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.
3 of 21 in Service
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 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 2024