hospitality management case study assignment pdf

Case Based Research in Tourism, Travel, Hospitality and Events

• © 2022
• Marianna Sigala 0 ,
• Anastasia Yeark 1 ,
• Rajka Presbury 2 ,
• Marcela Fang 3 ,
• Karen A. Smith 4

Department of Business Administration, University of Piraeus, Piraeus, Greece

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Strategy and Operations Discipline, Kaplan Business School, Brisbane, Australia

Blue mountains international hotel management school, torrens university, sydney, australia, faculty of higher education, william angliss institute, melbourne, australia, wellington school of business and government, victoria university of wellington, wellington, new zealand.

• Consolidate case studies from tourism, hospitality, events that combine theory and practice to untangle real world issue
• Enables students to develop academic mastery by better understanding and applying knowledge beyond the classroom
• Inspires scholars to use case study methods to research as well as implement a research informed teaching approach

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Table of contents (27 chapters)

Front matter, introduction, case study: an underestimated research and pedagogical method.

• Marianna Sigala, Anastasia Yeark, Rajka Presbury, Marcela Fang, Karen A. Smith

Experiences

Designing servicescape and experience with art: learnings from the d’arenberg cube , australia.

Marianna Sigala

A Day in the Life of Guest Experience Stagers: The Saffire Freycinet Experience

• Anita Manfreda, Justin King

Extraordinary (Memorable) Experiences in Events: The Case of Skylighter Fireworx, Australia

• Anastasia Yeark, John Powers

Boom Then Bust at the George Hotel

• Eileen Aitken-Fox

High-End Restaurants During COVID-19: The Beginning of a New Fine-Dining Era?

• Sandra Cherro Osorio, Ana Delevska, Peter Matheis

The Power of Words: A Case Study of Service Language in an Australian Five-Star Hotel

• Madalyn Scerri, Rajka Presbury

Hidden Factors: Operations Management Implications for the Hayman Island Resort

• Zdenka Gabrielova, Marcela Fang

Hotel Revenue Management Strategy – Impacts and Consequences of Changes in Management

• Antoine J. Bisson

The Expansion of MexHospitality: Exploring the Ethical Implications of Hospitality Outsourcing

• Blanca A. Camargo

Exploring the Relationship Between Hotel Classification System and Service Quality: A Case Study of the Indian Hotel Industry

Technologies, how to design a smart tourism destination: the case of granada.

• Luis-Alberto Casado-Aranda, Juan Sánchez-Fernández, Ana-Belén Bastidas-Manzano

Marketing Suburban Tourism Destinations on Social Media: The Case of the City of Joondalup, Western Australia

• Oscar Vorobjovas-Pinta, Violetta Wilk

Mandatory System Usage Behaviour: A Case Study in Australian Resorts

• Leo Y. L. Kwong, Susan Foster, Victoria Peel

EHS Hotels: Neuroimaging or Self-Reports When Evaluating Tourism Advertising and Websites?

• Hospitality
• Tourism case studies
• Tourism management
• International Tourism
• Marketing communications

About this book

This book consolidates international, contemporary and topical case study based research in tourism, travel, hospitality and events. Case studies can make learning more attractive and interesting as well as enable students to understand the theory better and develop their analytical and problem-solving skills. Using industry as an open living lab, case study based research infuses scholars into real-world industry challenges and inspires them to theorise and advance our knowledge frontiers.

The book includes international case studies that can help tourism scholars build and advance (new) theories and enrich their educational practices. Case studies are accompanied with a teaching note guiding scholars to integrate case studies into instruction.

Dr Kirsten Holmes, Chair, Council for Australasian Tourism and Hospitality Education (CAUTHE) 

There is a vital need for contemporary and well-structured case studies for use in tourism teaching. By including case studies from Australasia and key destination regions in Asia, Europe, and the Caribbean, the book is helpful for tertiary teachers globally. 

The book inspires educators and students. The cases provide context to students’ learning and demonstrate the richness and variation of the industry. The book also clearly demonstrates how research can inform our teaching. 

Professor Brian King, Chair, THE-ICE Assessment Panel   

The book includes cases under five themes: experiences, operations, technologies, strategy and marketing, and destinations. The book provides subject lecturers with a structure to guide students of applying theory into practice. 

Dr Paul Whitelaw, Academic Director, Southern Cross University

This book marks a significant contribution to hospitality, tourism and events pedagogy at undergraduate and postgraduate level.  At a time when the industry is demanding that our graduates have a strong grasp of “real world issues”, the case study approach provides an accessible, meaningful and relatable means by which students can engage in real world issues.

Editors and Affiliations

Anastasia Yeark

Rajka Presbury

Marcela Fang

Karen A. Smith

About the editors

Prof Marianna Sigala   

Dr Rajka Presbury   

Dr Rajka Presbury coordinates the scholarship activities at Blue Mountains International Hotel Management School (BMIHMS) at Torrens University. Before joining academia, Dr Presbury gained extensive professional experience in the hotel sector and had held several management positions in Banqueting Services, Restaurant, and Event Sales and Conventions. Rajka is an auditor for the International Centre for Excellence in Tourism and Hospitality Education (THE ICE): www.the-ice.org.   

Dr Marcela Fang   

Dr Marcela Fang is a management lecturer in the Faculty of Higher Education at William Angliss Institute, where she teaches strategic management, leadership and innovation. Her experience includes lecturing, design and development of curriculum for higher education and industry settings. Marcela’s research focuses on leadership, leadership development, evaluation of higher education and training programs, strategy and innovation.  

Prof Karen A. Smith

Prof Karen A. Smith is an Associate Dean in the Wellington School of Business and Government, Victoria University of Wellington, where she is also a Professor of Tourism Management and teaches tourism and event management. She has co-edited four books and journal articles on a range of tourism and volunteer management areas. She makes extensive use of case studies in teaching and curriculum design. 

Bibliographic Information

Book Title : Case Based Research in Tourism, Travel, Hospitality and Events

Editors : Marianna Sigala, Anastasia Yeark, Rajka Presbury, Marcela Fang, Karen A. Smith

DOI : https://doi.org/10.1007/978-981-16-4671-3

Publisher : Springer Singapore

eBook Packages : Business and Management , Business and Management (R0)

Copyright Information : Springer Nature Singapore Pte Ltd. 2022

Hardcover ISBN : 978-981-16-4670-6 Published: 06 January 2022

Softcover ISBN : 978-981-16-4673-7 Published: 07 January 2023

eBook ISBN : 978-981-16-4671-3 Published: 05 January 2022

Edition Number : 1

Number of Pages : XVIII, 505

Number of Illustrations : 1 b/w illustrations

Topics : Tourism Management , Marketing , Management , Operations Management , Artificial Intelligence

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An Assignment On Hospitality Operation Management

Executive Summary In the assignment, an overall context of the hospitality industry is discussed. Here, the hospitality industry is discussed from different perspectives, figuring out different pros and cons of the hospitality business. In

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The Best Hospitality Case Studies You Can Learn From

In our digital age, it’s so easy to see what other guests thought of their stay at your property, and hopefully your Google and Facebook reviews are top notch.

You’ll find that the overall guest experience is vital to your success in the hospitality arena. It’s up to you and your staff to make your guests as comfortable as possible and treat them like they were in their own home.

We find it’s often good to learn from others and those who are doing it right or turned things around.  Let’s take a look at the best hospitality case studies you can learn from.

The Taj Mumbai

According to the Harvard Business Review , the Taj Mumbai is one of the world’s top hotels. Not only is it known for its beauty, but it is known for having the most well-trained employees who are always willing to go the extra mile.

They even note that many of them have worked at the hotel for decades. There is never any question about the job to be done and how to meet the needs of the guests.

While the Taj Mumbai is known for their excellent customer service, they took it to a new level during several terrorist attacks a decade ago.

The employees never left their posts and made it their duty to protect their guests. They were quick thinking and thought of the safety of the guests before their own. Many of them even lost their lives.

So, you can see that the Taj Mumbai has created a customer-centered culture. Their employees know the customers come first, and they seem to enjoy this culture of service.

Experts tend to agree that the recruiting system employed by the hotel has helped them find the most ideal candidates to provide this extraordinary culture of service.

The Hiring System of the Taj Mumbai

Instead of looking to the metropolitan areas for new hires, they head out to the smaller towns. This is because they find employees with more traditional, old-school values. These include a respect for teachers and their elders, a humble spirit, discipline, honesty, and an empathetic nature.

This also helps them find loyal staff members who truly care about the hotel’s many guests.

Often recruiting younger people, the hotel sends new team members to a certification center where they live room and board free for 18 months to learn how to be the best employees they can be.

They also look to schools for their management teams and again spend a great deal of time (18 months is the norm even for management staff) and money training them.

The prospective employees are also trained in a very different manner. They are not told to look out for the hotel’s interests, but they are told to put the guest’s first. They should always put the guest’s needs before those of the hotel.

This not only empowers employees to take the right action at the right time, but it engenders loyalty in both the employee and the customer.

Finally, the hotel instituted a special rewards and recognition program that relies on compliments from guests, compliments from colleagues, and the employee’s very own suggestions.

Every day thank yous are encouraged, and the employees strive to be better every day.

The Wit Hotel

Located in Chicago, the Wit Hotel knew it needed to provide more options for its health-conscious travelers. They wanted to appeal to more appeal, including their loyal clientele, by providing more nutritious food options.

The brought in SPE Certified to help this 300-room Doubletree by Hilton, with one of the best rooftop lounges in the world, meet travelers’ growing demands.

They wanted to up their hospitality level by offering the tastiest, most nutritious food, both catering to their current guests and working to attract new guests from an even younger demographic.

With the help of their consultants, and in collaboration with the hotel’s chefs, they identified existing menu items to enhance. They worked on a number of items and now offer many SPE certified dishes.

These are menu items that are certified and show the hotel’s commitment to sustainability and nutrition and most importantly, to their customers’ health and well-being.

Their changes have had great results and enhanced customer satisfaction.

Arenas Del Mar

Located in Costa Rica, the Arenas Del Mar is committed to new avenues in the hospitality industry.

They are committed to providing their guests with just what they want.

For example, they invest in green technology and only source products that meet their green philosophy. Their goal is not only be sustainable but efficient.

At their resort, they rely on solar energy because they are dedicated to keeping their carbon emissions low. They do this by using solar energy to heat water for their guests’ rooms as well as their staff rooms.

They even take it a step further on cloudy days by using their energy-saving auxiliary water heaters as a backup. Their guests never have to worry, though, as their hot tubs and shower are always as hot as they want.

When it comes to their food service, they have their very own gardens that they irrigate with wastewater. They also work with local suppliers and only source organic food and hormone-free and grass feed meat.

In addition, because the resort is right in the middle of 11 acres of nature preserve, they only use natural cleaning products.

They went 100% organic so as not to leach toxic products into the nature reserve because they want to preserve the fragile ecosystem.

Final Thoughts

You can see from these three different case studies how important it is to put the needs of the customer front and center.

In this highly competitive arena, it is absolutely vital to provide proper customer service training.

Strive to be a customer-centric property. Put the needs of your guests first and allow your employees the leeway to provide the best service to your guests. Don’t tie their hands by making them jump through hoops. (tweet this)

Your goal is happy employees first. Finally, when your team is happy in the workplace, then everything falls into place.  Your customer culture is set, and your customers are incredibly satisfied as a result.

Looking to showcase your hotel? At Hotel Propeller, we build functional, beautiful websites that highlight your hotel to help you stand out in the crowd. You’ll find everything you need to attract guests to your website and compel visitors to make a reservation. Take a look at our showcase and contact us today.  

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