Australia, Asia and cultural anxiety : inaugural AHA Anniversary Public Lecture, given at the Grand Hotel, Mildura on 29 September (2003).

My theme tonight is the recurrent idea that Australia could be expected to have an Asian future. From the 1880s there developed a speculative literature around the notion that Asia ('generic Asia' as I prefer to call it) would exert an increasing influence, possibly a determining influence, on the development and settlement of the Australian continent. There is a certain pathos about this story of a young, newly formed community on the threshold of nationhood finding Asia blocking its path. Would the ensuing contest be the making of white Australia; would the young nation define its national purpose and assert its right to exist or would it succumb to a force more powerful? Would white Australia become nothing more than a faint historical memory, a failed experiment in the complex and uncertain business of nation building? In short, would white Australia fail?

GHIRS: integration of hotel management systems by web services

Nowadays web services technology is widely used to integrate heterogeneous systems and develop new applications. In this paper, an application of integration of hotel management systems by web services technology is presented. The Group Hotel Integration Reservation System (GHIRS) integrates lots of systems of hotel industry such as Front Office system, Property Management system, Enterprise Information System (EIS), Enterprise Information Portal system (EIP), Customer Relationship Management system (CRM) and Supply Chain Management system (SCM) together. This integration solution can add or expand hotel software system in any size of hotel chains environment.

Service guarantee redress options in a hotel environment

Unconditional service guarantees are a popular marketing tool in the hotel industry worldwide. They promise total satisfaction and guests are free to invoke the guarantee whenever they are dissatisfied. While many hotels offer “money-back” compensation following guarantee invocation, others vary the payout depending on the severity of the service failure and still others will only compensate the customer if the problem leading to invocation of the guarantee cannot be fixed. To the researcher’s knowledge, the influence of compensation and fix (i.e., taking action to resolve the problem) on consumers’ perceptions of distributive justice has not been examined previously in a service guarantee context. This paper begins to address this gap by presenting a conceptual model and related propositions, arguing that redress (compensation and fix) is an important predictor of consumers’ perceptions of distributive justice, and that this relationship is moderated by service failure severity.

Do organizational service recovery actions impact on hotel guests future intentions and does speed of recovery matter?

This paper investigates hotel guests’ responses to organizational actions dealing with service failure. Eight service failure scenarios were used to identify guests’ intentions towards future visits. Guests’ intentions to switch hotels, revisit the property and remain loyal to the chain were found to vary based on the recovery efforts undertaken. This research found that empowering employees contribute to positive consumer intentions toward the service provider. Compensation was also found effective if offered through empowered employees. Speed of response to service failure was also identified as important action to improve consumer future intentions. Based on these findings, implications for future research are highlighted. Recommendations to the practitioners of hospitality and tourism sector were made for the management of failed service encounter.

A study on energy performance of hotel buildings in Singapore

This paper presents a study on energy performance of Singapore's hotel buildings. Energy consumption data and other pertinent information were collected from 29 quality hotels through a national survey. Building features and operational characteristics contributing to the variations in hotel energy performance were discussed. The annual average total energy use intensity (EUI) in these hotels is 427 kWh/m2. Electricity and gas are used in all sampled hotels, and some hotels also use diesel to power standby generator or hot water boiler. We also investigated relationships between electricity consumption and number of occupied rooms in individual hotels; the weak correlations found indicate it is necessary to improve energy management when occupancy rate is low. Besides, Pearson correlations between hotel energy use intensity and possible explanatory indicators revealed that three-star hotels differ from high class establishments in energy use. Worker density and years after the last major energy retrofit were also found to be highly correlated to hotel building energy use intensity. Also discussed in this paper is the effect of weather conditions on electricity consumption of the hotels.

Enhancing hotel managers’ organisational commitment : an investigation of the impact of structure, needfor achievement and participative budgeting

This study investigates the role of decentralised structure and managers’ need for achievement as antecedents of participative budgeting, and the impact of the concurrent relationships of all three preceding variables on organisational commitment. Ninety-one managers from the Australian hotel industry participated in the study and data were analysed using path analysis. Direct and positive relationships were found between the two antecedent variables: decentralised structure and managers’ need for achievement, and participative budgeting. Participative budgeting, in turn, was found to have a direct and positive relationship with organisational commitment. The results of the study have implications for the design of effective management control processes and for human resource management of hospitality organisations.

Hotel room

About this poem
"Hotel room" was inspired by a recent holiday, which prompted me to reflect on the strange condition of all the hotel rooms I’ve ever stayed in.