Search results

1 – 10 of 114
To view the access options for this content please click here
Book part
Publication date: 20 November 2020

Myriam Bounatirou and Andriew Lim

As the most disruptive technologies, Artificial Intelligence (AI) has been considered as a reliable tool in processing data to enhance business performance. Along with the…

Abstract

As the most disruptive technologies, Artificial Intelligence (AI) has been considered as a reliable tool in processing data to enhance business performance. Along with the increasing amount of data generated through online activities by customers, various hospitality companies have been investing in AI-powered solutions to be able to have better understanding about their customers and provide the relevant service to them accordingly. Despite knowing the impact on the customer service orientation, little is known about the impact of AI on the business process of a hospitality company. This paper explores the impact of the adoption of the AI on the business process of a hospitality company to have a better understanding of the extent of particular part of the business process that would benefit from the adoption of AI. It is apparent that Revenue Management and Marketing are the parts of business process within the hospitality industry that would have more positive impact on the adoption of AI. While AI-based marketing would be able to identify and target effectively high-value consumers, revenue management would be able to determine the right pricing strategy in real time due to the vast amount of available data and subsequently would have positive impact on the financial performance of the hospitality company.

Details

Sustainable Hospitality Management
Type: Book
ISBN: 978-1-83909-266-4

Keywords

To view the access options for this content please click here
Article
Publication date: 7 January 2014

Explains how a global employee-recognition program was introduced at InterContinental Hotels Group and the benefits this has brought.

Abstract

Purpose

Explains how a global employee-recognition program was introduced at InterContinental Hotels Group and the benefits this has brought.

Design/methodology/approach

Gives the reasons for the program and explains how it was delivered through a partnership with Globoforce, a provider of social-recognition systems.

Findings

Reveals that the Bravo employee-recognition program is helping to inspire and engage employees, measure and manage the company's winning-ways culture around the world and attract and retain talent.

Practical implications

Explains how the program improves the service the hotel offers to its guests and so helps to increase profits.

Originality/value

Reveals how InterContinental Hotels Group has harnessed the power of cloud computing to establish a truly global employee-recognition system.

Details

Human Resource Management International Digest, vol. 22 no. 1
Type: Research Article
ISSN: 0967-0734

Keywords

To view the access options for this content please click here
Article
Publication date: 1 August 1999

Robert M. Mulligan

If EDI is to succeed to a similar degree as paper‐based systems then international harmonisation and standardisation must be achieved across all functional groups…

Abstract

If EDI is to succeed to a similar degree as paper‐based systems then international harmonisation and standardisation must be achieved across all functional groups (banking, transport, insurance, customs) and industry sectors on message standard and structures. UN/EDIFACT is now the dominant body producing generic EDI messages for use in international trade. All functional areas have Message Development Groups but the main areas of success to date lie in deep sea transport, forwarding and customs functions. Message development needs to proceed rapidly in all functions before integrated EDI systems can be offered. In recognition of this, UN procedures are now in place to harmonise such message formats across all trade regions (ITIGG/IHG), industry sectors (MIST/IHG) and transport modes (MIST/ITIGG). The negotiability of the electronic Bill of Lading is also an issue which will be tested across industry sectors by Bolero Operations Ltd launch programme early in 1999.

Details

Logistics Information Management, vol. 12 no. 4
Type: Research Article
ISSN: 0957-6053

Keywords

To view the access options for this content please click here
Article
Publication date: 3 February 2012

Yu‐Chin (Jerrie) Hsieh

The purpose of this paper is to analyze the environmental management policies and practices of the top 50 hotel companies as disclosed on their corporate web sites.

Abstract

Purpose

The purpose of this paper is to analyze the environmental management policies and practices of the top 50 hotel companies as disclosed on their corporate web sites.

Design/methodology/approach

This study employed content analysis to review the web sites of the top 50 hotel companies as defined herein.

Findings

Only 46 per cent of the selected hotel companies used web pages to post information related to environmental issues on their public web sites. The web pages of Wyndham, IHG, Accor, Whitbread, Hyatt, Rezidor, Sol Melia, TUI, and Scandic featured more revealing environmental information than that posted by other companies, which indicated their environmental commitment and engagement. The results of content analysis identified 12 major environmental focus areas in which the sample hotel companies engaged.

Research limitations/implications

The findings on environmental policies and practices are limited to the environmental information featured on the web sites of the top 50 hotel companies. Some of these companies may have established environmental policies or initiated environmental programs not disseminated on their web sites. In addition, web page information can be changed at any time, and the findings of this study are based upon a snapshot of the web sites as of March 2010.

Practical implications

This study establishes a benchmark of the dissemination of environmental information on the internet by leading hotels, and provides a preliminary picture of environmental initiatives and engagement among these top hotel companies. The information generated from this study can serve as a guide for hotels that would like to engage in an environmental management program. This study also provides a source of information for hotels that would like to develop environmental web sites to demonstrate their environmental commitment to their stakeholders.

Originality/value

Information concerning the content of environmental information disseminated on the web sites of large hotel companies is sparse. Consequently, this study aims to provide a snapshot of where the hotel industry is with regard to on‐line environmental disclosure and related environmental policies and practices.

Details

International Journal of Contemporary Hospitality Management, vol. 24 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

To view the access options for this content please click here
Book part
Publication date: 11 July 2013

Willy Legrand, Eric B. Huegel and Philip Sloan

A growing number of hospitality companies choose to publish the performance in areas pertaining to sustainability separately from the annual financial reports…

Abstract

A growing number of hospitality companies choose to publish the performance in areas pertaining to sustainability separately from the annual financial reports. Additionally, effective environmental communication can become an advantageous differentiation factor and create a positive brand image. However, mandatory reporting is, at the time of writing this paper, only required for financial information. Unlike financial reporting, however, the communication of sustainability efforts or results is largely unregulated. A great diversity can be noted with regard to the way environmental and social justice information is gathered, written, and disseminated. This research aimed to discover current practices in regards to sustainability reporting from international chains and assess the meaningfulness of the information being reported and the level of comparability between companies’ reports and results. Recommendations on future reporting are made for enhanced benchmarking, thus making data being communicated to stakeholders more transparent.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-78190-746-7

Keywords

To view the access options for this content please click here
Article
Publication date: 1 February 2006

Aims to highlight the benefits gained by InterContinental Hotels Group from the introduction new software for the merit‐pay review process.

Abstract

Purpose

Aims to highlight the benefits gained by InterContinental Hotels Group from the introduction new software for the merit‐pay review process.

Design/methodology/approach

Draws on information provided by the InterContinental Hotels Group's senior vice‐president and head of reward, and the reward administrator.

Findings

Reveals that replacing the fragmented spreadsheet system with an integrated system has made available more accurate information, in real time. Managers can model various merit‐pay options to find out which one works best. Executives can see where managers are falling behind with the process. In addition, the system enables managers to work in the currency with which they are most familiar.

Practical implications

The new system gives a complete overview of the merit‐review process worldwide across all areas of the InterContinental Hotels Group business.

Originality/value

Contains much to interest companies with complex merit‐pay systems, and geographically dispersed operations.

Details

Human Resource Management International Digest, vol. 14 no. 2
Type: Research Article
ISSN: 0967-0734

Keywords

To view the access options for this content please click here
Article
Publication date: 4 November 2014

Keith Becker, Jim Sprigg and Alex Cosmas

The purpose of this paper is to estimate individual promotional campaign impacts through Bayesian inference. Conventional statistics have worked well for analyzing the…

Abstract

Purpose

The purpose of this paper is to estimate individual promotional campaign impacts through Bayesian inference. Conventional statistics have worked well for analyzing the impact of direct marketing promotions on purchase behavior. However, many modern marketing programs must drive multiple purchase objectives, requiring more precise arbitration between multiple offers and collection of more data with which to differentiate individuals. This often results in datasets that are highly dimensional, yet also sparse, straining the power of statistical methods to properly estimate the effect of promotional treatments.

Design/methodology/approach

Improvements in computing power have enabled new techniques for predicting individual behavior. This work investigates a probabilistic machine-learned Bayesian approach to predict individual impacts driven by promotional campaign offers for a leading global travel and hospitality chain. Comparisons were made to a linear regression, representative of the current state of practice.

Findings

The findings of this work focus on comparing a machine-learned Bayesian approach with linear regression (which is representative of the current state of practice among industry practitioners) in the analysis of a promotional campaign across three key areas: highly dimensional data, sparse data and likelihood matching.

Research limitations/implications

Because the findings are based on a single campaign, future work includes generalizing results across multiple promotional campaigns. Also of interest for future work are comparisons of the technique developed here with other techniques from academia.

Practical implications

Because the Bayesian approach allows estimation of the influence of the promotion for each hypothetical customer’s set of promotional attributes, even when no exact look-alikes exist in the control group, a number of possible applications exist. These include optimal campaign design (given the ability to estimate the promotional attributes that are likely to drive the greatest incremental spend in a hypothetical deployment) and operationalizing efficient audience selection given the model’s individualized estimates, reducing the risk of marketing overcommunication, which can prompt costly unsubscriptions.

Originality/value

The original contribution is the application of machine-learning to Bayesian Belief Network construction in the context of analyzing a multi-channel promotional campaign’s impact on individual customers. This is of value to practitioners seeking alternatives for campaign analysis for applications in which more commonly used models are not well-suited, such as the three key areas that this paper highlights: highly dimensional data, sparse data and likelihood matching.

Details

Journal of Consumer Marketing, vol. 31 no. 6/7
Type: Research Article
ISSN: 0736-3761

Keywords

To view the access options for this content please click here
Book part
Publication date: 31 December 2010

Piotr Zientara and Paulina Bohdanowicz

Hospitality, constituting an essential component of the tourism industry, is a sector characterized by many feasible opportunities to cut carbon dioxide emissions and to…

Abstract

Hospitality, constituting an essential component of the tourism industry, is a sector characterized by many feasible opportunities to cut carbon dioxide emissions and to reduce the use of resources. Hence this chapter, drawing on the concept of corporate social responsibility (CSR), focuses on the way the hospitality sector copes with climate change. Its principal aim is to show what international hospitality companies, which are regarded as pioneers of CSR-inspired environmentalism, have done to mitigate the effects of global warming. In doing so, the chapter critically examines innovative measures and instruments introduced by top hotel chains within their CSR programs with an aim of reducing their carbon footprint. It lays emphasis on the practical dimension, highlighting the nature and effectiveness of concrete initiatives, and the issues that arise during the implementation process. The chapter concludes by providing specific managerial-policy guidelines, thereby contributing to the dissemination of best practice, and suggestions for further research.

Details

Tourism and the Implications of Climate Change: Issues and Actions
Type: Book
ISBN: 978-0-85724-620-2

Keywords

To view the access options for this content please click here
Article
Publication date: 31 May 2021

Sonia Bharwani and David Mathews

This research aims at understanding techno-based strategies deployed by the hospitality industry by exploring the emerging technological product and process innovations…

Abstract

Purpose

This research aims at understanding techno-based strategies deployed by the hospitality industry by exploring the emerging technological product and process innovations that are actively being used in the hospitality space to deliver enhanced guest experiences. It also aims at gaining perspective about the challenges of technology adoption faced by the Indian luxury hotels that have traditionally been driven by high-touch, unscripted and personalised service.

Design/methodology/approach

This paper adopted a two-pronged methodology for data collection – in-depth semi-structured interviews with General Managers of Luxury Hotels in India and literature-based innovation output (LBIO). NVivo12 software was used to carry out a qualitative thematic analysis of the data. The primary data collected was then triangulated with secondary data gathered through literature review of academic papers, industry reports and studies on the use of technology for enhancing and co-creating customer experience in luxury hotels.

Findings

The research brings in to focus the importance of technology and high-tech, state-of-the-art tools in facilitating the co-creation and delivery of experiences in the context of luxury hospitality. However, it also emphasises that the high-touch dimension is the core of hospitality in luxury and premium hotels and should remain the primary driver of this segment. Luxury hotels will have to fine-tune and tailor their services and provide the right mix of high-tech and high-touch, depending on the micro-niche segments to which they cater.

Practical implications

Practitioners, researchers and educationists in the hospitality industry would find the implications of this study useful in context of the evolving technology imperative and the present customer-centric business environment where hotels are constantly striving to meet the exponentially rising bar of guest expectations.

Originality/value

This study is the one of the few empirical explorations of the techno-based strategies adopted by luxury hotels for co-creating enhanced and high-value experiences leading to critical implications for both hospitality and tourism theory and practice.

Details

Worldwide Hospitality and Tourism Themes, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1755-4217

Keywords

To view the access options for this content please click here
Book part
Publication date: 22 August 2017

Willy Legrand and Robert Schønrock Nielsen

The Paris Agreement signed by 195 countries and the European Union in December 2015 provides a global framework for mitigation and adaption strategies in face of climate…

Abstract

The Paris Agreement signed by 195 countries and the European Union in December 2015 provides a global framework for mitigation and adaption strategies in face of climate change. The hospitality industry is hungry for resources, in particular energy, but also directly affected by changes in the environment – whether operating a ski resort in the Alps or a coastal retreat, whether a restaurant sourcing its food locally or organically, the effects of climate change are felt first-hand. Thus, the agreement has direct implications on the future of the industry. The authors argue that a new era of climate-adaptive hospitality is starting. The chapter is conceptual in nature. The author’s assumption is that the construction of climate-conscious identity is caused by the public opinion on climate change on the one hand and climate-adaptive solutions that affect guest during their vacations, on the other hand. The development of a climate-consciousness among guests and employees is crucial to create a climate-adaptive hospitality industry. A definition for the concept of ‘climate-adaptive innovation’ is suggested.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-78743-488-2

Keywords

1 – 10 of 114