Student Achievement of Experiential Learning Objectives

Experiential learning is an important component of undergraduate hospitality programs, but most of the research in this area has focused on administrative and design issues. The author reports on a study undertaken to ascertain student perceptions as they relate to three commonly stated goals of experiential programs: the application of classroom studies, technical training, and management development.

Tip Allocation: A Compliance Study tor Restaurants

Survey research of the commercial food service industry with regard to tips and tip allocation revealed that 50 percent of restaurateurs require that employees report a minimum amount or percentage of sales and over 50 percent which allocate tips report them as employee income. The authors discuss these results and point out other problems.

Sandals Resorts International: The Quality Advantage

Founded in 1981, Sandals Resorts International is now 17 properties and 3,880 rooms, and also has become a world-class success story with one of the 10 most recognizable brand names in the international hospitality industry, according to the author, group director for human resources development and training for Sandals.

An Examination of Quality Service Perceptions in a Hotel

Perceptions of managers and employees on topics related to quality and quality service in a hotel were studied to define the term “quality” and the activity of "quality service" delivery, looking at differing definitions of the terms and the activity and the identification of problem issues relating to training, communication, recognition, and department coordination. Recommendations for action included changes in the training program, a reemphasizing of the incentive programs, the development of Quality Improvement Teams, improved communication, and increased service delivery leadership.

Food Safety in Restaurants: A Human Relations Model

Barry Reece and Rhonda Brandt use a human relations perspective to explain behavior at work. Following a review of the six components of their model, the author presents research to illustrate how it can be used by managers to help them understand why food safety violations occur in restaurants. An additional variable not included in the model is discusses and recommendations for managers are made.

An Ethnographic Approach to Understanding Service Quality

The ethnographic research process, which explores human behavior as it relates to its situation, is outlined and illustrated through a hospitality case that explores the ways in which employees come to understand the meaning of service quality The challenges of ethnographic research are reviewed and implications for future research are provided

The Influence of Selected Antecedents of Frontline Employee's Perceptions of Service Recovery Performance

The purpose of this study is to determine the potential impact of selected organizational factors on boundary-spanning-role employees’ perceptions of service recovery performance. This study also aims to assess the impact of service recovery performance on the intention to leave the job and extrinsic job satisfaction. This study uses a sample of frontline employees in Belek, Antalya, Turkey. The empirical findings revealed that education, team work and role ambiguity as frontline job perceptions were found to exert positive influences on the service recovery performance, but, empowerment, reward, and organizational commitment were found to have negative effects on the service recovery performance.

Limited-Service/Economy Lodging Sector Faces Challenges Ahead

Changing cost structures and discounting by more upscale hotels are creating the need for new competitive methods in order to attract and retain guests. One author contends that only those chains that can quickly embrace change and find innovative ways for providing more with less are likely to survive.

Beverage Ethics: Education for Alcohol Responsibility

The study looked at the processes in the development of an alcohol responsibility program for post-secondary students in the service management major at the University of Tennessee: he program has been certified by the State of Tennessee to satisfy the Alcohol Beverage Commission requirement for server training related to the handling and service of alcoholic beverages. A managerial viewpoint was adopted so as to provide the greatest benefit to service management graduate.

Capital Budgeting of Major Lodging Chains

The long-term performance of the lodging chain is highly dependent on the use of the most effective techniques for evaluating capital projects. This study provides information on the critical aspects of lodging chains' capital budgeting practices and compares current ones with those used by chains in 1980 and 1990.

Book Review: Dixie Before Disney

Dixie Before Disney: 100 Years of Roadside Fun by Tim Hollis (Jackson, Miss.: University Press of Mississippi, 1999), ISBN 1-57806-117-2, 206 pages, including acknowledgements, tables, index, $25 paperback.

Lodging Marketing Literature: Analysis of Journals

Unlike the services marketing literature, lodging research publications appear to be limited to a few general topic areas. The authors present a comparative analysis of the evolution of lodging marketing and services marketing research and provides direction for future research agendas.

Market Characteristics in Economy/Budget Lodging

With so many economy/budget lodging brands and rooms added to the market, it is difficult for consumers to identify differences in the services offered. In addition, industry practitioners need to understand what is expected of them by the consumers they serve. The authors review the economy budget lodging in general and empirically examine this issue.

Book Review: Wizard of Ads

The Wizard of Ads, by Roy H. Williams. (Austin, Tex: Bard Press, 1998), 221 pages, ISBN 1-885167.29.6 Trade Paperback 1-885167-32-+6, $16.95 paperback / $26.95 hardvocer.

Health, Wellness Focus within Resort Hotels

This study analyzes the rising importance of the development and enhancement of a health and wellness focus within resort hotels. Market trends, consumer demands, revitalization efforts, and bottomline impacts are examined as they relate to the resort spa industry of today.