Hospitality Administration and Management Commons^™

Developing A Dining Customer Satisfaction Measurement And Response Tool, Mike Distefano

UNLV Theses, Dissertations, Professional Papers, and Capstones

There are many customers and guests who depart a hotel or its dining and entertainment facilities with a "bad taste" in their mouths due to customer service situations that either went wrong completely, or simply did not meet those particular guests' expectations. This frequently results in the seeking by guests of better service experiences by going to the competition, which ultimately represents lost or foregone revenue. These are situations from which management could have actually benefited. It is merely a matter of construing them as opportunities to consummate long-term customer relationships. This misconception is often due to ignorance or oversight …

Hotel Energy Use Contributes To Global Warming, Christine Faja

UNLV Theses, Dissertations, Professional Papers, and Capstones

Before learning about the consequences of global warming and the efforts hotels are making to reverse the effects, it is important to get a better understanding of what exactly is the phenomenon that scientists call global warming. According to the EPA (2006), the earth’s climate has changed several times since the beginning of Earth’s existence. The earth is hotter than ever. NASA has reported that the earth’s average surface temperature has risen from 1.2 degrees to 1.4 degrees Fahrenheit since 1900. They also found that the warmest years have occurred within the last 15 years, with 1998 and 2005 being …

Wifi Availability And Accessibility As Stated On Hotel Websites, Michelle Millar, Thomas R. Schrier, Eun Kyoo Kim

Hospitality Management

Competition among hotels is increasing. As such, hotels are constantly looking for ways to increase both their competitive advantage and guest satisfaction. Hotels have discovered ways to do this through the use of technologies such as wireless networks. Wireless networks have the potential to provide guests with additional amenities as well as allow for greater productivity among staff members. This can both increase a hotel’s competitive advantage, and satisfy guest expectations. The purpose of this exploratory study, therefore, is to determine if hotels are taking advantage of this opportunity by promoting wireless internet availability via their property’s website and using …

Developing Hawaii Tourism Dashboard, Sun-Young Park, Walter Jamieson

Hospitality Management

No Abstract Available.

Evaluating Short-Term Tourism Economic Effects In Confined Economies: Conceptual And Empirical Considerations, Robertico Croes, Denver E. Severt

Rosen Faculty Scholarship and Creative Works

Given the necessary involvement of government with the tourism product, accountability for government's expenditures of tax dollars is of increasing importance. This paper discusses the literature for three types of analyses that governments can use to ascertain the effectiveness of their spending of tax dollars to promote a tourism destination. The shortcomings and benefits for each method are discussed. Conclusions based on the type of method chosen require that the user understand the specific context, time horizon and their need for the study. For the case study presented in this paper, the context of a confined area, the time horizon …

City Break Motivation: The Case Of Dublin, A Successful National Capital, Gerard Dunne, Sheila Flanagan, Joan Buckley

Articles

This paper investigates why people take city break trips. The main objective of the study was to reveal the underlying push and pull motivational factors associated with taking a city break holiday to Dublin. In-depth interviews with 40 city break visitors uncovered six push factors and eight pull factors. The main push motives involved were, ‘escape,’ ‘socialising,’ and ‘self esteem (gift giving).’ City breaks were generally viewed as active or ‘doing’ holidays, with the ‘relaxation’ motive hardly featuring at all as a reason to visit. Pull factors were found to be particularly important in terms of the travel decision. Factors …

The Experience Of A Lifestyle, Brian Lonsway

School of Architecture - All Scholarship

This essay traces the evolution of themed environment design from theme parks to a series of new architectural types – Urban Entertainment Destinations, Lifestyle Enhancement Centers, and Lifestyle Villages – as a chronicle of spatial mediation from urban décor to urban design technique. Culled partly through semiotic deconstruction and partly through ethnographic investigation, this history examines the environmental design techniques employed in these spaces in order to better understand the relationship of design practice to the cultural practices of work and leisure.

From spatialized branding strategies to the neo-urbanist configurations of location-based entertainment, leisure/entertainment ventures use these narratively motivated techniques …

Alternative Literature And Tourist Experience: Travel And Tourist Weblogs, Betsy A. Pudliner

Faculty Research & Creative Activity until 2018 (FCS)

The paper explores and initiates the examination and discussion of the cultural andpromotional power of weblogs and blogging. Travel blogging is a form of digitalstory-telling. In the past tourism was considered a luxury of a few select people.Travel narratives were published and publicised in the form of brochures, monologues, newspaper accounts, novellas, novels, sketches and paintings. As the worldevolved and travel became available to greater groups in society, these writtenstaples captivated and inspired generations. The later part of the 20th century hasear marked the coming of age of Internet technology and traditional forms oftourist communication are being transformed into a …

Overtime Exemptions: The Impact Of The Department Of Labor’S New Regulations On The Quickservice Restaurant Industry, W. Werner, Andrew H. Feinstein, C. E. Hardigree

Office of the Provost Scholarship

On April 20, 2004, the U.S. Department of Labor released its final revised regulations governing the so-called “white collar” exemptions from overtime pay requirements under the Fair Labor Standards Act. The revised regulations, which became effective August 23, 2004, contain several significant changes to the qualifications for executive and managerial exemptions that are likely to be particularly important to the Quickservice Restaurant (QSR) industry. This paper reviews the regulatory changes and assesses the actual and potential impact of the new regulations on the QSR industry, and concludes with recommendations to avoid the increasing legal risk of claims by salaried managers …

Internet Recruiting In The Cruise Industry, Michelle Millar

Hospitality Management

The cruise line industry is expanding rapidly. Recruitment within the industry will be an endless task and the cruise lines will need to explore every avenue possible to recruit new employees for each new contracted ship. The purpose of this study, therefore, is to examine the website of each major cruise line to determine if they are utilizing their website to recruit employees. In total, 33 attributes relating to e-recruiting method, function, content, and job search tools, were analyzed. The results of the content analysis revealed that, although the cruise lines are using e-recruiting methods, they are not using the …

The Use Of Adventure Travel In The Meeting Planning Industry, Michelle Millar

Hospitality Management

This study investigates the types of adventure travel activities, ecotourism, soft-adventure, or hard-adventure activities, that meeting planners have used, and if the type of activity used varies by meeting planner type. Surveys were completed by one hundred and eighteen purposefully selected meeting planners. The sample included corporate, association, independent, incentive and other meeting planners from the United States and Canada. Overall, independent planners utilized the most activities across all three adventure travel categories, followed by incentive travel planners. Corporate, association, and other meeting planners did not seem interested in using adventurous activities at meetings.

Ecotourism In Latin America: Four Types Of Birding Tours, Gregory E. Osland

Scholarship and Professional Work - Business

No abstract available

Inside The World Of Celebrity Chefs, Exhibit Brochure, Deb Ebster, Tanya Jo Ormseth

Rosen Library Exhibits

No abstract provided.

Proposing An Alternative Framework For Feasibility Studies For Large Public Tourism Investments: A Quantitative Analysis Of The, Marcelinio Kock

Electronic Theses and Dissertations

Numerous studies in the hospitality field have focused on the importance of the convention industry to the economic well being of the local tourism industry. Because of intense competition between convention centers, destinations are practicing strategies of expanding their convention facilities and related infrastructure. Unfortunately, many of these expansions appear to have been based on feasibility studies that failed to present rigorous reviews and examinations regarding alleged claims of positive impacts and over-optimistic operational pro-forma statements. The main objective of this study is to propose an alternative framework for feasibility studies, which consists of an updated, rigorous methodology to calculate …

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 …

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.

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

Inside UNLV

No abstract provided.

Cooking For Kids!, Krystal Fullilove

Renée Crown University Honors Thesis 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 …

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

Inside UNLV

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.

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.

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 …

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 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 …

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, …