Detailed Information on Publication Record
2021
The Changes in Client-Employee Communication at Hotel Front Office in Connection to CoVid19 Pandemic
CHALUPA, Štěpán and Karel CHADTBasic information
Original name
The Changes in Client-Employee Communication at Hotel Front Office in Connection to CoVid19 Pandemic
Authors
CHALUPA, Štěpán and Karel CHADT
Edition
Cordoba, Innovation Management and information Technology impact on Global Economy in the Era of Pandemic, p. 752-757, 7 pp. 2021
Publisher
International Business Information Management Association (IBIMA)
Other information
Language
English
Type of outcome
Stať ve sborníku
Confidentiality degree
není předmětem státního či obchodního tajemství
Publication form
electronic version available online
Organization unit
University College Prague – University of International Relations and Institute of Hospitality Management and Economics, Ltd.
ISBN
978-0-9998551-6-4
ISSN
Keywords in English
Customer Care, Hospitality Industry, Soft Skills, Communication Changes
Tags
International impact, Reviewed
Links
TL04000153, research and development project.
Změněno: 15/2/2022 21:15, Ing. Štěpán Chalupa, Ph.D.
Abstract
V originále
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.