Award Date

Fall 2012

Degree Type

Professional Paper

Degree Name

Master of Hospitality Administration


Hotel Administration

First Committee Member

Curtis Love, Chair

Number of Pages



The luxury guest is a sophisticated world traveler, loaded with high expectations, hungry for the next must-see hot spot for business or leisure. As such, international hotel companies are on a quest to find unforgettable locations worldwide in order to provide their loyal followers an unrivaled experience, and stay one-step ahead of the competition. Orchestrated of high-end tangible comforts, beautiful structures, and elegantly appointed décor, the luxury segment may be defined by the words “Five-Star” and “Five-Diamond” – as these are the global synonyms to luxury that creates the ultimate upgrade to travel and leisure. However, the most commonly known element and the driving force to extraordinary properties worldwide is a simple word that evokes the feeling of being pampered and treated as a royal: service. Hence, its employees define true luxury – they are those that deliver the service, exceed the guest’s expectations, build rapport, and create memories of emotional proportions.


Customer services; Hospitality industry – Employees; Luxury; Travel


Business | Hospitality Administration and Management | Tourism and Travel