酒店员工培训工作存在的问题及对策研究

超过75%的员工认为酒店培训对职业发展有帮助。88%的员工称管理者会明确告知工作任务，86%认可“任务过程中管理者的鼓励、指导与沟通”；近80%的员工认为自身评估与管理者评估 ...

这表明，该模型具备一定水平的显著性。因而可以得到以下结论，对酒店实习生工作满意度具有高影响度的为以下四个相干因素：薪资待遇、领导能力、培训机会以及人际关系。

汉庭的员工流动率高达25% (而行业平均水平为18%)，再加上培训力度短缺，造成服务技能表现出高低不一的状况，在高峰期客户的等待时间比行业平均水平多出了15分钟，投诉率也明显 ...

饭店为员工提供有效的职业管理活动，有利于提高其职业满意度。其中职业考评对员工的职业满意度影响最大，职业发展次之，职业培训对其影响最小。此外，饭店的职业生涯 ...

加强员工服务培训，提高沟通技巧. 酒店一线员工是对客服务的直接提供者，他们对个性化服务理念的理解程度以及综合服务水平的高低将直接影响宾客对个性化服务的满意程度。

研究结果表明，内部服务质量对企业绩效的影响主要来源于内部服务质量中的培训教育质量、业务支持质量和薪酬激励质量；内部服务质量通过员工满意影响顾客满意，从而影响企业 ...

同时,为进一步提升大湘西地区酒店员工的专业技能和服务质量,酒店要加强员工在客户服务技巧,沟通与协作能力,文化礼仪等方面的培训,使员工对行业标准和职业素养有深刻理解,为 ...

Airbnb的员工培训有两种形式，一种是线下组织房主进行学习，由专业的培训师做一些酒店管理、服务类、人际沟通等培训，以增强房客体验感，另一种是在网站上发布视频，房 ...

... 员工的数据安全意识培训,提高员工对数据安全重要性的认识.雅高酒店集团定期组织员工参加数据安全培训课程,通过案例分析,角色扮演等方式,让员工深刻认识到数据安全事故 ...

本研究从酒店管理专业实践教学出发，基于世界技能大赛构建酒店接待技能培训效果评价指标体系，为提高我国酒店管理专业实践教学质量提供一定的理论指导并对酒店教育培训 ...

本文旨在以协同理论为基础,探讨构建长三角一体化文旅融合培训机制,以培养高素质文旅人才并促进区域协同发展.此机制包括资源整合,校地协同,校企协同,校校协同,培训实施以及 ...

政府可出台专项激励政策,将餐饮数字培训纳入补贴范围,引导院校参与研究,共同制定政策.行业协会应牵头制定行业数字素养标准,并组织技能大赛,推广最佳实践.餐饮企业是主体 ...

一方面要加强人才的自我造血机制,加大培训力度,始终把员工培训放在企业发展战略的高度来对待,建立考核机制,建立长效激励机制,包括荣誉激励,物质激励,参与企业民主管理 ...

目前,大多数高等职业教育旅游类基本都是旅游管理,酒店管理,导游,涉外服务导游,景区综合开发运营与投资管理,旅行社经营与管理,会展经营与管理等七个专业[2] ,并且各学校旅游 ...

将青年教师送往知名餐饮、酒店公司完成轮岗、培训，参与餐饮、酒店一线管理、研发、检验等工作，并制定严格的考核标准，考核通过才能安排教学岗位与课程。青年教师本身 ...

The hotel industry is one of the fastest-growing and most dynamic sectors of the economy, characterized by high labor intensity. This means that employees in this field must possess a high level of professionalism and competence to ensure quality guest service. However, despite the importance of education and qualifications, the hospitality industry faces serious challenges in terms of personnel potential, which is a relevant issue even for Russian hotels. Training plays a key role in shaping the professional skills and knowledge of employees necessary for the effective performance of their duties. Effective training methods can significantly increase staff productivity and improve service quality, thereby contributing to the competitiveness of hotel enterprises. This study offers a set of recommendations to managers, entrepreneurs, and policymakers in the hotel industry aimed at optimizing staff training processes and enhancing the efficiency of hotel businesses in Russia.

This research aims to analyze the implementation of the Green Hotel concept at New Sunari Lovina Beach Resort, Bali, and its impact on staff environmental awareness. Using qualitative descriptive methods, this research explores the practices implemented by efforts and eliminates factors influencing success and challenges in their implementation. This research shows that New Sunari Lovina Beach Resort has successfully integrated eco-friendly-friendly initiatives that increase environmental awareness among staff and optimize overall hotel operations. Practices such as energy efficiency, effective waste management, and ecological education for staff have been shown to play an essential role in promoting mortality. However, this research also identified challenges, including limited resources, the need for more comprehensive training, and difficulties in quantitatively measuring environmental impacts. Based on this analysis, the study recommends increasing investment in green technologies, developing more in-depth ecological training programs, and implementing more robust effectiveness measurement methods. The conclusion of this research is the commitment of New Sunari Lovina to maintaining tourism sustainability, including energy savings, effective waste management, and environmental education programs.

The integration of foreign interns in the Japanese hospitality industry, particularly in housekeeping operations, presents various challenges and opportunities. This study examines the adaptation process of foreign interns at Grand Prince Hotel Osaka Bay, focusing on language barriers, cultural differences, and operational efficiency. Using a qualitative approach, data was collected through observations and interviews with foreign interns and hotel staff. The findings indicate that language barriers and cultural adaptation significantly impact the performance of foreign interns. However, structured training programs, mentorship initiatives, and technological interventions have proven to enhance their integration. While global housekeeping standards align with Japanese hospitality practices, discrepancies in service responsiveness during peak seasons highlight the need for resource optimization. The study underscores the necessity of balancing rigorous housekeeping standards with flexible adaptation programs to accommodate international staff. Future research should explore long-term adaptation strategies and examine cross-cultural workforce integration in multiple hospitality settings to provide broader insights into effective global workforce management.

The article explores the specifics of quality service management in the hotel and restaurant industry in Ukraine under martial law. The main theoretical foundations of the concept of quality, key standards, and management models are analyzed, considering their adaptation to the current crisis conditions. Attention is given to the main challenges arising from the war: staff shortages, reduced resource availability, logistical difficulties, increased emotional strain on employees, and changes in customer demands. Special focus is placed on analyzing practical approaches to ensuring quality, such as the use of digital technologies, internal staff training, service standardization, and effective communication. The role of modern business presentation technologies as a tool for management communication, increasing customer awareness, and demonstrating service standards is considered. Practical recommendations for the transformation of quality management in the post-war period are outlined.

Abstract: This study is aimed to find out the issues and challenges which were faced by student trainees during their hotel industrial training. While they will also do training and internships as part of their educational experience — these experiences also come with a lot of challenges that can affect their learning outcomes and personal growth. Methods: Mix-method study where surveys and interviews were conducted with student trainees and hotel management staff and their coordinators to identify what are the major challenges facing them during this training. No supervision and mentorship, the communication gap, unachievable workload, Cultural issues and work-life balance were some of the principal issues identified as the key findings of the study. They laid discovered these challenges were detrimental to academic success, personal development, and prospects in future employment. The emotional and psychological burden of such issues on trainees was also highlighted by the study. This study presents recommendations for educational institutions, hotel industry professionals, and students on enhancing mentorship and effective workload management and communication. By tackling these issues, we can raise the quality of industrial training, help students perform better and produce a more competent and confident workforce for the hotel industry

The article is dedicated to exploring contemporary trends in the training of specialists in the field of Hotel and Restaurant Management as a factor in enhancing the industry's competitiveness. The growth of international tourism and the development of global communication technologies open up new opportunities for hotels and restaurants, but at the same time, pose new challenges. Therefore, the tourism and hospitality sector demands new skills and knowledge from professionals in hotel and restaurant management. The implementation of innovative technologies is the future for the development of any business and requires professionals to possess not only technical skills but also flexibility and adaptability. Modern guests expect more than just comfortable accommodation or tasty food. They want to receive services from staff who can create a unique experience for them, taking into account their individual needs and desires. Professionals in hotel and restaurant management must be adequately trained to work with clients of different types, including empathy, communication, and conflict resolution skills. The ongoing military actions in Ukraine significantly impact the current trends in the training of specialists in Hotel and Restaurant Management. Firstly, there's a change or decrease in tourist flows to the country and certain regions. This significantly affects the demand for hotel and restaurant services, which in turn will require adaptation from domestic hotel and restaurant businesses and demand knowledge in crisis management from professionals in hotel and restaurant management. Despite everything, the hospitality sector remains attractive for investment because it is the industry that most actively responds to changes in society, the economy, the social sphere, and to some extent reflects the prosperity of the population. Overall, understanding and considering contemporary trends in the training of professionals will remain an important element in achieving success in this field, as well as enabling increased competitiveness, economic efficiency, and contributing to the recovery of the industry in the future.

The purpose of the study is to identify the transformations of working conditions and requirements for hotel staff based on an analysis of current trends in the development of the hotel business and changes in consumer preferences. The methodological basis of the study was the works of Russian scientists and practitioners in the field of hotel services and tourism, as well as on the topic of the peculiarities of the functioning of the domestic hotel business in modern conditions. The subject of the study is the economic relations that arise in the process of functioning of enterprises in the hotel industry, considering current trends and prospects for their development. The article identifies the following main and new challenges facing the hospitality industry as a result of the consequences of the pandemic and the current realities of the international situation: to ensure the widespread digitalization of technological processes and services offered; to pay attention to issues of respect for nature (greening activities); to introduce new types of accommodation means into the practice of domestic business, to take into account changes in consumer requirements and preferences. Based on the analysis of such customer preferences, a conclusion is made about their diversity and inconsistency. It was found that hotel companies are forced to change along with tourists, adapting to their requests and requirements. The development of tourism and hospitality in the digital economy also implies qualitative changes in the training and hiring of personnel. It was revealed that further digitalization, the use of modern software and the use of artificial intelligence in the hotel business will lead to a decrease in routine work in hotels, a reduction in employees and at the same time to the need to improve their qualification level. It is shown that it is advisable to make the choice of optimal software in order to increase the productivity of a hotel enterprise based on the involvement of specialists. Consulting analysts will help to choose from a variety of applications for the hotel business exactly those that will improve the efficiency of a particular customer hotel.

This study investigates the role of sustainable green practices in hotel operations, focusing on waste reduction and energy conservation in the Kumasi Metropolis. The research employed a mixed-method approach, using questionnaires administered to 100 hotel staff and managers. Findings revealed that the most widely implemented waste reduction strategies included waste segregation (RII = 0.78) and food waste minimization (RII = 0.76), while composting (RII = 0.56) and structured staff training (RII = 0.66) were weakly adopted. On energy conservation, LED lighting (RII = 0.84), equipment maintenance (RII = 0.80), and guest awareness campaigns (RII = 0.78) were the most effective practices, whereas renewable energy adoption remained low (RII = 0.56) due to high costs and lack of incentives. The study also established that green practices contribute significantly to cost savings and improved reputation among eco-conscious guests. However, challenges such as high initial investment, limited staff training, and policy gaps hinder widespread adoption. The research concludes that sustainable green practices are achievable and beneficial if supported by stronger managerial commitment, government incentives, and stakeholder collaboration. Recommendations include integrating sustainability into hotel policies, enhancing staff capacity-building, and providing government subsidies for renewable energy adoption.

This study explores the room arrangement (layout) of banquet events at the Mercure Hotel Makassar,focusing on two main aspects: (1) the availability of banquet equipment and (2) the procedures forarranging banquet rooms. Using qualitative methods, data were collected through observations,interviews, informants, and literature studies. Informants include the FB Manager, FBS Supervisor,Waiter/Waitress, and hotel guests. The results indicate that the hotel faces challenges in equipmentavailability, such as a lack of round tables and dining utensils, affecting guest satisfaction. The currentprocedures involve regular briefings, monitoring, and reviews to ensure compliance with guestexpectations. However, limitations in equipment often lead to layout adjustments that compromise comfortand aesthetics. The study concludes that structured inventory management, clear communication, andcontinuous staff training are crucial to improving banquet room arrangements and enhancing guestexperiences

From Waste to Value: Leveraging Leftover Food into Traditional Snacks at Gallery Prawirotaman Hotel. The hospitality industry plays a vital role in the tourism sector, not only by providing accommodation but also by providing food and beverage services. One of the most pressing challenges in hotel kitchen operations is the large volume of food waste, particularly from buffet breakfasts. This study explores the utilization of leftover food in traditional snacks at the Gallery Prawirotaman Hotel, Yogyakarta. A descriptive qualitative method was employed using observation, in-depth interviews, documentation, and literature review as data collection techniques. The findings reveal that the hotel has implemented Standard Operating Procedures (SOPs) for storing, reprocessing, and repurposing leftover food into products such as talam ubi, carang gesing, bread pudding, and gandasturi. However, the challenges include limited storage space, lack of staff training, and insufficient creativity in developing new menus. To address these issues, the hotel has strengthened staff training, developed written guidelines, and provided innovation spaces. These initiatives highlight the hotel’s commitment to reducing food waste, while creating added value through traditional culinary innovations rooted in local wisdom.

This study aims to analyze the implementation of human resources (HR) strategies at Aston Tanjungpinang Hotel. The method used was a qualitative approach with case studies and phenomenology, involving in-depth interviews with hotel managers and staff. Data was collected through purposive sampling, focusing on employee experiences related to training, career development, and performance management. The results showed that Hotel Aston implemented a comprehensive HR strategy, including competency-based recruitment, continuous training, and a good employee maintenance system. Nonetheless, challenges such as high employee turnover rates and competition from other industries remain a concern. This research concludes that effective HR management not only improves service quality, but also contributes to the long-term success of the hotel.

In the hospitality industry, hotel information systems are predominantly operated in English, posing linguistic challenges for staff with limited English proficiency. This study aims to analyze the English comprehension ability of employees at Hotel Griya Sintesa Muara Enim, particularly in understanding English-based hotel information systems. Using a quantitative descriptive approach, data were collected through a written vocabulary test (comprising 20 multiple-choice and matching items), semi-structured interviews, and documentation from 30 front-office and operational staff members. Descriptive statistical analysis revealed an average correct-response rate of 69.2% (mean score = 70.5), placing overall comprehension in the “Paham” (Understand) category. While most employees could operate the system functionally, difficulties persisted with technical terms such as PMS, interface, database error, and backup file. Key contributing factors include limited prior English training, infrequent exposure to technical vocabulary, and reliance on peer assistance. The findings suggest that staff's functional English proficiency is sufficient for daily operations but requires targeted support to enhance accuracy and confidence. Recommendations include implementing English for Hospitality Systems training, developing an in-house English terminology glossary, and establishing an internal mentoring program. This study underscores the importance of integrating language support into hospitality technology adoption to ensure operational efficiency and service quality.

Efficient financial management is crucial for the operational sustainability of hotels, including in terms of revenue. Front One Budget Hotel Malang faces challenges in its revenue accounting system, which has not been optimized. This community service activity aims to develop and optimize the revenue accounting system to support financial management efficiency and managerial decision-making. The method used is Community Development, where the service team collaborates with the hotel management to analyze and design a more effective system. Training and mentoring are provided to staff to implement the new system. The results of the activity show improvements in revenue recording accuracy, financial process efficiency, and more accurate data-driven decision-making. The hotel’s financial management becomes more transparent and effective, having a positive impact on the hotel's managerial performance.

This research aims to analyze the implementation of the First In First Out (FIFO) system in managing raw material inventory in the kitchen of Hotel R-GINA Pemalang. The research method used is qualitative, focusing on direct observation, in-depth interviews, and document analysis related to the inventory management process. Although the FIFO system has been widely studied in the context of manufacturing and supply chains in general, this research provides new insights into its application in a hotel kitchen operational environment. The research results show that the implementation of the FIFO system in the kitchen of Hotel R-GINA Pemalang has helped improve the efficiency of raw material usage and reduce the risk of spoilage or expiration. However, several challenges were found in its implementation, such as limited storage space and the need for staff training. The conclusion of this research emphasizes the importance of the FIFO system in raw material inventory management in the hospitality industry. The proposed recommendations include improving storage infrastructure, developing a digital recording system, and ongoing training programs for kitchen staff.

This study investigates the impact of green certification on customer satisfaction, with a focus on the mediating role of perceived hotel quality. A quantitative research approach and correlational design were employed, surveying 256 respondents from hotels within the Tamale Metropolis. The findings reveal that green certification has a significant positive influence on both service quality and customer satisfaction, confirming that environmentally sustainable practices improve overall guest experiences. Moreover, the study highlights that service quality mediates the relationship between green certification and customer satisfaction, suggesting that hotels with green certification benefit from enhanced perceived quality, which in turn leads to higher guest satisfaction. Several challenges were identified that hinder the sustainability of green certification in hotels, including high implementation costs, lack of staff training, inconsistent government policies, and limited customer awareness and demand. These barriers suggest the need for strategic interventions, such as financial support, improved staff training programs, and enhanced customer engagement with sustainability efforts. The study concludes that while green certification plays a vital role in boosting service quality and customer satisfaction, addressing these challenges is critical for the long-term success and sustainability of green-certified hotels.

Kyriad Hotel Arra Cepu is a star-rated hotel located in Blora Regency that plays an important role in supporting tourism activities, business travel, and the development of the local hospitality industry. Despite its strategic position, initial observations and discussions with hotel management revealed several challenges related to service quality, which has not yet fully aligned with current hospitality industry standards. These challenges include limited continuous staff training, inconsistencies between employee competencies and established standard operating procedures, and insufficient professional communication skills. In response, a community service program was developed in the form of competency-based training specifically tailored to the needs of Kyriad Hotel Arra Cepu. The program aims to enhance human resource quality through structured and intensive training aligned with the Indonesian National Work Competency Standards in the hospitality sector, covering Front Office, Housekeeping, Food and Beverage Products, and Food and Beverage Service. The training was implemented using a participatory and hands-on approach supported by ongoing coaching. Training materials included hotel hygiene and sanitation, excellent service practices, telephone operator etiquette, and basic English communication. This program provides direct benefits by improving employee competence, professionalism, and guest satisfaction, while also supporting the implementation of the Tri Dharma of Higher Education and strengthening collaboration between academia and the hotel industry. The expected outcomes include improved staff skills, higher service quality, and a replicable training model for similar hotels.

This study aims to develop a strategic plan for Information Systems and Information Technology (IS/IT) at KR Hotel Palembang by applying the Ward and Peppard methodology. The analysis began with external environment assessment using the PEST framework and internal analysis through the MOST method and Value Chain model. The results were synthesized into a SWOT analysis to identify the organization's strengths, weaknesses, opportunities, and threats. From this, Critical Success Factors (CSF) were formulated to guide the determination of key information system needs. Application portfolio mapping was then conducted using the McFarlan Strategic Grid to classify systems based on their strategic impact. Findings indicate that KR Hotel has strong potential in leveraging digital technologies but faces challenges such as the absence of integrated systems across departments and limited IT training for staff. To address these issues, an integrated system named ZKBiolock was proposed, encompassing modules such as hotel management, financial management, customer relationship management (CRM), human resource training systems, digital promotion, and internal network monitoring and control. This strategic plan is supported by a comprehensive database design, network topology, human resource and infrastructure analysis, investment budgeting, and Return on Investment (ROI) evaluation. The proposed strategy aims to enhance the efficiency and effectiveness of the hotel's operational management.

The rapid expansion of halal tourism has intensified the need for structured halal procurement in the hospitality industry. However, hotels face significant challenges in maintaining halal compliance due to limited supplier availability, regulatory inconsistencies, financial constraints, and knowledge gaps. This study examines these challenges and proposes strategic solutions for halal procurement efficiency. The findings highlight that hotels in non-Muslim-majority regions struggle with supply chain disruptions caused by a lack of certified halal suppliers and high certification costs. Additionally, inconsistent global halal regulations make standardization difficult for multinational hotel chains, while limited staff training further complicates compliance. This study recommends expanding supplier networks through international partnerships, implementing structured halal training programs, and introducing financial support mechanisms such as tax incentives and certification subsidies to address these barriers. Furthermore, harmonizing global halal certification standards through mutual recognition agreements (MRAs) can enhance regulatory consistency and supply chain transparency. The conceptual framework developed in this study illustrates how halal regulations, consumer preferences, and sustainability considerations drive halal procurement strategies, emphasizing the need for collaborative efforts among hotel operators, policymakers, and certification authorities. Strengthening halal procurement practices will improve consumer trust, operational efficiency, and the competitiveness of halal-certified hotels, positioning the hospitality industry as a key player in the global halal tourism market.

This study analyzes the implementation of Total Quality Management (TQM) in the operational management of Hotel Ramayana Situbondo. The hotel requires a management system focused on quality to achieve the desired level of service quality and customer satisfaction, which is the implementation of TQM. The purpose of the study is to describe and analyze the implementation of TQM in the operational management of Hotel Ramayana Situbondo. The research method used is qualitative research with domain analysis and taxonomy analysis techniques. Data were collected through interviews, field observations, and documentation. Hotel Ramayana Situbondo implements TQM by prioritizing customers, respecting individuals, adopting a fact-based approach, and pursuing continuous improvement. However, there are challenges in implementing the fact-based approach, leading to less optimal managerial decisions. Other challenges in pursuing continuous improvement include updating facilities, limited staff numbers, and the absence of employee training programs. The hotel needs to update its resources as part of continuous improvement efforts to achieve higher service quality and significantly enhance customer satisfaction.

The aim of this study is to gain a better understanding of the role of Order Taker in improving the quality of Housekeeping services at the Renaissance Hotel & Resort Okinawa. In addition, the study also tries to identify problems faced by staff and ways to address them. Methods: This research is designed as descriptive qualitative research. Data is collected through interviews, observations, and literary studies. The result of this research is that Order Taker helps improve the quality of Housekeeping services by receiving and processing guest requests in a timely and efficient manner. Handle guest complaints in a friendly and professional manner. Give me a polite and friendly service. Create a positive relationship with the guests. Using technology to be more efficient. Maintain the comfort and hygiene of the guest room. Obstacles: Order Taker faces many challenges, including high work pressure, lack of technological support, mismatch with Housekeeping staff, and lack of training and motivation. Strategy: To overcome this problem, you can use technology, manage workloads, and improve communication. Team coordination, training, and incentives.

The hospitality sector in West Java, particularly boutique hotels, faces ongoing challenges in sustaining employee satisfaction and service quality in an increasingly competitive environment. This study explores the relationship between training effectiveness, perceived organizational support (POS), and service job satisfaction, with employee tenure as a moderating variable. Data were collected from 120 front-line hotel staff and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings indicate that training effectiveness positively influences both POS and job satisfaction, with POS mediating the relationship. Employee tenure moderates these effects, suggesting that satisfaction outcomes vary across different career stages. The study contributes to the Social Exchange Theory by integrating tenure as a conditional factor that shapes the dynamics of training and support in service-oriented organizations.

Food waste remains a significant global challenge, leading to profound environmental and economic consequences. This study explores food waste levels in hotel establishments and evaluates the impact of the Food Friendly Orange Flag initiative in promoting sustainable practices. Employing a qualitative research approach, the study conducted semi-structured interviews with 20 head chefs from hotels located in the Aegean region of Türkiye, selected to represent a range of hotel sizes and operational scales. The data were analyzed using thematic analysis to identify prevalent patterns and challenges related to food waste management. The findings reveal a high level of awareness among hotel staff regarding the Orange Flag initiative, with many establishments expressing intentions to adopt its guidelines. However, the study identifies key obstacles, including excessive guest food consumption, insufficient portion control, and inefficiencies within the supply chain that exacerbate food waste. Furthermore, gaps in staff training and inconsistent waste monitoring practices were highlighted as areas requiring improvement. The study concludes that structured interventions such as enhanced staff education, improved portion management strategies, and active guest engagement—are essential for reducing food waste in the tourism sector. It also underscores the importance of initiatives like the Food Friendly Orange Flag in fostering sustainable practices, which contribute to both environmental conservation and economic efficiency in hotel operations.

This preliminary review explores the barriers and enablers of circular economy (CE) adoption within the Malaysian hotel sector. Through qualitative interviews with three key stakeholders — two hotel environmental managers and the executive director of the National Hotel Association — the study identifies four major barriers: operational challenges, regulatory and policy constraints, stakeholder resistance, and staff training needs. These challenges underscore the complexity of integrating CE principles into a resource-intensive industry. On the other hand, the review highlights critical enablers, including strong leadership and vision, collaboration between industry and government, guest engagement, and staff engagement through comprehensive training. Operational barriers arise from fragmented communication and reliance on external expertise, while policy misalignments and inconsistent enforcement hinder compliance. Stakeholder resistance is often driven by misconceptions about sustainability costs, emphasizing the need for targeted education and engagement. Enablers such as leadership, strategic partnerships, and guest-centric sustainability initiatives are instrumental in overcoming these obstacles. The findings provide valuable insights into the multifaceted dynamics influencing CE adoption and underscore the need for holistic strategies to foster sustainable transformation in the hotel sector.

This study examined revenue management practices, their effectiveness in optimizing revenue streams, the impact of emerging technologies, and the challenges faced by hotels in the Cape Coast Metropolis. Through qualitative interviews with ten hotel managers, key insights were uncovered regarding dynamic pricing, inventory control, market segmentation, and targeted promotions. For instance, hotels adjust room rates based on real-time demand, increasing prices during peak seasons and offering discounts in low-demand periods. Targeted promotions, such as corporate travel packages and repeat guest discounts, were also common strategies to enhance customer retention. Despite these strategies, challenges persist, including fluctuating market demand, ensuring rate parity across distribution channels, and internal limitations such as inadequate staff training and resource constraints. Managers reported difficulties in maintaining consistent pricing across online travel agencies (OTAs) and direct booking platforms, which sometimes led to booking leakages and customer dissatisfaction. Additionally, balancing revenue optimization with guest satisfaction remained a key concern. The integration of emerging technologies, such as AI-driven pricing models, predictive analytics, and automated revenue management systems, has provided hotels with a competitive edge. Some hotels have adopted AI-powered forecasting tools to predict demand, enabling optimal pricing decisions, while others utilize automated revenue management software to dynamically adjust inventory distribution. The study recommends that hotels invest in sophisticated revenue management software and advanced analytics tools to improve forecasting accuracy. Continuous staff training in data interpretation, market research, and AI applications should also be prioritized to enhance decision-making and optimize revenue management strategies.

This study investigates the influence of cultural intelligence on front office service delivery in five-star hotels in India, within the context of an increasingly diverse and globalised luxury hospitality sector. As front office personnel are the first point of contact for international guests, their ability to engage effectively in cross-cultural interactions is essential for delivering exceptional service. Cultural intelligence is identified as a critical factor that enhances guest satisfaction, improves employee motivation and job performance, and contributes to operational efficiency. The research is analysis by specific objectives: to analyse the relationship between cultural intelligence & guest satisfaction; to identify key challenges faced by front office staff in managing culturally diverse guest expectations; to assess the effectiveness of cultural intelligence training in hotel operations; to evaluate its impact on employee engagement and service performance; and to propose strategic interventions for enhancing cultural intelligence in five-star hotel settings. Using a comprehensive review of secondary literature, the study finds that culturally intelligent employees demonstrate greater adaptability, stronger conflict resolution capabilities, and more personalised guest engagement. Despite its benefits, cultural intelligence training in Indian hospitality is hindered by cost, reluctance, and turnover. In response, the study recommends integrating cultural intelligence into recruitment, training, & professional development processes. It also advocates for the use of experiential learning techniques & cross-cultural mentorship programs. These findings contribute to both academic inquiry and industry application, reinforcing the importance of cultural intelligence as a strategic tool for achieving sustained excellence in service delivery & enhancing competitive positioning in the hospitality sector.

This study utilized a mixed method research design to evaluate the readiness of hospitality industries in Sorsogon City for halal tourism. Hotel owners, managers, and staff from 14 DOT-accredited establishments served as primary respondents. The research assessed the hospitality industry’s preparedness to cater to the growing Muslim tourist market. It examined stakeholders’ awareness of halal principles, focusing on food, amenities, and facilities. Challenges and strategies for halal tourism adoption were also explored. Findings revealed a fair level of readiness among hotel owners in providing halal food and alcohol- free environments, but a lower capacity to offer diverse halal amenities and facilities. Hotel staff demonstrated fair readiness in accommodating Muslim guests. Key challenges included infrastructure limitations, staff training needs, and operational complexities. Based on these findings, an action plan for promoting halal tourism in Sorsogon City was developed. This study contributes to fostering inclusivity and cultural diversity within the Philippine tourism industry.

Microsoft Excel and Realta Global System (RGS) are essential tools in financial management and inventory control within the hospitality industry. This KKN (community service) report focuses on these tools' application at Qunci Villas Hotel in Lombok, aiming to improve operational efficiency. The topic was chosen due to the critical role of accurate financial and inventory management in ensuring smooth hotel operations and customer satisfaction. The study employed the Participatory Action Research (PAR) method, which involved active participation from the hotel's staff and management in identifying issues, developing solutions, and evaluating outcomes. Through detailed observations and interviews, the project identified key challenges in the processes of recording Store Requisitions (SR), creating Purchase Orders (PO), and receiving goods. The findings highlighted the need for enhanced training on Excel and RGS usage, better system integration, and improved data management practices. Implementing these recommendations is expected to lead to more accurate data entry, better decision-making, and increased overall efficiency. The results underscore the importance of leveraging technology in financial and inventory management and provide a practical framework for other hotels aiming to optimize their operations. This study demonstrates that participatory approaches can significantly improve organizational processes and employee engagement.

In the interdisciplinary co-operation of experts in the fields of technology, hospitality, and pedagogy, a 3D training module was created, which simulates the environment of a hotel reception. Key elements of communication between hotel staff and various types of guests were identified, and variant scenarios of communication situations were prepared. Scenarios are based on the principles of effective simulation. The methodology of training communication skills of hotel employees using virtual reality tools was compiled on the basis of foreign research in the field of using virtual reality in training processes. The tool is a pilot test in teaching tourism workers, specifically for the development of their communication skills in dealing with clients. The paper presents, in detail, a model of virtual reception and methodology of communication skills training, which was verified on students who are preparing to work in tourism, as well as on hotel staff with experience.

: With the advent of the digital economy, the competition between small and medium-sized enterprises in China is becoming more and more fierce, and it is particularly important to do a good job in the management of enterprise staff training programs. This article takes jinjiang Baolong hotel staff training project management as an example, on the basis of analyzing the specific situation of staff training, according to the beginning, planning, control and end of the training program, analyze the staff training project management process, operation principles, methods and process, provide a series of practical project management and training management tools, promote staff training management through project management, help the hotel industry effectively allocate training resources, improve the level of staff training and management, make training more targeted and effective, to provide strong human resources guarantee for the long-term development of the hotel industry.

This research study investigates the critical workforce challenges faced by the tourism and hospitality industry in Gilgit-Baltistan. The primary objectives are to examine the skill gaps within the existing workforce, explore the strategies adopted by the sector to meet workforce requirements and examine the effectiveness of current training programs offered by GB's training institutes in addressing these skill deficiencies. This study aims to provide actionable insights for enhancing the workforce capabilities of Gilgit-Baltistan’s tourism and hospitality sector through a comprehensive analysis of workforce capabilities, recruitment practices, and training programs offered by various institutes. Initial findings indicate significant skill gaps obstructing the industry’s performance and growth, varied and often short-term strategies for workforce fulfillment, and training programs that require significant improvements to meet industry needs. These findings are expected to lay the foundation for a comprehensive survey aimed at generalizing results and offering detailed recommendations to develop a more skilled and effective workforce, ultimately supporting the sustainable growth of GB's vital tourism and hospitality industry.

This study rigorously explores the intricate expectations guests hold regarding the quality of services provided by guesthouses within the Sunyani Municipality of Ghana. Guesthouses play a vital role in Ghana's tourism sector, offering an affordable alternative to larger hotels. However, they frequently encounter significant challenges, including inconsistent service quality, inadequate infrastructure, and deficiencies in managerial capacity and staff training. Despite the recognized importance of service quality in hospitality, there remains a notable research gap concerning guesthouses, particularly in emerging urban centers like Sunyani. This research aimed to address this gap by specifically examining customers’ perceptions of service quality, identifying the multifaceted factors that influence their expectations, and proposing strategic staff recruitment approaches to enhance overall service delivery. Employing a qualitative case study design, this investigation sought an in-depth understanding of guest experiences. The target population comprised patrons of registered guesthouses in Sunyani. From an accessible population of 95 guests, a sample of 35 participants was carefully selected using a simple random sampling method, a size considered appropriate for qualitative inquiry. Data were meticulously collected through semi-structured interviews, which lasted between 45 and 60 minutes and were audio-recorded with consent. The collected data were subsequently subjected to thematic analysis, involving coding, categorization, and grouping to identify prevalent themes reflecting participants’ views and experiences. The findings reveal that guests predominantly prioritize fundamental service quality indicators such as cleanliness, hygiene, and the comfort and maintenance of their rooms. Beyond tangible aspects, staff behavior, encompassing attentiveness, friendliness, and responsiveness, emerged as a critical determinant of service quality perceptions. Guest expectations were significantly shaped by their prior experiences, recommendations from others, marketing efforts, perceived standards, economic considerations like affordability, and diverse cultural backgrounds. The study synthesizes that while hotels may attract with extensive amenities, guesthouses thrive by delivering personalized, attentive service at competitive prices. The conclusions highlight the profound influence of cleanliness, comfort, and staff responsiveness on guest satisfaction. Effective staff training and robust feedback mechanisms are crucial for sustained service improvement. Consequently, the study recommends periodic inspections by the Ghana Tourism Authority in collaboration with the Sunyani Municipal Assembly, continuous staff training in communication and customer service, the implementation of structured feedback systems, and strategic resource allocation to maintain facilities and hygiene standards. This research offers practical insights for guesthouse operators and policymakers to enhance service quality and ensure customer satisfaction within the Sunyani Municipality.

The hotel sector of canton Sucre has deficiencies in its infrastructure, especially in old buildings, the hotels were not built with all the technical standards. Additionally, they have deficiencies in quality standards and in the preventive maintenance of their facilities, which constitutes the greatest difficulties in offering the destination to the national and international market. The purpose of the study was to establish an improvement program to increase the quality of hotel services and positively influence the economic and tourist development of the city. The methodology used was descriptive, qualitative and quantitative methods with a sample of 30 tourists, which were tabulated through the SPSS Statistic, drawing conclusions that allowed analyzing the flaws of the hotels. The results obtained allowed verifying the deficiencies in the hotel infrastructure, little training for the personnel who work in hotel establishments. So they do not have the technical knowledge in Hospitality, therefore it does not guarantee the quality that must be offered to tourists, intensifying since the 2016 earthquake and recent rains

This community engagement initiative was designed to analyze the impact of targeted human resource investment —specifically barista and hospitality training —on the revenue growth of Micro, Small, and Medium Enterprises (MSMEs) operating coffee shops in Labuan Bajo. Labuan Bajo, as a super-priority tourism destination, faces increasing demand for high-quality F&B services. This program targeted MSMES coffee shop owners and staff who often lack formal training in service standards. The implementation methods included participatory workshops, hands-on technical barista training (brewing, espresso extraction, latte art), and hospitality simulations focused on customer service. The program's effectiveness was evaluated using a pre-test/post-test for skills and knowledge, supplemented by the collection and analysis of monthly revenue data for three months pre- and post-intervention. The results show a statistically significant improvement in participants' technical skills and service knowledge. More importantly, the analysis of financial data reveals a positive and significant correlation between the training intervention and an average monthly revenue increase of 38% among participating MSMESs. This engagement demonstrates that strategic investment in human capital is a critical and effective strategy for enhancing the competitiveness, service quality, and financial sustainability of MSMESs in a high-growth tourism ecosystem.

Hospitality services and digital technology are essential to improve the development of tourism villages in Bali, yet some tourism villages in Bali still face challenges in optimizing the quality of hospitality services and adopting digital technology. Bakas Tourism Village in Klungkung, Bali still has limitations in hospitality skills, foreign language proficiency, and digital promotion and information management. This article aims to describe the integration of hospitality training and the implementation of an artificial intelligence (AI)-based chatbot as a strategy to enhance the competitiveness of Bakas Tourism Village. A case study approach was applied through training activities on professional hospitality standards and green ethics, English and French language skills, designing a practical conversation handbook, and implementing an AI-based chatbot to assist administrators in creating and updating website content. The findings show improvements in the tourism actors’ competencies in service delivery and cross-cultural communication, efficiency in digital information management, and consistency in destination branding. Overall, this program contributes positively to service quality and the competitiveness of Bakas Tourism Village as a technology-driven destination.

This study investigates the training and development of elderly human resources in Vietnam’s hotel and restaurant sector in the context of digital transformation. Drawing on survey and transcript data from 56 elderly employees (aged 60–65) from Hanoi, Ho Chi Minh, Ha Long and Da Nang, the research explores their demographics, digital skills, training needs, perceived barriers, and motivations. The findings reveal that while elderly workers bring substantial service experience and motivation, they face challenges in adapting to digital tools due to limited training and workplace stereotypes. Tailored training programs that accommodate the learning preferences of elderly individuals, along with respect and intergenerational mentoring, can enhance their integration. The study contributes to theory by extending the Technology Acceptance Model (TAM) to elderly employees in hospitality and offers practical guidance for inclusive workforce development in Vietnam. Keywords: Elderly workforce, training and development, hotel and restaurant industry, Vietnam, digital transformation, Technology Acceptance Model (TAM)

Purpose Drawing on social exchange theory (SET) and social learning theory (SLT), this paper aims to connect ethical leadership (ETHL) and ethical training (ET) with employee loyalty (EL) and employee work engagement (EWE), both directly and indirectly, in the context of Indian hospitality industry. Design/methodology/approach This study collects quantitative data from 425 hotel employees and analyzes the hypotheses using partial least square-based structural equation modeling. Findings The findings indicated that ETHL and ET influence EWE and EL. Furthermore, EWE mediates the linkage between ETHL−EL and ET−EL. This study also validates that EWE influences EL. Practical implications Hospitality sector should nurture ETHL and conduct ET to enhance EWE and foster EL. Originality/value Drawing on SET and SLT, and to the best of the authors’ knowledge, this study is the first one to explore the combined influence of ETHL and ET on EL, both directly and indirectly, in Indian hospitality contexts.

The hospitality industry is continually affected by high employee turnover which affects both service standards and how things are done. The study analyzes how training and development affect retention of employees, highlighting how employee loyalty takes part in this connection. A structured survey was used for data collection and the approach involved providing it to 250 workers from four- and five-star hotels in Mumbai and Goa. The analysis of the data involved EFA, CFA and SEM. By analyzing the CFI, RMSEA and other fit measures, the model was found to confirm the proper functioning of the model’s constructs. The research proves that training makes employees more loyal which then plays a positive role in their retention (β = 0.51, p < 0.001). There was a significant partial effect where loyalty played a role in the path from training to retention (β = 0.316, p = 0.009). This evidence proves that supporting professional growth plays a key role in keeping skilled workers and shows HR managers what should be done in the hospitality sector. Structured learning programs are necessary for maintaining stability among workers in a company.

The hospitality industry faces challenges in delivering consistent, engaging, and scalable training. Traditional training often fails to address cost, efficiency, and learner engagement. Organizations are turning to technologies like artificial intelligence (AI) to enhance employee development, including AI-driven avatars. Drawing on recent literature in microlearning, avatar-mediated education, and technological adoption models, this study examines the potential of AI avatars to personalize instruction, enhance accessibility, reduce costs, and enhance learning outcomes. Content analysis of fifteen YouTube videos reveals ten themes associated with the use of AI avatars in real-world hospitality settings. The report includes implementation guidelines for integrating AI avatars into their workforce development programs. These findings contribute to the discourse on innovation in hospitality education, offering both theoretical insights and practical implications.

This research explores the complex dynamics of sexual harassment in the hospitality industry, specifically in five provinces in Indonesia known for their high concentration of hotels. It also examines a selection of star-rated hotels that have implemented training programs to address sexual harassment. This study delves into the relationship between employee training, awareness, and sexual harassment prevention. It adopts a quantitative approach with the participation of 140 HR managers from star-rated hotels. The results highlight a strong connection between staff training and increased sexual harassment mitigation, underscoring the importance of thorough training programs. Employee awareness plays a vital role in influencing the effectiveness of preventative measures. Practical implications involve industry-wide efforts to promote a safety culture and enforce zero-tolerance policies via specialized training and public awareness campaigns. Although the study is focused on specific regions and establishments, it lays the groundwork for further exploration into sexual harassment in various hospitality settings, training techniques, cross-cultural factors, and changing regulations. Future research needs to delve deeper into the complexities of sexual harassment within the broad industry.

This study investigates the effects of Green Culture, Green Transformational Leadership, and Green Training on Employee Green Behavior (EGB), with Green Commitment as a mediating variable. Responding to the urgency of environmental sustainability, the hospitality sector plays a pivotal role in fostering eco-friendly behavior. Using a quantitative approach, data were collected from 75 employees of a four-star hotel in Jakarta through questionnaires and analyzed with Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results show that Green Culture and Green Transformational Leadership significantly influence both Green Commitment and EGB, while Green Training affects only Green Commitment. Green Commitment does not significantly impact EGB or mediate any relationships. These findings contribute to the literature on pro-environmental behavior in hospitality and provide practical guidance for embedding sustainability into workplace practices.

This study aims to evaluate the effectiveness of Front Desk Agent training at AKB Hotel post-pandemic. The primary data source was obtained through interviews with Front Office Managers and Front Desk Agents focusing on the training experience and profile of Front Desk Agents. In addition, secondary data from online travel agents reflecting guest complaints regarding Front Desk Agent services were also included. This study combines qualitative and quantitative data by applying qualitative descriptive analysis techniques. This study adopts Woods' theory which details the steps to evaluate training effectiveness: Reaction, Learning Process, Behavior Change, and Outcome. The research sample involved ten Front Desk Agents out of a total of 13 people. The findings indicate the ineffectiveness of post-pandemic Front Desk Agent training at AKB Hotel which emphasizes the need for a more structured and planned training schedule. This study emphasizes the importance of addressing the identified issues through a comprehensive analysis to improve the effectiveness of Front Desk Agent training under challenging conditions.

No abstract available

ABSTRACT Green training and development (T&D) has emerged as an important topic within HRM, with research focusing on its impact on various employee outcomes. However, only a few studies have focused on understanding its impacts on green organizational outcomes, such as green creativity. We utilize social information processing theory to theorize whether, when, and how green T&D impacts green creativity. This study collected lagged and multisource field data (246 supervisor-employee dyads) from various hospitality organizations. Our findings based on time-lagged data and analyzed using Smart PLS reveal that green T&D enhances individual green values, which, in turn, enhance green creativity. We found that responsible leadership amplifies the positive relationship between green T&D and individual green values. We also found support for the moderating effect of responsible leadership on the indirect model via individual green values. The study underscores the importance of integrating green training and development programs in hospitality organizations to enhance individual green values and creativity. Practical implications include promoting responsible leadership, aligning organizational values with environmental goals, and fostering a culture that supports green initiatives and creativity.

This study examines the effectiveness of training programs for room attendants in the hospitality industry, focusing on their impact on performance, job satisfaction, and retention. Using a qualitative approach, in-depth interviews were conducted with 20 room attendants and 10 housekeeping managers across various hotel segments. The findings reveal that while initial training typically covers basic cleaning techniques and safety protocols, it often lacks depth in advanced methods and customer service skills. Challenges such as time constraints and reliance on informal learning are common, affecting the consistency and quality of training. Effective training programs were identified as those that provide comprehensive, ongoing instruction and incorporate innovative methods like virtual reality and gamified learning. The study also highlights the importance of mentorship programs and regular feedback to enhance training outcomes. Recommendations for improving training programs include developing detailed curricula, addressing time constraints, and adapting to emerging trends. By implementing these strategies, hotels can enhance room attendants' skills, satisfaction, and overall service quality, leading to improved guest experiences and operational success.

Industry hospitality face increasingly fierce competition tight and change need fast , demanding customers? improvement quality and productivity employees . Training and development programs employee acknowledged as an important strategy in increase competence , efficiency and satisfaction work , which has an impact directly on performance and power competition company . However , the effectiveness from various training programs This Still need under review more in depth , especially in the sector Hospitality . Research This aiming For evaluate impact of training and development programs to productivity employees in the industry hospitality , with focus on improvement relevant skills? with work , efficiency in serve customers , and satisfaction work . Research This use method quantitative with approach survey . Data collected through questionnaire distributed? to 100 hotel employees who have following training and development programs . Data analysis was carried out use linear regression for determine the impact of training programs to productivity employees . Research results show that the training and development program own influence positive and significant to productivity employees . Employees who participate in this program tend show improvement ability work , efficiency and satisfaction in operate his/her task . Findings This underline importance training sustainable as an improvement strategy quality source Power human in industry hospitality .

Relevance. The relevance of the research is determined by the orientation of the modern hospitality industry towards sustainable development and its significant impact on the environment due to excessive consumption of resources, waste production, and CO2 emissions. This determines several important trends: in EU countries, consumers increasingly choose environmentally friendly products and services; in leading European countries, the training of hospitality industry specialists includes eco-oriented educational practices on energy conservation, waste management, and resource provision; environmental education enables future specialists to understand this impact and master methods of environmentalization; the environmental competence and culture of hospitality industry specialists determine the competitiveness of their enterprises; the introduction of eco-oriented practices promotes innovations in the hospitality industry, improves the quality of services, and reduces energy and material costs; the European experience of training hospitality industry specialists is open to the Ukrainian system of vocational (vocational-technical) education and requires thorough study. The aim is to analyze the experience of leading European countries regarding the use of eco-oriented educational practices in the professional training of hospitality industry specialists and to develop relevant recommendations for vocational (vocational-technical) education institutions in Ukraine that train specialists for this industry. The methods include analysis and synthesis methods for outlining the conceptual basis of the research, a search method for formulating general conclusions, and a prognostic method for substantiating ways to use innovative ideas from the experience of leading European countries in the professional training of hospitality industry specialists in Ukraine. The results show that eco-oriented professional training in leading European countries aims at achieving sustainable development goals and enhancing the competitiveness of hospitality industry specialists in the international labor market; the use of eco-oriented practices, exemplified by leading European countries (Denmark, Norway, the United Kingdom, Spain), demonstrates the advantages of integrating eco-oriented skills into educational programs for training hospitality industry specialists, indicating their compliance with global environmental standards and leadership in sustainable development. The conclusions, based on the analysis of the experience of training hospitality industry specialists in leading European countries (Denmark, Norway, Spain, the United Kingdom), provide recommendations for improving the professional training of these specialists in Ukraine by introducing European eco-oriented educational practices (integration of environmental management principles such as "Green Key", "Eco-Lighthouse"; inclusion of practice-oriented modules on energy conservation, waste management, and resource provision into educational programs; establishment of unified standards for eco-oriented practices; support for innovation; response to consumer demand for sustainable development strategies; monitoring and evaluation of eco-oriented professional programs).

Tourism and hospitality industries are labour intensive, however, it has high turnover rate. Therefore, the current study aims to decrease turnover intention among hospitality and tourism employees via using training in a proposed moderating mediated model. The study aims are threefold, firstly to examine the direct effect of employees’ training perceptions on turnover intention, secondly to examine the indirect effect via self-efficacy as a mediator

The article provides a comprehensive analysis of the modern phenomenon of hospitality in various aspects at different levels. Two semantic interpretations of hospitality, conventionally interpreted as “hospitality-trait” and “hospitality-sphere”, are proposed and substantiated. “Hospitality-trait” is an important characteristic of any entity that, on a commercial or other basis, receives and serves guests for certain reasons. “Hospitality-sphere” is a derivative of “hospitality-traits” and is a product of its institutionalization, namely, a field of activity whose main profile task is to provide quality services to guests. An author’s model of the hospitality sector of society was built, consisting of four levels – the “core”, which includes a complex of hotel-restaurant and tourist business enterprises, and its three “superstructure circles”, a system of enterprises and subjects of each of the following among which gradually reduces the level specialization in hospitality services, but in one way or another applies the features of hospitality in its activities. The presented model of the field of hospitality can serve as an additional basis for the adoption of legislative and regulatory acts and for the adoption of managerial decisions regarding the regulation of the manifestation of hospitality traits in the work of any enterprises and subjects of economic activity, mainly in the field of hotel, restaurant and tourism business. Current directions of research in the field of hospitality are outlined, among which the most important are the problems of measuring the degree of hospitality of its various subjects, as well as improving the system of training specialized personnel. Important directions are also the definition and analysis of the features of hospitality at different levels of spatial and organizational scale and territorial coverage (hospitality of the state, people, region, city, locality, enterprise, institution, industry, social stratum, individual family, individual person, etc.), study of spatial aspects of hospitality, justification of distinctions between “stationary” and “mobile” hospitality, especially during tourist trips, hospitality research at different stages of hospitality product consumption, etc. Argued proposals for improving the quality of education for the “core” of the hospitality sector, primarily strengthening the psychological training of future specialists, using psychological trainings, quests, situational exercises (case studies), etc., are provided. Hospitality in the process of specialized education in the training of specialists in the field of service should pass through all educational components, both during theoretical training and during training of practical skills.

The previous problem in this research was exploring the potential of students in choosing departments in hotels, namely front office, housekeeping, and food and beverage to carry out internships. The need for this selection recommendation is based not only on student desires or the availability of opportunities to learn to work in the existing hotel industry but also based on recommended grades from semesters 1 to 3 which fulfill the requirements for industrial internships. This research uses a qualitative descriptive method with a case study approach. Data collection techniques through observation, interviews and document study. Interviews use a semi-structured model so that answers are open-ended and can be developed for in-depth analysis. E-ojtku is an innovation resulting from research based website and android to improve the competency of Hospitality Management students who received recognition for 40 credits for OJT 1 and OJT 2 (1 year in industry / Hotels) for a career in Hotels. The test results using e-ojtku obtained good results with an accuracy of up to 94.44% with a ratio of 80% training data and 20% test data, the ratio of the amount of training data can affect the accuracy of the values in each experiment.

This study examines the influence of comprehensive training programs on the proficiency of housekeeping personnel in the hotel sector. Data were collected through semi-structured interviews, focus group discussions, and participant observations at different hotels using a qualitative study approach. The findings suggest that organized training programs have a substantial impact on improving technical skills, such as proficiency in advanced cleaning procedures and equipment handling, as well as enhancing soft skills, such as effective communication and customer service. The integration of several learning methods, including simulation-based training and virtual reality, was discovered to be extremely successful in involving workers and enhancing the acquisition of skills. Although faced with obstacles such as reluctance to change and limited resources, the use of proactive solutions, such as engaging staff in training development and providing ongoing professional development, effectively addressed these concerns. The results emphasize the need of a comprehensive training strategy that encompasses both technical and soft skills in order to enhance overall service quality and operational efficiency. Suggestions for future practice including consistently refreshing training material, involving personnel in the development process, and overcoming obstacles to implementation in order to maintain increases in housekeeping performance and visitor satisfaction

Sustainable development emphasizes organizations acting in the interest of current and future stakeholders to ensure long-term survival. This approach has gained importance due to growing concerns over the environment, resources, and social sustainability. The rapid expansion of the hotel industry and the emergence of new hotels have led to intense competition without considering their environmental impact. Dealing with an unpredictable market, changing customer expectations, and business innovation forces them to be equivalent to their competitors. This study seeks to examine the relationship between green HR practices and business sustainability in the hotel industry. Data were collected from 150 sustainable hotels across Malaysia. The study employed SPSS 26.0 and SMART PLS version 3.0 to assess the study’s model. The analysis reveals that green HR practices are partially significant to business sustainability. Practically, the study offers insight for top management and employees to enhance the effectiveness of organizational management functions. Academically, the findings contribute to an evolving body of literature on business sustainability in the hotel industry and provide valuable information for the human resource function. Future research could expand the scope by incorporating other variables.

This study identifies strategies to enhance women's empowerment in the workplace at Karma Royal Bali and examines how these efforts contribute to guest satisfaction within the timeshare hotel system. The research focuses on three properties: Karma Royal Candidasa, Karma Royal Jimbaran, and Karma Royal Sanur. This study used a qualitative methodology through in-depth interviews with women leaders and workers; the study explores themes of gender bias, work-life balance, and career development barriers. Findings highlight effective techniques these women implement to overcome challenges, including training programs, mentorship, and supportive workplace policies, ensuring high service quality and improving guest experiences. Therefore, this study implies that women's empowerment is vital in providing guest satisfaction.

PurposeWorkforce insufficiencies can impair firms' competitiveness in the hospitality industry. The problem of finding suitably trained employees has been aggravated by changes in consumer preferences, and the development of advanced technologies has led to the ‘smartization’ of upscale hotels. The consequent updating of business models means that decisive indicators of worker competence and employability are different from those applied previously. Thus, the aim of this study is to develop an indicator framework for assessing workforce employability with consideration of competence with artificial intelligence (AI) applications.Design/methodology/approachThe initial indicators for the framework are obtained based on an intensive review of the relevant literature and roundtable meetings with academics and practitioners. The Delphi method is used to collect the data, and a hybrid fuzzy approach, which combines the modified Z-number and modified trapezoidal fuzzy number set techniques, is applied to quantify the information originating from the experts’ judgments. The interquartile range approach is applied to optimize the validity of the indicators.FindingsThe assessment framework is applied to evaluate workforce employability at an upscale hotel from the perspective of hotel executives. The capability of the workforce for the adoption of advanced technologies, including familiarity with AI, are considered.Originality/valueThe contributions of this research involve the identification of an updated list of determinants for the evaluation of workforce employability for hotels in today’s world, highlighting the value of AI applications to help ameliorate labor shortage problems. The results should benefit practitioners, allowing them to improve the efficiency of their operations, services and management practices, leading to sustainability and competitiveness in the upscale hotel industry.

Service quality in the hospitality industry is highly dependent on the workforce's soft skills, yet empirical data regarding the profile and mastery level of these competencies, particularly in the Food and Beverage (F&B) Service sector, remains limited despite its crucial role in addressing industry dynamics. This study aims to identify the profile and analyze the mastery level of soft skills among the F&B Service sector workforce in Yogyakarta City, focusing on five main dimensions: interpersonal skills, self-management, ethics and professionalism, collaboration and problem-solving, and innovation and initiative. The method used is quantitative descriptive through a cross-sectional survey of 48 respondents from six 3-star and 4-star hotels in the Yogyakarta City area. The questionnaire instrument used has been tested for both content and construct validity, as well as reliability, to ensure measurement feasibility. The results showed that the five main soft skills possessed by the F&B Service sector workforce in the hospitality industry in the Yogyakarta City area were in the excellent category: interpersonal skills (88.15%), self-management (87.78%), ethics and professionalism (89.10%), collaboration and problem-solving (89.33%), and innovation and initiative (86.22%), with an overall average of 88.31%. These findings interpretatively confirm that soft skills are an essential foundation for a professional workforce in the hospitality industry. The implication is that future hospitality HR development and vocational education curricula need to focus on strengthening and continuous training to maintain excellent service quality consistently.

The hotel industry struggles with high employee turnover and labor shortages. Employing individuals with intellectual and developmental disabilities (EIDD) offers a solution, providing benefits such as improved loyalty, reduced turnover, and greater workplace diversity. Successful integration of EIDD requires addressing challenges like communication barriers, stigma, and the need for tailored support. Key to success are job coaches, who provide on-the-job training, support, and communication between EIDD and supervisors. They also educate coworkers to foster a more inclusive environment. Hotels should implement structured onboarding, provide reasonable accommodations, and offer socialization opportunities to ensure long-term success. Regular job coaching, performance feedback, and clear job roles promote retention. Managers can leverage job coaches to provide personalized training and create a culture of inclusion. By aligning EIDD employment with corporate social responsibility (CSR) goals and partnering with external agencies, hotels can reduce turnover, improve workforce stability, and enhance their public image.

The article examines innovative technological solutions used in the management of hotel enterprises in Russia and abroad, focusing on their impact on operational efficiency. The study identifies key directions of technological transformation in the hospitality industry, including the digitalisation of management processes, the implementation of intelligent systems (PMS, CRM, analytical platforms), the development of smart-room technologies, the automation of service operations, and the adoption of eco-efficient practices. Through a case-based analysis of Russian and international hotels, the paper highlights differences in the scale and depth of innovation adoption, shaped by the technological maturity and strategic orientation of enterprises. The findings indicate that the integrated implementation of digital systems, modernisation of organisational processes, and the development of staff digital competencies enhance service quality, optimise resource use, and strengthen business sustainability. Recommendations are proposed for the strategic development of innovation management in hotel enterprises, aimed at building a coherent technological architecture, improving managerial processes, and incorporating advanced international best practices.

This paper aims to analyze the current factors affecting human resources in different job positions in tourism sector in Ninh Binh province. It gives a thorough investigation into various factors affecting the quantity and quality of human resources currently as well as the future context of the tourism service industry in the province such as physical health, professional qualifications (including work experience, vocational skills and foreign language proficiency) as well as professional attitudes. By analyzing the statistical data, the paper results have indicated that, in order to enhance the local natural tourism potential and boost up the competence of the industry’s workforce to meet the increasing demands of domestic and overseas tourists, one of the most crucial factors that needs to be constantly improved is human resources with quality in both physical and capability. However, due to both subjective and objective factors, the quality of human resources of the province’s tourism industry is still ineffective, leading to several disadvantages on the development of local tourism. From these findings, a number of solutions and recommendations are proposed to elevate the perspectives of human resources, contributing to bringing the tourism industry of Ninh Binh province to higher level.  

From the current global changes and the rapid development of innovation and technology, personnel development according to the previous approach may be insufficient for work. It is necessary to increase the skills of the workforce and improve work efficiency for higher quality. This research aims to study the training and development of human resources in the hotel industry in Nakhon Ratchasima Province at present, to study innovations in training and human resource development in the hotel industry and the ASEAN hotel industry standard framework, and to propose the innovation model for training and development of human resources in the hotel industry from the ASEAN standard framework. The findings suggest implementing the innovation model of resources training and development in the hotel industry by integrating modern technology and training techniques into use in developing staff in various forms that are in accordance with the ASEAN standard framework and hotel service standards to increase the hotel service quality and staff performance. The quantitative approach was employed by using structural equation modeling for path analysis. The data was collected by using questionnaires from 400 samplings from hotel staff in Nakhon Ratchasima Province. The model is consistent with empirical material in statistical significance. It can confirm that seven significant factors directly affect service performance which are job rotation, blended learning, practice training, classroom training, study tour for learning, learning through playing games, and teaching respectively and the new model was proposed for innovative development and training for the hotel staff. This research proposes an innovation process for hotels to implement the use of technology and techniques for human resources training and development. It can increase staff service performance, lead to positive guest experience and satisfaction, and lead to hotel revenue. However, the potential, the different hotel contexts and characteristics, and its organizational culture should be considered for the implementation.

To date, the hotel business of Ukraine is in a state of crisis: many enterprises have ceased operations, some are located in the occupied territories or have suffered destruction, the lack of tourists and the mass outflow of qualified personnel, all this negatively affects the tourism industry and the economy of the country as a whole. In this regard, hoteliers need to introduce new services, attract consumers of hotel services and find innovative solutions for managing accommodation. In the field of service, the human factor is the main factor in the provision of services, therefore, for the effective management and operation of a hotel enterprise, it is necessary to conduct training and professional development of personnel. The research methodology was based on the use of methods of systematic and theoretical analysis, analysis of sources of information on the research problem, and the method of comparison. The article discusses the concept of personnel management in hotels, as well as classical and modern management methods. Taking into account that time does not stand still and new strategies in education are emerging, innovative solutions for training specialists in the hotel sector have been researched. The most popular currently are: elearning system, onboarding, training programs, coaching and motivation programs. All of the above methods are effective, but their combination is the most successful for management. The adaptation of newly hired personnel is of particular importance in the crisis period, in this regard, the stages of the employee onboarding process are considered. Training programs are very popular among hoteliers, so the most popular types of them were investigated as part of the article. The need for systematic training of hotel employees as a basis for increasing the efficiency of their activities and improving the quality of hotel service has been proven. The use of the proposed methods of management and training of hotel employees will accelerate the adaptation of newcomers, professional development of their skills and knowledge, improve communication with visitors and management, increase motivation and reward, care for the well-being of employees, and systematic monitoring and evaluation will help ensure the successful future of the hotel enterprise. The results of the conducted research create a basis for further study of the problem of implementing innovative hotel management solutions, and also require practical implementation in hotel enterprises.

This research aims to investigate the impact of training and competency on employee performance, with employee engagement serving as a mediating factor at the Tugu Bali Hotel. The study's population consists of 103 employees of the Tugu Bali Hotel, selected using the probability sampling method. Path analysis was employed to test the research hypotheses. The findings reveal that: 1) Training has a positive and significant impact on employee engagement at the Tugu Bali Hotel; 2) Competency has a positive and significant effect on employee engagement at the Tugu Bali Hotel; 3) Training positively and significantly affects employee performance at the Tugu Bali Hotel; 4) Competency positively influences employee performance at the Tugu Bali Hotel; 5) Employee engagement positively affects employee performance at the Tugu Bali Hotel; 6) Employee engagement serves as a mediating variable in the relationship between training and employee performance at the Tugu Bali Hotel; and 7) Employee engagement acts as a mediating variable in the connection between competency and employee performance at the Tugu Bali Hotel. Based on these findings, it is recommended that the management of the Tugu Bali Hotel focus on enhancing employee training, competency, and engagement to boost overall employee performance.

This research aims to analyze the influence of education and training (Diklat), competency on position promotion and employee performance at Eco Beach Villa and Canggu Apartments in companies in the tourism industry sector in Badung district. In this study, the population studied was 216 permanent employees at Eco Beach Villa and Apartment Canggu. This research sample used the Solvin formula to obtain 68 people. The analysis technique used is "path analysis". The analysis results show that: 1). Education and training have a positive and significant effect on the work performance of Eco Beach Villa and Apartment Canggu employees; 2). Competence has a positive and significant effect on the performance of Eco Beach Villa and Apartment Canggu employees; 3). Education and training have a direct influence on the promotion of Eco Beach Villa and Apartment Canggu employees; 4). Competency has a direct influence on the promotion of Eco Beach Villa and Apartment Canggu employees; 5). Job promotions have a direct effect on the performance of Eco Beach Villa and Apartment Canggu employees; 6). Education and training have a significant indirect effect on the performance of Eco Beach Villa and Apartment Canggu employees through job promotions; 7). Competency has a significant indirect effect on the performance of Eco Beach Villa and Apartment Canggu employees through job promotions. Keywords: Education and Training, Competency, Position Promotion, Employee Performance.

The purpose of this study was to determine the effect of training and competence on employee performance at Harper Hotel Jakarta. The research method used in this research is descriptive with a quantitative approach. The population amounted to 58 people, so the sampling technique was used with the saturated sample method and the number of samples obtained in this study were 58 respondents. Data analysis techniques using multiple linear regression. The results showed that: (1) There is a positive and significant effect of training variables on employee performance at Harper Hotel Jakarta. This is evidenced by the value of tcount > ttable, namely 4.352 > 2.004 with a probability value (significance) = 0.000, which is below 0.005. (2) There is a positive and significant effect of competency variables on employee performance at Harper Hotel Jakarta. This is evidenced by the value of tcount > ttable, namely 7.381> 2.004 with a probability value (significance) = 0.000, which is below 0.005. (3) There is a positive and significant effect of training and competency variables on employee performance at Harper Hotel Jakarta. This is evidenced by the value of Fcount > Ftable, namely 26.75 9> 3.16 with a probability value (significance) = 0.000, which is below 0.005.

This study investigates the relationship between employee diversity management and service quality within multicultural hospitality settings. Drawing on the SERVQUAL framework (Parasuraman, Zeithaml, & Berry, 1985), cultural intelligence theory (Earley & Ang, 2003), and best-practice diversity management models (Cox, 2001; Jayne & Dipboye, 2004), the research examines how organizations can leverage a heterogeneous workforce to enhance guest experiences. A mixed-methods design was employed, combining quantitative survey data from 250 frontline hospitality employees across five international hotel chains with qualitative interviews of 20 human resources managers and diversity officers. Findings reveal that inclusive recruitment practices, targeted cultural competency training, and structured communication channels significantly improve reliability, responsiveness, assurance, empathy, and tangibles—the five dimensions of service quality (Parasuraman et al., 1988). Notably, hotels that embedded diversity management into organizational culture reported higher customer satisfaction scores (r = .62, p < .001) and lower turnover rates (r = −.54, p < .01). The study contributes to the literature by identifying five critical best practices—strategic recruitment, continuous training, mentorship programs, performance evaluation alignment, and leadership commitment—that foster high service quality in multicultural contexts. Implications for theory and practice include a comprehensive framework for integrating diversity initiatives into service delivery processes. Future research should explore longitudinal effects of diversity policies on customer loyalty and operational efficiency.

This study examines human resource management strategies at Favehotel Rungkut Surabaya, focusing on operational efficiency improvement through effective workforce optimization. Using a qualitative case study approach, the research analyzes how a budget hotel manages 31 contract employees across 8 departments while maintaining service quality. The findings reveal that implementing work rotation systems, multi-skill training programs, and lean organizational structures contributed to a 27% increase in operational efficiency over two years. Key challenges identified include workload optimization, cross-departmental coordination, and employee competency development. This research provides practical implications for budget hotels in designing effective HR strategies, particularly in resource allocation, competency development, and performance evaluation systems

This research investigates the effect of training and development (T&D) programs on employee performance in Indian hotels. The study emphasizes the critical role of continuous learning opportunities in enhancing employee productivity and organizational growth. Exploring various training methods such as formal workshops, on-the-job training, and mentorship programs, the research analyzes the relationship between T&D and employee performance. Training and development are essential for any organization, as they significantly influence employee performance by increasing productivity and building competency. The study highlights how well-trained employees exhibit improved demeanor and etiquette, crucial for guest interactions, thereby enhancing the hotel's reputation and potentially increasing customer retention. Effective training programs not only ensure employee safety but also motivate staff and improve operational efficiencies. The research employs a quantitative design, targeting hospitality professionals in India through a simple random sampling method, engaging 70 respondents in its analysis.

This research aims to analyze the impact of competency certification in improving the quality of employees in the hotel front office department in the Priority Tourism Destination area of Bromo, Tengger, Semeru (DPP-BTS). In the hotel industry, improving service quality is an important focus to ensure guest satisfaction. In the midst of increasingly fierce competition, competency certification has been identified as a factor that has the potential to strengthen employee qualifications and performance, especially in the front office. The research method was carried out through a case study approach on a number of front office officers in superior hotels. Data collection was carried out through surveys, interviews and observations, to evaluate the level of competency related to certification and its impact on improving the quality of services provided by employees. The analysis's findings demonstrate that competence certification significantly raises the caliber of workers at the hotel front desk division. These findings indicate that employees who have been certified have a greater level of skill, knowledge and understanding of the best principles in providing service to guests, which in turn has a positive impact on guest satisfaction and experience. The implication of this research is that investment in competency certification for front office employees can be considered as an important strategy for hotel management to improve service quality. Practical recommendations include the development of more targeted certification programs, support from management for employee career development, and the integration of certification-related competencies into daily work practices in hotel front office departments. In conclusion, this research emphasizes the important role of competency certification in improving the quality of employees in hotel front offices, as well as offering valuable insights for decision makers in designing human resource development strategies to improve the quality of hotel services.

Corporate Social Responsibility (CSR) has emerged as a vital strategic tool for organizations aiming to strengthen internal structures while promoting employee wellbeing. This study explores the influence of CSR initiatives on key internal outcomes, specifically focusing on employee engagement, training, job satisfaction, perceived organizational support, and organizational performance. The research was conducted within the hospitality sector using a cross-sectional survey distributed among 259 employees from a prominent luxury hotel and its affiliated partner firm. Quantitative methods were employed, with data analyzed through R Studio and SPSS. Correlation analysis, mediation, and moderation models were applied to investigate the interrelationships among CSR activities and employee-centered variables. The findings demonstrate a significant positive association between CSR initiatives and employee engagement, morale, and retention. CSR was found to indirectly enhance organizational performance by improving employee satisfaction and perceived support. Furthermore, job satisfaction acted as a significant moderator in strengthening the relationship between engagement and performance outcomes. The results reveal a strong positive association between CSR participation and employee morale, perceived organizational support, and professional development. Moreover, CSR involvement was negatively associated with turnover intentions, indicating its potential to strengthen employee retention. Interestingly, the study did not identify a meaningful link between CSR and perceived environmental benefits, suggesting a more pronounced internal impact. These insights highlight the role of CSR not only as an external branding mechanism but as an integral component of internal organizational development. By fostering stronger employee commitment and lowering turnover intentions, CSR contributes substantially to sustainable organizational success in the hospitality industry.

The success of a company or organization is greatly influenced by the performance of each employee. Companies assign demanding tasks to their employees to compete with other competitors. This is done to achieve the company’s goals and fulfill its vision and mission. To meet the desired achievements, Hotel XYZ is one of the four-star hotels located in Surabaya. This hotel has been established for ten years and has a total of 54 employees. Based on an initial survey and previous research data on the influence of various factors on employee performance, this study focuses on the impact of training, standard operating procedures (SOP), decision-making, communication, and delegation of authority on employee performance. Therefore, this research is titled “Analysis of the Influence of Training, SOP, Decision Making, Communication, and Delegation of Authority on Employee Performance at Hotel XYZ in Surabaya.”The purpose of this study is to determine whether training, SOP, decision-making, communication, and delegation of authority have an effect on employee performance. The results of the study indicate that the training variable has a significant impact on employee performance, the SOP variable also has a significant impact on employee performance, while the decision-making variable does not have a significant effect on employee performance, the communication variable does not significantly affect employee performance, and the delegation of authority variable does not significantly affect employee performance.  Keywords: Training, SOP, Decision Making, Communication, Delegation Of Authority, Employee Performance    

: Since the tourism industry in Indonesia is growing, the demand for hotels and places to stay is also growing, especially in places close to tourist destinations. The Grand Padis hotel is the only 4-star hotel in Bondowoso, making it the hotel with the highest standard in this regency. Becoming a hotel with the highest standard means they are demanded to give the best service and hospitality quality. This study was conducted with the aim of analyzing the effect of the training and development programs, working culture, and leadership on employee performance at Grand Padis Hotel Bondowoso. The research was conducted using quantitative analysis methods. The population of this research is employees of Grand Padis Hotel Bondowoso. The sampling technique used in this study is enumerated sampling. The number of respondents who were collected was 76 respondents. The results of the study found that partially and simultaneously, training and development programs, working culture, and leadership had a positive and significant effect on employee performance at Grand Padis Hotel Bondowoso.

Boasting strong data processing and computing capabilities, AI offers enterprises convenient big data analysis and personalized talent recommendations, serving as a key tool for HR management transformation. Focusing on optimizing Hotel A’s employee training system, this study identifies core training issues via questionnaires and interviews, and proposes systematic optimization strategies based on big data algorithms and AI.

This study analyzes the influence of individual characteristics, Training, and career development on employee performance at PT Hotel KTM Resort in Batam, Indonesia. Despite the significant role of human resources in the hospitality industry, challenges such as low employee focus and delayed career progression hinder performance. Using quantitative methods, the research examined data from 115 employees to evaluate the effects of these variables. The findings indicate that training and career development significantly impact employee performance, while individual characteristics do not considerably influence performance outcomes. Training programs tailored to employee needs and structured career development pathways enhanced job satisfaction, motivation, and overall productivity. Furthermore, simultaneous analysis revealed that these variables collectively explain 37.7% of performance variation, suggesting other influencing factors. Recommendations include improving training quality, creating clear career advancement opportunities, and adopting holistic HR management practices focusing on supportive leadership and work environments. By implementing these strategies, PT Hotel KTM Resort can enhance employee engagement, reduce turnover rates, and improve service quality. These insights contribute to the hospitality sector's broader understanding of human resource management, emphasizing the importance of investment in employee development initiatives. Contribution to Sustainable Development Goals (SDGs):SDG 3: Good Health and Well-beingSDG 4: Quality EducationSDG 8: Decent Work and Economic GrowthSDG 9: Industry, Innovation, and Infrastructure