The hospitality industry, whether it be hotels, day spas, parks, other forms of lodging such as cottages or bed and breakfasts, event planning, catering, theme parks or cruise ship lines, is dependent on customer satisfaction…
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What brings someone to spend hard-earned money on enjoyment is a trust that the hospitality provided will be of a high quality. Poor customer service can scuttle major companies, while good CSRs can develop the capital and brand name of an upstart. Training is the process used for the development of knowledge and skills needed to perform the jobs, duties, and tasks found in an organization (Christine Jaszay, Paul Dunk). Education is identified as a key component in ensuring the sustainability of tourism (Chandana Jayawardena). Customer service representation is a skill that is worth billions to companies (Stella Service, 2010). Training all of the aspects of the hospitality industry, such as massage therapy, spa skills, customer service skills and interaction, entertainment abilities such as singing or dancing, cooking, and all of the other essential skills for hospitality industry success is extremely pricey but utterly important to success. The purpose of this study is to examine how many of the 4 star and 5 star hotels in Athens have training programmes for employees or or prospective employees, the way these training programmes are planned and executed, and the difference of the training in international hospitality chains and the individually owned hotels in the area of Athens. Research History and Current State of Athens Hospitality Industry The Athens hospitality industry is currently undergoing a resurgence, but hospitality has always been a key part of Greek culture. Xenia, or hospitality, was an important element of Greek culture in an era where every stranger on the road could be an imminent threat and travel was dangerous, lonely and dreadfully important (Lucas, 2007). “Zeus, the king of the gods, demanded that strangers be treated graciously. Hosts had a religious duty to welcome strangers, and guests had the responsibility to respect hosts. The tight interconnections and mutual respect in this host-guest relationship are reflected in the fact that the word zenos in ancient Greek can mean both “host” and “guest.” The relationship is often symbolized in the Odyssey by the presentation of gifts” (Lucas, 2007). The Odyssey and The Iliad indicate, in general, that “[t]he higher a society's level of hospitality, the more civilized that society is” (Tiedemann, 2009). Penelope could not simply cast out her suitors: Doing so would be grossly impolite, even though she did not wish to marry. Paris' seizing of Helen from Menelaus was an unbelievable violation of xenia, and would secure Zeus' support for the Greeks against the Trojans. And the nightmarish treatment of the Odyssey by Circe was not least a violation of xenia. Thus, there are millennia-old cultural traditions that predispose Athens to value hospitality and providing the best service to those who visit. This is an important cultural asset that should be emphasized in literature, training and promotion. The Athenian hospitality market was transformed after the Olympic games. The hospitality industry was far from weak prior to the Olympic games, but certainly political instability and the Papadopolous junta were problematic to Greece's international image as well as Greek attitudes towards foreigners, especially Americans (Karalis, 2009). Prior to the Olympic games, Athens had 252 hotels; four new hotels were created in 2005 and four closed in 2006, bringing the total back to 252, which matches the larger Hellenic Chamber trend as well (Ikkos and Pashidalis, 2007). But it wasn't so much in the number of hotels but the quality of hotels that the post-Olympic period was different from the pre-Olympic one. The number of five star hotels grew by 3 from 2003 to 2007, the number of four
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It will also delve into the studies of McGunnigle and Jameson (2000) which focused on the plight of employees working in hotels. Hospitality Industry at Glance The hospitality industry is vigorously thrived with people who provide services for at hotels, creation centers, tourism industry, disco and club houses, casinos, galleries, fairs, resorts and resto-bars.
In a recent news item it was published that “the tourist industry has struggled to maintain adequate demand as people have less discretionary income to afford vacations” (Hotel Managers Group, 2011). The item continued to explain that “this has made it tough for any hotel operator to maintain their profit margins in the face of decreasing growth prospects.” Because of the changing trend in patronage, it has become necessary that hospitality owners seek proactive ways in which they can cater for the future survival of their investment.
Out of all the areas of the hospitality industry, amusement parks are one of the most popular among the people, irrespective of the age group. Amusement parks or Theme parks contain many entertainment attractions including a collection of rides. Even though most of the amusement parks are run in a fixed location throughout the year, there are still few temporary ones.
The results after application of IT has also discussed. The development of Internet and Intranet in context with the hospitality industry is also an issue. The case studies of different hotels are also showing the application of IT.
Growing shortage of skilled and qualified employees along with escalation of construction and renovation cost were two of the major issues discussed in ISHC. Followed by were the difficulty to keep up with the rapidly changing technology, Changing demographic and their impact on travel trends, considering the future of Hotel profits with balancing escalating expenses with the need to increase rates, Mitigating consumer confusion over brand proliferation and investor concerns over cross brand impact, Keeping up with rapidly changing playing field, And their impact on the travel industry, the changing travel patterns, issues in capital availability are the other aspects in the top ten issues (
However, we generally think of the hospitality industry as including accommodations, restaurants, entertainment, tour and transportation services. In the UK this industry has become extremely important, topping a billion pounds sterling this year, and the
In general, there is a strong correlation between having a good economic performance and the increase in the revenue of hospitality, lodging, and tourism industry. Since there has been an increased in the market
This is why many hospitality industries develop franchise opportunities so that corporate headquarters does not have to be concerned with local customs and cultures while still maintaining a manageable operating budget.
The benefits of conducting performance evaluations to supervisors are improved relationship with employees and better employee performance. The benefits of conducting performance evaluations to the management team are that the information from evaluations guides
It can also be defined as the business of providing entertainment, restaurants and hotels, etc. for persons travelling.
Inbound tourism is the act of not - residents travelling in a different country that is not their
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