Showing papers in "Cornell Hotel and Restaurant Administration Quarterly in 1991"
TL;DR: In the early 1970s, the Norfolk, Virginia, Visitors Bureau as discussed by the authors was trying to attract people taking "mini-vacations" (weekend trips) to visit the city.
Abstract: The Norfolk, Virginia, Visitors Bureau wanted to attract people taking “mini-vacations”—weekend trips. To begin, the bureau had to find out what these travelers found attractive in Norfolk
122 citations
TL;DR: Employee empowerment is an all-inclusive management philosophy that gives line employees the express authority to make decisions on the spot to resolve guest problems and complaints as discussed by the authors, and it is defined as:
Abstract: Employee empowerment is an all-inclusive management philosophy that gives line employees the express authority to make decisions on the spot to resolve guest problems and complaints. Empowerment st...
119 citations
TL;DR: Hospitality educators must revamp their curricula to meet more closely the updated needs of the industry, or risk losing students to general business programs as mentioned in this paper. But, as stated in
Abstract: Hospitality educators must revamp their curricula to meet more closely the updated needs of the industry—or risk losing students to general business programs
107 citations
TL;DR: Some destinations have gained a negative image in the minds of travelers as discussed by the authors, and some marketing methods for offsetting a bad image can be found in the literature, whether the reputation is deserved or not.
Abstract: Some destinations have gained a negative image in the minds of travelers. Here are some marketing methods for offsetting a bad image—whether the reputation is deserved or not
85 citations
TL;DR: In this paper, restaurants that hope to benefit from this trend must realize that the restaurant's environment, services, and service delivery should conform to customers' expectations according to their expectations.
Abstract: Today, people are dining out more often than at any time in the past. Restaurants that hope to benefit from this trend must realize that the restaurant's environment, services, and service delivery should conform to customers' expectations
69 citations
TL;DR: Even though they are expensive to maintain and promote, and relatively few guests actually use them, the authors suggests that frequent-guest programs are destined to linger on unless all lodging chains were to drop such programs at the same time.
Abstract: Even though they're expensive to maintain and promote, and relatively few guests actually use them, this study suggests that frequent-guest programs are destined to linger on unless all lodging chains were to drop such programs at the same time
46 citations
TL;DR: Although British hotel managers are more interested in college graduates' skills in such regulated areas as sanitation than are American managers, both have a strong interest in what Ellsworth Statler called "pleasant people".
Abstract: Although British hotel managers are more interested in college graduates' skills in such regulated areas as sanitation than are American managers, both have a strong interest in what Ellsworth Statler called “pleasant people”
38 citations
TL;DR: In this article, a critical element in the success of any restaurant is to make the most efficient use of the operation's capacity, and how to make your service-delivery system function effectively.
Abstract: A critical element in the success of any restaurant is to make the most efficient use of the operation's capacity. Here's how to make your service-delivery system function effectively
37 citations
TL;DR: In this paper, the authors propose a service strategy for hotel rooms, identifying the markets to be served, identifying what it is customers want and what they expect, and choosing the optimal mix and level of service for those markets.
Abstract: Most hoteliers will answer "service" when asked what makes them better than their competition. But focusing on service is not the same as focusing on the customer. Service must be defined relative to the customers' needs, and the price of a room must reflect the guests' expectations regarding the desired level of service. Most customers are unwilling to pay for amenities they don't want and will avoid those properties where high rates aren't clearly related to value. To develop a service strategy, first identify the markets to be served, identify what it is your customers want and what they expect, and choose the optimal mix and level of service for those markets. Next, evaluate your current service performance and make any adjustments that ensure you're offering the right service at the right price. Finally, make it easy for your guests to give you feedback.
36 citations
27 citations
TL;DR: Most hotel chains have dabbled with frequent-guest programs patterned after airline frequent-flier plans as mentioned in this paper, however, the hotels' results have been mixed, at best.
Abstract: Most hotel chains have dabbled with frequent-guest programs patterned after airline frequent-flier plans. Unlike the airlines, however, the hotels' results have been mixed, at best
TL;DR: In this article, the authors examined the evoked sets of frequent business travelers and the relative impact of advertising and prior stay on the relative performance of hotel-brand evoked set.
Abstract: One of the challenges faced by hotel-marketing people is creating within their markets an immediate awareness of their brand—that is, they want their properties included in a traveler's “evoked set” of lodging choices. This article examines the evoked sets of frequent business travelers and the relative impact of advertising and prior stay
TL;DR: In this paper, the authors ask 18 top hotel executives for their views on the current and future situation of the industry, and they might expect to get 18 different perspectives, based on interviews conducted with them.
Abstract: If you ask 18 top hotel executives for their views on the current and future situation of the industry, you might expect to get 18 different perspectives. This article, based on interviews conducte...
TL;DR: In this paper, the authors make use of the mountain of data that hotel guests leave behind to remember every guest's preferences through guest histories, but few hotels are making use of this data.
Abstract: Advances in technology now allow hotel operators to “remember” every guest's preferences through guest histories. However, few hotels are making use of the mountain of data that hotel guests leave behind
TL;DR: Variance analysis gives managers a sharper focus for identifying the financial consequences of strategic decisions as discussed by the authors, and one hotel used variance analysis to evaluate the results of its expansion and pricing strategies and found that variance analysis can help managers identify the risks of their strategic decisions.
Abstract: Variance analysis gives managers a sharper focus for identifying the financial consequences of strategic decisions. Here's how one hotel used variance analysis to evaluate the results of its expansion and pricing strategies
TL;DR: The hotel industry, while perceived to be inflation proof because of its ability to raise room rates, really is quite vulnerable to inflation as mentioned in this paper, and traditional pricing techniques and strategies used to set new rates may critically damage profitability.
Abstract: The hotel industry, while perceived to be inflation proof because of its ability to raise room rates, really is quite vulnerable to inflation. In today's economy, the traditional pricing techniques and strategies used to set new rates may critically damage profitability
TL;DR: A study of Iowa restaurants found that sales levels and waitstaff wages were both lower in rural restaurants than in urban operations as discussed by the authors, and that state and federal regulations were most influential in setting tipping policies.
Abstract: If Iowa's restaurants are any indication, the service charge is going nowhere and tips will still be expected in most restaurants. But accounting for tips is immensely complex, due to federal regulations. This study of Iowa restaurants found that sales levels and waitstaff wages were both lower in rural restaurants than in urban operations. In both kinds of places, however, state and federal regulations were most influential in setting tipping policies. Some 29 percent of the restaurants surveyed reported adding an automatic service charge to customers' bills, and most of those were restaurants with high volumes located in urban counties. Most of the service charges applied to banquets or group business. Just 3 percent of the restaurants added a service charge to casual parties of any size.
TL;DR: In this paper, a low-maintenance design and room rates posted on street-side signs have resulted in 98 percent occupancy in a market crowded by three other budget-chain brands.
Abstract: Attractive yet simple construction, a low-maintenance design, and room rates that are posted on street-side signs have resulted in 98-percent occupancy in a market crowded by three other budget-chain brands.
TL;DR: Emphasis on personal development, individual abilities, and achieving goals creates sharper employees, better managers, and superior guest service as mentioned in this paper, and this emphasis can help to create sharper employees and better managers.
Abstract: Emphasis on personal development, individual abilities, and achieving goals creates sharper employees, better managers, and superior guest service
TL;DR: In this article, the authors explore the complexities of attracting the incentive-travel market, using Singapore as an example of a potential destination, and explore how to attract first time incentive customers.
Abstract: Using Singapore as an example of a potential destination, the authors explore the complexities of attracting the incentive-travel market. Selling travel packages to corporations that in turn use them to reward or inspire employees is extremely lucrative when properly donemore profitable than meetings business, for example. Providing a desirable destination, being creative, and offering unique programs are the keys to attracting first time incentive customers; delivering what you promise, flawless service, well-trained employees, and follow-up calls are the keys to ensuring repeat business. Pick a market segment and concentrate in that area; don't try to serve a variety of markets or you'll dilute your ability to do well. Government agencies can help in promoting the destination and easing restrictive regulations that may interfere with program ideas.
TL;DR: In recent years, resorts have had to respond to substantial structural and demographic changes. Among them: an increase in the number of chain-affiliated resorts, outdated consumer attitudes, and consumers' desire for diverse, family-related activities as discussed by the authors.
Abstract: In recent years, resorts have had to respond to substantial structural and demographic changes. Among them: an increase in the number of chain-affiliated resorts, outdated consumer attitudes, and consumers' desire for diverse, family-related activities. As a result, resorts must both encourage repeat business and seek new markets. Some resorts have sought business from nearby residents, while others have courted meeting planners and stretched their operations into off seasons. Most resorts sponsor special events and offer travel packages, and nearly all resorts have added children's activities.
TL;DR: In this paper, a simple study reveals significant differences between students' perceptions of the industry's training programs and what's actually out there, which may lead to job dissatisfaction, discontented new managers, and unnecessary turnover.
Abstract: This simple study reveals significant differences between students' perceptions of the industry's training programs and what's actually out there. Such misunderstandings may lead to job dissatisfaction, discontented new managers, and unnecessary turnover
TL;DR: This response to an article in last year's "Educators' Forum" about master's-level hospitality education supports the concept of competency areas, but disagrees with the idea of functional competencies.
Abstract: This response to an article in last year's “Educators' Forum” about master's-level hospitality education supports the concept of competency areas, but disagrees with the idea of functional competencies
TL;DR: In this article, the authors show that managers may not realize exactly how much (or how little) contact actually occurs during the course of a dining experience between servers and customers, but they do recognize that it is an important element of the dining experience.
Abstract: Contact between servers and customers is an important element of the dining experience, but managers may not realize exactly how much (or how little) contact actually occurs during the course of a ...
TL;DR: In this article, the authors point out the lack of serious scholarship regarding the development of the hotel and restaurant industries in this century, and present a history of the hospitality industry in the US.
Abstract: This historiography of the hospitality industry points out the lack of serious scholarship regarding the development of the hotel and restaurant industries in this century
TL;DR: The renovation of San Francisco's Sheraton Palace to its original, grand stature would not have been possible without an extraordinary focus on restoring the architectural details of this famous landmark as mentioned in this paper.
Abstract: The renovation of San Francisco's Sheraton Palace to its original, grand stature would not have been possible without an extraordinary focus on restoring the architectural details of this famous landmark
TL;DR: In this paper, a look at how some middle managers overcame their communication problems is presented, where the authors show how effective communication at all levels is a vital element of a smoothly running organization.
Abstract: Effective communication at all levels is a vital element of a smoothly running organization. Here is a look at how some middle managers overcame their communication problems
TL;DR: In this article, a course is designed around a business-group experience, whereby student-conceived and student-managed companies practice management principles by actually producing goods or services for a real market.
Abstract: Here's one way to incorporate experiential learning into a freshman-level course. The course is designed around a business-group experience, whereby student-conceived and student-managed companies practice management principles by actually producing goods or services for a real market
TL;DR: The Boca Raton resort and club as discussed by the authors used a relatively simple computer network to control budgets, forecasts, and labor schedules, which enabled the resort to improve its quality assurance while cutting labor costs.
Abstract: Forecasting business volume and efficient labor scheduling are crucial to maintaining quality in an operation. Using a relatively simple computer network, the Boca Raton Resort and Club has been able to control budgets, forecasts, and labor schedules. For a computer application to be effective, an operation must first have a systematic approach in which various functions are tied together and reflect expected business conditions. Such an approach means, for instance, setting labor standards that are entered into the computer and used in conjunction with forecasted guest activity to establish schedules. Through the computer network, business forecasting, personnel scheduling, time accounting, and variance reporting are all linked. In two years of operation, the Boca Raton system has enabled the resort to improve its quality assurance while cutting labor costs.