INTOUCH - SPRING 2004 EDITION
Mark these dates in your Calendar…
RHAA ANNUAL SPRING MEET & GREET
Wednesday, March 24, 2004
65:30 pm – 8:30 pm
Join us at the Crush Wine Bar, 455 King W, Toronto.
In this issue…
Upcoming Events…………….1
Message from the President..2
2003 Year in Review..……….3
2003 Photo Gallery…………..4
RHAA Stars…………………...6
SHTM Update……..………….7
Research Facility……………..9
Industry Partnerships ……….10
Salute to Our Sponsors …….11
Get Involved ………………...12
A fun-filled event with games, prizes and more. Our Meet
& Greet is a great evening to network with industry
associates, catch up with old friends & make new ones!
RHAA would like to thank Jamie Kerr, alumnus and owner, Crush Wine Bar for his
generous hospitality
9TH ANNUAL GOLF TOURNAMENT
Thursday, May 6, 2004
Join over 100 alumni, industry associates, faculty and students for
a great day in the sun, dinner, and over $10,000 worth of prizes.
Shot Gun tee off at Cardinal Golf Course at 9:00 am - great fun for
all skill levels. For details see registration form enclosed.
HOMECOMING 2004
From one milestone to the next. After highly successful addresses by
Isadore Sharpe in 2002, Stephen Foster in 2003, what will RHAA bring in
this fall? Stay tuned for details on Homecoming 2003!
ATTENTION VANCOUVER AREA ALUMNI
www.ryerson.ca/rhaa
We would like to organize a Spring or Summer event in the Vancouver area (and
extended). For those interested in assisting and/or joining us, please contact alumnus
Tony Assi at [email protected]
PRESIDENT’S MESSAGE
A warm welcome to 2004! On behalf of the Ryerson Hospitality Alumni Association Executive, I am
very pleased to present you with our 5th Annual Edition of Intouch. Once again, we are proud to mail
this out to over 2500 Hospitality Graduates in Canada and internationally, and to have it available
online at www.ryerson.ca/RHAA
I am sure most of us are relieved to be in 2004 and to have 2003 behind us. It was absolutely one of
the most devastating single years that our industry has faced in Canada. The War with Iraq, sluggish
economies, SARS and the August blackout on the Eastern Seaboard all contributed to a year we
hope to forget. Or at least focus on moving forward!
Despite the challenges of 2003, the Hospitality Industry continued to provide tremendous support to the RHAA and to the School of
Hospitality and Tourism Management. A sincere Thank You to all of you, who supported, donated and participated in our 3
fabulous events in 2003.
Our Meet and Greet at the Renaissance Toronto Hotel at Skydome was a tremendous success and our 8th annual Golf
Tournament saw sunshine return and 70 golfers enjoy a great day of sun, refreshments, some great shots and a few mulligans! We
were again very fortunate to have a great prize table with over $10,000 in prizes.
Our marquee event of the year was most definitely our Homecoming. We did not think we could top the 2002 Homecoming event
with Keynote speaker Isadore Sharp speaking to us about rise of Four Seasons and his own experiences as one the most
successful Hoteliers of our time. Well, we most definitely came very close, with Simon Cooper, President of Ritz Hotels educating
and entertaining us all on September 20, 2003 at Oakham House
As with the growth of our events, our goal with the newsletter is to increase value each year we put it together. This year is without
exception our best. We have updates on the RHAA events, programs, updates from the school and abstracts of articles written by
Faculty and industry experts.
Enjoy the newsletter and ensure you keep us “intouch” with what we can do for you and we look forward to our 2004 events (see
inside for dates to mark on your calendar!). We also look forward to continue to give back to the school through Awards and
Scholarships and through continuing to grow our Mentorship Program through your continued support. Lastly don’t forgot to keep
us updated when you or a fellow alumnus moves or changes jobs – simply visit our website.
We hope that each of you have a healthy, happy and successful 2004!
In the Spirit of Hospitality,
Matthew Butko
President RHAA
THE RHAA EXECUTIVE COMMITTEE
•
•
•
•
•
•
L to R: Lorraine, Pritul, Salim, Katherine Penny – Director SHTM,
Matt, Mary, Donnalu and Paul. Missing: Bhavna, Michelle and Bill
•
•
•
•
•
•
Matt Butko, '88 - President. Director of Rooms, Fairmont Royal York
Paul Gardian ’84 - Vice President. Director of Development, Delta Hotels
Loral Jean Price, ' 85 - Events Committee Chair
Donnalu MacDonald, '87 - Membership Chair. Professor, George Brown College
Bhavna Kaushal, '99 - Communications Chair. Project Director & Senior Consultant,
CTHRC ROI Indicators Project
Michelle Korson, ’99 - Communications Committee. Senior Consultant, CTHRC ROI
Indicators Project
Salim Nenzee, '00 - Website Chair. Business Development Manager, Spyre
Mary Sistilli, ’88 - Senior Sales Manager, Fairmont hotels & Resorts
Craig McBride, ‘93 - Operations Manager, Renaissance Toronto Hotel
Pritul Mehta, ’01 - Website Committee. Night Auditor, Renaissance Toronto Hotel
Lorraine DeNardis, ’02 - Events Committee. Sales Assistant, Sheraton Centre Hotel
Bill Lougheed – Faculty Advisor. Professor, SHTM, Ryerson University
2
2003 – AN EXCITING RHAA YEAR IN REVIEW
"e
RHAA 8th Annual Golf Tournament at Cardinal Golf Club
th
th
On May 8 the 8 Annual RHAA Golf Tournament was the
place to be! Over 70 alumni, industry associates, faculty and
students joined for a great day in the sun, lunch, and over
$10,000 worth of prizes that were given out in the spirit of
hospitality. After a fun-filled tournament the golfers and
volunteers moved to an impromptu Meet & Greet reception
and had a great time catching up with old friends and industry
associates. Congratulations to our tournament’s winning team made up of Vic Wozniuk, Tom Knowlton,
Bob Bainsbridge & Patrick Wilson. Also notable was Bridget Wight’s performance as winner of the
Lougheed Group’s Longest Drive compeititon. And of course, we who can forget the Most Honest Team
made up of The Granite Club group. RHAA would like to thank our generous sponsors along with the
Cardinal Golf Club for helping to make the event another great success.
Ryerson Hospitality Alumni Association (RHAA) Welcomes Simon
Cooper, President – Ritz Carlton Hotels To Another Successful
Homecoming Brunch!
On Saturday September 20t h, RHAA welcomed over 120
hospitality industry associates and students from Ryerson and
surrounding hotel schools within the greater GTA. Ryerson’s
annual ‘Homecoming’ is a key event for the school and the
RHAA has used this occasion to profile Ryerson’s School of
Hospitality and Tourism within the Toronto’s hospitality industry
community. This is the fourth year the RHAA has organized the
Hospitality Homecoming Brunch and the second year with a
keynote speaker. Last year Isadore Sharp, President and COO,
Four Seasons Hotels addressed the group. “Key Industry
Leaders such as Simon Cooper from Ritz Carlton and Isadore
Sharp of Four Seasons help to recognize Ryerson’s hospitality program as one of the premier hotel
schools in Canada and North America.” says Paul Gardian (’84), RHAA Vice President and
Homecoming Brunch organizer. “We were especially pleased when students from hotel schools at
Humber College, George Brown and University of Guelph accepted our invitation to attend.” adds
Gardian. Simon Cooper is no stranger to Toronto. Prior to his appointment as President of Ritz Carlton,
Cooper was President of the Toronto based, Marriott Canada and Delta Hotels. Cooper’s keynote
address touched on a variety of current issues including coping with the changes our industry is facing
as a result of recent world issues including terrorism and SARS. Cooper also stated that while the look
of hotels may be changing, what customers are expecting has not. Cooper stated that with so many
choices in the marketplace, guests still value service excellence and core basics such as a clean room.
However, the hotel companies that distinguish themselves in the hearts and minds of customers are
those whose employees serve "from the heart" to gain customer loyalty. Homecoming 2003 was a
successful event and we’ve already started to plan for 2004!
Paul Gardian (’84), RHAA Vice President
Excerpted from Press Release, Hotel-Online. October 2003
Meet & Greet at Renaissance Toronto Hotel at Skydome
On March 24th, 2003 RHAA's ever popular Annual Spring Meet & Greet was
held held at ld at the Renaissance Toronto Hotel at Skydome. Over 50 grads
and industry associates came out to join us for this great evening of networking,
games, prizes and more. As always, it was great to run into old classmates,
network with industry associates and of course hob nob with old professors from
from our days at Ryerson. The evening was generously sponsored by the
Marriott Hotels of Toronto. RHAA would like to extend a warm thank you for
their hospitality. We look forward to seeing you at the 2004 evening at Crush
Wine Bar!
3
MEET & GREET MARCH 24, 2003
RENAISSANCE TORONTO HOTEL
AT SKYDOME
Kinga Rychalska ’01, Dr. Zhen Lu,
Monika Nowak ‘01
Ivan Sandor '98, Karen Tsao '97,
Salim Nensi ‘99
Aaron Graben ’99, Patricia Schindelheim ‘99
Adam Bushel ‘99
Jonathan Selman ’00,
Rayna Shawn ‘04, Robin
McLuskie ‘05,
Lele Troung ’98, Margaret Liew ’96, Natalie Dzeletovich ’96,
Sharm Simon ’95
Robert Arro ’01, Lara Gomes ’01,
Mia Guillo ’01, Barbara Anie ‘01
STHM ALUMNI …WHERE ARE WE NOW
’01 Mia L. Guillo, Conference Services Manger, Four Seasons Hotel, Toronto
’99 Jon Abikzir, Front Desk Manager, Fairmont Orchid Hotel on the Big Island of Hawaii
’99 Michelle Korson, IMBA ‘03 & ’99 Bhavna Kaushal MBA ‘03, continue to work together with SHTM like the good
old days on a joint consulting project with Ryerson/CTHRC involving Training ROI in the foodservice industry
’98 Julie Bennett, CMP, Sr. Program Manager – Meetings and Incentives, BRAVO Meeting Management Solutions
’90 David Lipton, President, Sensors Quality Management Inc. 1) Got married in Spring of 2003; 2) Business is
great; 3) Keep in touch! Favorite Memory of Ryerson: “Meeting the many friends who I still am close with today,
including my business Partner, Craig Henry, and my best man, Patrick Cappa.”
RHAA GOLF TOURNAMENT,
MAY 8, 2003 CARDINAL GOLF CLUB
RHAA Exec Team : Lorra Jean-Price ‘85, Safiah
Arooz ‘02, Lorraine De Nardis ‘02, Pritul Mehta’01,
Mary Sistilli ‘88
Patrick Cappa ‘90, Rick Lang ’90, Scott Link and George Karandat
Bhavna Kaushal ‘99 & Most Honest Team,
Granite Club Group
Paul Weber ’74 & Dr. David
Martin ‘77
Bridget Wight ‘99 , winner
of Lougheed Group Longest
Drive with Bill Lougheed
& Niall Mellors ‘97
Homecoming Power Brunch
with Simon Cooper –
Katherine Penny, Simon
Cooper, Paul Gardian, ‘84,
Dr. Claude Lajeunesse &
Matt Butko, ’88, Dr. David
Martin ‘77
D’Arcy Butler 4 th year student, RHAA Award winner &
Elizabeth Rose 1 st year student, RHAA Entrance
Award winner, pose with RHAA Executive Team
Members, Bhavna Kaushal ’99 & Matt Butko ’88
’96 Dina Carlucci, Manager - Leisure and Consolidation Sales Strategy, Air Canada.
’88 Matthew Butko / Mary Sistilli-Butko, Director of Rooms / Senior Sales Manager, Fairmont Chateau
Montebello. As a couple who met at Ryerson, it holds a very special place in our hearts. We are happy to share
the news of the birth of our daughter - Madelin Elizabeth Butko. We are enjoying parenthood and truly feel blessed
Favorite Memory of Ryerson: “Good Friends – many of which we still have!”
’77 Henry D Cooper, Director of Continuing Education Department, Lima Peru. A member of a newly created
Canadian Alumni Association in Lima, working towards the objective of being a liaison between Peruvians and
Canadian students. Favorite Memory of Ryerson: “Our kitchen lab classes with Mr. Richard Wade.”
School of Hospitality & Tourism Management Industry Award Citation
. . . an excerpt from the Introductory Speech at Awards Night, November 5, 2003
The criteria for the award reads: “in recognition of significant
support to the school”. Matt was unanimously chosen by
faculty members for this award based on his contributions as
President of the RHAA.
And he is in good company! Over the years this award has
been received by many individuals and companies who are
well-recognized in the hospitality and tourism industry,
including: Vic Wozniuk, Chair of the Hospitality and Tourism
Management Advisory Board, the late Suzanne Bristow,
President of Crossroads Entertainment, Charles Grieco of the
Ontario Hostelry Institute, Colliers International Hotels,
KPMG, Four Seasons Hotels and Resorts, Delta Hotels, and
Longwoods Consulting.
Matt first became involved with the school’s alumni
association soon after graduation in the late 80’s and
continued his involvement until he moved to British Columbia
in 1993. Upon his return to Toronto in 1997, he immediately
resumed his activities with the school’s alumni association,
starting out as Vice-President for three years, then President
starting January 2000.
Matt has had a vision for the alumni association that includes
growth, communication, sustainability, visibility, and targeted
services to students and alumni. He has built a strong and
diverse executive committee, has delegated well, and has
managed by example. Our school is proud to have one of the
most active alumni associations at Ryerson University, and we
owe a great deal of that honour to Matt. On an annual basis,
the Ryerson Hospitality Alumni Association spearheads a listserve communication program, a newsletter, a golf tournament,
a meet and greet, a homecoming breakfast, a Website, and an
alumni mentoring program for senior students in our program.
The alumni association works hand in hand with the school, and
is available to assist with new student orientations, convocation
breakfasts and other program activities. Matt is always present,
promoting the value of the alumni association and offering
advise and encouragement to students. Without a doubt he has
been a dynamic leader of the Alumni Association, and for that
we thank him sincerely. It is a pleasure to recognize Matt’s
contributions to the School of Hospitality and Tourism
Management by presenting him with this year’s Industry Award.
Mentors: A Beacon of Light
Lorraine De Nardis-Sales Assistant, Sheraton Centre & Joanne Hogg-Director of Human Resources, Holiday Inn Select Toronto Airport
The idea of mentors has been around for a long time. So
who is a mentor? To some it’s their first boss. To others, it’s
a colleague or even a perfect stranger. For Lorraine De
Nardis, Joanne Hogg was just that, a stranger noted for her
expertise in HR and for her leadership qualities. Lorraine met
Joanne in her first year HR course where Joanne was a guest
speaker. Over the next few years, they continued to meet at
the HTM career fairs and awards ceremonies.
In Lorraine’s final year, RHAA initiated a pilot mentorship
project. Lorraine was eager to have Joanne as a mentor.
She recognized Joanne’s professional achievements,
reputation for developing others and extensive industry
knowledge. Joanne recognized Lorraine’s commitment to
learn, willingness to receive feedback and eagerness to apply
what she learned. Both worked hard to achieve quality
results. Joanne aided Lorraine on a variety of issues such as
resume building, interview techniques, awareness of industry
trends, information about associations, networking, and
enhancing her marketable skills. Meetings were kept
informal, to keep the lines of communication open. They
knew the end result would be a win-win relationship.
Joanne and Lorraine’s successful relationship was fostered
through several elements. Joanne was committed to the
project as a way to give back to the school, exercise her
passion for helping people, share her own successes and
failures, and most importantly, help shape the foundation for
Lorraine’s future career. An additional success factor - they
set realistic goals, deadlines, and set times to meet regularly.
Their mentoring program embraced different learning
methods; instructing, coaching, modeling, advising. Today
while the project has ended, the original mentor/protégé tie
has developed into a profound relationship with a focus on
specific career objectives, networking and general advice.
Attention Interested Mentors: RHAA is relaunching its
mentorship program in 2004. SHTM alumni, who have a
minimum of 5 years industry experience are eligible mentors.
Please contact [email protected] for details.
6
Message from Katherine Penny, Director
Greetings to all our alumni!
How time flies! The School is
now in its 53rd year of
operation, has been granting
degrees for 31 years, has
operated under full university
status for 10 years and has
been granting Bachelor of
Commerce degrees for 4
years.
We are very proud of our 3000+ alumni, many of
whom keep in touch with faculty and staff at the
school. And we are grateful for the outstanding
work of the Executive Committee of our Alumni
Association, as well as the many others who
volunteer their time.
Highlighted below are some of the recent initiatives
of the faculty, staff and students. In addition, a
number of program statistics have been provided
which you may find interesting. We wish each and
every one of you the very best, and encourage you
to stay connected with the School and assist us
with our mission to develop leadership through
industry relevant education and research.
HCIMA Accreditation
The School recently received full accreditation
status from the HCIMA (Hotel and Catering
International Management Association). With over
23,000 members in more than 100 countries, the
HCIMA’s mission is to promote “the highest
professional standards of management and
education in the international hospitality industry”.
The accreditation positions Ryerson’s School of
Hospitality and Tourism Management within a
significant group of internationally recognized
universities delivering hospitality/tourism degrees.
Hotel Investment Conference
For the sixth consecutive year, proceeds from the
prestigious Canadian Hotel Investment Conference
have been donated to the School. At the closing of
the 2003 conference, Bill Stone (alumnus),
Executive Managing Director, Colliers International
Hotels and Lyle Hall, Managing Director, KPMG
presented the School with a cheque for $85,000.
The funds are used to support student, program
and faculty initiatives and include two $5000
entrance scholarships.
Roundtable Discussion in Canada
The School of Hospitality and Tourism
Management is hosting the second annual
Canadian WHATT roundtable discussion where
hospitality and tourism educators and industry
leaders will gather to discuss “Preparing for future
human resource challenges in the Canadian
hospitality industry”. Worldwide Hospitality and
Tourism Trends (WHATT) information service
spearheads annual roundtable discussions in the
USA, Europe, Brazil, Canada, the Caribbean, the
UK, Australia and China. WHATT roundtables play
a key role in creating a dialogue between
academics and practitioners, in helping to raise
awareness and understanding of applied research
in hospitality and tourism, and in encouraging the
publication of research papers. In 2003, six faculty
from the School and three Ryerson alumni
published seven papers in the International Journal
of Contemporary Hospitality Management (Vol. 25,
No. 6).
Student Activities
Today’s students are creative, entrepreneurial,
focused, and hard-working as demonstrated by the
student-led activities within the School. New
initiatives are the International Women’s Day
Breakfast, World Tourism Day, the International
Club, and the Faculty of Business Commerce
Society. Still going strong are the Placement
Centre, the School Council, the Graduation
Committee, and the Course Union.
7
Program Statistics (Source: Ryerson University Planning Office)
Percentage of hospitality/tourism degree
Percentage of hospitality/tourism
graduates employed in a field closely or
degree graduates employed in any
somewhat related to field of studies
field
After 6 months
After 2 years
After 6 months
After 2 years
85.7
94.3
100.0
97.1 *
Class of 1996
data not available
Class of 1997
data not available
Class of 1998
82.1 *
75.0
100.0
96.4
Class of 1999
100.0
90.9
100.0
100.0
Class of 2000
indicates higher than Ryerson average * indicates same as Ryerson average
Graduates
Working in
Hospitality/
Tourism
Ratio of
Applicants to
SHTM
Registrations
Ratio of Applicants to Registrations
8.2
10.0
10.0 (est.)
Fall 2002
Fall 2003
Fall 2004
Year prior to double cohort
Double cohort year
Year following double cohort
Would recommend Ryerson to others
Very satisfied or satisfied with overall
quality of education received at Ryerson
92.0
84.0
Class of 2000
88.0
84.0 *
Class of 2003
indicates higher than Ryerson average * indicates same as Ryerson average
SHTM
Graduate
Satisfaction
New Students
Entering
SHTM Fall
2002 Profile
% from
GTA
2002-2003
% paying
International fees
70.4
11.1
% female
66.7
% male
33.3
% from
Ontario high
schools
44.0
% from
colleges,
universities,etc.
66.0
½ PRICE RENTAL RATE
FOR HTM ALUMNI
LIFE LONG LEARNING
OPPORTUNITIES
Hold focus group sessions in our
Four Seasons Hotels Seminar Suite
The George Washington University
Event Management Certificate
offered by Ryerson’s School of Hospitality and
Tourism Management
Bring in your team to conduct research or
upgrade research skills in our
Delta Resource Room
and Research Facility
Call Lorra Jean Price at 416-979-5041
or email [email protected] for information
Call David Martin for more information at
416-970-5000 ext 6701 or email [email protected]
HOTS Executive Development Program
Call David Martin for information at
416-970-5000 ext 6701 or email [email protected]
8
NEW
SHTM
RESEARCH FACILITY
Dr. David Martin Assistant Director Research
and Innovation
Last spring we opened the School of Hospitality
and Tourism Management’s Research Facility.
Three research assistances D’arcy Butler, Gina
Rizhanovsky and Andrew Walker were hired for
the summer to work on two major projects. The
first project was to work on collecting and
analyzing data on student retention within the
program and to work on the facility’s first
sponsored research project.
This project was to develop the methodology
and to carry out a beta test of the Canadian
Tourism Commission’s website called “Financial
Analysis for Tourism Operators” The website
was developed by the CTC for us by tourism
operators to provide a series of financial
spreadsheets to assist in the operations of their
business, performing necessary calculations as
well as providing predictive insight into the value
of the business. D’Arcy Butler and Andrew
Walker fourth year undergraduates of our
program headed up this project from the
development of the proposal to completing their
final report entitled “Building Tools for Better
Business Decision Making” The CTC was so
impressed with their work they invited these two
students to present their work and to answer
questions at the 2003 TIAC conference in
Montreal were the CTC formally launched this
new website.
In the fall of 2003 the Research Facility was
award a contract David Sullivan Centre Manager
(Alumnus) by Global Banking ServiceCentre
RBC Royal Bank to develop and analyze a
customer satisfaction survey sent by Royal Bank
to their senior corporate customers. The
research assistants assigned to this project are
Judy Lu and Pierre Manarovici. The study is to
be completed by the end of February.
At the time of this publication the Research
Facility has been awarded a research grant by
the Canadian Tourism Human Resource Council
to participate in a larger study along with the
School of Hospitality and Tourism Management
University of Guelph on Good HR practices. The
first phase of this study will be to identify a list of
indicators that will demonstrate return of training.
Ryerson will be focusing on the position of food
and beverage server and Guleph will be
focusing on front desk guest service agents. The
project director for this study will be Bhavna
Kaushal who will head up a team of
undergraduate research assistants from our
program.
The Research Facility has been positioned to be
a central resource for the Hospitality and
Tourism Industry in Canada. We welcome all of
our Alumni who need information or help with
their research projects to call or visit the school.
As the Research Facility begins to grow the
school is in need of a Facility Manager to coordinate and to solicit research projects. We are
currently seeking to fill this role Please see the
position posting below:
School of Hospitality and Tourism Management
requires a: Research Facility Manager
- Requirements Masters in Hospitality and Tourism or
Business, PhD preferred.
- Must have 3-5 years applied research experience. Schedule 2-3 days per week.
------------------------------------------------
FACULTY AND ALUMNI
RESEARCH
Dr. David Martin Assistant Director Research
and Innovation
The International Journal of Contemporary
Hospitality dedicated its Fall 2003 issue to
Canadian Hospitality and Tourism. The guest
editors of this special issue were Katherine
Penny, Director, School of Hospitality and
Tourism Management Ryerson University, John
Walsh, Director, School of Hospitality and
Tourism Management, University of Guelph, and
Chandana Jayawardena Vice President,
Canadian School of Management and visiting
professor, School of Hospitality and Tourism
Management, Ryerson University. The issue
contained 5 articles authored by our faculty and
alumni. Abstracts from each of these published
articles follow. If you would like a copy of the full
article please email [email protected].
Business simulations: a balanced
approach to tourism education
David Martin and Bernie McEvoy
The study reviews and evaluates the use of a
business simulation, specifically the hotel operational
training simulation (HOTS) as it applies to tourism
and hospitality education. An extensive self-report
survey was used to examine the participant’s
experience. The simulation as an alternative form of
instruction, the learning experience outcomes and
critical and analytical thinking were found to be
significant predictors of participant’s satisfaction.
Further, the results suggested that there was a
significant difference between the responses of those
who felt they were highly involved and those who felt
they were less involved in the simulation.
Brand asset equilibrium in hotel
management
Gabor Forgacs
Branding is a topic of great interest in the global hotel
industry, In the USA, over 70 percent of the hotels are
branded; in Canada, brand penetration is around 40
percent, in Europe it is under 25 percent and growing.
Branded hotels tend to outperform comparable
independent properties. A fundamental understanding
of the dynamic relationship between brand asset
value and the management of marketing and
operations can be the key to success of branded
hotels. A model has been developed to demonstrate
the relationship of these key factors. In order to
achieve brand integrity and consistency, a balanced
approach is suggested. The integrity of any brand will
ride on doing well what they say and saying it right
what they do everyday at every point of guest contact.
Strategic issues faced by
Ontario hotels
Zhen Lu and Denise Chiang
The researchers conducted a pilot study by utilizing
and e-mail survey, attempting to identify the current
strategic issues and strategies implemented by
Ontario hotels. The results showed that the most
concerned issues by the Ontario hoteliers are: lacking
financial & government support, changing
customer needs, increasing power of customer
purchasing via Internet and the top internal
environment concern is related to the human
resources. Findings suggest the requirement for
awareness and focus of changing environmental
variables affecting Ontario’s lodging industry.
Purchasing for 4,000 hotels: the case
of Avendra
Fred Lawlor and Chandana Jayawardena
Avendra is and independent company formed by
Marriott International Inc., Hyatt Hotels Corp., Club
Corp, USA Inc., Inter-Continental Hotel Group, and
Fairmont Hotels and Resorts- all leading companies
in the respective hospitality markets. Avendra serves
the hospitality industry in North America & The
Caribbean and is the largest hospitality procurement
service company in the world. This viewpoint article
presents a few concepts of procurement and
purchasing for hotels. Explains the origin, concept,
philosophy and operation of Avendra. Identifies the
future challenges for the company. Concludes with
the key benefits for suppliers and customers should
similar operations evolve worldwide.
People and quality: the case of Delta
hotels
William J. Pallet, Wayne W. Taylor and Chandanan
Jayawardena
Analyses the concept of quality in the hotel industry.
Emphasizes that quality has to be a part of the culture
of an organization. Presents Delta Hotels in Canada
as an exemplary case study in relation to people and
quality initiatives. Delta has over the years, built a
good reputation and currently ranks as the best hotel
company to work for in Canada. Presents the
company’s vision, mission and philosophies for
people and quality. Lists nine key quality principles
and four people resource systems and outcomes.
Concludes by making ten recommendations to hotel
companies considering implementing effective people
and quality concepts.
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LOUGHEED GROUP
Lecours Wolfson is Canada’s premier recruiter of
Hospitality Executives, Managers and Chefs.
Lougheed Group Executive Hospitality Search.
Making your career ours - since 1974. Call us to
discuss yours today! Ask for Neal.
Contact: 116 Spadina Ave, Ste 700, Toronto, ON M5V 2K6
Contact: Box 46037, 777 Bay St, Toronto, ON M5G 2P6
Tel: (416) 703-5482, www.lwjobs.com
Tel: (416) 925-7533, [email protected]
SENSORS QUALITY MANAGEMENT
TRAVEL INDUSTRY PERSONNEL
SQM provides Mystery Shopping, Market Research
and Quality Assurance services to various industries
(specialize: Hospitality/Tourism), on a worldwide scale
Services: Personnel company placing people in jobs
in the travel industry. Specializing in all levels and all
aspects of the field. All jobs are posted on the website.
Contact: 220 Duncan Mill Rd, Ste 212, Toronto, ON M5B 3J5
104-2430 Meadowvale Bl., Mississauga, ON L5N 6S2. T: 905-542-2919
[email protected], www.travelindustrypersonnel.com
Tel: (416) 444-4491, [email protected], www.sqm.ca
XEROX – Our industry partner since 2000
RHAA would like to thank XEROX for their help in printing and publishing this newsletter for the past 5 years.
Your generosity is highly appreciated.
When you call our industry associates, tell them you read about them in the RHAA Newsletter
WONDERING HOW YOU CAN GET INVOLVED WITH
WITH RHAA?
There are tons of ways! Would you like to help plan our exciting events, or be involved with
RHAA’s new initiatives and programs? It’s a great opportunity to learn something new, have fun
with fellow alumni and give back to the school.
Ø
Become a Yearly Rep for your graduating
year.
•
•
•
Ø
Communicate events and alumni initiatives to
fellow alumni
Ensure classmates’ addresses and information
are up to date
Keep up on updates from the school
Join a Committee
•
Communications: Assist with PR, news releases
and articles for the Annual Spring newsletter
• Membership: Work towards increasing active
RHAA membership.
• Events: Plan and execute exciting RHAA events.
Perhaps even come up with new ones!
Ø
Come in as a Guest Speaker and experience
life on the other side of the classroom!
Ø
Become a Mentor and help guide a student
into the exciting world of Hospitality & Tourism
If you are interested in participating or learning more
about RHAA, please send us an e-mail
at [email protected]. See the RHAA website:
www.ryerson.ca/rhaa for details. Click on the Get
Involved link.
MOVING? CHANGING JOBS?
Keep InTouch!
E-mail updates to [email protected]