Marketing in tourism

Abstraction

Growth in touristry globally has forced some standardisation in the installations made available to invitees at the constitutions. This ensures that invitees can hold a good feel of what to anticipate. An addition in concern travel excessively has come about as concerns have gone planetary. A significant sum of traffic is generated through these concern travellers and the growing in this section is straight linked to the growing in international concern at the hotel location.

Global hotels and motels, non including casino hotels, generated a volume of concern at the degree of $ 488.6 billion in 2006. Revenue part of other adjustment suppliers who provided adjustment and nutrient services are included in the estimation. This was a rise of 6.4 % over the gross of the earlier twelvemonth. By the twelvemonth 2011, the hotel and motel gross is expected to lift by 31.2 % to make $ 640.9 billion. The biggest subscriber is Europe, lending 41.8 % by value. Hotels & A ; motels industry generated grosss of $ 90 billion or 18.4 % .

Marketing research workers need a wide apprehension of selling in order to pass on and work efficaciously with selling professionals. The chief research aims in selling are to propose that unstructured and informal research designs are likely to be used when trying to get at a more clear description of an evident job ; to bespeak that explorative research designs are typically used when research workers are seeking to place a possible selling chance.

Introduction

The cordial reception industry is about supplying cordial reception to travellers. The cordial reception typically includes adjustment, nutrient, drinks and other recreational installations.

The hotel should concentrate and maintain up the good work even if the concern is already strong. Each relevant factor demands to be rated harmonizing to its importance- high, medium, or low for the concern as a whole. This Hotel Industry utilizes the latest selling rules and information engineering updates to acquire a respectable place in the universe market. In the face the world-wide economic recession, the invitees have become more sensitive to monetary value which calls for effectual preparation of the pricing scheme.

Undertaking 1 – Research Planing for Decision Making Task 1 – Research Planing for Decision Making

A hotel is an constitution which provides paid lodging normally for a short clip. These constitutions frequently provide extra services such as a eating house, swimming pool, wellness nine and even child attention. Conference and meeting suites are besides provided by some for conventions and meetings for groups.

The Grande Bretagne Hotel is a 273-room hotel ( Standard 233, Executive 30, Suites – 10 ). It is located on the corner of Marloes Road and Cromwell Road in West London. The hotel opened in March 2007. It is of a four star criterion with suites of about 29 square metres.

Each room has minibar, remote control Television with pick of orbiter channels, wireless, in-house films and extension talker in bathroom, direct dial telephone with connexion points by both bed and composing desk. Individually controlled air conditioning and warming, good lit adequately sized desk country, hairdryer and double electromotive force shaver mercantile establishment, toilet articless in bathroom, trouser imperativeness, cordial reception tray.

The executive suites and suites to boot include a by and large higher quality of trappingss and adjustments choice of magazines bathrobes and a higher criterion of toilet articless, telephone in the bathroom.

It is portion of a Gallic national hotel group that has 45 hotels in France and last twelvemonth started spread outing into Europe, four hotels have already been opened in Paris, Berlin, Madrid and London and the company is actively seeking sites in other major European capitals.

The Grande Bretagne Hotel ‘s mission is to supply quality cordial reception services to its invitees in a comprehensive and cost competitory mode.

The hotel should concentrate and maintain up the good work even if the concern is already strong ( Hotel Front Office Management by James A. Bardi March 2006, Hardcover, 4th edition ). Each relevant factor demands to be rated harmonizing to its importance- high, medium, or low for the concern as a whole. The Grande Bretagne Hotel Industry utilizes the latest selling rules and information engineering updates to acquire a respectable place in the universe market.

Every concern with the planetary chances in the multi dimensional, volatile ambiance has to introspect its schemes taking into consideration the strengths, failings, chances and menaces. The hotel industry besides tags along the line and has to set about smart and advanced moves to court its patronage who expect best possible service at competitory rates.

Though the gross revenues and market conditions are altering quickly, the selling rules are non altering. Hotel proprietors and directions tend to be more inclined towards selling and gross revenues instead than be control, invariably seeking to maximise room gross revenues – double- bed tenancies. All this may neglect and such a scenario may ensue in net income job on cyclic footing, which may sometimes take the hotel into settlement or forced sale.

The required first measure in SWOT analysis is the definition of the coveted terminal province or aim. The definition of nonsubjective must be expressed and approved by all participants in the procedure. This first measure must be performed carefully because failure to place right the terminal province aimed for leads to otiose resources and perchance failure of the endeavor.

Strengths are properties of the organisation that are helpful to the accomplishment of the aim. Failings are properties of the organisation that are harmful to the accomplishment of the aim. Opportunities are external conditions that are helpful to the accomplishment of the aim. Menaces are external conditions that are harmful to the accomplishment of the aim.

The purpose of any SWOT analysis should be to insulate the key issues that will be of import to the hereafter of the hotel; and that subsequent selling planning will turn to.

Following diagram indicates the Strengths and Weakness Analysis of the Grande Bretagne Hotel.

SWOT analysis allows writer to explicate the chief aims of the Grande Bretagne Hotel:

• Addition gross revenues volume.
• Addition gross.
• Achieve or increase net incomes.
• Addition or keep market portion.
• Eliminate competition.

Factors act uponing price-determination:

• Production and distribution costs.
• Substitute goods available.
• Chemical reaction of distributers.
• Chemical reaction of consumers.

Profitableness is driven by efficient operations chiefly, as many costs are fixed in nature. Several recent alterations in the industry doing profitableness force per unit areas. Growth in internet reserve channels has helped better the industry tenancy rate of hotels. However, it has caused a cost force per unit area excessively. Increased gross revenues through these mediators has allowed them to bear down higher sums of committees and degraded the ability of the participants to command pricing or the presentation of their merchandises. Indirect competition through alternate signifiers of vacation adjustment, are increasing. Holiday places, timeshare adjustment and such other shared adjustment strategies are seize with teething into the portions of the mainstream hotel and motel industry.

The mentality for the cordial reception market in England is optimistic and will go on to stay so, in my sentiment. The economic system & # 8217 ; s perkiness, initiatives to better substructure, growing in the air power and existent estate sectors and easing of limitations on foreign direct investing will fuel demand for hotels across star classs in the bulk of markets. Several international ironss have been established or enhanced their presence here. England is one of the universe & # 8217 ; s fastest turning touristry markets.

External Environment

Economic Environment Economic Environment

Positive forces include the by and large comfortable economic system that is presently in topographic point, full employment, lifting rewards, and low rising prices, taking more people to be able and willing to pass money and to acquire away for some clip. The Grande Bretagne Hotel offers an low-cost option to a flighty finish. There are conference, feasting and leisure installations.

Geographical/Competitive Environment Geographical/Competitive Environment

The Grande Bretagne Hotel has:

• The brasserie/coffee store siting 120 people and open for all twenty-four hours dining and an a La menu eating house siting 70 people opens every twenty-four hours for tiffin and dinner merely ; a 50 place saloon bordering the a La menu eating house unfastened in the eventides and supplying light amusement ( soft music ) .
• A lobby/lounge saloon siting 120 people open from 1.00 ante meridiem until midnight, seven yearss a hebdomad, suited for informal concern meetings and rendezvous.
• Angstrom dance hall – 400 square meters leting for 260 people classroom manner. Eight mob suites between 30 and 50 square meters.
• A little swimming pool, sweat room and steam suites.
• A gym with a choice of exercising equipment and a little room for aerobic exercises, yoga lessons.
• Angstrom concern Centre.

These milieus will pull and retain invitees who appreciate such refined environments.

Legal/Political Environment Legal/Political Environment

As faced by all concerns, the proper insurance demands shall be met and all operations and policy manuals shall be reviewed by appropriate legal experts. The installation will obtain all the necessary edifice permits prior to building. Present installation zoning allows for this proposed usage, including bars, eating house, and concern Centre.

Technology Environment Technology Environment

The Grande Bretagne Hotel utilizes the bing package bundles available in the hotel industry, including: room and installation direction database, controlled saloon and stock list mensurating systems, and room key cards that allow frequenters to bear down straight to their room history, this engineering shall help direction in commanding costs, cut downing hard currency direction, and maximising gross.

Networking within concern and civic groups is of import ; even if the concern consequences are non instantly felt, it is an first-class public dealingss chance ( www.hotelinteractive.com ). Live piano, or wind manner three, on the weekends will add exhilaration to the hotel and pull community occupants and invitees from other belongingss.

Social Environment Social Environment

Smoking Ban may hold an affect on concerns in the hereafter. The deductions of an overall prohibition would hold on the industry would be more so in the saloon sector, hotels holding a more household orientated and diverse market section could enjoy the fume free environments.

Buyer behaviour is focused upon the demands of persons, groups and organisations. To understand consumer purchaser behaviour is to understand how the individual interacts with the selling mix. As described by Cohen ( 1991 ), the selling mix inputs ( or the four P ‘s of monetary value, topographic point, publicity, and merchandise ) are adapted and focused upon the consumer.

The psychological science of each single considers the merchandise or service on offer in relation to their ain civilization, attitude, old acquisition, and personal perceptual experience. The consumer so decides whether or non to buy, where to buy, the trade name that he or she prefers, and other picks.

Peoples today are looking for bar instead than merely remedy. In 1994, 32 % of New Zealanders took some signifier of addendum and in the latest survey in 1997 this figure has increased to 74 % . Each different merchandise market consists of purchasers, and purchasers are all different in one manner or another. They may differ in their wants, resources, locations, purchasing attitudes and purchasing patterns. Because purchasers have alone demands and wants, each purchaser is potentially a separate market.

Consumer engagement is the sensed personal importance and involvement consumers attach to the acquisition, ingestion, and temperament of a good, service, or an thought. As their engagement additions, consumers have a greater motive to go to to, grok, and lucubrate on information pertaining to the purchase. ( Mowen & A ; Minor, 1998, p.64 ) . In the instance of low engagement, consumer positions a purchase as unimportant and regards the result of his or her determination as inconsequential. Because the purchase carries a minimum grade of personal relevancy or designation, the single feels there is small or nil to be gained from go toing to the inside informations of a purchase. ( Hanna & A ; Wozniak, 2001, p.290 ) . High engagement purchases are those that are of import to the consumer either from a fiscal, societal, or psychological point of positions. The purchase is characterized by personal relevancy and designation with the result. ( Hanna & A ; Wozniak, 2001, p.291 ) . An single anticipates a potentially important addition from using clip and attempt in comparison-shopping before purchasing. For illustration, a miss buying an expensive ball frock has a high grade of personal designation. Therefore, a high degree of felt engagement can increase an singles willingness to seek for, procedure, and transmit information about a purchase.

The most of import factors act uponing a consumers involvement degree are their sensed hazards. The purchase of any merchandise involves a certain sum of hazard, which may include:

• Merchandise Failure hazard that the merchandise will non execute as expected.
• Financial hazard that the result will harm the consumer financially.
• Operational hazard that consists of alternate agencies of executing the operation or run intoing the demand.
• Social hazard friends or familiarities will deride the purchase.
• Psychological hazard that the merchandise will take down the consumers self-image.
• Personal hazard that the merchandise will physically harm the purchaser.

In a high grade of perceived hazard, determinations in this instance may necessitate important fiscal committednesss, involve societal or psychological deductions. In the instance of low grade of perceived hazard, determinations in this instance may necessitate little or no fiscal committednesss that involve societal or psychological deductions. Consumers may already set up standards for measuring merchandises, services, or trade names within the pick class.

In high engagement state of affairss consumers are normally more aroused and more attentive, which expands their short-run memory capacity to its maximum extent. In low engagement conditions, the arousal degree is disposed to be low, so consumers focus comparatively small memory capacity on the stimulation. ( Mowen & A ; Minor, 1998, p.101 ) . As engagement degrees increases, consumers may apportion more capacity to a stimulation.

Appraising standards are the assorted characteristics a consumer looks for in response to a peculiar job. The figure of appraising standards used by consumers depends on the merchandise, the consumer and the state of affairs. ( ( Neal, Quester & A ; Hawkins, 2000, p.5.3-5.4 & A ; p.5.22 ) Formal Clothing In the procedure of rating, a pupil will measure the features of assorted formal vesture and take the 1 that is most likely to carry through her or her demands. The appraising standards of the pupils include touchable cost, societal and psychological steps. The importance of peculiar appraising standards differs from consumer to consumer. The determination to buy formal vesture is base on the undermentioned appraising standards:

• Monetary value.
• Quality.
• Trade name.
• Manner.
• Shop.

The appraising standards sing the purchase of formal vesture are complex due to the degree of perceived hazard involved with such a high engagement purchase. Typically, high engagement planned purchases ( such as formal vesture ) follow the more complex compensatory determination regulations. A compensatory theoretical account involves pupils measuring each formal wear they view across all demand standards. In this case, one formal wear may counterbalance for failings in one standard.

However, frequently consumers will travel through different phases of regulations, that is, they will use a scope of regulations when measuring options with different properties being evaluated by different regulations at each phase. There are certain standards sing the purchase of formal clothin anogram that the pupils is nonwilling to accept at a minimal degree. Style and monetary value are two properties that was found from the interviews. Students are non prepared to take down their outlooks; therefore the compensatory theoretical account does non ever use in this state of affairs. These two standards are more non-compensatory regulations. Initially a disjunctive attack was adopted by respondents, where they would measure all formal vesture that meet their demands refering manner. Then they would travel onto an elimination-by-aspects attack. This involved them taking formal vesture that rated highest on their following most of import standards ( monetary value ) , and so go oning through the other properties ( trade name, quality ) until merely one formal wear remained. In drumhead, the formal vesture purchase determination involves both compensatory and non-compensatory theoretical accounts depending on the phases of the rating.

There are any Numberss of factors that affect a consumers determination devising. Travel professionals non merely have to appeal to the self-importance of the consumer with a Hotels service that makes them experience of import, they must besides cover with outside influencers; like friends, household, co-workers, and others. Understanding consumer behaviour is one of the top occupations for all sellers. To sell a service, one must understand their consumer and what motivates them.

There are a figure of schemes that can be employed to obtain trueness from consumers. As all concern people know, it is cheaper to maintain a client than to acquire a new. However, trueness in todays competitory environment is difficult to come by. By analyzing psychological factors that play into a consumers trueness and committedness to a hotel and its service, plans to earn that trueness have a better opportunity of wining. A traveller will gain points or wagess by remaining at the Grande Bretagne Hotel. Honoring repetition travellers with price reductions or a points system whereby the traveller can gain points toward excess comfortss or awards like travel books, digital cameras, etc. can be every bit effectual as expensive mailings or other selling runs designed to retain Hotels clients.

Advertisers frequently show how the benefits of their merchandises aid consumers as they perform certain functions. Typically the implicit in message of this promotional attack is to propose that utilizing the advertizers merchandise will assist raise ones position in the eyes of others while utilizing a rivals merchandise may hold a negative consequence on position.

Motivation relates to humans desire to accomplish a certain result. Many internal factors we have already discussed can impact a clients desire to accomplish a certain result but there are others. For case, when it comes to doing purchase determinations clients motive could be affected by such issues as fiscal place, clip restraints, overall value, and perceived hazard.

Motivation is besides closely tied to the construct of Involvement, which relates to how much attempt the consumer will exercise in doing a determination. Highly motivated consumers will desire to acquire mentally and physically involved in the purchase procedure. Not all services have a high per centum of extremely involved clients but sellers who market services that may take to high degree of consumer engagement should fix options that will be attractive to this group. For case, sellers should do it easy for consumers to larn about hotels services ( e.g. , information on web site, free picture prevue ) .

Selling Program

The selling program accurately describes the market, clients, service and the competition. Selling program plays an of import function in the cordial reception industry. It is indispensable for the development, growing and nutriment of a concern.

For the first few old ages the Grande Bretagne Hotel will necessitate to be aggressive in pulling new invitees. The selling scheme is capable to alter upon guest feedback and studies.

The hotel presently has the undermentioned concern mix.

Target Markets – Consumer: Target Markets – Consumer:

• New visitants going to the country ;
• Middle- and upper-income bracket ;
• Returning visitants to the country ;
• Businesss necessitating to keep little nightlong planning and scheme Sessionss ;
• Area nuptials parties.

The Grande Bretagne Hotel will take to pull concern invitees and their spouses necessitating to keep planning or scheme Sessionss off from the office in order to even out grosss throughout the hebdomad.

The Grande Bretagne Hotel will keep a front office staff member throughout the dark so invitees are able to acquire replies to any inquiry or service when they need it. This flexibleness is particularly attractive to the concern traveller. Clients will be able to reach the Grande Bretagne Hotel by telephone, facsimile, and electronic mail.

By giving careful consideration to client reactivity, The Grande Bretagne Hotels end will be to run into and transcend every service outlook of its hotel and sofa services. Its invitees can anticipate quality service and a entire quality direction ( TQM ) doctrine throughout all degrees of the staff.

Task 2 & # 8211 ; Questionnaire Design and Fieldforce Instructions

A valid questionnaire measures what it claims to mensurate. In world, many fail to make this. For illustration, a self completion questionnaire that seeks to mensurate people ‘s nutrient consumption may be invalid because it measures what they say they have eaten, non what they have really eaten. Similarly, responses on questionnaires that ask general practicians how they manage peculiar clinical conditions differ significantly from existent clinical pattern. An instrument developed in a different clip, state, or cultural context may non be a valid step in the group you are analyzing.

Reliable questionnaires yield consistent consequences from repeated samples and different research workers over clip. Differences in consequences come from differences between participants, non from incompatibilities in how the points are understood or how different perceivers interpret the responses. A standardised questionnaire is one that is written and administered so all participants are asked the exactly the same inquiries in an indistinguishable format and responses recorded in a unvarying mode. Standardizing a step increases its dependability.

Merely because a questionnaire has been piloted on a few of your co-workers, used in old surveies, or published in a equal reviewed diary does non intend it is either valid or dependable. The elaborate techniques for accomplishing cogency, dependability, and standardisation are beyond the range of this series. If you plan to develop or modify a questionnaire yourself, you must confer with a specializer text on these issues.

There are two chief aims in planing a questionnaire:

• To maximise the proportion of topics replying our questionnaire – that is, the response rate.
• To obtain accurate relevant information for our study.
• To maximise our response rate, we have to see carefully how we administer the questionnaire, set up resonance, explain the intent of the study, and remind those who have non responded. The length of the questionnaire should be appropriate. In order to obtain accurate relevant information, we have to give some idea to what inquiries we ask, how we ask them, the order we ask them in, and the general layout of the questionnaire.

As discussed in last month ‘s issue, there are three possible types of information:

• Information we are chiefly interested in-that is, dependent variables.
• Information which might explicate the dependent variables-that is, independent variables.
• Other factors related to both dependent and independent factors which may falsify the consequences and have to be adjusted for – that is, confusing variables.

Let us take as an illustration a national study to happen out pupils ‘ factors foretelling the degree of certain cognition, accomplishments, and attitudes at the terminal of their undergraduate medical class. The dependent factors include the pupils ‘ degree of relevant cognition, accomplishments, and attitudes. The independent factors might include pupils ‘ acquisition manners, GCSE and A degree classs, socioeconomic position, ethnicity, etc. Confusing variables might include the types and quality of learning in each medical school.

Sometimes, extra inquiries are used to observe the consistence of the topic ‘s responses. For illustration, there may be a inclination for some to click either “ agree ” or “ disagree ” to all the inquiries. Additional contradictory statements may be used to observe such inclinations.

There are several ways of administrating questionnaires. They may be self administered or read out by interviewers. Self administered questionnaires may be sent by station, electronic mail, or electronically on-line. Interview administered questionnaires may be by telephone or face to face.

Advantages of ego administered questionnaires include:

• Cheap and easy to administrate.
• Preserve confidentiality.
• Can be completed at respondent ‘s convenience.
• Can be administered in a standard mode.

Advantages of interview administered questionnaires include:

• Allow engagement by illiterate people.
• Allow elucidation of ambiguity.

The exact method of disposal besides depends on who the respondents are. For illustration, university lectors may be more suitably surveyed by electronic mail ; older people by telephone interviews ; train riders by face to confront interviews.

Flying and rating of questionnaires. Given the complexness of planing a questionnaire, it is impossible even for the experts to acquire it right the first clip unit of ammunition. Questionnaires must be pretested – that is, piloted – on a little sample of people characteristic of those in the study. In a little study, there might be merely pretesting of the drafted questionnaire. In a big study, there may be three stages of flying. In the first stage we might inquire each respondent in great item about a limited figure of inquiries: effects of different dictions, what they have in head when they give a peculiar reply, how they understand a peculiar word, etc. In the 2nd stage the whole questionnaire is administered by interviewers. Analysis of the responses and the interviewers ‘ remarks are used to better the questionnaire. Ideally, there should be sufficient fluctuations in responses among respondents ; each inquiry should mensurate different qualities – that is, the responses between any two points should non be really strongly correlated – and the non-response rate should be low. In the 3rd stage the pilot trial is polished to better the inquiry order, filter inquiries, and layout.

Normally respondents spent an norm of 33 proceedingss replying a assortment of inquiries about their backgrounds, gustatory sensations, and their shopping and media ingestion habits.

Undertaking 3 – Information for Selling Decisions

Market research consists of two primary classs: primary informations and secondary informations.

Primary information is made of information obtained through focal point groups, studies, and observation.

Secondary informations is provided by another group, such as the Census Bureau, a professional association, or believe armored combat vehicle. A job with utilizing secondary informations beginnings is their information may non associate to your mark market or geographic country.

Obtaining primary informations yourself is clip devouring and can be expensive ; but how much money have you or your company wasted on advertisement or activities that ended up non bring forthing the concern you thought they would?

There is demand to hold some primary informations in clients  purchasing forms. If there is no a system that provides you with mechanisms to breakdown informations into assorted groups, so there is demand to get down look intoing how to get one.

As the hotel began to analyze disbursals, it discovered that directors were over-scheduling employees on the weekends and even paying overtime to cover with the expected addition in clients that selling was driving in. Naturally most concern would come in on the weekend and the installation would staff up on Friday afternoons and eventides. When check-in information was examined, direction discovered that most visitants were look intoing in on Saturday forenoon. By doing scheduling accommodations and cross-training employees, the hotel was able to utilize fewer employees to manage the inflow of clients. More employees were given clip off on Friday darks, raising employee morale which resulted in improved client service. Soon, disbursals were down, gross was up, and most significantly, net incomes were up.

None of that would hold happened if direction didnt take the clip to look at the statistics, analyze the information, and do accommodations.

Surveies can besides supply of import information a concern can utilize to better the client experience, the employee experience, or widen the trade name through extra merchandise offerings.

Surveies are labour intensive since they take a spot of clip to make, administer, so compile and analyze the information. If disbursement a twosome of thousand dollars can take to 10s of 1000s or 100s of 1000s or more in gross, its money good spent. The same can be said if that investing saves you from passing even more money to put in something that your clients dont want ( and retrieve: Customers dont purchase what they need. They buy what they want. ) .

There are tonss of ways to carry on a study. The method used depends on what information youre seeking to obtain and what client section or section of possible clients ( or former clients ) youre seeking to make.

For illustration, if you own a bricks-and-mortar shop, you can inquire your clients to finish a speedy remark or study card while you package their purchases. Of class, they may non be as wholly honest as they could be since youre standing in forepart of them and, presuming you read the card right after they walk off its non anon. ( you could hold them drop it in a box for an excess degree of namelessness ) .

You could besides get off studies to clients ( with a self-addressed, stamped envelope or SASE ) , seek phone studies ( you can merely conceive of how difficult they are to carry on ), or email studies. All of these techniques have pros and cons and we cant emphasize plenty that the method you pick should be the best method to be used with the population youre aiming. If your clients are in a certain age group who are non heavy cyberspace users, an internet-based study administered through electronic mail would be a error.

Focus groups can be a great beginning of information but youll need to see how you recruit the participants, what features ( demographic and psychographic ) should your participants possess or non possess, and what will you give them as an inducement to go to.

Merely the rarest of the rare will take part in a focal point group merely because it sounds like a fun thing to make. Even studies need some degree of inducement to increase engagement. Including a SASE is a au naturel lower limit. No 1 is traveling to supply the envelope and postage to finish a study for your concern.

Decisions Decisions

The curious nature of the hotel concern may oblige the direction to believe short term about daily jobs or the next-meal periods, as the room twenty-four hours is a perishable point. The room tenancy perishes on the termination of the twenty-four hours.

Overall, the environment appears really positive for the Grande Bretagne Hotel. The forces driving market demand, chiefly economic and geographical, are strong, with more people remaining closer to place for shorter pickup trips and their comfort degree of sing London. On the negative side, there is competition, and it will take a piece for the Grande Bretagne Hotel to acquire & # 8220 ; established & # 8221 ; in its market niche.

Bibliography

1. The International Hotel Industry: Sustainable Management by Timothy L.G. Lockyer, December 2007.
2. Hotel Operations Management by David K. Hayes, Ninemeier, October 2006.
3. Opportunities in Hotel and Motel Management Careers by Shepard Henkin, March 2008.
4. Hotel Front Office Management by James A. Bardi March 2006, Hardcover, 4th edition
5. Hotel Management And Operations by Denney G. Rutherford, Michael J. O’Fallon Ph.D. ( Editor ) , February 2006, Paperback, 4th edition
6. Hotel Operations Management by David K. Hayes, Jack D. Ninemeier January 2006, Hardcover, 2nd edition
7. A Survival Guide for Hotel and Motel Professionals by Alan Gelb, Karen Levine, October 2004, Paperback
8. www.equitymaster.com
9. www.csupomona.edu
10. www.icbe.ie
11. www.hants.gov.
12. www.hotelinteractive.com
13. www.georgiacenter.uga.edu/is/mr/learning_objectives.phtml