Analyses and case studies
Case studies
Coursework from Rosen College that involved looking closely at a real place or problem: lodging segments, events, hospitality systems, field observation, and the frameworks behind guest service. Each one links to the original file.
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HFT 4752 Management of Guest Experience in Theme Parks · Summer 2026
Front Desk Integration Matrix: Guest Cards at Pop Century
A filled-in Integration Matrix applying Disney's four quality standards (Safety, Courtesy, Show, Efficiency) across the three delivery systems (Cast Member, Setting, Process) to a single service activity: front desk cast members writing and delivering personal cards to guests at Disney's Pop Century Resort. Drawn from the author's own role at the resort, it specifies training, themed language, materials staging, room-delivery safeguards, and a per-shift cadence so the practice is safe, on-theme, and sustainable.
Theme ParksServiceField WorkJuly 2026HFT 4752 Management of Guest Experience in Theme Parks · Summer 2026
Safety Debate: Who Bears Responsibility for Attraction Accidents
A position piece on how blame should be apportioned after a theme park accident among the manufacturer, the park, the operators, and the guests. It argues that the company, not the individual employee, carries liability for operational failures because it owns training and the safety systems, and concludes that parks must keep safety at the front of every employee's mind through daily reinforcement and strict enforcement of existing rules.
Theme ParksSafetyJune 2026Lodging · Spring 2026
Cypress Trails: Turning Around a Glamping Resort
A case analysis of Cypress Trails Outdoor Resort, a glamping property on Lake Tohopekaliga in central Florida whose guest satisfaction scores are slipping under staffing, maintenance, and seasonal-occupancy pressure. Jeremy describes how outdoor lodging differs from hotels, then proposes seasonal nature-based programming, a resort app, deliberately recruited live-in staff, and paid local experiences to lift guest experience, efficiency, and ancillary revenue. A companion outdoor-lodging analysis is attached as a PDF.
LodgingApril 2026HFT 3444 Hospitality Information Systems · Spring 2026
Selecting a Property Management System for the Pacific Rim Bangkok Hotel
A consultant-style response to the Pacific Rim Bangkok Hotel case, in which a 235-room luxury hotel must replace a failing legacy PMS. Jeremy identifies who belongs on the selection team and why, lays out a six-step selection process, lists the functions each department needs, proposes a weighted evaluation rubric, and shortlists three cloud PMS vendors (Preno, Mews, Cloudbeds) with a team-based demo process for choosing among them. He draws on his own front-desk and back-office work at a Disney resort.
Hospitality TechLodgingApril 2026Event Management · Spring 2026
MegaCon Orlando: Event Analysis and Strategic Evaluation
A structured analysis of MegaCon Orlando, the FAN EXPO HQ pop-culture convention at the Orange County Convention Center that drew 230,000 attendees in 2026. Jeremy covers the organizer, event history, objectives, competitors and SWOT, target market, economic impact, macro-environmental factors, unique features, and security and prop policies, and concludes the event is well run, with one recommendation: break the massive show floor into IP-themed areas.
EventsApril 2026Event Management · Spring 2026
Attending and Speaking at a Virtual User Group: FMDisc
An event-experience reflection on FMDisc, a monthly Zoom user group for Claris FileMaker developers that Jeremy attends and regularly presents at. He describes how the three-hour event is organized, how he works to stay engaged as an attendee and to make sessions interactive as a speaker, and weighs the strengths and weaknesses of online events in a SWOT, tying it back to the 400-member developer community he runs.
EventsHospitality TechMarch 2026Lodging · Spring 2026
Bonnet Creek B&B: Too Much Technology for Six Rooms
A response to an instructor case describing a day at Bonnet Creek B&B, a six-room Orlando property that runs breakfast orders, housekeeping, check-in, maintenance, pricing, and marketing through a stack of cloud tools. Jeremy grants the efficiency and data benefits of cloud systems but argues the automation is out of proportion to the property's size and recommends scaling back to one or two apps so hosts talk to guests again.
LodgingHospitality TechMarch 2026Event Management · Spring 2026
Event Management Course Reflection
A closing reflection on the event management course, taken as an elective after a year in Disney's events department. Jeremy came in doubting events offered enough guest interaction, and leaves having found niches, like treating event speakers as guests, where a guest-experience focus fits. He also gives candid feedback on the workload, the industry interviews, and the course's test format.
ReflectionMarch 2026Lodging · Spring 2026
Informational Interview: The Cabin on the Lake
An overnight stay and informational interview with Hugo Hernandez, sole owner of The Cabin on the Lake, a six-room bed and breakfast in Lake Helen, Florida. Jeremy watches one person run maintenance, construction, housekeeping, breakfast, and check-in at once, and concludes that his own B&B would have to put guest service first and that construction and maintenance are the gap in his skill set.
LodgingField WorkMarch 2026Lodging · Spring 2026
Lodging Course Reflection
A short end-of-unit reflection on the lodging course. Jeremy writes that studying the sector reaffirmed his goal of running a bed and breakfast, that the volume of technology in the readings pushed him toward using it only where it does not replace guest interaction, and that he still needs to make peace with KPIs and strengthen the accounting and business side of ownership.
ReflectionMarch 2026Lodging · Spring 2026
Pop-Up Glamping at the Fairgrounds
A group concept for pop-up lodging pitched at state and county fairs: 20 to 50 air-conditioned glamping tents on the edge of the fairgrounds so out-of-town visitors, families, and young adults can walk between the fair and their beds. The team works through target market, structures, amenities, reservations, a ten-person core staffing model, technology, sustainability, and a partnership with a national midway operator, then brainstorms names.
LodgingMarch 2026HFT 3444 Hospitality Information Systems · Spring 2026
Reading a 2014 Customer Engagement Technology Report in 2026
A review of a 2014 lodging industry report on Customer Engagement Technologies (CETs), covering hotels' adoption of social media, mobile websites, apps, and loyalty programs and their plans for the following year. Jeremy questions the report's 'digital arms race' framing, summarizes where the industry stood and where it hoped to go, and reflects from 2026, and from his own work at a Disney resort, on whether hoteliers' wish for guests to manage their entire stay through technology was a good one.
Hospitality TechLodgingMarch 2026HFT 3444 Hospitality Information Systems · Spring 2026
Restaurant Technology Assessment by Department
A case response assessing a restaurant chain's technology department by department: host stand and reservations, kitchen, front of house, bar, and back of house. Jeremy finds the hardware and software current but unevenly used, argues each department should measure technology by how much guest-facing time it frees up, and recommends online ordering and an active content and social presence as the chain's Web 2.0 priorities.
Hospitality TechMarch 2026HFT 3444 Hospitality Information Systems · Spring 2026
Social Media Evaluation: Wine Bar George
An evaluation of the social media presence and strategy of Wine Bar George, the Disney Springs restaurant. Jeremy inventories its channels, audience, engagement, content quality, and posting frequency, notes that much of its reach comes from Disney fan creators rather than its own accounts, and suggests the restaurant engage with those creators, add TikTok and YouTube, feature staff and regulars, and reply more.
Hospitality TechMarch 2026Lodging · Spring 2026
The Johnson Family as Airbnb Hosts
A case analysis of the Johnson family, who rent one unit of their duplex on Airbnb while living in the other. Jeremy lays out what the host network handles for them, the burdens they carry alone (cleaning, maintenance, calendar, guest service, neighbor and government pressure), how that differs from a staffed hotel, and closes with a proposed host-support program and a balanced local-policy framework.
LodgingMarch 2026Event Management · Spring 2026
Denver vs. Orlando as Event Destinations
A two-part comparison of Denver and Orlando for meetings and events. Part one profiles each city and its destination marketing organization (Visit Denver and Visit Orlando); part two builds a side-by-side chart of airports, convention centers, hotel inventory and September rates, reception and concert venues, and attendee experience for a 5,000-person conference. Jeremy recommends Denver for that group while noting Orlando scales far better for events of 11,000 and up.
EventsFebruary 2026HFT 3014 Wellness in Hospitality and Tourism · Summer 2025
Taking What You Learned Home: A Wellness Resort Send-Off
A term-project slide deck for a wellness in hospitality course, framed as the closing session a wellness resort gives departing guests. It recaps what guests experienced (time away from the phone, healthy food, rest, recentering, mindful social connection), teaches habit-formation basics, prepares guests for the 'what the hell' effect when they slip, and lays out concrete steps for today, tomorrow, next week, and next month. Jeremy's closing notes explain why guest follow-through interested him and what he learned about reducing friction and identity-based habits.
WellnessJuly 2025HFT 3450 Guest Services Management I · Fall 2024
Eggs Up Grill: a RATER and GAPS analysis
A service assessment of Eggs Up Grill, a diner in Winter Garden, scored against the RATER attributes and examined through the four principles of the Gap model. Jeremy finds the diner reliably delivers the informal service it promises, then recommends a dedicated greeter, guest surveys, small 'wow' touches for waiting to-go guests, and leadership that visibly empowers staff.
ServiceField WorkNovember 2024HFT 3450 Guest Services Management I · Fall 2024
Midterm reflection: the Personal Versatility IQ module
A midterm written in two parts: an executive summary pitching a Personal Versatility Intelligent Quotient training module to a service team, built around the ladder of inference and the AIR principles of Advocacy, Inquiry, and Reflection, followed by a personal reflection. Jeremy identifies where he climbs his own ladder (mostly with co-workers, not guests), ties it to his INFP and DISC results, and lays out concrete recovery techniques.
ServiceReflectionNovember 2024HFT 2254 Lodging · Fall 2024
Mystery shop: Hyatt Regency Miami
A mystery-shop report on a two-night stay at the Hyatt Regency Miami in October 2024, walking through booking, check-in, housekeeping, food and beverage, concierge help, and checkout. Jeremy finds an older but clean, calm, and well-run property, noting small misses such as an unexplained elevator key requirement and a cramped fitness room.
LodgingField WorkOctober 2024HFT 1000 Introduction to Hospitality and Tourism · Spring 2024
Exploring a career as a concierge
A short career-exploration paper on the concierge role written for an introductory hospitality course. Jeremy surveys the job's responsibilities, demand in the Orlando market, Bureau of Labor Statistics wage data, and the typical path into the role, then explains why he wants it despite the pay and how his teaching and software background could help bring technology to the guest-concierge relationship.
ReflectionMarch 2024