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.
2 of 21 in Theme Parks
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 2026