Hospitality Administration and Management Commons^™

An Exploratory Study Of Casino Customer Loyalty Programs, Cristina R. Crofts

UNLV Theses, Dissertations, Professional Papers, and Capstones

This study summarizes academic theories and industry applications related to customer loyalty programs, drawing on literature pertaining to reciprocity and resource theory, attitudinal loyalty, tiered loyalty programs, and reward type and timing. Specifically, this study attempts to understand aspects that have been proven successful in order to design more effective customer loyalty programs. This literature synthesis provides important professional implications for casino executives in effectively designing customer loyalty programs.

Preventing Workplace Injuries Commonly Sustained By Hotel Guestroom Attendants, Jennifer Daros

UNLV Theses, Dissertations, Professional Papers, and Capstones

Introduction:

Hotels are generally organized into various departments. These provide specialized services to guests. Almost every hotel in the world has (in one form or another) a housekeeping department. Guestroom attendants (GRAs) are a primary component of any housekeeping department. GRAs (also known as maids, housekeepers, or room/suite service attendants) are employed by hotels to clean guestrooms, change bed linens, restock supplies, and provide turn down services when requested (see Appendix A). Those employed as GRAs frequently suffer injuries at work that can be costly to employers. This paper reviews some of the more common causes of GRA workplace injuries …

Business Plan For 1st Street Diner And Nightclub, Brian D. Deets

UNLV Theses, Dissertations, Professional Papers, and Capstones

A business plan was created for a diner and nightclub located in downtown Des Moines, Iowa, and the concept was found to be unique to the Des Moines area. The downtown community is home to sixty-six American-cuisine eateries, is under continued development, and looking to house more restaurant and entertainment establishments. Des Moines has a five-county metropolitan area with a population of 562,000 and Des Moines alone is home to 200,000 people. The downtown community is growing, and with the projected employment outlook to rise 11%, downtown’s 77,000 employees will also increase. These findings suggest that there is a market …

E-Mail Management Of Japanese Hotels In Comparison With South Korean Hotels, Kyoko Morikoshi

UNLV Theses, Dissertations, Professional Papers, and Capstones

There has been little study done concerning the service quality of Japanese hotels toward foreign guests; especially e-mail management in English has not been analyzed in Japan before. Since e-mail inquiries in English from foreign guests could be the first step for Japanese hotels to provide good service to prospective guests, managing English e-mails efficiently is a key to attracting more foreign guests. Therefore this study examined the actual condition of e-mail management at Japanese hotels by sending an English inquiry to them. Korean hotels were also included because South Korea and Japan have similar linguistic and economic backgrounds. A …

Evaluating Websites By Features: Do Independent Hotels In Singapore Get It Right?, Prasetya Purnawan

UNLV Theses, Dissertations, Professional Papers, and Capstones

This study aims to evaluate the websites of independent hotels in Singapore in the business-to-consumer (B2C) framework. The modified balanced scorecard (BSC) approach is incorporated into the evaluation by features method in order to avoid the dominance of the marketing perspective by including technical, customer, and destination information perspectives. A set of website evaluation criteria representing these four perspectives is then used to examine the websites of 37 independent hotels. Almost three of four hotels get it right in developing, utilizing, and maintaining their websites. These websites have the presence of features that are known to be contributing towards website …

Hotel Front Office Training: Turning Expense Into Investment, Thomas Sanders

UNLV Theses, Dissertations, Professional Papers, and Capstones

The process of employee training is typically looked upon as an expense, but perhaps a more insightful view would be to consider employee training an investment. This becomes possible when employees are taught to execute service-marketing principles during customer interactions. Well-executed interactions then lead to satisfied guests, repeat purchases, and company profitability. The purpose of this paper is to develop a customer focused training guideline integrating service-marketing concepts into the front office employee training process. A literature review was conducted to identify service marketing concepts and best training practices that can be applied to the hotel employee workplace. This information …

The Green Movement In Hotels: Are College Students On Board?, Amy Walker

UNLV Theses, Dissertations, Professional Papers, and Capstones

Purpose:

The purpose of this study is to see if environmentally friendly practices are a factor for college students when selecting a hotel. Another purpose of this study is to see if students would be willing to spend more for hotels who offer these environmentally friendly practices.

The Management Of An Indigenous Hotel Chain Company In China: A Case Study Of Sichuan Minshan Hotel Corporation, Yinglin Wang

UNLV Theses, Dissertations, Professional Papers, and Capstones

Justification:

The hotel industry has a comparatively lower threshold for market entry. This has enabled many international foreign competitors to successfully take up a fairly large share of this market. The competition in this emerging industry in China is becoming increasingly fierce as time progresses. Due to the pressure of growing number of foreign competitors, some indigenous hotels in China have started to follow in their footsteps and expand their sister properties across the country. However managing hotel chain properties is still new to most of these indigenous hotel chain organizations and the hotel chain effects of maximizing profits have …

The Modern Brand: A Guide To The Intigration Of Csr Practices Into Hotel Branding, Matthew Warren

UNLV Theses, Dissertations, Professional Papers, and Capstones

Introduction:

There are certain components of the hospitality industry that make it unique in comparison to other industries. One of those components is the perishability that is associated with the hotel product. When it comes to hotel rooms, if a room is left empty then there is instantly lost profit for that property with no way of recovering it. In order to make maximum profit all rooms must be filled each night, this makes the task of attracting customers of the upmost importance within the industry. One of the primary ways in which hospitality companies have strived to attract customers …

Business Plan For U.S. Based Soup And Salad Franchise Restaurant In Beijing, China, Xin Xu

UNLV Theses, Dissertations, Professional Papers, and Capstones

Purpose:

The purpose of this paper is to build a business plan for American soup and salad buffet style restaurant franchisors who want to expand their business in Beijing, China. It will focus on analyzing the potential consumers, menu, price, location, and local competitors for such a restaurant.

Do Travelers Support Green Practices And Sustainable Development, Patrick Tierney, Mercedes Hunt, Pavlina Latkova

Journal of Tourism Insights

A 2007 survey of managers from RCRA members found strong motivational support for green practices. These and other findings suggest there is broad support for green practices among resort managers. However, it is unclear the level of traveler support for eco-friendly practices. Study objectives were to: Investigate consumers’ attitudes toward environmentally responsible or green practices in the travel industry; identify green practices they’ve undertaken while traveling; explore factors influencing traveler adoption of green practices; and provide implications for the travel industry. In spring 2008 an intercept survey of travelers visiting the California Welcome Center at Pier 39 in San Francisco, …

Examining The Use Of Rv Travel Forums For Campground Searches, Jill Fjelstul, Kimberly Severt

Journal of Tourism Insights

The aim of the present study is to explore how RV travelers use online travel forums in their campground search. The identification of such variables will assist campground owners and operators in their marketing strategies, competitive positioning, and improving the overall experience for the RV traveler at their chosen campground and destination.

Understanding Resort Marketing Practices, Eric Brey, David K. Klenosky, Xinran Lehto, Alastair Morrison

Journal of Tourism Insights

Effective marketing plays an integral role in the success of hospitality and tourism businesses. While research has examined many aspects of the hospitality and tourism industry, the marketing of destination resorts has been largely ignored. This study addresses this gap by reporting the insights obtained from interviews conducted with North American resort marketing executives to assess their views on current resort marketing trends and practices. Based on a content analysis of this interview data, 18 topics were identified and organized into five categories: channels, relationships, targeting, technology and function. This paper provides a discussion of each topic, overviews implications of …

Wynn Resorts, Ltd., Myung Ji Doh

MBA Student Scholarship

Wynn Resorts, Ltd. ("Wynn Resorts"), established in 2002, is an international corporat ion, providing the luxurious casino resorts destinations in two areas: Las Vegas and Macau. A total of four properties offers casino and non-casino services including rooms, F&B, entertainment, meetings, retail outlets and otbers. The company generates approximately 70% of revenues from casino and Macau properties. The company sets up several subsidiaries to operate business more effectively and retains the most influential person, Steve Wynn, in the casino resorts business. The maturity of the casino resorts varies based on the region: the US market is in the mature stage …

Customer Satisfaction Index Of Singapore 2011: Q1 Results, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Customer Satisfaction Index of Singapore (CSISG), currently in its fifth year of measurement, is an indicator of the quality of goods and services produced in the Singapore economy. CSISG complements production-based measures such as Gross Domestic Product (GDP) by providing an assessment from the buyers’ point of view. Both types of measures are necessary as economic growth hinges not only on producing more, but producing better products and services.

A Literature Review Gap Theory, The Nurse-Patient Relationship, And The Hospitality Ambassador, Michelle Tanner

HIM 1990-2015

Historically, hospital institutions came out of the Middle Ages. The unfortunates who found themselves in these places included the poor, pilgrims, travelers, old and the orphaned. Started by Christians to take care of their own monks, hospitals were the epitome of charity and hospitality to its consumers. The purpose of this paper is to use the Gap Theory to explore the nurse-patient relationship within a hospitality setting. This information will be used to clarify points within patients' hospital stays that could have an effect on the patients' intent to return or recommend the institution. Four key attributes were discovered through …

Financial Performance And Capacity Analysis For The Mice Industry In Las Vegas And The United States, Li-Ting Yang

UNLV Theses, Dissertations, Professional Papers, and Capstones

The meetings, incentive travel, conventions, and exhibitions (MICE) industry is comparatively young and diverse. As a result, there has been limited research conducted in this field, especially from the financial performance and capacity management perspective. The purpose of this study is to fill the gap by analyzing the MICE capacity optimization issue in Las Vegas, a leading MICE destination, and in the U.S., a leading MICE country in the world. The findings and results of this study should help industry practitioners better understand the current status of the U.S. MICE industry in terms of assets efficiency, operational costs, and profitability. …

Jackpot! A Legal History Of Indian Gaming In California, Aaron Peardon

UNLV Theses, Dissertations, Professional Papers, and Capstones

Indian Gaming has transformed the economic, political, and sociological landscape of California. The growth of Indian casinos has had a profound impact on both Indian and non-Indian communities alike. California tribes took the lead in legalizing Indian Gaming throughout the nation. The efforts of California tribes in the legislative and political process have enabled many tribal groups to rise out of poverty and to gain prosperity that would otherwise be impossible to achieve. They have also brought increased revenue to local communities and have provided thousands of jobs to all Californians.

This thesis discusses the historical relationships between Native American …

A Systematic Approach To Design Of Distance Graduate Management Programmes, Pauline Rodriguez

Doctoral

This study describes the systematic creation, application and evaluation of a
comprehensive framework for the design of distance graduate programmes, the goal of which is to inform decision-making for sustainable curricula that suit the growing demand for flexible learning options. A wide range of challenges face educators, and existing models appear to be insufficient to guide such endeavours. Successful distance learning is rooted in the values of the institution and requires a significant amount of organizational support, needs assessment of stakeholders, strategic planning, implementation and evaluation. This first international study of distance masters degree programmes in Tourism and Hospitality Management …

Islamic Attributes And Its Impact On Muslim Tourists' Satisfaction : A Study Of Iran., Farnaz Farahdel

Student Works (2010-2019)

Many countries in the world are considering tourism as an important sector in their economy. Tourism can bring many people from different countries to a destination and as a result, it can contribute to its economy significantly. Achieving tourist satisfaction could be very challenging for countries. There are several factors which can impact tourist satisfaction; among them, push and pull motivational factors have been emphasized in this paper. There is this assumption that the impact of motivational factors can be influenced by other elements like Islamic attributes. In this study, it has been attempted to examine the impact of motivational …