Essays on Flexible Working and E-Business in the Hospitality Industry Assignment

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The paper "Flexible Working and E-Business in the Hospitality Industry" is an outstanding example of a management assignment. The hospitality industry is widely recognised for high employee turnover and being fast-paced, considering that the industry frequently involves unsociable as well as long hours that make it harder for workers to balance work and life commitments (RCSA, 2014). Espousing flexible working options has been very beneficial in this industry, and has helped in reducing stress and improving living standards through the capability to integrate work in addition to other life commitments. Moreover, flexible working has been beneficial in improving family relationships as well as morale, for workers in the hospitality industry (ACAS, 2011).

Presently, scores of workers are searching for jobs offering flexible work hours, so that they can manage to meet their other commitments, as well as delight in a balanced way of life, while still working. As mentioned by Ubani (2012, p. 73), scores of businesses in the hospitality industry are experiencing challenges in comprehending their HR as well as employee relations responsibilities in the countries they are operating. HRM Impact The main HRM issue facing the hospitality industry is high worker turnover, and this has been prevalent for decades.

Globally, the hospitality industry is suffering from high levels of employee turnover, which as mentioned by Yang and Fu (2009, p. 203) is serious as well as a universal issue that leads to high intangible costs and direct expenditure. According to Yang and Fu (2009, p. 203), indirect costs associated with employee turnover form over 50% of the industry total costs related to turnover. Without a doubt, staff turnover is more costly for luxurious hotels as compared to small hotels with a lower budget, because of the former’ s high cost of training and operating systems.

Another HRM issue affecting the hospitality industry is service quality, considering that service delivery in the industry to customers mainly entails individual contact. Therefore, the association between customer service as well as HRM effectiveness is expected to be exceedingly strong. As indicated by Yang and Fu (2009, p. 206), service quality concentrates on the interactive nature between the customer as well as the individual worker during service delivery, based on general competence and politeness.

The HRM issues of poor service quality and high employee turnover are evident at Gilpin Lodge Country House Hotel that faces the aforementioned issues in its restaurant department. This was attributed to hotel decisions of hiring new employees without a thorough recruitment process, and which consequently made then restaurant workers discontented with inflexible working hours as well as lack of career opportunities and training (Piromruen, 2010). For this reason, lots of waitresses and waiters leave the hotel monthly, and those remaining are remaining also willing to shift to hotels offering flexible working hours and compensation and that provide them with career opportunities.

In consequence, service quality has been impacted due to lack of food servers, resulting in high costs of operation. Technology Impact In the hospitality industry, a lot of software companies are creating an application to assist companies in this industry to effectively manage operations and service they offer to their customers. However, the industry faces a number of technical issues such as the payment card industry (PCI) compliance, hotels’ unique identification numbers, and Support for disabled guests/customers.

Basically, the fragmented nature, as well as location of systems for companies in the hospitality industry, connotes that the credit card number of the customer can be accessible in numerous systems in unpredictable security formats in variable security locations. Therefore, hacking or identity theft can easily take place. According to Perini (2011), PCI compliance in the hospitality industry has turned out to be very crucial for the market credibility as well as the financial stability of the industry, but compliance has proven to be a challenge for lots of companies, especially small hotels.

The concept of a single unique identifier globally for hotels has existed for a while, but only on the Super Passenger Name Record (Super PNR) or single-image inventory. Although in the past it appeared beneficial for distribution channels, which collected information as well as inventory from thousands of assets, and for processing payment, it is currently more challenging. Another technological issue facing the hospitality industry is the requirement to provide support for disabled persons, with both US and Europe enacting revised regulations that require all hotels to offer disabled customers a support technology.

The ensure compliance, the companies in the hospitality industry have been forced to review most of their operations ranging from construction to distribution, and espousal of various technologies such as voice recognition software for blind people and electronic menus for deaf and dumb.

References

ACAS, 2011. The right to apply for flexible working - a short guide for employers, working parents and carers. [Online] Available at: HYPERLINK "http://www.acas.org.uk/index.aspx?articleid=803" http://www.acas.org.uk/index.aspx?articleid=803 [Accessed 1 May 2015].

Amberg, M. & Schröder, M., 2007. E‐business models and consumer expectations for digital audio distribution. Journal of Enterprise Information Management, vol. 20, no. 3, pp.291 - 303.

Cooke, J.G., 2012. The Benefits of Flexible Working Arrangements: A Future of Work Report. [Online] Available at: HYPERLINK "https://www.bc.edu/content/dam/files/centers/cwf/individuals/pdf/benefitsCEOFlex.pdf" https://www.bc.edu/content/dam/files/centers/cwf/individuals/pdf/benefitsCEOFlex.pdf [Accessed 1 May 2015].

Mallat, N., Rossi, M., Tuunainen, V.K. & Öörni, A., 2009. The impact of use context on mobile services acceptance: The Case of mobile ticketing. Information and Management., vol. 46, pp.190-95.

Perini, V., 2011. What are the three big technology issues for the hotel industry? - See more at: http://www.tnooz.com/article/what-are-the-three-big-technology-issues-for-the-hotel-industry/#sthash.sQpeDLyi.dpuf. [Online] Available at: HYPERLINK "http://www.tnooz.com/article/what-are-the-three-big-technology-issues-for-the-hotel-industry/" http://www.tnooz.com/article/what-are-the-three-big-technology-issues-for-the-hotel-industry/ [Accessed 1 May 2015].

Piromruen, J., 2010. Staff Turnover Rate in Gilpin Lodge Country House Hotel. [Online] Available at: HYPERLINK "http://www.suic.org/wp-content/uploads/research3/mba_research/17high_staff_turnover.pdf" http://www.suic.org/wp-content/uploads/research3/mba_research/17high_staff_turnover.pdf [Accessed 1 May 2015].

RCSA, 2014. How Flexible Working Options Can Help Businesses Retain Staff. [Online] Available at: HYPERLINK "http://www.frontlinehospitality.com.au/flexible-working-options-businesses-retain-staff/" http://www.frontlinehospitality.com.au/flexible-working-options-businesses-retain-staff/ [Accessed 1 May 2015].

Stredwick, J. & Ellis, S., 2005. John Stredwick, Steve Ellis. 2nd ed. London: CIPD Publishing.

Ubani, D., 2012. Hospitality & Tourism Human Relations Management in Africa. Bloomington, Indiana: AuthorHouse.

Yang, H.-O. & Fu, D.H.-W., 2009. CONTEMPORARY HUMAN RESOURCE MANAGEMENT ISSUES AND CONCERNS IN THE HOTEL INDUSTRY: IDENTIFYING THE PRIORITIES. International Journal of Organizational Innovation, vol. 2, no. 1, pp.201-24.

Yang, H.-, Jongkuk, L., Park, C.l. & Lee, K., 2014. The Adoption of Mobile Self-Service Technologies: Effects of Availability in Alternative Media and Trust on the Relative Importance of Perceived Usefulness and Ease of Use. International Journal of Smart Home, vol. 8, no. 4, pp.165-78.

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