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New Guest Service Gold® Tourism Teaches Service Delivery Skills for Destinations

the American Hotel & Lodging Educational Institute (AHLEI) | January 11, 2018

Orlando, Florida, January 2018—The American Hotel & Lodging Educational Institute (AHLEI) has launched a new tourism-focused version of its bestselling Guest Service Gold® training and certification program designed to arm all hospitality and tourism employees with the skills they need to deliver high-caliber service to every guest, every time. In a digital world where 9 out of 10 travelers think reading online reviews is important, and 70% of travelers who use review sites look at up to 20 reviews in the planning stages of their trips, it is essential that tourism businesses deliver experiences that lead to positive revie...

PolyU Study Finds Focus on Accessibility Key to Exhibition Market Development

December 27, 2017

When choosing whether to attend an exhibition, exhibitors will go almost anywhere there is potential for successful business but visitors prefer destinations with good accessibility and an attractive leisure environment, according to Dr Karin Weber of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and her co-researcher Dr Xin Jin. Their recently published research study explores the attractiveness of exhibition destinations from visitor and organiser perspectives, providing practical guidelines that destinations and organisers can use to evaluate and develop destination resources. The researche...

PolyU Holds a Naming Ceremony for Mr and Mrs Chan Chak Fu Building

December 18, 2017

The Hong Kong Polytechnic University (PolyU) has named the premises of the School of Hotel and Tourism Management after a pioneer Hong Kong hotelier, the late Mr Chan Chak-fu, and his wife Mrs Esther Chan Wong Chi-lan in appreciation of the family's significant contributions to PolyU's hospitality and tourism management education. The naming ceremony held today (15 December) was graced by the presence of the Chief Secretary for Administration of the HKSAR Government, The Honorable Matthew Cheung Kin-chung as the Guest of Honour. Other members of the officiating party included Mr Lawrence Chan, the eldest son of Mr Chan Chak-fu, and his ...

Cornell Presents the 2017 Center for Hospitality Research Sustainability Roundtable Summary

the Center for Hospitality Research | December 4, 2017

2017 CHR Sustainability Roundtable Summary Sustainability remains top of mind for many global hospitality industry corporations. This was evidenced by the robust engagements of participants that attended the 2017 Cornell Sustainability Roundtable recently hosted by The Center for Hospitality Research at The School of Hotel Administration in the SC Johnson College of Business at Cornell University. Participants gathered to from around the world to discuss a wide range of emerging topics including actionable strategies for the industry to meet prioritized United Nations Sustainable Development Goals (UNSDGs), sustainable tourism "asset ma...

Hospitality Sweet

November 28, 2017

By Beth Saulnier CU researcher Stephani Robson '88, MS '99, PhD '10, weighs in on trends in the restaurant and hotel industries "My students laugh at me," Hotel school senior lecturer Stephani Robson '88, MS '99, PhD '10, says with a smile, "because I always tell them the correct answer to any question is, 'It depends.'" An expert in environmental psychology—focusing on the intersection between design and behavior in hotels and restaurants—Robson studies myriad topics relating to hospitality, an industry in which expectations vary widely according to factors like price, clientele, and location. The Canadian-born Robson came ...

PolyU Study Reveals Surprising Source of Unethical Tourist Behaviour

October 30, 2017

Judgements about ethically unacceptable behaviour may vary amongst cultures, and Western tourists are more likely to engage in such behaviour when on holiday, find Dr Denis Tolkach, Dr Stephen Pratt of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and a co-researcher in a recently published study. Their investigation of international and mainland Chinese tourists and Hong Kong residents reveals some surprising findings that should prove useful for academics, policymakers and industry practitioners seeking to develop "mitigation strategies to reduce anti-tourism sentiment" in Hong Kong and othe...

AHLEI Announces Partnership with Work4Stars; Will Offer Training Focused on Morocco’s Vision 2020 Goals

the American Hotel & Lodging Educational Institute (AHLEI) | October 26, 2017

October 2017—Work4Stars, an executive search and recruitment company focused on the hospitality, tourism, and events sectors, has partnered with the American Hotel & Lodging Educational Institute (AHLEI) to offer hospitality training and professional certification to current hospitality professionals and those seeking a career in hospitality and tourism. Work4Stars is AHLEI's first global partner in Morocco and north Africa. Tourism is the second-largest job creator in the kingdom of Morocco, which has set a goal of becoming one of the world's top 20 tourist destinations by 2020. The program, known as Vision 2020, has already ...

Carver Hotel Group Launches CARVER-SELECT: Task Force for Select and Limited Service Properties

The Carver Companies | October 25, 2017

ATLANTA, GA – October 26, 2017– Carver Hotel Group (CHG), the hospitality infrastructure powerhouse, announced the launch of CARVER-SELECT, a new Task Force service, designed to support select and limited service properties across North America. While historically, the largest user of Task Force consultants has been full service hotels, there is an ever growing demand for support positions such as: general manager, front office manager, housekeeping, engineering and sales at the select and limited services levels. Developing a pool of consultants for SELECT will allow Task Force to be provided at a price point that will work...

The 2017 Cornell/ICHRIE Howard B. Meek Award Presented to Dr. Fred DeMicco

| September 27, 2017

September, 25, 2017 - Volterra Tuscany, Italy - Dr. Frederico J. DeMicco, the Aramark Chaired Professor at the University of Delaware and President of Academics and Dean of Executive and Continuing Education at the Learning Village in Tuscany SIAF Campus was awarded the The Howard B. Meek Award for 2017. This award bestowed is the highest individual recognition a member of the International Council of Hotel, Restaurant and Institutional Education (ICHRIE) may receive. It is presented to an ICHRIE member in recognition of the individual's lifetime contributions and outstanding service both to hospitality education and to Internationa...

PolyU Receives Donation from Zhejiang Drore Technology to Advance Hospitality and Tourism Education

September 27, 2017

The School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University received a donation of HK$1.08 million from Zhejiang Drore Technology Co., Ltd. (Drore) for the establishment of the "Drore Scholarship" in support of the SHTM's efforts in advancing hospitality and tourism education. With full support from Drore, two entry scholarships per academic year will be set up for three years commencing 2017. The scholarships will be awarded to local as well as non-local students intending to pursue their studies at the SHTM with the Master of Science (MSc) in Global Hospitality Business, MSc in International Hospitality M...

The Honourable Sir Michael Kadoorie Bestowed SHTM Lifetime Achievement Award

September 25, 2017

The Honourable Sir Michael Kadoorie, GBS, L.L.D.(Hon), DSc(Hon), Commandeur de la Légion D'Honneur, Commandeur de L'Ordre des Arts et des Lettres, Commandeur de L'Ordre de la Couronne, Commandeur de L'Ordre de Léopold II, was this year's recipient of the SHTM Lifetime Achievement Award presented to him at a ceremony held in his honour at Hotel ICON on 22 September 2017. The SHTM Lifetime Achievement Award is established by the School of Hotel and Tourism Management (SHTM) of The Hong Kong Polytechnic University (PolyU) to honour outstanding personalities who have contributed substantially to the development of hospitality ...

PolyU Establishes Kwok Hospitality Awards at School of Hotel and Tourism Management

September 19, 2017

The Hong Kong Polytechnic University (PolyU) is pleased to have received support from the Kwok Scholars Association (KSA) for the establishment of Kwok Hospitality Awards at its School of Hotel and Tourism Management (SHTM). With full support from the KSA, two awards per academic year will be set up for three years commencing 2017/2018 to facilitate SHTM students to pursue their studies at the Cornell University School of Hotel Administration in USA for one semester. Amounting over HK$1.6 million in total value, the scholarships will be awarded to eligible SHTM students who excel in both academic and non-academic pursuits. With an aim o...

PolyU Study Finds Room Attribute Preferences Vital to Hotel Profit Maximisation

September 14, 2017

Hotel managers need to understand the value that customers place on particular room features and charge for them accordingly, argue Dr Lorenzo Masiero of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and his co-researchers in a recently published study. Having conducted a stated-choice experiment in a Hong Kong hotel, the researchers find that customers are willing to pay much more than currently charged for features such as a harbour view, but place relatively little value on other features such as free cancellation. Hotels would benefit from segmenting their markets to reflect these discrepa...

PolyU Releases Report on 2016 Tourist Satisfaction and Tourism Service Quality Indices

September 12, 2017

The 2016 PolyU Tourist Satisfaction Index (PolyU TSI) and Tourism Service Quality Index (PolyU TSQI) show general increases compared with the 2015 results, according to the report released by the School of Hotel and Tourism Management (SHTM) of The Hong Kong Polytechnic University. The 2016 PolyU TSI and PolyU TSQI stood at 75.02 and 75.87 respectively. The PolyU TSI increased by 0.31 points from 74.71 in 2015, reflecting an ongoing recovery from the significant drop in 2014. At the same time, the PolyU TSQI recorded an increase of 0.65 points from 75.22 in 2015. "In 2016, the tourism industry in Hong Kong underwent some turbulence caus...

PolyU School of Hotel and Tourism Management Scholar Conferred Endowed Professorship

September 5, 2017

Endowed by the Victoria Park Hotels Limited, Professor Haiyan Song, Associate Dean of the School of Hotel and Tourism Management (SHTM) of The Hong Kong Polytechnic University, was conferred the title Mr and Mrs Chan Chak Fu Professor in International Tourism at the Third Inauguration of Endowed Professorships held at the University on 5 September 2017. Presided over by Council Chairman of the University, Mr Chan Tze-ching, the ceremony paid tribute to distinguished scholars for their outstanding academic achievements and significant contributions to the community, as well as to allow the community to demonstrate support for and give re...

The CEO’s Guide to Giving: How a Hotel Industry President Created a Private Foundation

William J. Holstein | September 1, 2017

From creating a legacy and introducing family members to philanthropy to ensuring that donations are used effectively, there are lots of reasons that families associated with successful businesses are opting to take an active role in giving back. In this three-part series, Chief Executive spoke with philanthropic business leaders to gain their insights on supporting foundations, private foundations and donor-advised funds. This is Part II. Harris Rosen decided not to wait until retirement to start giving away the money he made as an owner and operator of a collection of seven convention and leisure hotels all in Orlando. He still holds...

Top 5 Takeaways from Cornell’s Master of Management in Hospitality Leadership Development Program

Alison Kanovsky | August 31, 2017

By Alison Kanovsky, MMH '18 The MMH Leadership Development Program (LDP) is a weekend-long event that connects current students in the Master of Management in Hospitality program with top-tier alumni from the School of Hotel Administration. These alumni are all highly regarded in their respective industries and volunteer their own personal time to come back to Cornell for the weekend. LDP is one of the many opportunities the Hotel School gives its students to connect with alumni and develop their leadership skills. LDP helped us learn about ourselves through behavioral assessments and group activities. Before the weekend began, we fille...

PolyU Study Finds Understanding Travel Needs Can Help Improve Elderly Quality of Life

August 31, 2017

Identifying the travel needs of different groups of elderly people in Hong Kong is the first step in providing appropriate services that can improve their quality of life and well-being, argue Dr Kam Hung of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and two co-researchers. In a recent study, the researchers examine the differences in the travel behaviour of elderly Hong Kongers, finding that residents of public housing face more travel constraints than those living in private housing. They suggest that tourism industry stakeholders such as exhibition organisers and travel agents could do m...

Hoteliers, Hospitality Educators Pursue Professional Certification in Philippines

the American Hotel & Lodging Educational Institute (AHLEI) | August 30, 2017

Orlando, Florida, August 2017—Professional certification continues to be a priority for hospitality professionals and educators in the Philippines, supported by Asia World Hospitality, an international partner of the American Hotel & Lodging Educational Institute (AHLEI). During a session held July 21-24 at Seda Hotel Nuvali, 11 general managers from the Ayala Hotel & Resorts Corporation and Hotel Benilde (the hotel of De La Salle—Benilde College) passed the Certified Hotel Administrator (CHA®) exam, the largest group of hoteliers in the Philippines to earn the certification on their first attempt. The following ...

CHTA Education Foundation Awards More Than $130,000 in Scholarships This Year

CHTA Education Foundation | August 29, 2017

MIAMI (August 29, 2017) - The Caribbean Hotel and Tourism Association Education Foundation (CHTAEF) is awarding more than $130,000 worth of scholarships to nearly three dozen Caribbean students this year. Including the renewal of 12 scholarships awarded to students last year, this academic year will record a total of 34 scholarships funded by the nonprofit group. Seventy people applied this year and scholarships range, on average, from US$2,000 to $5,000 and are exclusively for tuition costs. Universities such as Johnson & Wales provide matching grants for CHTAEF recipients, effectively doubling the scholarship awards. The Associati...

AHLEI Publishes New Edition of Hotel and Restaurant Accounting Textbook, Workbook

the American Hotel & Lodging Educational Institute (AHLEI) | August 17, 2017

Orlando, Florida, August 2017—The American Hotel & Lodging Educational Institute (AHLEI) has published a new edition of Hotel and Restaurant Accounting, by Raymond Cote, CPA, CCP. This introductory hospitality accounting textbook accentuates the relationship between business principles and accounting in hotel and restaurant operations. Students will learn accounting information that can be applied in hotel and restaurant environments. The eighth edition of Hotel and Restaurant Accounting has been significantly revised, incorporating several chapters and two case studies previously included in the author's Accounting for Hospit...

The #1 Rule in Service Excellence: Keep the Customer

BW Leadership Academy | August 3, 2017

By Bryan Williams United Airlines is now a case study for how not to treat customers. Especially paying customers…who are about to receive the service they paid for…and are obviously unhappy about how they are being treated. There is so much to learn from this scenario. Horst Schulze, who is the former President and COO of the Ritz-Carlton (and one of my biggest influences) always said that rule #1 is to keep the customer. For any organization to be successful, they must become proficient at keeping customers (and not lose them). Keep them happy. Keep them engaged. Keep them so well that they eagerly look forward to return...

AHLEI Expands Reach into Canada with New Consultant, Partnerships

the American Hotel & Lodging Educational Institute (AHLEI) | July 11, 2017

Orlando, Florida, July 2017—The American Hotel & Lodging Educational Institute (AHLEI) is expanding its outreach to the Canadian hospitality industry and has partnered with Alex Kershaw, CGSP, CHDT, a consultant who will provide a physical presence in Canada. Based in Vancouver, British Columbia, Kershaw will work closely with AHLEI senior sales associate Laura Phelps, who has been the primary contact for Canadian academic institutions and hotels for several years. "Having Alex working with AHLEI to service current clients and to reach out to new prospects will help us to grow in this ripe market," said Brenda Moons, AHLEI's V...

PolyU School of Hotel and Tourism Management Ranked World No. 1

July 11, 2017

The School of Hotel and Tourism Management (SHTM) of The Hong Kong Polytechnic University (PolyU) is ranked No. 1 in the world, according to ShanghaiRanking's Global Ranking of Academic Subjects (GRAS) 2017. This is further proof of the SHTM's commitment to achieving global excellence in hospitality and tourism education and research. Released on 28 June, this year's GRAS include for the first time a ranking of the world's top 100 universities in the "Hospitality and Tourism Management" category. ShanghaiRanking began publishing Academic Ranking of World Universities (ARWU) by academic subjects since 2009. ARWU is regarded as one of the...

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