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2011 | 3 | nr 1/2 | 103--109
Tytuł artykułu

Skills, Perceptions and the Socio-economics of Hotel Front Desk Employees in Israel : -Preliminary Findings

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Within the hospitality industry the front offi ce serves as one of the most important contact points with the guests. The skills and requirements from the front offi ce staff may be similar across different countries; however it is most likely that the qualifi cations and prior education differ. This study will look at the skills, background and attitudes of front offi ce employees in Israel, and the results will be compared to a similar study that was conducted in other countries around the world. The preliminary results support the idea that perceptions are culture-dependent and differ from one country to another, while the skills required are the same across various countries. The results show that it is important for managers to let employees see the possibility of promotion in the hotel as it signifi cantly helps reduce turnover rates. (original abstract)
Opis fizyczny
  • The Max Stern Academic College of Emek Yezreel, Israel
  • Kinneret College on the Sea of Galilee, Israel
  • Baum, T., Devine, F., Kattara, H., Hai-Yan, K., Osoro, W., Teixeira, R. M., et al. (2006). Reflections on The Social Construction of Skills in Hospitality: Preliminary Findings From Comparative International Studies. Proceedings of the city and beyond: 16th Annual CAUTHE conference. Melbourne.
  • Vallen, G. k., & Vallen, J. j. (2004). Check in check out managing hotle operation. Upper Saddle River, NJ: Prentice- Hall.
  • Kong, H. Y., & Baum, T. (2006, 6). skills and work in the hospitality sector the case of hotel front office employees in China. International Journal of Contemporary Hospitality Management (18), pp. 509-518.
  • Boxall, P., & Purcell, J. (2000). Strategic human resources managment: where have we come from and where should we be going? International Journal of Managment Reviews, 2 (2), pp. 183-203.
  • Nickson, D., Baum, T., Losekoot, E., Morrison, A., & Frochot, I. (2002). skiil, organizational performance and economic activity in the hospitality industry: A literature review. Economic and Social Science Research Council working papaer.
  • Baum, T., & Devine, F. (2007). Skills and training in the hotel sector: The case of the front office emploement in Northern Ireland. Tourismand Hospitality Reserch, 7, pp. 269-280.
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