William D. Frye, Ph.D., CHE, CHO, CHIA
Associate Professor, CMAA Faculty Advisor, & Program Coordinator of Hotel, Restaurant, Tourism, & Event Management
- Office Location:
- St. Vincent's Hall, Room 414
William Frye is an Associate Professor at Niagara University’s College of Hospitality and Tourism Management and a doctoral graduate from the School of Hotel, Restaurant, and Recreation Management at The Pennsylvania State University. He teaches classes in hotel and resort management, hospitality and tourism law, and club management, and is the professor in charge of Niagara University’s club management and Disney internship programs. While at Penn State he was a University Graduate Fellow and taught classes in advanced hotel operations while serving as the hospitality internship coordinator for Penn State Hospitality Services.
Dr. Frye is the current chair of the Lodging Special Interest Group for the International Council on Hotel, Restaurant, and Institutional Education. He holds a Master of Hospitality Management degree from the Conrad N. Hilton College of Hotel & Restaurant Management at the University of Houston where he served in a variety of teaching and instructional capacities as well as serving as the assistant to the general manager of the College’s conference center. Previously, he was an adjunct faculty member at Newbury College in Brookline, Massachusetts, where he taught courses in front office procedures, food & beverage controls, hospitality and travel law, and the introductory course. Dr. Frye has earned the designation of Certified Hospitality Educator from the Education Institute of the American Hotel & Lodging Association. He has served a two-year term on the nominating board of the International Council of Hotel, Restaurant, and Institutional Education. Additionally, he has been awarded six certificates of achievement with honors for studies in varying hotel management fields. Dr. Frye is the executive editor of The Rooms Chronicle® and the editor of the Electronic Journal of Hospitality Legal, Safety and Security Research. In 2008, he co-authored a textbook, Managing Housekeeping Operations, published by the American Hotel & Lodging Educational Institute and is a regular columnist in AH&LA’s Lodging magazine. He has authored more than 120 articles and 50 editorials in lodging periodicals.
Dr. Frye possesses over 20 years management experience and has been associated with the hospitality industry for the past 20 years, primarily in hotel operations and hospitality education. Prior to arriving at Penn State, Dr. Frye was the general manager of a resort lodging property in Taos, New Mexico. He has also been employed previously by The Copley Plaza-A Wyndham Hotel, a historic, world-class luxury hotel located in Boston, Massachusetts as a night manager, as well as the Sonesta Hotel Corporation, Wyndham Hotels & Resorts, and Hilton Hotels in several facets of rooms division operations. In addition to New Mexico, Dr. Frye has been employed in the Houston, Boston, and central Pennsylvania hotel markets. He is a founding faculty member of the Hospitality Educators consortium and a regularly present throughout the United States for the Asian American Hotel Owners Association Leadership Gold Certified Hotel Owners program.
As a graduate student, Dr. Frye’s concentration was in lodging operations specializing in service quality and yield management. He has performed research and written papers on a variety of hospitality related issues including hotel employee and management job satisfaction, school-to-work initiatives as alternatives for recruiting, women’s lodging expectations in the Thai hotel market, and internal customer service attributes as a predictor of organizational competitiveness. He has been published in various hospitality journals and currently conducts research in the areas of hotel overbooking, consumer satisfaction, risk-management, security issues, as well as lodging strategies. Dr. Frye has received two best research paper awards: first at the 2001 International CHRIE conference in Toronto, Canada, and again at the 2005 Great Lakes Hospitality and Tourism Educator’s Conference in Indianapolis, Indiana.
Dr. Frye earned his undergraduate degree, Bachelor of Arts in Political Science with a minor in history, from the University of Massachusetts. He holds an Associate of Applied Science degree in Hospitality Management, summa cum laude, from Newbury College. Dr. Frye is a member of Eta-Sigma-Delta hospitality honor society and was recognized with the Outstanding Academic Excellence Award from Newbury College in 1995. In 2012, Dr. Frye became only the 10th recipient to receive the “Raphael Kavanaugh Champion of Education Award” conferred by the International Council on Hotel, Restaurant, and Institutional Education.
- Ph.D., Man-Environment Relations, Service Quality in Lodging Operations, The Pennsylvania State University
- M.H.M (Master of Hospitality Management), Lodging Operations, University of Houston
- A.A.S. (Associate of Applied Science), Hotel and Restaurant Management (summa cum laude), Newbury College
- B.A. Major: Political Science, Minor: History, University of Massachusetts
Professional Education and Certificates
- CHO (Certified Hotel Owner designation) – Asian American Hotel Owners Association
- TIPS® (Training for Intervention Procedures) Instructor Certification for the Responsible Service of Alcohol, 2002; recertifications: 2003-2013, Health Communications, Inc.
- Certificate, Penn State Course for Excellence in College Teaching, 1999, Center for Excellence in Learning and Teaching, The Pennsylvania State University
- Certified Hospitality Educator designation (CHE), 1997; recertifications: 2002, 2007, 2012, Education Institute, American Hotel & Lodging Association
- Certificate and 3 awards in Achievement and Human Relations, 1994-95 Dale Carnegie Management and Leadership Course
- MHR 347 Managing Complex Hotel Systems
- MHR 441/409: Club Management
- MHR 441: Special Topics – Casino Management
- MHR 441/445 Advanced Hotel Operations
- HRT 244 Hotel & Tourism Law
- HRT 355 Resort, Club, and Casino Management
- HRT 441 Service Quality for the Hospitality and Tourism Industry
- HRT 451 Walt Disney World College Internship Experience
- HRT 452 Walt Disney World College Internship Experience Advantage
- HRT 493 Hospitality/Tourism/Recreation Co-operative Education Experience
- External customer satisfaction
- Operational constraints of service industry organizations
- Implementation and management of quality assurance processes
- Service attribute development for hospitality products
- Legal and ethical issues in the hospitality industry
- Organizational internal customer satisfaction as a predictor of industrial competitiveness
- Revenue maximization and yield management tactics
Select Peer-Refereed Journal Publications
- Frye, W.D. (2012). An examination of job satisfaction of hotel front office managers according to extrinsic, intrinsic, and general motivational factors. International Journal of Business & Social Science, 3 (18) 40-52.
- Huh, C., & Frye, W. D. (2011). Changes in propensity to search for travel information online over time: A cohort analytical approach. Journal of Quality Assurance in Hospitality & Tourism, 12(2) 157-176.
- Nitschke, A.A. & Frye, W.D. (2008). Managing Housekeeping Operations, Revised Third Edition. Lansing, Michigan: American Hotel & Lodging Educational Institute. ISBN: 978-0-86612-336-5.
- Frye, W.D., & Mount, D.J. (2007). An examination of job satisfaction of hotel general managers based on hotel size and service type. Journal of Human Resources in Hospitality & Tourism, 6(2) 109-134.
- Mount, D. J., & Frye, W. D. (2006). The impact of hotel size and service type on employee job satisfaction. FIU Hospitality and Tourism Review, 24(1) 60-68.
- Frye, W. D., & Eicher, C., (2006). The benefits of school-to-work initiatives for hospitality organizations: Formula for success in Pennsylvania. The Consortium Journal of Hospitality and Tourism, 11(1) 45-54.
Selected Peer-Refereed Conference Presentations
- Huh, C., & Frye, W. D. (2009). Changes in propensity to search for travel information online over time: A cohort analytical approach. Refereed standup presentation at the Council of Hotel, Restaurant, and Institutional Education International Conference. San Francisco, CA.
- Frye, W.D., (2005). An examination of job satisfaction of hotel front office managers according to extrinsic, intrinsic, and general motivational factors. Refereed standup presentation at (and proceedings of) the Great Lakes Hospitality and Tourism Educators Conference. Indianapolis, Indiana. Best Research Paper Award.
- Frye, W.D., (2005). An examination of job satisfaction for hotel front office managers based on hotel size and service type. Refereed standup presentation at (and proceedings of) the Great Lakes Hospitality and Tourism Educators Conference. Indianapolis, Indiana.
- Schuler, C., & Frye, W.D. (2005). An examination of hospitality and tourism students’ satisfaction with structured internship experiences. Refereed standup presentation at (and proceedings of) the Great Lakes Hospitality and Tourism Educators Conference. Indianapolis, Indiana.
- Davis, T., Ellis, R., Frye, W.D., & Lazar, R., (2005). Safety, security & AED update. Invited standup presentation at the Third Annual Hospitality Law Conference. Houston, Texas.
- Hospitality Educators teaching and training consortium, founding faculty member 2012-present
- Penn State Alumni Association of Western New York, member, 2009-present
- Club Managers Association of America®, faculty member, 2006-present
- New York State Chapter Club Managers Association of America®, member, 2006-present
- American Hotel & Lodging Association, faculty member, 2000-present
- The Pennsylvania State University Alumni Association, life member, 2000-present
- Penn State Nittany Lion Club, member, 2000-present
- International CHRIE, Lodging Special Interest Group, member, 1999-present
- University of Houston Alumni Association, member, 1997-present
- Conrad N. Hilton College of HRM Alumni Association, member, 1997-present
- International Council of Hotel, Restaurant, and Institutional Education, member, 1996-present
Service to the Hospitality and Lodging Industry
- Presenter for “Certified Hotel Owner Leadership Gold” workshops for Asian American Hotel Owners Association, numerous locations throughout the United States, 2012-present
- Chair of Lodging Track Scientific Paper Review Committee, for International CHRIE Conference, 2011-present
- Member, Bylaws Committee of International Council of Hotel, Restaurant, and Institutional Education, 2006-present
- Editor, Electronic Journal of Hospitality Legal, Safety, and Security Research; refereed online journal, 2003-present
Service to the Community
- Vice President (elected), Penn State Alumni Association of Western New York , 2010-present
- Director of Fundraising (appointed), Penn State Alumni Association of Western New York, 2009-present
Service to Niagara University
- Elected Representative, Committee on Committees, August 2013 – present
- Volunteer representative, Salary Administration Workgroup, contract renegotiation between Niagara University and the Niagara University Lay Teacher Association, August 2013 – present
- College Ombudsperson, Academic Integrity Board, August 2012 – present
- College Representative, University Institutional Review Board, March 2003 – present
- Faculty Advisor, Niagara University CMAA Student Chapter, January 2005 – present
- Elected Representative, Promotion & Tenure Committee, November 2007 – May 2011
- College Representative, Academic Integrity Board, November 2007 – May 2011
- Raphael Kavanaugh Champion of Education Award, International Council of Hotel, Restaurant, and Institutional Education, 2012
- Student Chapter of the Year Award, Club Managers Association of America, four consecutive years 2008-2012, (faculty advisor)
- Faculty Intern recipient. Marriott International, Inc., 2010. Boston/Cambridge, MA
- Faculty Intern recipient. Hyatt Hotels and Resorts, 2010. Boston/Cambridge, MA
- Nominated (and accepted nomination) to run for election for Director of Member Services, 2International Council of Hotel, Restaurant, and Institutional Education, 2008
- Invited guest speaker, Western Hospitality Institute Annual Commencement, December 2007, Montego Bay, Jamaica
- Emerging Professional – Graduate Degree Award. Penn State Hotel & Restaurant Society, 2005
- Faculty Intern recipient. The Club Foundation of CMAA, 2005-2006
- Best Research Paper Award. Great Lakes Hospitality and Tourism Educator’s Conference, 2005 Invited guest speaker, the Third Annual Hospitality Law Conference, February 2005
- Elected to Nominating Committee, International Council of Hotel, Restaurant, and Institutional Education, 2004-2006.