Be My Guest : English for the Hotel Industry.

Be My Guest es un curso para empleados de servicios de hoteles de niveles elemental e intermedio que necesitan inglés para su trabajo. El libro contiene situaciones comunicativas diarias, para que así los empleados del hotel puedan entender y responder a las necesidades y peticiones de los invitados del hotel durante su estancia. El libro reúne las necesidades del siguiente personal: Recepcionista, portero, persona del bar, camarera, ama de llaves, encargada de las habitaciones, conserje, portero, aprendiz de la gerencia.

Testing Delivery Systems in Transnational virtual learning: the vocational management training for the european tourism industry (VocMat) case study

This article discusses the lessons learned from developing and delivering the Vocational Management Training for the European Tourism Industry (VocMat) online training programme, which was aimed at providing flexible, online distance learning for the European tourism industry. The programme was designed to address managers ‘need for flexible, senior management level training which they could access at a time and place which fitted in with their working and non-work commitments. The authors present two main approaches to using the Virtual Learning Environment, the feedback from the participants, and the implications of online Technology in extending tourism training opportunities

Customer satisfaction in the banking industry: a comparative study of Ghana and Spain

La satisfacció és una preocupació crucial pels clients i per les organitzacions, incloent els bancs. L'estudi examina la satisfacció global dels clients dels bancs a Ghana i Espanya. Així s'analitzen aspectes com la relació entre satisfacció global i les dimensions de qualitat dels serveis bancari, així com les pròpies dimensions principals de la qualitat d'aquests serveis. Finalment, les percepcions sobre aquestes dimensions son comparades entre els bancs de Ghana i Espanya. S'han analitzat els clients de 819 bancs de Ghana i Espanya, els resultats van mostrar que els clients espanyols estaven més descontents respecte les dimensions tangibles i empatia metre que els clients de Ghana puntuaven pitjar la dimensió conveniència. En general, els clients de Ghana estaven força més descontents amb els serveis bancaris que els d'Espanya. La fiabilitat, l'empatia i la conveniència son els predictors de satisfacció global en Ghana, mentres que la fiabilitat és la única dimensió que explica la satisfacció global a Espanya.

SME’s Alliance Dynamics in the Mobile Marketing Industry

This paper presents a case study of the two similar sized, new, technology-based firms acting as alliance partners in the Mobile commerce industry. The analysis describes how the alliance dynamics in our case study relate to seminal research in the field of business alliance formation. Contrary to the established predictions we find that the negative influence on alliance performance described as a consequence of the dissolved routinized alliance pattern by seminal authors is not present. At the same time, the case study shows that internalization of complementary assets does not by necessity result in dissolution of the business alliance as argued from a resource and competence based perspective.

Airline industry problems and prospects

Presentation Outline -The elements of the jig-saw puzzle -Trends in financial results -Industry charcateristics and problems -Major constraints -Trends in load factors -Financing? -Traffic growth prospects -Productivity is the key -The environmental challenge -Summary of main points

Key strategic issues affecting the airline industry

Scheduled and charter airlines: current issues and future developments - Key characteristics of airline markets - Market penetration of low cost scheduled airlines - Recent developments in the charter sector - Future prospects

Identification of resilience factors in rail engineering work

This paper discusses an ongoing project that aims at improving the potential for resilience of a system responsible for the planning of rail engineering work delivery. It focuses on the use of a human factors based approach as a way to achieve this end. In particular, the paper discusses the initial data collected by means of interviews and how this process gave way to a two fold goal: Understanding how the planning process works in reality and identifying any critical aspects of the system from a Resilience Engineering perspective. Given the nature of the process under study, information flows and communication issues have been given particular attention throughout the data collection and analysis stages. Initial data confirms that the planning process is greatly reliant on the capability of people using their knowledge and skills to communicate in a dynamic informational environment. Finally, the added value of the interviews is discussed from a human factors perspective and as a mean towards the aim of better understanding resilience in rail engineering planning.

Resilience in rail engineering work

This paper discusses an ongoing project that aims at improving the potential for resilience of a system responsible for the planning of rail engineering work delivery. This is being addressed by means of a methodology based on the observation and analysis of “real” planning activities, using resilience engineering concepts as a background. Interviews with planners have been carried out to provide an overview of the planning process and steer more in-depth investigation. Analysis of historic information and observation of planners’ main activities is underway. Given the nature of the process under study, information flows and communication issues have been given particular attention throughout the data collection and analysis stages. Initial data confirms that the planning process is greatly reliant on the capability of people using their knowledge and skills to communicate in a dynamic informational environment. Evidence was found of communication breakdowns at the boundaries of different planning levels and teams. The fact that the process is divided amongst several different areas of the organisation, often with different goals and needs, creates potential sources of conflict and tension.

Understanding safety and production risks in rail engineering planning and protection

Much of the published human factors work on risk is to do with safety and within this is concerned with prediction and analysis of human error and with human reliability assessment. Less has been published on human factors contributions to understanding and managing project, business, engineering and other forms of risk and still less jointly assessing risk to do with broad issues of ‘safety’ and broad issues of ‘production’ or ‘performance’. This paper contains a general commentary on human factors and assessment of risk of various kinds, in the context of the aims of ergonomics and concerns about being too risk averse. The paper then describes a specific project, in rail engineering, where the notion of a human factors case has been employed to analyse engineering functions and related human factors issues. A human factors issues register for potential system disturbances has been developed, prior to a human factors risk assessment, which jointly covers safety and production (engineering delivery) concerns. The paper concludes with a commentary on the potential relevance of a resilience engineering perspective to understanding rail engineering systems risk. Design, planning and management of complex systems will increasingly have to address the issue of making trade-offs between safety and production, and ergonomics should be central to this. The paper addresses the relevant issues and does so in an under-published domain – rail systems engineering work.