Hospitality Administration and Management Commons^™

Enhancing Student And Graduate Employability In The Hospitality Industry: A Video Project, Thyagarajan V. Ammachathram

Master's Theses and Doctoral Dissertations

Employment interviews are designed to judge the qualifications and desirability of a candidate for a job. Research shows that interviews are incredibly important in getting the right job. A study conducted by the Bureau of National Affairs pinpointed the most important factors in hiring applicants, with employment interviews being the single most important factor in getting a job (Elfner, 2006). Hospitality firms are placing greater emphasis on the ability of graduates to fit within their businesses (Pittaway & Thedham, 2005). Even though qualifications and skills are vital for selection, candidates should know how to set themselves apart from other candidates …

Perceptions Of Service Failure, Service Recovery Strategies, And Behavioral Intentions Of Hotel Guests In Orlando, Florida, I-Hua Lin

Graduate Student Dissertations, Theses, Capstones, and Portfolios

Numerous studies have shown a positive correlation between customer satisfactions and repurchase intention. However, service failure can put companies out of business if attention is not paid to this problem. This study explained the components of service recovery strategies used when service failure occurs in each situation in a hotel, and to link customer response to service recovery strategies to behavioral intention, as applied to the hotel industry in Orlando, Florida.

The purposes of this study were to investigate the explanatory relationships between hotel guests' sociodemographic characteristics and perceptions of (a) service failure; (b) service recovery strategies in each service …

The Impact Of Fees On Visitation Of National Parks, Zvi Schwartz, Li-Chun Lin

Department of Hospitality and Tourism Faculty Scholarship and Creative Works

This study assesses the impact of the change in revenue management policy (namely the increased public land recreation fees) on the number of domestic and international travelers that visit the large, mostly well-known US National Park System sites. Baseline, multivariate demand models were developed based on secondary data from 10 years prior to the fee policy change, and were used to predict demand in years following the fee change. The predictions of the baseline demand models were then compared to the sites' actual visitation. The differences between the actual and the predicted visitation are statistically significant, indicating that the change …

Inside Unlv, Diane Russell, Cate Weeks, Shane Bevell, Mamie Peers, Lori Bachand

Inside UNLV

No abstract provided.

Premier, Dean Mann, Robyn Campbell-Ouchida, Judy Nagai, Heather Willden, Karen Sharp, Deborah Barrash, John Sweeney, Erin Odonnell, Tony Allen

Premier: The Magazine of the UNLV Harrah Hotel College

No abstract provided.

Unlv Magazine, Cate Weeks, Shane Bevell, Erin O'Donnell, Eric Leake, Lori Bachand, David G. Schwartz, David Ashley

UNLV Magazine

No abstract provided.

Generic Skills For Hospitality Management: A Comparative Study Of Management Expectations And Student Perceptions, Michael Raybould, Hugh Wilkins

Michael Raybould

Tertiary providers of hospitality management degree programs must fulfil the needs of student, industry and academic stakeholder groups. The students attracted to this type of program tend to be motivated primarily by the anticipated vocational outcomes. As a result, hospitality management curriculum needs to meet both industry and student expectations by delivering the skill sets needed in the workplace and the institutional demands for academic rigour. This article reports on research that aimed to compare hospitality managers' expectations of graduate skills with student perceptions of the skills that hospitality managers valued. In contrast to previous research on this topic, this …

Inside Unlv, Cate Weeks, Shane Bevell, Diane Russell, Leora Baron

Inside UNLV

No abstract provided.

Inside Unlv, Diane Russell, Shane Bevell, Carol C. Harter, Lori Bachand, Cate Weeks, Mamie Peers

Inside UNLV

No abstract provided.

Cooking For Kids!, Krystal Fullilove

Honors Capstone Projects - All

My thesis, “Cooking for Kids!”, follows the current trends in exploring the problem of childhood obesity. The epidemic of childhood obesity has been steadily climbing for the past two decades. The number of obese children has reached its highest ever with over 9 million children and adolescents being classified as overweight or obese. The weight problem stems from decreased physical activity in children and eating foods that are not nutritious.

My personal answer to the obesity problem was to create a cookbook for children ages 8-13. I intended for parents to use the cookbook as a way to teach the …

Nip & Tuck: Operational Concerns Of Menu Makeovers, Dave Pavesic

Hospitality Faculty Publications

No abstract provided.

Premier, Robyn Campbell-Ouchida, Miles Dickson, Chris Cain, Russell Dazzio, Deborah A. Young, Karen Sharp, Gael D. Hancock, Cynny Carruthers

Premier: The Magazine of the UNLV Harrah Hotel College

No abstract provided.

Unlv Magazine, Carol C. Harter, Joe Cockrell, Tony Allen, Regina Bacolas, Lori Bachand, Jennifer Lawson, Bret C. Birdsong, Steve Parker, Erin O'Donnell, Jennifer Robison

UNLV Magazine

No abstract provided.

Standout Attractions, Jonathan Jeffrey

SCL Faculty and Staff Publications

Living in Chicago and working as a traveling salesman in the 1920s-1930s, Duncan Hines had a hobby—visiting and assessing restaurants. He said he was looking for “standout attractions in the culinary department.” His hobby eventually made this native of Bowling Green “America’s foremost food authority” and one of the most recognized Kentuckians of the twentieth century. This article traces the biography of the culinary entrepreneur from his early years in Bowling Green to his successful publishing ventures, and finally to the phenomenal marketing strategy that was used to create one of America’s most enduring and endearing brands.

Strategic Sourcing For A Competitive Advantage In The Hotel Industry, Debbie J. Pattni

UNLV Theses, Dissertations, Professional Papers, and Capstones

In order to remain competitive in an intensely competitive business environment, many companies have resorted to cost-cutting, lay-offs, restructuring, and increased productivity measures to manage expenses and to increase profits. Senior executives in organizations have realized that on average, 50% or more of an organization’s operating budget is spent on purchased goods and services. Therefore, the decisions made by purchasing professionals can help to determine the financial viability of the organization (Ball, 2005). Firms can increase the so-called “bottom line” by either increasing revenues or by decreasing costs. Under economic conditions of strong competition and uncertainty, it is often difficult …

Multi-Brand Hospitality Operations Branding Strategies, Rikki Tanenbaum

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this professional paper is to identify the optimal brand architecture for MGM MIRAGE’s Project CityCenter through synthesis of a review of branding strategies throughout the hospitality industry and a review of Project CityCenter’s goals. As Project CityCenter represents such a massive undertaking from both a financial and marketing perspective, a review of strategies external to MGM MIRAGE is critical; this paper endeavors to highlight branding strategies for potential adoption at Project CityCenter. The project’s significance is affirmed by Terri Lanni, Chairman and CEO of MGM MIRAGE, “Project CityCenter confirms a cultural and lifestyle revival of city living, …

Attendee Attentiveness: Perceptions Of The Impact Of Menu Selection, Elisa A. Hobbs

UNLV Theses, Dissertations, Professional Papers, and Capstones

Most professional meeting planners are meticulous in planning everything about a meeting. Unfortunately, selecting the correct choices of food is often overlooked. If planners are informed of the role food plays on attendees’ attention, energy and attitudes, they may come to realize that they are contributing not only to the well being of their attendees, but also to the impact of the meeting itself (Boisclair, 1997). As a meeting planner, it is important to serve attendees meals that produce high energy and attentiveness in order to ensure that attendees are alert and maintain the highest level of performance throughout the …

Hotel Restaurant Concept Selection Considerations: Which Factors To Take Into Account?, Michiel A. Bakker

UNLV Theses, Dissertations, Professional Papers, and Capstones

Hotels fulfill a variety of roles in our society. For many travelers and vacationers, a hotel is a home away from home. A wide range of social and meeting activities are held in a hotel such as weddings, meetings, tradeshows, conventions and family reunions. Hotels provide employment for many and support the local community through the collection of taxes such as sales, payroll and hotel. Various facilities and services can be offered or housed in a hotel such as guestrooms, meeting rooms, spa and fitness facilities, restaurants, bars, casinos, parking facilities and business centers. Depending on the location and function …

Embracing Uncertainty: The Passing Of A Legendary Casino/Hotel — Tropicana Resort And Casino, Bill Hiers

UNLV Theses, Dissertations, Professional Papers, and Capstones

Las Vegas is on the cutting-edge of today’s world, showcasing the newest and best of everything that can be offered at premium hotels. In this one isolated location of the United States, there have been dramatic changes to the philosophy of conducting business. In the past ten years Las Vegas has defined to the world that new innovations to hotel projects can be developed to achieve maximum profitability. Casino companies strive to build the next premier, exciting, state of the art, five star hotels. Change in the casino industry is always exciting with the prospect of a better way to …

Teleconference Training Within Commercial Customer Service At Us Bank, Christy Snyder

UNLV Theses, Dissertations, Professional Papers, and Capstones

Research suggests that effective employee training methods are of key importance in the service industry today. The service industry uses customer service as a means of differentiating its product (Davis, 2005; Farrell, 2005; Feiertag, 2005; Furunes, 2005; Higley, 2004a; Jenkins, 1984; Simons, 2005; Walsh, 2004). “Friendliness and a willingness to serve others are the tools of the hotel trade, and training is the sharpener that refines the tools into hospitality machines” (Higley, 2004b). Training is integral in creating a positive environment for customers. If organizations want to ensure customers have this type of environment, employees must have both service and …

Hotel Employee Morale During Periods Of Low Occupancy, Nicholas J. Thomas

UNLV Theses, Dissertations, Professional Papers, and Capstones

According to the Monterey County Chamber of Commerce, each year an estimated 3 million tourists, who spend nearly $2 billion and create 36,600 jobs, visit the Monterey Peninsula in California (Monterey Peninsula Chamber of Commerce, 2000). Unfortunately, this area suffers from hospitality industry-wide low occupancy from late fall until early spring, mainly due to the cooler, rainy weather (Boerner, 2004). During these periods of low occupancy, I believe that there is a challenge in maintaining employee morale. The impetus of this research is my belief that there is a correlation between an increase or decrease in employee morale and the …

Ranking Of U.S Hospitality Graduate Programs: 2002-2003, Michael G. Brizek, Mahmood A. Khan

Hospitality Review

Compared to other disciplines, graduate programs in hospitality and tourism management are in their infancy. Rapid changes within the business environment have prompted students in this field to drop a higher level of problem solving skills and scholarship. As the number of graduate programs in hospitality and tourism grows to meet this demand, the need also arises to evaluate each program k resources and contributions to graduate education. This study examines both masters and doctoral degree granting programs in hospitality and tourism management. All institutions were evaluated and ranked based on selected tangible criteria. Rankings of the programs, which were …

Would A Restaurant Menu Item By Any Other Name Taste As Sweet?, Tim Lockyer

Hospitality Review

The purpose of this paper is to examine the use of words on a restaurant menu, and to evaluate the impact that they have on the selection of menu items. The research comprised two distinct parts. First, four focus groups were held examining responses to five menus, each with the same menu items but using different wording. The results from the focus group analysis were used to develop a survey which was more widely distributed. From the focus group it was revealed that the occasion and participants in the dining experience influence the wording for menu item selection. Respondents discussed …

A Study Of Online Hotel Reservations On Asia Pacific-Based, European-Based, And North American-Based Travel Websites, Rob Law, Andrew Cheung

Hospitality Review

This paper reports a study that examined hotel reservation services on travel websites. Using a systematic search, 90 travel websites were selected with an equal number of North American-based, European-based, and Asia Pacfic-based websites. These regions represent the areas of the world with the most Internet users. Based on the developed framework of information quality, the contents of the selected travel websites were evaluated. Be empirical results indicated that the travel websites achieved different levels of quality in online information, and that North American-based websites performed significantly better in some attributes.

Restaurant Customer Loyalty: A Qualitative Assessment Of Niche Brands, Billy Bai, Matthew Buxton, Gail Sammons, Stowe Shoemaker

Hospitality Review

Using the Loyalty Triangle framework developed by Lewis and Shoemaker (1999) and focus group methodology, the study examined how a niche brand restaurant best achieved long-term loyalty. Results indicate that customers are loyal to a niche brand because of the unique characteristics inherent to the brand. Customers have higher perceptions of such qualities as the presentation of service, consistency of product, and the benefits offered by the loyalty program than characteristics that are shared across all brands. Niche brand restaurants can be more effective in developing these qualities to promote customer loyalty.

Examining The Impact Of Service Times On Overall Guest Satisfaction Perception In The Casual Dining Environment, Eric R. Tobin, Lynn M. Huffman

Hospitality Review

A mystery shopper study was used to examine the influence of service times on customer satisfaction. The impact of management emphasis on service quality was also examined. In the restaurants studied, service time influenced customer satisfaction. Management attention to service time improved performance in direct relationship to the level of emphasis.

Searching For The Holy Grail Of International Education: Feedback From Hospitality Management Study Abroad Participants, Hubert B. Van Hoof

Hospitality Review

This article reports on a study done among hospitality management students who participated in study abroad programs between January 2001 and May 2003. The participants in the study were both incoming students to the US and outgoing students from the US. The study investigates, among other things, why they had decided to study abroad, why they had selected a particular institution, how their home institution compared to the partner institution abroad, and what they perceived to be the benefits and relevance of their international experiences. It was found that respondents were generally very positive about the study abroad experience. Some …

The Impact Of Hotel Size And Service Type On Employee Job Satisfaction, Daniel J. Mount, Willaim D. Frye

Hospitality Review

There has been no research on the impact of hotel size and service type on employee satisfaction. Yet the distinction between service types (limited service and full service) has become commonplace and the dynamics and organization of these hotels are decidedly different. This study finds that differences are evident in certain aspects of employee satisfaction based on size and service type.

Visible Body Modification (Vbm): Operationalizing Grooming Standards, Nancy Swanger

Hospitality Review

The purpose of this study was to build on a previous one that focused on the effect of visible body modification (WM) on employment. In this study, samples from actual employee manuals used in the hospitality industry were collected and analyzed, specifically looking at policies regarding visible tattoos and body piercings. Examples from those employee manuals are presented, along with suggestions for operators looking to change or clarify their grooming standards.

The Emotional Intelligence Of National Automatic Merchandising Association (Nama) Vending And Coffee Services Industries Executives: A Pilot Study, Ronald F. Cichy, Richard M. Geerdes, Jaemin Cha

Hospitality Review

The authors report the pilot study focused on identifying the emotional intelligence (El) of leaders in the automatic merchandising and coffee service industries. The data were collected from 39 executives, members of National Automatic Merchandising Association (NM), who attended 2005 Executive Development Program on the campus of Michigan State University. Three elements of EI- IN, OUT, RELATIONSHIP for these leaders are discussed.