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Page 1 of 15
Hospitality’s Escapism
By Ken Williams
Presented to: Sandra Negly, for PRT Foundations of Parks,
Recreation, and tourism
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Hospitality’s Escapism
What is it about life that makes living , and getting through it so excruciatingly hard? In
the urban life one may, in a city like New York or Las Angeles, be surrounded by people in
excess of hundreds of thousands, even millions and be forced by society to live a life of
ignorance of others and ignorance of one’s self. One’s daily life may entail a litany of
uncomfortable and anger inducing activities and situations that can cause people to simply
repress, besides one cannot simply go crazy and forget about others surrounding and lash out at
the kid on the corner who just spit his/her gum out in the middle of the side walk for others to
step in, at the peak of one’s very much crappy day. Yes, life is filled with repression,
degradation, stupidity, moments of helplessness, and above all responsibility, responsibility and
obligation to others often structured upon neglect of one’s own self. Even though, the conceptual
truth is that one cannot take care of others, and their demands, until one takes care one’s self
first. Overall, life - in one facet - is about sustainability, to fulfill and sustain one’s self so as to
fulfill and sustain the responsibilities and pressures that life so often is about. So how is this
done? There are many avenues to take, however many go the route of the vacation – the holiday
– and thereby utilize the hospitality industry to fulfill their needs of personal sustainability and
rightly escape. The hospitality industry has provided from its earliest beginnings for such needs,
and now, as a pillar of economic stability, continues to do so by providing avenues for human
development and mass leisure for singles, couples, and family travelers in both natural settings
and manmade theme resorts introduced to the public by such individuals as Fred Harvey and Jay
Sarno.
The need for hospitality in its most basic state, of course, dates back to antiquity. Those
who celebrate the yearly Christian holiday of Christmas, would surely remember the story of
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its founding with the traveling of Joseph and Mary, “ 6. And so it was, that while they were
there, the days were accomplished that she should be delivered. 7. And she brought forth her
firstborn son, and wrapped him in swaddling clothes, and laid him in a manger, because there
was no room for them in the inn”(Luke 2:6-7, King James). Though the Bible in all its known
versions is, arguably, not an historical text the account of the event nonetheless, supports the role
of the inn, of the hospitality industry, to shelter, to provide a safe place for travelers to lay their
heads and rest. Traditionally, the belief is that though there wasn’t any room in the inn, the inn
keeper, nonetheless provided the holy family with shelter and care within the stables, and so
fulfilled what is a principle in hospitality, to do one’s best to take care of others. Today, in
fulfilling such, the simple inn of a few rooms has greatly been expanded to be a world-wide
industry and a corner stone of economic stability,
“Tourism’s Effects on our Economy
Resident and international travelers in the United States spend an average of
$2.2 billion a day, $92.8 million an hour, $1.5 million a minute, and $25,700 a
second.
Tourism generates $813 billion in sales (excluding international passenger
fares on U.S.airlines).
The tourism industry pays $124 billion in federal, state, and local taxes.”
("2012 LODGING INDUSTRY PROFILE")
Today single travelers, couples travelers, and family travelers make up a large portion of
the industry’s business, and as each of these segments desires different types of service,
individual hotels have created specialized services to provide for their wants and needs. Single
travelers, understandably, are more prone to business travel, “ Sixty-three percent of male
business travelers say they often travel alone. That compares to 48% of female business
travelers” (Stoller, 2012). Since the solo and business traveler market is such a large segment,
individual hotels have come to specifically suit their needs. Marriott’s Courtyard brand, which
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has always catered to business travelers, is a good example of this specialization. New Courtyard
hotels offer lobby’s that are less cold and more inviting of social activity with architectural
details that resemble an upscale home instead of a cold chain hotel, and comfortable non-severe
looking lounge chairs, with a Starbucks style counter that doubles as a cocktail bar at night. Also,
in Courtyard lobbies, guests are provided with a dense amount of power outlets to charge and use
electrical devices, as well as an information screen providing information about traffic, weather,
restaurant recommendations, and even airport delays. In private rooms guests are provided with
free Wi-Fi and even a separate area for home theater access. Business travelers, which again are
often single travelers, just as much as any other want to escape, but they must do it while
working, unlike their couples or family counter parts. In providing such specialized surroundings
and services, hotels like Marriott’s Courtyard, amongst others, provide the most time saving and
socially enticing amenities to provide their single traveling guests the most escaping leisure free
time as possible.
The couples market in the lodging industry is also of importance. Couples, are
understandably not just seeking to escape on their own from life’s challenges while on vacation,
they seek to achieve a connection with their partner in their leisure time, couples travelers seek
romance – an ambience in their lodging surroundings away from home and a level of service
which causes the couple to feel special. Research shows that,
Travel helps couples communicate better, and vacations are seen as an
opportunity for “alone time” to improve lines of communication:
More than seven in ten couples who travel together (71%) say talking and
reconnecting is an important reason to spend time alone together while on
vacation.
Couples who travel together report that they are more likely to
communicate well with their partners than those who do not travel together
(84% versus 73%).
Couples who travel together are less likely to say they wish their partner
would do a better job sharing his or her feelings (23% versus 31%).
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Relationships last longer among couples who travel together, and divorce
rates are higher among couples who do not travel together (Rubin, 2013).
Since a vacation for a couple can be such a relationship building experience, creating a stronger
connection and a more resilient partnership, hotels which cater to this market do their upmost
best to create that “special” feeling to help facilitate just such a connection . For instance in
catering to couples, the honeymooning segment is of specific consideration and Sandal Resorts
International offers in their “Honeymoon Romance Package” most everything a newlywed
couple, or any couple for that matter, would want such as an: “Exclusive private transfer from
airport with fruit, champagne and chocolate, a private four-course dinner ocean side for two,
breakfast in bed, rose petal bath for two, couples champagne massage - 50 minutes, "Me and My
Honey Journal" - Scrapbook and Honeymoon photo session, picnic for two on private offshore
island at Sandals Royal Bahamian or Sandals Royal Caribbean.”. ("Tropical all-inclusive
honeymoon," ) Services of this nature are offered not just at large resorts like Sandals but at most
all resorts around the world to facilitate the need of couples to connect with each other, and build
strong relationships, and in essence escape the hectic world which we as individuals, and as
couples even, tend to experience outside of leisure time. In catering to their needs the hospitality
industry helps to refresh and encourage people to more easily handle the stresses of everyday life
with the lasting effects in recreation and leisure which couples take with them.
Once couples have children the market for them changes. At this point in life, stress and
obligation rises to its height, and parents as well as children feel the pressures of time restrictions
keeping them from recreational activities. Parents often will feel over worked and over stressed
and children, in modern society, can often feel the same. This density of stress and obligation has
lasting effects,
Making The Time Is One of the Hurdles for Taking Vacation
While there are a variety of obstacles preventing families from taking more vacation, “time” is the
common thread among them all.
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Approximately one-quarter (22 percent) say they are too busy at work to take time off
Nearly one-quarter (22 percent) cite children’s time obligation to school or other extra-
curricular activities
Approximately one-quarter (22 percent) say difficulty coordinating time-off schedules with
their spouses/partners
[(However,)]
Vacations May Be Shorter, But Families Still Make Time To Get Away
three-quarters of families make sure that not one vacation day is lost or given up
just 1.3 vacation days are left on the table
The Good Vacation Feeling Can Keep Going After The Trip
Sixty-six percent of respondents feel relaxed post vacation; they are fulfilled and happy that
they had some time off.
20 percent of respondents feel energized and ready to get back
to work
("Key findings: Embassy," 2012)
Since vacation leisure time is such a coveted and important area for families, in which they
intend to get as much out of it as possible with as little headache as possible in order to
regenerate, the hospitality industry is at great pressure its self to perform to the wants of the
family in general. And, in meeting these expectations no hospitality entity does it better than
Walt Disney Parks and Resorts. On the “Disney Parks Blog” Tom Staggs, chairman of Walt
Disney Parks and Resorts wrote,
Like most people who visit Walt Disney World Resort, my family and I have our
“must-do” attractions, and as the father of three boys, those attractions often end
with the word “mountain.” Now, rather than dashing as a group, or even splitting
up to gather FastPasses, imagine booking guaranteed ride times for your favorite
shows and attractions even before setting foot in the park. With MyMagic+,
guests will be able to do that and more, enabling them to spend more time
together and creating an experience that’s better for everyone. (Staggs, 2013)
Constantly working ways to improve their guest experience, WDP&Rs offers many services for
the visiting family in their packages including: park hopping options, complementary airport
pick-up, extra time in theme parks, package dining, and even spa treatments amongst many
others ("2013 magic your," ) In today’s world, in which families seem busier than ever, often
with both parents working, and each kid in extracurricular activities, time spent together away
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from such responsibilities is golden, and, though Walt Disney Parks and Resorts greatly assists
their visiting families in escaping such stressors, they are just one of many resorts and lodging
entities that do the same. And, thereby, as a whole provide the service and experiences families
need to get the most out of their recreational and escaping time together.
In the continued development of escaping experiences in the hospitality industry there
exists two types of fully encompassing environments, used and created, by hotel and resort
entities to cater to the personal needs of the vacationing public. These types include the natural
setting resort, which exploits the all-encompassing, and already existing environment of
surrounding nature, and the completely manmade environment, of abundance in Arizona’s Las
Vegas, which exploits the desire of the public to be entertained and forget about their normal life
troubles – while spending their money. Each, in their early development were influenced by
guiding individuals which set foundations for these fully encompassing environments.
Of particular importance in developing the hospitality industry in the natural
environment, and American westward expansion, was Fred Harvey and his hotel-restaurant
entity the “Fred Harvey Company”, and the young women whom worked in his establishments
his, “Legendary Harvey Girls – [which] were the first major female workforce in America,
allowing single women for the first time to travel independently, earn a decent living, and, over
time, help settle the American West” (Fried, 2010). In the national parks Fred Harvey was of
influence in that he was,
“Walt Disney before Disneyland. He and his partners at the Santa Fe [railroad]
played a huge role in the development of American tourism as we know it. Fred
Harvey was largely responsible for the creation of the Grand Canyon as the
country’s premier natural tourist attraction, as well as the development of the
mythic southwest and what grew into the National Park System.” (Fried, 2010).
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Hospitality holdings in American national parks were, and still are, important in that they
provided for the comfort of home while also motivating people, of often urban environments, to
take pride in America and explore the wholeness of nature. At the Grand Canyon today (one of
Fred Harvey’s favorite settings) visitors can escape the troubles of life by classically riding
mules down to the bottom, visiting beautiful Havasu falls just outside the park in the Havasupai
Indian reservation, and hike and take bicycle rides along the breath taking rim. And, in Yellow
Stone people can see the wonders of geothermal activity. And at lake Quinault lodge Near
Olympic national park on the Washington state peninsula Harvest Moon, a native American
basket weaver and story teller, said in reference to the lodge and the land surrounding that,
“people and kids and family of all ages can come here and have as much activities and as much
as Disney Land.” (Zelle, 2002). Such activities exist in all national parks, away from the urban
environment and work, and help people fulfill the needs of their human development in
physically taking part in long hikes, intellectually by learning about the environments they are
exploring, socially in conversing with others from also foreign locals, and emotionally and
spiritually by reconnecting with themselves as, “everybody needs beauty as well as bread, places
to play in and pray in. When nature may heal and give strength to body and soul alike.”- John
Muir (Catherine, 2011).
The “feeding” of body and soul through visiting all-encompassing nature destinations,
like the national parks may be of rejuvenating importance to guests of the hospitality industry,
however, there are those who prefer the concrete jungle to escape their worldly troubles, and
seek an environment more man made. A great proponent of this type of hospitality driven
escapism was Jay Sarno of Las Vegas’ Caesars Palace resort. “You can get in an argument over
who started the Las Vegas Strip, but there's no question it was Jay Sarno who changed it forever.
The fast-living genius behind Caesars Palace and Circus Circus invented the fantasy resort and
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the modern family resort, twin ideas that have guided the past three decades of Las Vegas'
growth.” (Evans, 1999). Jay Sarno’s Caesers Palace was the first of its kind, “ this was theme
architecture, it is creating an entire environment which would transport people to another time
another place.” (Morowitz, 1998). So said Allen Hess, author of “Viva Las Vegas: After hours
architecture”. People who tend to spend their vacation time in enveloping theme resort
environments differ contrarily from those who tend to vacation in nature created environments,
in that instead of seeking peace and inner restoration, they tend to, instead, seek to have just plain
fun, to let go, and enjoy life rather than deal with it, and be entertained. People of all types come
to such resorts to partake in mass leisure, and theme resorts offer it in abundance, of course in
Las Vegas with the casino, but in other ways as well, at the Atlantis resort in the Bahamas guests
can swim with dolphins, and still in Las Vegas one can pursue the fun of mass leisure in
watching a plethora of free shows like the dancing fountains of the Bellagio, or a manmade
volcano erupt at the Mirage resort. Even more so, people can pursue instant gratification at the
canal shops at the Venetian resort, and at the height of such leisure activity one can even ride a
roller coaster atop the observation tower at the Stratosphere resort. The list goes on and on.
The hospitality industry has existed for a long time, always with the guiding “rule” of
providing a place to stay and sleep, and to take care. Now with being an economic power house,
the industry continues in doing so, by providing for most all segments of society in singles,
couples, and family travelers, and providing for individualistic ways to enjoy their leisure time
and escape the troubles of their everyday lives; either it be done through the pursuits of human
development in enveloping natural settings or by pursing fun and mass leisure through the
manmade, and also all enveloping, theme resort of abundance in America’s Las Vegas.
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References
"2012 LODGING INDUSTRY PROFILE." www.ahla.com. American Hotel & Lodging
Association . Web. 7 Jun 2013. <http://www.ahla.com/content.aspx?id=34706>.
Stoller, G. (2012, July 30). Pluses of travel outweigh hardship, business travelers say.
USA Today. Retrieved from http://travel.usatoday.com/news/story/2012-07-30/Pluses-of-
travel-outweigh-hardship-business-travelers-say/56595208/1
De Lollis, B. (2008, Alril 01). Marriott perks up courtyard with edgier, more social style.
USA Today. Retrieved from http://usatoday30.usatoday.com/travel/hotels/2008-03-31-
marriott-courtyard-makeover_n.htm?loc=interstitialskip
Rubin, K. (2013, May 14). Study shows health, wellness, relationship benefits of 'travel
effect'. Domestic Travel, Retrieved from http://www.examiner.com/article/studiy-shows-
health-wellness-relationship-benefits-of-travel-effect
Tropical all-inclusive honeymoon packages & resorts: Sandals Caribbean honeymoons.
(n.d.). Retrieved from http://www.sandals.com/weddingmoons/tropical-honeymoon-
packages/packages.cfm?package=romance
Key findings: Embassy suites hotels vacation survey with parents magazine.(2012, June
05). Retrieved from http://embassysuitesmediacenter.com/assets.EMBS/docs/Newsroom/
2012/ESH_Get_MORE_Vacation_Parents_Survey_Fact_Sheet_FINAL.pdf
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Staggs, T. (2013, April 22). [Web log message]. Retrieved from
http://disneyparks.disney.go.com/blog/2013/01/taking-the-disney-guest-experience-to-
the-next-level/
2013 magic your way platinum package | vacation packages | walt disney world resort.
(n.d.). Retrieved from https://disneyworld.disney.go.com/vacation-
packages/2013/platinum/
Fried, S. (2010). Appetite for america: How visionary businessman fred harvey built a
railroad hospitality empire that civilized the wild west . (1st ed., p. XVI). NY: Bantam
Books.
Catherine, Tatge, dir. "American Masters" John Muir in the New World. Writ. Leslie
Clark. Global Village Media, 2011. Film. 14 Jun 2013.
Zelle, Carolyn, dir. Great Lodges of the National Parks: Pacific Northwest Lodges. Prod.
John Grant . Oregon Public Broadcasting, 2002. Film. 14 Jun 2013.
Evans, K. J. (1999). Jay Sarno. Las Vegas Review - Journal, N.A., Retrieved from
http://www.reviewjournal.com/news/jay-sarno
Morowitz, N. (Writer) (1998). Modern marvels: Las Vegas hotels [Television series
episode]. In Modern Marvels. N.A.: History Channel.
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Professional Interview
Interview with:
Bethany Rouselle
Hotel Manager
Extended Stay America
7555 S. Union Park Avenue
UT 84121
*Notes takes from answers.
Firstly, do you like your job? And, also, what don’t you like about your job?
Like: More of leader even as a child Likes to know every thing that’s going on. Her job satisfies
that need
Dislike: Firing people. Firing people is the worst part and dealing with difficult people.
What’s the rundown of what you typically do on a regular day of work?
Mon: Rooms assigned and maintenance in order
Tues: Breakfast is set up.
Wed: Billing is made correct.
Thurs: Schedules completed for all employees
Fri: Overtime check, and all employees payed correctly.
Other: Check all rooms, ordering for the whole property, paperwork in general. End of month
reports are very important.
Hospitality is an industry where personal service is key. What’s your belief in how to deliver great
service?
Go overboard, can never be too happy and offer as much as you can. Call guests to see how their
room is, always open the door for people.
So your title here is “Hotel Manager”, how did you, and what did you, do to arrive at your position?
Saw a now hiring sign in window for housekeeping. Did housekeeping for 4-6 months, then front
desk for 8 months, then went to assistant manager at sugarhouse location for 4 months, then was bumped
up to hotel manager for current location. ~ Lots of maintenance as a manager.
What lessons have you learned in working in hospitality?
- That over helping causes trouble.
- That a smile goes a long way.
- To always be empathetic.
- And, don’t put things off. Put things over, tackle as much as you can in a single day.
I’m a student and so, I’d like to know, when hiring for a front office position what skills do you most
value, and look for?
Three things: Be reliable, training takes time, and she doesn’t want someone who will call out.
And, wants someone who can sell, someone who can create “pull-in” to make a reservation.
And also, someone who just makes guest happy. Guests are dealing with money issues and home
situations. Wants someone who makes guests feel settled.
Skills: customer service skills, ability to “keep cool”, to easily represent the property, cleanliness,
Typing is important.
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What is the best boss you’ve ever had? What made them so great?
*No mention of actual name.
Person was, understanding and wanted to hear all the details of a situation. They were, willing to
help others when they had a spare moment. They, often gave positive feedback and criticism. And, they
gave reminders when dead lines were coming up. And, often gave praise, that’s important.
In studying at school, in this area, what would you say are the most important subjects to pay attention to?
Accounting is big, and English skills in writing because writing to staff and to guests one has to
represent the property and one’s best self.
My career aspirations
My career in hospitality, at this point as I am just a student, can easily go in many areas.
Many people get a degree in one area and find that in their actual career they’re doing something
drastically different from what they had initially expected to be doing, based on what they had
studied. So, therefore, at this stage in my life/career I think it best to be flexible in career
opportunities and directions, to take what opportunities that come and make the best out of them.
However, at the moment I do have a dream job. I would absolutely, want to manage the hotel
operations for a Fairmont resort hotel. Honestly, I would settle, or even prefer, any upscale resort
attraction in the warmer areas of the country or world for that matter. By preference, I would
want to work for Fairmont because of simply one hotel that that company holds, the Banff
Springs hotel in Canada’s Banff Spring’s National park. The Hotel is an architectural gem and its
surroundings are breathtaking in natural scope.
Working in the Banff Springs Hotel, for Fairmont, is considered an honor and only their
best employees are accepted to do so. So, in order to go about working in such a fine location
and hotel, I firstly would want to do as well as I can in my classes at the university of Utah, and
in my internships, of requirement. Concerning these internships, I aim to try and get an
internship in a national park area. Of preference in this area, would be the grand hotels with in
Glacier national park. Doing so would provide me with up-close experience in serving guests
who prefer to stay in comfortable accommodations while enjoying the splendor of a high
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mountainous natural environment. However, even if I’m not capable of getting an internship in
Glacier I would be happy to get an internship in any natural environment setting. And also, if I
could even possibly get an internship at an actual Fairmont property somewhere, anywhere, in
the country I would take it without a moment’s hesitation.
After my internships, and graduation, I intend on simply applying and sending my
resume to any and all Fairmont properties in the country to see if one will take me. But, before I
do, it would be wise to read up on the company with such books as, “the Fairmont hotel: a
pictorial history” by Gerald booth or “Hotel: an American history” by A. K. Sandoval-Strausz to
get a better understanding of the company and also of the history of how hospitality, as it now is,
came to be in the United States, and then work my way up to management and hopefully a
position in the Banff Springs Hotel.
Even still, I realize that setting all my aspirations on just one company is unwise and
highly impractical. After Graduation, if my hopes of getting into a Fairmont property don’t work
out, I honestly just want to get out of Utah. I want to go to San Diego, or anywhere in southern
California that will take me, basically to send my resume to as many large hotels in southern
California I can, and see again, if some property will have me. For me, of course, the ideal hotel
in southern California to work for would be the famous Del Coronado Hotel on the beaches of
San Diego. And, to be more versed in the property’s history it would be wise to also read up on
this property as well with such books as, “Hotel del Coronado History” by Hotel del Coronado
Heritage Department or any number of books of the city of San Diego. I plan on never actually
working in any distinct property for more than five years, in order to get the most out of my
career as I can. For me, the point is just to work, just once, in such properties as the hotels of
Glacier national park, or the Banff Springs Hotel, or even the Del Coronado. After working for
just one of them, or even any greatly historic hotel, I just want to explore, to take advantage of
the nature of the hospitality industry, to live and work in beautiful places where most people are
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only able to visit. I don’t seek adventure, but I do seek beauty, and any property I’m accepted to
be a part of which may offer beautiful surroundings, I believe, is right for me.