e‐Learning as a tool to improve quality and productivity in hotels

Purpose – The purpose of this paper is to analyze the contribution of e‐learning in the improvement of quality and productivity in hotels. Design/methodology/approach – The methodology is based on an inquiry answered by 34 hotels that are using e‐learning. For this purpose, a survey on five, four and three star hotels, located throughout Portugal, was conducted between January and March 2009. Findings – The research reveals that hotels consider that e‐learning increases productivity and production volume. On the other hand, e‐learning contributes significantly to employees' motivation. The paper also concludes that managers' opinions about e‐learning strategies are dependent on the hotel category and head‐office nationality. Originality/value – e‐Learning is based on information and communication technology and supports the educational process. Owing to the important results achieved, e‐learning is continuously gaining relevance in hotels, and in educational institutions. As such, analysing the contribution of e‐learning for quality improvement in hotels brings originality to the research whilst adding value to the body of knowledge in the industry.