Daniel A. Emenheiser

What Do Mature Travelers Perceive as Important Hotel/Motel Customer Services?

The availability of quality service substantially influences consumer satisfac tion. Therefore, the provision of quality service has become an increasingly impor tant concern of hotel/motel managers. Due to the size, growth rate, and special concerns of the mature population, their assessment of hotel/motel services is necessary in order to determine whatservices hotels/motels should provide to attract and maintain theirbusiness. The purpose of this study was to assess the importance of services provided by hotels/motels as perceived by mature travelers. The objectives of this study were accomplished through descriptive analysis of quantita tive data gathered from a sample of mature consumers in the state of Texas using the SERVQUAL model. Results indicated customer services related to assurance and reliability were considered highly important. To attract and satisfy mature travelers, hotels/motels should focus their efforts to provide quality customer services of all types, particularly in the areas of assurance and reliability.

Profiles of successful restaurant managers for recruitment and selection in the US.

Today’s successful restaurant manager needs to possess a diversity of talents, abilities, and skills. Presents profiles of successful managerial recruits for quick service, midscale and upscale restaurants in the US. Factor analysis was used to reduce the number of attributes and traits that were identified for being a successful manager in the restaurant industry. Seventy‐two success attributes and traits were reduced to 12 identifiable components. The components’ relationships with the demographic factors were then studied using Chi‐square tests. Profiles for being a successful manager in quick service, midscale and upscale restaurants were developed.

Sources of Nutritional Information for Menu Development And Modification:: A Comparison of Quick-service, Midscale and Upscale Chain Restaurants

Abstract LEARNING OUTCOME: To examine sources of nutritional information used in menu development and modification by quick-service, midscale and upscale chain restaurants. The objective of this preliminary investigation was to determine and compare sources of nutritional information used by quick-service, midscale and upscale chain restaurants. The pre-test instrument was evaluated and completed via a pilot study involving members of the population. Content validity and clarity were established. The instrument was sent to all 309 members of the population, directors of product research and development for U.S.-based restaurant chains with the greatest annual volume. A total of 105 (34.0%) usable responses was obtained: quick-service (37.1%); midscale (27.6%); upscale (24.8%); and corporations representing more than one industry segment (10.5%). For quick-service chains results indicated the most frequent sources utilized for nutritional expertise were: external laboratory company for nutritional analysis (82.1%); corporate quality assurance department (64.1%); in-house registered dietitian, RD. (28.2%); external consultant (25.6%); and American Heart Association, AH. A (15.4%). Sources for midscale chains were: corporate quality assurance department (51.7%); external laboratory (41.4%); in-house RD. (17.2%); AH.A. (10.3%); and external consultant (10.3%). Upscale chains utilized: corporate quality assurance department (73.1%); external laboratory (57.7%); external consultant (26.9%); A.H.A. (15.4%); and in-house R.D. (11.5%). Sources utilized by corporations representing more than one industry segment were: corporate quality assurance department (45.5%); external laboratory (36.4%); external consultant (18.2%); and in-house R.D. (9.1%). Collectively, the two top sources of nutritional information utilized were corporate quality assurance departments (64.0%) and external laboratories (63.0%), while 20.0% of the chains have their own R.D. However, 28.0% of the quick-service restaurant corporations employ R.D.s. It is critical for R.D.S in various roles to increase interactions with restaurant operators to promote accurate nutritional information and healthful eating alternatives for consumers away from home.

The Effectiveness of a Mastery Learning Adaptation for Hospitality Courses

H.R.A.D. 4212, 1977 In the spring semester, 1977, 33 students enrolled in O.S.U.’s Hotel and Restaurant Promotion and Sales class. The majority of students were Hotel and Restaurant Administration majors, while the others were majoring in Advertising or Public Relations. At the beginning of the semester the course syllabus completely explained the course-format and requirements. The course followed the traditional classroom approach which included lectures, discussions on reading assignments, and’guest speakers. There were two examinations, with a required comprehensive final. Attendance was taken each