Hospitality Administration and Management Commons^™

Incentive Program For The Cherokee Nation Enterprise Floor Staff, Justin Teel

UNLV Theses, Dissertations, Professional Papers, and Capstones

Many promotions at Cherokee Casino Resort are mass marketed and are not designed for a specific guest. Often guest are unaware of the promotions that are taking place while they are visiting the resort. The Floor staff is not making the effort to promote products that Cherokee Casino Resort invests in. Floor staff can increase the amount of participants with their day-to-day contact with the guest. The purpose of this paper is to create an outline, structure, and implementation timeline for an incentive program that can be effect in motivating the staff as well as increase revenue for the casino. …

Measuring Gaps In Customer Service At Spas: Are We Offering Our Customers What They Want?, Patricia Mittelstadt

UNLV Theses, Dissertations, Professional Papers, and Capstones

Currently, there is no academic standard or format that spas use to rate themselves against other spas, not is there one for spas to rate themselves on improvements based on previous surveys. This paper will offer a format for each individual spa and groups of spas, to find what the clientele’s expectations are. It will also determine if the spa is meeting or exceeding these expectations, and will create a format for all spas to use, based on the SERQUAL analysis developed by Parasuraman, Berry, and Zeithaml (1991). This tool will allow spas to survey their customers to see if …

A Review Of The Hotsos Implementation At The Mandalay Bay Resort And Casino, Sarita Noyola

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this professional paper is to develop a case that analyzes the implementation of a guest service response system at a full service hotel resort. The term implementation will refer to the following: the start to completion process and steps utilized to install a new method into hotel operations. The definition of system, for the purposes of this report is a technological solution that utilizes limited manual processes and relies upon computers, mobile devices and computer programming. For the purposes of this report the term full service hotel resort will refer to a casino resort and hotel that …

Building An Effective Marketing Model For Native American Casinos, Jeffery M. Pletcher

UNLV Theses, Dissertations, Professional Papers, and Capstones

In 1987 the U.S. Supreme Court recognized that, as sovereign political entities, federally recognized Native American tribal entities could operate gaming facilities free of state regulation. Soon after, Congress introduced the 1988 Indian Gaming Regulatory Act (IGRA), which maps out the conditions under which Native American tribal entities are permitted to operate casinos and bingo parlors (Kilby, Fox, & Lucas, 2005). These terms and conditions for Native American casinos under IGRA regulation are Class II gaming methods. Class II gaming is defined as the game of chance commonly known as bingo (regardless of electronic, computer, or other technological aid) (Kilby …

Telling Our Story — Case Study Of The Cherokee Nation Cultural Tourism Initiative, Chad Smith

UNLV Theses, Dissertations, Professional Papers, and Capstones

This is a case study of the Cherokee Nation Cultural Tourism initiative: planning began in 2005 and development began in 2008. This initiative resulted from the perceived need to create local employment, provide incentives to continue the culture and language of the Cherokee people, develop social and political good will in and outside of the Cherokee Nation area, enhance the brand of Cherokee Nation gaming and develop long term capacity in entertainment marketing. The opportunities identified included stimulating and reaching higher end Cherokee art and crafts market, encouraging development of more culturally authentic and fine Cherokee arts and craft, offering …

Market Feasibility Studies: Hospitality Decision Making, Kim Mangino

UNLV Theses, Dissertations, Professional Papers, and Capstones

The specific purpose of this paper was to create a teaching case, while analyzing data that was collected in an effort to determine whether or not the particular organization had achieved “excellence.” The resulting teaching case aims to be an additional resource in organizational behavior and mainstream business classes across the globe, as it provides an example of a highly successful company that is facing basic, fundamental organizational issues. Ideally, this research will provide readers with an avenue for scrutinizing major issues in the hospitality industry and potential solutions. The case is most appropriate for upper division undergraduates or graduate …

Determining Organization Excellence, Elliott Moseley

UNLV Theses, Dissertations, Professional Papers, and Capstones

The hotel and hospitality industry are flourishing at a greater and more rapid pace in the global context than ever before and with each new projected location there is a certain inevitable risk faced by investors in that property. The level of risk varies from one situation to the next and such potential owners/investors must be able to act and plan with confidence when investing in hotel real estate. This confidence can be accomplished with full understanding of the strengths and weaknesses of economic and market analyses within any particular location. One important tool that these individuals use is market …

Human Resources Challenges And Opportunities In China: A Case From The Hospitality Industry, Ilan Alon, Tatiana Ferreira

Faculty Publications

The purpose of this study is to underline some of the distinctive practices of the hospitality industry in China. Particularly, we have interviewed several industry experts in luxury hotel properties in China and the USA and have compared their human resources practices. We found that luxury hotels which want to achieve international levels of service must invest more time in hiring and training their Chinese employees. Chinese employees are hired based on personality, and are found to be lacking a service mentality. Cultural and institutional differences in human resources account for the differences that exist between Chinese employees in the …

Managing A Flexible Workforce, James Peter Murphy

Conference papers

The greatest cost to most Irish Licensed premises is staff. When establishments say that they are ‘people based’ and their important assets are their people they usually mean it, yet very little investment has gone into staff management systems. Effective staff management systems can help to reduce the costs involved in recruiting and training employees and, most importantly, help to reduce the result that absenteeism causes on maintaining quality customer service. This special presentation addresses these issues and offers some practical solutions to these challenges.

Millennial Students, Movies And Tourism, Jeeyeon Hahm, Randall Upchurch, Youcheng Wang

Rosen Faculty Scholarship and Creative Works

This study examines the degree to which the leisure activity of "going to a movie film" influences an individual's image formation process, and therefore desire to visit the portrayed tourist destination. The results of this single case study are twofold. First, demographic differences occur between pretest and posttest measures of destination attributes as the result of exposure to a destination specific movie, and second, the desire to visit the film locations as expressed in the movie significantly vary by gender, age, and ethnicity.

Cointegration And Causality Between Tourism And Poverty Reduction, Robertico R. Croes, Manuel Vanegas Sr.

Faculty Scholarship and Creative Works

This study, using cointegration and causality tests, investigates the relationship among tourism development, economic expansion, and poverty reduction in Nicaragua. The results indicate a long-run stable relationship among the three. The causality tests suggest a one-way Granger causal relation between tourism development and economic expansion, and between tourism and poverty reduction, and a bidirectional causal relation between economic expansion and poverty. The nexus of tourism, economic expansion, and poverty reduction is established in the Nicaraguan economy. This result is supported by testing the sensitivity of the Granger causality test under different lag selections along the optimal lag. The empirical evidence …

To Investigate Customer Expectations And Perceptions Of Service In The Restaurant Sector, Mike O'Connor

Other resources

The principal objective of this dissertation is to investigate customer expectations and perceptions of service in the restaurant sector in Ireland. Chapter 1: Serves as an introduction to the dissertation, it outlines the research objectives, the rationale for the research while evaluating customer satisfaction. It also looks at service personnel while measuring the cost of quality and reviewing customer equity considerations. Chapter 2: Acquaints the reader with material from alternative sources, it describes the restaurant environment, identifies the implications and characteristics of service, examines the role of the service quality classification, it states the early approaches to service and looks …

Analysis Of Japanese Hotel Employees' Job Satisfaction And Its Association With Annual Income And Other Socio-Economic Variables, Tadayuki Hara, Dana Tesone

Rosen Faculty Scholarship and Creative Works

Researcher conducted quantitative analyses of Japanese hotel employees' job satisfaction and its association with the other variables such as actual annual salary, desired annual salary, age, gender, highest education, years in the industry, number of jobs switched, size of the hotel etc. While some of the descriptive statistics might indicate that overall mean score of the job satisfaction appears to be improving, the research revealed where the increased variances of satisfaction might have come from. Series of hypotheses testing based on the industry-generated questions were conducted. While there were substantial evidences to support some allegations, relatively huge variances often indicated …

Hospitality Management Educators Vs. The Industry: A Competency Assessment, Michelle Millar, Zhenxing Mao, Patrick Moreo

Hospitality Management

An often-asked question in the hospitality industry is whether graduates of hospitality education programs possess the competencies that the hospitality industry believes students should possess. The purpose of this study is to determine the discrepancies, if any, in the competencies being taught in the classroom for hospitality tourism students versus what lodging and food and beverage professionals believe are the most important competencies to be taught. Semi-structured, personal in-depth interviews were conducted with both educators of, and industry professionals working in, lodging management, and the food and beverage industry. The results of this study, incorporated into a competency domain model, …

The Relationship Of Demographics To Gaming Preferences And Behavior, Michelle Millar, Seyhmus Baloglu

Hospitality Management

The purpose of this exploratory study was to identify any association between the type of game landbased casino visitors played and various demographic and behavior characteristics. Multiple Correspondence Analysis (MCA) was used to identify the association between type of casino game played and respondent characteristics and behaviors. The study revealed that different types of visitors to land-based casinos may be drawn to different types of casino games. Preferences were separated by gender, age, previous visits to gambling destinations, whether the respondents gambled on the Internet, and what type of Internet game they played. The identified associations have the potential to …

An Empirical Inventigation Of Gaming Destination Images: Implications For Branding, Michelle Millar

Hospitality Management

No abstract provided.

Hotel Guests’ Preferences For Green Hotel Attributes, Michelle Millar, Seyhmus Baloglu

Hospitality Management

The primary purpose of this study was to identify a list of green attributes guests would prefer to have in the guest room of a hotel. Using results from a mixture of qualitative and quantitative questions in a survey of attendees of a hotel developer’s conference, a list is presented. The green attributes include such items as recycling bins in the guest room, and energy saving lighting. Some attributes, however, such as refillable soap and shampoo dispensers, were not received favorably. Future environmental challenges the industry will face, along with defining a green hotel, are also presented.

Implementation Of Effective Experiential Learning Environments, Dan Cormany, Andrew Hale Feinstein

Faculty Publications

This paper applies the experiential learning theory of Kolb (1984), the sequential case study learning theory of Knoop (1984), the techniques of effective class role play (Gross Davis, 1993; Pike, 1994) and Rausch's (1999) recommendations for debriefing to a class exercise of graduate Hotel Administration students in teaching the necessity of crisis planning for hotel properties. Starting with the concept of four learning modalities presented by Kolb, we suggest introducing four instructional elements when developing effective experiential learning environments. As judged through qualitative assessment of student participation and the final product produced by the group as a result of its …

Book Review: Six Arguments For A Greener Diet, Cathy Emberton, Holly Gillespie, Meghan Glow, Melanie Burns

Faculty Research & Creative Activity until 2018 (FCS)

No abstract provided.

Book Review: Six Arguments For A Greener Diet, Cathy Emberton, Holly Gillespie, Meghan Glow, Melanie Burns

Faculty Research & Creative Activity

No abstract provided.

An Analysis Of Online Customer Complaints In Multiple Sectors Of The Hotel Industry, Tianshu Zheng, Thomas R. Schrier, Michelle Millar

Hospitality Management

The Internet has become a highly used tool for communication. Through the use of online communities consumers are able to view as well as leave comments regarding their experiences. These comments can either be positive or negative. By examining the customer complaining behavior, the purpose of this study is to identify the differences between negative online complaints against luxury hotels and mid-scale hotels, and to provide managers with some insights to help them respond properly to different online complaints. Using both qualitative and quantitative approaches, online complaints will be analyzed. The findings of this study are expected to help hotel …

Corporate Social Responsibility In The U.S. Travel Industry, Sun-Young Park, Pauline J. Sheldon

Hospitality Management

As the travel industry consists of various sectors, which often depend on environmental and cultural resources, socially responsible business policies, programs and practices are essential to achieve sustainable tourism at the local as well as the global level. nonetheless, it has yet to be known how the industry perceives and practices corporate social responsibility (CSR) activities. Thus, this study aims to better understand the opinions about and engagementin (CSR) by the the U.S. travel industry. Results of a survey conducted to the members of Travel Industry Association of America can provide travel companies with an important reference point about the …

Data Envelopment Analysis For Establishing The Financial Benchmark Of Korean Hotels, Hokey Min, Hyesung Min, Seong Jong Joo, Joungman Kim

Management Faculty Publications

In the wake of catastrophic natural disasters and rising threats of terrorism, the hotel industry has seen a decline in revenue and an increase in competition. To avoid a downward spiral, the hotel industry needs to develop more competitive business strategies in order to make its operations lean and robust. These strategies may include: customer relationship management, yield management, niche marketing and continuous improvement of financial health. The success of these strategies hinges on the ability of hotel managers to assess the financial efficiency of their hotel in comparison to competition. In an effort to help hotel management enhance its …

Dublin Visitor Survey 2008 Report, Sheila Flanagan, John Carty, Gerard Dunne

Reports

This report represents a joint research initiative by the Tourism Research Centre and the School of Hospitality Management and Tourism at the Technological University Dublin with the support of Dublin Tourism. The study has been conducted annually since 1999 and has amassed a wealth of rich data over the years. This report highlights the principal 2008 findings from the annual visitor survey including the characteristics and attitudes of out of state tourists visiting Dublin city. The key objectives of the survey are to improve the quality of urban tourism information within a Dublin city context and to provide those engaged …

Persuasive Design Of Destination Websites: An Analysis Of First Impression, Heejun Kim, Daniel R. Fesenmaier

Publications and Research

This research examines the persuasiveness of destination websites through an investigation of users’ first impression. To achieve this goal, it builds on research by Fogg (2003) and by Kim and Fesenmaier (2007) to assess the effect of the design factors of destination websites on first impression formation. The results of this study indicate that the subjects were able to make quick judgments on tourism websites, and that inspiration and usability were the primary drivers evoking a favorable first impression. This research concludes by discussing the implications of these findings and possible directions for future study.

Service Dimensions Of Service Quality Impacting Customer Satisfaction Of Fine Dining Restaurants In Singapore, Ko King Lily Harr

UNLV Theses, Dissertations, Professional Papers, and Capstones

This paper is an exploratory study of customer satisfaction of fine dining restaurants in Singapore. Since there is a causal relationship between customer satisfaction and service quality and services literature and studies have shown that service quality is an antecedent of customer satisfaction, this paper seeks to find out the service dimensions of service quality, which lead to higher levels of customer satisfaction. This study suggested that the service dimensions of assurance, empathy and tangibles are the most important to customers’ evaluation of service quality, and thus, may have a positive influence customer satisfaction. The service aspects of each of …

Online Leisure Hotel Selection Criteria And Booking Behavior Of Young Middle-Income Singaporeans, Kin Wai Lee

UNLV Theses, Dissertations, Professional Papers, and Capstones

The Internet has changed the face of purchasing and customer behaviour over the last decade or so. Traditional concepts of marketing must be reviewed and businesses must be ready to fully embrace the online marketplace. The hotel industry is no different and evidently, has much to gain from this new medium with online sales figures climbing annually (Carroll & Sileo, 2007; PhoCusWright, 2006).

Studies have shown that more and more consumers are moving towards the Internet to find their products and services and ultimately making the purchase online (Starkov & Price, 2003). Singaporeans make for interesting subjects in this area, …

Management Challenges Of A Culturally Diverse Workforce In The Irish Hotel Sector: An Investigative Study Of Four And Five Star Hotels In Cork, Amy Jordan

Theses

In recent years Ireland has changed from a nation of emigration to one of immigration, facilitated by the Irish Celtic Tiger, the globalisation of labour markets and the erosion of labour restrictions across frontiers. Thus there is increased employee diversity in the Irish work environment, with many different races, cultures, norms, values and religions now in evidence in the Irish workforce. These changes have a significant effect on managers as the Irish workplace becomes increasingly culturally heterogeneous, and forms the basis for change in management practice.

Primary research was undertaken in the form of six interviews with hotel managers to …

Top Management's Perceptions Of Service Excellence And Hospitality: The Case Of Dr. P. Phillips Hospital, Taryn Aiello

Electronic Theses and Dissertations

This study investigated service excellence and hospitality in a healthcare setting. It is unique from other hospitality research in that it considers hospitality and service excellence as separate concepts, applicable across industries. Part of the premise of this study explores how hospitality extends past service excellence to create a comfortable and welcoming environment to combat patient anxiety and stress. Furthermore, this is one of the first qualitative studies on the importance of service excellence and hospitality in the healthcare industry. This case study measured top management's perceptions of service excellence and hospitality within one community-based hospital located in Orlando, Florida. …

Understanding The Heat - Mentoring: A Model For Nurturing Culinary Talent, Máirtín Mac Con Iomaire

Articles

Should time be invested in nurturing the next generation of Culinarians in order to improve the profession? Is fear and intimidation acceptable in a professional kitchen? Can we identify the reasons behind the high levels of staff turnover? In this paper I hope to address these questions, and to discuss mentoring as a model for nurturing culinary talent.