The essence of the hotel room in the hotel business – the hotel managers’ perspective

IF 2.9 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM European Journal of Tourism Research Pub Date : 2023-11-01 DOI:10.54055/ejtr.v36i.3158
Anatoly Lvov, Raija Komppula
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Abstract

The objective of this study is to gain a better understanding of how hotel management perceives the role of the hotel room from the customers’ perspective and what role the room plays as regards the hotel management business. Previous research has focused on the hotel’s location, the attributes of the hotel and the room, revenue management, pricing, hotel guest experiences, and customer satisfaction. In this study, 19 managers operating in Finland were interviewed: ten hotel managers from 4-5-star hotels and nine from 2-3-star hotels. An inductive approach to the data analysis was adapted and the research findings indicated that the hotel managers were deeply concerned about the customer expectations of their hotel stay. The role of the hotel room as the core element of hotel accommodation was acknowledged by the interviewees. Even though accommodation in the room is regarded as the major product of a hotel, the hotel overnight stay may be different for the customer depending on the hotel’s facilities, their services and the customers targeted. In the case of business customers, accommodation with a good bed and the necessary services is all that is seen to be required. While for leisure customers, the overnight stay is perceived to be similar to a home experience during a holiday. However, the findings of this study reveal that there is a contradiction between the management’s perception of the role of the room and the everyday practices of the hotel management in terms of marketing the amenities the hotel offers. Although hotel managers follow room- based accounting metrics to measure the performance of the hotel they also simultaneously attempt to grasp the intangible feelings of the guests. In order to sell experiences, hotel managers first need to sell the room.
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酒店客房在酒店经营中的本质——酒店管理者的视角
本研究的目的是为了更好地了解酒店管理如何从顾客的角度看待酒店房间的作用,以及房间在酒店管理业务中扮演什么角色。之前的研究主要集中在酒店的位置、酒店和客房的属性、收益管理、定价、酒店客人体验和客户满意度。在这项研究中,我们采访了19位在芬兰经营的管理者:10位来自4-5星级酒店的管理者,9位来自2-3星级酒店的管理者。采用归纳方法进行数据分析,研究结果表明,酒店经理非常关注客户对其酒店住宿的期望。酒店房间作为酒店住宿的核心要素的作用得到了受访者的认可。尽管房间内的住宿被视为酒店的主要产品,但根据酒店的设施、服务和目标客户的不同,客人在酒店过夜的时间可能会有所不同。对于商务客户来说,有一张好床的住宿和必要的服务是他们所需要的。而对于休闲客户来说,过夜被认为类似于度假期间的家庭体验。然而,本研究的结果表明,在营销酒店提供的便利设施方面,管理层对客房作用的认识与酒店管理层的日常实践之间存在矛盾。虽然酒店管理者遵循以客房为基础的会计指标来衡量酒店的绩效,但他们同时也试图掌握客人的无形感受。为了销售体验,酒店管理者首先需要销售房间。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
European Journal of Tourism Research
European Journal of Tourism Research HOSPITALITY, LEISURE, SPORT & TOURISM-
CiteScore
5.00
自引率
8.70%
发文量
50
审稿时长
25 weeks
期刊介绍: The European Journal of Tourism Research is an open access academic journal in the field of tourism, published by Varna University of Management, Bulgaria. Its aim is to provide a platform for discussion of theoretical and empirical problems in tourism. Publications from all fields, connected with tourism such as tourism management, tourism marketing, tourism sociology, psychology in tourism, tourism geography, political sciences in tourism, mathematics, tourism statistics, tourism anthropology, culture and tourism, heritage and tourism, national identity and tourism, information technologies in tourism and others are invited.
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