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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 Views Datesort
7 Think Tank XVIII Communication of Sustainability Efforts in the Hospita... file 688 Jan 07, 2019

Keywords: green marketing, sustainability engagement, small / owner-managed hotels

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

Year: 2018 

6 OPA award Environmental Training and Measures at Scandic Hotels,... file 6271 Dec 01, 2013

Hotels are traditionally geared towards providing a high-level of comfort and entertainment, as well as a broad spectrum of services, often without giving much concern to associated environmental or socio-economic impacts. Hotel companies ty...

Author: Paulina Bohdanowicz, Branko Simanic & Ivo Martinac 

Year: 2004 

OPA: 2004 Outstanding Paper Award Winner 

5 Think Tank IV Environmental Training and Measures at Scandic Hotels,... file 4278 Dec 01, 2013

Hotels are traditionally geared towards providing a high-level of comfort and entertainment, as well as a broad spectrum of services, often without giving much concern to associated environmental or socio-economic impacts. Hotel companies ty...

Author: Paulina Bohdanowicz, Branko Simanic & Ivo Martinac 

Year: 2004 

OPA: 2004 Outstanding Paper Award Winner 

4 Think Tank IV Possibilities for Sustainable Tourism Management in Ac... file 3443 Oct 13, 2013

Sustainability is an inevitable concept in tourism which heavily depends on natural resources and environment with its products and services. Here prevention and controlling water, air and noise pollution, habitat degradation is more importa...

Author: Meryem Atik, Türker Altan & A. Akin Aksu 

Year: 2004 

3 Think Tank IV Attitudes towards Environmental Responsibility among S... file 3415 Oct 13, 2013

The first step in creating a more environmentally sound hotel industry should be a performance analysis of the hotel sector from an environmental perspective. An assessment measuring the level of environmental awareness among hoteliers and t...

Author: Paulina Bohdanowicz, Vlasta Zanki-Alujevic & Ivo Martinac 

Year: 2004 

2 Think Tank IV Evaluating Environmental Initiatives of German Hotels file 2720 Oct 13, 2013

Following a vigorous environmental protection movement trigging in Germany over thirty years ago, the German hotel industry is gradually moving in line with other sections of its society. This study attempts to present a snapshot of the asse...

Author: Joseph S. Chen, Willy Legrand, Philip Sloan & Josephine Zho 

Year: 2004 

» Think Tank IV Impediments to Sustainable Service Quality in Luxury H... file 15319 Oct 13, 2013

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 ro...

Author: Rayka Presbury 

Year: 2004 

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