The impact of hotel service schedules on guest perceptions of leisure

Abstract

Hotels are widely known to promote services to attract guests to use and have enhanced leisure in experiences. However, the availability of these services and the extent to which they cumulatively impact guest perceptions of leisure overall is not well known. Put differently, the flexibility that hotels employ in their scheduling to make these services available to guests has not been studied. This study examined the availability of these services and how they may impact the hospitality experience. Findings shows that breakfast was the only service that is considered as always available closely followed by the swimming pool and the availability of casual dining options. However, up to 50% i.e., seven of the fourteen services were determined as having limited availability. The findings of this study provide a foundation for future research into broader concepts of leisure and if hotels are actively pursuing the eventual goal of delivering experiences that truly address guest needs. Theoretical and practical implications are highlighted.