Joining Intercontinental Sydney Double Bay Hotel
Discuss About The Hotel Offers Luxury Privacy For Customers?
Intercontinental Sydney Double Bay hotel was reopened in the year of 2014 after the buyout. The hotel offers luxury and privacy for the customers unparallel to any other hotels in that part of the globe. Intercontinental Hotel Group has more than 180 hotels in more than sixty nations around the world and they are currently one of the leading organizations in hospitality business (Boella, 2017). The fresher’s first job is a very important part of their career and they need to make a strong foundation of experience and skills while working at an organization for the first time and that would give their confidence a huge boost they will be further motivated to work harder to achieve the desired success (Park, & Levy, 2014). This report includes my experiences that I have gathered working in the Intercontinental Sydney Double Bay. Throughout my placement in IHG, I worked as an attendant initially and then I worked in the kitchen of food and beverage department of the organization and finally now I am aiming to acquire a post of supervisor in the front office department of the organization and for that I need to acquire some much needed managerial skills and then I will be ready to take up a job of a manager. The report further reveals the business strategies of the organization, along with the induction training and other training programs arranged by the organization.
I embarked on my journey as a professional in Intercontinental Sydney Double Bay, a five star hotel chain. I joined the organization as an attendant and started working here from the last financial year. I made a decision to continue as an employee here for the next financial year too after seeing the prospects of my career if I work here, as I felt that, I will get to learn a lot of things here. Getting through the barriers of long interview and tests before joining the organization was an epic and I still remember how excited I was back then.
After completion of my hotel management course I was filling up forms for various posts in various hotels, and then I noticed this organization Intercontinental Sydney Double chain of hotels and I was amused to see that I satisfied all of their criterions of the recruitment process, and after seeing the job description I too was excited to join the organization. The full background of the organization was provided in the home page of their website and various vacancies for various posts were also mentioned in the career link of the website and did not take too long to find (Ivanov, 2014).
The Induction Process at Intercontinental Sydney Double Bay Hotel
Back in the year of 1961, Intercontinental hotels opened their first hotel in Middle East and later they spread their business all over the world and became the first organization to operate in Eastern Europe (Baum, 2016). After a lot of changing of the ownership, the organization is currently owned by Bass from the year of 1998. The organization in today’s market is known as one of the finest hotels to visit and financially one of the biggest hotel chains around the globe (Berezan, Millar & Raab, 2014). I joined their branch in the Sydney double bay and working here as an attendant since then. The organization currently has over 300000 employees around the world and offering lucrative jobs have attracted me to drop an application for a post in the organization. That is how I embarked on a journey with this organization.
In the process of interview I was asked a number of questions which were set before and after answering the questions I were asked to solve some reasoning problems to check how I deal with the critical situations. After the basic interview and reasoning test I had to deal with customers to prove my intrapersonal skills and after everything I was interviewed by te manager of the branch for my personality test. Then after the long process of recruitment I got selected to work for the organization.
In my tenure in this organization it has been very beneficial for me as I joined the organization after acquiring some theoretical knowledge about hospitality management, but, while working here, I got some major practical knowledge which is helping me a lot to evolve as a professional in this sector. I received some knowledge regarding how to get works done in the front office, food and beverage or housekeeping sections but while working in here I am getting all the practical knowledge that is helping me to metamorphose. It can be said that, this placement is helping me a lot to understand the facts that what people are going through in this industry and what are expected from them. This is encouraging me to know what I expect from my career and what would be the best suited position for me in near future.
The aim of the induction program is to ensure that the newly recruited employees are given all the guidance and necessary help for completion of their tasks to the set standard of the organization. This process begins while the recruitment process starts, like, when the recruiter first contacts the job aspirants.
Intercontinental Sydney Double Bay belongs to the Intercontinental hotels ggroup. This hotel chain is one of the leading organizations in the hospitality industry around the globe. The hotel chain currently owns over 5000 hotels with over 300000 employees working for the organization in one hundred nations around the world (Gannon, Roper & Doherty, 2015).
ntercontinental Sydney Double Bay can be said a luxury 5star hotel situated in the eastern suburb area of Double Bay Sydney. The building was inaugurated in the year of 1991 and many celebrities have resided there since the hotel started its journey, for an example it can be stayed that people like George w. Bush, princess Dianna stayed there for a few times. This hotel is currently owned by IHG brand containing over 140 guest rooms and suites with luxurious balcony and residence. The organization provides all the luxurious facilities with rooftop bars, unique cafes and restaurants. The organization provides live music with lots of other recreational arrangements too (Boella, 2017).
Joining the organization and becoming a part of it is an achievement for me according to me and like every other organization this organization held an introduction day for the new employees. The management of the hotel arranged an induction training when we started working here in order to let us know how the organization work and what the management is expecting from us and for our general understanding of our work. A general view of the workplace, specific details of the department where I have been posted were included in the induction process. The floor manager introduced us to the other senior employees as other managers of the organization and the members of the department where I was posted. In this process the day before joining all the new employees can get a general overview of what they will be doing in the workplace and they get a clear bigger picture of where they are getting into. Apart from that, there should be an open communication between the managers and the new employees of the organization by sharing the experiences the managers have already gathered by working in the organization for quite long time. The managers should make it clear to the new employees in this process that what the customers generally expect from them, to maintain the reputation of the organization, as in hospitality business customer satisfaction is the most important thing. The managers should also ask the new employees to get engaged in the induction process to practice the same way they elaborated everything rather than just demonstrating stuffs without any responses from the new staffs (Hargreaves, 2015).
Thus it can be said that, this induction process is one of the most important steps of recruiting new employees and helps to reduce the employee turnover cost. Particularly this organization’s induction process include a balanced information regarding the organization and about each department where they are recruiting new employees. In this organization, the induction process does not take too long, consists of a well planned welcome program to make the new employees comfortable in the new environment (Bowie et al., 2016).
Finally it can also be said, that the organization could have included some informational and training books that can help out the candidates to know everything they need in any time and they will be able to keep a copy of everything they were taught in the induction training.
At Intercontinental Hotel groups the new employees receive a huge opportunity to learn and gather experience and become a professional. The training program even includes personality build up allowing the employees to become a future team leader in the organization. This program provided by the organization is known as I-grad program. The whole training procedure takes somewhat eighteen months to complete and this training program is immensely popular among the newly recruited employees as they become confident about their work and their ambition of becoming a valuable employee for the organization, or ambition of becoming a team leader gets boosted by this program (Solnet, Boztug & Dolnicar, 2016). The main structure of the entire training program is given below to point out the plans of the governing of the organization that includes:
- Gaining the fundamental principles regarding how the business operates.
- Building up hands on skills and experience the roles and duties of the post th employee has been given.
- Administering a creative plan from the beginning of the course to the end of it.
- The learners receive instructions directly from the general manager and other important senior employees of the organization.
- The new employees will receive leadership experiences with an internationally reputed brand of hotel group (King & So, 2015).
- The employees get to become a part of a globally acknowledged organization and probably one of the best in the industry.
The initial six months of this program includes better understanding of the operations of the hotel and the learners are asked to spend time with the front line employees, so that they get to know how each staff contributes to the cumulative success of the organization. This process helps the new employees to build strong intrapersonal skills and allows them to make good relations with other departments of the organization. in this phase, the employees are allowed to work in the front office, beverage and food department in the kitchen and in the banquet department for the development of their basic skills in hospitality industry (Dredge, Airey & Gross, 2014).
After getting the general overview of the organization, the new employees are allowed to choose their specialization field or they are allowed to choose a department to work in according to their capabilities. This phase lasts for near about 26 weeks to get completed and stresses on the supervisory level to enrich the employees with specialized knowledge about their chosen departments. In this phase, every trainee is given some responsibilities that help them to become more confident with their work and to become a good team leader who can handle various critical situations (Lopes, 2016).
Apart from the other phases of the training program, this phase stresses on the involvement in their life beyond I-grad. This future leader’s program of Intercontinental Hotel group can be considered as a program having an open door for all the graduates of hospitality management (Brown et al., 2014). Every I-grad graduate receives a support and resources that any individual would be needing to become a successful professional in their career. The difference between Intercontinental Hotel groups and other hotel chains regarding the training course is that the IHG organization does not assume the student’s specializations or force them to join any department against their will. This future leader’s program is thus designed in such a way that it meets all the requirements of the individuals considering their previous experiences acquired. The governing body of the organization knows the fact that just as two different brand of hotel chain cannot be alike, same way, every employee is different from the other employees of the organization (Hallak, Assaker & Lee, 2015). Thus the organization makes it sure that the training program would be customized for every individual trainee so that they do not face any trouble at the workplace. It can be said that the organization provides an opportunity to rehearse in the position of management level to be able to instruct and evaluate the performance of the employee during the training process.
It is a fact that other popular hotel brands like Marriot provide a management development program just like I-grad course. Marriot’s training program provides a general training and rotates the employees in various departments such as Hose keeping, Banquet, Food and beverage and many more. Their training program lasts for 12 months and they have set a timetable for completion of the course, but it is a matter of fact that, the Intercontinental Hotel group’s training program is much more practical and easy to take up with than any other courses provided by the leading hotel groups around the globe (Getz et al., 2014).
The organization Intercontinental Hotel group stresses on conveying significant development of the business with a maintained growth in generating revenues and benefits. the governing body of the organization aims to develop the organization in a way, that, the customers and the owners of the hotels can be able to trust the organization and they give them priority as the first choice by managing a good functioning system in the hospitality industry and at the same time targeting the biggest markets in this sector of business (Lopes, 2016).
It has been a fact that the organization’s strategy in stressed on giving quality growth markets by providing coherent sustained development and boosting the revenues over a long time. As an example, it can be said that, the organization made multiple developments regarding technological infrastructure to provide better experience for the guests of the organization. Then the management considered improving the mobile apps so that many people can enquire about things in a much easier and compact way, and this policy can be considered as a successful when the rate of downloading the app got increased by 27%, and that made a huge boost in the confidence of the managers of the organization. After improving the app the bookings via online and phone got increased by 40% and that is a real achievement for the organization (Brodie, Hollebeek & Conduit, 2015). These small changes in strategy resulted in 1.2 billion dollars of revenue in a single financial year for the organization. Apart from these, it was revealed that nearly 805 of the general workforce of IHG believes that they contribute their best to make the customer service of the organization better than any hotel groups, so that, the organization reach the top in the hospitality industry, as it is a well known fact that if at the workplace environment is friendly and comfortable, the reward and remuneration is good and the employees can benefit from the training programs they would be eager to serve the organization with high level of motivation and loyalty (Lopes, 2016).
The organization made a five years plan on the ear of 2012, and according to the plan they set a target for the five years (2013-2017) of creating a responsible business and making a shared value for IHG, for their stake holders, for the environment and for the sustainable communities. Precisely, it can be said that the organization provides experience and necessary skills and increased vacancy for 20 thousand individuals. At the end of the year 2015, the organization decided to double the targets they have set already. It has been said that the organization would stress on expanding in an aggressive nature to generate more profitability and to make the foundation of the organization stronger than ever by increasing the loyalty of the customers, as in hospitality industry it is a well known fact that the old loyal customers generate the revenue more than new customers (Chang & Tse, 2015).
From November 2014, the primary objective of the organization was to increase the revenue and offering various packages for the customers to increase the time of their stay by promoting their organization, giving flat discounts on pricing and various other offers to attract them (Šeri?, Gil-Saura & Ruiz-Molina, 2014).
IHG Reward Club Members stated that the organization offers bonuses up to 1000 points and these points allow the customers to convert them into free transportation or with those points they can buy other brand merchandise. If the customers manage to gather 10000 points, they would become eligible to stay at the hotels of IHG one night for free. Apart from that the customers can use their points to spend in the lounge bar, breakfast, twilight beverages and many more places (Dolnicar, 2015). The organization offers a unique benefit to the loyal guests who stay there for longer time and visit their hotels frequently. These customers can upgrade their stay in an upper suite room without any extra charges, like they can stay in a better room by paying the rent of a cheaper room. Another plus point of this particular hotel is, they can accommodate up to 400 customers any given day, so that generates some significant amount of revenues for the organization (Li, Yen & Uysal, 2014).
Finally it can be said that, the success of the organization is totally dependent on the loyalty and commitment of the employees of the organization, as these employees are the nucleus of the organization. The key to their success is the loyalty and motivation of their employees and that is something that the customers love (Dawson et al., 2014). The HR department of Double Bay hotel of IHG always looks after the matter of employee retention, their satisfaction and whether their needs are being satisfied or not. The organization allows the employees to gain experience and get knowledge or training regarding their specialization, and this process is not at all mandatory (Dolnicar, 2015). If an individual wants to upgrade their profile they can join these training programs, and this feature is unique and attracted attention of many strategists around the globe. Thus, it can be said that employing various strategies, the Intercontinental Double Bay hotel have emerged as one of the finest organization in the hospitality industry in terms of profitability, customer satisfaction and satisfaction level of the employees.
The plinth of an organization stringently depends on the establishment of the relationship between the stakeholders and the organization itself. It entails effective business strategy in the practical market. Stakeholders can precisely be categorized in two segments:
- Internal stakeholder- the organizational body, the directors and other administrative bodies of the organization
- External stakeholder- the investors and the clients who keep direct observation on the organization from the outer environment
Establishing the engagement between two sets of stakeholders is a prime task whereby a business is accumulated (Skokic, Lynch & Morrison, 2016). Moreover, in terms of hospitality business, the relationship becomes far more intricate as the external stakeholders are prioritized because of core business objective. Since this has remained a blissful understanding that the stakeholders play quite effective role in the decision making process of carrying out the business plans while encompassing a comprehensive market study, a formulating process ought to be devised. As per the analytical observation of Enz, intelligibility of an organization pertaining to the need of both the stakeholders is quite essential since it helps the company achieve a cumulative goal that has long been set for the purpose of profit maximization (Moufakkir & Pernecky, 2014). The association of the chosen hotel chain has remained effectively stringent in identifying the most essential stakeholders of the company.
In the hospitality business, the guests and clients are considered to be the external stakeholders. They are known to be completing the objectives of the hotel in a particular time frame. Since the Inter Continental Sydney Bay provides the customers and the clients with 5 star ambience and luxurious facility, considering the external stakeholders among the most delegate people becomes an obligatory responsibility of the company. More than the customers and the clients, the hotel identifies the suppliers as the external stakeholders as well. Having its own food and beverage facility store, the hotel preserves the right in the selection of the suppliers. As a matter of fact, it has been observed that most of the suppliers act as the client of multiple organizations (Srinivasan & Karmarkar, 2014). This becomes pragmatic as they are in contract with the other hotel chains or individual hotels as well. Hence it becomes essential to keep a positive check on the suppliers as most of the companies want to retain the best and the cheapest suppliers to ensure cutting of cost with the effective chances. As a matter of fact, this has been taken into certain consideration with the effective understanding of the entire case. As a matter of fact, this has been taken into certain consideration pertaining to the effective culture of the organization in terms of prioritizing both the stakeholders. In order to maintain a stronger relationship between the stakeholders the organizations need to be strategizing effective plans. These plans are going to e effective in terms of making it proper understanding with the effective chances in terms of clearing the doubt with the process (Skokic, Lynch & Morrison, 2016).
Since the suppliers are acknowledged to be one of the strongest hotel partners, there needs to be a properly authenticated contract mentioning and ensuring facilities that are to be enjoyed by both the parties. It has been observed that intervention of the outsourcing agents have often worsened the situation. This is how the most effective chances are to be specified with the help of a diagonal objective. The most significant understanding of the entire case has to be the basic chance for making out a process of distributions management system through an effective strategy (Zhou et al., 2014). These strategies can be executed through discount policies that ensure best items or services in reasonable price. Such process would not only cut the overall cost of shipping and distribution, but would also ensure longer terms of business contract. Jones has observed that “local suppliers should be the first choice for all business as they offer a range of good items and service with reasonable price”. Hence, selection of local suppliers would not only strengthen the business bonding between the organization and the stakeholders it also would offer best business deal thus easing the process of profit maximization (Van der Wagen & Goonetilleke, 2015).
The other imperative partners of the hotel are the government and the local community. In order to run a business, an organization is authentically expected to adhere to some certain rules and regulations and code of conducts formulated by government. These are followed in order to ensure a strong participation in the public forum thus confirming the establishment of the base that has to be taken in order to confirm the establishment of business in official acknowledgement.
he interrelationship between the external stakeholders and the organization has been studied with the help of empirical manner. The interrelationship between the organization and its internal stakeholders becomes quite effective in determining the success of a business internal stakeholders are the managing body and the workforce of the organization who are directly associated with the organization (Dawson et al., 2014). They are the core members of the organization. As a matter of fact, it has the positive understanding of the fact, pertaining to the understanding of the issues pertaining to the effective case so as to find out how this would delve into the process of strengthening the human resource management system (Zhou et al., 2014). During the placement of the workers, it needs to be ensured that the provision of support needs to be driven from the managers. For instance, the banquet manager during an event would be the most flexible ones for the allocation of staff. Communication management becomes effectively essential in terms of making it a proper understanding with the fact of basic provision for the entire concept. The needs of the clients are to be taken into consideration while strategizing the concept of risk management (Van der Wagen & Goonetilleke, 2015). During the short in the staff movement, a lacuna is always created that hinders overall development of communication. This needs to be ensured that most of the business communities are to be taken into a single room so that they can internalize and reconcile the objective of core business. This would definitely become important while demonstrating professional success of an organization.
The duration of my service was not very long in IHG, but whatever i know now, are all because of the training program of IHG. It is a matter of fact that I got to learn several things from IHG that helped me to evolve as a professional. Thus, it can b said that by this point of my career, I have my job knowledge, and I possess the expertise on a particular department. In my opinion I have some key strength that will help me to excel in my professional field, and those are mentioned below.
In the training programs arranged by IHG I got to polish my intrapersonal skills and I think I have finally acquired the skill a bit. I have faced situations like where I had to interact with a VIP guest at our hotel and arranged everything what he needed single handed. I did not even look for my seniors. The customer was naot at all satisfied as he did not receive the club amenity which he was entitled to. I just talked to him once for the details and sorted the issue, and that made me a centre of attraction among the fellow colleagues in the organization. I too made sure that the customer was satisfied and he would definitely visit our hotel whenever he comes to this part of the globe.
Time management is another strength I think I have acquired when I was working for IHG. This is a skill that helps any individual to reach the top very easily, as this is something that has to acquire with pure dedication and presence of mind at the workplace (Moufakkir & Pernecky, 2014). At work, I used to make a structure of my works and segregate them in hours based work by prioritizing their importance. I used to set a timeline that helped me a lot to work faster without affecting the quality of the work. I loved to finish off the targets before the time allocated. Sometimes some issues arose when I had to alter my timeline to get the important job done.
Once I faced a situation, when, the owner's family visited the hotel to stay in-house to spend the holidays. One day the members of the owner's family were at the club of the hotel and I was working there that day and was handling the work with a few helps as there was a problem with the roster for that day and many of our colleagues had their day off at the organization. That day at the club the pressure was immense, but I was luckily able to satisfy all the guests along with the members of the owner's family. That was the day, when I realized that whatever the situation may be, an employee of hospitality industry will have to stay calm at any situation in order to become a successful employee in no time.
During the first six months in the Sydney Double Bay, I was blessed to polish my skills and I thought that this could be a great chance of working hard and brushing my skills for the near future. I learnt several things like cooking continental cuisine, making coffee and many more. I thought that I should work hard to learn how people work and achieve success in the food and beverage department in hospitality industry, as in the training process we were highly motivated by the managers of Intercontinental Double Bay. At that time all I knew was, that was my biggest opportunity to learn and emerge as a highly skilled professional in hospitality industry.
In intercontinental Double Bay, I received the opportunity to learn various skills in food and beverage department and I made a good use of that and initially I suggested some of our VIP guests a brand of wine and some foods like roasted pork ribs and double fried lamb with barbeque sauce and they liked it very much. Then one day some of our continental chefs did not turn up in the hotel and that lead me to cook something for the guests and astonishingly I received some very good reviews from the guests. That was a big achievement for me as I was very new in the business and I got good feedbacks from the guests who tasted the foods made by me. Those feedbacks boosted my confidence like anything and that motivated me to work further to brush up my culinary skills more.
After completing the hotel management courses and serving in Sydney Double Bay I got the experience of somewhat five years and now I am aiming the post of a supervisor in the front office section of hotel business. It is a fact that, to work as a supervisor, anybody would require strong managerial skills and that is what I need to acquire at this point of time in my career. That is why; I think that I need to work more in some other departments in hospitality business to acquire the necessary skills to embark on a managerial career in hospitality industry.
Thus, it can be said that, joining as a new employee in Sydney Double Bay was a fun to work but as I evolved as a professional aiming to reach the top of this industry I realized that I need to work hard to get the desired success in this field and I will be needing much more experience in this business to metamorphose as a manager with higher intrapersonal skills and other managerial skills.
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