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Journal ofHOSPITALITY& TOURISMCasesExecutive CommitteePresidentAmit SharmaThe Pennsylvania State UniversityVice PresidentChris RobertsDePaul UniversitySecretaryAlecia DouglasAuburn UniversityTreasurerToni RepettiUniversity of Nevada, Las VegasImmediate Past PresidentMokie SteiskalColumbus State Community CollegeVolume 6, Number 2 2017 ISSN 2164-9987EDITORIALEditorial. 5by Marianna SigalaWINNING CASE STUDYMaking the Case for DineSafe: Incorporating Analytics into ManagerialDecision-making in the Hospitality ClassroomCase Study.XXTeaching Note.XXby Heather Monteiro and Daniel McLeanChief Executive OfficerKathy McCartyBoard MembersAPacCHRIE Federation PresidentSamir ThapaSilver Mountain School of Hotel ManagementEuroCHRIE Federation PresidentAnders JustenlundUniversity College of Northern DenmarkCentral Federation PresidentGodwin-Charles OgbeideIndiana University-Purdue University IndianapolisNENA Federation PresidentErinn TuckerTemple UniversitySECSA Federation PresidentMelvin WeberEast Carolina UniversityWest Federation PresidentScott SmithJohnson and Wales University, DenverDirector of ConferenceLea DopsonCalifornia State Polytechnic University, PomonaDirector of EducationCatherine CurtisOklahoma State UniversityDirector of Industry ServicesBrooklynn LuedkeHyatt Hotels CorporationDirector of MarketingMichael O'FallonJames Madison UniversityDirector of Member ServicesEric BrownIowa State UniversityDirector of NetworkingAjay AluriWest Virginia UniversityPUBLISHED CASESDoes Generation Y Want to Inherit Their Parents' Timeshare?Case Study.XXTeaching Note.XXby Jennifer Redditt, Fevzi Okumus and Amy M. GregoryCreating a Gender-Neutral Environment in the Hospitality Industry ThroughGrowth and UnderstandingCase Study.XXTeaching Note.XXby Donald G. Schoffstall, Jacquline D. Stokes-Alves, Azia M. Monteiro and Ryan GiffenPandox—A Hotel Owner-Operator's Smorgasbord of OptionsCase Study.XXTeaching Note.XXby Rob van GinnekenManaging Revenues in Macau’s Casino Resorts through turbulent times: A Case ofthe “New Normal”?Case Study.XXTeaching Note.XXby Candy, Mei Fung, Tang, Billy, Ut Lon, Im and Brian E. M., KingManaging Food Safety Errors: A case study of Chipotle Mexican GrillCase Study.XXTeaching Note.XXby Priyanko Guchait, Sujata Sirsat, Jay Neal and Jeanna L. AbbottMarijuana Legalization and its Impact on Hotel OperationsCase Study .XXTeaching Note.XXby Jackson Lamb, Robert (Bob) Farmer and Jacob ThinnesRetaining Management TalentCase Study.XXTeaching Note.XXby Robert M. O’Halloran and Kyle SmithDirector of ResearchQu XiaoThe Hong Kong Polytechnic UniversityVolume 6, Number 2
The ICHRIEJOHNSON & WALESCase Study Competition& Publication Seriesis made possible by a generous donation fromJOURNAL OF HOSPITALITY & TOURISM CASESEDITOR Marianna Sigala, University of South AustraliaEDITORIAL REVIEW BOARDRobert Bennett, Delaware County Community College Barry A. N. Bloom, Iowa State University Michael Collins, University of SanFrancisco Cynthia Deale, East Carolina University Dori Dennison, East Carolina University Mahmood A. Khan, Virginia Tech Parikshat Singh Manhas , University of Jammu Fredrick Mayo, New York University Brumby McLeod, College of Charleston CynthiaMejia, University of Central Florida Kevin S. Murphy, University of Central Florida Robert M. O'Halloran, East Carolina University Godwin-Charles Ogbeide, University of Arkansas, Fayetteville Fevzi Okumus, University of Central Florida H. G. Parsa, Universityof Denver CharLee H. Puckett, Johnson & Wales University Jan Roy, Kaplan University Jack Samuels, Montclair State University Donald Schoffstall, Johnson & Wales University Rai Shacklock, EuroCHRIE Sylvia Smith, Southern Illinois University NicholasThomas, DePaul University Jean-Pierre van der Rest, International University of Hospitality ManagementREVIEWERSApostolos Ampountolas, Cesar Ritz Colleges Switzerland Jane Boyland, Johnson & Wales University Nancy Caldarola, Food Training Group Chung Jee Fenn, Berjaya University College of Hospitality Hana Kabeleova Gala, South Seattle Community College Deborah J. Johnson, The PRIVATE Hotel School Sowmya Kishore, Centennial College Kevin N. Kovalycsik, Vancouver Community College Ming-Lun (Miranda) Lee, Universityof New Heaven Kunsoon Park, South Dakota State University Sean T. Ruane, Shannon College of Hotel Management Germaine Angelica Salvador, University of Philippines Sheila Scott, Texas Tech University Bill Thibodeaux, Nicholls State University Rex Warren, Johnson & Wales University Alistair Williams, Johnson & Wales University2Volume 6, Number 2
abstractsMaking the Case for DineSafe: Incorporating Analyticsinto Managerial Decision-making in the HospitalityClassroomPandox—A Hotel Owner-Operator's Smorgasbord ofOptionsBy Heather Monteiro and Daniel McLeanThis case study discusses Pandox, a large Swedish hotel owner and operator, listed on the Nasdaq Stockholm exchange. The business model canbe described as pragmatic: there is a clear focus on property ownershipand leasing out to operators, but the company also engages in operationsthemselves - independently or as a franchisee, or as the principal in a management agreement, and, more recently, as a lessee-operator. This makesPandox a prime case subject for teaching students the principles of the widearray of ownership and operator structures in the hotel industry today.This case study involves the application of data analysis to business-decisionmaking in the hospitality graduate classroom. This advanced case study,intended for graduate students, involves using market research analysisto inform the decision to continue investing in a new product’s researchand development. The intent of the study is to cultivate and engage criticalthinking skills over a period of four hours of instruction time and an outputof a written report per student pair or team.Keywords: Decision making, analytics, critical thinking, quick service restaurants, innovationDoes Generation Y Want to Inherit Their Parents'Timeshare?By Jennifer Redditt, Fevzi Okumus and Amy M. GregorySet in the context of a dynamic growth sector of the lodging industry, thiscase explores the significance and an impending issue of the timeshareindustry - whether Generation Y is interested in inheriting their parent’stimeshare. Generational theory and characteristics of Baby Boomers, timeshare owners, and Generation Y, timeshare heirs, are discussed. The casestudy reviews options for timeshare companies to address Generation Yconsumers who are expected to inherit their parent’s timeshares. Optionsfor Baby Boomers to sell their timeshares are also explored.Key Words: Timeshare, Resale, Generation Y, Baby BoomersCreating a Gender-Neutral Environment in the HospitalityIndustry Through Growth and UnderstandingBy Donald G. Schoffstall, Jacquline D. Stokes-Alves, Azia M. Monteiro and RyanGiffenTransgender, a term likely unfamiliar to some, is extremely relevant for somany others who themselves are employees and customers in the hospitality industry. The purpose of this case study is to present a detailed andunique look at how employee and manager actions and reactions mayaffect hospitality and tourism businesses by focusing on the rights of LGBTindividuals, specifically those who identify as transgender. This case studyhighlights key points of this current and relevant topic, by providing multiple opportunities for students to learn from, develop an understanding for,and practice with managerial decisions.Key Words: Transgender, Workplace challenges, Equality, Discrimination,MotivationBy Rob van GinnekenKeywords: Hotel operating structures; management agreements, brandsManaging Revenues in Macau’s Casino Resorts throughturbulent times: A Case of the “New Normal”?By Candy, Mei Fung, Tang, Billy, Ut Lon, Im and Brian E. M., KingIn terms of expenditures, Macau SAR is now the world’s biggest gamingdestination. However, it is currently experiencing the first downturn ingaming revenues since the liberalization of the SAR’s casino sector in 2002.The downturn coincided with the Chinese government’s implementationof its tough anti-corruption measures in 2014 and was both sudden andsubstantial. At the time of writing Macau’s tourism supply continues togrow with demand lagging far behind. A plethora of developments is underconstruction, and a full market recovery it unlikely before these projectsare complete. The ever-intensifying competition is increasing the importance that businesses attach to managing revenues to achieve competitiveadvantage. This case study places a spotlight on the tactical challengesconfronting management in a highly competitive market where a strategicapproach to revenue management is urgently required.Key Words: Revenue Management, Casino Resort, Macau, Rate Positioning, Target Market, Competitive SetManaging Food Safety Errors: A case study of ChipotleMexican GrillBy Priyanko Guchait, Sujata Sirsat, Jay Neal and Jeanna L. AbbottFood safety errors can have disastrous consequences on a company’sprofitability, image, and loss of lives. Therefore, it is critical that hospitalitymanagers, employees, and students understand the importance of foodsafety and methods to implement best practices. Using the example of Chipotle Mexican Grill foodborne illness outbreaks, this case study highlightswhen, where, and how food safety errors occurred in this specific instance.This case study encourages critical thinking about food safety errors occur,causes of such errors, and how to detect, resolve, and prevent errors. In addition, the goal of the case study is for the audience to learn skills required foreffective management of food safety errors, and identify training techniquesthat can be used to develop such skills.Key Words: Error management, Food safety, Foodborne illness outbreak,Food safety culture, Chipotle Mexican GrillJournal of Hospitality & Tourism Cases3
abstractsMarijuana Legalization and its Impact on Hotel OperationsBy Jackson Lamb, Robert (Bob) Farmer and Jacob ThinnesThis case study examines the effects that the legalization of marijuana hashad on certain aspects of hotel operations in the state of Colorado sinceits inception on January 1, 2014. Specific topics include guests’ perceptionof marijuana laws and the frequency of smoking violations, as well as theinvestigation of respective policies and documentation methods used atvarious properties throughout the state of Colorado. These findings areanalyzed to explore the impact of marijuana legalization on current hoteloperations and the effect it will have in years to come.Key Words: marijuana, hotel operations, hotel smoking policies, legalization, smoke-free status, Federal banking lawsRetaining Management TalentBy Robert M. O’Halloran and Kyle SmithWhen experienced hotel managers are successfully retained in an organization, they bring a wealth of knowledge and experience to a property. Oneof the biggest issues for an organization is retaining talented managers in avery competitive market. This case study will focus on human resource functions and their relationship to retention and turnover in the lodging sector.The goal of this case is to identify retention factors and action steps to retainvaluable employees. More specifically the reader should be able to defineand discuss retention and its related issues and how organizations can keepproductive employees. The case presents a situation in which the leadershipof a hotel wants to rethink their human resource practices for one valuableemployee and plan to retain others as they go forward.Key Words: experience, management, retention, talent, turnover4Volume 6, Number 2
editorialProfessor Marianna SigalaUniversity of South AustraliaChair, ICHRIE Johnson & Wales Case Study Competition & Publication SeriesEditor, Journal of Hospitality & Tourism CasesDear ICHRIE members and esteemed colleagues,Achievements in 20162016 represents a very successful year for both the ICHRIE Johnson& Wales Hospitality & Tourism Case Study Competition and JHTC ! self-sustained in the future and able to attract sufficient case studies. Inrelation to previous years, 2016 also attracted more submissions fromEurope, Australia and Asia, which also highlights the growing internationalization of these two projects. To continuously support and encourageinternational scholars to get engaged with the competition and thethe ICHRIE Johnson & Wales Hospitality & Tourism Case StudyJHTC, case study workshops were organized again during the 2016Competition has attracted a record number of 33 case studies,EuroCHRIE conference in Budapest and in 2017 APacCHRIE conferencewhich is the greatest number of case studies submitted to thein Bali, Indonesia. The case study workshops delivered by me and manycompetition since it started in 2011other experts that happily volunteered to help aimed to train scholarstwo case studies were submitted directly and only to the JHTC,how to write and review case studies as well as how to use them in classbut the case study competition managed to provide numerousfor educational purposes. If you would like to get involved in the futuregood case studies for publication in the JHTCorganization of a case study workshop, please do not hesitate to contactThe competition has managed to keep and even increase the warmme for more information. In addition, I also aim to record and releasesupport and interest from our community. It seems that a record numbertwo video talks through the CHRIE website explaining and giving moreof authors have managed to meet the competition deadline and submitinformation to scholars how to write and submit case studies, but alsotheir case study to the competition on time. This might also explain thehow to use and integrate them into their teaching. The video talks willvery few submissions to the JHTC that followed later. It seems that sobe available online at the CHRIE website, so that we can hopefully reachfar JHTC is not in a position to be self-sustained by attracting enoughand help more potential authors to get aware of this opportunity andsubmissions on its own, but at least the competition represents a gooddevelop their skills to write and submit case studies.source of case studies for the journal.My sincere thanks to all those who have taken time and effort tosubmit a case study !News about the ICHRIE Johnson & WalesHospitality & Tourism Case Study Competition &the JHTC during 20162016 has been the fifth successful year of the I-CHRIE Johnson &Wales Hospitality & Tourism Case Study Competition and PublicationSeries and it has resulted in: many awards and public recognition to thewinners; the submission of the greatest ever number of quality casestudies so far; and the publication of five volumes (each volume consisting of 4 issues) of the Journal of Hospitality & Tourism Cases (JHTC). It isalso great that both the quantity and the quality of the submitted casestudies are improving every year, which is reflected in the continuoushigh acceptance rates and the high evaluation scores of the case studies.The increasing number of case study submissions also mean thatwe continuously need a greater number of competent scholars to helpwith the review and evaluation process of case studies. Thus, I am always looking for new scholars to volunteer and act as reviewers of casestudies. Case study reviewers are always recognized for their efforts andtime by becoming members of the editorial board and committee ofthe case study competition and the JHTC (provided that the reviewersare also ICHRIE members, otherwise they are solely recognized by theirname without inclusion in any committee / board). In addition, we alsoprovide Best Reviewers’ Certificates in order to recognize and awardthose reviewers that have demonstrated an outstanding performance inreviewing case studies for both the competition and the JHTC. The BestReviewers’ Certificates are presented to the winners during the annualICHRIE summer conference. The Best Reviewers’ Certificates is also another good way to recruit but also motivate existing reviewers to providequality and constructive evaluations. The recognition and support to ourThe sixth edition of the competition has attracted 33 case studyreviewers are important, since the effective management of the reviewsubmissions, while during the 2016, another two case studies haveand evaluation process of the case studies is at the heart of maintainingbeen submitted directly and solely to the JHTC. It seems that the ICHRIEthe quality standards of the competition and the JHTC.competition continues to be the major source of submissions for theJHTC, and so, increased efforts are still required to try to make the journalJournal of Hospitality & Tourism Cases5
Aims and information about the ICHRIE Johnson& Wales Hospitality & Tourism Case StudyCompetition and the JHTCCase studies provide innovative ideas, business (best) practices, professional dilemmas, and lessons learned from the tourism and hospitalityreality. In this vein, case studies are an invaluable source of knowledgefor educators, professionals and researchers alike. Simultaneously, casestudies can nurture and strengthen knowledge exchanges betweenresearch, education and industry. Overall, case studies are also a fruitfuland valuable tool that can significantly enhance the quality of both theprocess and the outcomes of the teaching & learning methods.In this vein, the aims of the case study competition andthe JHTC include the following: enhance the servic
ing, Target Market, Competitive Set Managing Food Safety Errors: A case study of Chipotle Mexican Grill By Priyanko Guchait, Sujata Sirsat, Jay Neal and Jeanna L. Abbott Food safety errors can have disas
