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

Kód výsledku v 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>

Nalezeny alternativní kódy

RIV/25619161:_____/21:N0000056

Výsledek na webu

<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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Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

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

Popis výsledku anglicky

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.

Druh

D - Stať ve sborníku

CEP obor

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OECD FORD obor

50200 - Economics and Business

Projekt

<a href="/cs/project/TL04000153" target="_blank" >TL04000153: Aplikace nástrojů virtuální reality do tréninku komunikačních dovedností pracovníků hotelů za účelem zmírňování obav a rizik spojených s šířením onemocnění COVID-19</a><br>

Návaznosti

P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Rok uplatnění

2021

Kód důvěrnosti údajů

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

Název statě ve sborníku

37th IBIMA Conference

ISBN

978-0-9998551-6-4

ISSN

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e-ISSN

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Počet stran výsledku

7

Strana od-do

752-757

Název nakladatele

IBIMA

Místo vydání

Cordoba

Místo konání akce

Cordoba

Datum konání akce

30. 5. 2021

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

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