International Journal of Hospitality and Tourism Systems

Mohinder Chand ¹, Heera Lal ²

Affiliations
1 Department of Tourism and Hotel Management, Kurukshetra University.
2 BPR College, Kurukshetra (HR).

Abstract

Hotel and tourism, with its immense employment generation capability is very often called 'people intensive industry'. In this industry, human resources constitute a higher element of total operating cost. Obviously, the effective and extensive Human Resource Management (HRM) is critically significant to control the operating cost for long run survival. The Human Resource Policies and practices of every hotel company will have direct impact on procurement costs, quality human resources, delivery of quality products\services and reduce employees turnover. Therefore, management needs to ensure that HR activities should add value to the business. Today, managers are increasingly being asked to justify their decisions in financial terms. This development has proven to be especially difficult for HR managers as their activities are usually evaluated in behavioural/statistical terms rather than financial ones. In this paper the endeavour is primarily to examine the extent to which hotel companies can, and do measure the value of their human resources in financial terms. It also focuses on to promote an understanding and significant of HRA information for making vital Human Resource decisions in hotel companies in India.

Keywords

Human Resource Accounting, Hotel Industry, Human Resource Management

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Anand Iyengar ¹, Mohinder Chand ²

Affiliations
1 Oxford University Press, New Delhi.
2 Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra., IN

Abstract

No Abstract

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Mohinder Chand ¹, Ujjwal ²

Affiliations
1 Department of Tourism and Hotel Management Kurukshetra University, Kurukshetra (HR)., IN
2 Cox & Kings (India) Ltd.

Abstract

A close look at the extant literature on strategic alliances reveals that a strategic alliance is a formal agreement to supply a product(s) and service(s) and to jointly expand knowledge, develop applications and commercialize new products, with the rights of co-ownership, and commercial exploitation of the inventions within the boundaries of the alliance particulars. Moreover, alliance partners' work together to serve the ultimate consumer by doing together what each partner could not do alone. As a result of recent trends and development in tourism market place strategic alliances are becoming an attractive strategy for future sustain growth and survive. Indian tourism market has been acknowledged as an emerging market and major forex earner. However, Indian tour operators experience difficulties in establishing and developing viable strategic alliances with international tour operators. Recognizing pivotal role of tour operation to Indian economy, the purpose of this to investigate the current nature of strategic alliance practices in tour operation industry; to identify the relationship between strategic alliances practices and demographic characteristics of tour operators and to identify the major barriers those are experienced by tour operation industry in their efforts to implement strategic alliance practices in their businesses.

Keywords

Strategic Alliances, International Tour Operator, Inbound Tour Operator, India

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Mohinder Chand ¹, Sanjana ¹

Affiliations
1 Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra., IN

Abstract

Organizations from hotel sector are increasingly embracing the practice of corporate strategy in anticipation that this will translate to improved performance. Corporate strategy represents the way a firm plans to deploy its resources and to use its capability to achieve its goals. Recent research has pointed out the important role of the business environment on the corporate strategy choices by organizations. However, most of the researches have been conducted in advance economies. This paper extends the research on business environment and corporate strategy by presenting results from an emerging economy. Using data collected from hotels in India we demonstrate that in an emerging economy concerns about the environmental dynamism is the factor with the the strongest influence on corporate strategy choice.

Keywords

Corporate Strategy, Business Environment, Emerging Economy, Hotel, India

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Mohinder Chand ¹, Bharat Kapoor ²

Affiliations
1 Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Harayana, IN
2 Lovely School of Hospitality, Lovely Professional University, Punjab, IN

Abstract

Food and beverage service has emerged an important aspect in the hospitality industry, globally. In India, hospitality industry creates more than 27 million jobs and encompasses various hotel/resorts and other food&beverage outlets. Chain hotels and resorts play a significant role to support the success of the hotel industry in India. However, most of the Chain hotels and Resort operators face numerous constraints and difficulties in running their businesses. In this study, the Food and Beverage services offered by various chain hotels and Resorts are discussed. The study is limited to the hotels that provide different food and beverage services in their various food and beverage outlets. Survey was conducted among 200 Food and Beverage Managers of similar kind of businesses. The data was collected from four major states of North India, namely New Delhi, Himachal Pradesh, Punjab and Jammu and Kashmir. The finding of the research indicates that the food and beverage services offered by various chain hotels in India are much better than services offered by Resorts. The numbers of food and beverage service outlets are less in resorts as compared to chain hotels. Finally the article provides useful findings for policymakers to improve the existing policies for hotel industry in India. Guidance to a new entrepreneur who intends to venture into Hotel/Resort business is also reported in this article.

Keywords

Chain Hotels, Resorts, Service, Practices, Customer Satisfaction.

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Mohinder Chand ¹, Sunil Kumar ²

Affiliations
1 Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, IN
2 Trail Blazer Tours India Pvt. Ltd. Gurgaon, Haryana, IN

Abstract

Tourism industry has grown steadily over the last decades and has been playing a pivotal role in the overall economy of the world. During recent years numerous tourism firms have entered into tourism marketplace and have brought with them the concept of having better delivered services. Further, given the rapidly changing profile of travellers, in therms of their nationality, this study investigates Chinese tourists' service quality perceptions visiting Golden Triangle in India. The results from the regression analysis suggest that Chinese tourists' overall satisfaction is primarily derived from the value. This study is strategically and managerially important to the Indian tourism industry. Using the results of this study, tour operators can focus their efforts to provide quality services and facilities that their customers perceive as being important and as having high value.

Keywords

Chinese Tourists, India, Service, Quality, Tourism.

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Mohinder Chand ¹

Affiliations
1 Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra (HR), IN

Abstract

During last two decades remarkable changes have been taken place in developed as well as developing nations caused by the economic and technological advancements. These changes have posed several challenges for the transformation of the whole educational system, including educational curricula, learning materials, instructional practices and education stakeholders. Tourism and hospitality industry within the global economy has become a pivotal sector generating huge employment opportunities. The calibre human resources differentiate it from other industrial sectors. Thus, the tourism&hospitality education is focusing on building tomorrow's manpower for the industry. This paper originates in the context of growing recognition that the success of global tourism industry will ultimately depends of quality human resources. This paper will add to the extant literature on tourism& hospitality management education by addressing challenges and issues Indian hospitality industry facing.

Keywords

Tourism, Hospitality, Education, Industry, India.

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Mohinder Chand ¹, Amit Kumar ², Harpal Kaule ¹

Affiliations
1 Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, IN
2 Kurukshetra University, Kurukshetra, Haryana, IN

Abstract

The Today, tourism has been appreciated and recognized as an economic giant, globally. In, fact, it has become livelihood for more than three dozen countries especially, developing nations. According to WTTC (2015) tourism contributes 10 percent of global GDP, 7.0 percent of the total world exports, 30 percent of services exports and 9.09 percent of global employment while in India the contribution of tourism in GDP has been 4.90 per cent and accounting for 6.78 per cent of total employment in the country. Tourist behaviour has become more complex and complecated regarding the choosing tourist destinations / servcies. Therefore, most of the academicians have turned their interest towards evaluating tourist behaviour. Keeping in view the importance of tourist behaviour and tourist satisfaction, the present research paper is aimed to find out the association between tourist satisfaction dimensions and nationality of the tourists.

Keywords

Tourist Satisfaction, Destination Attributes, Tourist Behaviour, Nationality and Tourism.

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Mohinder Chand ¹, Sumit Garge ²

Affiliations
1 Department of Tourism & Hotel Management, Kurukshetra University, Kurukshetra, Haryana, IN
2 IHM, Faridabad, Haryana, IN

Abstract

Today, tourism & hospitality industry has been appreciated as a big giant at global level; India is no exception in this context. Recognising its multifaceted benefits more than two dozen countries have directly and indirectly depended on this fasted growing industry. In fact this industry has become a pivotal sector for any economy for its growth and development in terms of contribution to GDP and employment generation. The direct and induced impacts of travel and tourism contributed UD$7.6 trillion into global economy and 292 million employment opportunities globally (WTTC, 2017). However, in this competitive era, this industry is forced to rethink/replan its strategies to cope with volatile business environment. Moreover, to remain and sustain in competitive age there is only one choice i.e. eco-friendly practices. Recognizing this very fact, the present paper aims at exploring the eco friendly practices prevailing in the Indian hotel industry. A structured questionnaire was development to collect the information from hotels. Usable responses were (N=265), the data were analysed by applying the factor analysis. The results indicate that there are certain eco friendly practices which prevail in Indian hotel industry and out of those practices there is a specific set of practices which emerged as most important for the future growth of the organisation.

Keywords

Eco-Friendly, Hotel, Industry, Hospitality, India.

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Mohinder Chand ¹, Sunil Kumar ²

Affiliations
1 Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, IN
2 Trail Blazer Tours India Pvt. Ltd., Gurgaon, Haryana, IN

Abstract

This study attempts to investigate the foreign tourists' satisfaction within Indian tourism context, specifically with reference to the destination-based attributes. The study was conducted in Golden Triangle (Delhi-Agra-Jaipur) in India with a sample of Chinese and Japanese tourists. Gathering data was analyzed using factor and regression analysis and t-tests. The research findings indicated that the main determinants of both Chinese and Japanese tourists' holiday satisfaction were that accommodation services, safety&security and destination/sightseeing dimensions. Further, findings indicate statistically significant differences between Chinese and Japanese tourists' perceptions of destination-based attributes in India. The results are also important for all tourism stakeholders in order to increase tourists' satisfaction and develop the quality of tourism product in India especially in Golden Triangle (Delhi-Agra-Jaipur). The main suggestion of this study is that more similar studies should be undertaken from different perspectives to enhance competitiveness and sustainability of tourist destinations in the study area.

Keywords

Tourists’ Perceptions, Tourist Satisfaction, Destination Attributes, India.

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Mohinder Chand ¹, Ashish Ranga ¹

Affiliations
1 Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, IN

Abstract

This paper has a two-fold purpose: to explore the extent of inclusion of performance appraisal practices as perceived by the employees working in sample hotels and to find if these practices depend on the organisational demographic characteristics. Based on a survey of 396 hotel employee’s perceptions on performance appraisal practices were assessed by 20 practices and 5 demographic variables. To find the association of the demographic variables with performance appraisal practices Bivariate test was used. Results indicated that performance rating is based on objective; Performance is Proper Evaluation; There are set standards for my job; Employee performance is easy to measure;Performance is Continuous Monitoring; The performance appraisal system is used to set my performance goals; Modern methods are used to evaluate the employees; All employees in the business are evaluated may constitute the most important performance appraisal practices in the Indian hotel industry. Further, the results indicate that there is a negative association between the number of staff and most performance appraisal practices variables these findings reveal that the hotels having a large number of staff rated the additional importance of performance appraisal practices as compared to hotels with less number of staff. The study makes a modest effort to add statistics to the little empirical information available concerning the performance appraisal practices in Indian hotel industry.

Keywords

Performance, Appraisal, Hotel, Practice, Industry, India.

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Mohinder Chand ¹, Anish Slath ²

Affiliations
1 Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, IN
2 University Institute of Hotel & Tourism Management, Panjab University, Chandigarh, IN

Abstract

This study investigates the impact of food & beverage services practices on customer’s perception of in the food outlets, Chandigarh, India. The study uses both quantitative and qualitative research approaches. A structured questionnaire was developed using different dimensions of customer’s satisfaction from food & beverage service practices from existing literature. The data were collected from 435 customers visited in the food & beverage outlets- Chandigarh, India. The research instrument contained 58 items across five dimensions: Dining environment, Menu, food & beverage, service staff, overall satisfaction etc. From the analysis, it was found that service staff has a statistically significant effect on customer satisfaction with a coefficient of determination (R2) of 54.4%. This implies that this factor contributes 64.9% of customer satisfaction while the other factors contribute 45.6%. The results from the study could be helpful to the management of food &beverage outlets in their policy formulation in the context of improving customer satisfaction and food & beverage service practices.

Keywords

Food, Beverage, Services, Outlets Customer, Satisfaction, India.

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Mohinder Chand ¹, Ankush Ambardar ²

Affiliations
1 Professor, Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, IN
2 Sr. Assistant Professor, Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, IN

Abstract

The paper investigates the effects of HRM practices on organisational innovation performance: the mediating effects of employees' creativity and perceived organisational support in the Indian hospitality industry. A conceptual model is developed to examine the relationship among four constructs namely human resource management practices, perceived organisational support, and employee creativity as antecedents of organisational innovation performance and seven research hypotheses are empirically tested using structural equation modelling (SEM). All the posited seven hypotheses are supported. The results indicate that the human resource management practices and perceived organisational support could indeed affect employee creativity with regard to organisational innovation performance. In addition, the mediating role of employee creativity and perceived organisational support is also confirmed in this research. The study discusses both academic and managerial implications of the results and future research directions are suggested.

Keywords

Human Resource Management Practices, Organisational Support, Employee Creativity, Organisational Innovation Performance, Hospitality, India.

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Mohinder Chand ¹, Kritika Sharma ²

Affiliations
1 Professor, Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, IN
2 Research Scholar, Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, IN

Abstract

Since the 1990s, there has been a rapid shift towards the application of management accounting techniques for business processes. Today, accounting is recognized as a significant driver of management for business success in a competitive environment, especially in hospitality industry. Thus, hotels can take advantage of the pervasiveness of management accounting systems to advance some of their operations and assist management to achieve performance. This paper seeks to assess the importance of management accounting practices (MAP) in Indian hotels and to analyse the factors that influence a hotel’s ability to adopt MAP. Data were collected from the financial managers of hotel enterprises in India. A survey methodology was chosen because it was deemed to be the most efficient way of reaching a large number of respondents, whereas the data required facilitated the use of a mail-administered questionnaire with close-ended questions. A set of 28 management accounting practices items was initially generated from a review of accounting research. The study shows that there is a large variation in the importance of MAP among the hotels in the industry. The study concludes by arguing for the greater impetus to promote MAP adoption among hotels due to its impact on reducing the level of leakage. The paper further makes recommendations to hotel operators and policymakers on the use of MAP in hotels.

Keywords

Accounting, Management, Hotel, India.

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Mohinder Chand ¹, Kritika Sharma ²

Affiliations
1 Professor, Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, IN
2 PhD Scholar, Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, IN

Abstract

This paper traces the major developments in the field of management accounting briefly and then highlights the need for more cross-national management accounting studies. The results from two parallel surveys of matched Indian and Canadian hotel organizations are presented. The main aim of the surveys was to examine a wide range of management accounting practices in a cross-national comparative context in Indian and Canadian hotel organizations. The investigation is based on a questionnaire survey of 335 large scale hotel organizations (India=250 and Canada=85). The statistical results show a number of similarities and differences in the management accounting practices of Indian and Canadian hotel organizations. Against the established notion, the results of this study reveal that the gap between Indian and Canadian management accounting practices is not very significant. Moreover, in a few management accounting practices Canadian hotels have adopted a more rational approach than their Indian hotels counterparts.

Keywords

Management Accounting, India, Canada, Hotel, Practices

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Anil Lakhera ¹, Yashpal Singh Negi ², Mohinder Chand ³

Affiliations
1 PhD Scholar, Uttrakhand Technical University, Dehradun, Uttarakhand, IN
2 Director, State IHM, New Tehri, Tehri Garhwal, Uttrakhand, IN
3 Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, IN

Abstract

Today, job satisfaction has become pivotal aspect in achievement of organizational objectives viz-a-viz organizational performance in service industry and hotel industry is no exception in this context. In fact, hotel industry is people oriented industry where employees have to play crucial role in retaining and attracting guest. Thus, employee’s satisfaction has recognized and appreciated as a vital component repeating guests. Considering these aspects the present study aims to identify the Job Satisfaction parameters which are most significant in Hotel Industry with special reference to 5* hotels located in NCR. A self administered questionnaire was developed to collect the primary data from the respondents of 25 hotels in NCR. The convenience sampling method was used to collect data, 20 questionnaires were given, 10 managerial and 10 non-managerial employees from each hotel, thus, pooling of 500 respondents in all. 400 out of 500 respondents were statistically found usable for the present study. SPSS-2020 package was employed for data analysis. Furthermore, the data were analysed by employing, Factor Analysis, ANNOVA and t-test statistical tools. The outcomes of the study revealed that there is a common set of Job Satisfaction parameters that is most significant in Indian Hotel Industry. There is a minimal impact of demographic variables on job satisfaction constructs. The results indicated that there is a significant difference of demographic variable- gender on training & development, and where as age on brand satisfaction. The results also revealed implications for management.

Keywords

Job Satisfaction, Demographic Variables, NCR, Hotel, Industry, Employees

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Mohinder Chand ¹, Ankush Ambardar ¹, Megha Gupta ¹, Kusum ²

Affiliations
1 Department of Tourism & Hotel Management, Kurukshetra University, Kurukshetra, IN
2 Faculty of Hospitality, GNA University, Phagwara, Punjab, IN

Abstract

The objective of study was to analysis the impact of rewards, recognition and welfare on employee engagement and to identify most contributing rewards recognition and welfare determinants on employee engagement in hotels of Tricity comprising of Chandigarh, Panchkula and Mohali. Data was collected from the employees of hotels which were approved from Ministry of Tourism, India (MOT). A regression model comprising of eleven determinants predictors explained 83% variation in employee engagement among employees of Chandigarh hotels. It was also significant to discover that reward, recognition and welfare has positive impact on employee engagement and out of fifteen identified reward, recognition and welfare determinants eleven were identified as most contributing towards employee engagement. Hence, it can be inferred that if rewards, recognition and welfare resources offered to employee then there would be a corresponding change in employee engagement. It means the better the rewards, recognition and welfare, the higher the levels of employee engagement and possibly therefore, the greater the levels of performance and productivity

Keywords

Employee Engagement, Hotel, Reward, Recognition, Welfare, Hotel

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Anil Lakhera ¹, Yashpal Singh Negi ², Mohinder Chand ³

Affiliations
1 Ph.D. Scholar, Uttrakhand Technical University, Dehradun, Uttarakhand, IN
2 Director, State IHM, New Tehri, Tehri Garhwal, Uttrakhand, IN
3 Professor, Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, IN

Abstract

In today’s era of global competition an essential feature to meet the organizational objectives is employee job satisfaction. Hotel industry, being a service industry is highly influenced by its employees’ perceptions towards their job satisfaction. Being a people’s industry an employee plays a pivotal role in providing highest class of services to the guests. The significance of employee job satisfaction in hotel industry is also observed in terms of guest satisfaction and the overall performance of the organization. Considering these aspects the present study aims to identify the set of job satisfaction parameters most significantly used in hotel industry and also to identify the influence of selected demographic variables on the job satisfaction parameters with special reference to 5 star hotels located in NCR. A self administered research instrument was developed to collect the primary data from the employees of the 5 star hotels located in NCR to know their perception, convenience sampling method was used to collect the primary data from 25 hotels, 20 questionnaire to each hotel to know the perception of 10 managerial and 10 non-managerial employees, in total to collect a pool of 500 responses. After collecting the responses, the questionnaire having error or missing values was discarded and out of 500 responses, 400 were found statistically suitable for the present study. For data analysis SPSS-2020 package was employed. Furthermore, the data were analysed by employing Factor Analysis, t-test and ANOVA statistical tools. The results of the study indicated that there is a set of job satisfaction parameters most significantly used in hotel industry and there is a minimal impact of demographic variables on job satisfaction parameters. The outcome of the study revealed that there is a highly significant difference of Demographic Variable Tenure on the Job Satisfaction parameter Behavior of Superiors and moderately significant difference in case of Demographic Variable Marital Status on Job Satisfaction parameter Resources. The results of the study indicated high implications for hotel managements.

Keywords

Employee Job Satisfaction, Demographic Variables, Hotel Industry, NCR

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