http://hdl.handle.net/11089/46319 2026-04-05T16:07:04Z http://hdl.handle.net/11089/46757 Ekspansja międzynarodowych systemów i łańcuchów hotelowych do Europy Środkowej i Wschodniej po roku 1989 Niewiadomski, Piotr Stasiak, Andrzej The above analysis may be presented in the form of the following conclusions: – as an integral element of the consolidation of the hotel industry, the expansion of international hotel groups into Central and Eastern Europe is one of the most distinct geographical trends in the worldwide development of hotel groups; – an exceptional character of this expansion results from the specific context of the political and economic transformations in Central and Eastern Europe after 1989; – due to the lack of stabilisation caused by rapid transformations, the slow process of expansion initiated in the 1960s was in the beginning of the 1990s even hampered; in longer terms, however, it was the transformations which through privatisation and internationalisation accelarated the expansion later on; – initial scepticism of foreign investors led to the development of a few relatively strong domestic hotel groups in Central Europe; – two general patterns of expansion may be distinguished: the collective expansion basing on acquiring previously state-owned hotel chains (preferred by groups already present in the Central and Eastern European market e.g. Accor in Hungary) and the organic growth, basing on gradual adding new hotels to portfolio; – spatial patterns of expansion derive directly from two general patterns: whereas acquisitions of previously state-owned hotel enterprises comprise of hotels in both primary and secondary locations, the organic growth usually focuses on primary locations only and targets already developed markets; – both patterns influence the regional development in a different way: whereas the collective expansion fosters regional development through cooperating with local institutions and engaging in the mosaic of local contexts and thus fostering also the globalisation of the hotel sector, the organically growing hotel groups rather separate themselves from local communities and through participating in mere internationalisation, they seem to drift upon the surface of presumably uniform global market thus rather deepening existing unevenness; – the hotel sector is thus just another manifestation of economic unevenness in Europe on each of three levels distinguished; – further extensive research on the influence of the expansion into Central and Eastern Europe on regional development is still required. 2006-01-01T00:00:00Z http://hdl.handle.net/11089/46756 Zarządzanie jakością usług hotelarskich Wszendybył, Ewa Stasiak, Andrzej Tourism, referred to in the mass media as the industry of the 21st century, ranks among those branches that guarantee the fastest return on investment. Therefore it should be considered as a promising opportunity for Poland’s economy. Thorough analysis of objectives and marketing strategies appears nowadays as the most urgent need of enterprises. The times of easily predictable firms pursuing unchangeable market strategies have gone long ago. Today the market is the ‘war zone’, where ever new competitors appear, introduce new technologies, establish new rules and change marketing policy. The clients, always hunting up the best offers, became less loyal than in the past. Having an immense variety of goods and services from which to chose, they are increasingly demanding with regard to products, services and prices. High quality of services and products is the priority. Faced with almost unlimited choice, the clients opt for offers that meet their needs and expectations, taking into consideration subjective value of given service or product. The main goal of this paper is to identify and quantify service quality determinants in hospitality as seen from the point of view of the hotel guests – the principal quality testers. The service quality evaluation methods formerly employed such as cate-gorization and recommendation neglect the relationship between the service provider and the client. This is an important consideration as mutual satisfaction can be achieved only with regard to the interests of both parties concerned. The client must be provided with the best possible service during his hotel stay for a relatively fair price. On the other hand, the hotel as a service provider should generate profit by minimizing costs incurred by hospitality service. To identify and quantify service quality determinants in hospitality as seen from the point of view of the hotel guests the Servqual method and the critical incident technique have been used. The latter allowed to analyze the clients’ satisfaction degree, which is a resultant of service quality adequate for the client. Both methods allowed to evaluate the conformity of clients’ expectations and needs with actual standard of provided services. The research led to identi-fication of a group of determinants influencing service quality in hospitality. This paper also includes an attempt to adapt the Pareto-Lorenz analysis and the FMEA – methods widely used for evaluation of service quality in manufacturing – to the service sector. 2006-01-01T00:00:00Z http://hdl.handle.net/11089/46755 Miasta-kasyna w USA Dudek, Marcin Stasiak, Andrzej The casino hotel topic is still quite unknown within the polish hospitality and even hardly popular in Europe. However more and more Europe based hotel systems (e.g. Accor) seek to find the opportunity in attracting more guests and clients by enriching the own offer through the installment of a casino. In such casino-hotel-complexes the casino itself mostly has a complementary function and therefore the object cannot truly be called a casino hotel. The definition of a casino hotel seems to apply almost exclusively to the USA where gambling plays a far reaching role within what is understood as tourist attraction having a strong influence on creating casino-hotel-complexes with a casino leading a primary function and the hotel existing merely next to it. After presenting the urban and tourist evolution of Las Vegas as a renowned example of a high-scale hospitality development (Dudek 2005) it seemed to be interesting to outline and evaluate it to the other world famous American “casino cities”. The term “casino hotel” has been specifically defined in 7/2005. In the following article the expression “casino city” is much more appropriate though more loose according to the more precise hospitality definitions and terminology for it is the author’s own creation. Two of the American casino cities – Las Vegas and Reno – are practically neighbours. Their distance from each other exceeds over 700 km (450 miles) both cities are signified with similar, parallel development though. The latter was determined by the location within the same state, Nevada which over its area of 286.3 thousands sq. km (110.5 thousands sq mi) has a hardly changeless geographical environment. Las Vegas started as a Mormon mission on a trade route from Salt Lake City to Los Angeles, by the oasis in the Mojave Desert, created by artesian wells. Water shortage in that region would later be decisive for foundation of any kind of urban center. Other factors that triggered major development within hospitality and urbanization, as a whole, were legalized gambling with the localization on an important route from the Eastern states to California, construction of the Hoover Dam, functioning as a single major city within a radius of at least 500 miles, constant and dynamic growth of the city’s hospitality potential thanks to increasing popularity in leisure and show business, as well as the tourism market, transit traffic and workforce migration (see Dudek 2005). Reno depended on mostly the same circumstances. In 1840s gold ramblers used the shores of the Truckee River to pause and complete their water supplies on the way to California. By 1859 with the discovery of silver lodes in Nevada reverse migration from California occurred and settlement began where the presence of water allowed the supply of mines. Furthermore the founded town of Reno received a railway (Central Pacific) connection in 1868, almost 40 years earlier than Las Vegas. Railway connection of the East to the West gave birth and speeded up growth and development to new towns in Nevada. What also triggered Reno’s development was a liberal divorce law. By the 1930s the Great Depression slowed down the economics of either Reno and Las Vegas. In that time Reno was still at least twice as big as Las Vegas. After gambling was legalized in Nevada in 1931 rapid growth and prosperity began also when leisure tourism in summer and ski tourism in winter became specially emphasized. The development of the two cities in Nevada shows almost the same directions and lots of parallels: the very first casinos concentrated along the main street, vertical to the railway line. With time their got improved and enlarged becoming casino hotels. As space for new objects got tight and narrow new and bigger ones started to be built on the outskirts or beyond city limits. This development never reached in Reno the scale it reached in Las Vegas. In the first it is hardly noticeable that new hospitality investments ever left the downtown area (except for 2 casinos next to the Reno – Tahoe Intl. Airport and 2 in Sparks in the city’s metropolitan area), in the latter it moved the whole center of hospitality concentration, the city’s center of gravity to the south, towards the McCarran Intl. Airport (see Dudek 2005) creating a new touristic, economic, urban city core. In Reno the 2 existing casino hotels in the airport vicinity managed however to create of what is called Reno Entertainment and Shopping District together with the Reno Convention Center. Reno has hardly experience the tendency to build mega-resorts (avg. room no. Per casino is 1272; in LV – 2198), nor the creation of special themes (interior and exterior decoration). Although new investments outside Downtown Reno influenced (like in LV) the development of other parts of the city the marketing policy has there always been located within the very local tourism which dampened the city economics in opposite to the international range of Las Vegas tourism. The results have been a regression of the city’s income and tourist flow during the past 5 years. The Reno City Council is now trying at least to restore the tourism status prior the current crisis by launching several amendments of the city’s appearance. Its future remains insecure. Atlantic City is a complete distinct example of hospitality development opposite to the two other cities. Although founded in the late 18th century it remained a group of farms until the 1850s when some significant changes took place. The town was discovered as a possible health resort due to its climatic properties on the Atlantic shore. Rapid development began as Atlantic City was connected by rail to the Philadelphia metro area which caused the town to be the destination for a massive tourist immigration (also from the more distant New York City). By 1900 the city still sparsely populated already had important public improvements (like a bank, electric street lights, trolley-busses) and was world famous as a seaside resort. At that time hotels developed which happened to occupy a whole urban block and their concentration became linear, according to the coast line. After WW II the city’s popularity sank possibly due to a general public access to flight transportation, great migrations to the developing western states and changes in tourist preferences towards more refined forms of entertainment offered e.g. in Las Vegas and Reno. Atlantic City deteriorated till the 1970 where the city administration attempted a tourism revival by legalizing gambling. This led almost instantly to development of big casino hotels, very similar in all kind to those in LV and Reno and also represented by the same brand groups. AC quickly caught up even with LV reaching the mark of 35 million tourists a year. Plans for much bigger hotel investments existed which would make it comparable to LV but their accomplishment has been restricted due to lacking city space and transport way capacities as well as fear of devastation of this small city. Currently AC has a strong position within tourism though it concentrates mainly on local reception of gamblers from Philadelphia, NYC and vicinity. The included charts and curves allow a brief comparison of the three casino cities. They reflect that Reno represents a punctual casino concentration, AC a linear one while LV unites these two models within one tourism reach. All charts show strong similarities within relations between the cities’ population growth and migration of hospitality work force as well as their strong economic dependence and reliability on the hospitality industry. Though Las Vegas is far bigger than the two other cities altogether, Atlantic City represents the most dynamic growth ratio in almost all sectors because of its relatively small size. LV noted a deceleration of the development dynamics at the beginning of the 21st century. This state of stagnation now seems to be over as new big- -scale-projects are being implemented. Due to the most recent changes in the hospitality industry the conclusion is near that: 1. Atlantic City, though highly developed, is experiencing a stagnation introduced by the city’s politics. 2. Las Vegas once again is gaining the leader’s position in hospitality development. The multitude of large-scale investments, attractions and compe-tition literally gives birth to another ones. 3. Reno as a result of shortsighted marketing policies is far behind re-covering from a very current crisis and trying to regain the former status in tourism before considering further development. 2006-01-01T00:00:00Z http://hdl.handle.net/11089/46754 Kształtowane historycznie otoczenie jako specyficzny element produktu turystycznego obiektu hotelarskiego Rouba, Rafał Stasiak, Andrzej The setting of a hotel establishment is a very important element determining the so-called First Five Minutes or the first impression which is crucial for further consumption of the tourist product. In case of modern establishments the owner is free to transform the setting according to guests expectations, his own needs and likings. However, in case of ancient palaces, manor houses and castles converted into hotels, the owners have to deal with specific settings shaped throughout the history. Any changes of the original setting, possible only if accepted by the conservator, always lessen the historical value, thus reducing the touristic attractiveness of the place. In hotels established in ancient buildings the hospitality function may turn out to be inharmonious with their architectural features and historical localization. The potential incongruity may consist in: – excessive pedestrian and vehicular traffic, in particular need for sufficient parking space, which is an element totally discordant with the surroundings of the residence; the parking space should be particularly extensive if the hotel establishment deals with organization of big garden parties; – supply of sufficient energy to heat the building (connection with power supply or gas piping, combustible containers, etc.); – organization of logistically efficient and convenient flow of goods necessary for daily operations of the hotel establishment (food, laundry, etc.); – supply of sufficient amount of water of required quality and sewage disposal; – accessibility of the hotel premises in case of heavy snowfall. A successful long-term operation of the hotel establishment, beneficent for hotel guest and the ancient building alike, is conditional upon appropriate usage of its advantages and attenuation of disadvantageous factors and potential functional conflicts. 2006-01-01T00:00:00Z