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Service Quality In Convention Management: What Is The Value Of The Meeting Concierge?, Kelly Virginia Phelan
Service Quality In Convention Management: What Is The Value Of The Meeting Concierge?, Kelly Virginia Phelan
UNLV Retrospective Theses & Dissertations
The meetings and convention market represents one of the fastest growing segments of the tourism industry. Due to increased convention business and growing competition, an emphasis on service quality within convention services has recently become more pronounced. However, little research regarding convention services or the quality of service provided has been undertaken to illustrate or investigate this growing trend; In the early 1990s the position of meeting concierge was created as a way of increasing customer service quality for corporate meeting planners. This position was intended to provide additional personalized assistance to meeting planners while on-site since convention service managers …
Multi-Unit Restaurant Management Training: An Exploratory Study, Stan Suboleski
Multi-Unit Restaurant Management Training: An Exploratory Study, Stan Suboleski
UNLV Retrospective Theses & Dissertations
This exploratory study focuses on the training practices and procedures of branded multi-unit restaurants. The study is specifically focused on aspects of training as they relate to the position of multi-unit managers (MUMs). The goal of the paper is to investigate current MUM training programs and trends. Very little literature exists on the specific topic of this study. A literature review focuses on three areas: the nature of the multi-unit restaurant industry; the definition and role of the multi-unit manager; and the need for and importance of training the MUM. Descriptions of current training programs in place at branded multi-unit …