A comparison of push and pull factors generated by facilities and amenities in five-star hotels

Abstract

Moving forward towards a post-Coronavirus era, one might notice how the tourism industry is expected to recover and return back to normal. Many 5-star hotels around the island are evaluating their facilities and amenities and how these can help in attracting guests towards their hotels rather than to their competitors. This paper attempts to analyse the importance of such push and pull factors in 5-star hotels from a management perspective and their importance in attracting travellers to the island and the hotel. This study aims to highlight different characteristics of 5-star hotels including their products and services and how these can help them stand out vis-à-vis their competition. The literature will cover different facilities and amenities such as restaurants, spa and wellness, event spaces, and how these appeal to guests when choosing a 5-star hotel. These were regarded as push factors that guests look into when selecting an accommodation for their trip. E-commerce is another important tool that customers look into, such as social media platforms and review websites which leave an effect on the decision-making process while choosing an accommodation. Location, pricing strategies and sustainability are also important characteristics which pull customers to choose a particular hotel over others. In order to achieve such results, the researcher opted for qualitative research, by conducting semi-structured interviews with different management representatives within 5-star hotels. The analysis of the results highlighted several themes generated by the push and pull factor theory, in order to gain a competitive advantage over others.