The Changes in Client-Employee Communication at Hotel Front Office in Connection to CoVid19 Pandemic

@inproceedings{28046,
   author = {Chalupa, Štěpán and Chadt, Karel},
   address = {Cordoba},
   booktitle = {Innovation Management and information Technology impact on Global Economy in the Era of Pandemic},
   editor = {Khalid S. Solimon},
   keywords = {Customer Care, Hospitality Industry, Soft Skills, Communication Changes},
   howpublished = {elektronická verze "online"},
   language = {eng},
   location = {Cordoba},
   isbn = {978-0-9998551-6-4},
   pages = {752-757},
   publisher = {International Business Information Management Association (IBIMA)},
   title = {The Changes in Client-Employee Communication at Hotel Front Office in Connection to CoVid19 Pandemic},
   year = {2021}
}

TY  - JOUR
ID  - 28046
AU  - Chalupa, Štěpán - Chadt, Karel
PY  - 2021
TI  - The Changes in Client-Employee Communication at Hotel Front Office in Connection to CoVid19 Pandemic
PB  - International Business Information Management Association (IBIMA)
CY  - Cordoba
SN  - 9780999855164
KW  - Customer Care, Hospitality Industry, Soft Skills, Communication Changes
N2  - The current hospitality industry is highly influenced by the pandemics of CoVid 19 and connected national and international measures. Several studies are already proposing the strategies for hospitality industry recovery, and the majority of them do not consider a significant shift in customer behaviour and employee skills and abilities. This study aims to understand the difference in communication with hotel clients in the front office before the pandemics and when the national measures were applied. The study is based on the semi-structures questioning of 59 front-office, HR and operations manager in Prague and their evaluation of several concepts. During the pandemics, the front office employees were mainly handling the request for cancellation of the stay, their move or other reimbursement and information handling via phone or email. Only 12 % of the respondents prepared the training programme for their employees to handle these situations. As the results, we propose sustainable HR, learning and development strategy as the hospitality recovery basics. Quest satisfaction can be the only driver to improve hotels and other accommodation facilities' performance and sustainable operation.
ER  - 

CHALUPA, Štěpán a Karel CHADT. The Changes in Client-Employee Communication at Hotel Front Office in Connection to CoVid19 Pandemic. Online. In Khalid S. Solimon. \textit{Innovation Management and information Technology impact on Global Economy in the Era of Pandemic}. Cordoba: International Business Information Management Association (IBIMA), 2021, s.~752-757, 7 s. ISBN~978-0-9998551-6-4.