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

The result's identifiers

  • Result code in IS VaVaI

    <a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F25619161%3A_____%2F21%3AN0000056" target="_blank" >RIV/25619161:_____/21:N0000056 - isvavai.cz</a>

  • Alternative codes found

    RIV/25619161:_____/21:N0000019

  • 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

Alternative languages

  • 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

  • Czech description

Classification

  • Type

    D - Article in proceedings

  • CEP classification

  • OECD FORD branch

    50200 - Economics and Business

Result continuities

  • 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)

Others

  • Publication year

    2021

  • Confidentiality

    S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Data specific for result type

  • Article name in the collection

    Innovation Management and information Technology impact on Global Economy in the Era of Pandemic

  • ISBN

    978-0-9998551-6-4

  • ISSN

  • e-ISSN

  • Number of pages

    7

  • Pages from-to

    752-757

  • Publisher name

    International Business Information Management Association (IBIMA)

  • Place of publication

    Cordoba

  • Event location

    Cordoba

  • Event date

    May 30, 2021

  • Type of event by nationality

    WRD - Celosvětová akce

  • UT code for WoS article