Hasil untuk "Hospitality industry. Hotels, clubs, restaurants, etc. Food service"

Sanaa I. Pirani, H. Arafat

Anber AbraheemShlash Mohammad, A. Al-Ramadan, S. Mohammad et al.

Introduction: customer sentiment analysis is a vital tool for understanding consumer preferences and enhancing service quality in the food and beverage industry. Online reviews significantly influence customer decisions, making it essential for businesses to analyze sentiment trends and manage their digital reputation effectively. This study examines customer sentiment across different establishment types and digital platforms in Jordan, providing insights into sentiment patterns and their strategic implications.Method: a dataset of 384 customer reviews from various restaurants and hotels was analyzed using a rule-based sentiment classification approach. Sentiments were categorized as positive, neutral, or negative. To assess sentiment variations, an ANOVA test was conducted to compare establishment types, and a Chi-Square test was performed to examine differences across digital platforms.Results: findings indicate that luxury hotels and fine dining establishments receive more positive sentiment, while budget hotels and fast food chains experience higher negative sentiment. However, the ANOVA test showed no statistically significant sentiment differences across establishment types, suggesting that all businesses receive a mix of sentiment categories. The Chi-Square test confirmed significant sentiment differences across platforms, with TripAdvisor attracting the most positive reviews, Facebook and Google Reviews showing balanced sentiment, and Twitter experiencing the highest negative sentiment.Conclusion: these findings emphasize the importance of platform-specific digital reputation management. Businesses should strategically engage with customers on different platforms, address complaints proactively, and utilize AI-driven sentiment analysis tools to improve customer satisfaction. Future research should explore AI-based predictive analytics and sentiment monitoring for enhancing service quality in the hospitality industry.

Valsaraj PAYINI, Giridhar KAMATH, Vasanth V.P. KAMATH et al.

Purpose – With destinations facing ever-increasing challenges due to increasing tourism activities, understanding residents’ perspectives is critical for fostering a harmonious and sustainable coexistence. Therefore, this study systematically reviews the studies on residents’ attitudes toward blue tourism. Methodology/Design/Approach – Based on Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA), this study employs a TCM framework to identify, assess, and synthesize relevant literature, theories, contexts, and methods the researchers adopt.Findings – The findings revealed blue tourism’s increasing attention and significance,highlighting its growing importance in the global tourism discourse. The systematic review of 81 articles suggests that social exchange theory was the most popular and widely usedto measure residents’ attitudes. Further, findings show that 50% were conducted on islands, followed by coastal tourism (25%). Other contexts were cruise tourism (17.5), marine tourism (2.5%), boat tourism (1.25%), and seaside destination (1.25%). Quantitative research designs account for more than two-thirds of the total (80%), with qualitative papers accounting for 15% and mixed method papers for the remainder (5%).Originality of the research – This review article identifies gaps in the current literature and recommends future research directions to enhance our understanding of resident attitudes and support for blue tourism, ultimately developing a resilient and sustainable knowledge landscape.

Ігор Комарніцький, Андрій Скіданов, Роман Цикалюк

Актуальність. Сьогодні питання оновлення стратегій розвитку індустрії гостинності позиціонується як актуальне та практично важливе. Сфера потребує інноваційного бачення концептуальних основ поступу. Мета. Метою статті є аналіз ключових аспектів стратегічного управління та креативних просторів як впливових факторів розвитку підприємств індустрії гостинності. Методи. У дослідженні використано методи аналітично-синтетичні, а також систематизації, узагальнення, абстракції. Результати. Розглянуто ключові стратегії та інноваційні можливості оптимізації функціонування індустрії гостинності. З’ясовано, що інфраструктурне забезпечення позиціонується визначальним чинником ефективності діяльності у сфері туризму. Обґрунтовано, що актуальна практика управління підприємствами сфери гостинності потребує переосмислення підходів до реалізації. У дослідженні виявлено системні тенденції регенерації сталого розвитку індустрії гостинності після кризи пандемії, відповідного соціального інституційного забезпечення та уніфікації стратегічних завдань щодо перспективного розвитку на рівні локацій і регіонів. Проаналізовано вплив сучасних цифрових рішень та інформаційно-комунікаційних технологій на можливості розвитку сфери гостинності. Висновки й обговорення. У дослідженні обґрунтовано необхідність оптимізації стратегічного управління розвитком підприємств індустрії гостинності. Наголошено на важливості створення сприятливих передумов для розвитку малого бізнесу та стартапів у сфері гостинності, а також впровадження проєктів державно-приватного партнерства. Сформовано моделі розвитку туристичної діяльності на основі асиміляції концептів креативності та стратегічного управління, що потенційно можуть застосовуватись у практичній діяльності.

Nikola Májková, Marie Večeřová, Kateřina Provazník Ryglová

This study investigated the issue of food waste in the hospitality sector, with a particular focus on hotels and guesthouses. Its aim was to identify key drivers of food waste generation, evaluate current mitigation strategies, and propose actionable recommendations to support more sustainable food management. A mixed-method approach was employed: first, qualitative interviews with hospitality managers provided in-depth insights into internal practices, followed by a structured questionnaire survey conducted among members of the professional body of hotels and restaurants domain. The findings show that while most establishments reported low levels of food waste (below 10%), systematic monitoring was rare. Buffet-style service emerged as the primary contributor to waste, largely due to guest behaviour. Hospitality professionals highlighted the potential of engaging guests through educational messaging, portion control, and improved planning. A majority of the respondents expressed readiness to adopt new strategies if proven effective. The research also pointed to the importance of training staff and optimising operations to reduce waste. This study explored a research gap with regionally grounded evidence, offering a novel contribution by combining empirical data with practice-oriented solutions applicable to responsible food management in the tourism and hospitality industry. Aim: These authors aimed to identify key drivers of food waste and evaluate existing mitigation strategies in the hospitality sector. It also contributes to broader discussions on sustainability and social responsibility in tourism by offering practical recommendations for more efficient food management.

Vivian Cherono, Csaba Szűcs

Food waste in the hospitality industry is one of the major contributors to food loss and waste globally yet little attention is being paid to addressing the issue. In the European Union alone,88 million tonnes of food waste are generated annually and this figure is just a rough estimate due to insufficient and unreliable data from the region. Hungary reports persistently low levels of food waste within its hospitality sector raising questions on the accuracy of these figures. This study seeks to therefore find the reason behind the low figures to determine if its as a result of effective waste management practices or a case of underreporting. The data used in the study was retrieved from EUROSTAT 2022 reports of the restaurant and food service sector. It was used to compare Hungarian hotel waste quantities with those of other European member states to identify existing gaps in their reporting mechanisms. The findings reveal that while national campaigns promoting sustainable consumption as well as the existence of a conservative food culture, may have yielded to a decrease in food waste, disparities between policy formulation and implementation,lack of proper waste management machinery, and probability of underrreporting prevent accurate assessment. The study points out the need for robust data collection and documentation from all memeber states.A recommendation is made on the use of more consumer-friendly food waste management procedures and integration of sustainable food consumption practices into the national education curriculum.

D. I, E. Murali

Customer satisfaction is an important aspect of the hospitality industry and contributes significantly to restaurant success. Therefore, hotels or restaurants must prioritize offering high-quality services, maintaining their facilities, and ensuring their workforce and business organization are in good working order. This empirical study based on a survey of 163 customers evaluates customer satisfaction towards Kudumbashree hotels in Kerala across six dimensions: food quality, responsiveness, empathy, assurance, reliability, and tangibles. While the comparison of satisfaction levels revealed no statistically significant differences between male and female customers, the examination of age groups also showed no significant variations in satisfaction. According to the results excluding the factor responsiveness, all other factors considered namely, food quality, empathy, assurance, reliability, and tangibles are found to be significant positive predictors of satisfaction. As there has been little research into customer satisfaction in respect of small hospitality businesses, especially those run by women-run hotels this study would facilitate broadening the understanding regarding the influence of perceived quality on customer satisfaction in respect to small hospitality enterprises in general and women-run outlets in particular.

Kristina Shopova, Dimcho Shopov

The relevance of sustainability across all sectors of life is a defining feature of the 21st century, particularly in tourism, where environmental pressures and socio-economic challenges demand urgent transformation. In this context, the hospitality and restaurant industries must undergo a strategic transition toward sustainable management practices. The purpose of this study is to substantiate the necessity of implementing modern managerial approaches grounded in ecological responsibility and circular economy principles. The object of the research is the process of transitioning to sustainable hospitality and restaurant management, while the subject comprises the specific techniques and models that facilitate this transition. The central thesis posits that the successful adoption of sustainability-oriented practices in hotel and restaurant enterprises is a key driver of long-term economic viability, environmental stewardship, and socially responsible tourism development. The methodology is qualitative and conceptually descriptive, employing general scientific methods such as analysis, synthesis, comparison, and analogy. It is further enriched by an AI-assisted systematic review of academic literature and official documents from institutions such as the EU and UN Tourism, enabling the classification of transition techniques and formulation of actionable management recommendations. This process includes the analysis of leading industry benchmarks and official Best Environmental Management Practices (BEMPs), which serve as applied examples for defining operational optimization. The scientific novelty of the study lies in its integrative approach, combining macroeconomic frameworks (e.g., ESG and Triple Bottom Line) with micro-operational strategies (e.g., circular economy principles and Fourth Industrial Revolution technologies). This dual-level integration redefines sustainability not merely as a moral imperative but as a strategic economic model that enhances competitiveness, operational efficiency, and investment attractiveness. The main conclusion is that sustainable development should be embraced as a core mission of the tourism business. Enterprises that align their operations with sustainability principles demonstrate measurable success, validating the strategic and economic value of responsible hospitality and restaurant management.

O. Pozdniakov

Hospitality (including tourism, catering, hotel service etc.) is regarded as a significant branch of service industry, providing a variety of opportunities for individuals’ career development, on the one hand, and economic growth for a region or a country, on the other hand. The hospitality business in Ukraine, operating in the conditions of martial law, although it suffered significant losses, including destruction, nevertheless proved itself to be very flexible and active. However, despite the significant recreational potential, the Ukrainian market of hotel and restaurant services is significantly lower than the world market of the hospitality industry in terms of economic efficiency. In the context of traditional economic development parameters, an important strategic goal of hospitality business is to ensure sustainable development. To strengthen competitiveness and create the necessary prerequisites for the further development and efficiency of hospitality branch, measures should be taken in the direction of their innovative and technological modernization, digitalization of business processes and communication with customers, implementation of diverse projects in the field of formation of cluster structures, development of a network of service facilities.

L. Strygul, Alina Kabashna, V. Martynova et al.

The article conducts research on the implementation of innovative technologies in the hospitality sector, which are a key factor in improving the quality of services and the level of competitiveness of hospitality industry enterprises. It was found that the latest technologies provide automation of service processes, increase management efficiency, contribute to digitalization and the creation of a unique customer experience. It is innovative development that becomes the basis for the sustainable functioning of modern hotel and restaurant establishments in the conditions of global competition. An analysis of quantitative changes in Ukrainian hospitality entities is carried out, allowing a deeper assessment of the industry's readiness to introduce innovations, its adaptability to external challenges and ability to transform. It is determined that current trends in the application of innovative technologies in the hospitality sector cover a complex of innovations in the field of food, production automation, information systems, communication services and environmental safety. They are aimed at optimizing business processes, improving the level of service and forming new competitive advantages. It is determined that an important factor in development is the implementation of artificial intelligence systems. Machine learning algorithms are used to manage dynamic pricing, automatically plan hotel occupancy, or optimize menus in restaurants. The use of AI allows not only to reduce costs, but also to form a more flexible service policy. It was concluded that the latest technologies are a key factor in the development of the hospitality industry. They change approaches to organizing business processes, provide a higher level of service, form an environmentally friendly management model, and open up new prospects for individualizing service. The study showed that in the conditions of global competition and the rapid development of scientific and technological progress, only those enterprises that actively implement innovations will be able to maintain competitive positions and ensure stable development. Thus, the latest technologies are not only a tool for increasing efficiency, but also a strategic basis for the future of the hospitality industry.

U. Huzar, Andrii Kobryn, Maksym Tykhonovskyi

The theoretical aspects of the formation of marketing policy in hospitality industry establishments are analyzed. The need to apply marketing activities in the functioning of hospitality industry establishments is indicated, which is caused by changing preferences and requirements of guests to modern hospitality establishments, increased competition in the field of hotel and restaurant business, and the development of information technologies. The proposed author's definition of the marketing policy of establishments in the hospitality industry, by which the authors understand the art of managing business processes based on the main elements of the marketing complex ("5Р" concept), with the aim of creating strong communication chains between the establishment and the guest, by transforming the traditional goals of the enterprise into innovative ones that will create a demand for positive emotions obtained as a result of satisfaction with the provided food, accommodation, and recreation services. The multi-level integrated model of hotel and restaurant services has been improved. The proposed own vision of ensuring the competitiveness of hospitality industry services on the basis of product policy. The target audiences of the hotel and restaurant business establishments, which will be addressed by the events held within the framework of the implementation of the communications complex, have been identified. The practical aspects of marketing policy are analyzed using the example of the restaurant "Defilyada". The authors carried out a thorough analysis of the marketing policy of the restaurant "Defilyada", carried out a SWOT analysis and built a matrix of strategic analysis, on the basis of which specific strategic decisions were developed.

Tetiana Pshenychna

The article examines the impact of martial law on the transformation of consumer behavior in Ukraine’s hospitality industry. It identifies key factors that shape new approaches to choosing hotel and restaurant services under crisis conditions, emphasizing the shift from traditional criteria to survival and safety priorities. The study demonstrates that security considerations have become the dominant criterion in consumer decision-making: the availability of shelters, autonomous power supply systems, and the ability of enterprises to respond promptly to threats are gaining increased importance. The analysis confirms that physical safety and infrastructure resilience are no longer competitive advantages but fundamental prerequisites for business operation. It is established that martial law leads to a significant structural shift in demand, manifested in a dramatic decline in international and domestic tourist flows across most regions, accompanied by an intensive increase in segments of forced temporary accommodation (internally displaced persons (IDPs), relocated businesses, volunteers). This structural transformation requires enterprises to redirect their service standards and target audiences. It is proven that economic constraints faced by the population reinforce rational decisionmaking, with consumers prioritizing affordable price offers, promotions, and stricter requirements for the price–quality ratio. The article highlights the growing importance of stability, reputational reliability, and corporate social responsibility in shaping consumer trust and loyalty during crises. Particular attention is given to acceleration service digitalization: the rapid expansion of online booking, the development of contactless food delivery services, the use of digital channels for timely safety communication, and the shift to contactless interaction with staff. The study emphasizes the importance of the psychological dimension of consumer behavior, manifested in the pursuit of emotional comfort, safety, and a sense of support. It concludes that the impact of martial law on consumer choice is complex and multidimensional. The adaptability of business models, digital maturity, flexible pricing policies, and openness of communication have become critically important conditions for the competitiveness and survival of Ukraine’s hospitality enterprises.

K. Grigoryan

The purpose of this quantitative research was to identify the factors causing labor shortages in the hospitality industry in the post-pandemic era. Specifically, it examined the effects of work-life balance, employee compensation, government-issued unemployment benefits, and job insecurity on employees' turnover intentions. The research methodology employed in this study was a quantitative survey, with a sample size of 385 participants from the hotel, restaurant, bar industry, and food service sector. The findings indicated work-life balance, employee compensation, and job insecurity had a significant impact on employees' turnover intentions, as the null hypotheses for these factors were rejected. However, the government-issued unemployment benefits (EDD) did not show any significant impact, indicating further research is needed to gain deeper insights into the potential influence of these benefits. These findings contribute to the understanding of the challenges faced by the hospitality industry in retaining employees and highlight the importance of addressing work-life balance, compensation, and job insecurity to mitigate employee turnover.

S. Usta

The digital transformation age introduces cybersecurity threats into the hospitality industry by increasing the exposure and vulnerability of hospitality firms’ data and systems to hackers. The hospitality industry is a diverse segment of the service sector dedicated to the provision of services in areas such as accommodation, food and beverage, travel and tourism, and recreation, including hotels, restaurants, bars, travel agencies, and theme parks. Cybersecurity risks in the hospitality industry affect the data and systems of businesses such as accommodation, food, travel, and entertainment, primarily enabled by the industry’s increasing digitization. This study aims to map the principal cybersecurity risks to the main stakeholders by proposing a novel Picture Fuzzy Sets (PFSs)-based Matrix of Alliances and Conflicts: Tactics, Objectives, and Recommendations (MACTOR) approach. The purpose here is to examine each stakeholder’s position towards handling cybersecurity attacks and estimate the uncertain nature of personal judgments of industry representatives when stating their point of view. The research aimed to extract the triggering positions of the defined cybercrime risks to reach the root cause of these risks, as the point to try to mitigate first. Thus, this paper contributes to the literature in both theoretical and practical ways by proposing a new approach and by providing real industry officials’ perspectives to solve the challenges. A hospitality practitioner can easily understand their position in this service network and take action to prevent such cybercrimes.

Nurul Fatini Che Amat Manal, Nurul Ain Husnaa Che Rahami, Wan Nazriah Wan Nawawi et al.

Customer satisfaction with food and service quality in hotel restaurants is a crucial driver of repeat intentions, directly influencing guest loyalty and long-term business success in the hospitality industry. This study examines the factors that affect customer satisfaction with hotel restaurant offerings and the subsequent impact on customers' intentions to return. The researchers gathered the data for this study using a quantitative research design and customer questionnaires. A 95% response rate was collected and analyzed using SPSS software. Next, the researchers quantitatively analyzed the survey responses using statistical methods to measure customer satisfaction levels and identify key variables influencing repeat intentions. The results of this study have practical implications for hoteliers and restaurant managers looking to improve customer satisfaction and encourage repeat business. Emphasizing continuous staff training, maintaining high food safety standards, and creating a welcoming ambiance are key strategies to enhance customer experiences. Ultimately, understanding the dynamics of customer satisfaction and its direct link to repeat intention can assist hotel restaurants in building enduring guest relationships and establishing a competitive edge in the hospitality market

Manokanksha Khanal, Rupa Shrestha

The paper discusses the job satisfaction of employees in the hospitality industry, relating to star-rated hotels and high-quality restaurants in Kathmandu. In this sector, which faces long hours of work, high labor turnover, and heavy workloads, the present research study has tried to assess the satisfaction of the employees concerning the work environment, compensation, workload, benefits, job security, and professional development opportunities. Data for this descriptive quantitative research design were obtained from 144 employees from various departments, mainly food and beverage service and food production. The findings showed that workers were satisfied with their remuneration and work-life balance, as well as working conditions in general: 87.5% were adequately compensated, and more than 90% considered work in a positive light. However, a few respondents were not satisfied with how workload is managed and adequate benefits. The study concludes by stating that job satisfaction has a pivotal role in minimizing turnover of workers, improving productivity, and increasing commitment among workers, which thus gives the management a legitimate reason to make it a priority in the industry.

Ryan Joseph CALINAO, Ryan GAMOSO

The study explores the influence of vividness, content quality, and system quality in virtual reality (VR) experiences on guests’ behavioural intentions in the hotel industry in the National Capital Region. It specifically examines how these factors affect guests’ engagement and decision-making processes. Using the Partial Least Square with Hierarchical Component Model Analysis, the results highlight the importance of immersive and high-quality VR content in enhancing guest experiences and influencing their future behaviours, such as revisiting or recommending the hotels. Additionally, the study underscores the role of system quality in ensuring a seamless and engaging VR experience. The findings through the use of the mediating effect, suggest that investment in superior VR technology can be a strategic tool for hotels to differentiate themselves in a competitive market and align with evolving consumer preferences as well as the cognitive absorption of the hotel guests.

Melik Onur Güzel, Eşref Ay, Ozan Çatir

Uzungöl is a popular natural route and a major tourist attraction in Turkey, but recently overtourism has become a major problem. With the increase in the number of visitors, rapid construction, concreting and various forms of pollution have had a negative impact on the destination of Uzungöl and its environment. The aim of this study is to reveal the evidence for the existence of overtourism in Uzungöl through visitors’ reviews on online platforms and to determine in which areas overtourism is effective. In this study, which was conducted using an exploratory approach, it was observed that many visitors reviewed on overtourism in Uzungöl using TripAdvisor. These reviews were analysed using content analysis. As a result of the analysis, it was found that visitors’ reviews focused on three themes related to overtourism in Uzungöl. These are environmental, economic, and socio-cultural themes. As a result of the study, it was determined that environmental concerns are more prominent in terms of overtourism. In addition, it was understood that tourists visiting the region have a negative image in terms of overbuilding, concretisation, and unplanned urbanisation.

Yong-Taik Chun, Jung-Eun Lee

Purpose - This study aims to use it as an opportunity to examine ESG management as well as identify the structural relationship between customer orientation, sincerity, and management performance among hospitality service employee ESG management awareness. Design/Methodology/Approach - To achieve the research purpose, theoretical and empirical research were conducted in parallel. The empirical study was conducted through a survey targeting employees working at hotels, family restaurants, coffee shops, and fast food restaurants, and the results were presented. Findings - A hypothesis was established, and as a result of hypothesis testing, a significant relationship was formed between ESG management awareness and customer-oriented behavior. The relationship between ESG management awareness and sincerity formed a significant relationship, and the relationship between customer orientation and management performance formed a significant relationship. A significant relationship was also formed between authenticity and management performance. Research Implications - Since the hospitality service industry is based on human resources, the role of employees as the foundation is important because it goes beyond customer satisfaction and creates customer return visits. Therefore, changes in job performance, including changes in the roles and abilities of employees, are important. There must be changes in the systems and environmental characteristics inside and outside the company. Moreover, it is believed that the high performance that employees are responsible for and the corporate environment have a significant relationship with management performance, and further influence each individual to take initiative in innovative behavior.

Patranit Srijuntrapun, Patinya Sukwong

Food waste from the hotel sector is a significant contributor to the overall volume of food waste, particularly in restaurants and food services through various processes. However, precise data on food waste generated by the hotel industry is lacking. This study aims to quantify and characterize the food waste generated during the preparation and serving processes in hotel catering, with the goal of finding efficient solutions to reduce food waste that are appropriate for the hotel and catering sectors. The study presents novel findings that among the different types of catering, dinner-style buffets (DB) generate the highest amount of food waste, accounting for an average of 96.28% of the total waste. In contrast, gourmet finger food catering (GF) is the most efficient, producing the least amount of food waste. Food waste from hotel catering has potential for biomass production, with the average moisture content ranging from 48.86% to 54.93%. The calorific value of the food waste samples averaged 16.99±4.73 MJ kg-1, indicating its potential as an alternative energy source. Additionally, nutrient analysis revealed nitrogen, phosphorus, and potassium concentrations of 11.37%, 0.41%, and 0.58%, respectively. The C/N ratio was low at 5.62±0.89, suggesting a high nitrogen content. To optimize composting, carbon-rich materials like leaf litter are required. By implementing these guidelines, hotels can not only minimize their environmental footprint but also enhance operational efficiency, bolster long-term sustainability, and establish themselves as leaders in responsible waste management within the hospitality industry.