Title of Paper

Role of Service Leadership in Transforming Supply Chains in the Accommodation Sector

Presenter Bios

Kimberly Thomas-Francois, PhD

Kimberly Thomas-Francois is a PhD in Management Graduate who specialized in Service Management at School of Hospitality, Food and Tourism Management, University of Guelph. She studied Tourism and Management at the University of the West Indies and worked in both the Tourism and Agriculture Sectors. Her research interests include agri-tourism linkages and sustainable development.

Marion Joppe, PhD

Dr. Marion Joppe is a Professor in the School of Hospitality, Food and Tourism Management, University of Guelph, Canada. She specializes in destination planning, development and marketing. She has extensive private and public sector experience. Marion is ttra’s 1st Vice-President and Conference Chair.

Michael von Massow, PhD

Mike von Massow is an Associate Professor in the School of Hospitality, Food and Tourism Management at the University of Guelph. He research interests includes food systems and he has a particular interest in food service value chains.

Abstract

To harness the benefits from tourism opportunities, especially in developing destinations such as the Caribbean, better integration of accommodation facilities into local supply chains is imperative. Attributes such as location, accommodation types, business model, and amenities, among others, all contribute to the success of the property. Hotel management will arguably be considered vital to properties’ success, but service leadership appears to be of utmost importance. The extent to which appropriate this leadership is executed directly impacts the service outcomes and service quality. Judgments on the appropriateness of service leadership can only reasonably be made by employees and customers in a service oriented business model. This qualitative study investigated two hotel-local food supply chains based on a service-oriented framework. It was found that the hotel with a focus and emphasis on service throughout the supply chain – both forward towards the consumer and backward towards the supplier – had greater success in strengthening local food usage at the property.

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Role of Service Leadership in Transforming Supply Chains in the Accommodation Sector

To harness the benefits from tourism opportunities, especially in developing destinations such as the Caribbean, better integration of accommodation facilities into local supply chains is imperative. Attributes such as location, accommodation types, business model, and amenities, among others, all contribute to the success of the property. Hotel management will arguably be considered vital to properties’ success, but service leadership appears to be of utmost importance. The extent to which appropriate this leadership is executed directly impacts the service outcomes and service quality. Judgments on the appropriateness of service leadership can only reasonably be made by employees and customers in a service oriented business model. This qualitative study investigated two hotel-local food supply chains based on a service-oriented framework. It was found that the hotel with a focus and emphasis on service throughout the supply chain – both forward towards the consumer and backward towards the supplier – had greater success in strengthening local food usage at the property.