A snapshot of yield management practices among front office employees in Kuala Lumpur five star hotels / Dian Aszyanti Atirah Mohd Asri

The purpose of this study was to propose the Yield Management practices consist of upselling, upgrading and overbooking practices among the front office employees and to test the relationship between YM and hotel performance. Additionally, this study also intended to identify the effect of employee...

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Main Author:	Mohd Asri, Dian Aszyanti Atirah
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Hospitality industry Hotels, clubs, restaurants, etc Food service
Online Access:	https://ir.uitm.edu.my/id/eprint/16261/1/TM_DIAN%20ASYANTI%20ATIRAH%20MOHD%20ASRI%20HM%2014_5.pdf
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id	my-uitm-ir.16261
record_format	uketd_dc
spelling	my-uitm-ir.162612022-03-23T02:40:25Z A snapshot of yield management practices among front office employees in Kuala Lumpur five star hotels / Dian Aszyanti Atirah Mohd Asri 2014 Mohd Asri, Dian Aszyanti Atirah Hospitality industry. Hotels, clubs, restaurants, etc. Food service The purpose of this study was to propose the Yield Management practices consist of upselling, upgrading and overbooking practices among the front office employees and to test the relationship between YM and hotel performance. Additionally, this study also intended to identify the effect of employee reward scheme between YM and hotel performance and identified the most agreeable YM challenges faced by the front office employees. This study was specifically developed among the front office employees including receptionist and reservationist in Kuala Lumpur five-star hotels. Thus, convenience sampling was chosen and 240 questionnaires have been distributed to all 24 five-star hotels. It was specifically developed for full service, upscale hotels. Descriptive analysis has been computed on YM practices where upselling practice was chosen to be the most agreeable practices followed by upgrading and overbooking. In line with that, the relationship of YM practices and hotel performance was positively significant related (p < 0.05). Surprisingly, employee rewards scheme does not moderate the relationship between YM and hotel performance which contradict to the previous literature. Therefore, having insufficient knowledge on YM practices had given the most agreeable challenges among the front office employees. The findings of this study provided hoteliers with a better knowledge on YM practices from the employees’ perspectives. The top management also could get better in-sights on how to improve their current YM practices to augment hotel performance. Findings indicate that rewards scheme does not moderated the relationship between YM and hotel performance. Finally, this study also added to the existing literature of YM that was dominantly focused on the management perspectives. 2014 Thesis https://ir.uitm.edu.my/id/eprint/16261/ https://ir.uitm.edu.my/id/eprint/16261/1/TM_DIAN%20ASYANTI%20ATIRAH%20MOHD%20ASRI%20HM%2014_5.pdf text en public mphil masters Universiti Teknologi MARA Faculty of Hotel and Tourism Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Hospitality industry Hotels, clubs, restaurants, etc Food service
spellingShingle	Hospitality industry Hotels, clubs, restaurants, etc Food service Mohd Asri, Dian Aszyanti Atirah A snapshot of yield management practices among front office employees in Kuala Lumpur five star hotels / Dian Aszyanti Atirah Mohd Asri
description	The purpose of this study was to propose the Yield Management practices consist of upselling, upgrading and overbooking practices among the front office employees and to test the relationship between YM and hotel performance. Additionally, this study also intended to identify the effect of employee reward scheme between YM and hotel performance and identified the most agreeable YM challenges faced by the front office employees. This study was specifically developed among the front office employees including receptionist and reservationist in Kuala Lumpur five-star hotels. Thus, convenience sampling was chosen and 240 questionnaires have been distributed to all 24 five-star hotels. It was specifically developed for full service, upscale hotels. Descriptive analysis has been computed on YM practices where upselling practice was chosen to be the most agreeable practices followed by upgrading and overbooking. In line with that, the relationship of YM practices and hotel performance was positively significant related (p < 0.05). Surprisingly, employee rewards scheme does not moderate the relationship between YM and hotel performance which contradict to the previous literature. Therefore, having insufficient knowledge on YM practices had given the most agreeable challenges among the front office employees. The findings of this study provided hoteliers with a better knowledge on YM practices from the employees’ perspectives. The top management also could get better in-sights on how to improve their current YM practices to augment hotel performance. Findings indicate that rewards scheme does not moderated the relationship between YM and hotel performance. Finally, this study also added to the existing literature of YM that was dominantly focused on the management perspectives.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Mohd Asri, Dian Aszyanti Atirah
author_facet	Mohd Asri, Dian Aszyanti Atirah
author_sort	Mohd Asri, Dian Aszyanti Atirah
title	A snapshot of yield management practices among front office employees in Kuala Lumpur five star hotels / Dian Aszyanti Atirah Mohd Asri
title_short	A snapshot of yield management practices among front office employees in Kuala Lumpur five star hotels / Dian Aszyanti Atirah Mohd Asri
title_full	A snapshot of yield management practices among front office employees in Kuala Lumpur five star hotels / Dian Aszyanti Atirah Mohd Asri
title_fullStr	A snapshot of yield management practices among front office employees in Kuala Lumpur five star hotels / Dian Aszyanti Atirah Mohd Asri
title_full_unstemmed	A snapshot of yield management practices among front office employees in Kuala Lumpur five star hotels / Dian Aszyanti Atirah Mohd Asri
title_sort	snapshot of yield management practices among front office employees in kuala lumpur five star hotels / dian aszyanti atirah mohd asri
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Hotel and Tourism Management
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/16261/1/TM_DIAN%20ASYANTI%20ATIRAH%20MOHD%20ASRI%20HM%2014_5.pdf
_version_	1783733492608139264

A snapshot of yield management practices among front office employees in Kuala Lumpur five star hotels / Dian Aszyanti Atirah Mohd Asri

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