Best Practice Management: A Survey of Tourists Hotels in Queensland - Term Paper Example

Best Practice Management: A Survey of Tourists’ Hotels in Queensland Name Course Name and Code Instructor’s Name Date Introduction Management as a human activity has been and still is important (Gomez-Mejia et al., 2008). It allows individuals’ efforts to be coordinated in order to attain the goals of a firm. Management is considered to be a science or art that allows a firm to attain its objectives and aims via people. The process of management involves designing and maintaining an environment that is suitable for individuals to attain their goals efficiently. Currently, management is complex and much more important (Manfredand Vries, 2003; Juneja et al., 2011). People trained in management practice are better placed to attain individual and organizational objectives. Management entails planning, leading, staffing and controlling functions in order to create surplus and in an effective and efficiency ways (Kleiman, 2010). Therefore management creates bureaucracy whose importance is derived from the needs for strategic coordination, planning, controlling and directing of large and complex decision making process. The management of any business related to tourism requires that one strives to ensure efficiency in all of the processes of the business (Edgell, 2006). This requires that the use of all available resources are optimized to reduces costs and increase revenue. The sustainability of a business is based on efficient management, and environmental and social responsibility (Gough, 2008). Implementation of best management practice in tourism industry can allow it to be sustainable (Edgell, 2006). Best management practice allows a business to conserve while utilizing environmental resources responsibly. This allows the firm to increase its profitability while contributing to social and cultural development of the society in which it operates. Best practice is being embraced by many tourism certification programs (Mowforth and Munt,2003). Best practices ensure that the process of decision making, daily operations and administrative functions of an enterprise are undertaken in a sustainable manner (Swarbrooke, 1999). This study seeks to find out whether hotels found in Queensland embrace best practice management. The project will be limited to hotels that serve mainly tourists in the region. Tourism in Queensland is of significant importance to that region’s economy (Carroll, 1991; Knowles et al., 2004). In 2010, $19 billion were earned from tourism in Queensland and this was 7.4% of Queensland Gross state product for 2010. One of the popular holiday destinations in Australia is Queensland (IBISWorld Australia, 2008). Interstate tourism accounts for more that 75% of tourism revenue in Queensland. Tourism industry contributes to over five per cent of people employed in Queensland. International tourists to Queensland have been increasing since 2007 although interstate tourists have been declining (IBISWorld Australia, 2008). In order to maintain an upward trend in the tourists’ visits to the region, there is need for sustainability in the tourism industry (Mowforth and Munt, 2003). It is on the backdrop of this that this study is timely. Aim This study aims at surveying best practice management in hotels that serve tourists in Queensland. Objectives 1. To find out whether hotels serving tourists in Queensland embrace best practice management 2. To find out best management practices employed by hotels in Queensland 3. To establish the impact of best practice management on hotels that have implemented them Literature review There are various theories of management. The theories can be broadly classified into scientific management school, behavioral school, classical organizational theory school, and recent developments in management theory (Miles, 1975). This study will be based on the recent developments in management theory such as situational theory and systems theory. This theory asserts that managers ought to consider all aspects of the prevailing situation and act on aspects that are significant to the prevailing situation when making decision (Miles, 1975). Tourists are attracted to certain places for purposes of sightseeing, business or academic issues (IBISWorld Australia, 2008). For it to be sustainable, players in the sector need to ensure that factors that attract tourists are sustainable. Based on this, hotels serving tourists need to be managed in a way that will ensure that factors that attract visitors to the region are sustainable. This calls for managers to consider implementing best practices that encompass environmental friendly issues that in most cases are outside the traditional management roles (Machira, 2011). By doing so the management is concerned with all aspects of the core existence of their business as proposed by the situational theory. According to system theory, a system refers to a collection of part unified to accomplish an overall goal. The theory argues that is any part of the system is withdrawn, the nature of the system is changed generally (Miles, 1975). This implies that removal or exhaustion of activities that attract tourists to a certain region may result in overall change in the nature of economic activities in that region. For instance, the hotel industry might not be sustainable under such circumstances. According to the theory, a system has inputs, outputs and outcomes. In the case of hotel business serving tourists, inputs may entail resources that attract tourists to the region where the hotel is located. In this case process may entail management functions such as planning, motivating, organizing and controlling (Armstrong, 2006). On the other hand, outcomes in this case may entail enhanced quality of life for tourists that make visits to such an area sustainable. Thus, systems theory enables the management to look at a firm more broadly and hence allow them to understand the various parts of the firm and the interrelations of these parts. By looking at the firm broadly, managers in the hotel industry may be compelled to implement best practice management (Beardwelland Claydon, 2010). Best practice management has been hailed for their ability to attain cost efficiency in hotel industry. They result optimization of water conservation and hence leads to decreased water consumption. As a consequence, water bills are decreased. It is estimated that a guest at an international hotel, uses over 300 liters of water per day. Such scenarios endanger the quality and the availability of water for local communities especially in regions such as Queensland where droughts are common. By implementing best practice management, hotels are able to put in place measures that help in reducing water consumption and hence ensuring that local communities do not suffer from shortages of water. Moreover, these practices results in energy consumption efficiency. Energy efficiency is attained through installation of energy efficient heating and cooling systems and energy efficient lighting systems. Best practice management enables a hotel to maintain air handlers in good state and to undertake preventive maintenance for electrical appliances. Moreover, hotels embracing this kind of management are involved in the purchase renewable energy and ensure that hotels are fitted with high efficiency condensing boilers, high efficiency chillers and low flow showerheads. In addition, installation of ventilation systems controls that are demand based, installation of DDC controls and dry bulb economizers on air handling units allow reduction of energy consumption. For lighting purposes, fluorescent bulbs are installed. This results in reduced energy consumption and hence a decrease in power costs. In addition, best practice management is effective in reducing solid waste production in hotel industry (Machira, 2011). It is argued that there is rapid hotel industry development that is not ion tandem with development of sanitation and waste disposal infrastructure. This implies that more waste materials are being produced than what the available infrastructure can handle. Thus, best practice ensures that discarded materials are repurposed and thus reducing waste transfer costs. The practice is also instrumental at implementing strategies that help in reducing wastes at the point where they are produced and their recycling (Ministry of Agriculture and Food, 1992). Without such measures, the enormous solid and liquid wastes produced by hotels may end up in the surrounding environment due to inadequate handling and management. As a consequence of disposing wastes in the environment, the image of the hotel is harmed and hence receives reduced number of clients. Best practice management also ensures that supplies are bought in bulk and hence cutting back on supply costs in the operations of the hotel. Moreover, best practice management in hotels requires that such hotels utilize the services of other businesses in their area (Machira, 2011). Such moves often results in savings in terms of transportation and other costs related to goods and services. Best practice management in hotel industry also requires hotels to implement sustainable sourcing policies for purchasing their supplies. By implementing such policies, hotels are able to improve their supply chain performance. Moreover, sustainable forms of sourcing supplies enable the firm to acquire quality services and products. Hotels which embrace best practice management are also involved in activities that support the conservation of animals, plants and the surrounding environment (Edgell,2006). In the tourism industry, such activities help to increase the attractiveness of such hotels. They also improve the general quality of a region as a tourism destination. Such hotels also help in the conservation of areas that are protected. Such moves have been hailed by hoteliers in the tourism industry to improve their businesses’ competitiveness. Hotels which have implemented best practice management are known to support local development in different sectors (Mowforthand Munt, 2003). This entails hiring local people and allows their employees to attend sustainability training sessions. Such endeavors help in improving job quality. As a consequence of participating in local activities, such hotels record a decreased staff turnover. When hotels hire local people and support small business in the locality, they earn more respect from the society and are better placed to work with local community at a greater degree (Edgell, 2006). Implementing best practice management in hotel industry affects the safety and health of staff and clients positively (Gough, 2008). This is because such practices allow hotels to implement adequate hygiene practices that are geared toward promoting good health. In addition, it allows reduction of food waste that goes a long way in reducing operational costs. Moreover, such practices reduce sick days among employees and hence insurance claims. Best practice management also allows hotels to sign the code of conduct against sexual exploitation of adolescents and children (Mowforthand Munt,2003). Moreover, such hotels participate in international and regional campaigns against sexual exploitation. It is imperative that best practice management in the hotel industry is interested in the sustainability of the tourism industry (Gough, 2008). This requires the protection of the environment in order to have sustainable development. Thus, best practice management in the hotel industry entail activities that increase environmental awareness. By supporting environmental awareness activities, hotels serving the tourism industry contribute to the desirability and attractiveness of tourist destination. Hotel which have best practice management realize that the environment is an important asset to the tourism sector and as such the conservation and protection of environmental resources is essential toward attaining the tourist outputs. Sustainability of tourism industry in any region is based on the ability of a destination to sustain the delicate ecology and biodiversity, competently manage waste disposal, and optimize water use, the extend of land use and physical impact, and the safeguarding of the atmosphere, noise quantities and visual effect (Swarbrooke, 1999). Resourceful utilization of water is an important aspect of sustainable tourism especially in regions such as Queensland which experience severe droughts and water shortages. Best practice management is also conscious of climate change issues (Swarbrooke, 1999). As such they are involved in activities that help to reduce greenhouse gas emission. Such activities include putting in place a written resource management plan. The plan entails increased recycling and waste management, water management, green building strategies, storm water management and recycled content, no toxic supply purchasing. It also involves the employees and their education, financial scrutiny, facility audits, incorporated building upgrades, novel construction, equipment buying and preventive repairs. Such a plan enables hotels to manage their operational expenses, shareholder resolutions, regulatory vagueness and consumer prospects efficiently. By embracing climate friendly practices, hotels are able to reduce their costs tremendously via increased efficiency and process improvements. The survivability of the hotel industry is depended on the sustainable environment in which the industry operates. Implementing best practice management ensures that the hotel industry exists sustainably with the community and the environment in which it is situated while increasing revenue for the business (Machira, 2011). Best management practices strive to conserve and responsibly utilize environmental resources while contributing to the profitability of the venture in addition to social and cultural development of the community in which the business operates. It is on the backdrop of this argument that this study sets out to survey the proliferation of best practice management activities in hotels serving tourists visiting Queensland Australia. The impacts of such practices will also be assessed. This will help in providing recommendation to policy makers and hotel industry players in the region on the impacts of best practice management. Research design This research will use quantitative research design. Quantitative research is often associated with the positivist paradigm (Adèr et al., 2008). The positivist paradigm is closely related to objectivism and adopts the philosophical stance of the natural scientist in which the social world exists externally and its properties should be measured using objective methods, rather than being inferred subjectively through reflection or sensations (Adèr et al., 2008). Proponents of this position advocate that the researcher will not be affected by his own beliefs and values. It is based on the assumption that the researcher is independent of and unaffected by the subject of the research. Positivism emphasizes highly structured methodology to facilitate replication and quantifiable analysis that can be subjected to statistical analysis as the end result of such research can be Law like generalizations. Thus quantitative research will be based on positivist paradigm (Robson, 1993). Quantitative approach entails collection of data and its conversion into numerical form to allow statistical calculations to be carried out from which conclusions are deducted. This method is used to collect data impartially by using structured procedures and involves using large amounts of samples(Robson, 1993). This method has a disadvantage of beginning with a theoretical framework and has little diversion from this framework as a result.Quantitative research does not allow any new concepts to be discovered during the research.The quantitative method that will be employed is a survey. Research procedure This study will employ descriptive procedure. Descriptive research involves investigation of human experience through surveys, case studies and ethnographies with the aim of ordering experience and formulating theory (Creswell, 2012). This study will use surveys to collect data. Survey involves collection of large amounts of data from the population which is sizeable by use of questionnaires administered to the sample population. Surveys provide information that suggests possible reasons for particular relationships between variables and to produce models of these relationships. Survey strategy generates findings which are representative of the whole population at a lower cost as compared to collecting the data for the whole population(Creswell, 2012). However, the data collected is unlikely to be as wide ranging as those collected using other research strategies. This is because there is a limitation in the number of questions a questionnaire can contain, and richness of the data to be collected is dependent on the goodwill of the respondents(Adèr et al., 2008). In spite the shortcoming, this research will employ a survey strategy. A self- completion survey method involving the use of semi structured questionnaires will be used to collect data. The descriptive will first involve identification of key issues and concepts related to best practice management and will be incorporated into the structure of research with a sensitivity of maintaining the Australian world view. The inputs from this will be used to draft the survey instrument and tested on selected segment of the study population. A pilot survey data obtained will be analysed and compared on variables of interest will be carried out based on survey responses. The results obtained will help in revising the questionnaires in order to best capture the information being sort. This will be followed by distribution of questionnaires to study participants in various hotels located in Queensland. The distribution will be limited o hotels that serve tourist population. Once the questionnaires are returned, data analysis and tabulation will be carried out. The analysed data will be used to develop a report on the results via interpretation and discussion of the results. Study population A sample of any quantitative research should be a representation of the whole population. The sampling of the hotels will use a convenience and purposive sampling for hotels. Convenience sampling means that data will be collected where the researcher will be able to access information more easily (Adèr et al., 2008). Purposive sampling implies that the researcher will be seeking for managers of hotels which serve tourist alone and not any other manager in other hotels. This is because the people of interest to this study are managers in hotels that serve tourists. To locate the hotels, the research will visit the website of the Queensland tourism development authority to identify the hotels in the region that serve tourists.Once the hotels which serve tourist in Queensland are identified, their names will be tabulated in alphabetical order and will be numbered. All hotels with an odd number will be chosen for data collection. This implies that sampling of hotels will be randomized to improve on the representativeness of the sample and hence reducing sampling errors. The study targets at least 30hotels that serve tourist in Queensland and from each hotel two top managers in the firm will be included in the study. Data collection Questionnaires as a quantitative data collection method will be employed to collect data (Hopkins, 2000). The use of questionnaires will offer a practical way of collecting data from respondents. It will also allow the investigator to collect a large amount of information from many respondents. Moreover, the data collected by questionnaires will be easy to quantify using computer software. This will also allow scientific analysis of the data collected. It is believed among positivists that quantitative data obtained through use of questionnaires can help in creating new theories. The questionnaire will be employed in this study to identify various aspects of best practice management employed by hotels in Queensland. The questionnaires will be seeking to find out whether the hotels surveyed have any mechanisms in place aimed at water conservation. For firms with such mechanisms, the questionnaire will seek to identify such methods. Moreover, this section of the questionnaire will seek to find out whether there are any advantages of having such measures to the business and the general community in which the business operates. The questionnaires will also be seeking to find out whether the hotels surveyed have any mechanisms in place aimed at reducing energy consumptions. For firms with such mechanisms, the questionnaire will seek to identify such methods. Moreover, this section of the questionnaire will seek to find out whether there are any advantages of having such measures to the business and the general community in which the business operates. The questionnaire will also be seeking to find out how these firms manage their waste. This section will establish whether there are any steps aimed at reducing solid waste and such steps will be identified. The advantages of such steps to the firm and the community will also be investigated in this section. The questionnaires will also be seeking to establish whether these firms buy their supplies in bulk. This section will identify the advantages that the firm derives from buying supplies in bulk. In addition, the questionnaire will be seeking to establish whether these hotels employ the services of micro, small and medium firms in their area. The questionnaires will in addition seek to establish sourcing policies adopted by the firms. The advantages of these policies will also be investigated. The questionnaires will also enquire on whether the hotels are involved in any activities that enhance conservation of the fauna, flora and the surrounding environment. The advantages of these activities will also be investigated. The connection of the firm with local development will also be investigated using the questionnaire. Finally, the questionnaires will seek to establish how the management promotes the safety and health of their staff and clients. Data analysis Data obtained will be analyzed quantitatively in three stages. These will include data preparation, data description and testing hypotheses. Statistical package for social sciences (SPSS) will be used to analyze the data (Creswell, 2012). During data preparation logging in the data, entering the data into the computer, data transformation and development and documentation of a database will be undertaken to integrate the various measures. Description of data will entail will employ descriptive data analysis such Analysis of Variance (ANOVA) to provide description of basic features of the data in the study. This will be used to provide summaries about the measures and samples. Time frame and outline of thesis Activity/Time May 2012 June 2012 July 2012 August, 2012 Sept. 2012 W1 W2 W3 W4 W1 W2 W3 W4 W1 W2 W3 W4 W1 W2 W3 W4 W 1 Read through the literature review x x Finish writing the literature & methodology and consent form x x Approve last version of questionnaire and ethics & consent form x Prepare to travel x Conduct pilot study x Analyse pilot study data and revise the questionnaire x Distribute questionnaire in the hotels X x x x Collect questionnaire x x x x Data entry and data analysis x x x x Prepare theses report x x Submit theses x Defend theses x Specific requirements Activity Estimated cost Proposal writing Production (printing, binding, publication, etc) Communication Travelling (Passport and visa processing, air ticket, car rental costs etc) Accommodation Data analysis Total References Adèr , H. J., Mellenbergh, G. J., and Hand, D. J. 2008. Advising on research methods: a consultant's companion. Huizen: Johannes van Kessel Publishing. Armstrong, M. 2006, A Handbook of Human Resource Management Practice (10th ed.). London, Kogan Page. Beardwell, J. and Claydon, 2010. Human Resource Management: A contemporary Approach,(6th ed). Harlow: Prentice Hall. Carroll, H.G.1991. Tourism in Australia. Harcourt Brace Jovanovich. Creswell, J.W. 2012. Educational research: Planning, conducting, and evaluating quantitative and qualitative research. Upper Saddle River, NJ: Prentice Hall. Edgell, D.L. 2006. Managing Sustainable Tourism: A Legacy for the Future. London: Routledge. Gomez-Mejia, L R.; Balkin, D. B and Cardy, R.L 2008. Management: People, Performance, Change, (3rd ed). New York, McGraw-Hill. Gough, B. 2008. Sustainable Tourism in SA and Regional Travel. London: Pearson. Hopkins, W.G. 2000. Quantitative Research Design. http://www.sportsci.org/jour/0001/wghdesign.html [Accessed on May 11, 2012]. IBISWorld Australia, 2008. Tourism in Australia. IBIS World. Juneja, J,;FirstHimanshu, and Juneja, P. 2011. Management.Management Study Guide. London: WebCraftPvt Ltd. Kleiman, L. S. 2010. Management and Executive Development. Reference for Business: Encyclopedia of Business. Knowles, T. Diamantis, D. El-Mourhabi, J. B. 2004. The Globalization of Tourism and Hospitality: A Strategic Perspective (2nd Ed). Cengage Learning EMEA. Machira M. 2011. Best Management Practices of Organizations. London: LAP Lambert Academic Publishing. Manfred F. R. and Vries, K. 2003. The Dark Side of Leadership. Business Strategy Review, vol. 14, no. 3 Miles, R. E. 1975. Theories of Management: Implications for Organization Behavior and Development [By] Raymond E. Miles. New York: Mcgraw-Hill. Ministry of Agriculture and Food, Canada, 1992, Best Management Practices. Agriculture Canada. Mowforth, M. and Munt, I. 2003. Tourism and Sustainability: Development and New Tourism in the Third World, (2nd Ed). London: Routledge. Robson, C. 1993. Real-world research: A resource for social scientists and practitioner – researchers. Malden: Blackwell Publishing. Swarbrooke, J. 1999. Sustainable Tourism Management. CABI. Appendix (Questionnaire) APPENDIX 1: RESEARCH QUESTIONNAIRE PART 1: GENERAL INFORMATION 1. Gender: Male ------ Female------ 2. Age --------- years 3. Level of education Certificate -------- College Diploma -------- Degree -------- Masters --------- Doctorate --------- Other (please specify) --------- 4. Employment -------- 5. Institution --------- 6. Job category ---------- PART 2 1. (a) Does the hotel have any mechanisms aimed at water conservation? Yes---------------- No------------------- 1. (b) If yes what are they and what are the benefits of having such measuresto the business and the general community in which the business operates?--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 2. (a) Does the hotel havemechanisms in place aimed at reducing energy consumptions? Yes---------------- No---------------- 2. (b) If yes what are they and what are the benefits of having such measuresto the business and the general community in which the business operates?--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 3. (a) How does the hotel manage their waste?---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 3. (b) What are the steps used inreducing solid waste?------------------------------------------------------------------------------------------------------------------------------------------------------------------------ 3. (c) What are the benefits of having such measuresto the business and the general community in which the business operates?------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 4. (a) Does this hotel buy their supplies in bulk? Yes---------------- No---------------- 4. (b) If yes what are the benefits buying supplies in bulk?--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 5. Does this hotel employ the services of micro, small and medium firms in this area? Yes---------------- No---------------- 6. What are the sourcing policies adopted by the hotel?----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 7. (a) Is this hotel involved in any activities that enhance conservation of the fauna, flora and the surrounding environment? Yes---------------- No---------------- 7. (b) If yes what are the benefits of being involved in such activities to the business and the general community in which the business operates?--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 8. What is the connection of the firm with local development?--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 9. How does the firm’s management promote the safety and health of their staff and clients? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Read More