Glenn Withiam

Service The Key to Frequent-Guest Programs

Abstract Discriminant analyses indicate that members of hotel frequent-guest programs do, indeed, consider those programs in their hotel selection—but top-notch service is also essential

Strategic-Pricing Policy Based on Analysis of Service Attributes

This study proposes a strategic pricing model for service industries that can offer customers enhanced value through lower prices while maintaining appropriate features. Based on a correlation of the categories in the refined Kano model and frequency of use of service items, the integrated model proposes that service items and attributes should be individually assessed with a view to making appropriate decisions on whether items should be deleted from service packages, offered for a separate charge, or outsourced. The model also provides guidance on prioritizing decisions regarding service items or attributes. The application of the proposed model is demonstrated in a case study of a 5-star hotel in Taiwan. The study concludes that strategic decisions on the composition of service modules can lead to appropriate pricing policies that enhance customer value and assist companies to control costs.

The view from the Helm: Hotel execs examine the industry

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...

Keepers of the Keys Concierges in American Hotels

Long a fixture of European hotels, the concierge is appearing at many service-oriented hotels in the United States. In this article, The Quarterly reports on what concierges are doing and how hotels have integrated concierges into their management structure

Hiring hospitality faculty:: Erudition and experience

Abstract Of nearly 100 hospitality faculty membeers hired in the past three years, more than half held a doctoral degree. While the bulk of those new hires had just a year or two of hospitality work experience, many reported considerable time in the industry.

The great retirement caper or, bye-bye, boomer

Abstract This study of food-service managers shows that, within the next ten years, many top managers plan to retire early from their corporate jobs (although some plan to keep working). Hospitality firms should plan now to fill the gap created by such turnover

Laurence Geller: Building Excitement

Hyatts chief developer aims to continue the companys track record of building one-of-a-kind hotels

Troubled hotels: The workout

Will your hotel be one of 1,000 hotels that could fail in the next two years? If so, heres a lenders-eye view of what happens next

American concierges set service standards

Abstract Formerly a trendy amenity, concierge service has become an integral part of upscale hotel service. Not only that, other businesses are copying the idea to boost their own service standards

Culture at the Crossroads

Under the operation of Michael Glennie, both Rockresorts and the Boca Raton Resort and Club have experienced changes in their operations as a result of market realities. Boca Raton implemented European-plan pricing. Rockresorts changed from a product-driven approach to a more customer-responsive attitude, which includes (among other things) putting telephones in the rooms for the first time.