Hospitality Administration and Management Commons^™

The Effects Of Social Media Networks In The Hospitality Industry, Wendy Lim

UNLV Theses, Dissertations, Professional Papers, and Capstones

There are various platforms provided by the social media networks such as Facebook, LinkedIn, YouTube and Twitter to the marketing of products and services for the hospitality industry. Social network offers media technologies that can facilitate online functionality and monitoring perspectives wherein the data gathered can be used to develop their services for customer satisfaction. The hospitality industry can market themselves in social media and networking. Hospitality industry can use social media to engage customers and clients in dialogue and recognize their needs. Through these networking sites, hospitality industry can interact with consumers before, during, and after the vacation experience. …

Embracing Self Service Technology For Hotel Productivity Growth, Kee Chuan Neo

UNLV Theses, Dissertations, Professional Papers, and Capstones

This paper explores the various ways in which self-service technology (SST), if employed by the hotel industry, can actually contribute to the productivity growth in Singapore. The study provides an understanding of customer’s technology acceptance and readiness by utilizing the two widely extended and accepted approaches, Technology Readiness Index (TRI) and Technology acceptance model (TAM). The study also evaluated the four common self-service technology channels: electronic kiosks, the Internet, mobile devices, and the telephone applications. From an investigation on past studies, it is found that Singapore is receptive to self-service technology. Self-service technology thus could bring a highly respectable return …

Improved Back-Of-The-House Processes With Rfid Enabled It Model For Hospitality Industry In Singapore, Chieng We Ng

UNLV Theses, Dissertations, Professional Papers, and Capstones

This is a research paper exploring the ability of Radio Frequency Identification (RFID) technology to cope with challenges of back-of-the-house of the hospitality industry in Singapore. Focused on supply chain, food safety and security, the paper reviewed the three integrated service support processes of back-of-the-house that drove the service delivery processes of front-of-the-house in meeting the critical reliability dimension of SERVQUAL model. The RFID mobile technology’s advantages were studied in mitigating risks and meeting compliances within the three back-of-the-house areas. The RFID was further examined as a viable IT solution based on the potential impacts associated with cost-of-not-doing and the …

Perceptions Of The Tourism And Hospitality Industry By Singapore Polytechnic Hospitality Students: An Exploratory Study, Justin Matthew Pang

UNLV Theses, Dissertations, Professional Papers, and Capstones

Many Singapore polytechnic students are not keen to join the hospitality line even after being enrolled in a 3-year hospitality program. Many students find the nature of the job too stressful and strenuous. Students have also cited reasons such as long working hours, shift work, dealing with unpredictable circumstances in the job environment and having lower starting remuneration as compared other industries (K. Ong, personal communications, June 16, 2010). Other perceived qualitative reasons that have been given by students for not joining the industry would be the semi-professional nature of the hospitality industry as compared to other industries such as …

Technology Enhancement In Hotel Guestroom, Chee Wah Peter Too

UNLV Theses, Dissertations, Professional Papers, and Capstones

This is an exploratory research paper looking on various types of technology, facilities enhancement and devices adopted by hoteliers for their guestrooms to meet the ever increasing demand and expectations from their guests. This paper also explores the technologies and devices that owners use to leverage on business sustainability for their operations. As part of the corporate social responsibility, hotel owners are exploring the opportunities to increase these activities through the use of modern technology and devices to reduce damage to the environment such as using energy saving devices in their properties. Business and leisure travelers who are environmentally conscious …

Is There A Suitable Crm Framework To Evaluate The Effectiveness Of Crm Practices In The Singapore Hotel Industry?, Janet Wong

UNLV Theses, Dissertations, Professional Papers, and Capstones

With the continuous growth of the hospitality industry in Singapore and the increasing interest in CRM, it is becoming more critical to ensure Singapore hotels have in place a best CRM practice to improve customer value and retention. The purpose of this study is to develop a best CRM practice for Singapore hotels. Four frameworks are discussed in the study with Buttle’s modified framework being the best suited because other models took on a more strategic CRM focus or focus their attention on the role of ICT. This framework provides a detailed value chain to understand the CRM practices at …

Food Safety At Fairs And Festivals: Vendor Knowledge And Violations At A Regional Festival, Ji-Eun Lee, Barbara A. Almanza, Douglas C. Nelson

Rosen Faculty Scholarship and Creative Works

This 2-year study examined the food safety knowledge of food vendors at one of Indiana's largest festivals, and compared it with health inspection violations at this event. Ninety-four percent of nonprofit food vendors in 2006 and 100% of nonprofit food vendors in 2008 participated. Descriptive statistics, correlation matrices, and general linear models (GLM) were employed. Results for average knowledge scores were that respondents were able to correctly answer 6.16 out of 10 questions (62%) in 2006 and 10.2 out of 14 (73%) in 2008. Results from the correlations and the GLM showed that vendors serving temperature control for safety (TCS) …

Interview With Brandon Hill, Bamboo Sushi, 2010 (Audio), Brandon Hill

All Sustainability History Project Oral Histories

Interview of Brandon Hill by Jeff Francoeur at Bamboo Sushi, SE Portland, Oregon on August 10, 2010.

The interview index is available for download.

An Analysis Of Sustainable Tourism Certification Programs In The United States, Kelly Bricker

Caesars Hospitality Research Center Grant

The primary purpose of this study was to evaluate the effectiveness of state sustainable tourism programs, utilizing the Global Sustainable Tourism Criteria (GSTC) as a measure of baseline sustainable tourism effectiveness.

The Decision To Implement Self-Service Technology And Its Impact On Service Performance And Operating Costs, David A. Cranage, Alinda Kokkinou

Caesars Hospitality Research Center Grant

As the initial investment required by SST is high, decision-makers have increasingly been asked to anticipate whether the objectives of SST implementation, namely waiting time reduction and operating cost reduction can be achieved. However, it is difficult to estimate how adding a SST alternative to an existing service delivery process will impact these performance measures. The purpose of this study was to investigate, using simulation, how the implementation of self-service technology in a service delivery process would impact customer waiting times and system operating costs in the context of luxury resort check-in.

Evaluating The Indirect Impact Of Resort Casino Amenities On Gaming Revenue, Anthony F. Lucas, Sarah Tanford

Caesars Hospitality Research Center Grant

In order to meet customer needs, casinos must provide amenities such as restaurants, concerts and shows. However, in most casinos gaming remains the main source of casino profitability and in some markets, amenities do not produce any direct profits. Operators often assume that amenities attract customers and stimulate gaming. However, evaluating the indirect impact of amenities on gaming can be a challenge. The current research develops a process for evaluating indirect gaming impacts and applies it to one type of amenity, namely restaurants.

Recovery, Leadership Efforts, And The Casino Industry In The Mississippi Gulf Coast Region After Hurricane Katrina, Ethan Jon Joella

Dissertations

The purpose of this study is to examine the following three interlocking areas of theory: a) casinos as economic engines; b) tourism recovery following a disaster or negative event; and, c) economic/social characteristics that facilitate recovery after disasters generally. This study examines the necessary ingredients for a speedy disaster recovery (typified in the casino industry on the Mississippi Gulf Coast).

This study employs a qualitative interview design with elite interviewing to test the theory and provide evidence and context to it. With interview questions informed by Rubin’s three elements that influence the recovery process within a community (Rubin as cited …

Impact Of Hotel Discount Strategies On Consumers’ Emotion And Behavior In The Presence Of High And Low Involvement Consumers, Seung H. Lee

UNLV Theses, Dissertations, Professional Papers, and Capstones

While hotels come up with various discount strategies to attract consumers, especially during a recession, both hotels and consumers seem to favor dynamic pricing. Yet there are not enough studies available to reveal that dynamic pricing would positively impact consumers. Studies also indicated that price discounts give consumers not only monetary benefits but also positive emotional responses. The purpose of this study was to investigate how uniform pricing and dynamic pricing influence consumers' emotion and behavior, in the presence of low involvement and high involvement consumers. The results of study suggested that high involvement consumers responded more positively to dynamic …

A Start To Finish Guide To Opening A Bed & Breakfast: The Business Plan., Ellen A. Fredette

UNLV Theses, Dissertations, Professional Papers, and Capstones

Background Beds and breakfast are the small business component of the hotel industry. Like all types of small businesses, many fail due to poor planning or misguided management. As more new entrepreneurs enter the market due to the decline of the economy and the unreliability of corporate America, it is important to identify the proper components of a business plan for beds and breakfast and to outline a successful operations model. A study of business plan and bed and breakfast operation models is included here. Results Existing literature suggests several components of a successful business plan. These include a detailed …

Adjustments In Inter-Cultural Communication Of Expatriate And Host National In Local Operation, Hanna Lee

UNLV Theses, Dissertations, Professional Papers, and Capstones

Due to the global expansion of international hotel chains into culturally isolated countries, such as China, many hotels are in need of qualified staffs in local operation where a strong culture exists. When expatriate managers are sent abroad for overseas assignments, they are often confronted with the conflicts that are caused by inter-cultural differences between expatriates and host nationals. This paper examines several aspects of cultural and interpersonal issues involved in the conflicts, and seeks to determine any necessary adjustment from the information gathered by telephone interviews with the current expatriate managers in Beijing, China. Furthermore, the study discusses essential …

An Analysis Of The Placement Of Music In Miami Beach Hotels, Richard R. Hertan

UNLV Theses, Dissertations, Professional Papers, and Capstones

In recent years, there has been a shifting trend of music’s use in hotels. Hotel companies are now using music to enhance their servicescapes at their individual properties. Hotel companies such as Hyatt, Omni, Hilton and Starwood hotels are strategically using music to enhance their servicescapes while others simply sit on the sideline failing to see music’s strategic value (Torrini, 2006). W hotels even ventured a step further by hiring a Director of Music to strategically utilize music to enhance the hotel servicescape. This professional paper details the placement of music in public areas of hotels in Miami Beach, Florida. …

Bid For An International Meeting: A Guide For Taiwanese Associations, Yu-Chun Liu

UNLV Theses, Dissertations, Professional Papers, and Capstones

The meeting and exhibition industry is commonly referred to the MICE industry because it pertains to meetings, incentives, conventions, and exhibitions. Ancient eastern and medieval European countries were familiar with the practice of conducting meetings centuries ago. However, those meetings were most commonly designed to address the aftermath of war. During the seventeenth century, the Peace of Westphalia, a series of treaties, concluded the Thirty Years War and created a precedent that through large-scale meeting; significantly international problems among countries could be resolved. Until the early nineteenth century, international meetings between countries were popular. The scopes and topics of discussion …

Complimentary Rewards In Las Vegas Casinos: A Literature Synthesis And Recommendations For Profitable Complimentary Reward Programs, Katharine S. Meczka

UNLV Theses, Dissertations, Professional Papers, and Capstones

This study summarizes academic theories and industry applications related to loyalty marketing schemes, drawing on literature pertaining to casino marketing, behavioral learning theory, loyalty marketing, and economics. Specifically, this study attempts to understand the market conditions and program structure under which Las Vegas Strip casinos may profitably utilize complimentary rewards through increasing short-term revenue and generating long-term loyalty. This literature synthesis provides important professional implications for casino marketers both in terms of effectively designing complimentary reward programs and sustaining profitable business during recessionary times.

The Gulf Of Mexico Oil Disaster: A Case Study On The Projected Economic Impact On Tourism Among The Gulf States Of Louisiana, Mississippi, Alabama, And Florida, Richard Andrew Robinson Jr.

UNLV Theses, Dissertations, Professional Papers, and Capstones

This case study found that from May through July 2010 most reports from Gulf area hospitality providers noted a significant drop in tourism revenue due to the BP oil spill. During this period, anecdotal accounts from business owners in the area described a sales decrease of 50% or more in some tourist spots. A University of Southern Mississippi study found that for that state alone non-gaming hotels experienced a 50% drop in sales with a total factored direct/indirect shortfall of $119,400. A Moody’s report, released in July, calculated the economic damage to tourism for that period to be $1.2 billion. …

Room Rate Parity: A 2010 Study Of U.S. Booking Channels, Neven Sipic

UNLV Theses, Dissertations, Professional Papers, and Capstones

Hotel guests are facing a variety of different hotel rates when booking online. The transparency of the Internet is driving hotel prices towards rate parity. This study investigates room rate parity, room and hotel availability, price consistency, and rate guarantee. The study examines 240 property-date combinations, focusing on ten metropolitan areas, using a sample of 120 hotels for two booking dates, and analyzing three hotels per four hotel segments. The results suggest that Orbitz, an indirect distribution channel, is the best choice when booking rooms in budget and midscale market segments. Furthermore, Expedia offers the best room prices for luxury …