There are many factors that affect guests' complaining behaviors as follows: guests' lack of knowledge about the accessibility of making complaints, perceived justice, and expected costs and efforts of complaining. This study aims to determine the effect of guests' awareness towards these factors on their complaint's behaviors. The study also aims to determine if there is a difference in guests' awareness towards the research variables backs to their demographic characteristics. In order to achieve these objectives, a questionnaire form was developed and directed to a random sample of guests in a five star hotels in Sharm El-Sheikh. A total of 400 questionnaires were distributed among them; only 377 forms (94.25%) were valid. The results indicated that guests have not knowledge enough about the entity they should go when they face a problem or bad service, and they didn't realize that there is justice in hotels towards complaints handling. The respondents usually take a great negative action through speaking to friends and relatives about their bad experience Based upon the findings, some recommendations were suggested and directed to hotel managements. One of the main recommendations was putting guidelines and instructions in clear places inside the hotel which direct guests to how delivering their complaints.
This study was designed to explore the extent of applying strategic human resource planning process in five star Cairo hotels and its impact of on employee performance. In order to achieve this aim, a questionnaire form was developed and directed to a random sample of human resources officials in a five star Cairo hotels. A total of 100 questionnaires were distributed; only 94 forms (94%) were valid. The extracted results indicated that the all hotels have a strategic plan to determine HR needs at the investigated hotels. There are managers in investigated hotel who have efficiency and high skill to accommodating strategic thinking. Applying one strategic plan on all departments is difficult. laws and legislation which relates on work law inside the country is stable. HR officials classified political and economic crisis which non setting in consideration during the strategic plan are the main threat in applying. Based upon the findings, some recommendations were suggested and directed to hotel managers.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.