World-Class Service

In the discussion - World-Class Service - by W. Gerald Glover, Associate Professor, Restaurant, Hotel and Resort Management at Appalachian State University and Germaine W. Shames, Hilton International, New York, Glover and Shames initially state: “Providing world-class service to today's traveler may be the key for hospitality managers in the current competitive market. Although an ideal, this type of service provides a mandate for culturally aware managers. The authors provide insight into several areas of cultures in collision.” Up to the time this essay is written, the authors point to a less-than-ideal level of service as being the standard in the hospitality industry and experience. “Let's face it - if we're ever to resurrect service, it will not be by going back to anything,” Glover and Shames exclaim. “Whatever it was we did back then has contributed to the dilemma in which we find ourselves today, handicapped by a reactive service culture in an age that calls for adaptiveness and global strategies,” the authors fortify that thought. In amplifying the concept of world-class service Glover and Shames elaborate: “World-class service is an ideal. Proactive and adaptive, world-class service feels equally right to the North American dignitary occupying the Presidential Suite, and the Japanese tourist staying in a standard room in the same hotel.” To bracket that model the authors offer: “At a minimum, it is service perceived by each customer as appropriate and adequate. At its best, it may also make the customer feel at home, among friends, or pampered. Finally, it is service as if culture matters,” Glover and Shames expand and capture the rule of world-class service. Glover and Shames consider the link between cultures and service an imperative one. They say it is a principle lost on most hospitality managers. “Most [managers] have received service management education in the people are people school that teaches us to disregard cultural differences and assume that everyone we manage or serve is pretty much like ourselves,” say Glover and Shames. “Is it any wonder that we persist in setting service standards, marketing services, and managing service staff not only as if culture didn't matter, but as if it didn't exist?!” To offer legitimacy to their effort Glover and Shames present the case of the Sun and Sea Hotel, a 500-room first class hotel located on the outskirts of the capital city of a small Caribbean island nation. It is a bit difficult to tell whether this is a dramatization or a reality. It does, however, serve to illustrate their point in regard to management’s cognizance, or lack thereof, of culture when it comes to cordial service and guest satisfaction. Even more apropos is the tale of the Palace Hotel, “…one of the grande dames of hospitality constructed in the boom years of the 1920s in a mid-sized Midwestern city in the United States.” The authors relate what transpired during its takeover in mid-1980 by a U.S.-based international hotel corporation. The story makes for an interesting and informative case study.

Isotopic studies of the Guerrero composite terrane, west-central Mexico: Implications for provenance of crustal rocks and genesis of ore metals

A variety of world-class mineral deposits occur in Mesozoic and Tertiary rocks of the Guerrero terrane. New Pb isotope analyses of various crustal units and ores from distinct subterranes of the Guerrero terrane are presented to trace metal sources in these deposits and infer source reservoirs. New Sr and Nd isotope results are provided to gain insight into the provenance of the crustal rocks from the Guerrero terrane. Triassic schist samples from the Arteaga Complex and Triassic-Jurassic phyllite and slate samples from the Tejupilco metamorphic suite contain radiogenic Pb (206Pb/204Pb = 18.701–19.256) relative to bulk earth models. Cretaceous sedimentary rocks of the Zihuatanejo Sequence are more radiogenic (206Pb/204Pb = 18.763–19.437) than samples from the Huetamo Sequence (206Pb/204Pb = 18.630–18.998). Tertiary intrusive rocks from La Verde, Inguaran, La Esmeralda, and El Malacate plot to the right of the average Pb crust evolution curve of Stacey and Kramers (206Pb/204Pb = 18.705–19.033). Ores from the La Verde and La Esmeralda porphyry copper deposits yield isotopic ratios (206Pb/204Pb = 18.678–18.723) that are generally less radiogenic than the host igneous rocks, but plot within the field defined by the sedimentary rocks from the Huetamo Sequence. Tertiary intrusive rocks from the Zimapan and La Negra districts in the Sierra Madre terrane plot above and to the right of the Stacey-Kramers reference line (206Pb/204Pb = 18.804–18.972). Lead isotope ratios of ore minerals from the Zimapan and La Negra skarn mines ( 206Pb/204Pb = 18.775–18.975) resemble those of the associated igneous rocks, implying a magmatic Pb input in the skarn deposits. New Sr and Nd isotope data on metamorphic rocks (87Sr/ 86Sr = 0.707757–0.726494 and 143Nd/144 Nd = 0.512109–0.512653) suggest that the basement of the Guerrero terrane originated from sources that had been derived from an old cratonic area. The narrow ranges and generally low 87Sr/86Sr ratios (0.704860–0.705755) and 143Nd/144Nd values (0.512765–0.512772) above that of bulk earth for igneous rocks from Inguaran, El Malacate, and La Esmeralda suggest a relatively low degree of crustal contamination. However, the isotopic values for the La Verde site (87Sr/86Sr = 0.708784 and 143Nd/144Nd = 0.512640) may indicate the involvement of a more evolved crustal component.

A total quality management methodology for universities

This research document is motivated by the need for a systemic, efficient quality improvement methodology at universities. There exists no methodology designed for a total quality management (TQM) program in a university. The main objective of this study is to develop a TQM Methodology that enables a university to efficiently develop an integral total quality improvement (TQM) Plan. ^ Current research focuses on the need of improving the quality of universities, the study of the perceived best quality universities, and the measurement of the quality of universities through rankings. There is no evidence of research on how to plan for an integral quality improvement initiative for the university as a whole, which is the main contribution of this study. ^ This research is built on various reference TQM models and criteria provided by ISO 9000, Baldrige and Six Sigma; and educational accreditation criteria found in ABET and SACS. The TQM methodology is proposed by following a seven-step metamethodology. The proposed methodology guides the user to develop a TQM plan in five sequential phases: initiation, assessment, analysis, preparation and acceptance. Each phase defines for the user its purpose, key activities, input requirements, controls, deliverables, and tools to use. The application of quality concepts in education and higher education is particular; since there are unique factors in education which ought to be considered. These factors shape the quality dimensions in a university and are the main inputs to the methodology. ^ The proposed TQM Methodology is used to guide the user to collect and transform appropriate inputs to a holistic TQM Plan, ready to be implemented by the university. Different input data will lead to a unique TQM plan for the specific university at the time. It may not necessarily transform the university into a world-class institution, but aims to strive for stakeholder-oriented improvements, leading to a better alignment with its mission and total quality advancement. ^ The proposed TQM methodology is validated in three steps. First, it is verified by going through a test activity as part of the meta-methodology. Secondly, the methodology is applied to a case university to develop a TQM plan. Lastly, the methodology and the TQM plan both are verified by an expert group consisting of TQM specialists and university administrators. The proposed TQM methodology is applicable to any university at all levels of advancement, regardless of changes in its long-term vision and short-term needs. It helps to assure the quality of a TQM plan, while making the process more systemic, efficient, and cost effective. This research establishes a framework with a solid foundation for extending the proposed TQM methodology into other industries. ^

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.

The Betsy South Beach

The Betsy - South Beach is a distinguished landmark hotel providing an elegant, personalized boutique experience in the heart of South Beach. The Betsy’s relaxed tropical interiors and 61 welcoming, beachside retreats create an aura that is passionately low-key. Exquisite amenities, incredible ocean views, world-class cuisine, and more.

The Betsy South Beach

The Betsy - South Beach is a distinguished landmark hotel providing an elegant, personalized boutique experience in the heart of South Beach. The Betsy’s relaxed tropical interiors and 61 welcoming, beachside retreats create an aura that is passionately low-key. Exquisite amenities, incredible ocean views, world-class cuisine, and more.

The Betsy South Beach

The Betsy - South Beach is a distinguished landmark hotel providing an elegant, personalized boutique experience in the heart of South Beach. The Betsy’s relaxed tropical interiors and 61 welcoming, beachside retreats create an aura that is passionately low-key. Exquisite amenities, incredible ocean views, world-class cuisine, and more.

Effective energy conservation and management in the building sector : the answer to the energy predicament

Modern civilization has developed principally through man's harnessing of forces. For centuries man had to rely on wind, water and animal force as principal sources of power. The advent of the industrial revolution, electrification and the development of new technologies led to the application of wood, coal, gas, petroleum, and uranium to fuel new industries, produce goods and means of transportation, and generate the electrical energy which has become such an integral part of our lives. The geometric growth in energy consumption, coupled with the world's unrestricted growth in population, has caused a disproportionate use of these limited natural resources. The resulting energy predicament could have serious consequences within the next half century unless we commit ourselves to the philosophy of effective energy conservation and management. National legislation, along with the initiative of private industry and growing interest in the private sector has played a major role in stimulating the adoption of energy-conserving laws, technologies, measures, and practices. It is a matter of serious concern in the United States, where ninety-five percent of the commercial and industrial facilities which will be standing in the year 2000 - many in need of retrofit - are currently in place. To conserve energy, it is crucial to first understand how a facility consumes energy, how its users' needs are met, and how all internal and external elements interrelate. To this purpose, the major thrust of this report will be to emphasize the need to develop an energy conservation plan that incorporates energy auditing and surveying techniques. Numerous energy-saving measures and practices will be presented ranging from simple no-cost opportunities to capital intensive investments.