Purpose - From its foundation until today, Valamar Riviera hotels are one of the leaders in the Croatian hotel industry. Their strong positioning on the market is recognized throughout Europe, and this is particularly visible through the high ratings of former guests on social networks. Online reviews have become an excellent source for capturing the entire experience, which is why potential guests looking for accommodation are increasingly inclined to search platforms such as Tripadvisor for past experiences of previous guests. Based on the above, the purpose of this research was to gain insight into the factors that influence the overall experience of the guests of the Valamar Riviera Hotel. Methodology - For the purpose of this research, online reviews of three Dubrovnik’s Valamar Riviera hotels were analyzed. Online reviews were scraped from the Tripadvisor platform with the help of the ParseHub software for the period from January 1, 2020 to July 1, 2022, after which a sentimental analysis was performed on a sample of 261 online reviews. Based on the results of the sentimental analysis according to factors and connotation, a cause-and-effect diagram was created. Findings - Obtained empirical results indicate that positive comments from former hotel guests are leading for all three samples. Such results were expected; given that these are hotels that won the Tripadvisor Excellence Award. Former guests of Dubrovnik’s Valamar Riviera hotels who wrote online reviews on Tripadvisor about their experience staying at the hotel are mostly women from abroad. Through the sentiment analysis, “Housekeeping” was determined as the most important factor of the overall hotel experience. On the other hand, the largest share of negative particles was determined for the „Other hotel services“, therefore this factor has the greatest negative impact on the eWoM of hotel guests. Contribution - This research contributes to reducing the existing gaps in the literature on hotel experience, by identifying factors that have a negative impact on the eWoM of hotel guests. The findings of this study also provide practical implications based on which hoteliers can improve their strengths and weaknesses in the existing elements of the hotel offer.
Specifičnosti operativnog kontrolinga u hotelijerstvuSažetak: U ovom radu istražuje se operativni aspekt kontrolinga u hotelskim poduzećima. Poseban se naglasak daje na menadžerska izvješća, temeljem kojih menadžer donosi operativne odluke. Na primjeru jedne hotelske kompanije iz hrvatske gospodarske prakse (naziv kompanije je izmijenjen radi zaštite privatnosti podataka), u radu se daje prikaz triju vrsta menadžerskih izvješća -dnevnog, tjednog i mjesečnog, kako bi se na primjeru jednog hotela moglo ustvrditi na koji način hotelski menadžer odlučuje u svom radu, odnosno koji su to ključni podaci koje hotelski menadžer koristi u praksi. U radu je dan prikaz izvješća na primjeru hotela jedne hotelske kompanije, koji je zanimljiv i s tog aspekta što se ovdje jasno razgraničava operativni i strateški kontroling, ali i naglašava njihov međuutjecaj i međusobna veza, koji je omogućen upravo (i) zahvaljujući sustavu kontrolinga.Rad predstavlja svojevrstan prikaz jednog mogućeg modela operativnog upravljanja u hotelijerstvu. U radu se želi ispitati i koja su to menadžerska izvješća -koja hotelski menadžeri crpe iz sustava kontrolingaključna za menadžere hotela i na koji način oni njima služe u donošenju poslovnih odluka.U radu se, nadalje, daju i smjernice na koji je način moguće povećati "iskoristivost podataka" u operativnom kontrolingu u hotelijerstvu, ali i uočiti koji su podaci iz menadžerskih izvješća u suvremenim uvjetima ključni za donošenje operativnih odluka u hotelskom menadžmentu.Ključne riječi: suvremeni kontroling, operativni kontroling u hotelijerstvu, operativni menadžment u velikim hotelskim kompanijama, izazovi suvremenog hotelskog menadžmenta UvodPredmet istraživanja ovoga rada je primjena operativnog kontrolinga u hotelijerstvu. To je pitanje posebno važno kad se uzme u obzir djelovanje hotelskih kompanija u suvremenim tržišnim globaliziranim uvjetima.Prethodno priopćenje UDK: 65.012.43:640.4 Oeconomica Jadertina 2/2011. ISSN 1848-1035 27Istraživačka pitanja postavljena u ovom radu su sljedeća:Koje su specifičnosti kontrolinga u hotelijerstvu? Koliko se sustav kontrolinga danas koristi u radu hotelskog menadžera? Koliko je taj sustav važan za donošenje poslovnih odluka? Koji su podaci iz sustava kontrolinga važni za donošenje operativnih, a koji za donošenje strateških odluka u menadžmentu hotelske kompanije? Koje su vrste menadžerskih izvješća najznačajnije i na koji ih način menadžeri u praksi najčešće koriste? Koliko kvalitetna menadžerska izvješća i njihova kvalitetna analiza povećavaju uspješnost poslovanja hotelske kompanije, a time i njenu konkurentnost? Koliki je u tom smislu udio operativnog, a koliki strateškog menadžmenta?
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