Hospitality Administration and Management Commons^™

Critical Success Factors And Performance Management And Measurement: A Hospitality Context, Detta Melia

Conference papers

This paper reports on research carried out in the hotel sector of the Irish hospitality industry on critical success factors and their impact on performance management and measurement. The paper outlines the industry context and reviews the literature on critical success factors. This literature presents a discussion of the concept of critical success factors (CSFs) in the context of performance measurement and the hospitality industry, which are considered necessary for organisational prosperity because of the impact they have on the organisation’s potential performance. Critical success factors are those factors capable of providing the greatest competitive leverage upon which resources should …

Cultural Diversity In The Hotel Industry: A Study Of Performance Management Systems, Deirdre O'Donovan

Theses

Recent years have seen a sharp increase in the numbers of people immigrating to Ireland, making Irish society much more culturally diverse than in previous decades. At present, there are approximately 420,000 migrants living in Ireland, of whom approximately 350,000 individuals are of an age to work (Central Statistics Office 2006). Consequently, Irish workforces are now more culturally diverse.

This thesis focuses on the implications of cultural diversity on performance management practices in a number of Irish hotels. Due to the large number of culturally diverse employees in the hospitality industry, the hotel sector was chosen as the focus of …

Standards, Training, And Guests' Perceptions In Luxury Hotels, Sarah Peterhans

Senior Honors Theses and Projects

Very few hotels are able to consider themselves to be truly luxury. These hotels hold a certain mystique that invites their guests to continually return, no matter what the cost is. While luxury is providing something exclusive that is not found everywhere, it is also becoming more about the experience (Allcock, 2007). Today, luxury hotels are aiming for ultra-luxury, and to do this, service and people factors make a huge difference (Tungate, 2009). The luxury concept includes being exclusive, sophisticated, and indulging your guests (Allcock, 2007). It is crucial that the design and service follow these concepts (Gunter, 2005). These …

Why Ask The Guests? : An Examination Of Mechanisms And Efficacy Of Guest Feedback Used In Hotels In Perth, Selly Sugio

Theses : Honours

This study has explored the importance of feedback mechanisms in the hospitality industry. A mixed methodology was adopted so that the main or major issues could be identified and the respondents' feelings and emotions examined and discovered. In-depth interviews were conducted to discover and explore hotel managers' feeling, emotions, thoughts and understanding of feedback mechanism in the hotel. A questionnaire was developed to investigate the hotel front office or room division staff perspective on feedback mechanisms in the hotel. The rich data is very important because it gives the study more significance and detail. This research found that using feedback …

An Analysis Of The Contribution Of Public Relations To The Growth Of The Ballymaloe Brand., Avril Desmond

Theses

The aim of this dissertation was to explore the public relations techniques of Ballymaloe and determine the effectiveness of these techniques on the Ballymaloe brand. Relevant literature was explored and the subjects the subjects that were encountered included public relations traditional and new media avenues.

The research methodology constituted quantitative analysis. Interviews were the primary research tools, with media analysis being used to back it up. The data was analysed using content analysis procedures.

The conclusion identified that, Ballymaloe are inadequate in implementing two way communications with their strategic publics. The research highlighted the relaxed attitude towards their public relations …

The Role And Significance Placed On Corporate Social Responsibility In The Hotel Industry In The South West Region Of Ireland., Shirley Millar

Theses

This research sets out to examine the concept of Corporate Social Responsibility in the context of the hotel industry, with a specific focus on Ireland and the South West Region. The study looked at the level of importance placed on CSR by both the hotel consumer and the hotel industry. The study also sought to determine the relevance of CSR as a source of competitive advantage

Interest in the practice of Corporate Social Responsibility (CSR) has become increasingly prominent in recent years. There has been a shift in practice from companies doing good to be seen to be doing good, …

An Investigation Of Female Career Progression And Development In The Irish Hospitality Industry., Richella Ryan Devereaux

Theses

In recent years, the increasing number of women at the lower positions in the hospitality industry and their underrepresentation in top management positions has made women’s status in the industry a great concern. The purpose of this study is to examine the career progression of female graduates in the Irish hospitality industry.

A qualitative approach in the form of in-depth interviews of twenty-one female middle and senior managers in the Irish hospitality industry provided the opportunity to gain insights into their experiences and barriers faced in advancing their careers to senior management positions.

The results of the current study identify …

How Closely Is Ceo Compensation Tied To Performance? An Examination Of The U.S. Restaurant Industry, Michael C. Dalbor, Seonghee Oak, Toni A. Repetti

Hospitality Faculty Research

The purpose of this research is to assess the elasticity of CEO compensation in the U.S. restaurant industry. Using a sample of 30 restaurant firms for the years 1993 through 2006, we find that a 1% increase in current year firm return yields an increase of approximately .43% for salary, bonus and stock options, .20% for salary and bonus and 2.74% for bonus and options. Mergers do not appear to impact CEO compensation significantly. Our findings are within the range found by many previous researchers.

Profitability And Return On Investment From Casino Amenities, Lonnie Bryant, Doug Walker

Caesars Hospitality Research Center Grant

We empirically analyze the return on investment of different casino resort amenities (e.g., casinos, hotels, restaurants, and other entertainment). We model casino corporation stock prices using regression analysis of cross-sectional time series data. Stock prices are explained by variables that represent firm-level investments in and revenues from different functional areas of the typical casino resort, and two macroeconomic control variables. Results are sensitive to the dependent return variable chosen; and revenue variable results differ from expenditure variable results. This suggests that subsequent research should focus on market-specific analyses, which may help to determine which amenities provide greatest returns in particular …

Not Undertaking The Almost-Impossible Task: The 1961 Wire Act’S Development, Initial Applications, And Ultimate Purpose, David G. Schwartz

Library Faculty Research

For a Camelot-era piece of legislation, the Wire Act has a long and unintended shadow. Used haltingly in the 1960s, when the Wire Act failed to deliver the death blow to organized crime, 1970’s Racketeer-Influenced and Corrupt Organizations Act (RICO) became a far better weapon against the mob. Yet starting in the 1990s, the Wire Act enjoyed a second life, when the Justice Department used to it prosecute operators of online betting Web sites that, headquartered in jurisdictions where such businesses were legal, took bets from American citizens. The legislative history of the Wire Act, however, suggests that it was …

The Burger King Revolution: How Las Vegas Bounced Back, 1983-1989, David G. Schwartz

Library Faculty Research

Most who have considered Las Vegas history have concluded that not much happened in Las Vegas gaming between the openings of the original MGM Grand (1973) and Mirage (1989). In fact, several structural changes during the 1980s had already reversed a declining appeal. Responding to three crises—competition from Atlantic City, a national economic downturn, and the MGM Grand fire—Las Vegas casino operators began to draw more extensively on a middle-class mass market. Capitalizing on the “Burger King Revolution,” Strip casinos drew more gamblers who, on average, played less, and slot machines displaced table games as the industry’s leading revenue producer. …

Adapting Disneyland’S Service Strategy To Korea’S Everland Theme Park, Haesun Paik

UNLV Theses, Dissertations, Professional Papers, and Capstones

Disneyland is an American amusement park located in Anaheim, California, owned and operated by the Walt Disney Company. On July 18, 1955 the park was first opened to the public (Absolute Astronomy, 2009). Tourists come from all over the world to experience Disneyland not only for theme park, but also for its well-known quality of service, proven time and again by returning visitors. Behind the Disney World being the first, Disneyland is the second most visited park in the world having more than 14,800,000 visitors (TEA and ERA, 2008). Korea is one of the fastest growing countries in Asia and …

Exploring The Association Of The Attributes Of Self-Service Kiosks, Customer Check-In Satisfaction, And Customer Commitment In C, Gary Deel

Electronic Theses and Dissertations

Research regarding self-service technology and its integration into the traditional service environment is relatively limited as it applies to the lodging industry. The purpose of this study was to investigate the customer check-in satisfaction and customer commitment impacts of self-service hotel kiosks as implemented in convention hotels by examining perceptions of kiosk users. It has been theorized that customer perceptions of self-service technology attributes are positively related to satisfaction and subsequent commitment. A model was employed in this study that had been previously supported outside of the hospitality industry which demonstrated support for a universal standard of investigating self-service technology …