consumption. Thought this exploration the findings reveal a surprising suggestion, that ethnic food consumption is not governed by consumer's involvement with the products.

This study examines the effect of Human Relations Skills on the productivity of hospitality establishments some hotels in SouthEastern States of Nigeria. The study has six independent variables namely: communication skills, cooperation team work, employee social awareness skills, democratic leadership skills and employee participation skills as the human relations skills and the dependent variable is profitability. The study has six specific objectives and was guided by six research questions and six hypotheses. In carrying out this study, a sample size of 286 was used. The data collected were analyzed using simple percentages and frequency distribution tables. The stated hypotheses were tested using Ordinal Logit Regression. The study showed that employee social awareness skills in hospitality establishment significantly affect the profitability of the organizations. The study also showed that cooperative team work, participation in decision making and democratic leadership style affect the profitability of the establishment but not significantly as observed. It was therefore, recommended that every hospitality establishment should train their employees on: proper communication skills, social awareness skills and should have good policy on conflict management skill. Cooperative team work skills, participation in decision making and democratic leadership style should be re-visited and improved upon so that the positive effect will be significantly felt.

Tourism is the act of travel for the purpose of recreation. It is an industry of moving, housing and entertaining people. It is one of the world's largest service industries and fastest growing economic sectors in terms of generating gross revenue as well as earning of foreign exchange. Nowadays the Internet and the developments in ICTs have revolutionized the entire tourism industry all over the world. It provides new tools and enables new distribution channels to create a new business environment. In order to increase the efficiency and effectiveness of transactions, to reduce the cost of transactions and to provide the one stop services to the customers, tourism market needs a new ICT based business model to grow tourism industry in the states of Maharashtra and Goa. In this paper we propose a new ICT based tourism business model that includes the modern tools of ICT which affects the tourism business as a whole.

The paper has a two fold purpose-examine the impact of bar service operation practices (BSOP) on organizational performance (OP) and study the relationship between organizational performance and demographic variables. Based on a survey of 362 bar manager's perceptions on the impact of bar service operation practices on organisational performance were assessed by 59 practices and 6 demographic variables. Bivariate test and ANOVA were employed to test the working hypothesis in the study. Results indicated that 'there is a positive relationship between the bar service operation practices and organisational performance. Further, the results indicate some practical and managerial implications to improve organisational overall performance.

Employee safety and health is considered to be one of the major important human resource functions for any hotel organization. The current paper focuses on the application of occupational safety and health of laundry employees looking at the nature of the tasks performed in day to day operations. OSH is one of the significant factors responsible for employees' inspiration and moreover retention in a hotel organization. Health, safety and performance of the employees are dependent on understanding and application of ergonomic practices followed during laundry operations. The paper explores laundry employee protection against various critical factors such as injuries, accidents, work postures, chemical exposure, heat, fire, noise, etc. A questionnaire was used to perpetuate perception of laundry employees in regard to protection from factors concerning safety and health issues from hotels of India. The results reveal that some of the OSH practices are been followed in hotels, while some were missing from hotels such as training, periodical audit and protection against chemical hazards. The present study suggests need for adopting OSH practices and enforcing periodical check for the same in every hotel besides of its categorization.

Nainital, renowned as the Lake District of Uttarakhand, is a popular hill station in North India since the time of Britishers which attracts a large number of tourists, domestic as well as international, every year. In order to meet the need of overnight visitors, Nainital houses a plethora of accommodation units of all kinds, ranging from the budget to star category properties, as per the demand of the visitors. Satisfied and repeat customers play a key role in the success of any business. The present study was initiated with the primary purpose to evaluate customer satisfaction about the various products and services offered by the accommodation units in Nainital. The study also attempts to identify any significant broad category of determining factors of customer satisfaction specific to the accommodation industry at Nainital. Primary data, on various service attributes related to hospitality industry that can influence customer satisfaction, were collected from 200 tourists visited the study area for varied reasons through structured questionnaires by applying random sampling methods in order to achieve the framed objectives of the study. The results provide some insights on how customers rate the service quality and also highlight the broad factors determining the customer towards hospitality industry in Nainital. Thus, the result can be used as a guide for hotel managers to improve the essential quality attributes and enhance service quality as well as business performance.

Over the last fifty years tourism has grown to be one of the major industries in the world, playing an important role in the economies of many countries. Recent tourism marketing researches focus mainly on competitiveness, attractiveness, tourist loyalty to a destination, tourist satisfaction and perceived service quality, and destination image. In this study, tourist behaviour can be regarded as an aggregate construct, comprising pre-visit determinants for destination choice (e.g., motivation); on-site experience (e.g., perception); post-visit evaluation (e.g., satisfaction); and future behavioural intentions (destination loyalty). Combined, these factors help to understand comprehensive destination visitor behaviour. Identifying motivations of visitors and increasing the service quality of destinations are viable ways for destinations to remain competitive. In order to secure or expand Egypt tourism market share, tourism marketers in Egypt should pay close attention to travelers' behaviour and their perceptions of Egypt as a tourism destination. This study aims to: Understand and examine the theoretical and empirical evidence on the causal relationships among tourist motivations, tourist perceptions and tourist satisfaction and destination loyalty and examine tourists' motivations and perceptions of Egypt as a tourism destination to gain a better understanding of tourists' behavior finally, examine the relationship between satisfaction and loyalty. To achieve these aims a self field questionnaire was used to collect information. Path analysis used to study the relationships among variables. 400 tourists were investigated as a sample and the collected Questionnaires are 232 ones which represent a response rate of 58%. The important findings indicated that tourists' motivations and perceptions had an effective influence on satisfaction as well as willingness to return, both motivations and perceptions are significantly affecting satisfaction and also motivations, perceptions and satisfaction are significantly affecting loyalty.

During last two decades remarkable changes have been taken place in developed as well as developing nations caused by the economic and technological advancements. These changes have posed several challenges for the transformation of the whole educational system, including educational curricula, learning materials, instructional practices and education stakeholders. Tourism and hospitality industry within the global economy has become a pivotal sector generating huge employment opportunities. The calibre human resources differentiate it from other industrial sectors. Thus, the tourism & hospitality education is focusing on building tomorrow's manpower for the industry. This paper originates in the context of growing recognition that the success of global tourism industry will ultimately depends of quality human resources. This paper will add to the extant literature on tourism& hospitality management education by addressing challenges and issues Indian hospitality industry facing.

The purpose of this study is to examine the relationship between the customer engagement and customer loyalty in ensuring sustainable development in the Indian hospitality sector. As hospitality sector have widely adopted customer engagement strategies for managing sustainable customer relationships, further understanding of this concept is essential. A probability sampling technique with a simple random approach has been used in this study. A questionnaire derived from the literature review was completed by 240 customers from four star hotels, (70% customers) and five star hotels, (30% customers) in Jammu and Kashmir, India. Exploratory factor analysis and regression analysis were used to test the constructs. The findings suggest that customer engagement make a significant contribution to the prediction of customer loyalty in ensuring sustainable development. The results suggest that hotel marketers should actively embrace strategies to foster customer engagement which ultimately builds a sustainable loyal customer relationship. The results can prove helpful to practitioners in engaging customers while branding and marketing their goods and services so as to build a sustainable loyal customer base.

E-service quality has become an essential input for achieving the customer's satisfaction in online environment. This study aims to develop research model to assess the quality of e-tourism services and tourist's satisfaction toward the websites of the Egyptian travel agencies. Additionally, it seeks to identify the dimensions of e-tourism service quality and its impact on tourists' e-satisfaction of such travel agents. Collecting 170 online questionnaire forms from tourists in Egypt, the findings revealed that the dimensions of e-tourism service quality are positively affecting tourists' e-satisfaction. Particularly, interactivity and reliability have the greatest contribution to e-satisfaction, versus customer service and privacy having the lowest. The demographic characteristics have influenced the customers' perception of e-tourism service quality and e-satisfaction of travel agents' websites.

This paper based on the concept of time, space and context. In the pre-locomotive time the people had limited means of transportation. One had to depend on the food available in the region (space) in the context of travelling tourism and hospitality. India had long tradition of heritage and culture to respect and welcome guests. Cuisine and culinary is a major part to entertain tourists guests. Partly it also throws light on etiquette and manners of dastarkhwan (table manners). This research paper focuses on how travelling tourists and migrants who came to India sustained and acclimatize in a different culinary and cuisine world and how with a passage of time the descendants of these settled people changed their cuisine world view & indianized themselves. This study will help both academicians and professionals to prepare new dishes with assimilation of imported and indigenous verities of recipes.

The paper has twofold objectives-to assess the level of Guest Satisfaction in the 5 Star Deluxe Hotels located in Delhi and to explore the gaps between the hotel employees' and hotel guests' perception of quality and satisfaction with regard to service and product. The data have been collected from 5 Star Deluxe Hotel Guests and 5 Star Deluxe Hotel Employees based in Delhi by employing both Probability and Non-Probability sampling techniques. In this we have pooled 18 hotels but only 10 Five Star Deluxe hotels agreed to participate in this research. Thus, a sample size of 540 consisting of 390 hotel guests and 150 hotel employees has been taken up for the study. The questionnaires took about 15 minutes to answer and were collected immediately on completion, which resulted on 100 percent response rate. The data have been analysed by applying Paired sample t-test and two sample independent t-tests to test the hypotheses using Statistical Package for Social Sciences (SPSS) software version 20.0. The study reveals that there is difference between the guest expectations (importance) and guest satisfaction (performance) from Reception and Room Facilities, Room Service and Food & Beverage Outlets depicting that guests were not as satisfied as the expectations they had from the hotels. There are gaps between the hotel employees' and hotel guests' perception on satisfaction derived from services and products. The hotel employees perceived hotel guests to be more satisfied than actual satisfaction levels of guests.

The hospitality industry is one of the world's largest industries, employing 200 million people and generating more than 10 percent of global GDP. But hospitality players have difficult challenges to meet such as employee retention, training, the high turnover rate of employees, and meeting high health and safety standards. The fast paced environment of hotel industry includes a range of tasks and jobs that pose different risks and can be rife with workplace health and safety hazards. With the high number of young employees employed throughout the industry ensuring each employee should be adequately trained to lead safe and healthy life. Occupational safety and health practices are significant area of concern in this rapidly growing hotel industry. Effective safety and health practices leads to positive employee performance and satisfaction. The aim of this study is to understand occupational health and safety practices in Housekeeping department of Indian hotel industry. Keeping in view the same the present research paper covers the issues related to employees facing in housekeeping department of hotels in India. The results inferred that level of execution of OS&H practices were poor in housekeeping department and study also found the difference in execution of OS&H practices among Indian hotels on the basis of star categorization.

This study investigated the extent of the relationship between participative decision making and employee performance in selected hotels in Owerri, Imo State, Nigeria. The specific objective determined the relationship between leader behavior and employee commitment. Descriptive survey and questionnaire was adopted as instrument for data collection. The total population of the study comprised of 92 people. Simple random technique was adopted in distributing the questionnaire to the target audience. The hypotheses were tested and analyzed using Pearson Product Moment Coefficient to test the relationship between leader behavior and employee commitment. Findings showed that there is a positive relationship between leader behavior and employee commitment in the selected hotels in Owerri, Imo State. The following recommendations were made. It is advisable for organizations to integrate management by objective (MBO) at every level of the organization to promote high productivity in the workplace. Finally, organizations are encouraged to increase the frequency and level of worker participation in decision making between manager and subordinates.

The research paper focuses on finding the various innovative practices incorporated by the front office department of The Westin Gurgaon, New Delhi hotel and measuring their impact on guest satisfaction comprehensively. Based on the findings, it is found that there is reasonable positive & healthy impact of various innovative practices incorporated by the front office department of The Westin Gurgaon, New Delhi hotel on guest satisfaction, retention & loyalty.

The Hospitality industry is growing by leaps and bounds and so is the competition amongst hotels to retain customers. A retained customer in today’s market scenario is of utmost importance to any hotel not only in terms of brand loyalty and the goodwill established by the brand in the market but also helps in saving costs involved in attracting new customers. Guest satisfaction is also become a yardstick for the measurement of a hotels performance in the recent years. In the constant endeavor to look for newer means to satisfy customers the managers were often faced with problems such as which aspects contributed majorly to the guest satisfaction, what are the key attributes the staff to posses in order to enhance the guest experience. Thus came into being systematic methods to track and find out the attributes for guest satisfaction i.e. Guest Satisfaction Tracking Systems (GSTS). The old school comment cards were given a more sophisticated and practical approach with the use of technology through GSTS. GSTS have helped managers to understand customer needs better and changed the way data was conceptualized. Data could be easily understood and presented in the form of charts, diagrams and tables which formed an integral form for Management Information Systems. The researchers aim at studying the guest satisfaction tracking system adopted by the hotel and finding the attributes that are the most promising and those that need to be worked upon by the hotel. They also wish to enhance the general understanding of GSTS. This was done by analyzing random feedback forms received by the hotel, interviews were conducted with employees and managers.