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11254 Downloads1 I Published: 19 Aug ,2016

Different Types Oceanic Resort

Indian Ocean is all about the exotic and isolated bare foot luxury. By arriving in the Maldives from sea route, one can have an unforgettable insight of tiny yet amazing island jewels. While one stares at the moist mountains, tea filled mountains and ancient temples of Sri Lanka from the Indian Ocean Resort, it is an utter bli (Williams and Uysal, 2003). The resort chosen for the project is Hunas Falls by Amaya in Sri Lanka. It is a country house resort having various luxurious facilities like golf course, spa, pool, fitness centreAnalysis of, tennis court, shuttle, etc. Hunas Falls is a combination of luxurious and adventurous escape which is situated in high hills of Sri Lanka. One can enjoy a shot of golf at mini course before a dip in the hotel's pool. There is an avid presence of flora and fauna combined with a spectacular nature walk across the green valleys, tropical forests and rugged mountains. The modish guest rooms and suites display a scenic view of lush forests and misty mountains. The nature encompasses its guests to sit in the balcony and to sip coffee or tea with the amazing scenery spotting local bird life and relax. Hunas Falls is the perfect place to discover Kandy's richest heritage by visiting tea plantations and small villages. The magnificent places to visit may be an ancient Temple of Tooth or a day trip straight up in the Knuckles Range and finally deep down into Nitre Cave.

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Unique Qualities of the resort includes an eye catchy view of Matale peaks from every room. There is a vast variety of private nature walks and cultural tours that are guided to the guests through a naturalist appointed by the hotel itself (Hunas Falls by Amaya, 2012). Facilities of romantic candle light dinner with adorable view and high teas can be planned by the guests on the terrace, pavilion and even lakeside boathouses.

The rooms are designed with the view of obtaining maximum view of sparkling scenery with private balcony that peak into the lush forests and beyond. Suites have been divided as superior rooms, deluxe rooms, Cardamom suite, Katsura suite and Highlander suite. One can Dine beside the lake view terrace by discovering the Western cuisine with Eastern flavours. The Millers pub is an ultimate cosy lounge with dramatic floors and pool table. The resort has been awarded with 5* - Sustainable Hotel Sri Lanka 2014 and Luxury Hideaway Resort 2015.
The project aims at understanding the nature and structure of Hunas Falls resort operations along with the importance of quality systems in resort. Various impacts and issues of managing incidents in resort have been detailed as well.

Analysing the functions of Hunas Falls resort operations

Talking about the travel n tour activities adopted by resort, a wide range of activities have been provided in order to meet the requirements of sensitive travellers. The main focus of Hunas Falls resort is on up market leisure travellers. It is involved in handling all the key areas of resort management which involves booking of transportation, accommodation, excursions, MICE (Meetings, Incentives, Conferences and Exhibitions) and cruise line representation through various tour operators present across the entire globe (Resort Management Association Continues Leading the Industry in Maintenance Fee Elimination, 2013). The resort has an extension of long networks that hold extensive relationships with the best and most reputed travel agencies and entities that gives an unparalleled edge to the resort by ensuring that the traveller will have an everlasting incomparable experience in Sri Lanka. It has collaborated with various online travel sights and portals which ensure e-bookings from any part of the globe. Hunas Falls resort has also come up with its own website < Hunas Falls resort> which ensures that any customer can book his room, see prices, select the room based on photographs and can prepare his or her itinerary based on the information provided on the website provided by it. The resort has direct connectivity through bus, train and airport along with the heliport facility which makes it easily accessible by all kinds of guests.

While talking about the business operations of the resort, it can be analysed that they have a responsible approach towards tourism and travel. This is an extreme factor that determines the long term success of resorts (Wagen and Goonetilleke, 2007). The hotel was opened in 1971 and by the time, it was taken over by the government to convert it into a state-run business. In 1989, it was further purchased and developed due to which the hotel owns 8 acres of land in present date. Hunas Falls by Amaya also operates and caters for all functions whether large or small. The basic business operation that it follows deals with carrying of responsible environmental management activities that will reduce, reuse and recycle the natural resources of environment. Various training sessions that are needed to be given to the employees are also provided by the resort through training and development programmes. The resort complies with the professional standards and ethical values through which it strives to achieve corporate responsibilities in every aspect of work culture. All this is done on the basis of wide understanding of duties in tourism sector by each employee, employer and member of society (Tsai, Pan and Lee, 2011). The approach taken towards its business operations reflects their commitment towards environment and the importance that they assign in dialogues with stakeholders. Its major business operations involve preserving nature by following various activities that will limit the water consumption, energy consumption, waste management, social commitments and environmental protection actions and would maintain the quality of food that they serve. '

Hunas Falls is a natural and peaceful heaven. Its main function is operating hotels and resorts by disposing a range of nature and environmental based adventurous activities for its customers. It is involved in various customer services which include an Ayurvedic centre which is engaged in treating guests with warm oil against skin. Here, the guests can fragrance the scent of local herbs and feel the steam rising around their body and this enchanting view can persuade large pool of customers (Tivers and Rakic, 2012). Individual treatments and techniques are being used by the hotel which ensures that the used herbal ingredients meet the requirements of each person’s body and lifestyle. The next delicacy that the resort provides is mouth watering western and eastern cuisine. Plenty of trails and tea estate tours are organised by the resort for its customers. Other services include foreign currency exchange, same day laundry service, IDD, Wi-Fi hot spots, 18 hours room service and Heliport. Many leisure services like swimming pool, golf coast, cycling, boat ride, excursions, hiking, Billiards and Pool Lounge, Croquet, Badminton, Shopping Boutique, Library, Jungle Treks etc. have also been provided by the resort. A wide range of waterfalls and bird watching facilities have also been provided in the resort packages.

Analysing the structure of the resort offices of different types

Different structures for different types of tour operations are there like summer and winter sun programmes, programmes for developed and developing countries, camping and self-catering programmes, sports programmes; specialist programmes like sailing, trekking along with other elements of structure like job titles, seniority, lines of communication, line management, links with head office and other offices (Negi and Manoher, 2009). There is a particular structure that needs to be followed while managing services between different entities. This has been observed that every resort has integration with several tour operators who help them in persuading customers towards travel and tourism services. Tour operators are entitled to promote the services of Hunas Falls and for that, they emphasize on different outlets and promotional aspects. Hunas Falls promotes the services on the basis of specified structure where all the tour operators play a major role as they manage different packages of tours and they are also entitled to help the customers in visiting diverse places.

Further, guest related activities are also managed in a proper manner where the resort is chiefly emphasized on meeting all diversified needs and demand of customers (Murphy, 2009). Under guest related activities, several services have been included which can assist in deriving customer satisfaction on higher extent. Tour operators have been assisting the Hunas Falls (resort) to include new service provision and through this, the tourism of such place can also be promoted adequately. The resort also makes sure that beach, sight scenes and sports activities are involved in all the packages so that overall client satisfaction can be acquired.

Moreover, the resort is also engaged in organizing specialist programme where in they are promoting seasonal tourism and events. The resort has been managing other activities through which customers are attracted towards tourism aspects. Organizing specialist programmes helps the resort to promote the services in adequate manner and through this, the entity also analyses several areas of improvements (Madanoglu and Brezina, 2008). The resort organizes several events and activities through which winter sports are promoted on higher extent. This gives the opportunity to involve different types of services and attractions in the overall package. According to seasons, Hunas Falls organizes events and tour operators are entitled to promote those services. All the different departments working with Hunas Falls are entitled to manage diversified services so that more development can be brought to organizational practices.

Effective quality systems

Quality is the most important attribute that needs to be there in the service provision so that customer satisfaction ratio can be encouraged. Quality is not only required in food services but also it is must be integrated with every service aspect. In order to manage proper resort services, it is essential for Hunas Falls to deliver proper quality food services to the clients so that health of client can be maintained (Jayawardena, 2001). There are various areas where quality aspects are required such as food and beverage sector, housekeeping services and customer management services. In hospitality, major emphasis should be given towards towards needs and demands of customers and for that all the services should be associated with quality aspects. While allocating rooms to the customers, it is essential for the resort manager to make sure that beds and other room services are completed properly and the environment is neat and clean.

In order to meet quality aspects, it is essential for the resort to monitor the activities in proper manner so that all the concerned operations could be managed adequately. While acquiring raw materials for the food services, the management has to make sure that all the resources are quality concerned and they are secured for client health (Harrington and Ottenbacher, 2011). The services involved in housekeeping department are properly accessed and monitored so that improvements can be found out. Concern towards quality aspects shows that the entity is considering needs and preferences of clients and that further aids in maximizing the level of client satisfaction.

The resort has been emphasizing on Total Quality Management where in focus has been made on producing quality products with zero defects. The probabilities of defects and issues can be avoided through using the TQM system. Quality procedures at Hunas Falls have been monitored properly and through this, the issues related to legal aspects and conflicts can be minimized. People are managing all their services in adequate manner and they are also fulfilling all the preferences of clients (Hallman and et.al., 2012). Thus, it can be said that having quality aspects helps Hunas Falls to raise the standard of services and through this, other clients can be persuaded towards the services. Quality systems at Hunas Falls are concerned with proper and appropriate services as per the preferences of clients.

Analyze incidence that affect the operations of a resort

It is an apparent fact that safety of customers are the prime responsibility of staff members of Hunas Falls and for that they chiefly emphasize on adequate food services. The resort staff members provides proper food services to the clients; however then also several issues are arising in the same area (Chen and Choi, 2008). Aspects related to consumer safety has been managed in adequate manner and when they visit the country, the resort management make sure that only proper and secured services are covered under the visiting areas. Issues related to environment at the resort can affect client interest and this can also impact efficacy of overall services. Furthermore, the property of the resort needs to be risk free so that client's health can be protected. Different departments are there in the resort, where in the administration department is entitled to record all the information about the clients; thus for client satisfaction, there must be proper record system and that should be accessed by only authorized entities (Brey, 2010).

Hunas Falls also make sure that while delivering services to the clients, quality. forces are highly considered.If a tour operator faces issues related to health and safety of consumers; then the operators must have to make sure that customers are getting adequate services from the hotels in all areas. If food related issues appears, then tour operators have to promote only those entities (hotels, resorts and restaurants) who deliver adequate services to the clients. Tour operators promotes the services of hotel; thus prior doing the same, they have to analyze service quality of all the concerned entities (Andriotis, 2001). Time to time feedback should be acquired from the customers so that improvements can be made accordingly. At the initial stage, the tour operators must have to deliver proper medical services so that to avoid serious health issues. Issues related to clients and their health aspects can be resolved through dealing only in quality facets. Thus it is vital for the tour operator to make sure that they are taking legal actions against those entities who deliver improper services; further compensation can be given to the clients as per the health issues. The tour operator is also entitled to make sure that the concerned entities are following health and safety aspects and provisions for overall customer satisfaction. The business has to assure the clients that such mistake will not appear in future (Abu and et. al., 2012).

Procedures to be implemented

The European Union has determined laws and regulations which needs to be followed in hospitality sector. Here, roles and functions of the personnel should be defined so that they can try to reduce quality related issues from the clients. Duty officers are also required to monitor the practices of resorts so that improvements can be made accordingly. Further, it is also essential for the resort to communicate properly with the affected customers and clients and on that basis, medical assistance can be delivered (Clarke and Chen, 2012). Consumer protection legislation should be followed so that all the resort management can get the idea regarding quality dimensions. Specified code of practices needs to be followed so that issues generating from the clients can be minimized. There should be proper documentation from the resort manager so that information about the client can be recorded in secured database management sysytem. All the personnel of resorts should get appropriate training in specific area so that so that they can fulfill needs of clients (Madanoglu and Brezina, 2008).

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Conclusion

Summing the entire study, it can be said that health and safety issues could arise in business entity at any time; therefore suitable procedure needs to be followed for reducing such issues.  Hunas Falls is populous for the spectacular views and scenery; thus, it gives vast array of private nature walks and cultural tours. The tour operators are also involved in providing proper information to the clients regarding the place and its tourism aspects. On the other side, Hunas Falls is also focusing on guest related activities where there are more specific services about tourism.

References

  • Abu, R. and et. al., 2012. Hospitality and Tourism. CRC Press.
  • Andriotis, K., 2001. Strategies on resort areas and their lifecycle stages. Tourism Review.
  • Brey, E. T., 2010. Developing a better understanding of resort management: An inquiry into industry practices. Journal of Hospitality Marketing & Management.
  • Chen, J. P. and Choi, Y., 2008. Generational differences in work values: a study of hospitality management. International Journal of Contemporary Hospitality Management.
  • Clarke, A. and Chen, W., 2012. International Hospitality Management. Routledge.

Different Types Oceanic Resort

Indian Ocean is all about the exotic and isolated bare foot luxury. By arriving in the Maldives from sea route, one can have an unforgettable insight of tiny yet amazing island jewels. While one stares at the moist mountains, tea filled mountains and ancient temples of Sri Lanka from the Indian Ocean Resort, it is an utter bli (Williams and Uysal, 2003). The resort chosen for the project is Hunas Falls by Amaya in Sri Lanka. It is a country house resort having various luxurious facilities like golf course, spa, pool, fitness centreAnalysis of, tennis court, shuttle, etc. Hunas Falls is a combination of luxurious and adventurous escape which is situated in high hills of Sri Lanka. One can enjoy a shot of golf at mini course before a dip in the hotel's pool. There is an avid presence of flora and fauna combined with a spectacular nature walk across the green valleys, tropical forests and rugged mountains. The modish guest rooms and suites display a scenic view of lush forests and misty mountains. The nature encompasses its guests to sit in the balcony and to sip coffee or tea with the amazing scenery spotting local bird life and relax. Hunas Falls is the perfect place to discover Kandy's richest heritage by visiting tea plantations and small villages. The magnificent places to visit may be an ancient Temple of Tooth or a day trip straight up in the Knuckles Range and finally deep down into Nitre Cave.

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Unique Qualities of the resort includes an eye catchy view of Matale peaks from every room. There is a vast variety of private nature walks and cultural tours that are guided to the guests through a naturalist appointed by the hotel itself (Hunas Falls by Amaya, 2012). Facilities of romantic candle light dinner with adorable view and high teas can be planned by the guests on the terrace, pavilion and even lakeside boathouses.

The rooms are designed with the view of obtaining maximum view of sparkling scenery with private balcony that peak into the lush forests and beyond. Suites have been divided as superior rooms, deluxe rooms, Cardamom suite, Katsura suite and Highlander suite. One can Dine beside the lake view terrace by discovering the Western cuisine with Eastern flavours. The Millers pub is an ultimate cosy lounge with dramatic floors and pool table. The resort has been awarded with 5* - Sustainable Hotel Sri Lanka 2014 and Luxury Hideaway Resort 2015.
The project aims at understanding the nature and structure of Hunas Falls resort operations along with the importance of quality systems in resort. Various impacts and issues of managing incidents in resort have been detailed as well.

Analysing the functions of Hunas Falls resort operations

Talking about the travel n tour activities adopted by resort, a wide range of activities have been provided in order to meet the requirements of sensitive travellers. The main focus of Hunas Falls resort is on up market leisure travellers. It is involved in handling all the key areas of resort management which involves booking of transportation, accommodation, excursions, MICE (Meetings, Incentives, Conferences and Exhibitions) and cruise line representation through various tour operators present across the entire globe (Resort Management Association Continues Leading the Industry in Maintenance Fee Elimination, 2013). The resort has an extension of long networks that hold extensive relationships with the best and most reputed travel agencies and entities that gives an unparalleled edge to the resort by ensuring that the traveller will have an everlasting incomparable experience in Sri Lanka. It has collaborated with various online travel sights and portals which ensure e-bookings from any part of the globe. Hunas Falls resort has also come up with its own website < Hunas Falls resort> which ensures that any customer can book his room, see prices, select the room based on photographs and can prepare his or her itinerary based on the information provided on the website provided by it. The resort has direct connectivity through bus, train and airport along with the heliport facility which makes it easily accessible by all kinds of guests.

While talking about the business operations of the resort, it can be analysed that they have a responsible approach towards tourism and travel. This is an extreme factor that determines the long term success of resorts (Wagen and Goonetilleke, 2007). The hotel was opened in 1971 and by the time, it was taken over by the government to convert it into a state-run business. In 1989, it was further purchased and developed due to which the hotel owns 8 acres of land in present date. Hunas Falls by Amaya also operates and caters for all functions whether large or small. The basic business operation that it follows deals with carrying of responsible environmental management activities that will reduce, reuse and recycle the natural resources of environment. Various training sessions that are needed to be given to the employees are also provided by the resort through training and development programmes. The resort complies with the professional standards and ethical values through which it strives to achieve corporate responsibilities in every aspect of work culture. All this is done on the basis of wide understanding of duties in tourism sector by each employee, employer and member of society (Tsai, Pan and Lee, 2011). The approach taken towards its business operations reflects their commitment towards environment and the importance that they assign in dialogues with stakeholders. Its major business operations involve preserving nature by following various activities that will limit the water consumption, energy consumption, waste management, social commitments and environmental protection actions and would maintain the quality of food that they serve. '

Hunas Falls is a natural and peaceful heaven. Its main function is operating hotels and resorts by disposing a range of nature and environmental based adventurous activities for its customers. It is involved in various customer services which include an Ayurvedic centre which is engaged in treating guests with warm oil against skin. Here, the guests can fragrance the scent of local herbs and feel the steam rising around their body and this enchanting view can persuade large pool of customers (Tivers and Rakic, 2012). Individual treatments and techniques are being used by the hotel which ensures that the used herbal ingredients meet the requirements of each person’s body and lifestyle. The next delicacy that the resort provides is mouth watering western and eastern cuisine. Plenty of trails and tea estate tours are organised by the resort for its customers. Other services include foreign currency exchange, same day laundry service, IDD, Wi-Fi hot spots, 18 hours room service and Heliport. Many leisure services like swimming pool, golf coast, cycling, boat ride, excursions, hiking, Billiards and Pool Lounge, Croquet, Badminton, Shopping Boutique, Library, Jungle Treks etc. have also been provided by the resort. A wide range of waterfalls and bird watching facilities have also been provided in the resort packages.

Analysing the structure of the resort offices of different types

Different structures for different types of tour operations are there like summer and winter sun programmes, programmes for developed and developing countries, camping and self-catering programmes, sports programmes; specialist programmes like sailing, trekking along with other elements of structure like job titles, seniority, lines of communication, line management, links with head office and other offices (Negi and Manoher, 2009). There is a particular structure that needs to be followed while managing services between different entities. This has been observed that every resort has integration with several tour operators who help them in persuading customers towards travel and tourism services. Tour operators are entitled to promote the services of Hunas Falls and for that, they emphasize on different outlets and promotional aspects. Hunas Falls promotes the services on the basis of specified structure where all the tour operators play a major role as they manage different packages of tours and they are also entitled to help the customers in visiting diverse places.

Further, guest related activities are also managed in a proper manner where the resort is chiefly emphasized on meeting all diversified needs and demand of customers (Murphy, 2009). Under guest related activities, several services have been included which can assist in deriving customer satisfaction on higher extent. Tour operators have been assisting the Hunas Falls (resort) to include new service provision and through this, the tourism of such place can also be promoted adequately. The resort also makes sure that beach, sight scenes and sports activities are involved in all the packages so that overall client satisfaction can be acquired.

Moreover, the resort is also engaged in organizing specialist programme where in they are promoting seasonal tourism and events. The resort has been managing other activities through which customers are attracted towards tourism aspects. Organizing specialist programmes helps the resort to promote the services in adequate manner and through this, the entity also analyses several areas of improvements (Madanoglu and Brezina, 2008). The resort organizes several events and activities through which winter sports are promoted on higher extent. This gives the opportunity to involve different types of services and attractions in the overall package. According to seasons, Hunas Falls organizes events and tour operators are entitled to promote those services. All the different departments working with Hunas Falls are entitled to manage diversified services so that more development can be brought to organizational practices.

Effective quality systems

Quality is the most important attribute that needs to be there in the service provision so that customer satisfaction ratio can be encouraged. Quality is not only required in food services but also it is must be integrated with every service aspect. In order to manage proper resort services, it is essential for Hunas Falls to deliver proper quality food services to the clients so that health of client can be maintained (Jayawardena, 2001). There are various areas where quality aspects are required such as food and beverage sector, housekeeping services and customer management services. In hospitality, major emphasis should be given towards towards needs and demands of customers and for that all the services should be associated with quality aspects. While allocating rooms to the customers, it is essential for the resort manager to make sure that beds and other room services are completed properly and the environment is neat and clean.

In order to meet quality aspects, it is essential for the resort to monitor the activities in proper manner so that all the concerned operations could be managed adequately. While acquiring raw materials for the food services, the management has to make sure that all the resources are quality concerned and they are secured for client health (Harrington and Ottenbacher, 2011). The services involved in housekeeping department are properly accessed and monitored so that improvements can be found out. Concern towards quality aspects shows that the entity is considering needs and preferences of clients and that further aids in maximizing the level of client satisfaction.

The resort has been emphasizing on Total Quality Management where in focus has been made on producing quality products with zero defects. The probabilities of defects and issues can be avoided through using the TQM system. Quality procedures at Hunas Falls have been monitored properly and through this, the issues related to legal aspects and conflicts can be minimized. People are managing all their services in adequate manner and they are also fulfilling all the preferences of clients (Hallman and et.al., 2012). Thus, it can be said that having quality aspects helps Hunas Falls to raise the standard of services and through this, other clients can be persuaded towards the services. Quality systems at Hunas Falls are concerned with proper and appropriate services as per the preferences of clients.

Analyze incidence that affect the operations of a resort

It is an apparent fact that safety of customers are the prime responsibility of staff members of Hunas Falls and for that they chiefly emphasize on adequate food services. The resort staff members provides proper food services to the clients; however then also several issues are arising in the same area (Chen and Choi, 2008). Aspects related to consumer safety has been managed in adequate manner and when they visit the country, the resort management make sure that only proper and secured services are covered under the visiting areas. Issues related to environment at the resort can affect client interest and this can also impact efficacy of overall services. Furthermore, the property of the resort needs to be risk free so that client's health can be protected. Different departments are there in the resort, where in the administration department is entitled to record all the information about the clients; thus for client satisfaction, there must be proper record system and that should be accessed by only authorized entities (Brey, 2010).

Hunas Falls also make sure that while delivering services to the clients, quality. forces are highly considered.If a tour operator faces issues related to health and safety of consumers; then the operators must have to make sure that customers are getting adequate services from the hotels in all areas. If food related issues appears, then tour operators have to promote only those entities (hotels, resorts and restaurants) who deliver adequate services to the clients. Tour operators promotes the services of hotel; thus prior doing the same, they have to analyze service quality of all the concerned entities (Andriotis, 2001). Time to time feedback should be acquired from the customers so that improvements can be made accordingly. At the initial stage, the tour operators must have to deliver proper medical services so that to avoid serious health issues. Issues related to clients and their health aspects can be resolved through dealing only in quality facets. Thus it is vital for the tour operator to make sure that they are taking legal actions against those entities who deliver improper services; further compensation can be given to the clients as per the health issues. The tour operator is also entitled to make sure that the concerned entities are following health and safety aspects and provisions for overall customer satisfaction. The business has to assure the clients that such mistake will not appear in future (Abu and et. al., 2012).

Procedures to be implemented

The European Union has determined laws and regulations which needs to be followed in hospitality sector. Here, roles and functions of the personnel should be defined so that they can try to reduce quality related issues from the clients. Duty officers are also required to monitor the practices of resorts so that improvements can be made accordingly. Further, it is also essential for the resort to communicate properly with the affected customers and clients and on that basis, medical assistance can be delivered (Clarke and Chen, 2012). Consumer protection legislation should be followed so that all the resort management can get the idea regarding quality dimensions. Specified code of practices needs to be followed so that issues generating from the clients can be minimized. There should be proper documentation from the resort manager so that information about the client can be recorded in secured database management sysytem. All the personnel of resorts should get appropriate training in specific area so that so that they can fulfill needs of clients (Madanoglu and Brezina, 2008).

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Conclusion

Summing the entire study, it can be said that health and safety issues could arise in business entity at any time; therefore suitable procedure needs to be followed for reducing such issues.  Hunas Falls is populous for the spectacular views and scenery; thus, it gives vast array of private nature walks and cultural tours. The tour operators are also involved in providing proper information to the clients regarding the place and its tourism aspects. On the other side, Hunas Falls is also focusing on guest related activities where there are more specific services about tourism.

References

  • Abu, R. and et. al., 2012. Hospitality and Tourism. CRC Press.
  • Andriotis, K., 2001. Strategies on resort areas and their lifecycle stages. Tourism Review.
  • Brey, E. T., 2010. Developing a better understanding of resort management: An inquiry into industry practices. Journal of Hospitality Marketing & Management.
  • Chen, J. P. and Choi, Y., 2008. Generational differences in work values: a study of hospitality management. International Journal of Contemporary Hospitality Management.
  • Clarke, A. and Chen, W., 2012. International Hospitality Management. Routledge.
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