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.

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.

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. ^

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.

Quality Performance In our World: What Fast Service Should Really Mean

The service-producing industries have experienced problems in quality in the 1980s because of intense competition. The author discusses how these problems have been compounded in the fast food industry and how quality control can lead to success.

Travel Marketing: Industry Relationships and Benefits

In the discussion - Travel Marketing: Industry Relationships and Benefits - by Andrew Vladimir, Visiting Assistant Professor, School of Hospitality Management at Florida International University, the author initially states: “A symbiotic relationship exists among the various segments of the travel and tourism industry. The author has solicited the thinking of 37experts and leaders in the field in a book dealing with these relationships and how they can be developed to benefit the industry. This article provides some salient points from those contributors.” This article could be considered a primer on networking for the hospitality industry. It has everything to do with marketing and the relationships between varied systems in the field of travel and tourism. Vladimir points to instances of success and failure in marketing for the industry at large. And there are points of view from thirty-seven contributing sources here. “Miami Beach remains a fitting example of a leisure product that has been unable to get its act together,” Vladimir shares a view. “There are some first class hotels, a few good restaurants, alluring beaches, and a splendid convention center, but there is no synergism between them, no real affinity, and so while visitors admire the Fontainebleau Hilton and enjoy the food at Joe's Stone Crabs, the reputation of Miami Beach as a resort remains sullied,” the author makes a point. In describing cohesiveness between exclusive systems, Vladimir says, “If each system can get a better understanding of the inner workings of neighboring related systems, each will ultimately be more successful in achieving its goals.” The article is suggesting that exclusive systems aren’t really exclusive at all; or at least they shouldn’t be. In a word – competition – drives the market, and in order for a property to stay afloat, aggressive marketing integrated with all attendant resources is crucial. “Tisch [Preston Robert Tisch, currently – at the time of this writing - the Postmaster General of the United States and formerly president of Lowe’s Hotels and the New York Visitors and Convention Bureau], in talking about the need for aggressive marketing says: “Never...ever...take anything for granted. Never...not for a moment...think that any product or any place will survive strictly on its own merits.” Vladimir not only sources several knowledgeable representatives in the field of hospitality and tourism, but he also links elements as disparate as real estate, car rental, cruise and airlines, travel agencies and traveler profiles to illustrate his points on marketing integration. In closing, Vladimir quotes the Honorable Donna Tuttle, Undersecretary of Commerce for Travel and Tourism, “Uniting the components of this industry in an effective marketing coalition that can compete on an equal footing with often publicly-owned foreign tourism conglomerates and multi-national consortia must be a high priority as the United States struggles to maintain and expand its share of a rapidly changing global market.”

Trends for Meetings and Expositions Industry

During the last decade, the meetings and expositions industry has flourished, even as it has struggled to cope with difficult challenges. This is a taste of things to me. In the years ahead, the global population will continue to grow and change, science and technology will tighten their hold on business and society and the world will knit itself ever more tightly into a single market. As a result, both opportunities and trials will abound.

Sex Work and Class

Prostitution scandals stigmatize workers for their entire lives, but the politician involved is marred for only one news cycle. “White knight” feminists shame women for sexually catering to the patriarchy but talk from a place of economic privilege. Religious organizations engage in misguided attempts to “save” women who use the industry as a job. Exploitive policies aimed at curtailing sex work hurt the individuals who wish to practice safe sex for their own protection. In the guise of aiding sex workers, or saving them from themselves, those that would advocate for more restrictive policies ignore the ramifications of what these laws would entail.