jeremy huyton - Academia.edu (original) (raw)

Papers by jeremy huyton

Research paper thumbnail of Balanda Tourists and Aboriginal People

Elsevier eBooks, 2005

Although this research project was grounded in a positivistic, quantitative tradition, it is abou... more Although this research project was grounded in a positivistic, quantitative tradition, it is about visitor perceptions of tourism products based upon a culture very different to that derived from European Judeo-Christian roots. Arnold (1999: 275) cites the Aboriginal poet George Tinamin as writing:

Research paper thumbnail of Experienced Staff and Tailoring Food Service

International Journal of Contemporary Hospitality Management, 1992

Customer service training for food service staff is typically structured around simple procedures... more Customer service training for food service staff is typically structured around simple procedures (often based on acronyms) and is restricted to induction training. Two potential limitations stem from these practices: current training may fail to address the subtle general changes in approach which come with experience in food service: current approaches may not highlight the differences in service situations which could benefit from changes in specific behaviour, i.e. situations to which customer service can be tailored. Describes a study identifying the sophistication of food service skills and highlights many general behavioural differences between novice and experienced staff. Reveals a framework of different customer/ situation contexts to which service behaviours can be tailored. Discusses the implications of the study for staff training.

Research paper thumbnail of Industrial Placements in Hospitality Management Courses

International Journal of Educational Management, 1991

W hat does the hospitality industry think about placements, how do students respond to them, and ... more W hat does the hospitality industry think about placements, how do students respond to them, and what is the view of college staff?

Research paper thumbnail of The implications of cross-cultural communication in the hotel industry: A Chinese case

This paper outlines a study which was conducted into the perceptions of the hotel industry as a c... more This paper outlines a study which was conducted into the perceptions of the hotel industry as a career for the people of China, and the attitudes and problems which they have regarding the 'Foreigners' who stay in their hotels and the expatriates who manage them.

Research paper thumbnail of Zoos in the 21st Century: Evaluation of the Importance and Satisfaction of Zoo Attributes

Research paper thumbnail of Industrial Placements in Hospitality Management Courses

International Journal of Educational Management, 1991

W hat does the hospitality industry think about placements, how do students respond to them, and ... more W hat does the hospitality industry think about placements, how do students respond to them, and what is the view of college staff?

Research paper thumbnail of Tourism and leisure: an integrative case in China

International Journal of Contemporary Hospitality Management, 1996

Investigates the interrelationship between tourism and leisure, based on a questionnaire survey a... more Investigates the interrelationship between tourism and leisure, based on a questionnaire survey and on personal communication with international tourists, hospitality workers and local residents. Adopts an integrative approach in the case study of the two coastal cities of Xiamen and Quanzhou, in the Fujian Province of the People’s Republic of China. Concludes that superficial homogeneity in social phenomena of two cities in close vicinity does not justify an actual similarity in the interaction between tourists and residents and the integration of tourism and leisure.

Research paper thumbnail of Customer service, employee welfare and snowsports tourism in Australia

International Journal of Contemporary Hospitality Management, 2008

PurposeThe aim of this paper is to explore the extent to which employee welfare and human resourc... more PurposeThe aim of this paper is to explore the extent to which employee welfare and human resource management impacts on customer service.Design/methodology/approachData were collected from a number of operational staff of the Mount Kosciusko ski fields in Australia. The staff was selected at random and comprised both permanent local staff and seasonal staff, and completed a self‐administered questionnaire.FindingsThe results highlight the challenging living conditions of many seasonal workers on whom the industry depends and at the organizational level this research demonstrates a need for effective management skills and employment strategies that reflect the needs of seasonal staff. As was shown, there is a relationship between staff satisfaction, camaraderie and customer satisfaction.Research limitations/implicationsTo better gauge the extent to which this research is applicable to all “front line” employees this study could be replicated in such locations as islands or isolated ...

Research paper thumbnail of Hospitality management: An introduction

Research paper thumbnail of El anfitrión del huésped y al huésped del anfitrión: Los empleados en la hotelería china y sus pensamientos con respecto a la industria

Estudios y perspectivas en turismo, 1995

Research paper thumbnail of ANALYSIS OF TOURISM DEVELOPMENT IN THE MALVINAS / FALKLAND ISLANDS Employees of chinese hospitality industry, and their thoughts about this industry

The article describes the growth of tourism in Malvinas (Falkland Islands) and examines the issue... more The article describes the growth of tourism in Malvinas (Falkland Islands) and examines the issues concerned with its development. The key issues in the development of tourism on the Islands are protection of the environment, population balance and the economics of the infrastructure. These issues are commonly found where the environment is in itself the object of tourism. What is exceptional about the Islands is that the number of visitors is strictly limited. The main economic areas are agriculture and fishery. The economics of tourism closely related to the maintenance of the infrastructure and to the level of household earnings, It is shown that although development has been successful, it has been slow. However, it is clear that tourism plays a central role in the social integration of the island's population. Following China´s open door policy the hospitality industry in China began a new era. The "outside" was openly courted; irrational rules and regulations wer...

Research paper thumbnail of Principles of Hotel Front Office Operations

The AMFITEATRU …, 2008

Rezumat Cartea a fost concepută pentru a pune la dispoziţia studenţilor şi a tuturor celor implic... more Rezumat Cartea a fost concepută pentru a pune la dispoziţia studenţilor şi a tuturor celor implicaţi în industria hotelieră elementele de bază ale teoriei şi practicii operaţiunilor de front-office. Pe tot parcursul cărţii, aplicaţiile înlesnesc însuşirea modului de gândire a unui lucrător de la front-office. Succesiunea capitolelor urmează un client tipic, de la check-in la check-out, în relaţie cu celelalte sectoare şi departamente din cadrul unui hotel. Sue Baker şi Jeremy Huyton predau la catedra de management hotelier şi al turismului de la Politehnica din Hong Kong. Pam Bradley a fost conferenţiar la aceeaşi catedră. Autorii au o vastă experienţă didactică în Marea Britanie, precum şi o bogată experienţă în industria hotelieră.

Research paper thumbnail of Balanda visitors to Central Australia: Their perceptions

The paper reports the results of a survey of 358 visitors to Central Australia. It suggests that ... more The paper reports the results of a survey of 358 visitors to Central Australia. It suggests that satisfaction ratings with those aspects of the visit that relate to Aboriginal culture is associated with the level of importance attributed to those place attributes, but draws a distinction between importance and salience. The paper confirms other work that has shown that the highest levels of interest are shown by specific groups of visitors who can be identified by socio-demographic variables and that furthermore such levels of interest are only shown by a minority of all visitors to such sites. This is evidenced by a high non-response rates to items on a satisfaction scale relating to Aboriginal culture. The paper also seeks to locate the study within a wider context of social change within Australian Aboriginal life as it pertains to at least some current initiatives in popular culture.

Research paper thumbnail of Some considerations of impacts of attitude to foreigners by hotel workers in the Peoples Republic of China on hospitality service

Progress in Tourism and Hospitality Research, Jun 1, 1997

Chinese people have long been considered to be xenophobic, and this has not been helped by the is... more Chinese people have long been considered to be xenophobic, and this has not been helped by the isolationist stance imposed by the communist (Chinese socialist) leaders over the past several decades. The present study was carried out to discover the attitudes of hotel workers in the Peoples Republic of China (P.R.C.) to visitors to their country who stayed in hotels. A rationale is presented for subdividing visitors into ethnic groupings, these being: Western; Japanese; South East Asian; overseas (compatriot) Chinese; and local Chinese. Given these groupings, the study goes on to use repertory grid analysis to analyse the attitudes of a sample of hotel workers from a variety of departments within hotels, and from a diverse regional spread throughout PRC, to their hotel guests. It was found that there was considerable uniformity of view of the workers, independant of hotel department, as to the attributes of their guests relative to their ethnic origin. The most significant distinction was that the Japanese, South East Asian and local Chinese were all linked together as sharing negative attributes, that is to say they were generally disliked by the hotel workers. Conversely, the Western people and other (compatriot) Chinese were generally perceived to have positive attributes and were less unwelcome. These findings are discussed in more detail in the paper.

Research paper thumbnail of Principles of Hotel Front Office Operations: A Study Guide

An explanation of the principles and concepts of front office operations designed to help student... more An explanation of the principles and concepts of front office operations designed to help students new to the hotel industry. Activities, illustrations and tables are provided throughout the book. An ELBS/LPBB edition of this book is available.

Research paper thumbnail of Principles of Hotel Front Office Operations: A Study Guide

An explanation of the principles and concepts of front office operations designed to help student... more An explanation of the principles and concepts of front office operations designed to help students new to the hotel industry. Activities, illustrations and tables are provided throughout the book. An ELBS/LPBB edition of this book is available.

Research paper thumbnail of The cultural implications of Total Quality Management - the case of the Ritz Carlton Hotel, Hong Kong

Research paper thumbnail of The legal and moral issues surrounding the practice of yield management

International Journal of Contemporary Hospitality Management, 1997

Research paper thumbnail of Dispositions to Buy Postcards with Aboriginal Designs at Ulu ru-Kata Tjuta National Park

Journal of Sustainable Tourism, 1998

ABSTRACT

Research paper thumbnail of Who is Interested in Aboriginal Tourism in the Northern Territory, Australia? A Cluster Analysis

Journal of Sustainable Tourism, 2000

The paper reports findings derived from questioning 471 visitors to Katherine, Northern Territory... more The paper reports findings derived from questioning 471 visitors to Katherine, Northern Territory. A questionnaire was constructed using Juster Scales and items based upon the items of the Beard and Ragheb Leisure Motivation Scale. Respondents were asked to rate ...

Research paper thumbnail of Balanda Tourists and Aboriginal People

Elsevier eBooks, 2005

Although this research project was grounded in a positivistic, quantitative tradition, it is abou... more Although this research project was grounded in a positivistic, quantitative tradition, it is about visitor perceptions of tourism products based upon a culture very different to that derived from European Judeo-Christian roots. Arnold (1999: 275) cites the Aboriginal poet George Tinamin as writing:

Research paper thumbnail of Experienced Staff and Tailoring Food Service

International Journal of Contemporary Hospitality Management, 1992

Customer service training for food service staff is typically structured around simple procedures... more Customer service training for food service staff is typically structured around simple procedures (often based on acronyms) and is restricted to induction training. Two potential limitations stem from these practices: current training may fail to address the subtle general changes in approach which come with experience in food service: current approaches may not highlight the differences in service situations which could benefit from changes in specific behaviour, i.e. situations to which customer service can be tailored. Describes a study identifying the sophistication of food service skills and highlights many general behavioural differences between novice and experienced staff. Reveals a framework of different customer/ situation contexts to which service behaviours can be tailored. Discusses the implications of the study for staff training.

Research paper thumbnail of Industrial Placements in Hospitality Management Courses

International Journal of Educational Management, 1991

W hat does the hospitality industry think about placements, how do students respond to them, and ... more W hat does the hospitality industry think about placements, how do students respond to them, and what is the view of college staff?

Research paper thumbnail of The implications of cross-cultural communication in the hotel industry: A Chinese case

This paper outlines a study which was conducted into the perceptions of the hotel industry as a c... more This paper outlines a study which was conducted into the perceptions of the hotel industry as a career for the people of China, and the attitudes and problems which they have regarding the 'Foreigners' who stay in their hotels and the expatriates who manage them.

Research paper thumbnail of Zoos in the 21st Century: Evaluation of the Importance and Satisfaction of Zoo Attributes

Research paper thumbnail of Industrial Placements in Hospitality Management Courses

International Journal of Educational Management, 1991

W hat does the hospitality industry think about placements, how do students respond to them, and ... more W hat does the hospitality industry think about placements, how do students respond to them, and what is the view of college staff?

Research paper thumbnail of Tourism and leisure: an integrative case in China

International Journal of Contemporary Hospitality Management, 1996

Investigates the interrelationship between tourism and leisure, based on a questionnaire survey a... more Investigates the interrelationship between tourism and leisure, based on a questionnaire survey and on personal communication with international tourists, hospitality workers and local residents. Adopts an integrative approach in the case study of the two coastal cities of Xiamen and Quanzhou, in the Fujian Province of the People’s Republic of China. Concludes that superficial homogeneity in social phenomena of two cities in close vicinity does not justify an actual similarity in the interaction between tourists and residents and the integration of tourism and leisure.

Research paper thumbnail of Customer service, employee welfare and snowsports tourism in Australia

International Journal of Contemporary Hospitality Management, 2008

PurposeThe aim of this paper is to explore the extent to which employee welfare and human resourc... more PurposeThe aim of this paper is to explore the extent to which employee welfare and human resource management impacts on customer service.Design/methodology/approachData were collected from a number of operational staff of the Mount Kosciusko ski fields in Australia. The staff was selected at random and comprised both permanent local staff and seasonal staff, and completed a self‐administered questionnaire.FindingsThe results highlight the challenging living conditions of many seasonal workers on whom the industry depends and at the organizational level this research demonstrates a need for effective management skills and employment strategies that reflect the needs of seasonal staff. As was shown, there is a relationship between staff satisfaction, camaraderie and customer satisfaction.Research limitations/implicationsTo better gauge the extent to which this research is applicable to all “front line” employees this study could be replicated in such locations as islands or isolated ...

Research paper thumbnail of Hospitality management: An introduction

Research paper thumbnail of El anfitrión del huésped y al huésped del anfitrión: Los empleados en la hotelería china y sus pensamientos con respecto a la industria

Estudios y perspectivas en turismo, 1995

Research paper thumbnail of ANALYSIS OF TOURISM DEVELOPMENT IN THE MALVINAS / FALKLAND ISLANDS Employees of chinese hospitality industry, and their thoughts about this industry

The article describes the growth of tourism in Malvinas (Falkland Islands) and examines the issue... more The article describes the growth of tourism in Malvinas (Falkland Islands) and examines the issues concerned with its development. The key issues in the development of tourism on the Islands are protection of the environment, population balance and the economics of the infrastructure. These issues are commonly found where the environment is in itself the object of tourism. What is exceptional about the Islands is that the number of visitors is strictly limited. The main economic areas are agriculture and fishery. The economics of tourism closely related to the maintenance of the infrastructure and to the level of household earnings, It is shown that although development has been successful, it has been slow. However, it is clear that tourism plays a central role in the social integration of the island's population. Following China´s open door policy the hospitality industry in China began a new era. The "outside" was openly courted; irrational rules and regulations wer...

Research paper thumbnail of Principles of Hotel Front Office Operations

The AMFITEATRU …, 2008

Rezumat Cartea a fost concepută pentru a pune la dispoziţia studenţilor şi a tuturor celor implic... more Rezumat Cartea a fost concepută pentru a pune la dispoziţia studenţilor şi a tuturor celor implicaţi în industria hotelieră elementele de bază ale teoriei şi practicii operaţiunilor de front-office. Pe tot parcursul cărţii, aplicaţiile înlesnesc însuşirea modului de gândire a unui lucrător de la front-office. Succesiunea capitolelor urmează un client tipic, de la check-in la check-out, în relaţie cu celelalte sectoare şi departamente din cadrul unui hotel. Sue Baker şi Jeremy Huyton predau la catedra de management hotelier şi al turismului de la Politehnica din Hong Kong. Pam Bradley a fost conferenţiar la aceeaşi catedră. Autorii au o vastă experienţă didactică în Marea Britanie, precum şi o bogată experienţă în industria hotelieră.

Research paper thumbnail of Balanda visitors to Central Australia: Their perceptions

The paper reports the results of a survey of 358 visitors to Central Australia. It suggests that ... more The paper reports the results of a survey of 358 visitors to Central Australia. It suggests that satisfaction ratings with those aspects of the visit that relate to Aboriginal culture is associated with the level of importance attributed to those place attributes, but draws a distinction between importance and salience. The paper confirms other work that has shown that the highest levels of interest are shown by specific groups of visitors who can be identified by socio-demographic variables and that furthermore such levels of interest are only shown by a minority of all visitors to such sites. This is evidenced by a high non-response rates to items on a satisfaction scale relating to Aboriginal culture. The paper also seeks to locate the study within a wider context of social change within Australian Aboriginal life as it pertains to at least some current initiatives in popular culture.

Research paper thumbnail of Some considerations of impacts of attitude to foreigners by hotel workers in the Peoples Republic of China on hospitality service

Progress in Tourism and Hospitality Research, Jun 1, 1997

Chinese people have long been considered to be xenophobic, and this has not been helped by the is... more Chinese people have long been considered to be xenophobic, and this has not been helped by the isolationist stance imposed by the communist (Chinese socialist) leaders over the past several decades. The present study was carried out to discover the attitudes of hotel workers in the Peoples Republic of China (P.R.C.) to visitors to their country who stayed in hotels. A rationale is presented for subdividing visitors into ethnic groupings, these being: Western; Japanese; South East Asian; overseas (compatriot) Chinese; and local Chinese. Given these groupings, the study goes on to use repertory grid analysis to analyse the attitudes of a sample of hotel workers from a variety of departments within hotels, and from a diverse regional spread throughout PRC, to their hotel guests. It was found that there was considerable uniformity of view of the workers, independant of hotel department, as to the attributes of their guests relative to their ethnic origin. The most significant distinction was that the Japanese, South East Asian and local Chinese were all linked together as sharing negative attributes, that is to say they were generally disliked by the hotel workers. Conversely, the Western people and other (compatriot) Chinese were generally perceived to have positive attributes and were less unwelcome. These findings are discussed in more detail in the paper.

Research paper thumbnail of Principles of Hotel Front Office Operations: A Study Guide

An explanation of the principles and concepts of front office operations designed to help student... more An explanation of the principles and concepts of front office operations designed to help students new to the hotel industry. Activities, illustrations and tables are provided throughout the book. An ELBS/LPBB edition of this book is available.

Research paper thumbnail of Principles of Hotel Front Office Operations: A Study Guide

An explanation of the principles and concepts of front office operations designed to help student... more An explanation of the principles and concepts of front office operations designed to help students new to the hotel industry. Activities, illustrations and tables are provided throughout the book. An ELBS/LPBB edition of this book is available.

Research paper thumbnail of The cultural implications of Total Quality Management - the case of the Ritz Carlton Hotel, Hong Kong

Research paper thumbnail of The legal and moral issues surrounding the practice of yield management

International Journal of Contemporary Hospitality Management, 1997

Research paper thumbnail of Dispositions to Buy Postcards with Aboriginal Designs at Ulu ru-Kata Tjuta National Park

Journal of Sustainable Tourism, 1998

ABSTRACT

Research paper thumbnail of Who is Interested in Aboriginal Tourism in the Northern Territory, Australia? A Cluster Analysis

Journal of Sustainable Tourism, 2000

The paper reports findings derived from questioning 471 visitors to Katherine, Northern Territory... more The paper reports findings derived from questioning 471 visitors to Katherine, Northern Territory. A questionnaire was constructed using Juster Scales and items based upon the items of the Beard and Ragheb Leisure Motivation Scale. Respondents were asked to rate ...