Executive Housekeeping Today - May 2008 - (Page 3)

From Ivory Halls to Four-Star Resorts: a Why Universities Must Step-It-Up in Terms of Hospitality by Casey J. Wick, R.E.H. play host to thousands of guests every year. Therefore, a focus on, and an understanding of, customer service, quality, and hospitality is vital in higher education operations. Root Hall, one of the many academic facilities located on the campus of Hamilton College, features towering Doric columns. *Photo by Vickers & Beechler, provided by Hamilton College. As I gaze outside, I marvel at the finely-manicured golf course rolling across the horizon. I look with awe at the towering Doric columns framing the majestic architecture of the facilities. The sounds and smells of the banquet staff preparing the gourmet meal to be served on the lawn fill the air. From this description, it is not difficult to conjure visions of a prestigious country club or luxury resort; however, all those elements described are repeated time and again on college and university campuses across the country. Like any other facility, an institution of higher education is a sophisticated system of divisions, departments, and functions, each with its own vital role. Whether they be on the academic side or the supporting side, institutional divisions must take an active role in building and supporting a service-centered approach to their respective contributions. Additionally, college and university Officers and Trustees have come to recognize the potential for generating revenue by offering and hosting public events through campus auxiliary operations. These functions are in direct alignment with the functional areas in a hospitality setting and require the same level of service to ensure customer satisfaction and return business. Imagine if you were to spend thousands of dollars on a resort vacation and the quality of the food was poor, your room was dirty, and the staff was unfriendly and unaccommodating. What would be the chances you would return to that resort or recommend it to others? The same situation goes for colleges and universities who the curriculum and academic facilities. Likewise, student housing and Higher education has become a very competitive realm, with in- support services, such as dining stitutions vying to attract the best and health services, now share top and brightest of today’s minds. The consideration in the selection proselection of a college or university cess. Trends in facilities and seris a prominent decision in a young vices on campuses have begun to person’s life and in today’s com- reflect the importance of customer petitive educational market, an perceptions. Institution-owned and institution’s esteem for curriculum -operated student housing tends to 3/4/08 9:43 AM Page 1 no longer plays SPK_3.5 x 4.875_4C favor more suite and apartmentthe primary role (continued on next page) in the decision-making process. Students and parents compare schools based on facilities and services that will provide an expected standard of living while attending the school. Institutions must view students and parents as guests and TH WI offer services and support World’s most complete line of bird control akin to that products - an effective solution for ANY bird problem. expected in a hospitality • TOUGH Ca Guaranteed to get c o m ll fo r setting. Fitpet • FLEXIBLE rid of birds, and the mess q u o it iv e ness facilities, te ! and diseases they bring. recreational • ECONOMICAL facilities, and • EASY TO INSTALL student ac800-662-5021 tivities are as 300 N. ELIZABETH ST. DEPT. EHT important to CHICAGO, IL 60607 • 312-226-2480 WWW.BIRD-X.COM/EHT 312-BAN-BIRD • FAX students as THE BIRD CONTROL “X-PERTS” SINCE 1964 Making the Grade Get Rid of Birds! SPIKES NEEDLE STRIPS May 2008/Executive Housekeeping Today 3 http://WWW.BIRD-X.COM/EHT

Table of Contents Feed for the Digital Edition of Executive Housekeeping Today - May 2008

Executive Housekeeping Today - May 2008 Contents Executive Corner From Ivory Halls to Four-Star Resorts The Ten-Dollar Test Toward Customer Satisfaction Frugal Housekeeper How Green is Your Laundry Not All Microfiber is Created Equal Feature Article - I.E.H.A. Investigates: Issues in Hotel Housekeeping 2008 Candidate Information IHW Product Information The Green Scene 2008 Convention Information Product Highlights Inside the Industry New Members Joint IEHA/ISSA Members CEH/REH Members Advertisers' Index Calendar of Events Inside I.E.H.A. What I.E.H.A. Has Done For Me

Executive Housekeeping Today - May 2008

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