Faculty in the News
Stuck With a Pricey Hotel Reservation? Maybe You Can Sell It (The New York Times, May 2016)
"It's definitely not going away," said Christopher Anderson, associate professor of services operations management, about the practice of reselling nonrefundable hotel-rooms reservations. "Automatically canceling and rebooking is scarier to hotels because it has an adverse effect on pricing and profitability."
Uber to riders: Tips are still optional (San Francisco Chronicle, April 2016)
"I think Uber went out of its way (from its beginning) to discourage tipping because it fits their business model," said Michael Lynn, the Burton M. Sack '61 Professor in Food and Beverage Management. "They want to be all about convenience and to appeal to the sizable segments of the population that don't really want to tip."
Airports Create Hotel Complexes, Aiming to Become Destinations (The New York Times, October 2015)
Steve Carvell, associate dean for academic affairs, addresses the trend of airports getting into the hotel business. "San Francisco, New York, Denver, and Atlanta are all international gateway airports," and have gotten the message "to make the airport a destination in and of itself."
Who’s the Boss When You Work for a Franchise or Contractor? A Trade-Off for Large Franchises and Companies (The New York Times, September 2015)
In a New York Times debate piece, Arturs Kalnins, associate professor of strategy, discusses the labor implications of evolving franchisor/franchisee duties. "If franchisors want to avoid being considered a joint employer, all they have to do is stay out of franchisees' decisions about their workers and workplaces."
Cathy Enz, the Lewis G. Schaeneman Jr. Professor of Innovation & Dynamic Management, discusses the role of innovation in hotels, and how the industry must foster and encourage it. "Commercializing new ideas means rethinking, reinventing, and modifying the status quo—it's not about what worked yesterday."
No Need to Call the Front Desk, Just Send a Text (The New York Times, June 2015)
Reneta McCarthy, senior lecturer in services operations management, urges hotels to be judicious in their use of texting to communicate with customers. "One thing that's critical is making sure that the hotel does not text too frequently. How many texts is appropriate? And should the first text that is sent to someone ask that person if they are O.K. with the business texting them?"
Howard Chong, assistant professor of services marketing, is the principle investigator behind one of eleven projects chosen as Academic Venture Fund (AVF) award recipients for 2015. His project—"Real Savings from Home Retrofits"—seeks to compile real-world data on energy savings achievedby retrofitting homes.
Hotels make high-tech part of high-class (CBS News, May 2015)
Mona Anita K. Olsen, assistant academic director of the Leland C. and Mary M. Pillsbury Institute for Hospitality Entrepreneurship and visiting assistant professor of management and organizational behavior, says that while use of technology can set hotels apart from competitors, it has to be done well to avoid detracting from the overall service experience.
Once a TA, Cheryl Stanley '00 takes over SHA's venerable Intro to Wines class (Cornell Alumni Magazine, May/June 2015)
Cheryl Stanley '00, lecturer in food and beverage management, continues an SHA tradition, teaching Intro to Wines, having once served as a TA for the course.
Hotels Embrace Sustainability to Lure Guests and Cut Costs (The New York Times, April 2015)
Rohit Verma, Singapore Tourism Board Distinguished Professor in Asian Hospitality Management, says hotel guests who participate in sustainability programs are generally more satisfied with their stay.
Why some restaurants are doing away with tipping (The Washington Post, April 2015)
Although research by Professor Michael Lynn—Burton M. Sack '61 Professor in Food and Beverage Management—indicates tips don’t necessarily motivate waiters to perform better, he says tipping is too ingrained in restaurant culture to go away.
Drawing upon the senses leads to good wine memories (Cornell Chronicle, April 2015)
Thinking in pictures and shapes—rather than mere words—will lead to improved consumer sensory memories about wine, said Kathy LaTour, associate professor of services marketing.
Uber picks up more corporate business (Marketplace, April 2015)
Commenting on the increasing popularity of ride-sharing provider Uber among corporate customers, Rohit Verma—Singapore Tourism Board Distinguished Professor in Asian Hospitality Management—says that since they’re not spending their own money, business customers are generally more focused on convenience than price.
Conference Centers Offer Companies Meeting Space Without Strings (The New York Times, April 2015)
Steve Carvell, associate dean for academic affairs and academic director of the Leland C. and Mary M. Pillsbury Institute for Hospitality Entrepreneurship, asks "How are hotels going to respond?" given the rising popularity of standalone conference centers.
Leonardo DiCaprio Builds an Eco-Resort (The New York Times, April 2015)
"No hotel can be truly sustainable because you have to fly to get there," comments Jan Katz, senior lecturer in management and organizational behavior, on ecotourism.
Why McDonald's Wage Hike Won't Help Most Of Its Employees (Yet) (Time, April 2015)
Dave Sherwyn, John and Melissa Ceriale Professor of Hospitality Human Resources and academic director of the Cornell Institute for Hospitality Labor and Employment Relations, says the McDonald's decision to make a public statement about its new wage policy illustrates how quickly discussions about low-paying jobs have shifted recently.
10%? 20%? Apps Are Changing How We Tip (The New York Times, March 2015)
"The big issue here is that this is putting a new social pressure on customers," Professor Michael Lynn, Burton M. Sack '61 Professor in Food and Beverage Management and professor of services marketing, said of tipping apps. "It's up to me to leave the change in the tip jar, or not. Yet when you turn the screen around and I have to explicitly click 'No Tip' in front of you, that's a lot harder."
Voices: At Cornell, learning about wine is serious business (USA TODAY, March 2015)
Cheryl Stanley '00, lecturer in food & beverage management—who teaches Introduction to Wines—discusses the course format, and the value of knowing wine as a life skill.
Will A Tipped-Wage Hike Kill Gratuities For New York's Waiters? (NPR, February 2015)
"Customers will look at the menu price, and because it's higher, they'll think you're more expensive," said Michael Lynn, Burton M. Sack '61 Professor in Food and Beverage Management, as restaurants experiment with paying servers hourly wages, eliminating tipping, and making up the difference with higher prices.
CORNELL CLOSE-UPS | Professor Cheryl Stanley '00: The Woman Behind the Wine (The Cornell Daily Sun, February 2015)
Cheryl Stanley '00, lecturer in food & beverage management, teaches one of the most popular courses at Cornell: Hotel Administration 4300: Introduction to Wines, open to all students age 18 and over, from all majors across the university. Through the course, Stanley spends each semester sharing her extensive knowledge of, and passion for, wine.
$3 Tip on a $4 Cup of Coffee? Gratuities Grow, Automatically (The New York Times, January 2015)
Tipping as an American practice stretches back centuries. "There are records of George Washington and Thomas Jefferson giving tips to their slaves," said Professor Michael Lynn, who has studied changes in tipping habits. In the 1940s, he said, the average restaurant tip was about 10 percent. "It's very clear that tip sizes have increased over time," he said.
Why This New McDonald’s Lawsuit Could Be Big Trouble for Fast Food (Time, January 2015)
"This is the tip of the iceberg," said Professor Dave Sherwyn of a case arguing corporate responsibility for franchisee actions. "The next step is going to be in discrimination litigation and wage and hour litigation."
From Gluten-Free Beer to Kombucha, Alcohol Options for Health-Conscious Drinkers (CNBC, January 2015)
"There's gluten-free beer, seaweed beer, beet beer, all kinds of fruit beer," said Giuseppe Pezzotti, senior lecturer. "They've been around, but they've been local." Now, "you're seeing them all over the place."
Foreign language skills a key need for surging tourism (The Nation, January 2015)
A University of Minnesota professor mentions SHA as a highly regarded exception to widespread academic marginalization of tourism.
Jalopy-driving waitress gets tip of a lifetime: a shiny car (NBC News, December 2014)
"It's wonderful that there are people out there who do things like this," said Mike Lynn, Burton M. Sack '61 Professor in Food and Beverage Management and professor of services marketing. "It's human nature to identify and try to help real people."
PKF-HR Forecasts Broad-Based RevPAR Growth (CNBC, December 2014)
"Moody's Analytics, our economic forecasting agent, projects that the U.S. is on track to reach full employment by 2016," said Jack Corgel, Robert C. Baker Professor of Real Estate and Director of Graduate Studies for the Baker Program in Real Estate.
Study: Restaurant Customers Favor Payment Technology (The Cornell Daily Sun, November 2014)
Profs. Kimes, Verma, & McCall comment on the proliferation of payment technology & benefits to proprietors and patrons.
Dual-degree program with CEIBS poised to bolster tourism (CNBC, October 2014)
"These graduating students are expected to take executive positions in both US- and China-based hospitality, travel, and tourism companies," said Professor Rohit Verma of the recently announced dual-degree collaboration between SHA and CEIBS. "They will be uniquely qualified to cater to the needs and preferences of visitors from each country to the other."
Why Jewelry Stores Hide The Price Tags (NPR, September 2014)
"If I reject the item, it looks as though it's too expensive for me, that I'm not as wealthy or generous as I might want to appear," said Professor Michael Lynn.
Envelopes in Marriott hotels invite tips for maids (U.S. News & World Report, September 2014)
"30% of people stiff the maid," says Professor Michael Lynn, commenting from his research on hotel tipping.
SHA professor weighs in on LeSean McCoy tip debacle (Fox News, September 2014)
"Unless there's a really egregious problem, you should be tipping," said Professor Michael Lynn, while also scrutinizing the restaurant owner's actions: "Is it good business practice? No. No one wants to go to a restaurant that humiliates its customers."
Tips Don't Add Up for Most Waiters and Waitresses (The Wall Street Journal, August 2014)
As Professor Michael Lynn points out, the erratic and often poverty-level realities of tip-based pay means servers may have difficulty qualifying for a car loan or mortgage.
Franchisors Fear Labor’s Big Mac Win (Time, July 2014)
Professor David Sherwyn commented on a ruling moving the fine line between a corporation's control of its franchise and the former's legal liability for the latter's actions.
'Green' is a wash in the hospitality industry: could we be doing more? (The Guardian, July 2014)
Professor Rohit Verma explained that while "greening" hotels doesn't increase demand, it does improve customer satisfaction, and investors are interested because it reduces costs.
Does new-tech tipping trick you into paying more? (KPCC-FM, June 2014)
Professor Michael McCall was a guest on a radio show that explored possible effects of mobile payment apps on how much people tip.
Hotels Dazzle Guests With High-Tech Amenities (Forbes, May 2014)
Bill Carroll, senior lecturer, says the pervasiveness of mobile technology and devices is pushing hotels to make use of new apps and systems.
Meeting Rooms Past the Gates (The New York Times, May 2014)
"You’re probably not going to schlep into town to go to dinner," says Stephani Robson, senior lecturer, discussing why meeting space was more profitable at airport hotels than other types of properties, as her research shows.
Flying Female Executives Seek Privacy on Overnight Trips (Bloomberg, May 2014)
A 2011 SHA report indicated that women were the fastest-growing segment among business travelers in the U.S.
Now on Hotel Lists: Private-Label Wines (The New York Times, May 2014)
Professor Kathy LaTour explains how wine features prominently in the hotel experience: "As millennials travel more, they’re reflecting on their hotel experience by bringing back a bottle of wine."
Hotels Embrace the Campus Nearby (The New York Times, May 2014)
According to Professor Michael Giebelhausen, "The hospitality industry is focused on the customer experience right now. Hotel managers are integrating local elements and upping their games on unique offerings." This includes syncing those offerings with the rhythms of the local college.
Why Darden ditched biscuits and not breadsticks (Marketplace, May 2014)
Professor Alex Susskind explains how the length of a typical visit to a casual-dining restaurant like Red Lobster, as compared to fast-casual chains, is a growing disadvantage.
The Ultimate Guide To Living On Tips, Part 1: How To Earn More In Tips (Forbes, April 2014)
"If servers can establish a social connection with their customers, they’ll get better tips," said Michael Lynn, the Burton M. Sack '61 Professor in Food and Beverage Management.
Hotels Still in the Sweet Spot for Growth (Globe St.com, April 2014)
"[The unemployment rate and inflation] will help suppress the increases in the less-controllable fixed component of hotel operating expenses," says Jack Corgel, the Robert C. Baker Professor of Real Estate and senior advisor to PKF-HR.
'Green' deeply engrained in hotel industry (Hotel News Now, April 2014)
Rohit Verma, Singapore Tourism Board Distinguished Professor in Asian Hospitality Management, has found that hotels with various levels of sustainable certification are more resource-efficient and reap savings on the bottom line.
Finger Lakes chef seeks help for mobile teaching kitchen on Kickstarter (The Ithaca Journal, April 2014)
Going mobile requires an investment to outfit a traveling kitchen and obtaining health permits, but it’s certainly less expensive than a fixed restaurant and is a growing trend, said Alex Susskind, associate professor, food and beverage management.
Alone Together: The Return of Communal Restaurant Tables (The Atlantic, March 2014)
"It's about money," said Stephani Robson, senior lecturer, properties development and management. After the recession it became even harder for restaurants to meet their bottom line. "The only way to make money was either to raise prices or do more covers in the same space."
From Airlines to Hotels, a Quest to Help You Sleep (The New York Times, March 2014)
While it may seem as if travel brands are seeking additional income from bed sales, that’s not necessarily what they’re after. “It’s more of a P.R. thing,” said Steve Carvell, associate dean for academic affairs. “It’s not going to be a huge profit percent driver for the brand.”
Inside Airbnb's Grand Hotel Plans (Fast Company, March 2014)
"Airbnb is not a lodging brand," says Bill Carroll, senior lecturer, services marketing. "It's a virtual marketplace, like eBay. It's always going to be niche, constrained by how many people want to stay in an Airbnb type of experience."
'Zero tip,' some say if minimum wage rises (CNBC, February 2014)
According to research by Mike Lynn, the Burton M. Sack '61 Professor in Food and Beverage Management, customers tend to tip less in states where the tipped minimum wage is higher.
5 Industries Where Women-Owned Businesses Survive Longer (Fox Business, February 2014)
Depending on the industry, female-owned businesses have a greater chance of long-term success, suggests a study co-authored by Arturs Kalnins, assoc. prof, strategy.
By-the-Hour Microstays Add to Big Hotels’ Bottom Line (The New York Times, December 2013)
"Hotels own a physical asset 365 days a year," said Bill Carroll, senior lecturer, services marketing, "and they need to maximize revenue for every square centimeter 24 hours a day."
Hotels set aside floors for women (USA TODAY, December 2013)
"Women are more influenced by their surroundings, and therefore, the ways in which hotels can accommodate them become important," says Judi Brownell, prof., organizational communication. "My research identified three things that are important to women business travelers and that influence their decision regarding where to stay: safety; empowerment; and pampering."
Hotels that go green gain no booking advantage, study says (The Los Angeles Times, October 2013)
Going green may be a hot trend in the hospitality industry, but hotels that earn environmental certificates do not have an advantage when it comes to attracting guests, according to a study by Howard Chong, assistant professor of services marketing, and Rohit Verma, professor of services operations management.
How you name it matters: 'gambling' vs. 'gaming' (Cornell Chronicle, October 2013)
Is online betting fun entertainment or a seedy fraud? Your opinion likely depends on whether you label it “gambling” or “gaming,” reports a new Cornell study that shows how industry labels help shape consumer attitudes. Kathy LaTour, assoc. prof., services marketing, is co-author.
How luxury hotels mine social media in the name of comfort (The Globe and Mail, October 2013)
"You have to earn your stripes in the social media world, baby, or you’re done for," said Bill Carroll, senior lecturer, services marketing. "The ground has shifted."
How Hotels Are Engineering A Better Night's Sleep (The Huffington Post, October 2013)
"The Heavenly bed changed the way that other hotels looked at innovation," said Stephani Robson, senior lecturer, properties development and management. "What Westin did that was so smart, they recognized very early that they needed something that would set them apart and give them a marketing edge."
Hotels fight comparison shoppers with lower, locked rates (The New York Times, September 2013)
Chris Anderson, assoc. prof., services operations management, estimates that 20 percent of hotel reservations experience a price decline after the guest books the room and by the time the guest arrives.
Hilton Going Public: Good or Bad for Franchisees? (Entrepreneur, September 2013)
Bill Carroll, senior lecturer, services marketing, argues that going private gave Hilton a chance to grow and become more effective without being under the "financial microscope," and that going public now could offer new opportunities for growth.
Making the hotel lobby a place to see and be seen (ABC News, September 2013)
Steve Carvell, associate dean for academic affairs, says younger guests "very much want that sense of not feeling alone, even though they are."
Hilton pays $4M tab for dropping room service (Crain's New York Business, July 2013)
"In some ways this settlement is unprecedented not just in its amount," said David Sherwyn, the John and Melissa Ceriale Professor of Hospitality Human Resources. "This is one of the major hotel operators in the country and its getting rid of room service [at the midtown location]. That's a huge thing and a long-term move."
At Hotels, New Ideas Mix With the Tried and True (The New York Times, July 2013)
On-site testing of new ideas is happening on a hotel-by-hotel basis, as hospitality companies across the price spectrum encourage individual locations to express themselves and offer a local difference to their guests, said Steve Carvell, associate dean for academic affairs.
Holiday Inn Express, Marriott eye the younger traveler (USA TODAY, June 2013)
"Their lifetime value is higher because they have many more years of travel ahead of them, they view travel as an entitlement more than their Baby Boomer parents did and are willing to spend on it, and their hotel brand affinities are not fully formed so they are still in play as far as their travel habits are concerned," says Chekitan Dev, assoc. prof., services marketing.
8 hotel fees that may surprise you (CNN, June 2013)
"The smart hotels will structure offerings that are both reasonable to the consumer and add value. A few hotels will challenge the very notion of hospitality—'Mary and Joseph, there will be an additional straw fee for the manger,'" says Bill Carroll, senior lecturer, services marketing.
In key Asian cities, global forces drive hotel revenues (Cornell Chronicle, June 2013)
Global forces play a greater role than local factors in driving hotel revenues in eight major Asian cities, according to three SHA professors.
Is end of room service in sight? (The Toronto Star, June 2013)
Steve Carvell, assoc. dean for academic affairs, says room service is expensive and not a great service overall. Guests don’t feel they are getting good value and believe they’re being gouged by the hotels. Once labour costs and issues of clean-up and sanitation are factored in, “in-room dining is rarely a money maker.”
Guilt tip: Why we reward bad service (MSN, May 2013)
"The major reason people tip is to avoid social disapproval," says Michael Lynn, Burton M. Sack '61 Prof. in Food and Beverage Management. According to Lynn's research, a customer who leaves a good tip might be trying to dodge the server's envy.
Checking In After Checkout (The New York Times, May 2013)
Electronic surveys have a higher response rate than paper ones, according to Chris Anderson, assoc. prof., services operations management, but for all of the new variations of hotel surveys and delivery systems, most guests still ignore them.
At 4 years old, Airbnb grows out of start-up role (NBC News, May 2013)
Airbnb is growing up. The site recently announced a plan to ensure its users are who they say they are. "To scale, they have to become recognized for being trustworthy and effective,"says Bill Carroll, senior lecturer, services marketing.
The hotel wake-up call gets personal (USA TODAY, May 2013)
In the competitive race for loyal customers, many properties are getting creative with the wake-up call. Personalizing the wake-up call is an "opportunity to make that one additional brand impression," says Chekitan Dev, assoc. prof., services marketing.
Hotels check in to your head (The Washington Post, April 2013)
Stephani Robson, senior lecturer, properties development and management
Faculty stir up solutions at climate change forum (Cornell Chronicle, April 2013)
Howard Chong, assistant professor, services marketing
Say good-bye to no-shows (National Restaurant Association online, March 2013)
Sherri Kimes, professor, service operations management
Forget about hotel amenities, bring on the experiences (USA TODAY, March 2013)
Chekitan Dev, associate professor, services marketing.
Hotels look to cater for more female business travelers (CNN, March 2013)
Judi Brownell, professor, management and organizational behavior
Hotel towel dilemma: Replace or reuse? (CNN, March 2013)
Michael Giebelhausen, assistant professor, services marketing
New book reveals why brand is hospitality king (Cornell Chronicle, February 2013)
Chekitan Dev, associate professor, services marketing
US Airways, American merge in $11 billion deal (Philly.com, February 2013)
Steve Carvell, associate dean for academic affairs
How to Cook on Mars (Science Friday, February 2013)
Rupert Spies, senior lecturer, food and beverage management
Study quantifies financial impact of good online reviews for hotels (The Los Angeles Times, December 2012)
Chris Anderson, associate professor, services operations management
Cornell study links hotel reviews and room revenue (Travel Weekly, November 2012)
Bed, bathrobe, and beyond (The New York Times, October 2012)
Rohit Verma, professor, services operations management
10 things travel sites won’t tell you (MarketWatch.com, October 2012)
Bill Carroll, senior lecturer, services marketing
Where the jobs are: restaurant sector improves (USA TODAY, October 2012)
Bruce Tracey, professor, human resources management
When it comes to reservations, time is money (The New York Times, September 2012)
Sheryl Kimes, professor, service operations management
No-Hook Nation: Why Is It So Hard to Find a Place to Hang Our Stuff? (The Atlantic, August 2012)
Stephani Robson, senior lecturer, properties development and management
How Holiday Inn changed the way we travel (Time, August 2012)
Arturs Kalnins, associate professor, strategy
They'll be cooking up a Mars menu that's out of this world (NBC News, June 2012)
Rupert Spies, senior lecturer, food and beverage management