Sustainable Value Creation in Hospitality: Guests on Earth Edited by (G) Goodfellow Publishers Ltd
(G) Published by Goodfellow Publishers Limited, 26 Home Close, Wolvercote, Oxford OX2 8PS http://www.goodfellowpublishers.com British Library Cataloguing in Publication Data: a catalogue record for this title is available from the British Library. Library of Congress Catalog Card Number: on file. ISBN: 978-1-911396-39-0 Copyright, 2018 All rights reserved. The text of this publication, or any part thereof, may not be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, storage in an information retrieval system, or otherwise, without prior permission of the publisher or under licence from the Copyright Licensing Agency Limited. Further details of such licences (for reprographic reproduction) may be obtained from the Copyright Licensing Agency Limited, of Saffron House, 6 10 Kirby Street, London EC1N 8TS. All trademarks used herein are the property of their repective owners, The use of trademarks or brand names in this text does not imply any affiliation with or endorsement of this book by such owners. Design and typesetting by P.K. McBride, www.macbride.org.uk Cover design by Cylinder
Contents Acknowledgements The Authors 1 Guests on Earth: An introduction to sustainability in hospitality 1 2 The Sustainable Hospitality Value Chain 11 Part I: Distribution 27 3 Tourist Mobility: Is transport a necessary evil? 29 Matthias Olthaar 4 Distribution at the Destination: An underestimated force to improve hospitality services and enhance sustainable development 50 Sarah Seidel 5 Are You Aware of What You Share With a Third-Party Internet Site? Sustainability challenges concerning privacy in the sharing of information 62 Marit de Vries, Niels van Felius, 6 The Impact of Third-Party Internet Sites on the Hotel Guest Journey 84 Niels van Felius, and Marit de Vries Part II: Buildings 105 7 Technology: A Double Edged Sword 107 8 Equipping Better Buildings 118 Thulani Xhali and Philipp Kanthack Part III: Purchasing 145 9 Purchasing Local for Sustainable Development 147 Sarah Seidel and vi vii
iv Sustainable Value Creation in Hospitality 10 Sustainable Purchasing in an International Context: A relational perspective 169 Ko Koens and Harry Reinders 11 Sustainable Transport of Goods: Tackling backstage challenges of the hospitality industry 186 Jörn Fricke Part IV: Operations 205 12 Social Responsibility Your Employees 207 Frans Melissen and Nadia Teunissen 13 The Changing Role of Work: Staff outsourcing in the gig economy 221 Bill Rowson and 14 The Rooms Division 247 Femke Vrenegoor 15 The Food & Beverage Department: At the heart of a sustainable hotel 274 16 Conclusion 300 Index 305
v Best Cases Case 3.1: Alpine Pearls 35 Case 3.2: BlaBlaCar 36 Case 3.3: Holidays by rail 36 Case 4.1: Alpine Pearls 56 Case 4.2: Association of Christian hotels 57 Case 5.1: A Random Hotel and safeguarding guest data 72 Case 5.2: Just a hotel and a TPI 75 Case 6.1: Online Travel Agency BookDifferent 97 Case 7.1: Philips and the Service of Light 111 Case 7.2: Bakeys edible cutlery 112 Case 7.3: Dancing and walking generate energy 112 Case 8.1: Accreditation Systems: Van der Valk and BREEAM: Deliberate Sustainability 124 Case 8.2: Materials and Energy: Materials Passport: The Madaster Foundation 125 Case 8.3: Financing: The Hilton Universal City and PACE 126 Case 9.1: Fogo Island Inn 157 Case 9.2: Healthy Kansas Hospitals 158 Case 10.1: Fairmont Hotels sustainable development as a core value 175 Case 10.2: How a horse became a cow 176 Case 10.3: Eurostar creating long-term supplier relationships 177 Case 11.1: Economic challenge 193 Case 11.2: Environmental challenge 194 Case 11.3: Social challenge 194 Case 12.1: The inclusive project Hotel with 6 stars of the Meliá Roma Aurelia Antica 211 Case 12.2: Design your employees customer journey 212 Case 12.3: Travellers café Viavia Jogja 212 Case 13.1: NH Hotel Group s commitment to labour rights 233 Case 13.2: Bilderberg, a careful approach to outsourcing 234 Case 13.3: Creating value for employees and the local community at Costa Navarino 235 Case 14.1: Please Disturb 254 Case 14.2: Cradle-to-cradle mattresses Royal Auping 256 Case 15.1: Fair Trade 282 Case 15.2: Food of the future 285 Case 15.3: Feldmilla and a sustainable food supply chain 286
vi Sustainable Value Creation in Hospitality vi Acknowledgments A project of this scope can never be brought to a good end without the help of many people. I would like to take the opportunity to thank them all. In particular, also on behalf of all authors of the book, I wish to thank all professionals from the hospitality and tourism industry who shared with us examples of best practices. All these examples clearly illustrate that it is possible to create value on the environmental, social and economic dimensions in the hospitality industry. Without the support of the members of NHL Stenden Research Group Sustainability in Hospitality and Tourism, and in particular of David Casey, I would never have embarked in this project. Not only are several Research Group members authors of chapters in this book, but they also provided extensive and sensible feedback on each others and my own chapters. This book has been envisioned thinking of the needs of managers in the hospitality industry, as they have been expressed or become clear to me and to the colleagues collaborating on this book. Our students have also been a source of information and inspiration. In particular I wish to thank the students of the Hospitality Excellence Program, introduced by the Dutch Hotels Schools in collaboration with the Koninklijke Horeca Nederland (Royal Association of Businesses in the Catering and Related Industry, Hospitality Netherlands ). One of the challenges presented to the students participating in this program was connected to sustainability. I thank them not only for sharing their doubts and insights with me, but also for their enthusiasm for sustainability. On a similar line, I wish to thank all bachelor and master students at Stenden Hotel Management School who in the past years collaborated in my research. This book is dedicated to you all in my heart. A word of thank is due to all authors who, sometimes under severe personal circumstances, have contributed to this work. I wish also to thank all colleagues from Stenden Hotel Management School, and particularly its dean Dr. Craig Thompson, for their understanding and support. They covered for me when I had to dedicate several days on a row to editing the book. Last but not least I wish to thank Tim Goodfellow and Sally North, from Goodfellow Publishing. I shared the first idea for this book with Tim Goodfellow during the Guests on Earth conference organized by my professorship at Stenden (now NHL Stenden) in 2015. Tim Goodfellow saw the potential of a book on sustainability in hospitality structured around the Sustainable Hospitality Value Chain. His early support for this idea was essential to the success of the project. Sally North, editorial director at Goodfellow Publishing, has been invaluable during the whole editing process. I thank her particularly for her patience and good advice., Leeuwarden, 1 March 2018
vii The authors Dr, UAS Professor of Sustainability in Hospitality and Tourism, NHL Stenden University of Applied Sciences, Stenden Hotel Management School, Academy of International Hospitality Research, Lennart Buchholz, BA student at Stenden Hotel Management School, Niels van Felius, MA, NHL Stenden University of Applied Sciences, Stenden Hotel Management School, Academy of International Hospitality Research, Dr Jörn Fricke, Breda University of Applied Sciences, Academy of Hotel and Facility Management, Breda, The Netherlands Philipp Kanthack, Purchasing Manager Stenden Hotel, NHL Stenden University of Applied Sciences, Dr Ko Koens, NHTV Breda University of Applied Sciences, Academy of Hotel and Facility Management, Breda, The Netherlands Dr Matthias Olthaar, UAS Professor of Green Logistics, NHL Stenden University of Applied Sciences, Emmen, The Netherlands Frans Melissen, NHTV Breda University of Applied Sciences, Academy of Hotel and Facility Management, Breda, The Netherlands Harry Reinders, NHTV Breda University of Applied Sciences, Academy of Hotel and Facility Management, Breda, The Netherlands Dr Bill Rowson, NHL Stenden University of Applied Sciences, Stenden Hotel Management School, Academy of International Hospitality Research, Sarah Seidel, MA, NHL Stenden University of Applied Sciences, School of Leisure and Tourism, Academy of International Hospitality Research,. Dr Silvana Signori, Professor of Accounting and Governing Sustainability, University of Bergamo, Italy Nadia Teunissen, NHTV Breda University of Applied Sciences, Academy of Hotel and Facility Management, Breda, The Netherlands Femke Vrenegoor, MA, NHL Stenden University of Applied Sciences, Stenden Hotel Management School, Academy of International Hospitality Research, Marit de Vries, MA, NHL Stenden University of Applied Sciences, Stenden Hotel Management School, Thulani Xhali, General Manager, Stenden Hotel, NHL Stenden University of Applied Sciences,
viii Sustainable Value Creation in Hospitality