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.
4 of 21 in Field Work
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 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 2026HFT 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 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 2024