Hospitality Administration and Management Commons^™

Loyalty To Relationships: Examination Of Affluent Casino Guest Retention In Las Vegas, Adrian Y. Low

UNLV Theses, Dissertations, Professional Papers, and Capstones

This paper analyzes the challenges faced by Las Vegas, Nevada casinos when catering to their affluent guests. As part of the literature review, the paper will examine the various retention efforts taken by luxury products and service providers, along with luxury hotels and hotel casinos in Las Vegas. Personal communications with casino hotel executives provides a real-world comparison of the effectiveness and limitations of various techniques discussed in the literature review.

Leadership Assessment: A Tool For Developing Future Hospitality Leaders, Sam Carlton

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this paper is to identify and confirm important key leadership behaviors and characteristics of successful hotel and hospitality leaders with the intentions of validating key leadership theories and making suggestions for future hotel and hospitality leaders. Two very relevant theories of leadership are explored- Transactional and Transformational. The traits and behaviors contained within the theories are identified and subsequently mapped against past and present hospitality industry leaders. As a result, the paper identifies the critical few traits and behaviors necessary for future leaders to be successful. Finally, a tool has been developed to be used to identify …

The Role Of Cultural And Change During Mergers And Acquisitions: Bringing The Pride Back, Geoffrey W. Denight Jr

UNLV Theses, Dissertations, Professional Papers, and Capstones

In 1998 a small family run casino operation was acquired by a large Las Vegas Casino Corporation. At the time the two companies had different cultures and there was an immediate clash between the two as the larger corporation sought to change the ways business was being conducted. Compounded by out side economic factors the business experienced a dramatic decline in revenue and employee morale. In this case study, the personalities and outside factors that had an impact on this acquisition will be revealed and the steps taken to change and manage the culture of the company, improve morale and …

A World Ranking Of The Top 100 Hospitality And Tourism Programs, Denver E. Severt, Dana V. Tesone, Tim Bottorff, Monica L. Carpenter

Rosen Faculty Scholarship and Creative Works

The article provides an analysis of scholarly contributions to 11 hospitality and tourism refereed journals for the years 2002 to 2006. It presents the top 100 programs as ranked by instances of publications across 11 journals for a recent 5-year period. For the 5-year period, results indicate The Hong Kong Polytechnic University in the top position based on sums of instances, authors, and articles. Second, the researchers updated, modified, and extended a previous study published by the Journal of Hospitality & Tourism Research for similar information for the years 1992 to 2001. Following the update, an additional 15-year aggregate snapshot …

The Luxury Casino Hotel Dynamic Price Strategy Practices For The Fit Customer Segment, Lei Chen

UNLV Theses, Dissertations, Professional Papers, and Capstones

This research paper compares room rate luxury casino hotel pricing pattern between the periods of 4/1/2009 to 6/30/2009). A good price strategy can help a hotel optimize both price and demand. The price strategy is also the only way a hotel can offset its demand in advance. Price strategy experienced several revolutions after the hotel industry adopted the Revenue management (RM) price strategy from the airline industry, which has changed it profoundly in the past decades. The RM price strategy is, more than ever before, a fundamental influence on RM practice. This is not only because of its financial point …

A Comparison Of Gambling Motivation Factors Between Chinese And Western Casino Players, Lu Ye

UNLV Theses, Dissertations, Professional Papers, and Capstones

This paper explored literature on gambling motivation of Western and Chinese casino players to find out the similarities and differences of their motivation factors. Study found that they are motivated in similar ways by the desire to win, social and early memories. However, the Chinese gamblers exhibit severer cognitive errors, stronger risk-taking tendency and higher level of stress and depression, which explained the common findings of literature that Chinese have higher gambling and problem gambling rates than other ethnic groups. The findings would benefit casino operators in making marketing strategy at the Chinese players as well as problem gambling treatment …

Customer Satisfaction Index Of Singapore: First Three Quarters Executive Summary 2009, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Customer Satisfaction Index of Singapore (CSISG) is now in its third year, the results of the first three quarters of CSIS G 2009 were obtained from survey data gathered between April and August 2009. The six sectors measured were: Retail, Food and beverage, Info-communications, Education, Transportation and logistics, Tourism, hotels and accommodation services.

Premier, Stuart H. Mann, Robyn Campbell-Ouchida, April Seelig, Robyn Hadden, Gael D. Hancock, Mj Maynard, Dina Zemke, Joe Micatrotto, Gaylene Levesque

Premier: The Magazine of the UNLV Harrah Hotel College

No abstract provided.

The Ged And Alternative Learning Center Diploma As A Factor In Post-Secondary Persistence And Success, Michael C. Autenrieth

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this paper will be to analyze how graduates of alternative learning high schools and GED certificate holders compare to traditional high school diploma recipients in terms of academic success at post-secondary institutions. A review of the existing literature and statistical analysis of entering students at a private career college will provide both a historical perspective and illustrate pertinent facts surrounding this issue. Analysis of the available information will provide the foundation for future planning and initiatives designed to improve the process or mitigate any identified inequities.

Management And Disaster, Eugene Soraghan

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this paper is to determine the effect management has on disaster response and recovery. Specifically, the investigation will determine what management model or methodology seems to produce the greatest effect when preparing for, reacting to, and recovering from a disaster. Any firm with a managerial hierarchy utilizes some methodology or model to organize and oversee its personnel and operations, even if this model may not be consciously recognized by the organization, escape a direct association with a theory, or lack a proper name. While these models may prove effective at internal regulation and profit realization, they consistently …

Applying The Service Profit Chain To The Gaming Industry, Emphasizing On Table Games Dealers, In Las Vegas, David Lee

UNLV Theses, Dissertations, Professional Papers, and Capstones

Gaming has been a significant part of the tourism industry in Las Vegas. Most gamblers come to Las Vegas hoping to win big, but are often disappointed. So what keeps people coming back time and again to contribute to Las Vegas’ economy? The casinos and the gaming industry believe that the unique and individual service guests experience at their establishment is the primary reason why guests return. For example, at Harrah's employees are upbeat and positive in an effort to keep customers returning; at the Venetian the core value instilled in each and every employee is to provide un-matched guest …

An Analysis Of The Motivators And Inhibitors Affecting Association Meeting Attendance For Generation X And Baby Boomers, Jill Fjelstul, Kimberly Severt, Deborah Breiter

Rosen Faculty Scholarship and Creative Works

The objective of the study was to compare the similarities and differences between the inhibitors and motivators of Generation X and Baby Boomers in regard to conference attendance. Specifically, conference attendance motivators and inhibitors were explored and reported. The results will be useful to association managers and conference planners as they design programs for their members to best meet their professional needs.

A Case Study To Examine The Application Of Food Cost Theories In Menu Pricing And Cost Control Management Within A New Restaurant Operation, Mark W. Barnard

UNLV Theses, Dissertations, Professional Papers, and Capstones

Cost accounting principles regarding identification and allocation of direct raw material costs are widely endorsed as "best practices" for profit maximization throughout the food service industry. From its potential role in establishing menu prices to the need for constant monitoring in operations, food cost control is emphasized as a primary responsibility in managing back-ofthe- house operations (Berberoglu, 1993; Dopson, 2008). Investigation of this topic has indicated that a large number of operators are satisfied that their operations are supported by quality cost control procedures. Inquiry as to specific components of any reliable cost control system often reveals inadequacies that preclude …

Travelocity And The Opaque Booking Model: New Ways To Stimulate Incremental Revenue, Greg Kinchen

UNLV Theses, Dissertations, Professional Papers, and Capstones

In today economy the declining hotel occupancies are motivating hotels to push deeply discounted rates through online travel agency opaque booking models. Online travel sites like Priceline and Hotwire have benefited from the opaque booking model even though overall travel and the economy is down.

Digital/Social Media As An Audience Marketing Tool To Promote Corporate Events, Corie Rand

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this professional paper, a case study, is to determine the benefits of using digital/social media as an additional audience-marketing tool in promoting and increasing registration for business-to-business (B2B) corporate in-person events. This case study researches the state of the B2B publishing/media industry, and the media company, Reed Business Information (RBI) is the focus of this study. This paper will address RBI's business need to invest in additional revenue streams, and the potential of applying researched marketing tools that could help to promote and drive registration for events. The impact of applying digital/social media, as a marketing tool, …

Americans Abroad: International Hospitality Careers, Julienne Chranowski

UNLV Theses, Dissertations, Professional Papers, and Capstones

This is an exploratory research paper reviewing international tourism and hospitality careers with a focus on Abu Dhabi, the capitol of the United Arab Emirates. The paper reviews the cultural aspects of business life in the country and gives Americans the necessary steps to finding a career in this foreign land

Introducing Pr Strategies Into Chinese Exhibition Planning Services, Fei Xia

UNLV Theses, Dissertations, Professional Papers, and Capstones

This professional paper focuses on case studies from three Chinese companies’ exhibition experiences. This paper will use the case studies to investigate clients’ perspectives on the planning deficiencies of Chinese exhibition companies or professional associations. Finally, this paper will propose a relatively executable guide that includes an advanced U.S. planning process for Chinese exhibition companies.

How Color Affects Food Choices, Costa Magoulas

UNLV Theses, Dissertations, Professional Papers, and Capstones

Color has a very strong influence in the hospitality industry. How much thought has been given to food choices because of color, and how influential is that on customers’ satisfaction of a food product? Staff that prepares food must understand how color and taste work together through presentation and eye appeal to create the WOW factor since customers eat with their eyes first. People associate different foods with different colors. When this perception changes it often has a detrimental effect on the customer’s perception of how that food should taste. Scientific information was gathered on the history of food, the …

Exploring The Impact Of Economic Downturn And Method To Increase Hotel Sales Department Revenues, Amy Forss

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this paper is to evaluate how hotel sales are affected by the weak economy and determine a business plan for hotel sales departments to survive through the current economic downturn. The goal is to suggest ways that the sales department can increase revenues and survive through the downturn to come out ahead of the competition. Suggestions will be provided to, in particular, the sales departments of hotels to continue to increase revenues despite travel being down in the United States and internationally. In doing so, it will be important to discuss how down economies have an impact …

Social Cost Of Gambling, Douglas Walker

UNLV Gaming Podcasts

At the 14th International Conference on Gambling and Risk-Taking, Dr. Schwartz interviews Dr. Walker, getting his perspective on the applicability of "social cost of gambling" studies, casinos and crime, his latest book, and more.

Targeting And Positioning Hotel Atlet Century Park In Serving Two Distinct Markets: Commercial And Social, Grace Widiarti

UNLV Theses, Dissertations, Professional Papers, and Capstones

Hotel Atlet Century Park (HACP) is a government owned hotel located in the sports district in central Jakarta, Indonesia. The hotel was opened in November 1991 and is operated by PT. Lingga Hamparan Krida (PT. LHK), a private company. The hotel occupies 1.7 hectares of land and was formerly a dormitory for Indonesian athletes. With 17 stories and 600 rooms, it was indeed a large dormitory. When the government encountered difficulties in managing such a large dormitory, PT. LHK approached the government to discuss the possibility of converting the dormitory into a three-star hotel. The decision of PT. LHK to …

A Comparison Of Hospitality Human Resources Practices In Greece And The United States: An Analysis Of Human Resources Practices And The Potential Effects On Service Quality, John Philippakos

UNLV Theses, Dissertations, Professional Papers, and Capstones

Proper approaches to managing an organization’s human resources are becoming more and more scientific. Most human resource managers would agree that the selection, training, and management of personnel are vital factors in the productivity of the operation. Although this statement has been proven repeatedly, in many industries, it is in the hospitality industry that we understand the true importance of human resource management.

The Financial Performance Of Two Singapore Boutique Hotels: A Comparative Analysis, Kah Seng Fong

UNLV Theses, Dissertations, Professional Papers, and Capstones

During the decades when business and international travel expanded, the leading hotels began to set typical formats for their room layouts and décor, their restaurants, and their related services. For example, everyone recognizes that successive corporate decision-makers in hotels like Starwood, Hyatt, and Marriott converted their individual properties so each looked and acted like the others. Part of the motivation toward standardization was intended to comfort the traveler who then could depend on the expected quality no matter where the hotel was located.

Nation Branding: A Case Study Of Singapore, F. Woo Yee

UNLV Theses, Dissertations, Professional Papers, and Capstones

Nation branding, or country branding is a relatively new concept. The purpose of this paper is to develop a case study of Singapore as a nation brand. It will first review the conceptual foundation of nation branding and study nation branding application. This study will use the case study approach to gain insight into nation branding concept and inspect Singapore as a nation within the parameters of nation branding. The specific objectives of this paper are to first review the conceptual and theoretical foundation of nation branding by leading researchers in the marketing field; second, to examine and define nation …

High Tech Vs. High Touch In Resort Operations: How Do Customers Adopt Self-Service Technology?, Haemoon Oh, Miyoung Jeong

Caesars Hospitality Research Center Grant

Lodging and resort companies are motivated to adopt SST primarily to enhance customer service, achieve operational efficiency by cutting costs, differentiate from competitors by early adoption, and generate additional revenue. In the center of managerial concerns about SST-based customer service is the unproven widespread belief that SST will satisfy customers by shortening service lines, promoting customers’ independence, enhancing order accuracies, and allowing control over the service process. In balance, however, we must consider, from the customer’s perspective, potential threats of blindly adopting SST such as the customer’s indifference, skepticism, and discomfort, especially in favor of human-based customer service. The goal …

Leadership Skills And Challenges In Hospitality Management Education, Valentini Kalargyrou

UNLV Theses, Dissertations, Professional Papers, and Capstones

Leaders in hospitality management education face diverse challenges in today's competitive and changing environment. Evolving demands from superiors, financial challenges, and faculty and students increasing demands, create a turbulent environment in which administrators must thrive. One of the keys in being effective leaders is the application of the necessary leadership skills.

The Relationship Between Benefit Satisfaction And Intent To Leave: A Study Of Finance Departments In Las Vegas, Jung-In Bae

UNLV Theses, Dissertations, Professional Papers, and Capstones

This study was conducted to examine the relationship between benefit satisfaction and intent to leave among employees who work in finance departments in Las Vegas hotels.

Employee benefits have generally been assumed to be an effective way to attract and retain employees; in fact, 70% of 45 U.S. companies include the benefit packages in their retention strategies. That idea that competitive benefits packages can help firms to win the retention war is widely accepted.

The results of the study indicate that benefit satisfaction was significantly related to intent to leave; those who were satisfied with benefits were less likely to …

A Choice Model Approach To Business And Leisure Traveler's Preferences For Green Hotel Attributes, Michelle Millar

UNLV Theses, Dissertations, Professional Papers, and Capstones

There has been an increase in environmental concern by travelers in the United States (U. S.). As a result, hospitality companies are taking note and have begun to incorporate environmentally friendly or green practices into their operations. What remains relatively unclear, though, is if the increase in environmental consciousness has translated into a demand for environmentally friendly tourism products, such as hotels. There are a few studies related to the demand for environmentally friendly hotel attributes, but none of them have looked at a bundle of environmentally friendly attributes and how customers would react to a hotel room incorporating not …

The Relationship Between Destination Personality, Self-Congruity, And Behavioral Intentions, Ahmet Usakli

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this research was to investigate the perceived destination personality of Las Vegas and to examine the relationships among destination personality, self-congruity, and tourist's behavioral intentions. A convenience sample of 382 visitors to Las Vegas was surveyed and 368 usable questionnaires were analyzed. The findings of the study indicate that tourists ascribe personality characteristics to destinations and perceived destination personality of Las Vegas is five dimensional: vibrancy, sophistication, competence, contemporary, and sincerity. These dimensions have a positive influence on intention to return and intention to recommend. The study also supports the self-congruity theory within the context of tourism …

Comparing Lodging Reits Using Dupont Analysis: Evaluating Shareholder Equity, John Richard Kane Pellika

UNLV Theses, Dissertations, Professional Papers, and Capstones

This research paper compares lodging REITs using DuPont analysis. The study examined United States publicly traded lodging REITs’ balance sheets, income statements, and cash flow statements between the quarterly periods of 12/31/1997 to 12/31/2005. Lodging REITs have to adhere to the REIT status guidelines, 90 percent of their taxable income must be distributed as dividends to shareholders and at least 75 percent of their income must come from real estate. Lodging REITs do not have government requirements on how a firm must efficiently manage its operations through financial leverage. The results indicate that there is a disparity between individual lodging …