Hospitality Administration and Management Commons^™

Comparing Generation Y Hotel Employees In The United States And China, Bonnie Knutson, Miran Kim

ICHRIE Research Reports

Millennials will represent 75% of the global workforce by 2025. They were born and raised in an era of rapid technological development, better access to education, and growing globalization. They are often characterized as protected by Baby Boomer parents and society. They are technologically-savvy, achievement-oriented, team-oriented, job-hoppers, and focused on life-balance. It is essential to understand their values in term of work attitudes and behaviors. Employees’ commitment to customer service is particularly important in the hotel sector as it results in greater customer satisfaction and loyalty as well as better service quality. We surveyed hotel employees in the United States …

The Examination Of Entertainment Product Performance In Macau, Jian Ming Luo, Chi Fung Lam

ICHRIE Research Reports

Macau surpassed Las Vegas as the top gaming destination many years ago. Entertainment is a crucial element in many gambling destinations. Associating entertainment and gambling helped create a more appealing image and package of gambling destination. This study investigated the performance of entertainment products in Macau. This study used convenience sampling to collect 300 usable questionnaires from three tourists’ departure spots. Respondents were asked to evaluate the importance and performance of seven categories of entertainment products. The most important entertainment products were Family Fun and Show. Most people did not think Beauty and Wellness, or Sports and Recreation were important. …

Effective Hotel Brand Management - Don’T Forget The Role Of Your Employees!, Yao-Chin Wang, Ceridwyn King

ICHRIE Research Reports

Employees are a vital element of a customer’s hotel experience. Responsible for delivering the differentiated experience reflected in the hotel’s brand, employees are an important brand resource, necessitating brand management adopt an external and internal perspective. This report explains internal brand management and the favorable brand outcomes that result.

Factors Influencing Consumer Wine Choice: The Case Of Wine Tourism, Margaret Connolly

Books/Book Chapters

This research was undertaken to examine the relationship between the wine tourism activities of consumers and their subsequent wine choices. Exploratory research was undertaken giving specific attention to wine tourism, first, as a factor of influence on decision-making, second, on levels of consumer involvement and third on long-term consumer loyalty. A convenience sample of 12 wine consumers in Dublin participated in the study. Semi-structured in-depth interviews were used to gather the qualitative data used. The findings clearly establish links made by consumers between their wine tourism experiences and their subsequent wine purchase preferences. The findings highlight the importance of facilitating …

How Clean Is The Food We Eat From Street Vendors In Orlando, Florida?, Bendegul Okumus, Sevil Sonmez

ICHRIE Research Reports

Convenience, low cost, and opportunities to experience unique flavors have led to an increase in street food consumption worldwide. There are approximately 117,000 food trucks in the U.S., representing approximately $857 million in sales annually. Some of these food trucks are unlicensed and some truck vendors are unwilling to comply with requirements for food preparation, permits, parking, and inspection processes. Data were collected from food trucks in Orlando, Florida in order to have a clear understanding of risk factors. Food samples were collected from food trucks and analyzed for microbiological contamination. To investigate possible safety risks, 30 different samples were …

Matching Reviewers To Customers: The Role Of Demographics And Preferences In Hotel Online Booking, Cheng Chu Chan, Long W. Lam, Cheris W. C. Chow, Lawrence Hoc Nang Fong, Rob Law

ICHRIE Research Reports

Travelers can easily refer to online reviews as a source of advice before booking a hotel; however, online reviews are not structured which make gathering useful information uneasy. What if online review sites can prioritize and direct the reviews that are most relevant to the customers and save them a lot of time? The value and usefulness of reviews are affected by the reviewers’ background. This study investigated whether customers tend to value the reviews written by similar people more than those written by dissimilar people. The first experiment showed that positive reviews increased consumers’ intention to book a hotel, …

Don’T Make Your Guests Wait On Line, John Gerdes Jr., Betsy Stringham

ICHRIE Research Reports

This report compares hotel reservation website load times to best practice. Long load times can cause users to abandon websites, resulting in lost revenue. Results from our research indicate load times for hotel reservation websites exceed best practice times for both desktop and mobile devices. Site design must consider load time with competing design requirements.

So Just How Satisfied Are Millennials With Their Hotel Experience?, Seunghyun "James" Kim, Jaemin Cha, Arjun Singh, Bonnie Knutson, Forrest Morgeson

ICHRIE Research Reports

The millennial generation is emerging as a powerful economic force across all economic segments, including lodging. With millennials being the largest generation of consumers, it is important to understand their satisfaction in important areas across two hotel segments as defined by price. We drew the data from the highly regarded American Customer Satisfaction Index. As this cohort increases in purchasing power, hotel brands are enhancing their offerings to better engage this segment. Thus, in an increasingly competitive lodging sector, it is important to examine drivers that influence this generation’s hotel experience. Our study focused on these drivers in two price …

The Role Of Fairness, Job Satisfaction, And Co-Worker Cohesiveness In Influencing The Desire For Unionization Among Polish Cooks, Piotr Zientara, Anna Zamojska, Monika Bak

ICHRIE Research Reports

Hotel work is characterized by long and unsocial shifts, and many hotel employees feel tired, treated unfairly, and dissatisfied with their jobs. There is a high incidence of part-time and temporary employment that translates into low pay, job insecurity, and limited access to training. Hotels in some countries – notably, Poland – are practically without collective representation leaving hotel workers with a weak bargaining position. This study aimed to find out whether hotel employees might be interested in unionization and whether, in the absence of unions in the workplace, staff can count on their co-workers for support and, whether this …

Towards Constructing A Comprehensive Framework Of Smart Destinations, Ekaterina Sorokina

Electronic Theses and Dissertations

Smart initiatives are gaining popularity from the development of smart homes and smart communities to the emergence of smart cities all around the world. Smart technologies like AI-powered digital assistants are becoming more widespread within the tourism industry, giving rise to the concept of smart destinations. Despite the growing awareness, the theoretical and practical knowledge of smart destinations remains fragmented and mostly speculative. The primary objectives of this research study are: 1) to develop a comprehensive framework of smart destinations through multiple case studies of the emerging smart destinations and interviews with the industry stakeholders, and 2) to construct and …

The Effects Of Loyalty Programs On Profits And Customer Retention, Kennylyn Miranda

Senior Capstone Projects

The purpose of study is to do an empirical analysis of the effects of customer loyalty and how it relates to customer retention and increases overall profits, particularly in the hospitality industry. The hospitality industry is continually changing and is encompassed in a highly competitive environment. Loyalty Programs are a form of marketing strategies that are set to attract, maintain, and enhance customer relationships (Yoo, 2011). The discussion of the study indicates that there is a significant increase in company profits due to customer retention and loyal customers.

In any business customer loyalty is a factor that drives the overall …

Strategies To Customize Responsible Gambling Messages: A Review And Focus Group Study, Sally M. Gainsbury, Brett L. L. Abarbanel, Kahlil S. Philander, Jeffrey V. Butler

Research & Economic Development Faculty Research

Background Responsible gambling messages are widely used as a tool to enable informed choice and encourage appropriate gambling behavior. It is generally accepted that gamblers have different levels of risk of developing gambling problems and require various harm minimization tools and resources. Therefore, it is reasonable to expect that responsible gambling messages should be customized and target specific groups of gamblers. This project aimed to understand hypothesized differences between cohorts of gamblers and receive qualitative feedback on archetypal targeted messages used to increase use of responsible gambling tools. Methods Focus groups were held to test messages for specific cohorts: young …

The Effects Of Collegiate Mentoring: An Empirical Review, Rebecca Cohen

Senior Capstone Projects

The effects of mentorship have dominated discussions of strategic leadership development in the hospitality industry. At first glance, it may seem difficult to form a lasting and beneficial mentoring relationship due to the challenges inherent in creating a natural and organic rapport between two individuals. The purpose of the following review is to showcase the comparison between existing literature in regard to the effects of the mentor-mentee relationship in the collegiate setting. Through the analysis of the existing literature, three cumulative themes became apparent: career development, psychosocial support, and role modeling. The mentor-mentee relationship, which is usually positive, can become …

School Of Culinary Arts & Food Technology - Winter Newsletter 2018, James Peter Murphy

Other resources

The School of Culinary Arts and Food Technology, Winter Newsletter captured the many events, research, awards, significant contributions and special civic and community activities which the students and staff members of the school have successfully completed up to the Winter period of 2018. The successful completion of these activities would not be possible without the active and on-going support of the 'INSPIRED' friends of Culinary Arts (school sponsors) and our school's industry association supporters.

Making Connections: Developing Learning Resources For Students In Dining Room Operation, Bannesa Espinal

Publications and Research

Have you ever opened a bottle of wine and perhaps interpreted serving it as if you were a fine dining restaurant server? In the department of Hospitality Management at New York City College of Technology, we emphasize providing the best quality of service through a series of hands on experience laboratories. Particularly in Dining Room Operations, faculty focus on providing students every resource possible to execute and become comfortable while providing high quality service. Students with minimal knowledge of wine or those who are yet to work in the industry face difficulty understanding the wine profile and most importantly service …

Back Cover

AMBROSIA 客道 : The Magazine of The International Culinary Institute

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Class Acts 學院消息, Ici Editorial Team

AMBROSIA 客道 : The Magazine of The International Culinary Institute

Recipes for success 成功之道

The International Culinary Institute (ICI) and its sister institutions, the Hotel and Tourism Institute (HTI) and the Chinese Culinary Institute (CCI), provide students with an array of fun and educational opportunities

國際廚藝學院及與其相輔相成的酒店及旅遊學院和中華廚藝學院，積極為學員提供各種學習機會，讓學員透過校內課程增長知識之餘，更可與專家交流及參加特別活動和比賽，開拓視野

Day In The Life 餐飲人生, Vivian Mak

AMBROSIA 客道 : The Magazine of The International Culinary Institute

Kwok Kin Bong 郭健邦

Graduate of the International Culinary Institute and founder of ATUM Desserant, ATUM Restaurant, Champak Restaurant by ATUM and Suppa hot pot restaurant

國際廚藝學院畢業生，ATUM Desserant、ATUM Restaurant、青花和「十下」火鍋餐廳創辦人

Plat Du Jour 名菜解構, Rachel Duffell

AMBROSIA 客道 : The Magazine of The International Culinary Institute

Wild alchemy

融合與創新

Innovative combinations characterise the culinary wizardry of Asia's leading female chef Lanshu Chen

亞洲頂尖女廚師陳嵐舒以創意和獨特個性施展烹飪魔法

A Clean Plate 也談淨食, Mamie Chen

AMBROSIA 客道 : The Magazine of The International Culinary Institute

Clean eating is the phrase on everybody's lips, but what does it actually mean? Here, chefs consider that question and address where the trend is going - and where it really should end up.

不少人把淨食掛在嘴邊，然而何謂淨食呢？廚師們是怎麼看這個問題的？他們又認為這個飲食趨勢應朝哪個方向發展？