传统酒店:探索员工在这些独特的酒店环境中的体验

IF 3 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM
Mostafa Marghany, Nigel Morgan, Jocelyn Finniear, Paul White
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引用次数: 0

摘要

传统酒店在酒店业中扮演着重要的角色,保护文化遗产,为目的地提供真实而独特的客人体验和经济价值。因此,它们是一种重要但研究不足的酒店业务。它们的规模和星级不一,可以是精品和/或高档豪华酒店,由大型国际连锁酒店之一独立拥有和经营或管理。有三种类型的遗产酒店:原始,模拟和改造。第一种是酒店,其目的自成立以来一直保持不变,尽管现代化,但仍保持其原创性。第二种是模拟遗产酒店,与象征性遗产元素相关联。第三种是历史建筑(城堡、大教堂、宫殿等),它们被改造成酒店,赋予了新的象征意义和经济意义。本研究报告调查了第三种类型的传统酒店。这些建筑历史悠久,有地方感,对当地和社区具有文化意义。该报告采用了探索性的定性研究策略,并报告了半结构化深度访谈的数据,访谈对象是三家独立拥有和经营的英国(UK)乡村精品遗产酒店的16名面向客户的员工和经理。这种定性方法为深入揭示参与者的服务经验和遭遇提供了机会。该研究报告推动了现有的学术研究,该研究将小型传统住宿中的员工互动作为情感和个性化的客人体验进行了研究。这表明,将历史遗迹改造为遗产酒店具有独特的品质,使其与其他酒店的接待环境区别开来。因此,他们的员工认为自己是当地文化的管家和讲故事者,就像接待员、服务员等一样。最后,提出了进一步研究遗产酒店员工概念化的可能性。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Heritage hotels: An exploration of staff experiences in these unique hospitality environments
Heritage hotels play a significant role in the hotel sector, preserving cultural heritage and delivering authentic and unique guest experiences and economic value to destinations. As such, they are an important but under-researched hotel operation. They range in size and star rating and can be boutique and/or upscale luxury hotels, independently owned and operated or managed by one of the large international hotel chains. There are three types of heritage hotels: original, simulated, and converted. The first are hotels whose purpose has remained unchanged since their inception and, despite modernization, retain their originality. The second are simulated heritage hotels, which are associated with symbolic heritage elements. The third are historic structures (castles, cathedrals, palaces, etc.) that have been repurposed and converted into hotels, imbuing them with new symbolic and economic meanings. This research note investigates the third type of heritage hotels. These are buildings rich in history, a sense of place and hold cultural meanings for their localities and communities. The note employs an exploratory, qualitative research strategy and reports data from semi-structured in-depth interviews with 16 customer-facing employees and managers in three independently owned and operated United Kingdom (UK) rural boutique heritage hotels. This qualitative approach provided an opportunity to attain depth in revealing the participants’ service experiences and encounters. The research note advances extant scholarship, which has examined employee interactions in small heritage accommodations as emotional and individualised guest experiences. It suggests that historic sites repurposed as heritage hotels have distinctive qualities, setting them apart from other hotels as hospitality environments. As such, their staff regard themselves as stewards and storytellers of local culture as much as receptionists, servers, etc. It concludes by advancing possibilities for further research on this conceptualization of heritage hotel employees.
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来源期刊
Tourism and Hospitality Research
Tourism and Hospitality Research HOSPITALITY, LEISURE, SPORT & TOURISM-
CiteScore
7.40
自引率
8.60%
发文量
63
期刊介绍: Tourism and Hospitality Research is firmly established as a leading and authoritative, peer-reviewed journal for tourism and hospitality researchers and professionals. Tourism and Hospitality Research covers: • Hospitality and tourism operations • Marketing and consumer behaviour • HR management • Social Media and Marketing • Technology • Planning and development • Policy • Performance and financial management • Strategic implications • Environmental aspects • Forecasting and prediction • Revenue management • Impact assessment and mitigation • Globalisation • Research methodologies • Leisure and culture • Risk Management • Change Management
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