Anjana Singh and Prashanti Jaykumar
Tourism and hospitality is one of the fastest growing segments of the services industry in India, and there is tremendous need and opportunity for young, educated and qualified…
Abstract
Purpose
Tourism and hospitality is one of the fastest growing segments of the services industry in India, and there is tremendous need and opportunity for young, educated and qualified professionals. Academics and employers agree that there is an increasing gap between the soft skills that companies expect from their entry-level employees and the skills that these young people possess. To bridge this gap, industry leaders and researchers indicate the need for more soft skills training. The purpose of this paper is to identify soft skills competencies that are required for a diverse group of entry-level employees and then to identify gaps by exploring the hospitality programme and internships.
Design/methodology/approach
The research is analytical in nature and draws on a literature review and a questionnaire as a survey tool for stakeholders. The research had separate questionnaires for employers, students and faculty members of the Vedatya Institute, educator for the service industry. The research is focused on entry-level employees – students who had graduated from Vedatya Institute in the past five years. The employers are primarily general managers and human resource managers of five-star hotels who have recruited and been part of campus interviews.
Findings
The research analysed soft or employability skills for the hospitality industry, and it provided valuable insights from employers and perceptions of graduates in attainment of those skills during their degree programme. The study highlighted the significant role of internship in developing soft skills.
Practical implications
The paper recommends practical solutions for educators and organizations that can be applied. The research synthesized current thinking on required soft skills for young entry-level employees and explores the soft skills gap in the context of a growing soft skills training market with recommendation for stakeholders.
Originality/value
The research sought to address the real life problem impacting the hospitality industry in India using inputs from the literature, graduates and employers.
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Anjana Singh, Meghna Rishi and Rati Shukla
The built environment
Abstract
Subject area
The built environment
Study level/applicability
This case can be used for undergraduate and post graduate level business and management studies. The topics identified for this case study would be environmental management applicable to green management, corporate sustainability and financial planning, buildings conservation, sustainable constructions and projects and the hospitality industry.
Case overview
Mr Niranjan Khatri is one of the people involved in ITC's successful implementation of green management techniques. The key issue causing concern to management is how they initiate this new concept to the already existing and functional hotels in the country. The second key challenge is managing their stakeholders. Being in the service industry, customer service and convenience is of prime importance and at times they may be in conflict with the sustainability agenda of ITC.
Expected learning outcomes
Students should be able to analyse the importance of environmental management in the hospitality industry; recognize the operational constraints and legal obligations surrounding environmental performance in hospitality and tourism, Interpret environmental theory and work out an implementation plan for implementing environmental management in hotels.
Supplementary materials
Teaching note.
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Sandeep Munjal and Anjana Singh
The purpose of this paper is to review and summarize the theme issue outcomes in relation to the strategic question: How is the hospitality and tourism industry in India…
Abstract
Purpose
The purpose of this paper is to review and summarize the theme issue outcomes in relation to the strategic question: How is the hospitality and tourism industry in India responding to the dynamic digital era?
Design/methodology/approach
This paper draws on the findings of the theme issue contributors to identify the response of the Indian hospitality and tourism industry towards the rapid pace of digitization and use of technology.
Findings
The summary highlights the research on various facets of digital push with respect to marketing of products and services, role of data analytics, use of technology tools in operations to impact customer experience. It has implications for industry practitioners, researchers and policymakers.
Practical implications
It is quite clear that technology needs to be embraced by the hospitality and tourism Industry in India at a faster pace to compete well globally, deployment of digital technology has potential to positively impact efficiencies and quality of customer experience. There are huge implications for how digital marketing is going to become a critical part of the marketing strategy at large.
Originality/value
The research in this theme provides insight from both practitioner and academic perspectives provide a take on the ground realities with respect to how the hospitality and tourism businesses in India are changing how they work in the digital era.
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Anjana Singh and Sandeep Munjal
This paper aims to introduce the background with the theme issue question: How is the hospitality and tourism industry in India responding to the dynamic digital era?
Abstract
Purpose
This paper aims to introduce the background with the theme issue question: How is the hospitality and tourism industry in India responding to the dynamic digital era?
Design/methodology/approach
The paper has discussed the importance of digital technologies and its scope in customer engagement and marketing of hospitality and tourism products; nevertheless, it also identifies the role of human touch and traditional marketing by suggesting the appropriate mix. This paper has examined the role of influencers and online reviews in impacting the purchase tech decisions related to travel and tourism.
Findings
This paper highlights the current digital trends in hospitality and tourism of India and highlights the contribution of authors toward the strategic question.
Practical implications
The theme issues draw extensively from industry leaders, digital agencies, restaurant owners and tech consumers to offer relevant and varied perspectives.
Originality/value
India is making significant progress in the adoption of digital technologies; yet, there is limited research in providing insights and barriers about hospitality and tourism services. This theme issue will identify the untapped potential and issues with respect to the Indian context.
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Keywords
Finance, accountancy, auditing.
Abstract
Subject area
Finance, accountancy, auditing.
Study level/applicability
Supports information systems audit (ISA), auditing practises and controls, corporate governance and internal controls and financial management modules, business administration and MBA programmes.
Case overview
The case study focuses on the implementation of ISA and information technology in the highly responsible task of executing financial audits The case emphasises on the fact that the advantages of ISA can only be reaped when they are amalgamated with an auditor's scrutiny, sharp eye, extensive knowledge of auditing systems and accounting principles and a rich experience of the auditing function. The suggested synergy also facilitates a reduction of around 60 per cent, in the cost of executing the audits and the man-hours required to complete the audit, as in the case of Jain Chowdhary & Company.
Expected learning outcomes
The case helps students to comprehend the relevance of audit trail. It emphasises on the importance of identifying the source of information and tracking raw data backward. It familiarises the students with the complexities involved in a real audit and emphasises on the role of logic, intelligence, diligence, patience and farsightedness while performing the auditing function. It is important for them to understand how White collar crimes take place in real business economy. This case, hence exposes students to these nuances and can make a student, from a non-commerce background, understand the key elements of efficient auditing. (Elaborate teaching objectives are appended in the teaching note.)
Supplementary materials
Teaching note.
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Rashmeet Kapoor, Anjana Singh and Geetika Manchanda
The aim is to provide insights on the inclusion of sustainability training during internship and the engagement of interns in the sustainability practices of the hotel. The paper…
Abstract
Purpose
The aim is to provide insights on the inclusion of sustainability training during internship and the engagement of interns in the sustainability practices of the hotel. The paper investigates how aspects of knowledge and participation in sustainable practices can bring about a positive change in the industry's future and also aid in the creation of smart green leaders.
Design/methodology/approach
The paper utilizes qualitative research methodology and draws on in-depth interviews with students and learning and development managers using multiple sources of evidence to derive a holistic picture.
Findings
The paper aims to highlight the importance of incorporating sustainability training as an indispensable part of hotel internships. It also reveals the positive impact and long-term behavioural changes of students along with presenting strategies to create student stewards for sustainability.
Research limitations/implications
The limitations of the study arise from its small sample size, which nonetheless generated some rich insights.
Originality/value
There has been much research in the area of hospitality internships, however, it has not been considered from the perspective of sustainability development or green internships. In this sense, the paper is novel as it challenges the traditional expectations of hospitality internships.
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Anjana Singh and Sandeep Munjal
This paper aims to explore the challenges in adopting and executing technology within the hospitality industry in India. The paper recognizes the upcoming trends and their impact…
Abstract
Purpose
This paper aims to explore the challenges in adopting and executing technology within the hospitality industry in India. The paper recognizes the upcoming trends and their impact on the expansion of the industry. Technology plays an integral role in strategic decision making, yet the service industry has only been able to utilize the technology superficially but has not been able to integrate its functions with other business operations. This paper seeks to explore the issues in taking on and implementing new technologies in the hotel organization globally and in India.
Design/methodology/approach
Personal interviews were conducted with general managers of global chains of hotel organizations in India to gain an insight into the challenges faced by the hotels globally and at the unit level in adopting and applying the technologies in their business operations. The research also provides information on future trends in technology that might lead towards the enhancement of the service delivery process.
Findings
This research helps in identifying the key internal and external challenges that the hospitality industry faces in adopting new innovative strategic IT solutions, hence leading to reluctance towards investment in IT. This research further amalgamates the key findings and presents a framework titled “Strategic importance of technology and challenges for hospitality industry”.
Practical implications
The paper recommends practical solutions for policy makers and practitioners that can be applied globally.
Originality/value
The research addresses the real life problems impacting the hospitality industry across the globe and has collected inputs from hotel experts or executives of international chains in India.
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Meghna Rishi, Anjana Singh and Rati Shukla
As there has been no research about specific Indian temples, the aim of this paper is to explore the role of technology and commercial factors at ISKCON temple in the National…
Abstract
Purpose
As there has been no research about specific Indian temples, the aim of this paper is to explore the role of technology and commercial factors at ISKCON temple in the National Capital Region, in enhancing the tourists' experience. ISKCON temple, New Delhi, has been the pioneer in implementing technology as a tool for augmenting spirituality and Krishna consciousness amongst visitors but it has been unable to excel in the same. Along with technology, various commercial aspects are also exclusively operative at the temple. This paper highlights the confluence of technology and commercial elements at the temple and their role in creating a satisfying visitor experience. The paper recommends changes that will help the temple's policy makers/management in developing superlative tourist experiences.
Design/methodology/approach
The paper explores a strategic question by interacting with the key stakeholders. More specifically, interviews with policy makers, temple committee members and devotees, have been conducted along with a questionnaire which has led to data collection from the customers.
Findings
Identified gaps in the technology and commercial factors that are currently in place at the ISKCON temple. A customer survey highlights key expectations of visitors, bringing out the satisfaction level of the visitors with their integrated experience at the ISKCON temple, New Delhi.
Practical implications
ISKCON temple attracts global tourists giving it a cosmopolitan nature. This research paper creates awareness amongst all the policy makers and temple management about ways to craft an outstanding as well as magnetizing experience for the visitors.
Originality/value
India has a legacy of spiritual destinations that have been attracting international and domestic tourists. In the light of this fact, it becomes critical to identify the factors and elements that enhance the cultural, spiritual as well as overall customer experience at these religious destinations.