Service Delivery Strategies for New Year's Eve 2000: The Impact of Media Hype

Abstract

In the lead up to the dawn of theNew Millennium', hospitality organisations worldwide were anticipating large-scale celebrations on New Year's Eve. In Melbourne and Sydney, media reports were primarily focussed on the expected rates employees would command for working on the night and the increased costs of food and beverages. For most operators, opening on New Year's Eve would pose a problem as expected increases in operating overheads would need to be recouped