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Värdskap inom hotellbranschen: En kvalitativ studie om hotell i Stockholmsområdet
Södertörn University, School of Natural Sciences, Technology and Environmental Studies.
Södertörn University, School of Natural Sciences, Technology and Environmental Studies. 1991.
2018 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

I takt med att resandet ökar, har även konkurrensen mellan hotell ökat. För att hotell skall få återkommande gäster och goda recensioner av befintliga gäster behöver de sticka ut bland konkurrenterna. Ett sätt att göra detta är genom värdskap. Värdskap är något som personalen på hotell bidrar med när det utför en service med omtanke och inte bara på rutin. Av den anledningen har syftet med denna studie varit att få en djupare förståelse för hur värdskap på hotell i Stockholmsområdet kan påverka gästers upplevelse från ett producentperspektiv. De teorier som använts är, skillnad mellan värdskap och service, hur värdskap visas, ledningens roll i värdskapsarbetet, värdskap på en teaterscen, värdskap i teamet och värdskap efter vistelsen används och analyserats. En kvalitativ metod i form av intervjuer tillämpades för insamling av primärdata. Slutsatser som kan dras av denna studie är att värdskap kommer till uttryck i olika former, vilket är beroende av vilken service och image hotellen vill förmedla till sina gäster, samt vilken organisationskultur hotellen har. En annan slutsats som kan dras är att värdskap är knutet till bemötandet av gäster.

Abstract [en]

The continuing increase in traveling has over the years resulted in greater competition between hotels. In order for hotels to receive good reviews to attract new guests whilst simultaneously maintaining relationships with recurring guests they need to stand out among competitors. One way to do so is through exceptional hospitality. Exceptional hospitality means that the hotels services are delivered with care and attention, rather than being viewed as a routine. For this reason, the purpose of this study has been to gain a deeper understanding of how hospitality at hotels in Stockholm can affect the guest's experience from a producer perspective. The following will be researched; the difference between hospitality and service, how hospitality are shown, management’s role in hospitality, hospitality on a theater scene, hospitality in the team and hospitality after a stay at a hotel is used and analyzed. A qualitative method in form of interviews has been used to collect primary data. The results from this study are that hospitality can be shown in different ways. It depends on what type of service or image the hotel wants to communicate to their guests and what type of culture the organisation has and wants to maintain. The final conclusion is that hospitality is connected to the treatment of the guests at the hotel.

Place, publisher, year, edition, pages
2018. , p. 37
Keywords [en]
Hospitality, Hotel, Hotel Industry, Service, Staff, Management
Keywords [sv]
Värdskap, Hotell, Hotellbranschen, Service, Personal, Ledning
National Category
Natural Sciences Other Social Sciences
Identifiers
URN: urn:nbn:se:sh:diva-36106OAI: oai:DiVA.org:sh-36106DiVA, id: diva2:1240357
Subject / course
Tourism Studies
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2018-08-21 Created: 2018-08-21 Last updated: 2018-08-21Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • harvard-anglia-ruskin-university
  • apa-old-doi-prefix.csl
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf