The Relevancy of Star Classification Systems in the Hotel Industry : Is it still necessary?
van den Hooff, Rogier (2015)
van den Hooff, Rogier
Haaga-Helia ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201505209039
https://urn.fi/URN:NBN:fi:amk-201505209039
Tiivistelmä
The aim of this thesis is to research the relevancy of star classification systems in the hotel industry. Are the systems still a good representation of classification and are these systems still useful? Currently different opinions regarding the star classification systems are given in the industry. Some doubt it if it is still a good indicator for quality and believe the system is not according to the standards of the modern traveler anymore. Others believe there is a certain need for certification in order to guarantee the minimum quality. This thesis aims to research if these systems are still necessary or if there are other methods available or are already used in the industry in order to guarantee quality to the consumers.
The research method used in this thesis is the qualitative research method. During the research several interviews have been conducted with managers and directors from the hotel industry, all based in either Finland or The Netherlands. All interviewees had different positions. This was an important fact in order see the problem from different angles. The research is structured in a way that the reader first receives more elaborate background information regarding star classification in the hotel industry. This is done in order to understand the issues related to star classification that are in place at the mo-ment. The thesis continues with the interviews that were conducted which form the base of the discussion that provides the reader with different opinions from different angles from the industry.
Star classification in the hotel industry is a very relevant topic at the moment. The industry has different opinions whether star classification should continue to exist. With the growing importance of online travel agents, as well as user generated content pages the discussion about whether these systems should be abandoned, revised or continue as they are is ever growing.
As the situation is now, completely loosing star classification has proven to be challenging since there are still multiple stakeholders that actually make use of the star classification systems. According to others the system is based on old-fashioned values and is not tailored to the modern traveler. At the end of the thesis a suggested system is provided which can help the industry keeping up with the needs of the current travelers. The system includes guest feedback, classification on different catego-rizations such as the type of hotel, rather than only assessing the facilities.
The research method used in this thesis is the qualitative research method. During the research several interviews have been conducted with managers and directors from the hotel industry, all based in either Finland or The Netherlands. All interviewees had different positions. This was an important fact in order see the problem from different angles. The research is structured in a way that the reader first receives more elaborate background information regarding star classification in the hotel industry. This is done in order to understand the issues related to star classification that are in place at the mo-ment. The thesis continues with the interviews that were conducted which form the base of the discussion that provides the reader with different opinions from different angles from the industry.
Star classification in the hotel industry is a very relevant topic at the moment. The industry has different opinions whether star classification should continue to exist. With the growing importance of online travel agents, as well as user generated content pages the discussion about whether these systems should be abandoned, revised or continue as they are is ever growing.
As the situation is now, completely loosing star classification has proven to be challenging since there are still multiple stakeholders that actually make use of the star classification systems. According to others the system is based on old-fashioned values and is not tailored to the modern traveler. At the end of the thesis a suggested system is provided which can help the industry keeping up with the needs of the current travelers. The system includes guest feedback, classification on different catego-rizations such as the type of hotel, rather than only assessing the facilities.