The article deals with customer behavior in the market of accommodation services. The main purpose of this article is to identify tourist behavior using their sensitivity to changes in the price, based on the data from 2011 to 2018. The results can help to understand the booking behaviors of tourists in the long term period, identify specific situations, and to improve the application of revenue management. Using simple log-log regression analysis, the daily performance data of 103 Prague hotels were analyzed, and the coefficient of price elasticity of demand was identified for various timeframes: low and high seasons, summer months, weekends and weekdays, and individual years. The results show that the coefficient of price elasticity of demand is decreasing. In the low season, the low price sensitivity is caused mainly by the high proportion of the non-yieldable leisure group segment, where fixed rates are created for tour operators more than a year in advance. In the high season, Giffen’s paradox was identified in 2016 and shows the situation of customers expecting further growth of room rates. The Giffen paradox was identified only on specific dates of the year and was confirmed by year-to-year growth of the Average Daily Rate.
The Covid-19 pandemic caused several changes in business operations, and influenced several processes in the hospitality industry and other economic sectors. Previous research was mainly focused on analyzing previous pandemics and creating recovery plans and strategies.
This paper deals with soft skills training in the hospitality industry during the pandemic of Covid - 19. Based on the semi-structured interviews with hotel and front office managers, the main topics of communication with clients and their issues were identified, and the insufficiencies in employee approach towards these situations. The findings show that the employees are not prepared for critical situations and need proper soft skills training. This paper proposes virtual reality as a platform for real situation training, including feedback and in-training evaluation.
This article focuses on the issue of the sensitivity curve as an indicator of risk during decision-making process. The aim of this article is to present the measurement capabilities for sensitivity of the decision-making process within the issue of the use of quantitative methods in managerial decision making. The approach that is presented in the article uses the measurement of the sensitivity of the decision-making model to its input parameters. The whole decision-making process is a multiple-criterion and to determine a compromise variant there is Weighted Sum Approach (WSA) method used. This article uses the coefficient that determines the percentage change that is necessary to choose the second best option. In addition this approach is supported by formation of sensitivity curve. This curve represents the change in value of the output (using method WSA) when changing the selected input parameter of decision-making process. To build a sensitivity curve there is probabilistic simulation approach (Monte Carlo method) used.
In the interdisciplinary co-operation of experts in the fields of technology, hospitality, and pedagogy, a 3D training module was created, which simulates the environment of a hotel reception. Key elements of communication between hotel staff and various types of guests were identified, and variant scenarios of communication situations were prepared. Scenarios are based on the principles of effective simulation. The methodology of training communication skills of hotel employees using virtual reality tools was compiled on the basis of foreign research in the field of using virtual reality in training processes. The tool is a pilot test in teaching tourism workers, specifically for the development of their communication skills in dealing with clients. The paper presents, in detail, a model of virtual reception and methodology of communication skills training, which was verified on students who are preparing to work in tourism, as well as on hotel staff with experience.
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