The Changes in Client-Employee Communication at Hotel Front Office in Connection to CoVid19 Pandemic

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F25619161%3A_____%2F21%3AN0000019" target="_blank" >RIV/25619161:_____/21:N0000019 - isvavai.cz</a>
Alternative codes found
RIV/25619161:_____/21:N0000056
Result on the web
<a href="https://ibima.org/accepted-paper/the-changes-in-client-employee-communication-at-hotel-front-office-in-connection-to-covid19-pandemic/" target="_blank" >https://ibima.org/accepted-paper/the-changes-in-client-employee-communication-at-hotel-front-office-in-connection-to-covid19-pandemic/</a>
DOI - Digital Object Identifier
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Result language
angličtina
Original language name
The Changes in Client-Employee Communication at Hotel Front Office in Connection to CoVid19 Pandemic
Original language description
The current hospitality industry is highly influenced by the pandemics of CoVid 19 and connected national and international measures. Several studies are already proposing the strategies for hospitality industry recovery, and the majority of them do not consider a significant shift in customer behaviour and employee skills and abilities. This study aims to understand the difference in communication with hotel clients in the front office before the pandemics and when the national measures were applied. The study is based on the semi-structures questioning of 59 front-office, HR and operations manager in Prague and their evaluation of several concepts. During the pandemics, the front office employees were mainly handling the request for cancellation of the stay, their move or other reimbursement and information handling via phone or email. Only 12 % of the respondents prepared the training programme for their employees to handle these situations. As the results, we propose sustainable HR, learning and development strategy as the hospitality recovery basics. Quest satisfaction can be the only driver to improve hotels and other accommodation facilities' performance and sustainable operation.
Czech name
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Czech description
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Project
<a href="/en/project/TL04000153" target="_blank" >TL04000153: Application of virtual reality tools into the communication skills training of hotel workers for a purpose of reduction of concerns and risks associated with the spread of COVID-19</a><br>
Continuities
P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Publication year
2021
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

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