Impact of National Measures Connected to Covid-19 Pandemic on the Hotel Front-Office Communication Themes

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F25619161%3A_____%2F21%3AN0000057" target="_blank" >RIV/25619161:_____/21:N0000057 - isvavai.cz</a>

Nalezeny alternativní kódy

RIV/25619161:_____/21:N0000022

Výsledek na webu

<a href="https://ibimapublishing.com/articles/IBIMABR/2021/823718/" target="_blank" >https://ibimapublishing.com/articles/IBIMABR/2021/823718/</a>

DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

Impact of National Measures Connected to Covid-19 Pandemic on the Hotel Front-Office Communication Themes

Popis výsledku v původním jazyce

The Covid-19 pandemic caused several changes in business operations, and influenced several processes in the hospitality industry and other economic sectors. Previous research was mainly focused on analyzing previous pandemics and creating recovery plans and strategies. The majority do not consider the shift in customer behaviour and the need for better employee training, connected to this behaviour shift, or the loss of highly skilled employees. This study focuses on the topics and themes of communication between clients and the hotel front office after the application of national and international measures of local bodies. Purposive sampling and in-depth interviews with 59 front-office managers, HR managers, and operations managers in Prague were conducted, emphasising the scope of this article. The findings of the research show the shift in the themes of communication and their quantity, as the employees were primarily handling the cancellation requests, stay moves or reimbursements and information sharing via phone or email. Regarding the soft skills development and perception, 75% of the respondents stated that soft skills are an integral part of employment, only 12% strengthened the skills of the employees by proper training during the pandemic, and less than 40% are planning to develop these skills in the future, as their main obstacle towards that now is the lack of finance.

Název v anglickém jazyce

Impact of National Measures Connected to Covid-19 Pandemic on the Hotel Front-Office Communication Themes

Popis výsledku anglicky

The Covid-19 pandemic caused several changes in business operations, and influenced several processes in the hospitality industry and other economic sectors. Previous research was mainly focused on analyzing previous pandemics and creating recovery plans and strategies. The majority do not consider the shift in customer behaviour and the need for better employee training, connected to this behaviour shift, or the loss of highly skilled employees. This study focuses on the topics and themes of communication between clients and the hotel front office after the application of national and international measures of local bodies. Purposive sampling and in-depth interviews with 59 front-office managers, HR managers, and operations managers in Prague were conducted, emphasising the scope of this article. The findings of the research show the shift in the themes of communication and their quantity, as the employees were primarily handling the cancellation requests, stay moves or reimbursements and information sharing via phone or email. Regarding the soft skills development and perception, 75% of the respondents stated that soft skills are an integral part of employment, only 12% strengthened the skills of the employees by proper training during the pandemic, and less than 40% are planning to develop these skills in the future, as their main obstacle towards that now is the lack of finance.

Druh

J_SC - Článek v periodiku v databázi SCOPUS

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 periodika

IBIMA Business Review

ISSN

1947-3788

e-ISSN

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Svazek periodika

2021

Číslo periodika v rámci svazku

1

Stát vydavatele periodika

US - Spojené státy americké

Počet stran výsledku

10

Strana od-do

ID 823718

Kód UT WoS článku

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EID výsledku v databázi Scopus

2-s2.0-85116912913