Chris Anderson is a professor at the Cornell School of Hotel Administration. Prior to his appointment in 2006, he was on the faculty at the Ivey School of Business in London, Ontario, Canada. Professor Anderson’s main research focus is on revenue management and service pricing. He actively works in the application and development of revenue management across numerous industry types, including hotels, airlines, and rental car and tour companies, as well as numerous consumer packaged goods and financial services firms. Professor Anderson’s research has been funded by numerous governmental agencies and industrial partners. He serves on the editorial board of the Journal of Revenue and Pricing Management and is the regional editor for the International Journal of Revenue Management. At the School of Hotel Administration, Professor Anderson teaches courses in revenue management and service operations management.

General Managers Program
Overview and Courses
Running for over 30 years, the General Managers Program is the world’s premiere transformational learning experience for hotel general managers and their immediate successors.
As an experienced hospitality professional, you know that the industry is constantly evolving. To be successful, you must lead your team with purpose, embrace the industry’s evolutionary path, and seek opportunities to keep your organization at the forefront. Through GMP, you will hone strategic thinking skills, explore how to create value, and plan for action to tackle today’s most urgent business challenges and opportunities.
The program consists of two learning modalities. First, you’ll complete two live virtual courses, choosing topics that best meet your individual development goals. Topics are offered monthly and will be led by Cornell University faculty experts. Each course will include four 3-hour sessions and be limited to 35 participants to ensure high levels of engagement and networking.
Next, you will come to Cornell University’s School of Hotel Administration in Ithaca, New York to complete the program.* The on-campus experience kicks off with a reception and orientation dinner, followed by five days of intensive, interactive, and engaged learning with peers from around the world. Led by senior Cornell faculty, you’ll take on strategic property-level issues with depth and precision. You’ll concentrate on hotel management issues and collaborate to expand the foundation of your knowledge, broaden your viewpoint, and produce new solutions to the challenges you face. As business transcends continental boundaries, so do we at Cornell. Through our interactive program, participants dissect theory-based ideas and learning, then relate these to current issues in the industry.
If you’re looking for specific, applicable, and workable solutions to your real-time issues and demands, this program offers a management and strategic-thinking toolkit designed to take your property to the next level.
*If it is not possible to travel to the Cornell campus due to COVID-19 restrictions, you will have the option to transfer to a future date or receive a refund for the in-person portion of your registration.
An increasingly complex global business environment requires general managers to think strategically to make smarter business decisions. This program offers participants innovative, practical, and profitable solutions for dealing with global trends in order to improve revenue, profit, and customer loyalty. Through presentations, discussions, case studies, and real-life examples, you'll explore the latest practical and fast-paced lessons in the application of strategic thinking to challenges and opportunities facing the hospitality industry. “Best in the business” (and some worst!) case studies and examples will be drawn from businesses worldwide. At the end of this program, you can expect to take away ideas for implementation in your own business.
PROGRAM SCHEDULE
Session 1:
- The Big Picture: Explore the key trends affecting hospitality and leverage them into better business practices
- Wednesday, February 3: 10am - 1pm (ET)
Session 2:
- Analysis and Application: Identify the most important trends for you and define action steps to test on your organization
- Wednesday, February 10: 10am - 1pm (ET)
Session 3:
- Presentations, Discussion, and a Plan of Action (Part I): Present your action plan and discuss actionable business ideas
- Wednesday, February 17: 10am - 1pm (ET)
Session 4:
- Presentations, Discussion, and a Plan of Action (Part II): Present your action plan and discuss actionable business ideas
- Wednesday, February 24: 10am - 1pm (ET)
Traditional hotel pricing hinges on ensuring rooms are available for late-arriving, higher-yielding guests while building base demand with other consumer segments through the use of historic demand patterns. In today's reduced demand environment, however, revenue management needs to rely less on historic demand patterns, focusing instead on pricing by capitalizing on digital marketing opportunities to ensure hotels drive demand while avoiding rate dilution through excessive discounting actions. Using a strategic pricing simulation, you'll develop an understanding of the interplay between pricing and digital marketing in low-demand markets and refocus on profit versus revenue.
PROGRAM SCHEDULE
Session 1:
- The State of Revenue Management Today
- Wednesday, March 3: 10am - 1pm (ET)
Session 2:
- Competitive Pricing
- Wednesday, March 10: 10am - 1pm (ET)
Session 3:
- Digital Marketing With Google, Meta, and OTAs
- Wednesday, March 17: 10am - 1pm (ET)
Session 4:
- Profit Optimization Through Integrated Marketing and Pricing
- Wednesday, March 24: 10am - 1pm (ET)
The hospitality industry has always been dynamic, whether it's the rise of new distribution channels in the digital economy or new lodging products in the sharing economy. But the COVID-19 economy has accelerated transformation in ways that even the most seasoned hospitality leaders could never have foreseen. The changes wrought by the pandemic have strained the hospitality industry — but also revealed opportunities for those organizations that are nimble and innovative. This mini-program looks toward a positive future for hospitality and the role marketing will play in creating and communicating value for tomorrow's hospitality consumers.
PROGRAM SCHEDULE
Session 1:
- The New Travel Consumer: Changing consumer behaviors and expectations
- Wednesday, April 7: 10am - 1pm (ET)
Session 2:
- Innovation in Hospitality to Drive Demand: Explore product and service changes necessitated by COVID-19
- Wednesday, April 14: 10am - 1pm (ET)
Session 3:
- Marketing to the New Travel Consumer: Examine new digital marketing approaches through conversation and virtual experiences
- Wednesday, April 21: 10am - 1pm (ET)
Session 4:
- Market Planning for Uncertain Times: Develop a roadmap for hospitality marketing that's adaptable for reopening and recovery stages
- Wednesday, April 28: 10am - 1pm (ET)
This program focuses on how to use the tools of finance to evaluate capital investment ideas and sell them to hotel owners and brands. We begin by identifying capital investment opportunities in your property. We then assess the attractiveness of capital investment projects using both simple and sophisticated financial approaches. Finally, we demonstrate ways to use financial analysis to appeal to owners, brands, and other stakeholders.
PROGRAM SCHEDULE
Session 1:
- Uncovering the Value in Capital Investments
- Wednesday, May 5: 10am – 1pm (ET)
Session 2:
- Using Financial Acumen to Sell Your Investment Ideas
- Wednesday, May 12: 10am – 1pm (ET)
Session 3:
- Optimizing Recurring Investments
- Wednesday, May 19: 10am – 1pm (ET)
Session 4:
- Putting It All Together and Selling Ideas to Stakeholders
- Wednesday, May 26: 10am – 1pm (ET)
Luxury is eternally evolving. In this program, you'll gain a thorough understanding of luxury service management and the specific challenges of marketing to today's luxury consumers. Marketing luxury services requires specific principles to enhance and preserve the image of finest quality, exclusiveness, and hedonic value. You'll sharpen your knowledge in marketing by contrasting traditional versus luxury-specific marketing principles within the service sector. You'll explore and actively participate with your peers through a mix of cases, readings, and videos.
PROGRAM SCHEDULE
Session 1:
- What Is Luxury and How Is It Changing?
- Wednesday, June 2: 10am - 1pm (ET)
Session 2:
- Who Is the Luxury Customer and What Do They Want? How to Get Insights Into Their Behavior
- Friday, June 4: 10am - 1pm (ET)
Session 3:
- How Is the Marketing Mix for Luxury Different? What Are the Anti-Rules of Luxury Marketing? Can Luxury Be Mass-Produced?
- Wednesday, June 9: 10am - 1pm (ET)
Session 4:
- Elevating Your Service Experience: The Aesthetics of Luxury
- Friday, June 11: 10am - 1pm (ET)
Innovation is a hot topic these days, and there is a plethora of information regarding how to transform, change, or revolutionize your hotel. But many hotel GMs find the application of technology and product innovation methodologies just do not apply to services. In this course, you'll learn what it takes to create and execute sustainable, service-based innovation programs. You'll zero in on the role of HR in innovation and examine how to integrate your entire staff into the innovation process. Through interactive case studies and active learning exercises, you'll walk away with a clear path to innovation.
PROGRAM SCHEDULE
Session 1:
- What Makes Service-Based Innovation Unique
- Thursday, July 8: 10am - 1pm (ET)
Session 2:
- The Workforce as a Key Element
- Thursday, July 15: 10am - 1pm (ET)
Session 3:
- Value Proposition Design
- Thursday, July 22: 10am - 1pm (ET)
Session 4:
- Business Model Innovation
- Thursday, July 29: 10am - 1pm (ET)
General managers face an array of complex communication challenges. This program provides both seasoned and new GMs with actionable communication strategies they can use at the property level and when communicating to ownership groups. Participants will better understand their own communication style, learn professional storytelling frameworks, polish their presentation skills, and practice giving and receiving constructive feedback. Through interactive lectures and engaging activities, you'll explore how to enhance your leadership presence and communication effectiveness.
PROGRAM SCHEDULE
Session 1:
- Improving Your Personal Effectiveness
- Tuesday, August 3: 10am - 1pm (ET)
Session 2:
- Presenting Your Ideas With Clarity
- Tuesday, August 10: 10am - 1pm (ET)
Session 3:
- Preparing Professional Slide Decks and Reports
- Tuesday, August 17: 10am - 1pm (ET)
Session 4:
- Giving and Receiving Feedback Successfully
- Tuesday, August 24: 10am - 1pm (ET)
In this program, you'll gain insights about competitive trends and influences in the global hospitality industry, and you'll identify the priorities and operational implications for your organization. You'll examine the most current and important economic, demographic, and social challenges within the global hospitality industry and distinguish the ways in which your organization's HR function can be leveraged to address your specific needs. The sessions will involve discussion and analysis of current events along with a formal audit of your organization's key HR policies and practices as a basis for developing a customized improvement plan during the in-person session at Cornell, “Creating Customized HR Solutions.”
PROGRAM SCHEDULE
Session 1:
- Labor Markets and the Evolving Hospitality Workforce
- Wednesday, September 1: 10am - 1pm (ET)
Session 2:
- The Future of Work and Implications for Functional Structure and Job Design
- Wednesday, September 8: 10am - 1pm (ET)
Session 3:
- Technology and Making Your Life Easier
- Wednesday, September 15: 10am - 1pm (ET)
Session 4:
- The Human Dimension: Going Beyond Engagement
- Wednesday, September 22: 10am - 1pm (ET)
Good strategy creation and execution are the key ingredients in a hotel's recipe for success. This mini-program focuses on how GMs can formulate strategies to guide their hotels in creating a sustainable competitive advantage. The goal is to develop a mastery of the analytical tools to evaluate your hotel's competencies and the factors critical to its success as compared to your competitors. We will explore how to examine trends in the competitive landscape, develop a clear and compelling strategic direction, and establish strategic priorities. Our emphasis will be on building strategic thinking, formulating strategies, stakeholder analysis, performance measurement, and developing a viable strategic implementation plan. We will rely on case analyses as well as a toolkit of analytic mechanisms to evaluate your own hotel.
PROGRAM SCHEDULE
Session 1:
- The Strategic Management Process and Strategic Thinking Tools
- Wednesday, October 6: 10am - 1pm (ET)
Session 2:
- Analysis of the Industry, Key Environmental Trends, and Organizational Competencies
- Wednesday, October 13: 10am - 1pm (ET)
Session 3:
- Direction Setting and the Key Elements of Formulating Business-Level Strategies, Operational Objectives, and Priority Analysis
- Wednesday, October 20: 10am - 1pm (ET)
Session 4:
- Putting Strategy Into Action: Accountability and Empowering Execution, Fixing Broken Processes, and Reviewing Performance
- Wednesday, October 27: 10am - 1pm (ET)
The General Managers Program Capstone is the on-campus component that results in the completion of program. It takes place at the Cornell University campus in Ithaca, NY, at the renowned School of Hotel Administration.
Over five intensive days, you will tackle hotel management issues and collaborate with a network of peers to expand the foundation of your hospitality knowledge. You’ll hone your strategic thinking skills to take on today’s most urgent business challenges and opportunities.
SCHEDULE:
Day 1
- 6:00pm – 9:00pm – Opening Reception and Orientation Dinner
- Statler Hotel, Cornell School of Hotel Administration
Day 2
- Professor Kate Walsh
- 8.30am – 5:00pm – Strategizing for Your Success: A Focus on Your Leadership
- In this session, you’ll strategically plan for your success as a leader. Through experiential activities, personal assessments, and interactive feedback, you’ll enhance your understanding of your individualized leadership approach and strengthen your ability to lead, inspire, and build success with others in your hospitality organization. This includes the key role you play in shaping a high-performance culture for your team. You’ll also review ways to inspire your service-level staff through developing the leadership skills of your direct reports. Finally, you’ll explore ways to leave your mark as the leader.
- TOPICS INCLUDE
- Truths and myths about leadership
- The role of emotional intelligence
- How to motivate both outstanding and challenging employees to higher levels of performance
- How to turn work groups into inspired teams
- The power of organizational culture
- Creating your leadership brand
DAY 3
- Professor J. Bruce Tracey
- 8:30am – 5:00pm – Creating Customized HR Solutions
- This session will provide you with an opportunity to develop customized, property-specific solutions to address top HR challenges. Based on information generated from a comprehensive pre-session HR audit, you will engage in hands-on development activities that can be used to refine and/or create new HR policies, practices, and procedures that can be implemented immediately. The development process will incorporate industry best practices and thought leadership, and utilize peer-based feedback and assessment to ensure that the solutions are strategically aligned and operationally actionable.
- TOPICS INCLUDE
- HR value creation
- Major functional HR roles
- HR best practices
- Strategic and operational HR assessment
DAY 4
- Professor Robert Kwortnik
- 8:30am – 5:00pm – Co-Creating Value Through Customer-Centered Brand Marketing
- Marketing — more than any other business function — creates value by driving demand to connect consumers to hospitality companies. Marketing identifies profitable target markets. Marketing crafts competitive positioning strategies and articulates the brand promise. Marketing listens to the voice of the customer to guide service experience design, value co-creation with customers, and measurement of key customer outcomes such as satisfaction, engagement, and advocacy. It is therefore critical to understand how customer-centered brand marketing integrates the activities of hospitality organizations to create value for guests — and for the business.
- TOPICS INCLUDE
- Brand-Based Strategic Marketing
- Identifying, understanding, and targeting profitable market segments
- Mining marketing information from customers, competitors, and the marketing environment
- Driving visible value through service innovation
- Building experiential brands that align the people, processes, and physical evidence strategies of the hospitality organization
- Communicating Brand Value Through Digital Marketing
- Articulating brand promises through integrated marketing communications
- Driving demand and conversions with website optimization
- Co-creating content that builds customer engagement
- Monitoring the return on digital marketing investments
- Brand-Based Strategic Marketing
Day 5
- Professor Steven A. Carvell
- 8:30am – 5:00pm – Financial Management for Value Creation
- To be successful, general managers must maintain positive working relationships with owners and the owners’ representatives. In this session, you’ll learn how to understand the hotel and its management from the owner’s perspective. The first step in this process is to understand value creation from the standpoint of the various stakeholders in a hotel. You’ll then explore specifically how owner objectives within the framework of value creation differ from those of the brand, the guest, and the associates, among others. You’ll define and identify how to maximize the value of a hotel for the owner by understanding the interplay between the operating and real estate investment within a risk-return environment as well as how PIP and other property-level investment plans should be viewed when considering the owner’s perspective. You’ll discuss various owner/manager structural relationships and learn about the pros and cons of each from the owner’s perspective. You’ll examine conceptual and specific examples of measuring and creating value for the owner using operational benchmarking, space utilization, and the interplay of pricing and frequent-stay programs. You’ll explore how an individual hotel’s value can be impacted from the owner’s perspective and how to reallocate resources within a hotel company to maximize the property’s ability to create value.
- TOPICS INCLUDE
- Defining value from a stakeholder perspective
- The owner’s perspective of value creation
- Agency conflict issues within the hotel
- Value measurement and creation from the owner’s perspective
- How the hotel can create value for the owner
- Owner’s investments in a competitive capital environment
- The owner’s view of operations and real estate returns
- Measuring hotel performance through operational benchmarking
- Space utilization and value creation for the owner
- Value to owner (VTO) analysis
- Benchmarking to improve VTO
Day 6
- Professor Cathy A. Enz
- 8:30am – 5:00pm – Leading Innovation and Strategic Change
- Now more than ever, your success as a leader and the performance of your hotel requires agility in adapting quickly, introducing new ideas, and helping your team adjust to the evolving “new normal.” In this session, we’ll explore how to implement and manage change using a multi-step process and action planning. You will practice introducing transformation under several simulated circumstances as well as focus on revisions you wish to make to your property. Many companies around the world have formulated innovative new ideas or practices but fail in implementation. We will explore why as well as what it takes to successfully lead change efforts. Our session will combine simulation, case study, action planning, and facilitated discussion to ready you for the complex challenge of building an agile and effective operation while dealing with uncertainty and resource constraints.
- TOPICS INCLUDE
- Building strategic action planning for the introduction of change
- Understanding the psychology of change and how to manage resistance
- Introducing innovations through a change implementation process
- Why transformation efforts sometimes fail
- Tips for overcoming the cultural and political barriers to change
- 6:30pm – 9:00pm – Reception and Celebration Dinner
How It Works
Ithaca, NY
Ithaca, NY
Faculty Authors
Dr. Carvell joined the Cornell University School of Hotel Administration’s finance faculty in 1986. He is currently a Professor of Finance in the SC Johnson College of Business. Over the past 33 years he has taught undergraduate and graduate courses such as Advanced Corporate Finance, Capital Budgeting, Financial Strategy, and Investments. Dr, Carvell has also been an active teacher in executive education since 1990, working with almost every major domestic and international hotel company to create custom courses for hotel executives. These companies include Hilton, Marriott, InterContinental Hotel Group, Taj Hotels, Jumeirah, Accor, Sol Melia, Le Meridien, Shangri La, and Peninsula. Dr. Carvell has also authored eight distance learning courses through eCornell that are among the most widely demanded courses offered. He has held academic leadership positions at the School of Hotel Administration since 1999, serving as the Associate Dean for Academic Affairs from 2007-2016 and the Academic Director of the Pillsbury Institute for Entrepreneurship from 2013-2016
Dr. Carvell has published numerous articles in academic and professional journals including the Financial Analysts Journal, Journal of Portfolio Management, the Harvard Business Review, and the Cornell Quarterly, and is the co-author of In the Shadows of Wall Street. His work has been featured in the Wall Street Journal, The New York Times, Forbes, Fortune, Institutional Investor, Financial World, and Leaders. He has recently finished a major project designed to identify the determinants of hotel demand for U.S. hotels and another on economic and capital market antecedents of venture capital commitments. He is currently working on a project to disaggregate hotel room rates within urban markets and another to determine the risk-return characteristics of hotel room rates in major U.S. markets. Dr. Carvell is also involved with evaluating the effectiveness of hotel company business strategies using strategic benchmarking and Economic Value Added analysis.
Dr. Carvell has worked for professional money managers in the area of applied strategy in the equity market and served as a consultant to the Presidential Commission on the 1987 stock market crash. His consulting interests include valuation and risk analysis in feasibility studies, hotel debt capacity, strategic benchmarking, and corporate and financial strategy.
Chekitan S. Dev is professor of marketing at Cornell University’s School of Hotel Administration in the SC Johnson College of Business. Since 1986, Professor Dev has taught over 15,000 students and executives both on campus and throughout the world. He is internationally recognized for his teaching and course development and has received multiple awards for teaching excellence from undergraduate students, graduate students, and Ernst & Young.
A globally renowned thought leader with over 125 publications to his credit, Professor Dev is recognized as a leading expert on service branding. He has published his work in some of the highest quality refereed journals, including the Journal of Marketing, Journal of Marketing Research, Harvard Business Review and MIT Sloan Management Review. His work has been presented at the world’s best business schools including Harvard, Wharton, Chicago, Oxford, ESSEC, Indian Business School and National University of Singapore. Recent research awards he has won include a 2017 Best Service Paper Award (finalist), a 2016 Cornell Hotel School Dean’s Academic Excellence Award, a 2016 Industry Relevance Award, and a 2014 Best Paper (runner-up) Award from INFORMS.
Cathy A. Enz is Lewis G. Schaeneman Jr. Professor of Innovation and Dynamic Management Emeritus at the School of Hotel Administration in the SC Johnson College of Business at Cornell University.
Her prior administrative roles included serving as the associate dean for academic affairs, associate dean for industry research and affairs, executive director of the Center For Hospitality Research, and School of Hotel Administration management area coordinator. Cathy has published over one hundred journal articles and book chapters, as well as five books in the area of strategic management and innovation. Her research has been published in a wide variety of prestigious academic and hospitality journals, such as Administrative Science Quarterly, The Academy of Management Journal, and The Cornell Hospitality Quarterly.
Enz has taught courses in innovation and strategic management and is the recipient of both outstanding teaching and research awards. She developed the Hospitality Change Simulation, a learning tool for the introduction of effective change which is available as an online education program of eCornell. Three strategic management courses are also available through eCornell. Enz also presents numerous executive programs around the world, consults extensively in North America, and serves on the Board of Directors of two privately owned hotel companies.
Prior to her academic activities, Enz held several industry positions, including strategy development analyst in the office of corporate research for a large financial services organization and operations manager responsible for Midwestern United States customer service and logistics in the dietary food service division of a large U.S. health care corporation. Enz received her PhD from the Fisher College of Business at Ohio State University and taught on the faculty of the Kelley School of Business at Indiana University prior to arriving at Cornell in 1990.
Rob Kwortnik, Associate Professor of Services Marketing, joined Cornell’s faculty after earning his Ph.D. in Business Administration from Temple University in 2003. He also earned a B.A. in Journalism from Temple and an MBA from California State University, Northridge. Professor Kwortnik’s research focuses on consumer behavior in service contexts, with special attention to service experience management. He has published in the Journal of Marketing Research, Journal of Service Research, The International Journal of Research in Marketing, and the Cornell Hospitality Quarterly, among others. He has been honored eight times as a Teacher of the Year by students at The Hotel School. Prior to his career in academics, Professor Kwortnik held several professional positions in marketing and was a travel industry consultant. He is a recognized expert on the leisure cruise industry.
- Digital Marketing 360
- Social Media Marketing
- General Managers Program
- Advanced Hospitality Strategic Marketing and Brand Innovation
- Advanced Hospitality Management
- Management 360
- Integrated Marketing 360
- Revenue Management 360
- Hospitality Management 360
- Strategic Hospitality Marketing
- Hospitality Management
- Hospitality Digital Marketing
Andrew Quagliata is a Senior Lecturer of Management Communication at the Cornell School of Hotel Administration. He teaches a first-year business communication course, an upper-level persuasive communication class, and Communication for Entrepreneurs. He is the faculty sponsor of the Leland C. and Mary M. Pillsbury Institute for Hospitality Entrepreneurship Annual Pitch Deck Competition. Professor Quagliata holds a Ph.D. in organizational communication from the University at Buffalo. His research interests include communication pedagogy, entrepreneur communication, and the relationship between communication and career success. He has held professional positions in both finance and higher education.
Neil Tarallo is a senior lecturer of entrepreneurship at the Cornell School of Hotel Administration. He currently serves as the director of the Cornell University Entrepreneurship Bootcamp for Disabled Veterans (EBV), which offers entrepreneurship education to post 9/11 veterans and as the director (interim) of the Leland C. and Mary M. Pillsbury Institute for Hospitality Entrepreneurship. He has also served as the curriculum lead and co-PI for the U.S. Small Business Administration, Office of Veteran Business Development’s boots2business program.
As an entrepreneur, Tarallo has owned and operated companies in the fields of photographic retail and quick printing. He has also purchased, rehabilitated, and sold numerous businesses. Tarallo currently has an active consulting practice as well a commercial real estate development and management company. He is also member of a venture capital partnership and an active angel investor.
A seasoned active entrepreneur, academic, and consultant with a proven track record of bringing real world experiences to students, veterans, and corporate/non-profit clients internationally in the classroom, online, and through seminars.
”I teach and have created a broad spectrum of entrepreneurship courses for delivery in the classroom and online with significant experience developing academic entrepreneurship programs, including centers and institutes, dating back to 1994. Teaching experiences in Djibouti (Africa), South Africa, Germany, Italy, South Korea, and Japan have given me the opportunity to observe entrepreneurship in cultures and economies outside of the United States. These experiences have broadened my entrepreneurial repertoire in the classroom and in consulting engagements.
These experiences have also helped me to understand the importance of aggregating theory and practice in the classroom. I have found that by designing a curriculum rich in experiential learning opportunities and engaging students in a real world application of knowledge, I am able to provide a more impactful learning experience that will also translate into their professional lives.
Along the way I have developed expertise in establishing entrepreneurial behavior, culture, mindset, and structure for existing corporations/organizations with over 20 years’ experience applying these skills in corporate and academic environments as an entrepreneur and consultant. When I am not teaching, I work with corporations and non-profits to help them create new markets through value proposition design, customer experience mapping, and business model evolution.”
Dr. Kate Walsh was named the seventh dean and E.M. Statler Professor of the School of Hotel Administration on June 16, 2017. She served as interim dean and E.M. Statler Professor for one year beginning July 1, 2016, the first day of operations for the Cornell SC Johnson College of Business. A professor of management, she has been a member of the school’s faculty since 2000. Dean Walsh received her Ph.D. from the Carroll School of Management at Boston College and her MPS degree from Cornell’s School of Hotel Administration. She holds a Bachelor of Science in accounting from Fairfield University.
Dean Walsh came to Cornell with extensive industry experience, including posts as Director of Training and Development for Nikko Hotels International, corporate training manager for the former Bristol Hotels, and senior auditor for Loews Corporation. She is also a former New York State Certified Public Accountant.
Since the beginning of her administration, Dean Walsh has focused on revamping The Hotel School’s alumni outreach; working with the faculty to undertake a comprehensive review of the graduate and undergraduate curriculums; and reengaging with the hospitality industry, most notably through the creation of an industry immersion initiative for faculty. Already, members of the faculty have traveled to Washington, D.C.; New York City; and Los Angeles to learn from corporate executives and other experts in the hotel, restaurant, real estate finance, and technology sectors.
In addition to these ongoing efforts, Dean Walsh is working in collaboration with her colleagues on the Cornell SC Johnson leadership team on growth initiatives to strengthen the school and take advantage of opportunities afforded by the establishment of the college, including the potential to develop programming in New York City.
- General Managers Program
- Advanced Hospitality Strategy
- Advanced Hospitality Management
- Advanced Hospitality Leadership
- Hospitality Strategy
- Hospitality Leadership
- Management 360
- Hospitality Management 360
- Performance Leadership
- Hospitality Management
- Executive Leadership
- Change Management
- Leadership Essentials
- Executive Healthcare Leadership
J. Bruce Tracey is a Professor of Management at Cornell University’s School of Hotel Administration. Professor Tracey has taught courses in human resources management for undergraduate, graduate, and professional audiences throughout North America, Europe, the Middle East, Africa, and Asia, winning several awards for his efforts. He has conducted research on a wide range of strategic and operational-level HR topics, including the roles and relevance of HR flexibility, the impact of training initiatives on individual and firm performance, employee turnover, employment law, and leadership. Professor Tracey has presented his work at numerous regional, national, and international conferences, and his research has been published in many of the top-tier discipline and applied outlets, including the Journal of Applied Psychology, Personnel Psychology, Journal of Management, Organizational Research Methods, Cornell Hospitality Quarterly, and the University of Pennsylvania Journal of Labor and Employment Law. Professor Tracey’s sponsors for research and consulting include Four Seasons Hotels and Resorts, Hilton Worldwide, Marriott International, Mövenpick Hotels and Resorts, Wynn Resorts, Hillstone Restaurant Group, and Uno Chicago Grill, and he has been cited in the New York Times, USA Today, Fast Company, and the Orlando Sentinel, among other popular press outlets.
Pamela Moulton is an Associate Professor of Finance at Cornell’s School of Hotel Administration. Her teaching and research interests include financial markets and market microstructure, with a special interest in the role of investors. Her current research focuses on the impact of high-frequency trading on stock performance, the role of designated and voluntary market makers in stock liquidity, and detecting fraud in financial statements. Professor Moulton’s research has been published in several of the leading finance and accounting journals, including the Journal of Finance, the Journal of Financial Economics, the Journal of Accounting and Economics, and the Journal of Financial and Quantitative Analysis. Prior to her academic career, Professor Moulton worked in fixed-income research for more than a dozen years at various Wall Street investment banks, including Deutsche Bank, where she was a managing director and global co-head of relative value research. From 2003 to 2006, she was a managing director and senior economist at the New York Stock Exchange, where she focused on equity market microstructure research. A chartered financial analyst (CFA), Professor Moulton earned her B.S. in economics at the Wharton School of the University of Pennsylvania and her Ph.D. in finance and MPhil from the Columbia University Graduate School of Business. She was previously on the faculty of the Graduate School of Business Administration at Fordham University.
Kathy LaTour is an associate professor of services marketing at the Cornell School of Hotel Administration. She is an expert in the area of marketing hedonic experiences, with a particular focus on wine and gambling. She received her PhD from the University of Iowa in 1997. From 1997-2001, she served as a visiting scholar in the Mind of the Market Lab at the Harvard Business School, where she worked with Gerald Zaltman and Stephen Kosslyn on applications of cognitive neuroscience to marketing, and from 2004 to 2011, she was on the faculty of the UNLV Hotel School, where she taught marketing, marketing research, and a strategic-focused consumer behavior class to undergraduate and graduate hospitality students. LaTour’s research takes a consumer-psychology perspective toward how marketers should approach branding, experience design, communications, and loyalty programs. She uses both experimental designs and in-depth interview techniques to better understand consumer behavior, fusing macro cultural and micro psychological dimensions to her research. Her major research focus has been on the complexity of human memory. Her research on memory reconstruction was first published in the top consumer psychology journal, Journal of Consumer Research, and won both best paper for research based on a dissertation, as well as best article published in that year (1999), which is a major accomplishment in the discipline. She has published both wine and gambling research in that journal, and her academic research has also appeared in the Journal of Marketing, Journal of Advertising, Journal of Advertising Research, Journal of Business Research, Psychology & Marketing, Journal of Travel Research, Cornell Hospitality Quarterly, and Annals of Tourism Research. Her work has also appeared in the general news media, such as the New York Times, USA Today, United In-flight magazine, Las Vegas Review Journal, Las Vegas Sun, and Portland Oregonian. Her current research focus is on the development of knowledge with the highly ambiguous perceptual experienced product of wine; how cross-sensory learning methods can be employed to enhance consumer learning; sensory aspects of branding and brand knowledge representation; and what strategies or knowledge experts (i.e., masters) use to assess their own tasting experiences. As a means to better understand the nature of expertise, she began her own wine learning journey. In 2011, she received her certified sommelier diploma from the International Sommelier Guild, her sommelier certification from the Court of Master Sommeliers, and Certified Wine Specialist recognition from the Society of Wine Educators. She is currently a student in the Master of Wine program offered through the Institute of Masters of Wine and is studying for her MW, considered to be the highest level of business and wine knowledge in the industry. She has been developing a case-based wine marketing class and is working on several cases and research articles in this area. LaTour has also worked with a number of consulting companies, such as Experience Engineering and Olson Zaltman Associates, with clients that include Procter & Gamble, Coca-Cola, Disney, World Bank, Las Vegas Sands, and Yum! Foods. She firmly believes that academic research can inform practice and practice can inform academe.

Chris Anderson is a professor at the Cornell School of Hotel Administration. Prior to his appointment in 2006, he was on the faculty at the Ivey School of Business in London, Ontario, Canada. Professor Anderson’s main research focus is on revenue management and service pricing. He actively works in the application and development of revenue management across numerous industry types, including hotels, airlines, and rental car and tour companies, as well as numerous consumer packaged goods and financial services firms. Professor Anderson’s research has been funded by numerous governmental agencies and industrial partners. He serves on the editorial board of the Journal of Revenue and Pricing Management and is the regional editor for the International Journal of Revenue Management. At the School of Hotel Administration, Professor Anderson teaches courses in revenue management and service operations management.

Dr. Carvell joined the Cornell University School of Hotel Administration’s finance faculty in 1986. He is currently a Professor of Finance in the SC Johnson College of Business. Over the past 33 years he has taught undergraduate and graduate courses such as Advanced Corporate Finance, Capital Budgeting, Financial Strategy, and Investments. Dr, Carvell has also been an active teacher in executive education since 1990, working with almost every major domestic and international hotel company to create custom courses for hotel executives. These companies include Hilton, Marriott, InterContinental Hotel Group, Taj Hotels, Jumeirah, Accor, Sol Melia, Le Meridien, Shangri La, and Peninsula. Dr. Carvell has also authored eight distance learning courses through eCornell that are among the most widely demanded courses offered. He has held academic leadership positions at the School of Hotel Administration since 1999, serving as the Associate Dean for Academic Affairs from 2007-2016 and the Academic Director of the Pillsbury Institute for Entrepreneurship from 2013-2016
Dr. Carvell has published numerous articles in academic and professional journals including the Financial Analysts Journal, Journal of Portfolio Management, the Harvard Business Review, and the Cornell Quarterly, and is the co-author of In the Shadows of Wall Street. His work has been featured in the Wall Street Journal, The New York Times, Forbes, Fortune, Institutional Investor, Financial World, and Leaders. He has recently finished a major project designed to identify the determinants of hotel demand for U.S. hotels and another on economic and capital market antecedents of venture capital commitments. He is currently working on a project to disaggregate hotel room rates within urban markets and another to determine the risk-return characteristics of hotel room rates in major U.S. markets. Dr. Carvell is also involved with evaluating the effectiveness of hotel company business strategies using strategic benchmarking and Economic Value Added analysis.
Dr. Carvell has worked for professional money managers in the area of applied strategy in the equity market and served as a consultant to the Presidential Commission on the 1987 stock market crash. His consulting interests include valuation and risk analysis in feasibility studies, hotel debt capacity, strategic benchmarking, and corporate and financial strategy.

Chekitan S. Dev is professor of marketing at Cornell University’s School of Hotel Administration in the SC Johnson College of Business. Since 1986, Professor Dev has taught over 15,000 students and executives both on campus and throughout the world. He is internationally recognized for his teaching and course development and has received multiple awards for teaching excellence from undergraduate students, graduate students, and Ernst & Young.
A globally renowned thought leader with over 125 publications to his credit, Professor Dev is recognized as a leading expert on service branding. He has published his work in some of the highest quality refereed journals, including the Journal of Marketing, Journal of Marketing Research, Harvard Business Review and MIT Sloan Management Review. His work has been presented at the world’s best business schools including Harvard, Wharton, Chicago, Oxford, ESSEC, Indian Business School and National University of Singapore. Recent research awards he has won include a 2017 Best Service Paper Award (finalist), a 2016 Cornell Hotel School Dean’s Academic Excellence Award, a 2016 Industry Relevance Award, and a 2014 Best Paper (runner-up) Award from INFORMS.

Cathy A. Enz is Lewis G. Schaeneman Jr. Professor of Innovation and Dynamic Management Emeritus at the School of Hotel Administration in the SC Johnson College of Business at Cornell University.
Her prior administrative roles included serving as the associate dean for academic affairs, associate dean for industry research and affairs, executive director of the Center For Hospitality Research, and School of Hotel Administration management area coordinator. Cathy has published over one hundred journal articles and book chapters, as well as five books in the area of strategic management and innovation. Her research has been published in a wide variety of prestigious academic and hospitality journals, such as Administrative Science Quarterly, The Academy of Management Journal, and The Cornell Hospitality Quarterly.
Enz has taught courses in innovation and strategic management and is the recipient of both outstanding teaching and research awards. She developed the Hospitality Change Simulation, a learning tool for the introduction of effective change which is available as an online education program of eCornell. Three strategic management courses are also available through eCornell. Enz also presents numerous executive programs around the world, consults extensively in North America, and serves on the Board of Directors of two privately owned hotel companies.
Prior to her academic activities, Enz held several industry positions, including strategy development analyst in the office of corporate research for a large financial services organization and operations manager responsible for Midwestern United States customer service and logistics in the dietary food service division of a large U.S. health care corporation. Enz received her PhD from the Fisher College of Business at Ohio State University and taught on the faculty of the Kelley School of Business at Indiana University prior to arriving at Cornell in 1990.

Rob Kwortnik, Associate Professor of Services Marketing, joined Cornell’s faculty after earning his Ph.D. in Business Administration from Temple University in 2003. He also earned a B.A. in Journalism from Temple and an MBA from California State University, Northridge. Professor Kwortnik’s research focuses on consumer behavior in service contexts, with special attention to service experience management. He has published in the Journal of Marketing Research, Journal of Service Research, The International Journal of Research in Marketing, and the Cornell Hospitality Quarterly, among others. He has been honored eight times as a Teacher of the Year by students at The Hotel School. Prior to his career in academics, Professor Kwortnik held several professional positions in marketing and was a travel industry consultant. He is a recognized expert on the leisure cruise industry.
- Digital Marketing 360
- Social Media Marketing
- General Managers Program
- Advanced Hospitality Strategic Marketing and Brand Innovation
- Advanced Hospitality Management
- Management 360
- Integrated Marketing 360
- Revenue Management 360
- Hospitality Management 360
- Strategic Hospitality Marketing
- Hospitality Management
- Hospitality Digital Marketing

Andrew Quagliata is a Senior Lecturer of Management Communication at the Cornell School of Hotel Administration. He teaches a first-year business communication course, an upper-level persuasive communication class, and Communication for Entrepreneurs. He is the faculty sponsor of the Leland C. and Mary M. Pillsbury Institute for Hospitality Entrepreneurship Annual Pitch Deck Competition. Professor Quagliata holds a Ph.D. in organizational communication from the University at Buffalo. His research interests include communication pedagogy, entrepreneur communication, and the relationship between communication and career success. He has held professional positions in both finance and higher education.

Neil Tarallo is a senior lecturer of entrepreneurship at the Cornell School of Hotel Administration. He currently serves as the director of the Cornell University Entrepreneurship Bootcamp for Disabled Veterans (EBV), which offers entrepreneurship education to post 9/11 veterans and as the director (interim) of the Leland C. and Mary M. Pillsbury Institute for Hospitality Entrepreneurship. He has also served as the curriculum lead and co-PI for the U.S. Small Business Administration, Office of Veteran Business Development’s boots2business program.
As an entrepreneur, Tarallo has owned and operated companies in the fields of photographic retail and quick printing. He has also purchased, rehabilitated, and sold numerous businesses. Tarallo currently has an active consulting practice as well a commercial real estate development and management company. He is also member of a venture capital partnership and an active angel investor.
A seasoned active entrepreneur, academic, and consultant with a proven track record of bringing real world experiences to students, veterans, and corporate/non-profit clients internationally in the classroom, online, and through seminars.
”I teach and have created a broad spectrum of entrepreneurship courses for delivery in the classroom and online with significant experience developing academic entrepreneurship programs, including centers and institutes, dating back to 1994. Teaching experiences in Djibouti (Africa), South Africa, Germany, Italy, South Korea, and Japan have given me the opportunity to observe entrepreneurship in cultures and economies outside of the United States. These experiences have broadened my entrepreneurial repertoire in the classroom and in consulting engagements.
These experiences have also helped me to understand the importance of aggregating theory and practice in the classroom. I have found that by designing a curriculum rich in experiential learning opportunities and engaging students in a real world application of knowledge, I am able to provide a more impactful learning experience that will also translate into their professional lives.
Along the way I have developed expertise in establishing entrepreneurial behavior, culture, mindset, and structure for existing corporations/organizations with over 20 years’ experience applying these skills in corporate and academic environments as an entrepreneur and consultant. When I am not teaching, I work with corporations and non-profits to help them create new markets through value proposition design, customer experience mapping, and business model evolution.”

Dr. Kate Walsh was named the seventh dean and E.M. Statler Professor of the School of Hotel Administration on June 16, 2017. She served as interim dean and E.M. Statler Professor for one year beginning July 1, 2016, the first day of operations for the Cornell SC Johnson College of Business. A professor of management, she has been a member of the school’s faculty since 2000. Dean Walsh received her Ph.D. from the Carroll School of Management at Boston College and her MPS degree from Cornell’s School of Hotel Administration. She holds a Bachelor of Science in accounting from Fairfield University.
Dean Walsh came to Cornell with extensive industry experience, including posts as Director of Training and Development for Nikko Hotels International, corporate training manager for the former Bristol Hotels, and senior auditor for Loews Corporation. She is also a former New York State Certified Public Accountant.
Since the beginning of her administration, Dean Walsh has focused on revamping The Hotel School’s alumni outreach; working with the faculty to undertake a comprehensive review of the graduate and undergraduate curriculums; and reengaging with the hospitality industry, most notably through the creation of an industry immersion initiative for faculty. Already, members of the faculty have traveled to Washington, D.C.; New York City; and Los Angeles to learn from corporate executives and other experts in the hotel, restaurant, real estate finance, and technology sectors.
In addition to these ongoing efforts, Dean Walsh is working in collaboration with her colleagues on the Cornell SC Johnson leadership team on growth initiatives to strengthen the school and take advantage of opportunities afforded by the establishment of the college, including the potential to develop programming in New York City.
- General Managers Program
- Advanced Hospitality Strategy
- Advanced Hospitality Management
- Advanced Hospitality Leadership
- Hospitality Strategy
- Hospitality Leadership
- Management 360
- Hospitality Management 360
- Performance Leadership
- Hospitality Management
- Executive Leadership
- Change Management
- Leadership Essentials
- Executive Healthcare Leadership

J. Bruce Tracey is a Professor of Management at Cornell University’s School of Hotel Administration. Professor Tracey has taught courses in human resources management for undergraduate, graduate, and professional audiences throughout North America, Europe, the Middle East, Africa, and Asia, winning several awards for his efforts. He has conducted research on a wide range of strategic and operational-level HR topics, including the roles and relevance of HR flexibility, the impact of training initiatives on individual and firm performance, employee turnover, employment law, and leadership. Professor Tracey has presented his work at numerous regional, national, and international conferences, and his research has been published in many of the top-tier discipline and applied outlets, including the Journal of Applied Psychology, Personnel Psychology, Journal of Management, Organizational Research Methods, Cornell Hospitality Quarterly, and the University of Pennsylvania Journal of Labor and Employment Law. Professor Tracey’s sponsors for research and consulting include Four Seasons Hotels and Resorts, Hilton Worldwide, Marriott International, Mövenpick Hotels and Resorts, Wynn Resorts, Hillstone Restaurant Group, and Uno Chicago Grill, and he has been cited in the New York Times, USA Today, Fast Company, and the Orlando Sentinel, among other popular press outlets.

Pamela Moulton is an Associate Professor of Finance at Cornell’s School of Hotel Administration. Her teaching and research interests include financial markets and market microstructure, with a special interest in the role of investors. Her current research focuses on the impact of high-frequency trading on stock performance, the role of designated and voluntary market makers in stock liquidity, and detecting fraud in financial statements. Professor Moulton’s research has been published in several of the leading finance and accounting journals, including the Journal of Finance, the Journal of Financial Economics, the Journal of Accounting and Economics, and the Journal of Financial and Quantitative Analysis. Prior to her academic career, Professor Moulton worked in fixed-income research for more than a dozen years at various Wall Street investment banks, including Deutsche Bank, where she was a managing director and global co-head of relative value research. From 2003 to 2006, she was a managing director and senior economist at the New York Stock Exchange, where she focused on equity market microstructure research. A chartered financial analyst (CFA), Professor Moulton earned her B.S. in economics at the Wharton School of the University of Pennsylvania and her Ph.D. in finance and MPhil from the Columbia University Graduate School of Business. She was previously on the faculty of the Graduate School of Business Administration at Fordham University.

Kathy LaTour is an associate professor of services marketing at the Cornell School of Hotel Administration. She is an expert in the area of marketing hedonic experiences, with a particular focus on wine and gambling. She received her PhD from the University of Iowa in 1997. From 1997-2001, she served as a visiting scholar in the Mind of the Market Lab at the Harvard Business School, where she worked with Gerald Zaltman and Stephen Kosslyn on applications of cognitive neuroscience to marketing, and from 2004 to 2011, she was on the faculty of the UNLV Hotel School, where she taught marketing, marketing research, and a strategic-focused consumer behavior class to undergraduate and graduate hospitality students. LaTour’s research takes a consumer-psychology perspective toward how marketers should approach branding, experience design, communications, and loyalty programs. She uses both experimental designs and in-depth interview techniques to better understand consumer behavior, fusing macro cultural and micro psychological dimensions to her research. Her major research focus has been on the complexity of human memory. Her research on memory reconstruction was first published in the top consumer psychology journal, Journal of Consumer Research, and won both best paper for research based on a dissertation, as well as best article published in that year (1999), which is a major accomplishment in the discipline. She has published both wine and gambling research in that journal, and her academic research has also appeared in the Journal of Marketing, Journal of Advertising, Journal of Advertising Research, Journal of Business Research, Psychology & Marketing, Journal of Travel Research, Cornell Hospitality Quarterly, and Annals of Tourism Research. Her work has also appeared in the general news media, such as the New York Times, USA Today, United In-flight magazine, Las Vegas Review Journal, Las Vegas Sun, and Portland Oregonian. Her current research focus is on the development of knowledge with the highly ambiguous perceptual experienced product of wine; how cross-sensory learning methods can be employed to enhance consumer learning; sensory aspects of branding and brand knowledge representation; and what strategies or knowledge experts (i.e., masters) use to assess their own tasting experiences. As a means to better understand the nature of expertise, she began her own wine learning journey. In 2011, she received her certified sommelier diploma from the International Sommelier Guild, her sommelier certification from the Court of Master Sommeliers, and Certified Wine Specialist recognition from the Society of Wine Educators. She is currently a student in the Master of Wine program offered through the Institute of Masters of Wine and is studying for her MW, considered to be the highest level of business and wine knowledge in the industry. She has been developing a case-based wine marketing class and is working on several cases and research articles in this area. LaTour has also worked with a number of consulting companies, such as Experience Engineering and Olson Zaltman Associates, with clients that include Procter & Gamble, Coca-Cola, Disney, World Bank, Las Vegas Sands, and Yum! Foods. She firmly believes that academic research can inform practice and practice can inform academe.
- Identify the key challenges and opportunities facing hospitality businesses today, including the current and future challenges created by COVID-19
- Explore ideas for innovative hospitality products and services that can stimulate demand and address consumer expectations in the new travel normal
- Assess the strengths that are key to your personalized approach as a leader
- Develop context-specific solutions for HR challenges
- Enhance guest loyalty by communicating the guest experience through digital media channels such as dynamic websites, content-fueled social media, and branded video
- Explore the competing interests within a hotel to understand the concept of value creation from each stakeholder’s perspective
- Devise an action plan for the successful introduction of large-scale change
- Gain access to a global network of hospitality professionals


- General Managers Program Certificate from Cornell School of Hotel Administration
- 88 Professional Development Hours (8.8 CEUs)
Who Should Enroll
- General managers overseeing full-service hotels
- Senior hospitality professionals such as managing directors, assistant general managers, executive assistant managers, and operations directors

{Anytime, anywhere.}