The Changes in Client-Employee Communication at Hotel Front Office in Connection to CoVid19 Pandemic
Identifikátory výsledku
Kód výsledku v 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>
Nalezeny alternativní kódy
RIV/25619161:_____/21:N0000019
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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Alternativní jazyky
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.
Klasifikace
Druh
D - Stať ve sborníku
CEP obor
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OECD FORD obor
50200 - Economics and Business
Návaznosti výsledku
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)
Ostatní
Rok uplatnění
2021
Kód důvěrnosti údajů
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Údaje specifické pro druh výsledku
Název statě ve sborníku
Innovation Management and information Technology impact on Global Economy in the Era of Pandemic
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
International Business Information Management Association (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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