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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
15 Think Tank XIV Exploring Youth Perspectives on Quality of Life and To... file 2122 Jun 26, 2014

The concept of Quality of Life (QoL) is implicit in conceptualisations of tourism, especially those used to develop and guide tourism policy and planning. At the individual level it is assumed that travel offers a number of different ways to...

Author: Anna Blackman, Gianna Moscardo, Andrea Schurmann & Laurie Murphy 

Year: 2014 

14 Think Tank VIII Enhancing the Quality of Life through Cultural Events:... file 2519 Oct 13, 2013

The Wadden Sea Festival in Denmark is based on the idea of integrating the coastal environment in the presentation of contemporary art. Specifically, unique tidal differences are utilized to stage a range of performances. The Wadden Sea Fest...

Author: Janne J. Liburd & Anja Hergesell 

Year: 2008 

13 Think Tank VIII Assessing Whose Quality of Life: A Critical Examinatio... file 2659 Oct 13, 2013

Almost all the academic literature on tourism impacts has focussed on the consequences of tourism for the destination and its residents. Very little attention has been paid to the impacts of tourism on tourists. Virtually all cost-benefit an...

Author: Gianna Moscardo 

Year: 2008 

12 Think Tank VIII An Assessment of Efforts to Enhance the Quality of Lif... file 2841 Oct 13, 2013

Quality of life studies are usually either objective or subjective in nature. Objective quality of life studies concentrate on social indicators whereas subjective quality of life studies attempt to assess the perceived satisfaction that in...

Author: Turgut Var, Erhan Ada, Gökce Ozdemir & Deniz Hasirci 

Year: 2008 

11 Think Tank IV Mass-ski Tourism in the Dolomites and Sustainability: ... file 3116 Oct 13, 2013

The aim of this paper is to highlight the impact of mass-ski tourism on the environment in the Dolomites (Italian Alps), where in winter the principal activities are snow sports. In implementing this development model the Dolomite region has...

Author: Mariangela Franch, Umberto Martini, Pier Luigi Novi Inverardi, Federica Buffa, Pietro Marzani & Maria Della Lucia 

Year: 2004 

OPA: 2004 Runner Up 

10 Think Tank XI Learning for Sustainable Tourism: Small and Medium Ent... file 3139 Oct 14, 2013

This abstract intends to present QUSS – an integrated Management System for Quality, Sustainability and Safety in theory and practice. QUSS was invented by the NGO Ecocamping and is thus basically applied on camp sites in Europe with focus ...

Author: Tatjana Thimm 

Year: 2011 

9 Think Tank XIII Assessing Community Quality of Life in the Context of ... file 3721 Nov 06, 2013

One of major purposes of tourism development in a destination is to improve the quality of life (QOL) of host community. In the tourism literature, resident QOL has been discussed in the research of resident attitudes toward tourism. However...

Author: Chia-Pin Simo Yu, Shu Tian Cole & H. Charles Chancellor 

Year: 2013 

8 Think Tank VIII Linking Tourist Satisfaction to Happiness and Quality ... file 3864 Oct 13, 2013

Dominant tourist satisfaction measures, typically tied to service quality, have recently received much criticism by senior tourism academics (Ryan, 1995; Kozak, 2001; Pearce, 2005). These prominent tourism scholars commonly refer to very sim...

Author: Sebastian Filep 

Year: 2008 

7 Think Tank VIII Destination Competitiveness and Policy Making for Pove... file 6080 Oct 13, 2013

This paper has five aims. First, to discuss the Travel and Tourism Competitiveness Index (TTCI) and the method of its construction. If the TTCI is to have policy significance it is essential that its components be identified and analysed as ...

Author: Larry Dwyer 

Year: 2008 

6 Think Tank VIII Sustaining through Gastronomy: The Case of Slow Food M... file 7159 Oct 13, 2013

This paper is conducted within the interpretive paradigm, using subjectivist, non-positivist, qualitative approach to research started out of writer’s personal motivation after being exposed to a couple of Slow Food conviviums in the recent ...

Author: Miha Bratec 

Year: 2008 

5 Think Tank VIII A Conceptual Ex Ante Framework for the Strategic Study... file 7389 Oct 13, 2013

The area of sport event tourism has been growing over the last years, which led to an increasing amount of research that has analysed both the economic and social impacts of sport events. Whereas a substantial amount of ex post assessment fr...

Author: Nico Schulenkorf 

Year: 2008 

OPA: 2008 Runner Up 

4 Think Tank IX Community based sustainable tourism: Quality of life a... file 7428 Oct 13, 2013

This paper explores the concept of quality of life (QOL) as perceived by residents in tourism destinations and examines differences in perceptions of QOL among culturally different destinations. The perceived QOL of local community is an imp...

Author: Yvette Reisinger & Kwang-Soo Park 

Year: 2009 

3 Think Tank X Rather Together? Network Effects among Students file 8788 Oct 13, 2013

Being faced with global trends that challenge the way tourism is conducted at present (Dwyer, Edwards, Mistilis, Roman and Scott, 2009; Dwyer, Edwards, Mistilis, Scott, Roman and C., 2008), educators worldwide have recognized the need to ad...

Author: Florian Aubke, Ivo Ponocny & Anja Hergesell 

Year: 2010 

2 Think Tank XIII Visitors' and Residents' Perception of Tourism Impact ... file 10781 Nov 06, 2013

Tourism is one of the leading contributors to service industry in Malaysia and is gradually growing. The growth of this industry brings impact towards the environment, specifically the water quality of islands. This study views into the visi...

Author: Murugadas Ramdas & Badaruddin Mohamed 

Year: 2013 

» Think Tank IV Impediments to Sustainable Service Quality in Luxury H... file 15263 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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