BUILDING the FUTURE a New Academic Facility Promises to Make the World’S Premier Hospitality College Even Better!
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PREMIERFALL/WINTER 2015 BUILDING THE FUTURE A new academic facility promises to make the world’s premier hospitality college even better! FALL/WINTER 2015 PREMIER FEATURES CAN UNLV HELP PUT MORE CARE INTO HEALTHCARE? ................................................4 BUILDING THE FUTURE .....................................................10 REBEL WITH A CAUSE Q&A WITH JOHN CERIALE ’75 ..........................32 IN THIS ISSUE College News ............................................................................6 What’s New in Research.......................................................14 Educator Updates ..................................................................16 Student Highlights .................................................................18 Photo Feature .........................................................................24 Donor Honor Roll ...................................................................28 In the Kitchen ..........................................................................30 Alumni Spotlight .....................................................................34 Class Notes .............................................................................38 1 Fall/Winter 2015 PREMIER Fall / Winter 2015 A William F. Harrah College of Hotel Administration publication Stowe Shoemaker Dean Angela Ramsey Director of Communications Editor Alexandra Liebman Director of Alumni Relations & Annual Giving Assistant Editor Reprographics/Design Services Graphic Design Aaron Mayes, R. Marsh Starks UNLV Photo Services Contributors: Gina Agrellas, Jordan Cloward, Bobby Cordell, Kyle Helms and Francis McCabe For questions, suggestions or to submit address changes, please contact: [email protected] On the cover: Artist rendering by Carpenter Sellers Del Gatto Architects One the inside cover: Harrah Hotel College faculty and staff pose next to the site of the future 2 academic building (photo by Aaron Mayes) PREMIER Magazine Message from the Dean I hope this edition of Premier reflects the great sense of gratitude we at the Harrah Hotel College feel about the new academic building – our soon-to-be home. We are truly energized by the students, educators and industry partners who are supporting the building and showing a true commitment to the future of hospitality education. But we know our responsibility as educators extends beyond the bricks and mortar of the new academic building. The content of our courses must stay in tune with the ever-changing needs of our students and industry. As we move forward, we are launching Hospitality 2025 – a series of conversations that will help the college envision its role in hospitality education as we transition into the new building and into the next decade. This is an all-inclusive process, bringing in voices from across academia and the industry, to identify the current and future shifts in theory and practice that need to be reflected in modern hospitality curriculum. We are prepared to go above and beyond traditional hospitality programs by staying at the forefront of industry innovation and providing our students with the latest skills that will place them at the top of hiring lists and ensure success in their first, second and third jobs. In simple terms: we want to own hospitality and not just be a business school with hospitality examples. As one of the world’s premier hospitality schools, the Harrah Hotel College will continue to work with hospitality leaders to keep getting it right for our students and the industry. - Dean Stowe Shoemaker The Dean’s Global Advisory Board Hospitality 2025 would not be possible without the guidance and support of Dean Shoemaker’s Global Advisory Board. Thanks goes to board members: Elizabeth Blau Thomas A. Jingoli Arch Stokes Esquire Blau & Associates Konami Gaming, Inc. Stokes Wagner Hunt Maretz & Terrell Russ Dazzio Barbara Kane Attorneys At Law R & R Global Hospitality - Gaming Ecolab Robert L. Van Ness Paula Eylar-Lauzon Chuck Lehman Preferred Hotel Group Boyd Gaming Corporation Fresh & Ready Foods Frank Fahrenkopf, Jr. Edward A. Mady SENIOR ADVISOR Marc Falcone The Beverly Hills Hotel and Bungalows Taketoshi Takemoto Stations Casino LLC Dean McClain ACE Denken Co., Ltd. Deirdre Flynn McClain Consulting Group North American Association of Food Jordan Meisner EX OFFICIO Equipment Manufacturers Hyatt Hotels Corporation UNLV Hotel College Alumni Chapter Douglas Fryett Eileen Moore President Fryett Consulting Group The Flamingo Las Vegas, The Linq Hotel & Holly Lindsay Robert Grimes Casino Venetian Resort Hotel and Casino, Delmonico ConStrata Tech Consulting Timothy (Tim) Muir Steakhouse David Hanlon Choice Hotels International UNLV PGA Golf Management Advisory Executive Hospitality Partners, LLC Christopher Silva Board Chair Anne Hanson St. Francis Winery & Vineyards Eric Dutt MGM Resorts International Susie Southgate-Fox Caesars Entertainment, Las Vegas Golf Soo J. Hong Lettuce Entertain You Enterprises Inc. Operations Consultant 3 Fall/Winter 2015 Can UNLV Help Put More Care into Healthcare? With a flourishing hospitality college and a new medical school on the way, UNLV is aiming to turn talk into a real training opportunity. Now that the healthcare industry is grappling What is driving the focus on patient with a growing emphasis on patient satisfaction, satisfaction? hospitality mecca—Las Vegas—is proving to be “Healthcare providers recognize that patients a ripe environment for the hospitality in healthcare today have more choices than ever before,” conversation. explained Shoemaker. “And with choice comes power, especially given that customer perceptions Healthcare ‘Checks in’ with Hospitality can easily spread via the Internet, creating a real “Patient satisfaction is a pivotal topic for the impact on the business of healthcare.” modern medical field,” Harrah Hotel College Dean Another huge financial factor, according to Stowe Shoemaker told a group of healthcare Shoemaker, is Medicare reimbursement. professionals at the college’s first Hospitality in “Since 2012, Medicare reimbursements have Healthcare Conference, held in April of 2015. been based on scores from a standardized Local healthcare advocacy group, Las Vegas HCAHPS* survey,” Shoemaker explained, “in HEALS, and the Las Vegas Convention and which patients rate their experience when it comes Visitors Authority helped organize the event, to things like communication, responsiveness, bringing in dozens of hospital administrators, promptness of service… many of the same doctors and nurses from across the valley to meet performance metrics that are used in the hotel/ with hospitality experts about specific strategies to resort business.” improve the patient experience. “Medical professionals are really charged Where the hospitality industry comes with making the patient experience part of the in… cure” said Dr. Shoemaker, who served as a key “Creating a great customer experience is what researcher in a two-year patient loyalty study we do,” said Shoemaker, “and there are many funded by University of Texas MD Anderson fundamentals of hospitality that can translate to Cancer Center in Houston. “This is something that healthcare.” requires training based on understanding patients’ A panel of six Las Vegas hotel executives at expectations and where hospitals fall short on April’s conference pointed out the operational 4 these expectations.” *Hospital Consumer Assessment of Healthcare Providers and Systems PREMIER Magazine similarities between hotels and hospitals, in for a routine mammogram has very in fall 2017. which include the check-in/check- different needs than someone coming “This is not an if we will incorporate out processes, food and beverage in for an extensive treatment,” said Dr. hospitality into our classes, it is a how service, laundry and cleaning service, Steele, whose organization designed conversation,” said Dean Atkinson. etc. Panelists stressed the importance specialized surveys for areas of particular “Laying the foundation of hospitality in our of every point of contact in a facility. care. “We need to build our tactical classes will help caregivers establish a “You should treat every guest like he/ strategies according to the different kinds new standard in healthcare,” she added. she is your very first guest of the day,” of patients we serve.” Meanwhile, discussions about the said Jason Grattini, Director of Guest next year’s Hospitality in Healthcare Relations at the Mirage. Training for the Future Conference are already underway. “We’re The hospitality panelists also discussed Shoemaker and new UNLV School hoping the conference will continue strategies to individualize the customer of Medicine Dean Dr. Barbara Atkinson to grow and attract more and more experience—a philosophy keynote are already in discussion about ways to healthcare groups from around the speaker and MD Anderson physician, Dr. integrate hospitality principals into the country,” said Shoemaker. “We think Joseph Steele, is already implementing curriculum of the new medical school, it’s the right time and UNLV is the right at his Houston facility. “A patient coming which will welcome its charter class place.” P 5 Fall/Winter 2015 COLLEGE NEWS Singapore students talk with Vice President of Human Resources for The Mirage, Rick Jost. Singapore Class Completes Program on a High Note! “When you embark on your career, think about how the business will change,” President of The Mirage, Trevor Scherrer, told a room of soon-to- be Harrah Hotel College graduates.