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The Reflective Portfolio is a means to review what you have learnt on a weekly basis, how concepts have related to your past experiences, how concepts could be applied to enhance your performance as a hotel leader, challenges and areas of confusion and other thoughts / opinions relating to your weekly learning experience. It is also recommended the unit learning outcomes are reflected upon for each entry.

The Portfolio can be presented as a weekly / topic journal, for example:

Introduction to Front Office

Executive Housekeeping

Effective Inter-departmental Communication

Preparation and Review of Night Audit

Safety and Security

Labour Cost and Staffing

Facilities Management

What is your outcome and how can you summarise your learning in relation to this outcome For example: In response to Week 2 Introduction to Front Office, the author has learnt of a number of issues related to hotel service delivery, including but not limited to the value of employee motivation.

Introduction to Front Office

In week second, I have learned many things that can be significant to enhance my performance as a hotel leader in hotel. In this week, I learned about the front office management where we mainly focus on some significant areas. These are departments with front office, location of front office, roles and responsibilities in specified department, and the service cycle. Others are Different services for different type of hotels and guest expectations, Contemporary changes to traditional roles, Equipment (PMS) and Inventory, and Tutorial: academic expectations and research. At the same time, I also create my understanding about front office. As a hotel leader, I seeks that the front office is important department for any business so all employees have needed to understand the significance of hotel  from office due to easily enhance the revenue in long-term. In addition to this, I also analysed that in the front office department three managers plays a significant role to solve the front office issues successfully.

These are directors of rooms, front office manager, and assistant front office manager. Directors of rooms assist front office executive and assistant front office executive. While, front office executive control assistant front office executive in case they have any issue then it solve by the office executive. At the same time, front office executive assist duty officers, night managers, and chief concierges along with some additional employees are also handling by the front office executive in a significant manner. In additionally, I have good interpersonal skills, which supports me to make an effective relationship with team members along with customers. An effective relationship can directly influence the performance and productivity of an organization significantly. I can also imply my interpersonal skills to boost my personal life successfully (Armstrong and Taylor, 2014).      

I also develop my understanding regarding the guest cycle, which can be imperative part of the enhancement of the profitability and improve the financial condition of hotel in long-term. The guest cycle incorporates four important factors such as pre- arrival, arrival, departure, and customer experience. Moreover, on behalf of pre-arrival, we develops our knowledge about creating the reservation, afterward knows the ways of welcoming and registering the guest significantly. Subsequently, understand the ways of on-going services and Check out/ settle the account and obtaining feedback (Beardwell, et al., 2014). 

The understanding of whole process is significant for me due to assisting the subordinates in an efficient way. Additionally, I have also create my knowledge towards the communication in an appropriate manner because communication is essential part of front office wherein communication is complete among house sales, service delivery to guest, and financial operation. Additionally, it can be said that effectively communication with team members can deliver right message while inappropriate communication can create the miss communication among team members, which can also affects the service delivery of hotels in long term. A service delivery can directly affects the growth of company (Brewster, et al., 2017).  

Executive Housekeeping

At the same time, I also understand some significant kinds of activities are completed by the front office managers, which is also essential for me due to successfully lead the front office manager in upcoming period. These activities are workforce satisfaction, training and development, Budgeting, and opportunities for room sales. The most important factor that bothers me is the enhancement in amount of employees’ turnover (Sparrow, et al., 2016).  

I analysed that there are some significant factors that affect employment such as occupancy, arrival, departure time for the day, kinds of property, location, market classification, rates, and workforce knowledge capability. Therefore, I learned about approach which can be essential to decline the employee turnover form an organization in an efficient manner. Moreover, I learned that motivation is a significant approach that can decline the employee turnovers and eliminate the factors that can influence the employment. Additionally, I also learned a way by which employee can easily motivated (Chelladurai, et al., 2017). 

These activities are related to offer the flexibility in working culture, scholarship, monetary rewards, recognition, and promotion. At the same time, such activities or ways can be essential for me to overcome the employee turnover issues in upcoming period. I also enhance my knowledge regarding the application of modern technology in services successfully (Heizer, 2016). 

Technology knowledge can supports me to save my time and cost and improve my confidence level significantly. I also create my understanding regarding the PMS network to successfully accomplish the task of an organization by automation. I have also understated some significant kinds of techniques, which will be beneficial to save time and cost of an organization and assisting subordinates in long-term (Atkin, et al., 2014). 

 In week third, I have learn about the executive housekeeping to getting the work by subordinates in a significant manner. I gained my understanding about the housekeeping department significantly, which can be effective to guide the executive of housekeeper and enhance my confidence level in long-term. I have learned that in housekeeping department two executives are significant for successfully performing the activities of housekeeper such as executive housekeeper and attendant supervisor (Glendon, et al., 2016). 

The attendant supervisor is assisted by executive housekeeper in the housekeeping department. At the same time, it can also be said that attendant supervisor two executive and they also assist many employees. Thus, I also analysed that executive housekeeper should always be having effective communication level due to directing the subordinates in long-term and accomplish the task of an organization.  Moreover, i also know about some significant area, which could be essential for enhancing my performance in upcoming period within the hotel. These areas are such as occupational safety and health management, housekeeper reporting, and material safety. Others are Inventory control, Communication—English as a second language, Room assignment/workload, Training, Cleaning control, and outsourcing (Halford, 2016). 

Effective Inter-departmental Communication

At the same time, i also learned about the importance of training for the new and existing workforce, I analysed that training and development can motivate the employees towards their work. It can also supportive to improve the financial performance of organization in long-term. Along with this, I also analysed that the understanding regarding training and development can supports me to direct my group members or subordinates to regarding any training and development activities issues in upcoming period. I also learned that which kind of factors can affects the training and development such as time, trainer knowledge, appropriate resources, location to conduct training and development section (Kavanagh, et al., 2017). 

Therefore, I can be said that a depth understanding regarding training and development can improve my working style in working place, which can be supportive to obtaining the organizational goal min less time and cost in long-term. Additionally, I also learn about the inventory control, which is essential for saving the time and cost due to managing the inventory of an organization. At the same time, the inventory control incorporates linen management and guest amenities. Moreover, I also gain my knowledge regarding cleaning control and know the importance of clean management (Jackson, et al., 2014).  

I also know about the management of shifts of subordinates to offer the better facility to the customers. In the shift management, I understand how a shift can positively or negatively affect the performance of hotel services. Moreover, OSHO (occupational safety and health administration) is used by organization due to sending every workforce in their home in an ethical manner. At the same time, I also analysed the importance of OSHO in an organization, it can be supportive to positively encourage the employees for decline the stress level of employees regarding the safety and occupation (Armstrong, et al., 2014).  

Moreover, I analysed that organization has change in the rules and regulation of OSHO by made new safety and occupational programmes to their employees and attract them in long-term. At the same time, I think that such kinds of activities can enhance the inspiration level of employees and make a positive image in workforce mind. It can be supportive to boost the performance of organization in long term (Purce, 2014).  

Additionally, I also learned about the sustainability in the hospitality industry. Sustainability refers to perform the corporate social responsibility activities in the organisation due to enhancing the brand image in customer mind. At the same time, I also learned that the CSR activities can also supports to make a positive relationship with customers in long-term. The CSR incorporates three important factors such as social, environmental, and economics. In addition to this, CSR forces organization to behave in an ethical manner. It could be complete by conducting an appropriate behaviour with workforces, customers, market, environment, community, ethics and human rights (Boella, 2017).  

Preparation and Review of Night Audit

I also know about the barriers that affect the CSR activities, which can be negative impact on the growth of an organization or successfully conduction of CSR activities in the working place. I also learn about the global environmental issues that also affects the performance of an organization significantly. I also gain my understanding about the waste management, which can be supportive to control the waste material of an organisation in long-term. Additionally, I also learned about the significance of CSR activities, I understand that CSR activities can also supports to manage the upcoming risk in a significant manner. I learned about some significant kinds of risk factors that can be eliminated by performing the CSR in the organization (Seyitoglu, et al., 2015).  

These factors are conflict management, brand image, government interference, keep trust and support the community. I also learned about the EMS tools that can be significant to improve the daily business practices.   

In the week 4, I learned about the effective inter-departmental communication, which can be supportive for improve professional skills in a significant manner. In this section, I learned about the role of front office in interdepartmental communications, which will be effective to boost my professional life in an efficient manner. Front office has maintain many department query such as banquet, marketing and sales, housekeeping, human resource management, security, maintenance, and controller (Bakanauskien?, et al., 2015).

Here one of significant thing, which I have learned that corporation and communication significant for an organization due to improving financial performance significantly. Along with this, I also learned that how communication and coordination make a strong relationship in long term together with improving my personnel and professional life in upcoming period. I also gain my understanding regarding POS and PMS system that is significant to improve my confidence and performance. Communication amid housekeeping and front office is vital because of deliver the hospitality to customers (Mackenzie, et al., 2014).  

At the same time,   I also analysed that communication can be essential for every department due to accomplish the task of an organization significantly. Additionally, I was aware about the inter-departmental communication, but here I gained my understating more by create my understanding about new factors that can be essential to successful inter-departmental communication. Moreover, I learned that F.O and F&B department communicate regarding expected number of customers for hotel, confirmation of the guest, availability of food and beverage for guest, and availability regarding the advanced and on the time booking of restaurant (Martínez, et al., 2014).

Safety and Security

It can support to enhance the financial performance or image of hotel in the market in long-term. Addition to this, it is addressed that F.O and Banquet department communicate with each other regarding scheduling the events and bill payments of potential customers. They also communicate regarding daily activity of hotel that can be related to time, group, and room assignment. As well as, I learned that F.O and Maintenance department communicate regarding the status of room, demand for maintenance services. It can be significant to direct the team members for their roles and responsibilities. Additionally, F.O and HRM department communicate regarding the selection of candidates (Chauhan, 2017).  

The front office executive pass resume to HR manager for conducting interview. At the same time, I learned that front office department is more essential than other because it deals with many departments, which can be significant for my upcoming period. Along with this, I also gained my knowledge regarding the strategies of marketing and sales, which can be essential to increase the sales of organization. These strategies are such as sell room to customers, assigning info to visitors, cross-selling, enhanced revenue, and guest feedback. At the same time, it can also be said that such strategies are significant for easily enhance the sales of hotel in an efficient manner (Nikolic, et al., 2017).  

Therefore, I want to say that the knowledge of such strategies can support to manage sales department and improving the performance of hotel that can improve my professional life successfully. I also know create my understanding about the appraisal, budgeting, and training programme. It can be supportive for enhance organization sale in less time and cost effectively (Kumbirai, 2014).                       

In week fifth, I have gained my knowledge regarding the night audit where financial activities of clients are maintained and balanced. At the same time, I also learned about the duties of night auditors such as tax rates, changing rooms prepare data for hotel and confirming their all balances, controlling procedure makes charges and payments. At the same time, I have also created my understanding regarding some activities that can be effective for upcoming period. I think that an organization can determines its goals and objective before starting any business or work. In hotel industry, the task can be related check in and check out, security, reservation, and emergency system. Additionally, I have also learned about night audit process and how to make night audit process are also determined by me (Walker, 2016). 

Labour Cost and Staffing

At the same time, I want to say that the knowledge regarding night audit process can be essential to improve the performance of hotel in long-term. I was little bit aware about the night audit process but through this session I have gained more my understanding, which can improve my knowledge level and enhance my personality. Therefore, it can be said that as a hotel leader it is compulsory to each individual they could be aware about the night audit process. I also learn about the components of night audit such as manager report, departmental sums, and guest accounts (Ahmad, et al., 2014).  

At the same time, I have also create my understating about room and tax, total foods and beverage sales, sales of banquets, payment of conference room.  I also learn about the rates report, total revenue, and balance account receivable. On behalf of my perception, I think that depth knowledge regarding the components of night audit can support to make effective reports, which can support to hotel in order to accomplish the goal of hotel successfully. In addition to this, it can be said that some different kinds of additional task, which can be manage by executive such as room checks, additional projects, safety and security, monitoring guest flow, maintaining overnights associates together with ensure the employment durability (Chiang, et al., 2014).  

At the same time, such kinds of activities can be essential to improve my multi task management skills in an efficient manner. The multi task management skills can be significant to getting work or task from subordinates in a significant manner. In this section, I have also gain my understanding regarding overbooking, which can be essential for providing hospitality to the guest. Moreover, I have learned that the occupancy management policy can be effective to manage the issues of overbooking, which could support to hotel to enhance the financial performance and manage the losses, which has been occurred by overbooking (Bilgihan, et al., 2014). Along with this, I have also learned about the occupancy management formula, where some significant factors could be considered. These are such as availability of actual numbers of room, confirmed reservation, guaranteed reservation, estimated stay overs, estimated walk-ins, and estimated under stays. At the same time, the whole process can be significant to improve my professional life in long term. Sat the same time, it can also be supportive to eliminate the financial risk in a significant manner (Knani, 2014).

Facilities Management

 During the week 7 and 8, I have gained understanding about safety and security in the tourism and hospitality industry. In this session, I have leant that safety is created to defend the people and their property with injury. These injuries can be created by accidents and negligence. Together with, I have gained understanding about the security which is created to keep the people and their property from loss and injury. These injury or action can be occurred due to intentionally. Hence, as a leader, I have learnt that safe environment should be provided to guests who visited in hotel. Further, I have increased my knowledge about cooperation of the guest as it would be beneficial for meeting the financial objectives of organization. This week is also beneficial for gaining understanding about challenges of safety and security at hotels. In this way, I have learnt that leader should not retreat to use the security procedure within the organization. When I was working in Exchange Hotel, I have retreat the security procedure from hoteliers unintentionally but it was created negative impact in customer’s mind. It has also created negative impact on the financial performance of the company.

During this week, I have gained knowledge in different areas of safety and security such as WH&S, and fire safety. Together with, security includes the personal and property security, terrorisms and other crimes, and risk management. I have also learnt regarding the room division activities. In this session, I have learnt that when an hotelier comes for assistance in hotel due to theft, fire, illness and other emergency, then leader should be prepared about who will they call and who will respond towards them. In this case, front office would be responsible for respond to customers. Further, the employees who are on duty cannot leave the front office and resolve the emergency. Front office staff should communicate about services and process of hotels with the customers in an effective manner. Along with this, in case of any emergency, the security department must be respond promptly. This session is really beneficial for me because as a hotel leader, I will use room division strategy in my plan as it will have positive impact on the customers as well as financial objective of the hotel.

In the week of 7&8, I have also gained understanding about the role of security department.  In this session, I have learnt about setting the procedure providing training, and organizing programs in order to encourage guest and safety to employees. I have also learnt that leader can prevent from emergencies by making planning of services. Along with this, hotel manager should train the entire workforce to respond at the time of emergencies. It is analyzed that the director of security is a skilled professional who should make sure that in the busy season, hotel is filled with employees, equipment and guests but it should be remained safe (Kagnicioglu, et al., 2014).

Occupational Safety and Health Management

During the week, I have gained understanding that different kinds of safety is required in hotels such as guest Safety , Employee safety (WH&S) and on property which contains the substance abuse and Fire Safety. To provide the guest safety, hotel manager should ensure different facilities in bathroom such as slippers, hot water, mirror and screens, and electronic hazards. Together with, manager should focus on another accommodation like loose tiles, carpets and rugs, car parking facility. I have also learnt about the duty of employers in the hotels. In this way, I have learnt that employer must keep a safe working culture and safe system to act as well as facilitates the plant and material in a safe condition. I have also gained understanding about the employee safety and fire safety that was beneficial to me to protect the hotel from fire in future.

During this week, I have also gained my understanding about the critical element of security. In this way, I have learnt that security is included different elements such as phone key entry, key control system, electronic lock system and locking guest room doors. This week is also effective to me to gain my knowledge about Terrorism. In this way, I was able to protect the hotel from Terrorism and how to respond in Terrorism attack. I have learnt about in-house and contracted security. In this way, I leant that hotel general manager must assess how to deal with in-house security department. In some circumstances, general manager should focus on the external forces like economic forces in order to purchase the outside services.

In the last, I have gained understanding about risk management which was beneficial for me to avoid the uncertainties from hotel in future. In this session, I have learnt that risk management is the action that keeps the possibilities of something happening that will have an impact on the objective of the business

In this session, I have gained understanding about how to control profit and loss of the business. In this way, leader should understand the forecasted occupancy, understand forecasted average rate, and control deliveries. Along with this, leader should spend in good month with the high tenure and high rates and should save in flexible months (Walker, 2015). 

 During this week, I have also learnt about the Australian hospitality industry that was beneficial for me to get high growth in future. I have gained understanding regarding federal law which is regulated by Australian government. These laws are fair work act 2009, and politics has major power in the regulations. I have also gained knowledge about hospitality industry award 2010. This award is applies to all hotels and applies to restaurants within hotels (Felicen, 2014).  

Housekeeper Reporting

 In this session, I have also gained understanding about Enterprise Bargaining Agreement (EBA). This agreement contains different terms such as nominal expiry date for the agreement that is less than four years. This agreement also includes disputes settlement procedure and fair work commission. This session also gained understanding about flexible terms of EBA. This term allows making individual flexible arrangements with the intention of attaining the genuine requirement of the employers and workforces. I have also gained understanding about the consultation term that is required for the employers in order to consult with their staff about any workplace alteration that will have significant impact on the business. Under the EBA terms, the rate of wage for employer cannot be less than the appropriate rate of pay. This term also involves the modern award and national minimum wage order (Woods, 2013).

In ninth week, I have gained my understanding regarding labour cost and staffing, which can be supportive to gain my knowledge and make a strong relationship with employees in log-term. In this session, I have learned about implementation of labour cost and cost control in the hotel, and also know about HIGA (hospitality industry general award), and EBA (Enterprise Bargaining Agreement). At the same time, I want to say that knowledge about such factors can be supportive to gain my existing understanding and improving the performance of hotel. I also learned about some significant factors such as budget, turnover, profit, gross operating profit, net profit, and performance indicators.at the same time, I also learned about fixed asset and operating assets (Leite, et al., 2014). 

In addition to this, I also learn about operating expense budget, which can be supportive to identify the day to day activity in business process. At the same time, the operating cost considers some significant factors such as labor expenses and related cost and controllable expenses. I think that knowledge regarding operating cost can support me to save the day to day activity expenses in a significant manner. I have also gained my understanding regarding revenue, controllable cost, payroll and related cost, and departmental profit. In addition to this, i also learn about the departmental profit together with factor affecting of departmental profit (Higgins-Desbiolles, et al., 2013).

In this session, I have gained understanding about how to control profit and loss of the business. In this way, leader should understand the forecasted occupancy, understand forecasted average rate, and control deliveries. Along with this, leader should spend in good month with the high tenure and high rates and should save in flexible months.

Material Safety

During this week, I have also learnt about the Australian hospitality industry that was beneficial for me to get high growth in future. I have gained understanding regarding federal law which is regulated by Australian government. These laws are fair work act 2009, and politics has major power in the regulations. I have also gained knowledge about hospitality industry award 2010. This award is applies to all hotels and applies to restaurants within hotels (Robinson, et al., 2016).  

In this session, I have also gained understanding about Enterprise Bargaining Agreement (EBA). This agreement contains different terms such as nominal expiry date for the agreement that is less than four years. This agreement also includes disputes settlement procedure and fair work commission. This session also gained understanding about flexible terms of EBA. This term allows making individual flexible arrangements with the intention of attaining the genuine requirement of the employers and workforces. I have also gained understanding about the consultation term that is required for the employers in order to consult with their staff about any workplace alteration that will have significant impact on the business. Under the EBA terms, the rate of wage for employer cannot be less than the appropriate rate of pay. This term also involves the modern award and national minimum wage order (MacCarthy, 2014).  

During week 9, I have gained understanding about the labor costs which is beneficial for me to gain professional growth. All employment laws have impact on the management of labor and therefore impact on the cost. Hence, management should consider different regulations such as work health and safety, anti-discriminatory regulation, and immigration.

Furthermore, I have developed understanding about company’s guidelines, and performance measurement. In this week, I have also increased my knowledge about different tools to effectively control labor cost. These tools are housekeeping, review job scope and responsibilities, and SOP. I have also learnt that leader should be realistic about commitment and loyalty. Along with this, leader should be decline staff turnover by using adequate training system, good communication lines, incentive scheme, and motivating environment (Deale, et al., 2015).  

In my consideration reading the facilitating management, whether the change is short or long term, operational or vital, for the development or for overseeing rare assets, a key part of the successful accommodation supervisor, at any level, should include facilitating such change and advancement for providing the effective services to their customers (Mensah, et al., 2013).  With consistently expanding client requests, changing innovation and attending change in collaborators aptitudes, all organizations in the cordiality business have a steady need to encourage such change for the advantage of every one of their partners. Come and figure out how to be proactive to change, to wind up noticeably a pacesetter in advancement and to add to your own and expert development. For this purpose, facilitating manager of the hotel utilizes assemble assistance aptitudes to enable groups and people to take care of issues. A facilitator is therefore a guide, helping other people travel through a procedure together and is not for the most part a specialized or topic master him or herself. The encouraging supervisor is not there to offer assessments on the talks however he or she draws out the contribution of others regularly using all around made and open inquiries. He or she helps members in finding what they definitely know and offers elective methods for translating their experiences The facilitator therefore displays thoughts and practices that urge people to fundamentally look at and expand on or challenge their insight, states of mind and presumptions (Wood, 2013). 

Inventory Control

As a supervisor of the hotel, the following points are considered for the participants of the hotel which are as follows:

Determining the main change and innovation factors included in new product or services development.

Comprehend the flow of those components and their "kin impacts".

Perceive the procedures that can be connected in encouraging change and development.

Plan, impart and apply proactive change instruments.

Offer change successfully to pick up partners dedication.

Recognize and oversee disappointment and achievement.

The idea of hospitality operations management has advanced from the essential activities related with working and dealing with the arrangement of rooms, foods and refreshments in a variety of hotel and cooking foundations. However, before offering thought to the implications of the investigation of accommodation operations administration in advanced education programs it is significant to think about the structure and substance of the hospitality item. A hotel example is utilized to delineate this as, although different nourishment administration and cabin concerns join at least one of the significant exercises of rooms, sustenance and refreshment, hotels commonly include in providing the best services to their customers (Williams, 2014). 

As regarding to the facility management, we should work with our associates to comprehensively assess the guest experience from check-in to check-out and decide regions of perfection and opportunity. In addition to being nearby, looking into overviews and facilitating discussions with customers and partners, we analyze recorded bookkeeping and inhabitance information, the general benefit of the hotel. This information helps us to decide chances to decrease cost, streamline processes, train organizations, advance events, increment occasion sales, alter the value assessment and extend the target market. Thus, satisfactory offers a devoted deals sales representative to create leads for special events and facilitate events planning. The main goal is to convey an unmatched guest experience and positive monetary outcomes (Kaliappen, et al., 2014).

As a leader, I can consider directing leadership style of working in the hotel and this style can be help us in order to provide the best services to their customers by the business. The directing style is the customary administration vision used all through the vast majority of the twentieth century, whereby management indicates objectives, system and tasks of the organizations and its employees. They rarely permit team members to involved in objective setting, planning or basic leadership. Moreover, directing style of authority does not depend on their employees. Management receives a directing style of authority because of their feeling over responsibility which warrants a manager to interfere of how representatives perform their tasks and takes control over any basic leadership.  The directing style is the traditional management vision used throughout most of the twentieth century, whereby managers specify goals, strategy and tasks of the organization and its employees. They rarely allow team members to involve in goal setting, planning or decision making (Rosa, et al., 2016).

Training and Development

References

Ahmad, R., & Scott, N. (2014). Managing the front office department: Staffing issues in Malaysian hotels. Anatolia, 25(1), 24-38.

Armstrong, M., & Taylor, S. (2014). Armstrong's handbook of human resource management practice. USA: Kogan Page Publishers.

Armstrong, M., & Taylor, S. (2014). Armstrong's handbook of human resource management practice. USA: Kogan Page Publishers.

Atkin, B., & Brooks, A. (2014). Total facility management. USA: John Wiley & Sons.

Bakanauskien?, I., Bendaravi?ien?, R., & Krikštolaitis, R. (2015). Empirical evidence on employees’ communication satisfaction and job satisfaction: Lithuania’s university case. Management of Organizations: Systematic Research, (54), pp. 21-36.

Beardwell, J., & Thompson, A. (2014). Human resource management: a contemporary approach. USA: Pearson Education.

Bilgihan, A., Berezina, K., Cobanoglu, C., & Okumus, F. (2014). The information technology (IT) skills of hospitality school graduates as perceived by hospitality professionals. Journal of Teaching in Travel & Tourism, 14(4), 321-342.

Boella, M. J. (2017). Human resource management in the hotel and catering industry. USA: Taylor & Francis.

Brewster, C., & Hegewisch, A. (Eds.). (2017). Policy and Practice in European Human Resource Management: The Price Waterhouse Cranfield Survey. USA: Taylor & Francis.

Chauhan, V., & Singh, J. (2017). Enterprise Resource Planning Systems for Service Performance in Tourism and Hospitality Industry. International Journal of Hospitality & Tourism Systems, 10(1).

Chelladurai, P., & Kerwin, S. (2017). Human resource management in sport and recreation. USA: Human Kinetics.

Chiang, F. F., Birtch, T. A., & Cai, Z. (2014). Front-line service employees’ job satisfaction in the hospitality industry: The influence of job demand variability and the moderating roles of job content and job context factors. Cornell Hospitality Quarterly, 55(4), 398-407.

Deale, C. S., & Schoffstall, D. (2015). Hospitality and Tourism Education and Industry Certifications. Journal of Hospitality & Tourism Education, 27(3), 112-119.

Felicen, S. S., Rasa, L. C., Sumanga, J. E., & Buted, D. R. (2014). Internship performance of tourism and hospitality students: Inputs to improve internship program. International Journal of Academic Research in Business and Social Sciences, 4(6), 42.

Glendon, A. I., Clarke, S., & McKenna, E. (2016). Human safety and risk management. USA: Crc Press.

Halford, C. D. (2016). Implementing Safety Management Systems in Aviation. UK Routledge.

Heizer, J. (2016). Operations Management, 11/e. USA: Pearson Education India.

Higgins-Desbiolles, F., Moskwa, E., & Gifford, S. (2013). The cultural pedagogy of sustainable restaurants: The case of Sarah's Sister's sustainable cafe. CAUTHE 2013: Tourism and Global Change: On the Edge of Something Big, 304.

Jackson, S. E., Schuler, R. S., & Jiang, K. (2014). An aspirational framework for strategic human resource management. Academy of Management Annals, 8(1), pp. 1-56.

Cleaning Control

Kagnicioglu, C. H., & Mogol, M. (2014). Implementation of CHAID algorithm: a hotel case. International Journal of Research in Business and Social Science, 3(4), 42.

Kaliappen, N., & Hilman, H. (2014). Strategic roles of human capital in transforming hotel industry in Malaysia. Journal for Global Business Advancement, 7(3), 222-235.

Kavanagh, M. J., & Johnson, R. D. (Eds.). (2017). Human resource information systems: Basics, applications, and future directions. USA:Sage Publications.

Knani, M. (2014). Ethics in the hospitality industry: Review and research agenda. International Journal of Business and Management, 9(3), 1.

Kumbirai, M., & Nyasha, J. (2014). Conditions for Customer Relationship Management (CRM) success in Zimbabwe’s Hospitality sector. IOSR Journal of Business and Management (IOSR-JBM), 1(7), 51-57.

Leite, M. H. R., Tomelin, C. A., & Ramos, M. R. (2014). Behind the scene in the hospitality industry: Quality of life at work in the housekeeping sector–chambermaids at hotels in Foz do Iguaçu–PR–Brazil. Tourism & Management Studies, 10, 200-206.

MacCarthy, T. (2014). The nature and causes of employee turnover and absenteeism in the hospitality industry in Ghana. International Journal of Management, IT and Engineering, 4(7), 51.

Mackenzie, M., & Peters, M. (2014). Hospitality managers' perception of corporate social responsibility: An explorative study. Asia Pacific Journal of Tourism Research, 19(3), pp. 257-272.

Martínez, P., Bosque, D., & Rodríguez, I. (2014). Analyzing Responsible Corporate Identity in the Hospitality Sector: A Case Study. Tourism Culture & Communication, 14(3), pp.183-197.

Mensah, I., & Dei Mensah, R. (2013). Management of tourism and hospitality services. Xlibris Corporation.

Nikolic, N., Jankovic, S., & Vuletic, D. (2017). Interdepartmental cooperation in defence issues and strategic intelligence. Management: Journal of Sustainable Business and Management Solutions in Emerging Economies, 21(80), pp. 35-44.

Purce, J. (2014). The impact of corporate strategy on human resource management. New Perspectives on Human Resource Management, UK: Routledge.

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