Hotel Guest e-questionnaires: Implications for Feedback and Relationships

This paper examines the reliability and efficacy of hotel guest e-mail questionnaire compared to the paper questionnaire in the Asian Pacific context. Conducted inPerth,SingaporeandPenang, cities with mature hospitality and tourism industries and a representation of chain and independent deluxe hotels, this exploratory qualitative study examines hotelier views of e-mail guest communication derived from content analysis of guest questionnaires format and content and in-depth interviews with senior hoteliers. The findings indicated that e-questionnaires manifested as e-mails, as a direct replacement of the paper questionnaire, appear to be premature given divergent hotelier views and shortcomings in e-mail response administration. If properly executed, e-mail can play an increasingly important adjunct role to the paper guest questionnaire as a part of a multi-channel approach. The balance/relationship between ‘high tech’ and ‘high touch’ needs to be maintained: the latter can enhance the latter but should not undermine it.

Parallel relationships, architecture and water : the urban spa

This thesis explores the relationship of architecture and water through the design of an urban spa that offers both a bodily and a poetic experience of water. Research included investigation of recent architectural projects that enhance and order the view, sound, and touch of water as well as projects that integrate fountains, showers and reflecting pools into the experience of a building. In the design of the spa, the movement of water was based metaphorically on the natural water cycle: evaporation, condensation and collection of water in pools. The building presents fountains, rivulets, and pools in a descending sequence that represents the natural flow of water. The temperature of water and the activities of the spa follow the same descending sequence, progressing from a warm water bath at the top of the building to cool swimming pool at the plaza level in a contemporary interpretation of the experience of a Roman Bath.