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RESOURCES: PAPERS & PRESENTATIONS

Author : Rayka Presbury
School/Work Place : University of Western Sydney, Australia
Contact : r.presbury@uws.edu.au
Year : 2004

In order for tourism to be sustainable in the long term, there must be continued viability of tourism related entities (Tesone 2004), that is business operations must be sustainable. Hotels are major tourism entities and play an important role in the tourism business. They provide facilities for the transaction of business, meetings and conferences, as well as recreation and entertainment. In addition, hotels are employers of labour; attract visitors to spend money; and provide amenities for both visitors and residents (Medlik and Ingram 2000). All of which have a potential to add to the long-term sustainability of the tourism destination.

For hotels to be sustainable, efficient performance in a number of key areas is of vital importance, including: high occupancies, revenues and profits; suitable returns to owners and investors; happy and contented staff; and satisfied customers (Eddystone & Nebel 1991; Gee 1994; Jones & Pizam 1998; Kandampully, Mok & Sparks 2001; Rutherford 2002). The key to this success is to retain and satisfy customers, as this will generate ongoing revenue and keep occupancies high through repeat business, positive word of mouth endorsements and referrals that bring in new customers. Therefore the most important concern is the provision of quality service to meet and exceed customer expectations, and, in turn, minimise occassions when customers are disappointed. It is the employees, when appropriately acquired, developed, rewarded, and motivated, who will provide the standard of service quality that is required to sustain a hotel entity. So it is the 'human capital' of the organisation that is of greatest importance to the sustainability of the hotel and this rests significantly with human resource management.

The specific focus of this paper is to report on a number of ineffective human resource practices that were found to be a threat to the long-term sustainability of hotels, as reported by hotel managers in Sydney, Australia. Findings indicated that there is an absence of long-term commitment to people; that the potential for enhanced achievement of employees is limited; that the way hotels recruit, and develop staff is deficient; and that there is an overall lack of faith in current employees. Practices, which are in stark, contrast to sustainable human resource management, and have serious implications for the delivery of service quality, which is essential for long-term sustainabiliy of hotel entities.


List of Articles
No. Subject Viewssort Date
14 Think Tank XVI Polar bears, Climate Change, CSR and Sustainable Tourism 730 Jul 02, 2016

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Author: Jeremy Pearce 

Year: 2016 

13 Think Tank XVI Spirituality and corporate social responsibility in to... file 702 Jul 01, 2016

This ongoing study investigates the role of spirituality for corporate social responsibility (CSR) by tourism businesses in lesser developed countries and the implications this has at the destination level. While much of the world’s tourism...

Author: Alexandra Law, Putu Indah Rahmawati & Terry De Lacy 

Year: 2016 

12 Think Tank XVI Empowering communities and enabling conservation: Revi... file 689 Jul 01, 2016

The Africa Foundation a non-profit organization was founded in 1992 when Conservation Corporation Africa (since renamed and rebranded to &Beyond) was founded in South Africa. A central principle of the Conservation Corporation, safari l...

Author: Kevin Mearns 

Year: 2016 

11 Think Tank XVI United we stand, divided we fall: Strategies for engag... file 669 Jul 01, 2016

Many tourism corporate responsibility programs require the support and/or compliance of guests or customers, yet little attention has been paid to the design of strategies to encourage this compliance. Research in the areas of tourist inter...

Author: Karen Hughes & Gianna Moscardo 

Year: 2016 

OPA: 2016 Outstanding Paper Award Winner 

10 Think Tank XVI The Influences of Hotel Contexts on Tourist Behaviour.... file 631 Jul 01, 2016

Sustainability deals with the relation between people and their environment. The configuration of this connection and the communication between the two are decisive when talking about a socially acceptable, ecologically compatible and econo...

Author: Stefan Raich 

Year: 2016 

9 Think Tank XVI Examining Corporate Social Responsibility in Tourism: ... file 588 Jul 01, 2016

One of the biggest challenges facing the tourism industry and policy makers is the emerging and fast growing ‘sharing economy’. Keeping abreast of this, disruptive but potentially transformative phenomenon has been challenging for industry,...

Author: Stephen Wearing & Kevin Lyons 

Year: 2016 

8 Think Tank XVI Reaching the hard to reach: CSR and employee engagemen... file 579 Jul 02, 2016

As the duties and behaviour of organizations within the tourism industry evolve to accommodate expectations of pro-sustainable business change, so too does the role and responsibility of employees within these organisations. As key actors i...

Author: Kelsy Hejjas, Caroline Scarles & Graham Miller 

Year: 2016 

7 Think Tank XVII Lack of transparency - a barrier for the diffusion of ... file 566 Aug 17, 2017

Throughout the last two decades, the tourism industry has changed due to the revolutionary development in the realm of information and communication technologies (ICT) (Amaro & Duate, 2013; Law et al., 2004; Minghetti & Buhalis, 2010...

Author: Sven-Olaf Gerdt, Elisa Wagner & Gerhard Schewe 

Year: 2017 

6 Think Tank XVI eTraining for Sustainable Tourism: Investing in Skills... file 515 Jul 02, 2016

This proposed presentation examines the current state of “eTraining” opportunities (e.g. distance learning programs, online courses, live seminars) supporting professional skills development for tourism professionals, with a particular focu...

Author: Ayako Ezaki 

Year: 2016 

5 Think Tank XVII Finding and Fostering Our Future Tourism Leaders: Unde... file 510 Aug 17, 2017

The hospitality and tourism industry is facing a serious skilled manpower shortage globally, and the best way to meet the manpower needs of the industry is through training and education. The shortage of skilled talent is a global issue in t...

Author: Grace K.S. Ho & Rob Law 

Year: 2017 

4 Think Tank XVI Certification for Sustainable Tourism in Germany – Ove... file 465 Jul 02, 2016

Certification schemes for sustainable tourism can be seen as a key voluntary instrument to measure, verify and communicate the CSR management and performance of tourism businesses. Today a large number of such schemes can be found around th...

Author: Wolfgang Strasdas 

Year: 2016 

3 Think Tank XVI The moderating role of values in planned behaviour: th... file 454 Jul 02, 2016

In the past five years, we (a group of researchers from the Leeds Becket University and the Open University of Catalonia) have been working on different studies about the CSR motivations, barriers and practices in tourism small and medium e...

Author: Lluís Garay, Xavier Font & August Francesc Corrons 

Year: 2016 

2 Think Tank XVI Volunteering and donations for biodiversity conservati... file 441 Jul 01, 2016

In 2010, the newly elected government of New Zealand, of neo-liberal orientation, has adopted its Business Growth Agenda. This has been implemented through a series of legal, policy and organizational changes, affecting the governance of th...

Author: Valentina Dinica 

Year: 2016 

1 Think Tank XVI Can Tourism Businesses Foster Better Inclusion for Peo... file 400 Jul 02, 2016

It is difficult to deny that despite its increased popularity, the concept of social entrepreneurship has not received a clearer understanding in a theoretical context. Zahra, Gedajlovic, Neubaum, and Shulman (2009) list 20 definitions of s...

Author: Kristof Tomej 

Year: 2016 

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