New DNA to The Service Efficiency for Hotel Staff
Article Sidebar
Main Article Content
Abstract
The pandemic of Coronavirus Disease 2019 (COVID-19) is affecting the global hotel industry but there is still hope that the business will be able to return to normal operations soon. Therefore, it is important to prepare for a return to hotel business in the future. Because the world has changed, as a result the service management strategy was altered to accommodate the new normal situation. Guests expect more personalized service, so hotel staff must learn new skills to keep up with the changes. This article is to study the service skills of modern hoteliers that can be developed for a variety of customers, focus on use of intelligence skills consists of emotional intelligence (EQ), cultural intelligence (CQ) and experiential intelligence (ExQ). To support customers during and after the outbreak of covid 19, that customers will have more the conditions. All intelligence are the new attributes of Thai hoteliers, which are elements for beneficial to the service and problem-solving process effectively in accordance with the situation and create motivation to work. However, institutes or universities are also used as a guideline for preparing intelligent personnel for the hotel business, developing strategies to satisfy and impress customers.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
References
ธัญญา ผลอนันต์ และจุไรพร วิสุทธิกุลพาณิชย์. (2551). ใช้หัวก่อน. กรุงเทพฯ: ขวัญข้าว’94.
Ali, F., Hussain, K., Ragavan, N. A. (2014). Memorable customer experience: examining the effects of customers experience on memories and loyalty in Malaysian resort hotels. Procedia Social and Behavioral Sciences, 144, 273-279.
Baum T. (2006). Reflections on the Nature of Skills in the Experience Economy: Challenging Traditional Skills Models in Hospitality. Journal of Hospitality and Tourism Management, 13(2), 124-138.
Baum T. (2006). Human Resource Management for Tourism, Hospitality and Leisure: An International Perspective. London, Thomson Learning.
Brunner-Sperdin, A. and Peters, M. (2009). What influences guests’ emotions? The case of high-quality hotels. International Journal of Tourism Research, 11, 171-183.
Earley, P.C. and Ang, S. (2003). Cultural Intelligence: Individual Interactions Across Cultures. Palo Alto, CA: Stanford University Press.
Earley, P. C., Ang, S., & Tan, J. (2006). CQ: Developing cultural intelligence at work. Palo Alto, CA: Stanford University Press.
Earley, P. C., & Mosakowski, E. (2004). Cultural intelligence. Harvard Business Review. 82(10), 139–146.
Fitzgerald, H. (1998). Cross Cultural Communication for the Tourism and Hospitality Industry. Melbourne, Hospitality Press.
Gardner, H. (1997). Extraordinary Minds: Portraits of Exceptional Individuals and an Examination of our Extraordinariness. New York, NY. Basic Books.
Goleman, D., Davidson, R., (2017). Altered Traits: Science Reveals How Meditation Changes Your Mind, Brain, and Body. NY, Avery Books.
Hemmington, N. (2007). From service to experience: understanding and defining the hospitality Business. The Service Industries Journal, 27(6), 747-755.
Kihlstrom, J.F. and Cantor, N. (2000). “Social intelligence”, in Sternberg R.J. (Ed.). Handbook of Intelligence. Cambridge University Press.
Knutson, B., Beck, J., Him, S. and Cha, J. (2006). Identifying the dimensions of the experience construct. Journal of Hospitality & Leisure Marketing, 15(3), 31-47.
Lemon, K.N., & Verhoef, P.C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96.
Mayer, J. D. and Salovey, P. (1997). “What is Emotional Intelligence?”. In Emotional Development and Emotional Intelligence, Edited by: Salovey, P. and Sluyter. D. New York: Basic Books.
Morgan, M., Watson, P. and Hemmington, N. (2008). Drama in the dining rooms: theatrical perspectives on the foodservice encounter. Journal of Foodservice, 19(2), 111-118.
Pine, B. J., Pine, J., & Gilmore, J. H. (1999). The experience economy: work is theatre & everybusiness a stage. Harvard Business Press.
Salovey, P. and Mayer, J. (1990). “Emotional intelligence”. Imagination, Cognition and Personality. 9(3), 185-211.
Schmitt, B. Simonson, A. (1997). Marketing Aesthetics. New York, The Free Press.
Sørensen, F., & Jensen, J. F. (2015). Value creation and knowledge development in tourism experience encounters. Tourism Management, 46, 336–346.
Yachin, Jonathan. (2018). The ‘customer journey’: Learning from customers in tourism experience encounters. Tourism Management Perspectives, 28, 201.
