Daniel J. Mount, BS, MBA, DBA, teaches Introduction to Hotel Management, Advanced Hotel Operations, and Service Management Courses at Penn State University. He has researched service quality extensively and applied his research in the lodging field by conducting satisfaction surveys for guests, hotel employees, general managers, and meeting planners. The survey results were used to provide valid data on which companies categorically based improvements. Additionally, he has researched and applied information flow analysis, production analysis, and process and quality control methodologies to hotel operations.
Dan has twelve years of hotel industry experience as General Manager. He has also worked as a Corporate Operations Analysts, opened two hotel properties, and managed a luxury resort in Los Cabos Mexico. He has provided consulting services for six major hotel chains as well as branches of the US military – Army Lodging, Navy Lodging, and Marine Corps Community Service. He has also provided expert witness testimony for cases involving Hotel Operations and Employment practices.
He has published over twenty articles, mostly addressing service quality and service methodology. Dan authored the chapter on Service Quality in the Educational Institute’s Leadership and Management in the Hospitality Industry textbook and assisted the institute in redesigning the Certified Hotel Administration (CHA) examination.
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Hotel Operations
