|
Vivienne J. Wildes
1100 West Beaver Avenue
State College, Pennsylvania
16801
(814) 238-3447
(814) 238-8424 fax
vwildes@psu.edu
|
|
SUMMARY
OF QUALIFICATIONS
|
|
|
|
Twenty-three
years applied industry experience in the hospitality industry as director
of human resources, recruiter, trainer, manager, and service worker
Six years in leadership
role for national organization
Eight years teaching
experience at university level
Demonstrated ability at
fund raising
Proven abilities in community
service and mentoring
Extensive international
travel and work experience
Research interests:
human resource management; internal marketing; training and development
for service workers
|
size=2 width="100%" align=center>
|
PROFESSIONAL
EXPERIENCE
|
|
|
|
The Pennsylvania State
University, University Park, PA
|
1992-PRESENT
|
|
Department
of Hotel, Restaurant, and Institutional Management
|
|
Assistant
Professor
|
|
· Teach classes
in undergraduate education for between 5 and 250 students; Courses
include:
|
|
|
|
HUMAN RESOURCE MANAGEMENT
|
|
· Introductory
organizational behavior
· Topics: Laws,
planning, staffing, orientation, socialization, training, evaluating,
labor issues, safety and ethics
|
|
|
|
COMMUNICATION
|
|
· Spoken, written
and interpersonal communication
· Topics:
Business writing: E-portfolios; letters, memos, biographies, resumes,
critiques; Public Speaking: Impromptu, interviewing, etiquette;
Interpersonal skills: Listening, assertiveness training, nonverbal
communication, conflict resolution, delegation, negotiation and
leadership. Writing intensive course
|
|
|
|
SENIOR SEMINAR
|
|
· Prepatory
career course for graduating seniors
· Topics: Quality
of life issues, negotiation, time and stress management, alumni
responsibilities, business dining, emotional intelligence, leadership
|
|
|
|
INTERNSHIP EXPERIENCE
|
|
· Arranged,
coordinated and instructed undergraduate and graduate students in
internship opportunities in the hospitality industry
· Departments
include: Hotels, food & beverage, housekeeping, conference services,
accounting, marketing, human resources, maintenance and executive suites.
Position required excellent communication skills for interdepartmental
projects and to maintain ongoing relationships
|
|
|
|
CLUB MANAGEMENT
|
|
· General
business methods with emphasis on clubs
· Topics:
Management, business concepts, laws
|
|
|
|
COLLOQUIUM
|
|
· Assisted lead
professor and facilitate colloquium of industry leaders for 250 students;
introduce speakers
|
|
|
|
FACULTY
TRAINER
|
1999-PRESENT
|
|
· Facilitated
supervisory and management level courses for five year Management and
Development Services US Army Training Grant worth nearly $1,000,000
|
|
|
|
EDITOR
|
1992-1994
|
|
· Served as
editor and helped publish monthly department newsletter, The Marquee;
wrote stories, coordinated tasks, took photos
|
|
University Fellowship Office
DIRECTOR
·
Ran Office for major research university to recruit
qualified undergraduate and graduate students to apply for prestigious international
and national scholarships; Amount of scholarships received exceeded $3.2
million annually.
|
|
Penn State's
World Campus, University Park, PA
|
|
AUTHOR
AND INSTRUCTOR
|
1998-2002
|
|
· Designed,
wrote, and teach course for web-based associate degree program; work with
team of instructional designers to develop new ideas for web-based
teaching and training
|
|
|
|
The
National Waiters Association
|
|
FOUNDER
& EXECUTIVE DIRECTOR
|
1992-1997
|
|
· Founded and
provided leadership for America's
first national, professional association for restaurant food servers
· Spoke at
international and national seminars and represented association with
media to include: television, radio, newsprint, and the Internet
· Raised monies
for corporate sponsorship; ran membership campaigns, built budget up to
$100,000
· Wrote,
published and coordinated clerical, editorial and creative aspects for
over 35 issues of the association newsletter, Hospitality
|
|
|
|
MasterCard
International,
Purchase, NY
|
|
CONSULTANT
|
1994-1996
|
|
· Wrote and
presented management seminars in 15+ US cities for program aimed at
restaurant and hotel clients. Worked with team of corporate executives
and staff to plan public relations and implement the agenda for
nationally based program. Spokesperson to the press
|
|
|
|
The
Inn at Little Washington, Washington,
VA
|
|
DIRECTOR
OF PERSONNEL
|
1986-1992
|
|
· Set up and
organized initial personnel office for internationally acclaimed 5-star,
5-diamond, luxury inn and restaurant; recruited, hired, fired, reviewed
and oversaw the development of 75+ staff. Member of Relais et Chateaux,
Rated #1 in Zagat Guide
· Established
internship program with students from 100+ colleges and universities
· Instituted
international apprenticeship and cultural exchange programs with J-1
visas
· Handled press
and public relations; consulted with owners on overall management issues
|
|
EDUCATION
|
|
|
|
The Pennsylvania State University
|
|
HOTEL,
RESTAURANT AND INSTITUTIONAL MANAGEMENT
|
|
PH.D.
|
DEC., 2000
|
|
· Dissertation:
Occupational Stereotype: An investigation into the relationships between
stigma and internal marketing in the restaurant industry
· Areas of study:
Human Resource Management, Internal Marketing
|
|
|
|
MASTERS,
HRIM,
|
MAY, 1996
|
|
· Professional
paper: Train the Trainer: Management training and development for the
hospitality industry
|
|
|
|
Bachedlor
of Arts,
|
MAY, 1980
|
|
· General Arts
& Science
· Course work:
Political science, art, cultural studies
|
|
|
|
The University of Maryland
|
|
Course
work in management
|
1991-1992
|
|
|
|
The
Smithsonian Institute
|
|
INTERN
|
1980
|
|
· The Museum of
African Art, Education department
|
|
|
|
The
University of Nairobi,
Kenya
|
|
Certificate
of African American Studies
|
1979
|
|
|
|
Other:
|
|
Travel:
Extensive travel
in Africa, Western and Eastern Europe, Caribbean, North America, Mexico and Central
America
|
|
Computer
Skills: Working
knowledge of most software and Internet applications
|
|
Consulting:
Presented
numerous certification and training programs for various clients
|
|
Host:
Organize and
present business etiquette dinners for graduating undergraduate students
|
|
Interests:
Reading, culture, cuisine, community
activities
|
size=2 width="100%" align=center>
|
AFFILIATIONS
|
|
|
|
Wilson Center Associates
|
1992-2000
|
|
MEMBER
|
|
Teaching
Tolerance
|
1998-2000
|
|
MEMBER
|
|
Council
of Hotel, Restaurant, and Institutional Educators
|
1994-2000
|
|
MEMBER
|
|
Club
Manager's of America
Association
|
1997-1998
|
|
FACULTY
REPRESENTATIVE
|
|
The
Waiters Association
|
1992-2000
|
|
FOUNDER
& DIRECTOR; MEMBER
|
|
James
Beard Foundation
|
1992-1997
|
|
MEMBER
|
size=2 width="100%" align=center>
|
PUBLICATIONS
|
|
|
|
Academic
Journals
|
|
Wildes,
V. & Mount D. (1997) "The effect of structure on hospitality
internship programs" Journal of Hospitality & Tourism
Education Vol. 9(4) 43-45.
|
|
|
|
Wildes,
V., Mann, S., & DeMicco, F. (1998) "The Penn State/USA Today
Restaurant Service Survey or (un)Forkedible Frequencies" Journal
of International Hospitality, Leisure & Tourism Management. Vol.
1(3) 103-115.
|
|
|
|
Hoffricter,
M., Wildes, V., & Parks, S.C. (1999) "Generation X and their
future buying behaviors in food service" Journal of Restaurant
and Food Service Marketing. Vol. 3(3).
|
|
|
|
Seo, W.,
Wildes, V., & DeMicco, F. (2000) "Understanding mature customers
in the restaurant business: The Penn State/USA Today Restaurant Service
Survey" Journal of Restaurant and Food Service Marketing, Sp,
2000.
|
|
|
|
Wildes, V. &
Parks, S.C.
(2000) Internal Guests: Can marketing strategies address the turnover
dilemma? (1999) International Journal of Contemporary Hospitality
Management (under review).
|
|
|
|
Wildes,
V., Seo, W. (2000) "Customers vote with their forks: Complaint
behavior in restaurant service" Journal of International
Hospitality, Leisure & Tourism Management (accepted with
revision).
|
|
|
|
Other
|
|
Hospitality, publisher, editor, writer
|
1992-1998
|
|
|
|
R
& I, 'Why I
Wait' essay contest judge
|
1995
|
|
|
|
Contributed
opinion editorials about research ideas for Knight Ridder; guested on
several radio and television talk shows; have been interviewed for and
featured in some prominent publications and news wire services to
include: The Wall Street Journal, The New York Times, The
Washington Post, USA Today, New York Post, The Penn
Stater, Associated Press, Knight Ridder, and several
trade magazines.
|
size=2 width="100%" align=center>
|
AWARDS & ACHIEVEMENTS
|
|
|
|
Club
Manager's of America
Association Scholarship
|
2000
|
|
RESEARCH
GRANT
|
|
Tewksbury Endowment for Teaching
Excellence
|
2000
|
|
FUNDING
FOR BUSINESS ETIQUETTE DINNER
|
|
Dean's
Graduate Assistantship
|
1997
|
|
The
Scanticon International Hospitality Scholarship
|
1993-1996
|
|
FULL
ACADEMIC SCHOLARSHIP
|
|
Restaurant
Hospitality
|
1994
|
|
RISING
STAR AWARD
|
|
Penn
State/USA Today Restaurant Service Survey
|
1997
|
|
AUTHOR
& RESEARCHER
|
|
MasterCard
International
|
1995
|
|
INNOVATION
AWARD
|
|
The
Ford Foundation
|
1979
|
|
SCHOLARSHIP
RECIPIENT
|
|
3 M
Company
|
1979
|
|
SCHOLARSHIP
RECIPIENT
|
|
