The YMCA line-up and hotel guest - what do they have in common?

A. Erickson, E. Losekoot, Kevin D. O'Gorman

    Research output: Contribution to conferencePaper

    Abstract

    This paper is an investigation of the impact of an explicitly Christian culture and ethos on the operational management of a hospitality facility. It was stimulated by the experiences of academic faculty members over almost a decade who stayed in the property being researched, the YMCA Salisbury hotel in Kowloon, Hong Kong. The paper discusses previous research conducted at the property and reported in academic journals (SD, 2002; Pun and Ho, 2001) and explores the historical links between religion and hospitality or hospitable-ness, including literature on the Rule of St Benedict (Morrison and O'Gorman, 2008). Having established that there is a long tradition between religion and hospitality, the paper goes on to pose the question of whether it is possible to be 'hospitable' at the same time as being efficient and commercially successful. Heracleous and Johnston (2009) illustrate using two case studies in Singapore that there are examples of public and not-for-profit organisations being extremely innovative, efficient, technology-led and focused on customer as well as employee satisfaction while at the same time delivered to challenging performance targets. Findings suggest that the YMCA Salisbury certainly appears to meet customer and employee expectations, while at the same time delivering surplus revenue which can then sustain community activities. Some suggestions in terms of further (possibly quantitative) research are made in the final section.

    Conference

    ConferenceThe New Zealand International Hospitality Management Conference
    CityTauranga, New Zealand
    Period16/11/0917/11/09

    Fingerprint

    customer
    Religion
    employee
    quantitative research
    Singapore
    Hong Kong
    revenue
    profit
    management
    community
    performance
    experience
    literature

    Keywords

    • hospitality
    • operations management
    • charity
    • YMCA
    • hospitality management

    Cite this

    Erickson, A., Losekoot, E., & O'Gorman, K. D. (2009). The YMCA line-up and hotel guest - what do they have in common?. Paper presented at The New Zealand International Hospitality Management Conference, Tauranga, New Zealand, .
    Erickson, A. ; Losekoot, E. ; O'Gorman, Kevin D. / The YMCA line-up and hotel guest - what do they have in common?. Paper presented at The New Zealand International Hospitality Management Conference, Tauranga, New Zealand, .
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    abstract = "This paper is an investigation of the impact of an explicitly Christian culture and ethos on the operational management of a hospitality facility. It was stimulated by the experiences of academic faculty members over almost a decade who stayed in the property being researched, the YMCA Salisbury hotel in Kowloon, Hong Kong. The paper discusses previous research conducted at the property and reported in academic journals (SD, 2002; Pun and Ho, 2001) and explores the historical links between religion and hospitality or hospitable-ness, including literature on the Rule of St Benedict (Morrison and O'Gorman, 2008). Having established that there is a long tradition between religion and hospitality, the paper goes on to pose the question of whether it is possible to be 'hospitable' at the same time as being efficient and commercially successful. Heracleous and Johnston (2009) illustrate using two case studies in Singapore that there are examples of public and not-for-profit organisations being extremely innovative, efficient, technology-led and focused on customer as well as employee satisfaction while at the same time delivered to challenging performance targets. Findings suggest that the YMCA Salisbury certainly appears to meet customer and employee expectations, while at the same time delivering surplus revenue which can then sustain community activities. Some suggestions in terms of further (possibly quantitative) research are made in the final section.",
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    author = "A. Erickson and E. Losekoot and O'Gorman, {Kevin D.}",
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    note = "The New Zealand International Hospitality Management Conference ; Conference date: 16-11-2009 Through 17-11-2009",

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    Erickson, A, Losekoot, E & O'Gorman, KD 2009, 'The YMCA line-up and hotel guest - what do they have in common?' Paper presented at The New Zealand International Hospitality Management Conference, Tauranga, New Zealand, 16/11/09 - 17/11/09, .

    The YMCA line-up and hotel guest - what do they have in common? / Erickson, A.; Losekoot, E.; O'Gorman, Kevin D.

    2009. Paper presented at The New Zealand International Hospitality Management Conference, Tauranga, New Zealand, .

    Research output: Contribution to conferencePaper

    TY - CONF

    T1 - The YMCA line-up and hotel guest - what do they have in common?

    AU - Erickson, A.

    AU - Losekoot, E.

    AU - O'Gorman, Kevin D.

    PY - 2009/11

    Y1 - 2009/11

    N2 - This paper is an investigation of the impact of an explicitly Christian culture and ethos on the operational management of a hospitality facility. It was stimulated by the experiences of academic faculty members over almost a decade who stayed in the property being researched, the YMCA Salisbury hotel in Kowloon, Hong Kong. The paper discusses previous research conducted at the property and reported in academic journals (SD, 2002; Pun and Ho, 2001) and explores the historical links between religion and hospitality or hospitable-ness, including literature on the Rule of St Benedict (Morrison and O'Gorman, 2008). Having established that there is a long tradition between religion and hospitality, the paper goes on to pose the question of whether it is possible to be 'hospitable' at the same time as being efficient and commercially successful. Heracleous and Johnston (2009) illustrate using two case studies in Singapore that there are examples of public and not-for-profit organisations being extremely innovative, efficient, technology-led and focused on customer as well as employee satisfaction while at the same time delivered to challenging performance targets. Findings suggest that the YMCA Salisbury certainly appears to meet customer and employee expectations, while at the same time delivering surplus revenue which can then sustain community activities. Some suggestions in terms of further (possibly quantitative) research are made in the final section.

    AB - This paper is an investigation of the impact of an explicitly Christian culture and ethos on the operational management of a hospitality facility. It was stimulated by the experiences of academic faculty members over almost a decade who stayed in the property being researched, the YMCA Salisbury hotel in Kowloon, Hong Kong. The paper discusses previous research conducted at the property and reported in academic journals (SD, 2002; Pun and Ho, 2001) and explores the historical links between religion and hospitality or hospitable-ness, including literature on the Rule of St Benedict (Morrison and O'Gorman, 2008). Having established that there is a long tradition between religion and hospitality, the paper goes on to pose the question of whether it is possible to be 'hospitable' at the same time as being efficient and commercially successful. Heracleous and Johnston (2009) illustrate using two case studies in Singapore that there are examples of public and not-for-profit organisations being extremely innovative, efficient, technology-led and focused on customer as well as employee satisfaction while at the same time delivered to challenging performance targets. Findings suggest that the YMCA Salisbury certainly appears to meet customer and employee expectations, while at the same time delivering surplus revenue which can then sustain community activities. Some suggestions in terms of further (possibly quantitative) research are made in the final section.

    KW - hospitality

    KW - operations management

    KW - charity

    KW - YMCA

    KW - hospitality management

    UR - http://wms-soros.mngt.waikato.ac.nz/IHMC/default

    M3 - Paper

    ER -

    Erickson A, Losekoot E, O'Gorman KD. The YMCA line-up and hotel guest - what do they have in common?. 2009. Paper presented at The New Zealand International Hospitality Management Conference, Tauranga, New Zealand, .