...Begin Reading Table of Contents Photos Newsletters Copyright Page In accordance with the U.S. Copyright Act of 1976, the scanning, uploading, and electronic sharing of any part of this book without the permission of the publisher is unlawful piracy and theft of the author’s intellectual property. If you would like to use material from the book (other than for review purposes), prior written permission must be obtained by contacting the publisher at permissions@hbgusa.com. Thank you for your support of the author’s rights. For Isabella and Calista Stone When you are eighty years old, and in a quiet moment of reflection narrating for only yourself the most personal version of your life story, the telling that will be most compact and meaningful will be the series of choices you have made. In the end, we are our choices. —Jeff Bezos, commencement speech at Princeton University, May 30, 2010 Prologue In the early 1970s, an industrious advertising executive named Julie Ray became fascinated with an unconventional public-school program for gifted children in Houston, Texas. Her son was among the first students enrolled in what would later be called the Vanguard program, which stoked creativity and independence in its students and nurtured expansive, outside-the-box thinking. Ray grew so enamored with the curriculum and the community of enthusiastic teachers and parents that she set out to research similar schools around the state with an eye toward writing a book about...
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...operational problems, it has become increasingly evident for hoteliers that pro actively incorporating IT into their services, operations, and strategy is a key element in their quest for service excellence and high profits. This case study deals with Wendy and David and their stay at the Creek Hotel in Dubai. It will outline all the current issues surrounding staying at the Creek Hotel and how they affected Wendy and David's stay. Relevant theories will be used to illustrate the problem and what has caused this problem to occur, these theories will then be used to help find a solution to the causes of these dilemmas and recommendations will then be made. Problem Identification and Analysis Upon finding the hotel on the internet, Wendy and David struggled with navigating around the website. They checked in online and assumed everything was fine, however they soon came to realise that the contact and street directory information they retrieved from the website was out of date. Upon arriving into their rooms they soon realised that they were misrepresented on the website with its worn out furniture and fittings. This problem is linked to a number of different theories, firstly this type of service is defined as a E service and is regarded as soft technology in operations management. The service that is currently on offer by The Creek Hotel is not of an acceptable standard. The website is not being properly maintained or updated at regular intervals to ensure the highest...
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...CURRICULUM VITAE Ashley CHEW | |[pic] | |Mailing Address HTMi, Hotel and Tourism Management Institute | | |Marientalweg 3 | | |6174 Soerenberg, | | |SWITZERLAND | | |Date of Birth 3rd December 1992 | | |Marital Status Single | | |Nationality Malaysian | | |Contact Details + 60126987796 (Malaysia) | | |ashleychews@hotmail.com | | |Skype :...
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...Office: E-mail: Telephone: John S. Andrew, Ph.D., M CIP, RPP Robert Sutherland Hall, Room 525 john.andrew@queensu.ca 613-533-6000 ext. 75756 Session Time: Mondays, 11:30 am - 2:20 pm Session Room: Robert Sutherland Hall, Room 554 Overview of the Course The course is an introduction to the concepts, principles and analytical methods involved in making the broad variety of key investment decisions regarding commercial real estate. It is designed to supplement, rather than replace SURP 844: Real Estate Project Planning. Therefore, the emphasis of this course is on commercial real estate investment rather than development. However, some elements of the latter will inevitably be addressed. The focus will be on fullyoperational income-generating properties, primarily large in scale. The main asset types of office, industrial, retail and multi-unit residential will be discussed (and possibly a few more specialized types). Another emphasis of the course will be on the micro level – the evaluation of the investment merits of individual properties (or at least individual transactions). Less attention will be paid to the macro level i.e. portfolio management. To the extent possible, the course content (including readings, cases and assignments) will be Canadian (although it is recognized that real estate investment is increasingly a global endeavor). This is primarily a combination seminar and case study course. It is designed around a cornerstone of five carefully chosen guest speakers...
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...The guest model is propounded by David Guest (1987) which is based on the assumption that the human resource management is in its own world in terms of people management. David guest developed four aspects of human resource management which are strategic integration, flexibility, high commitment and quality. This model is a fusion of aspects that resemble both a hard and a soft approach of HRM. The purpose of this model was to try and distinguish human resource management from personnel management. In his quest to distinguish the 2, Guest suggested that human resource management is unitaristic, individualistic and mutual while personnel management is advisory, compliance oriented, pluralist and collective. Tempting as it may be, human resource seems to promise unrealistic goals. Firstly, Armstrong defines human resources as strategic, intergrated and coherent approach to the management of the organisations most valued asset working there (2009). Rama Rao (2010) defines personnel management as a set of programs functions and activities designed to maximize both personal and competent people. According to Bratton et al 2007 personnel management only focuses on cost minimisation rather than quality of workforce. On the other hand human resource management is manipulative. Wilmo (1993) quoted in Armstrong (2005) that human resources management operates as a form of insidious control. It preaches mutuality but the reality is that it exploits workers whereas human resources in this...
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...internal and external factors that can setback an organization from achieving those goals. “Internal factors are as under: a. habit b. motivation and interest c. learning d. organizational and specialization e. economic and social background and f. personality” (Universal Teacher, 2003). External factors are: “a. intensity b. size c. contrast d. repetition e. motion f. novelty and familiarity and g. situations” (Universal Teacher, 2003). Some examples of internal and external factors are: restructuring organizational mission, fiscal policies, competition, economy, customer demands, and globalization. In this paper I will describe our team’s organizations that range from hotels to education. One organization’s mission can be different of that of another organization. In Sylvia’s case, she works for the New Jersey transit. Her company’s mission is to provide a cost-efficient transit service for those who are traveling. Rose works for a hotel and their mission is to know guests and build great memories for their guests. I work for the same industry that Rose works for a private country club. Our mission is to provide good customer service and provide our members with great service. Jennifer works for a construction company. Their mission is to Build Dreams in Pagosa. David works for the Headquarters Air Force Safety Center and their mission is to keep people safe and saving lives. Teresa is working for the school system and their mission...
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...started since January 2nd, 2014. Until today, the work has entered second stage and all works are carrying out as original schedule. Past Progress/ Work Completed (i) Financing Budget On January 3rd, the very first committee meeting had been conducted to discuss the budget needed to fund the overall activities for the event. The budget manager is requested to submit a budget report with each items clearly stated with the actual expenditure amount and has the result that total expenses for the event are RM 200, 000 and it is approved by the Finance Department of the company. The allocation of budget is on refreshment, celebrities and event speaker’s fees, technical equipment and other necessary resources running the event. (ii) Guests Invitation A numbers of names have been listed to be invited to attend the grand opening of SRS Home Décor. The CEO of SRS Furniture Company, the Chairperson of Board of Director, and the county head of Kampar are the three VIPs for the event. Others that are invited to attend are famous celebrity such as Amber Cheah, Danny one, Siti Nurhaliza and others popular public...
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...Reservation Analysis by Room — Summary and DetailedÂ ï‚·ï€ Reservation Analysis by Room Type — Summary and DetailedÂ ï‚·ï€ Statistics New Zealand Survey Form (New Zealand only)  5.  Call Charges ReportsÂ ï‚·ï€ Inward Call AnalysisÂ ï‚·ï€ Outgoing Pricing DetailsÂ ï‚·ï€ Trunk Utilisation INDEX INDEX 1279-1 Tax invoice Invoice no Date Page no Voucher/order no Reservation no Arr./dep. date : : : : : : 1279-1 Mon, 11 Jun 2012 14:05 1 of 1 1146 (Checked out) 03/06/12 - 11/06/12, Room 06 Callista Lodge 23 Portsea Place Birkenhead Auckland NZ PO Box 34480 Birkenhead Email : reservations@callista.net Phone : 09-481-0377 Facsimile 09-480-5775 : GST: 123-4567-1234 Doonbury Construction David Doonbury Date & Time 03 June 04 June 05 June 06 June 07 June 08 June 09 June 10 June Description Accommodation...
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...metal, Experimental rock & Speed Metal Instruments Guitar, Keyboards, vocals Years active 1980–present Labels Favored Nations, Relativity, Urantia Records, Akashic Records, Epic Associated acts Joe Satriani, Frank Zappa, Alcatrazz, David Lee Roth, Whitesnake, Zappa plays Zappa, Devin Townsend, Billy Sheehan, G3 Website www.vai.com Notable instruments Ibanez JEM Ibanez Universe Steven Siro Vai (born June 6, 1960) is an American guitarist, songwriter and producer of Italian origin who has sold over 15 million albums. After starting his career as a music transcriptionist for Frank Zappa, Vai recorded and toured in Zappa's band for two years, from 1980 to 1982. He began a solo career in 1983, has released eight solo albums and won three Grammy Awards. He has also recorded and toured with Public Image Ltd., Alcatrazz, David Lee Roth and Whitesnake. Vai has been a regular touring member of the G3 Concert Tour which began in 1995. In 1999 Vai started his own record label Favored Nations, intending to showcase as he describes, "...artists that have attained the highest performance level on their chosen instruments."[1] Contents [hide] 1 Biography 1.1 Early life 1.2 Early music career (1979-1982) 1.3 With David Lee Roth (1985-1990) 1.4 1990s 1.5 2000s 1.6 2010s 2 Media appearances 2.1 Video games 2.2 Films 3 Style and influence 4 Equipment 5 Personal life 6 Band history 7 Discography 8 See also 9 References ...
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...As professor said last week, this case is really the best case I ready ever. The author, David H. Maister, provides and describes abundant interesting and meaningful examples about “fill time” which is the time that organizations or shops provide for customers to consume the waiting time. For example, the best one for me is the case which to install mirrors near where the guests wait for the elevators. This simple move does not solve the problem about the efficiency of the elevators, but it does work and utilize human nature to distract guests’ attention, decreasing the waiting time in certain way. Also, he provides me a lot psychological thoughts about waiting, like the formula S= P-E，”a watched pot never boils” and so on. While I learn a lot from this case, I think of a famous Hotpot restaurant in China, HaiDiLao. It has tremendous branch stores in everywhere, and everyday a lot customers waiting in front of the store. It provides free snacks like seeds, watermelon, orange and etc. and different entertainments such as chess, poker, TV. You could see a lot customers sit in front of the store to wait for table, eating and playing, even part of the people are not going to have a meal here. Obviously, the price for this hotpot restaurant is relatively higher than relevant restaurant. But people keep running to this store, enjoy waiting and high quality services here. I think this is the store’s strategy that integrates the waiting experience into the total service experience...
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...“Ensure the success of your business through effective human resources strategies” As Baird and Meshoulam (1998) remark “Business objectives are accomplished when human resource practice, procedures and systems are developed and implemented based on organisational needs, that is, when a strategic perspective to human resource management is adopted.” (Armstrong, M.,2008, pg 33) . This journal will explore on the principals of human resource management, analysis of its concepts, models and framework. Explanation of HRM process and build up of strategies. The journal ends with an assessment of roles in strategic HRM. Strategic Human Resource Management (HRM) can be defined as the way through which the organizational goals will be achieved by the people with the help of HR strategies, policies and practices. (Armstrong, M., 2008, pg 33). Other definitions of Strategic Human Resource Management are as follows:- “Strategic Human Resource Management means formulating and executing human resource policies and practices that produce the employee competencies and behaviors that company needs to achieve its strategic aims” – Garry Dessler (Durai,P.,2010,pg 24) “Strategic Human Resource Management is a pattern of planned human resource developments and activity intended to enable a firm to achieve its goals “ – G.C.MacMahan (Durai,P.,2010,pg 24). Models of Strategic Human Resource Management The Harvard model :- The Harvard model was put forward by Michale Beer, Richard Walton...
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...------------------------------------------------- MANAGING HOSPITALITY IN INTERNATIONAL CONTEXT Assessment 1 Lecturer: Dr. Michael J. Gross, BSBA, MPET, MBA, PhD Submitted By: Sarabmeet sandhu Student ID: 110165356 Lecturer: Dr. Michael J. Gross, BSBA, MPET, MBA, PhD Submitted By: Sarabmeet sandhu Student ID: 110165356 Assessment: 1 ------------------------------------------------- 3: Critically analyse the tensions and conflicts in international hospitality firms' standardisation of products and provision of consistent service quality. Hospitality firms are intensely competitive and firms tries to maintain their centre of interest on customers wants and needs to achieve their satisfaction and stand still on customer’s expectations. According to a research features of service or product are not important than the quality of service that plays a significant role for achieving higher customer satisfaction and customer loyalty (Donnelly et. al, 2006). When a customer decides to go for a lunch or dinner in a 5star hotel or a couple plans to travel and book a hotel room all they expect is quality service. There’s a level of quality in service which goes up with the grade of hotels and the expectations of customers are also attached with these standards. This image of providing low, medium and high level quality service as per customers is hospitality. There are some benchmarks for everything in hospitality industry and those are known as standardisation...
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...solely to provide material for class discussion. The authors do not intend to illustrate either effective or ineffective handling of a managerial situation. The authors may have disguised certain names and other identifying information to protect confidentiality. Ivey Management Services prohibits any form of reproduction, storage or transmittal without its written permission. Reproduction of this material is not covered under authorization by any reproduction rights organization. To order copies or request permission to reproduce materials, contact Ivey Publishing, Ivey Management Services, c/o Richard Ivey School of Business, The University of Western Ontario, London, Ontario, Canada, N6A 3K7; phone (519) 661-3208; fax (519) 661-3882; e-mail cases@ivey.uwo.ca. Copyright © 2009, Ivey Management Services Version: (A) 2009-08-11 INTRODUCTION In late April, 2009, a senior manager at WestJet Airlines (WestJet) came across two news articles — one in Maclean’s, a Canadian news magazine, and the other in the Globe and Mail, Canada’s national newspaper — that hinted at a dilemma faced by WestJet: How to continue to build its high-engagement culture as it experienced high rates of growth?1 WestJet stood out from other Canadian airlines in many ways. For example, despite a difficult year in 2008, WestJet was one of only a few airlines worldwide that were profitable that year. Whereas other airlines had cut their available seats, WestJet had continued to expand its reach...
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... Executive Summary DSA 2014 was the biggest Defence Services Asia Exhibition and Conference staged in Kuala Lumpur so far. Attendance were record highs with 344 foreign delegations from over 45 nations, 33,544 trade visitors from 96 countries and 1057 companies occupying a floor area of 41000 sq. metres. The analysis carried out by our group discovered that the organising committee, led by the Secretary General of Defence Malaysia, did a fine job in event design and program. Participants could understand the layout of the venue and so navigate efficiently within the site of the event. The site was themed into country pavilions with designated paths and separate programs for VVIP delegations, distinguished guests, exhibitor’s and visitors to follow. This year's event witnessed the debut of new features: Cyber Security, Humanitarian & Disaster Relief (HADR) and transnational crime & non-conventional security threat in the wake of terrorism,...
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...The Phrase ‘commitment’ is frequently used by HRM practitioners in the control of absenteeism and its contribution to business objectives. Evaluate the evidence to reinforce commitment and reduce absenteeism. Mowday et al have defined organizational commitment as “ the relative strength of an individual’s identification with an involvement in an organization” (Chapter 7 Attitudes at work, Page no, 265 Work Psychology, Understanding Human Behaviour in the Workplace by John Arnold (ft) fourth edition) Commitment is very powerful human concept as if a person is committed to an organization; therefore he or she has a strong identification with it and will turn out to be a long-term employee for the organization. Sir Richard Branson is an example of someone’s commitment towards its work. He born in an ordinary established family but it was his commitment, which led him to build the virgin empire and now he is one of the richest man in the world. Controlling the absenteeism is the objective of nearly every business organization and the phrase commitment is regularly used by HRM practitioners in order to control the absenteeism, In this essay I will explain the above statement in more details and also provide the evidence to support it. The question arises here why absenteeism is important? Absenteeism is important because it’s not only costly but it also affects the morale of other employees. The cost of absenteeism is greater than the...
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