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Guest Service Management Processes and Outcomes Roundtable

September 10 - 11, 2009 Statler Hotel

The source for hospitality industry research Shaping the global knowledge base in hospitality by linking academics and industry.

537 Statler Hall · [email protected] · 607.255.9780

www.chr.cornell.edu

AIG Global Real Estate Investment · Davis & Gilbert LLP · Deloitte & Touche USA LLP · Denihan Hospitality Group · eCornell & Executive Education · Expedia, Inc. · Four Seasons Hotels and Resorts · Fox Rothschild LLP · French Quarter Holdings, Inc. · FX Real Estate and Entertainment, Inc. · HVS · InterContinental Hotels Group · Jumeirah Group · LRP Publications · Marriott International, Inc. · Marsh's Hospitality Practice · Mobil Travel Guide, Inc. · PricewaterhouseCoopers · Proskauer Rose LLP · SAS · Smith Travel Research · SynXis, a Sabre Holdings Company · Thayer Lodging Group · Thompson Hotels · Travelport · WATG · WhiteSand Consulting

4Hoteliers.com · American Tescor, LLC · Argyle Executive Forum · Cody Kramer Imports · Cruise Industry News · DK Shifflet & Associates · ehotelier.com · EyeforTravel · Gerencia de Hoteles & Restaurantes · Global Hospitality Resources, Inc. · Hospitality Financial and Technology Professionals · hospitalityInside.com · hospitalitynet.org · Hospitality Technology Magazine · Hotel Asia Pacific · Hotel China · HotelExecutive.com · Hotel Interactive · Hotel Resource · HotelWorld Network · International CHRIE · International Hotel Conference · International Society of Hospitality Consultants (ISHC) · iPerceptions · Lodging Hospitality · Lodging Magazine · Milestone Internet Marketing, Inc. · MindFolio · Parasol · PhoCusWright, Inc. · PKF Hospitality Research · RealShare Hotel Investment & Finance Summit · Resort+Recreation Magazine · RestaurantEdge.com · Shibata Publishing Co. Ltd. · Synovate · The Lodging Conference · The Resort Trades · TravelCLICK · UniFocus · WageWatch, Inc. · WIWIH.COM

American Airlines Admirals Club · General Growth Properties, Inc. · job.travel · McDonald's USA · Philips Hospitality · Southern Wine and Spirits of America · Taj Hotels Resorts and Palaces · TIG Global Partners

Senior Partners

Friends

2009 Guest Service Management Processes and Outcomes Roundtable

Thursday, September 10, 2009 n 6:00 ­ 7:00 p.m.

(396 Statler Hall)

AGENDA

Career Q & A with students Reception

n 7:00 ­ 9:00 p.m.

(3rd Floor Park Atrium)

Friday, September 11, 2009 n 8:00 ­ 9:00 a.m.

(Ballroom)

Breakfast Employee Engagement: Do Happy Employees Mean Happy Customers?

Facilitators: Rick Garlick and Alex Susskind

n 9:00 ­ 10:30 a.m.

(Ballroom)

n 11:00 a.m. ­ 12:30 p.m. Drivers of Guest Satisfaction and Repatronage Intentions

(Ballroom) Facilitators: Joe Cardador and Alex Susskind

n 12:30 ­ 1:30 p.m.

(Taylor)

Lunch

n 1:30 ­ 3:00 p.m.

(Ballroom)

Guest-Server-Exchange: A Look at Influences of Unit-Level Performance

Facilitators: Chadly Hortin and Alex Susskind

PARTICIPANTS

Robert Alter

Chairman, Sunstone Hotel Investors, Inc President, Seaview Investors, LLC PO Box 1500-4240 333 Bayside Drive Corona Del Mar, CA 92625

Chekitan Dev

Associate Professor Cornell University School of Hotel Administration 244 Statler Hall Ithaca, NY 14853-6902

Mark Campagnolo

photo not available

Sue Edinger

Director and General Manager Aurora Inn, Inc. 391 Main Street Aurora, NY 13026

Owner Boatyard Grill 525 Taughannock Boulevard Ithaca, NY 14850

Joe Cardador

Chief Research Officer Service Management Group 210 W. 19th Terrace Kansas City, MO 64108

Rick Garlick

Senior Director of Consulting and Strategic Implementation Maritz Research 1815 S. Meyers Road, Suite 600 Oakbrook Terrace, IL 60181

PARTICIPANTS

Chadly Hortin

Vice President Account Management Mindshare Technologies 310 East 4500 South, Suite 450 Salt Lake City, UT 84107

Bruce Reinstein

Chief Operating Officer Fresh City 145 Rosemary St, Ste C Needham, MA 02494

Stephen Lipinski

Visiting Lecturer Cornell University School of Hotel Administration 244 Statler Hall Ithaca, NY 14853-6902

Teresa Schultz

Operations Manager and Director of Legendary Service Dartcor Food Service 40 South Jefferson Road Whippany, NJ 07981

Kate Orlando

Operations Manager Dartcor Food Service 40 South Jefferson Road Whippany, NJ 07981

Alex Susskind

Associate Professor Cornell University School of Hotel Administration 250 Statler Hall Ithaca, NY 14853-6902

PARTICIPANTS

Gary Thompson

Professor of Operations Management Cornell University School of Hotel Administration 352 Statler Hall Ithaca, NY 14853-6902

Melissa Wayman

Research Manager Service Management Group 210 W. 19th Terrace Kansas City, MO 64108

Rohit Verma

Professor and Executive Director Center for Hospitality Research Cornell University School of Hotel Administration 338 Statler Hall Ithaca, NY 14853-6902

Robert Alter

Chairman, Sunstone Hotel Investors, Inc President, Seaview Investors, LLC

Robert Alter Sunstone Hotel Investors, Inc PO Box 1500-4240 333 Bayside Drive Corona Del Mar, CA 92625

Mr. Alter is the Chairman of Sunstone Hotel Investors based in San Clemente, California, a NYSE publicly traded Eeal Estate Investment Trust. He founded the company almost 20 years ago and took it public in 1995, but later led a management buyout with a real estate equity fund to take it private again in 1999 when capital was scarce in the real estate industry. In 2004, Sunstone went through another IPO as a liquidity event for the Westbrook Partners, a real estate opportunity fund. Sunstone Hotel Investors owns, develops, and renovates upscale and upper-upscale hotels in 15 states. The company owns interests in 44 hotels with an aggregate of 15,029 rooms primarily operated under nationally recognized brands such as Marriott, Hyatt, Hilton and Fairmont. Sunstone Hotel Investors has received numerous awards from the brands, including Developer of the Year from Marriott International. Mr. Alter has been an owner of hotels since 1976 when he struck out on his own at age 25 and used his savings to purchase a 28room hotel in Steamboat Springs, Colo. He is a past president of the Holiday Inn Franchise Association and a former member of the Marriott Franchise board. In March 2006, Mr. Alter

association for Intercontinental Hotels Group, Bob also served on the Board of Directors. He was on the Board of Directors of MINA, the association of Marriott franchise owners and operators. Currently, Bob is serving as Chairman of the Governmental Affairs Committee for the American Hotel & Lodging Association. Bob founded and was a Director of Buy Efficient, LLC, which is now a jointly owned venture between Sunstone Hotel Investors and Strategic Hotels & Resorts. Buy Efficient is an internet-based purchasing management platform with over 600 participating hotels and senior living properties throughout the United States and Canada. Bob is a graduate of the Cornell University School of Hotel Administration. Mr. Alter was a member of the Cornell University Council from 1999-2003 and was a Dean' Distinguished Lecturer at the Hotel School in 2001. Bob and Joni reside in Corona del Mar, California and collectively

received the Excellence in Entrepreneurship Award from the Orange County Business Journal and Ernst & Young. The award is designed to recognize dynamic individuals who exemplify the American entrepreneurial spirit. In June 2008, he received the Hospitality Innovator of the Year Award at the Leland C. and Mary M. Pillsbury Institute for Hospitality Entrepreneurship at Cornell University. Served as Past President of the IAHI, the franchise owners

have four grown children.

Mark Campagnolo

Owner Boatyard Grill

Mark Campagnolo Boatyard Grill 525 Taughannock Boulevard Ithaca, NY 14850

photo not available

Mark Campagnolo is a local Ithacan that grew up in a wellestablished, Italian family restaurant. Having completed his Hospitality degree, Mr. Campagnolo continued his career in the restaurant industry working for Bennigan's and T.G.I. Fridays at both the unit and corporate levels. He re-opened a local landmark, in Ithaca, Joe's Restaurant in January 1988. Joe's was consistently ranked among Restaurant Hospitality magazine's Top 500 Restaurants. After selling his interest in Joe's Restaurant, he developed The BoatYard Grill, a 300 seat restaurant and marina at the tip of Cayuga Lake. Quickly positioning itself as one of the highest grossing restaurants in upstate NY, BoatYard Grill was awarded the New Business of the Year award by Tompkins County Chamber of Commerce.

Joe Cardador

Chief Research Officer Service Management Group

Joe Cardador Service Management Group 210 W. 19th Terrace Kansas City, MO 64108

Joe Cardador is the Chief Research Officer for Service Management Group (SMG) (www.servicemanagement. com). SMG measures, reports, and consults on the employee and customer experience for many of the best known multiunit restaurant, retail, and service-based companies. SMG's services help companies focus on actionable steps to drive business performance. SMG's extensive database of consumer transactions enables our clients to benchmark results vs. industry standards and predicatively model the likely impact of suggested improvements. As Chief Research Officer, Joe oversees a research team of advanced degreed analytical experts focused on delivering actionable insights to clients. Joe's research interests are diverse but most recently have been focused on three primary issues: 1) 2) 3) Modeling the links between employee and customer Identifying best practices in survey design that Exploring changing consumer perceptions of value in experience and financial performance. contribute to greater survey response and improved data quality. the restaurant and retail industries. Joe has presented his research at annual conferences for the American Association for Public Opinion Research, the Academy of Management, and the Institute of Behavioral and Applied Management. He has authored numerous white papers on survey methodology and the implementation of customer experience measurement programs. His research and commentary have appeared in Quirks Marketing Research Review, Personality and Individual Differences, Communication Research, and the Journal of Business and Management. In addition to his 15 years of research and consulting work, Joe

has taught courses on testing and measurement, organizational behavior, and industrial psychology. Joe began his career as an Employment Training Specialist for Goodwill Industries where he received a Certificate of Special Congressional Recognition for his work providing job development and training for people with traumatic brain injuries. This work fueled Joe's interest in the way people experience and interact with organizations and led to his decision to pursue advanced degrees in this field. Joe earned both his Ph.D. in Industrial and Organizational Psychology and his MBA from Colorado State University, where he was the recipient of Graduate Student of the Year and Leadership Excellence and Academic Distinction (LEAD) awards. Cruz. He has a Bachelor's degree in Psychology from the University of California, Santa

Chekitan Dev

Associate Professor of Marketing and Brand Management Cornell University School of Hotel Administration

Chekitan Dev Cornell University School of Hotel Administration 244 Statler Hall Ithaca, NY 14853-6902

Chekitan S. Dev is associate professor of Marketing and Brand Management at the School of Hotel Administration. Dev's research has been published in several peer reviewed journals, including the Journal of Marketing. He has won all major hospitality research awards including the 2002 John Wiley award for lifetime contribution to hospitality and tourism research. Additionally, he has received several teaching excellence awards. Recognized as a leading authority on brand management, Dev has been interviewed by TIME, The Wall Street Journal, The New York Times, NBC Nightly News and National Public Radio. A former corporate executive with Oberoi Hotels International, he has served corporate, government, education, consulting and private equity clients in over 35 countries on five continents as consultant, seminar leader and expert witness. These include Disney, Rosewood, One , Four Seasons Mumbai, Ritz-Carlton Bali, Peninsula, Moevenpick, Marriott, Taj, Intercontinental, Hilton, Westin, Holiday Inn, Accor, Crystal Cruise Lines, YUM, Mercer, Deutsch Advertising and Breeden Capital Partners among others. Dev serves on the board of two hospitality companies.

Sue Edinger

Director and General Manager Aurora Inn, Inc.

Sue Edinger Aurora Inn, Inc. 391 Main Street Aurora, NY 13026

After graduating from the School of Hotel Administration at Cornell University, Sue began her hospitality career in Washington, DC with Guest Quarters Hotels, the first "all-suite" hotel chain in the country. During her tenure at Guest Quarters, Sue wore many different hats including Front Desk Manager, Housekeeping Manager, Sales Director, and Controller. As · · · In 1987, Sue left Guest Quarters to form Hospitality Partners, a hotel management company, based in Washington, DC and specializing in managing hotels in the mid-Atlantic region. As one of the principal owners and directors, Sue built and directed the Human Resources and Quality departments for Hospitality Partners. Sue earned her certification as a Quality Education Instructor from the Philip Crosby Association and her Senior Professional in Human Resources designation form SHRM while working for Hospitality Partners. In 1995, Inc. Magazine awarded Sue their prestigious "Positive Performer Award" in recognition of the service strategy training course she developed for Hospitality Partners. In keeping with her entrepreneurial spirit, Sue accepted an offer in 2003 from philanthropist and American Girl creator, Pleasant Rowland, to create an operating company to manage Wells College's newly restored historic commercial properties. As General Manager and Director of Aurora Inn, Inc., Sue built the team and developed the operating and marketing systems that now run the historic 19th century properties in Aurora, NY including: · · the chain grew, Guest Quarters added a Central Reservations department and tapped Sue to design and open this new department.

AuroraInn E.B.MorganHouse FargoBar&Grill VillageMarket Dorie'sBakeHouse

Sue has complete Profit and Loss responsibility for all five operations. In addition to her duties in Aurora, Sue is helping Tompkins Cortland Community College build their Hospitality Management program and is teaching a course in Hospitality Management Accounting. Sue lives in Skaneateles, NY with her husband, Bob, and three children, Emily, Jenna, and Joshua and is an active soccer and softball player.

Rick Garlick

Senior Director of Consulting and Strategic Implementation Maritz Research

Rick Garlick Maritz Research 1815 S. Meyers Road Suite 600 Oakbrook Terrace, IL 60181

Rick

Garlick

is

Director

of

Consulting

and

Strategic

Implementation for Maritz Research.

He has worked with

many Fortune 500 companies to translate research findings into actionable solutions with the goal of driving organizational growth and profitability. In addition to his client work, Rick also serves as an internal consultant for the design and execution of Maritz' various research initiatives. He serves a key role on Maritz' international leadership team guiding its employee measurement and training program. A great deal of his work has focused on the integration of brand values, employee engagement, and customer experience. The alignment of consumer and employer brands has been of particular interest. Rick has a diverse research background that includes extensive experience with employee engagement measurement and training, talent selection, brand research, customer satisfaction and loyalty programs, image and awareness research, as well as national polling studies. Before joining Maritz eight years ago, he spent seven years with The Gallup Organization. His research experience spans a number of other industries including utilities, manufacturing, hospitality, media, retail, and financial services. Prior to entering the private sector as a researcher and consultant, Rick spent a number of years as a university professor where he taught courses in research methods, statistics, marketing, communication, and psychology. During his years, as an academic, he was a frequent presenter and speaker at national and international conferences. He has published numerous articles in psychology and communication journals and appeared on national media outlets such as CNNfn, CNBC, Bloomberg Television, and National Public Radio. He received his Ph.D. from Michigan State in 1987.

Chadly Hortin

Vice President Account Management Mindshare Technologies

Chadly Hortin Mindshare Technologies 310 East 4500 South Suite 450 Salt Lake City, UT 84107

Chad has over 20 years of senior-level executive experience in technology design, consumer behavior analysis, product development and market creation. His focus has been in assisting companies to apply technology at the point of interaction with their customers to enhance the quality of each customer experience. His experience includes the design, deployment and training of complex expert system technologies in small and large organizations. As Vice President at Sterling Wentworth Corporation and then SunGard Data Systems he filled roles ranging from Client Services, to Product Management, to Account Management of Key Accounts. His expertise is in working closely with companies to insure that deployed technologies fit their organizational needs and then supporting companies to make sure that they achieve the maximum anticipated operational benefits from each solution. Chad has implemented and supported solutions with many Fortune 500 companies. His approach is to build collaborative teams both within and between companies so that unique and diverse skills and talents can be applied to identifying opportunities, implementing solutions and driving operational improvements. He has taught courses at Brigham Young University and provided corporate training for 100's of organizations. As Vice President of Account Management with Mindshare Technologies, Chad works with Mindshare's broad base of clients including Hertz, Firestone, McDonald's, Marriott, Arby's, Papa Murphy's, Service Master, Bob Evans, Brooks Brothers, Stanford University and over 100 other clients. He is responsible for all aspects of survey design, report design, system implementation, training design and delivery and analysis of customer and employee feedback data for all of Mindshare's clients across 25 different industries. He has presented at industry and company conferences on measuring and improving customer and employee satisfaction.

In his current role, Chad provides training on enterprise feedback programs, consults with companies on customer experience improvement initiatives and analyses and presents findings from enterprise feedback data for over 100 companies. He has recruited, trained and built a team of Account Managers that work with clients daily to collect quality customer and employee feedback, interpret and provide insights from the data and provide guidance in making operational improvements. Chad has a B.S. in Accounting from the University of Utah and MBA and Law Degrees from Brigham Young University.

Stephen Lipinski

Visiting Lecturer Cornell University School of Hotel Administration

Stephen Lipinski Cornell University School of Hotel Administration 244 Statler Hall Ithaca, NY 14853-6902

Steve is a Lecturer at The School of Hotel Administration at Cornell and President and Principal Broker of Stephen Lipinski Associates, a commercial real estate and business consulting company located in Ithaca, New York. A 1972 graduate of the Hotel School, Steve taught Principles of Food Chemistry and their applications to the commercial kitchen before embarking on a 25 year career as an independent restaurant operator in Ithaca, NY owning a full service sociable eatery and various pizza and sandwich concepts. Selling all his business interests in the mid-90's, he started Stephen Lipinski Associates which he continues to successfully operate with a number of associates including Philippus Miller III '84, the former Director of Alumni Affairs at the Hotel School. In 2008 Steve was afforded the opportunity to return to the School as a Visiting Lecturer, instructing HA1106, Introduction to Foodservice Operations. In his personal life, Steve works closely with, and sits on the Boards of Directors of many local and state organizations that serve individuals that are differently-abled, two of which are The Franziska Racker Centers and Cerebral Palsy Associations of NYS. Steve never left Ithaca after graduating and resides in Etna, NY with his wife Kathryn.

Kate Orlando

Operations Manager Dartcor Food Service

Kate Orlando Dartcor Food Service 40 South Jefferson Road Whippany, NJ 07981

After putting herself thru college at Fairleigh Dickenson University by waitressing at a local restaurant, Kate graduated in 1987 with an associate's degree. Kate followed her passion for the business and attended the New School's "New York Restaurant School". There she studied all aspects of the food industry including pastry, butchering & management. Kate married her high school sweetheart after graduating from the NYRS and started working in NYC restaurants. Once her children were born in 1991, Kate left the heat of the kitchens and became the catering director for an off premise caterer. There she found another challenge and passion in creating parties and planning the logistics for events ranging from intimate dinner parties to elaborate weddings. Her current position as Operations Manager with Dartcor Foodservice affords her the opportunity to utilize her talent and expertise in managing all aspects of the Café in a Class A office complex as well as all catering, holiday and special events for Fortune 500 Companies. Kate is married with 2 children in college. Her hobbies include: skiing & hiking, watching football and lacross games.

Bruce Reinstein

Chief Operating Officer Fresh City

Bruce Reinstein Fresh City 145 Rosemary St, Ste C Needham, MA 02494

Bruce Reinstein is Chief Operating Officer of Fresh City, a successful and fast growing restaurant company featuring a fresh food marketplace where the food takes center stage. Founded in 1997 and under Mr. Reinstein's leadership, Fresh City has successfully become an award winning, favorite fast-casual destination that is poised for national expansion. With acclaims including the 2002 "Hot Concepts" award by Nation's Restaurant News presented in Chicago at the National Restaurant show, Fresh City has evolved through strategic branding including the institution of a new community-centered marketing campaigns, the implementation of cutting-edge training programs, and the development of over 70 unique fusion-based menu items. Today, Fresh City can be found throughout New England offering a wide assortment of freshly made-to-order menu items, including salads, burritos, sandwiches, stir-fry dishes and smoothies in a comfortable yet energized atmosphere. Under his guidance, Fresh City has embarked on an aggressive growth plan calling for the opening of regional franchise and licensed locations throughout the US. Current relationships include six locations licensed to McDonald's in Massachusetts and Connecticut and open since 2003, a license agreement for Logan Airport which is open and the first of 40 locations open in the Virginia market in 2009. Additional regions are currently in various stages of negotiation.

Hotels as a work-study student while attending the School of Hotel Administration at Cornell University. Upon graduation, he was in involved in managing and opening restaurants for Hyatt throughout the country. Mr. Reinstein left Hyatt in 1981 to join Souper Salad, a family owned business, where he developed and directed the company's product development, menu planning and purchasing programs. He also was responsible for the development of new locations, including equipment layout, design & engineering. With his extensive background in the restaurant industry, Mr. Reinstein sits on many panels and speaks in front of wide audiences throughout the country. He currently serves as a Director of the Massachusetts Restaurant Association, sits on the Schwan's National Advisory Board, the Nations Restaurant News Health & Nutrition Advisory Board and is a proud and active alumnus of Cornell University. Mr. Reinstein currently resides in Needham, MA and has a son

Fresh will be continuing it's local growth and will be focusing on hospitals and universities over the next few years in additional to it's current traditional locations. Mr. Reinstein began his hospitality industry career with Hyatt

and daughter.

Teresa Schultz

Operations Manager and Director of Legendary Service Dartcor Food Service

Teresa Schultz Dartcor Food Service 40 South Jefferson Road Whippany, NJ 07981

Teresa's career and passion with food can be attributed to her earliest job working on her family's farm in Hunterdon County, NJ. Creating new recipes with the abundance of fresh fruit and vegetables from the farm inspired Teresa to expand her knowledge of fresh foods. She became an accomplished Baker and then started working various positions in corporate food service for several companies. Teresa came to Dartcor via an acquisition in 2000 and was named the Dartcor Employee of the Year in 2002. She was promoted to our café management team in 2003 and was named the Dartcor Manager of the Year in 2006. In 2008 Teresa was promoted to our Corporate Management Team. Our mission is to be the premier food service company known for its culinary expertise, legendary service and innovative solutions. Throughout her career Teresa has excelled in providing legendary customer service and now is in charge of training all Dartcor employees in our signature D.A.T.E.S. (Dartcor's Approach To Excellent Service) program. Teresa is involved in a local charity "Friends of Suzanne". Her specific involvement is with the "Friends Fur Life" program which trains dogs to be companions for cancer patients. Teresa's chocolate Labrador retriever, Cooper, has completed his certified training and visits patients regularly. Another of Teresa's hobbies is researching her family tree. With help from her mother and grandmother, Teresa has traced her heritage back to the 1700's. She is a true "Daughter of the Revolution". Teresa lives in Clinton, NJ with her husband Chet.

Alex Susskind

Associate Professor Cornell University School of Hotel Administration

Alex Susskind Cornell University School of Hotel Administration 250 Statler Hall Ithaca, NY14853-6902

Alex M. Susskind is an associate professor at the School of Hotel Administration and a member of the Graduate Field of Communication at Cornell University. He earned his PhD in communication from Michigan State University with cognates in organizational communication and organizational behavior where he also earned his MBA with a concentration in personnel and human relations. Susskind's research is based primarily in organizational communication and organizational behavior. He is currently researching: (a) the influence of customer-service provider interaction as it relates to organizational effectiveness and efficiency from the perspective of guests, employees and managers; and (b) the influence of communication relationships upon individuals' work-related attitudes and perceptions surrounding organizational events and processes such as teamwork and downsizing.

Gary Thompson

Professor of Operations Management Cornell University School of Hotel Administration

Gary Thompson Cornell University School of Hotel Administration 352 Statler Hall Ithaca, NY 14853-6902

Gary M. Thompson is a tenured Professor of Operations Management in the School of Hotel Administration at Cornell University, where he teaches graduate and undergraduate courses in service operations management. Prior to joining Cornell in 1995, he spent eight years on the faculty of the David Eccles School of Business at the University of Utah. He holds a B.Sc. with First Class Honours from the University of New Brunswick, an M.B.A. from the University of Western Ontario, and a Ph.D. in Operations Management from The Florida State University. His current research focuses on restaurant revenue management, food and beverage forecasting in lodging operations, workforce staffing and scheduling decisions, wine cellars, scheduling conferences, and course scheduling in postsecondary and corporate training environments. His research has appeared in the Cornell Hospitality Quarterly, Decision Sciences, the Journal of Operations Management, the Journal of Service Research, Management Science, Naval Research Logistics, Operations Research, and other journals. He has consulted for several prominent hospitality companies and is the founder and president of Thoughtimus® Inc., a small software development firm focussing on scheduling products. From July 2003 through June 2006 he served as Executive Director of the school's Center for Hospitality Research.

Rohit Verma

Professor and Executive Director, Center for Hospitality Research Cornell University School of Hotel Administration

Rohit Verma Cornell University School of Hotel Administration 338 Statler Hall Ithaca, NY 14853-6902

Rohit Verma is a Professor of Service Operations Management at the School of Hotel Administration, and also serves as the Executive Director for the Center for Hospitality Research (CHR). Prior to joining Cornell faculty, he was the George Eccles Professor of Management, David Eccles School of Business at the University of Utah. He has also taught MBA and executive development classes at several universities around the world including DePaul University, Chicago, IL, University of Sydney, Australia, Norwegian School of Logistics, Norway, Helsinki School of Economics, Finland, and Indian School of Business, India. His research interests include new product/service design, quality management and process improvement, and operations/ marketing interrelated issues. He has published over 50 articles in prestigious business journals such as California Management Review, the Cornell Hospitality Quarterly, Decision Sciences, Journal of Operations Management, Journal of Product Innovation Management, Journal of Service Research, MIT Sloan Management Review, Production and Operations Management, and other journals. His research has been supported by numerous well-respected organizations around the world, such as Fairmont, Raffles, and Swissôtel (Singapore); Hammerson and NCR Knowledge Lab (UK); Citycon (Finland); Siemens and Fraport (Germany); Wiener Konzerthaus (Austria); and, in the United States, American Express, Calvin Klein, CSFB, eBay, First Chicago, General Growth Properties, HSMAI, Neiman Marcus, and the U.S. Forest Service. Verma has received several teaching and research awards including the "Skinner Award For Early Career Research Accomplishments" from the Production and Operations

Management Society; "Spirit of Inquiry Award" the highest honor for scholarly activities within DePaul University; "Teaching Innovation Award" DePaul University; and "Doctoral faculty Teaching Award" University of Utah. He serves as the academic editor of the CHR's managerial report series; associate editor of Journal of Operations Management, and Decision Sciences; senior editor of Production and Operations Management; and editorial board member of Journal of Service Research, and the Cornell Hospitality Quarterly.

Melissa Wayman

Research Manager Service Management Group

Melissa Wayman Service Management Group 210 W. 19th Terrace Kansas City, MO 64108

Melissa is a Research Manager at Service Management Group, a market research firm that specializes in customer and employee satisfaction measurement for multi-unit restaurants and retailers. She supervises a team of research analysts who provide recommendations and insight based on analysis of customer satisfaction data. Melissa earned her Bachelor's degree in psychology and English at Doane College in Crete, NE, and her Master's degree in social psychology from the University of California, Santa Barbara.

2009 Guest Service Management Roundtable Notes

2009 Guest Service Management Roundtable Notes

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