Hotel Industry

This paper will address the development of the hotel industry in the Azores Archipelago and the financial support awarded for this development throughout the 1980s. From this decade on that the Regional Government, the executive body responsible for the political and economic management of the Azores from 1976 on, placed great emphasis on the support and development of the tourism sector.

Purpose – Transforming experiences is in this paper approached as a destination choice process for adventure tourists. This study seeks to explain conditions that support place identity and place dependence development in Tanzania. The study proposes a testable destination choice model of international visitors to Tanzania. Design/Methodology/Approach – The proposed order of the model is that perceived constraints and satisfaction depend on expectation and travel motivation and that these two may further predict place identity and place dependence. These measures capture our research questions. Visiting tourists to Tanzania were confronted at airport. During August and September of 2010, 700 filled questionnaires were gathered and 504 was usable for further analysis. Final questionnaires were analyzed using SPSS and SEM (AMOS). Main results – The findings support that tourism policymakers and other stakeholders may consider tourists’ behaviors, such as expectations, motivations, per...

n view of the exponential growth, now is the time to help the hotel industry transform itself and embrace project management as a strategic competence. Hotel Owners Manual  is for those who manage hotel opening projects, including hotel project developers, hotel management company Head, hotel owners and asset managers, hotel vendors…all the way to hotel educational institutions. It explains that the traditional approaches to opening new hotels do not work efficiently, cause delay after delay, and cannot be scaled, thus new, more effective strategies are required.

Book reveals the enormous opportunity available to hotel owners, operators, and their professional advisors by adopting the formal project management practices

The Indian hotel industry is experiencing unprecedented growth. Over the next Ten years, without a project and operations management approach, this will not be possible. In this book, author Gajanan Shirke-MIH considers the plans for future hotel operation in India, illustrate the scale of the problem, analyzes why traditional approaches will not be able to facilitate, and why project management methodologies are the best way forward.

Hotel Owners Manual will help you build a foundation for success in meeting deadlines for the hospitality industry, development.

The main purpose of this study is to identify the effects of a good hotel design in a comprehensive manner. The systematic literature review method has been applied and the academic databases of the well-known publishers that are Science Direct, Taylor & Francis, Emerald, Sage and Wiley have been selected for advanced search. Twenty-eight research articles related to hotel design have been content analyzed. Findings of the content analysis indicate that a good hotel design can affect consumers' emotions, self-brand connection, satisfaction, preference, behavioral intentions and loyalty, and employees' aesthetic pleasure and well-being. Findings also demonstrate that a good design contributes to marketing and financial performances of hotels. Other contributions of a successful hotel design on the business are reduced staffing levels and maintenance costs, increased sales, greater efficiency, higher gross operating profit and the need for lower capital investment. Hotel design is closely related to sustainability, as well. Within this context, a framework identifying the effects of a good hotel design within micro and macro levels has been developed and discussed both theoretically and practically. Since the sub-purpose of the study is describing the current literature related to hotel design, some bibliometric indicators such as the journals publishing articles related to hotel design, distribution of the articles by years and number of authors studying on this topic, paper types of the articles (empirical or conceptual) and research methods (quantitative or qualitative) they applied have been examined to define more research gaps and future research directions.

In the hospitality industry improved service quality is essential to make customer happy. The rapid growth of the hospitality industry in the first decade of the 21st century forced the managers to evaluate the importance of service improvement in order to gain competitive advantage. The main objective of this research is to study the influence of different service quality factors in restaurant and its impact on customer satisfaction. The service quality dimensions in restaurants such as service quality of staff, menu diversity factors and atmospherics factors play a vital role in restaurant segments as it could create a strong positive mentality towards the services offered. The current study evaluates the influence of service quality dimensions on customer satisfaction in restaurants through correlation and ANOVA techniques.

Romanian Tourism has undergone considerable changes in the transition to the market economy. These changes, together with the inappropriate solutions adopted by the authorities, led to an unsatisfactory performance of the Romanian tourism, significant differences coming up between what the resort ministry communicates and promotes and the actual state of the Romanian tourism and hotel industry. This situation has also been maintained by poor and erroneous reporting of data by hoteliers regarding the hotels managed to the resort ministry but also by the poor processing of information received by the ministry of resort / NAT, leading to a database of erroneous information regarding the Romanian tourism and hotel industry supply. These data are practically useless for any interested parties, and moreover for those intending to use the facts especially for opening a new business in the hospitality industry. This paper aims at presenting a much closer to reality statistical summary of th...

Increasingly, travellers are using online review platforms to post reviews about hotels. The responses to negative reviews need to be managed in a way to recover service failures. The main aim of this study was to examine the strategies used by hotel managers in responding to negative reviews on TripAdvisor. An integrated framework for analysing response strategies is developed. Content analysis of TripAdvisor reviews and interviews with hotel managers show a range of response strategies are used. We uncover two additional dimensions: values and culture. Hotels are aware of the advantages that can be gained from using appropriate responses.

The rise of sharing economy players has revolutionised the accommodation sector. Airbnb is the largest provider of short-term rentals and is claimed to be threatening hotels. Many cities have already implemented short-term rental regulations. This master's thesis addresses a significant knowledge gap and quantifies the impact of short-term rental regulation on the hotel performance metrics revenue per available room (RevPAR), average daily rate (ADR) and occupancy rate (OCC) in five European cities by running a panel data regression model with fixed effects. The findings show that Airbnb supply has a significant negative effect on all performance indicators. The results also indicate that stricter regulation increases OCC but decreases ADR. This implies that Airbnb and hotels function at least partially as substitutes. Moreover, the substitution trend is more observable for lower-end hotels. The impact of Airbnb and its regulation on the hotel industry is not only statistically but also economically significant and leads to important theoretical and practical implications.

The research paper is an empirical work to ascertain the awareness and satisfaction levels of the hotel guests on the sustainability practices in Five Star hotels in Delhi. This paper also aims to determine the extent to which certain sustainability practices influence customer preferences and requirements. The methodology used in this research included a survey method, combined with an extensive secondary research and descriptive methods. The survey was conducted in selected Five star and Five-star deluxe hotels in Delhi from June 2016 until September 2016. The results of the study establish a direct relationship of sustainability practices with customer's satisfaction in Five Star Hotels in Delhi, however, it reveals that the prevailing sustainability practices do not satisfy the guests to a considerable extent. The research results can be used by hotel managers in order to improve and adopt sustainability strategy in their management policy in order to raise the level of awareness towards the hotel's sustainability initiatives undertaken and then to meet the demands of cognizant guests and for the sake of its own business survival.

This study aimed at identifying the determining factors of service quality on customer satisfaction and loyalty towards hotel industry in UAE. This study has investigated the different dimensions of service quality that impact customer satisfaction and customer loyalty in UAE hotels. For this research, primary data were used to identify the dimensions of service quality that impact customer satisfaction and customer loyalty. The use of primary data enabled the researcher to measure all the dimensions. This study is significant in the sense that it will allow the understanding of the concept and framework of the impact of service quality on customer satisfaction and customer loyalty that takes into account the comparative nature with conventional business. This will also support and enrich theory and model of service quality in UAE’s business environment. Finally, this will generate greater awareness among UAE hotel industry on the importance of service quality and its effectiveness. Moreover, systematically reviewing the customers’ feedbacks, decision makers might examine all the important aspects in order to determine the most appropriate decisions and actions to satisfy the customers with an aim to retain them. Hence, the deliberate structure of the management process will force hotel employees to examine relevant variables in deciding what to do and how to do it. In conclusion No doubt UAE is one of the leading countries in hotel industry but still there is lack and gap which they need to fulfil by doing many workshop as well as by proper training to the employee which will result in achieving customer satisfaction.

Purpose: This paper aims to develop and validate the scale for measuring digital marketing orientation (DMO) in the hotel industry. Methodology: The robust exploratory and confirmatory factor analysis procedure is applied to a data set collected through the online survey from 164 hotels in Bosnia and Herzegovina, Croatia, Serbia, and Montenegro. Results: Digital marketing orientation has been conceptualized, and a scale has been developed to measure this construct. The scale consists of 15 items in three defined dimensions (subscales): Strategic emphasis, Digital intelligence generation, and Planning and resource provisioning. Conclusion: Using the developed digital marketing orientation (DMO) scale, hotel managers can conduct a DMO audit similar to conducting a market orientation audit to determine in which areas it is necessary to improve market orientation in the online environment. Academics may use the DMO scale to investigate its antecedents and the influence of other factors on DMO and/or the influence of DMO on other factors. This is the first study, to the author's knowledge, that developed and validated a measurement scale for digital marketing orientation in the hotel industry.

There has been increased interest among researchers and industry to generate insights from user-generated data and ratings on account of valuable information such as data carry and its authenticity. Numerous studies offer insight into how traditional hotel classification ratings are influenced by the information and communication technology. However, no such studies that explore the relationship between traditional hotel ratings and the largest online hotel review website, TripAdvisor, could be found. To bridge the gap, the study uses the TripAdvisor hotel rating data from Greek hotels to explore this relationship using Kruskal-Wallis H test. The results show that mean TripAdvisor ratings of hotels are in proportion to the traditional hotel classification ratings.

The hotel industry is experiencing many issues along with the economic slump impact on the footfall. The present study has been emphasized on the factors effecting the employees' attrition in hotel industry. The study has considered the 4 and 5 stars rated employees as the sample respondents in Hyderabad district of Telangana state. The study mainly focused on the factors effecting the attrition and the measures to control. The study applied the simple random methodology to determine the sample size and collected the primary data. The structure equation model has been applied to know the effect of factors on the attrition of employees and the result stated that the long working hours are significantly influencing followed by the low job profile. The factor analysis has been applied for the suggestive measures and the result stated that the management should decrease the working hours and they should offer the incentives with recognition for the employees, so that the service quality level will be improved in the hotel industry. This paper is useful to the hotel industry management, employees and other related sectors. JEL Classification: M51, M52, M53 and M54.

The intention of this report is to identify, analyse and investigate how sports tourism can market and how it affects the hotel industry in Sri Lanka. Today sports tourism is a market worth 4.5$ trillion income (World Tourism Board, 2015).  The key results and conclusions such as high awareness about sports tourism marketing in Sri Lanka, positive standards about hotels in Colombo district, seasonal marketing plans for sports tourism and hotel industry, recommendations to upgrade sports tourism and hotel industry in Sri Lanka were reached through this report. Further, this report will be beneficial to people seeking about the future sport tourism and hotel industry in Sri Lanka.

Purpose:  The  purpose  of  this  paper  is  to  analyze  the  impact  of  technological  advancement  in  rooms’  division  of  Indian  hotel  industry.Design/methodology/approach:  Data  was  collected  via  in-depth,  semi  structured  interviews  with  senior  hotel  professionals  including  General Managers, Front Office managers, Executive Housekeepers & Sales Managers. Several research papers that provide statistics of organizational benefit due to implementation of technology were compared to Indian Hotel Industry. The research findings illustrate several benefits and drawbacks of implementing technology used by rooms’ division department for both front & Back of the house areas. Findings: The results demonstrate that technological advancement in rooms division can have a significant effect on enhancing the customer experience and increasing revenue however it may also be accompanied by challenges such as Data Management and breach of privacy. The study also presents the most commonly installed technologies that hoteliers plan to install in the near future.Practical implications: Evaluation of benefits and drawbacks of various technologies allow hotel managers to decide the implication of latest technological inventions into their organization. Originality/value: By identifying the set of benefits and drawbacks of technologies that are currently implemented in various organizations, this study helps hotel managers decide best possible ways to implement these technological technologies in their organization keeping Capital Investment, Guest satisfaction & employee efficiency into account.

The phenomenon of current prevailing wage is the phenomenon of high-wage high competitiveness. Wage theory developed by Rees (1973) and Katz (1980) suggested that wages should not look merely part of the production costs, but also wages are seen as part of efforts to improve the welfare and worker motivation. This theory is a theory of efficiency wages states that corporate profits could rise even though wages are paid above the equilibrium wage prevailing in the market. Yet here the two experts already take into account the quality of the workforce but have not yet come to empirical testing by developing a specific model. Therefore, researchers see this as an opportunity gap in an effort to uncover the phenomenon that occurs during labor and seeks to develop an empirical model to see the effect of wage and productivity as well as variables that can measure the quality of the workforce and a variety of other variables that affect wages and productivity collectively same. These factors are differences in the characteristics of the individual, human capital and the quality of working life (Quality of worklife). This research approach with constructivism approach through quantitative analysis techniques with a system of simultaneous equations. The unit of analysis is the study of labor in the hospitality industry .. The estimation results of research showed that education, training, experience, hours worked and productivity significantly positive effect on wages, while age and employment status are not significant. Quality of life and wages are significantly positive effect on productivity, while the education, experience, age and employment status are not significant. An important finding of the study that the training can significantly affect productivity but has a negative relationship. Overall, the findings of this study indicate that the positive effects of training on productivity will be greater in organizations that are willing to invest in a supportive working environment.

In this study, it is aimed to investigate the level of job satisfaction of hotel employees in relation with their demographic characteristics. For the beginning, literature review was made about job satisfaction in general. As the research methodology, a questionnaire form was prepared and applied to the employees of 5-star Hotels in the Anatolian side of Istanbul. The JSS (Job Satisfaction Survey) developed by Spector was used for the determination of job satisfaction among employees. Demographic and job related general questions were added to the applied questionnaire. The analysis of the outcomes were summarized and evaluated following the determination of frequencies of each demographic characteristics, general satisfaction level, satisfaction level for each JSS statement and significance of the relations between demographic characteristics and job satisfaction levels. Descriptive Statistics was made to see the overall job satisfaction level of the sample, Frequency Tables for general demographic / work related qualifications and each JSS items to see the detailed satisfaction levels, Independent-Samples T Test, One Way ANOVA and Welch Tests along with their Post Hoc Tests and Crosstabs to see the relationships between the respondents’ qualifications and their satisfaction level. As per the outcomes, general satisfaction level calculated 4.63 out of 7, which means the sample is close to being slightly satisfied with their job. Additionally, single men, earning more than the monthly poverty limit have the higher job satisfaction level among their colleagues.
Key Words: Tourism, Hotel industry, Job satisfaction, the Job Satisfaction Survey, Istanbul-Anatolian Side

This study aims to investigate the impact of cultural diversity on the hotel industry by exploring in the particular case of a US chain hotel operating in the UK. Three research questions are developed to address this research aim. Question one attempts to conceptualise cultural diversity in the hotel industry and in particular in the US chain hotel operating in the UK; research question two investigates the various types of impacts of cultural diversity on this context. Whereas, research question three identifies which of those impacts is the most significant for this context.
To answer these research questions, aims & objectives were defined; a qualitative methodology was employed. In particular, semi-structured and face to face interviews were completed with ten managers that had the knowledge about this subject and that are working in a hotel operating in the UK.
This study found that cultural diversity for the hotel industry means the differences in language, religion and cultural backgrounds. Second, the impacts of cultural diversity on this context affects the levels of learning and understanding, decision-making and performance. Third, the most significant impact of cultural diversity that affects the hotel industry is the level of knowledge and understanding.

So as to be successful in the business, it is not adequate to attract new customers; hoteliers should focus on maintaining existing customers employing effective strategies of customer commitment, satisfaction and loyalty to maximize their lifetime value. The main goal of this investigation is to demonstrate the vital effects of customer satisfaction and customer commitment on customer loyalty. A field survey of four and five star hotel customers in Jammu and Kashmir, India was conducted using a questionnaire. Simple random sampling technique was used to select the sample. A total of 120 questionnaires were distributed to hotel customers and out of which 112 were returned (93% response rate). The results showed that satisfaction and commitment has positive effects on customer loyalty and also customer satisfaction has a positive effect on commitment. Thus, to generate competitive benefits and increase customer loyalty, hospitality managers may pay more reflection towards satisfaction and commitment to sustain existing customers in developing long lasting relationship with customers in the hotel industry.

As far as customers are the means of the existence of business organizations, customer relationship management is the exclusive weapon to win customers confidence and keep sustainable competitive advantage. CRM implementation in the hotel industry is an ongoing phenomenon as long as there is tough competition in the industry. The main objective of this research was to examine the influence of CRM on customer satisfaction. The research was focused on three and above three star rated hotels in Amhara Region, Ethiopia. The basic drive force of the researcher in this particular area was that the region has tremendous tourism destination in which hospitality business accompaniments required. Therefore, CRM issue and customer satisfaction in the hotel industry was an agenda for the researcher. Self-administered questionnaire in the form of 5 point Likert scale was the primary data collection instrument. 260 Hotel guests who stayed in the hotel, at least one night and more, during data collection had been selected at check-in time via stratified random sampling. Pearson correlation coefficient, ANOVA and multiple regression model were the inferential part of data analysis. SPSS version 23 was applied for data entry and presentation. All measures of CRM (people, technology, process and strategy) had positive relationship to customer satisfaction. People and strategy measures had positive and statistically significant contribution to customer satisfaction whereas technology and process measures had negative but statistically insignificant contribution. People element in these hotels was the best predictor of customer satisfaction.

One of the factors that affect labor productivity, especially in the hospitality industry, namely Quality of worklife (QWL). QWL is considered as the main driving force for the company's performance and the importance of free time indicated by the relationship with the various domains of life other that ultimately leads to QWL. QWL reveals the importance of respect for the human being in the work environment, the important role of QWL ie changing work climate that is technically and humane organization that brings to the quality of work life better, productive, efficient and profitable. But theory and previous studies have recently seen QWL as a dimension of its own and yet see how they affect the productivity of labor from an economic standpoint. Therefore, researchers see this gap as an opportunity in an effort to uncover the phenomenon that occurs during labor and seeks to develop an empirical model to see the effect of QWL on productivity and a variety of other variables that also affect labor productivity among wages, human capital, the age of the workforce and employment status and assess the dimensions of QWL most influential kind to QWL itself and productivity. This research approach with constructivism approach through quantitative analysis technique with multiple regression by Ordinary Least Squares (OLS) and Structural Equation Modeling (SEM) and using a Likert Scale to measure the value of QWL all workers. The analysis research unit are workers in the hospitality industry. The estimation results of research show that QWL and wages are significantly positive effect on productivity, while the education, experience, age and employment status did not significantly while pe exercise significant influence but do negatively on productivity. QWL most significant dimension to explain the variable QWL is a social dimension. While the dimensions of QWL most significant effect on labor productivity is the dimension of hospitality management.

A crucial interdependence exists between tourism, the environment and the community. Tourism and Hotel Industry are complementary to each other. Hotel industry consumes a huge amount of resources. Increasing awareness about sustainable Tourism among the hotel guests has compelled the hotel operators to follow environmental friendly practices. Keeping the customers satisfied is the top priority for the hoteliers and service quality plays a significant role to enhance customer satisfaction. Hotel service quality is related to the customers' expectations and perceptions and the difference between the two leads to gap in service quality. This paper studies the role of sustainability practices in Hotel Service Quality by presenting a sustainable service design of a Bed and Breakfast establishment in Sindhudurg District. This case study is an attempt to identify the impact of the sustainability practices in achieving the service quality in the hotel business using the SERVQUAL instrument. This study revealed that there is no significant gap in perceived service quality implying that the sustainability tools are effective in terms of service quality.

Hotel Modernity explores the impact of corporate space on the construction and texture of modern fiction and film. It centres the hotel and corporate space as key sites of modern experience and culture. Examining architectural and financial records, hotel trade journals, travel journalism, advertisements and cinematic and literary representations, it charts the rise of hotel culture from 1870 to 1939. From Henry James to Elizabeth Bowen and Charlie Chaplin, from the ecstatic Waldorf to the ephemeral Ritz, from upstate New York to the Italian Riviera, the book considers the effects of hotel space on bodies, selves and communities.

PURPOSE
This research paper discusses the effects of COVID-19 on hotel marketing and management practices and their recovery strategy then outlines re-opening plan to stimulate knowledge development in the hotel sector.
Research Question
1. How the management teams can establish an action plan to ensure the safe opening of the hotel and make sufficient resources available to ensure that the plan, once developed, can be implemented effectively and quickly?

This research aimed to measure the impact of empowerment on employees' innovation performance at five-star hotels in Jordan. The research applied the two main perspectives of empowerment (i.e., structural empowerment and psychological empowerment). A 35-item questionnaire, measuring empowerment and innovation performance, was distributed to 400 employees working in 12 five-star hotels in Jordan with a 63.5 response rate. Principle component analysis was utilized to determine the factor structure for both empowerment and innovation performance and regression analysis to determine the impact of empowerment on innovation performance. The results reveal that both forms of empowerment have a positive and significant impact on innovation performance. However, structural empowerment has a stronger impact on innovation performance than psychological empowerment. The results also show that integrating the two perspectives of empowerment together has clearly a higher level of impact on innovation performance than structural and psychological empowerment does when both taken separately. This research provides new insights into the existing literature, implications and directions for future research.

Employees stay with any organization because of two main reasons either because there are prices to pay for exiting from the current organization (loss of friendly colleagues, loss of benefit after retirement, loss of familiar environment, loss of level of comfort etc.) that overshadow the advantages of taking any offer or replace job in any another organization, or sometimes the employee cannot get any better employment opportunity i.e., Continuance commitment The vast majority of the writing has demonstrated that commitment is vital aspect for improving employee’s performance in each and every organization. Therefore, the most focal point of this investigation is to know the association between Continuance commitment and employee’s job performance in FENDA COMMUNICATION AND IT -Riyadh KSA. Consequently, about 68 employees are considered for study samples to gather data with close ended questionnaires. The results were analyzed and shows continuance commitment is the most essential element of employee commitment that affects the individual job performance in the sample organization. Furthermore, the findings have proven that Continuance commitment has dramatically affected workers job performance and there is an optimistic association with job performance of the workers within the sample study organization. Supported the findings, certain actionable suggestions are provided to the management of sample organization to enhance the extent of existing commitment to flourish the worker performance within the organization to realize sustainabl competitive advantage to compete in the dynamic market.

Starting with the notion that seasonality is one of the greatest challenges for the most hotels and tourist destinations, and without an exception for the hotels in European Mediterranean destination, this paper aims to gain knowledge of the coherence between business performance of global chain hotels and degree of seasonality, and if business or leisure hotels are more successful from the aspect of seasonality degree. Business performance is approximated by the following indicators: accommodation occupancy, average daily room rate (ADR) and revenue per available room (RevPAR). Data was collected via questionnaire from 196 global chain hotels from four Mediterranean tourist destinations (Croatia, Italy, Spain and Turkey). The data were analyzed using descriptive, inferential and multivariate statistics. The study concludes that there is a difference in business performance of the global chain hotels depending on the degree of seasonality. As the seasonality degree is lower, the hotels' business performance is higher. It is found that targeting the leisure or business hotel type cannot make the influence on the more favorable degree of seasonality. The paper contributes to theoretical and practical understanding of seasonality impact on the business performance of global chain hotels.

In the hospitality industry, employee turnover is extremely high which attracts both researchers and hoteliers to discover the reasons for this phenomenon due to the incredibly negative impacts of employee turnover on the hospitality industry's success, stability, and growth. However, prior studies had highlighted the great impacts of human resource management practices, work engagement and employee intrinsic motivation on employee turnover intention but these studies had theoretically and empirically investigated the influences of these factors on employee turnover intention separately leaving significant research gaps. The present paper aims to investigate these constructs theoretically in one model. Also, the current paper has highlighted some critical research gap in the literature of human resource management practices, work engagement, intrinsic motivation, and turnover intention, as well as it has theoretically filled these gaps.

The hotel industry is diverse for individuals to work in the different components and field of interest employed in the accommodation industry. The trend of hospitality and tourism is global. It tackled the current trends and issues of hotel industries with regard to lifestyles, brand, food supply chain, technology and rules and regulations so with challenges and problems. It ascertained the significant difference of the based on the assessments of the three groups of respondents. The study focused on the profile of the hotel relative to forms of business organization, classification, years in business and number of employees. The study is quantitative in nature utilizing descriptive method and purposive sampling to its 210 respondents such as tourists, hotel owners and employees in CALABARZON region using validated questionnaire dealt with Cronbach's Alpha. It observed the ethical consideration and statistical treatment of data using frequency, percentage, weighted mean, ranking and F-Test. Results revealed that the profile of hotels varies where its current trends were sharply observed as growing and competitive, and there is a great extent of existence of challenges and problems in the hotel industry. There is a significant difference in the current trends and challenges when group according to profile. The proposed input to tourism development planning may be helpful to the industry.

Customer Relationship Management (CRM) is an enterprise strategy that attracts, retains and elevates the clients. Proper implementation of this strategy will allow organizations to carry out tasks at a lower cost (Bavarsad & Hosseinipour, 2013). This study is undertaken to examine the determinants of the practice of customer relationship management in the hotel industry in the case of Hawassa City, Ethiopia. The study employed an explanatory research design with quantitative research approach. The required data were collected from 257 selected hotel employees by adopting a stratified random sampling technique. The collected data were analyzed using both descriptive statistics (frequency, percentage, mean, and standard deviation) and inferential statistics employing correlation and multiple linear regressions. The findings of the study indicated that the practice of customer relationship management at four star hotels was found to be moderate. The main determinants that influence customer relationship management practice in the study area were knowledge of customer relationship management, customer management process, technology for supporting customer relationship management, and human resource knowledge

Dominica, “the Nature Island of the Caribbean” as unknown for the Western countries, is rich in the natural and cultural resources without any industrialization and for its moderate economic sector, is prepared to diversify its economy with the Tourism Sector now.
The Island had been affected by the Hurricane Maria in 2017, and prior to that the tropical storm Erika in 2015. After facing the subsequent tragedies, the Island could save only 70 thousand inhabitants through the recoveries done.
With a well-planned mid-range level hospitality service, this destination is keen to compete with the neighbor Caribbean Islands. Mass tourism and a strong market position in the world of travel market for the famous Caribbean Islands are supposed to prevent the assets, and therefore a compatible political framework of the Island is bound to develop.
The major benefit of Dominica is considered to be its profound yet ultimate change of Travel Industry from the masses to personalized tourism-related products and avenues. Such are the opportunities which Dominica is geared up to avail by developing and practicing the digitally integrated environmental, social and economically sustainable Tourism avenues.
Furthermore, the holistic nature and social environment untouched by the commercialized tourism sector is a perfect match for the tourists, hybrid customers and or digital nomads as the ultimate facilitators.
The idea to develop a sustainable strategy for Dominica by using Airbnb came after discovering more than 400 listings. The Hotel Industry, with only 42 certified Hotels, is overturned by the largest peer to peer accommodation provider in the world. Having to stay that 50% of the certified Hotels are listing their rooms on Airbnb itself. The sharing economy platform with the transnational strategy and customer centricity which owes its market dominance by offering web and mobile friendly online community marketplace for the Hosts and Guests, and with the transparent dual charging and rating systems, the present cannot ignore anymore.
For local micro-entrepreneurs to the drifters, business travelers, as Guests and Hosts, for the hybrid consumers, and indigenous minorities and much more, no other system makes it easier to travel, operate and meet the like-minded individuals at the same level.
Airbnb can thereby be a factual threat for the traditional Hotel Industry and governance, but contemporarily it offers numerous opportunities for sustainable development. The search had had a very real effect and positive impact for the Discover Dominica Authority and the country through the signing of a contract between Airbnb and Dominica.
This research investigates the usability of Airbnb in Dominica and its positive impact on the economic prosperity and a link to the global Tourism Sector. The process should contribute to a better understanding of Airbnb as a sharing economy. In the end, strategies should assist in developing a suitable solution to enhance a cooperative agreement between Dominica and Airbnb.