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.