Department of Hospitality And Sport Business Management
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Browsing Department of Hospitality And Sport Business Management by Author "Kline, Sheryl"
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Item Hotels vs. Guest Satisfaction(International Journal of Gaming, Hospitality and Tourism, 2023-06-06) Sposato, Emily; Kline, SherylIn order to be successful in the hotel industry, one must look for different ways to satisfy their guests and improve that guest experience. This is a challenge for many hotels, but one way to meet and even exceed the guest satisfaction is by using technology. Technology can change so much for guests during their stay, for it can make the possibility of guest satisfaction increase. Attempting to analyze whether a guest is satisfied with a hotel and their service is what hotels should do in order to keep their business successful, and that is where technology becomes important for hotels needing it for practically everything that is run, so using methods that are useful and satisfactory should be looked into. This technology aids this issue in personalizing the guests' experience, using revenue management to attract guests to your hotel property, allowing self-service technologies to get more attention, and making sure the technology is even better than what guests are used to in their homes. Looking into technology from a guest’s perspective and whether these different methods make their stay pleasurable comes into consideration to many hotels, for they are making attempts of these different methods. As hotels are attempting these methods in order to achieve this ultimate goal of receiving guest satisfaction, a deep understanding of whether these methods are doing justice for a hotel's success is important to analyze and look further into.Item How The Hotel Industry Can Navigate an Active Online Landscape(International Journal of Gaming, Hospitality and Tourism, 2023-06-06) Meenakshi, Shruti; Kline, SherylThe emergence of online reviews located on platforms and social networks has presented opportunities and challenges for the hotel industry. Navigating this space to find trends and patterns in an array of reviews proves to be a tall task for the staff in charge of sorting through reviews, but one that businesses have put a lot of emphasis on, especially in a vocal online landscape that can submit descriptive reviews that can skew negative, misleading, or spread false information. There are different pieces in understanding the effects of the rising online landscape: the importance given to these reviews (Nwaogu et al., 2014), the expectations the consumer has in mind (Browning, 2013), deciphering the actual criticism from fallacies, the response from the online platforms toward inaccurate information, and the actions hotels are taking to improve service quality to craft a better experience for customers in the future (Browning, 2013). The industry is in the midst of an evolving industry with the rise of technology and increased expectations after the COVID-19 pandemic. There are many avenues, including AI, that hotels can take to politely address negative reviews, such as responding to the review directly, implementing strategies and improvements that will indirectly foster a more positive word of mouth online, or working these online platforms to find ways to uncover reviews that contain misleading or false information. Regardless, it is vital that the hotel address these issues that make staying there more appealing, instead of undermining them.Item Taking Vows to Save the Planet(International Journal of Gaming, Hospitality and Tourism, 2023-06-06) Visser, Grace; Kline, SherylThe events industry has a large environmental impact and carbon footprint. All aspects of events and event planning have negative environmental consequences. From the single-use products used (decor, dinnerware, and others) to the transportation needed by vendors and guests, the events industry continues to contribute to climate change. However, events are not going to go away. People will always want to gather together and celebrate, but if events are not going to go away, there needs to be a way to make them more sustainable so that they can continue being part of life. I propose that in order to make events more environmentally friendly, people must find creative ways to eliminate single-use materials (decorating with secondhand materials, reusing one’s own decorations, incorporating vintage dishes and silverware), and to support environmental organizations when reducing the specific event’s carbon footprint is not feasible.