Earticle

The purpose of this study is to create qualitative employment through improvement of hotel rating system. In order to achieve this goal, we used in-depth interviews, one of the qualitative research methods. In-depth interview's questions were defined to four things reflecting the purpose of the study. First, when asked the question about the quality of employment of a hotel company, not all respondents showed much difference to existing studies in a fundamental response. It was similar in terms of the quality of employment of other companies, such as decent wages, job security, working conditions, and opportunities for development. Due to the nature of the hotel industry, a majority of respondents emphasized such as working intensity, working hours and wage levels maintaining basic quality of life. Second, when asked have to provide a decent job as one of the social responsibilities of a hotel company, all but one respondents agreed. Third, as a matter of hotel rating system, hotel rating system itself is not keeping speed with hotel industry development itself, and the expertise of the staff who rates the hotel is lacked and has an outdated view. Even if professional staff evaluate, in other field they are same as the public. questioned the fairness and reliability of the assessors, including the expectation of a five-star hotel service and facilities at the three star hotel. It also pointed out that the importance of the facility's quantitative aspects is still high, impeding the development of various types of hotels. Fourth, all experts expressed their sympathy for the relatively low level of wages in the hotel industry and acknowledged that efforts were needed to find ways to improve the quality of wages. In response to claims that quality of employment should be linked to the hotel rating system, many said that only five star hotels should be added as bonus points.

The objectives of this study is to review the qualitative and quantitative rating items of four- and five-star hotels that relatively lead the business activation among the hotel ratings of Korean hotels and to present marketing implications compared to the current system of member countries suggested by the UNWTO (United Nations World Tourism Organization). The subjects and methods of this study are the items corresponding to four-star and five-star hotels in the hotel rating evaluation table of the Korea Tourism Association. These items were compared and analyzed with the current status data of four-star and five-star hotel Classification in 30 European countries to derive the results. In conclusion, in the case of Europe, each grade is classified with the total score obtained by applying the same evaluation item, while in the case of domestic hotels, it was found that the grade was classified again with the total score obtained by applying different items from the beginning, but in the case of hotels in Korea, it was found that the grade was classified with the total score obtained by applying other items. In terms of evaluation subjects, domestic hotel ratings were commonly evaluated by private companies entrusted by central Government Agencies, whereas in Europe, Regional Tourism Bureaus and Local Governments were conducting evaluations tailored to regional characteristics. If these results are introduced into the Korean hotel rating evaluation in the future, it is believed that it will be helpful to revitalize the four and five-star hotels, especially in Marketing Implication in local regions in Korea.

호텔등급은 고객이 호텔을 선택하는 기준 중의 하나이며, 특히독자적으로 운영되는 호텔들에게는 호텔의 시설, 서비스품질을 알릴 수 있는 중요한 정보이다. 호텔등급에 대한 중요성 인식이 확대되면서 정부는 그동안 공정성에 대한 문제점이 제기되었던 무궁화 표시 등급제를 대신하여 2015년도부터 새로운별 표시 호텔등급제도를 시행하였다. 새로운 별 표시 호텔등급제도는 등급심사의 정기적인 의무화, 공공기관인 한국관광공사에서 심사업무 실시, 암행(불시)평가의 도입, 등급별로 차등화된 심사기준 적용 등 제도 상으로 많은 변화가 있었다. 이에 본 연구는 새로운 별 표시 호텔등급제도에서 성공적으로 호텔등급을 획득한 사례분석을 통해 성공요인을 도출하고 시사점을 제공하고자 한다. 본 연구에서 도출된 등급획득의 성공요인은 첫째, 최고 경영진의 등급심사에 대한 높은 관심도와 호텔등급심사 준비를 위한 충분한 지원이 있었다는 점, 둘째, 새로운 호텔등급심사제도에서 요구하는 업장과 시설을 확보하였다는 점, 셋째, 내부적인 서비스 품질관리의 일관성을 유지했다는 점, 넷째, 외부업장의 위생 및 서비스가 잘 관리되고 있었다는 점이다. 위와 같은 연구결과를 바탕으로 호텔등급심사를 준비 중인 호텔의 경영진 와 실무자들에게는 첫째, 객관적인 서비스모니터링 체계를 구축할 것, 둘째, 한국관광공사의 사전컨설팅을 잘 활용할 것, 셋째, 안전과 위생에 대한 준비를 철저히 할것을 제언하고자 한다.

Hotel rating system plays a role of not only providing customers with crucial information regarding service quality and appropriateness of prices, but also hotels with promotion tools by assuring service level in public. Recognizing the fairness problems of old system, government introduced a star-symbolized hotel rating system in 2015 The goal of this research is to identify success factors for obtaining desired rating based on case analysis and the result shows the significance of top management’s attention and willingness, preparations of required facilities and consistency in the control of internal as well as external service quality.

본 연구에서는 호텔등급심사기준에 무형서비스의 중요성을 실증분석을 통해 분석하고자 하였다. 호텔등급심사기준의 요인분석에서 나타난바와 같이 무형요소의 30개 항목에서 6개의 변수군 으로 축소되어 이를 활용하여 추가 적인 분석을 실시하였다.요인분석에 연관되어 연령별 차이를 보면 다음과 같은 결론을 얻을 수 있었다. 연령대별로 중요도의 지각결과를 나타내는 일원분산분석 결과 20대 이하의 젊은 연령층과 50대 이상의 응답자중 무형서비스의 중요도가 유형서비스보다 중요하다는 결과를 얻어냈고 30대와 40대의 차이는 크게 나타나지 않았다.본 연구에서는 호텔에 직접 혹은 간접적으로 연관이 되어 있는 대상, 즉, 고객의 관점에서 무형요소의 중요성을 확인함으로써 이에 대한 호텔 등급심사 개선방안에 제시 하고자 하였다. 연구 결과에서 볼 수 있듯이 이렇게 중요한 무형요소의 중요성을 인식하지 못한 채 우리나라의 호텔등급심사는 유형적인 요소들만을 강조하며 평가대상이 되어 왔지만 앞으로는 무형적인 요소가 주가 되어 등급심사를 하게 된다면 호텔 등급심사에 더욱더 정확한 평가로 작용할 것이다.

The purpose of this study was to confirm the intangible attributes on hotel rating system in Korea and thereby, conduce to improvement of hotel ratings. Recently many scholars emphasized the importance of intangible attributes in association with the avaluation of rating system in Korea. Thus, the current study carried out in that perspective that not only the importance of tangible attributes, but more importantly also this study focused on the significance of intangible attributes in the emperical data analysis. So far, domestic hotels have been rated without such important intangible elements thosed which not reflected in rating system. If intangible elements reflected importantly in hotel ratin assessment, the hotel rating system in Korea would be more precise and accurate, thus expected more reliability and consistency. In data analysis, the current study employed the factor analysis, reducing the small number of factors, and followed by the multiple regression analysis that providing and determining the significance of each factor found in the data analysis. The current study found that certain intangible factors such as 'reliability', 'responsiveness' and 'sympathy' are of significance in hotel rating system. In addition, this study found that the intangible elements, 'reliability' significantly, affects every aspect of hotel rating assessment, and further, safety and service factors, may be the most important element for hotel rating.

본 연구는 국내 무슬림 숙박시설 인프라 개선을 위한 방안으로 무슬림친화호텔 서비스상품인덱스 개발 방안에 대해 연구하고자 하였다. 최근 방한 무슬림 관광객이 지난 2010년 38만여 명에서 2015년 74만여 명으로 2배 이상이 증가하였음에도 불구하고 무슬림 관광객을 위한 관광인프라는 여전히 열악한 실정이며 무슬림 관광 관련 국내 연구도 미흡한 실정이다. 본 연구에서는 주요 국내외 선행연구를 바탕으로 무슬림친화호텔을 문헌적으로 고찰하고 국내 무슬림 관광 인프라 현황 및 문제점을 파악하고자 본 연구진이 직접 실시한 설문조사를 1차 자료로 활용하였고 기타 문헌자료 등을 2차 자료를 활용 및 분석했다. 또한 이를 바탕으로 전문가 심층인터뷰와 무슬림친화호텔 등급평가 내부 심사의 관찰연구를 진행했다. 마지막으로 내용분석 방법을 통해 해외의 무슬림친화호텔 유사 등급제 및 해외 무슬림친화호텔의 특징을 분석했다. 본 연구의 결과는 객관적이고 신뢰성 있는 무슬림친화호텔의 실효성이 있는 운영을 위해서는 무슬림친화호텔 등급제를 도입해야할 필요가 있는 것으로 나타났다. 이에 따른 기대 효과는 무슬림 이용객의 숙박시설 선택의 용이성, 제도화된 등급제를 통한 무슬림친화호텔의 차별화 제고, 對무슬림 관광 한국 브랜드 이미지 향상 등이 있다. 지속가능한 무슬림친화호텔 등급제를 위해서는 품질 관리 체계를 구축하고 무슬림친화호텔 등급 제도를 개발 및 관리를 할 수 있는 이행 기관의 선정이 선결적으로 이루어져야 할 것이다.

This research looked a Muslim friendly hotel academically through national and international advance studies, and analyzed related reports and statistical data on domestic Muslim tourism infrastructure and its issues. Also, the research team has conducted surveys targeting Muslim tourists arrived and live in Seoul and in-depth interviewing of Muslim tourism experts. Lastly, the study compared major Muslim friendly hotel rating systems and looked into their characteristics through observational study and content analysis methods. Findings from the research, it is necessary to introduce Muslim friendly hotel rating system to Korea for objective and effective Muslim friendly hotel management. And the introduction of the rating system would bring several expected effects which are providing flexibilities for selecting accommodations, improving differentiate between different rated hotels of different Muslim friendly services by institutionalized rating system and raising Korea tourism brand image towards Muslim tourists. But, there are the most important things for sustainable Muslim friendly hotel rating system to be settled in advance; first, to establish proper quality service management system and second, to select appropriate an implementing body for developing and managing Muslim friendly services.