Cortney L. Norris
Ph.D. Candidate (ABD) Conrad N. Hilton College of Hotel & Restaurant Management University of Houston clnorris@uh.edu | 704-578-3196 Education University of Houston Ph.D. Hospitality Administration University of North Carolina, Charlotte, NC Master of Business Administration – Marketing Purdue University, West Lafayette, IN Bachelor of Science in Hospitality and Tourism Management
2022 (expected) 2019 2006
Teaching Experience HRMA 3336 – Beverage Management • Manager’s role & responsibility in developing & operating a facility serving alcohol beverages with an emphasis on products. • Fall 2021 – Face to face instruction • Spring 2021 – HyFlex Instruction style (13 students face to face, 40 online) HRMA 3349 – Hospitality Purchasing • Procedures and practices in the purchasing function for acquiring hospitality services, food, beverages, equipment, and supplies. • Fall 2020 - Synchronous online instruction (52 students online) Invited Lectures HRMA 3352 – Human Resource Management at University of Houston • Topic: Collective Bargaining Environments: Fall 2020, Spring & Fall 2021 HRMA 3336 – Beverage Management at University of Houston • Topic: Mixology, Fall 2020 Beverage Management at College of Coastal Georgia • Topic: Branding and Positioning, Summer 2020 Research Interests • Food and beverage operations and management • Consumer behavior in food and beverage operations • Marketing/branding of distilled spirits, beer, and wine • Sustainability/innovation in alcohol beverage production/sales Refereed Publications Norris, C.L, Swayne, L.E., Taylor Jr., S., Taylor, D.C. (2021). Isn’t it iconic? Brand iconicity and distilled spirits: An exploratory study. Journal of Foodservice Business Research, 24(1), 19-41.
Norris, C.L, Taylor Jr., S., Taylor, D.C. (2021). Pivot! How the restaurant industry adapted during COVID-19. International Hospitality Review. Norris, C.L., Taylor Jr., S., Taylor, D.C. (2021 in press). The rise of craft distilleries and their consumer segments. International Journal of Hospitality and Tourism Administration. Levitt, J., Taylor Jr., S., Norris, C.L. (2021 in press). Do local craft beverages taste better? An investigation into the halo effect. Journal of Foodservice and Business Research Manuscripts Under Review Norris, C.L., Taylor, D.C., Taylor Jr., S. (2021 invited to revise and resubmit). What is rogue marketing? An exploratory study of a social media phenomenon. International Journal of Wine Business Research. Norris, C.L., Russen, M., Taylor Jr., S. (2021 submitted). Expanding the experiential value scale to predict restaurant dining intent. International Journal of Hospitality and Tourism Administration. Taylor, D.C., Norris, C.L., Bauman, M. & Taylor Jr., S. (2021 Submitted). The museum restaurant as a destination: The influence of wine. Journal of Wine Research Taylor Jr., S., Whalen, E., Norris, C.L. (2021 Submitted). Exploring consumers perceptions of no and low-alcohol craft beer. Journal of Consumer Marketing. Manuscripts in Progress Norris, C.L. Taylor Jr., S., Taylor, D.C. (in progress) Exploring the tipped restaurant employee perspective and identifying variables of interest to the study of tipping behavior. Norris, C.L. Taylor Jr., S., Taylor, D.C. (in progress). Is tipping just a game? Applying game theory to restaurant tipping behavior. Barber, N., Taylor, D.C., Norris, C.L. (in progress) To consume or not to consume? How critical is sensory attributes to consumers intentions for wine? Norris, C.L., Taylor Jr., S., & Taylor, D.C. (in progress). The downstream effect of gendered alcohol advertisements and their influence on perception and purchase intentions. Norris, C.L. Taylor Jr., S., Taylor, D.C. (in progress) Art and alcohol: A perfect pair? An exploration of cocktail beverage programs at art museums. Norris, C.L. Taylor Jr., S., Taylor, D.C. (in progress). Sustainable six pack holders: Perceptions and intentions of beer consumers. Norris, C.L. Taylor Jr., S., Taylor, D.C. (in progress). Cocktail menu design: Investigating esoteric verbiage and variety seeking behaviors. Bardwell, A., Taylor Jr., S, Norris, C.L. (in progress). Perceptions and barriers to local food. Conference Presentations Norris, C., Taylor Jr., S., & Taylor, D.C. (2022, January). Just the tip: Exploring the tipped employee perspective. The 27th Annual Graduate Education & Graduate Student Research Conference in Hospitality and Tourism, Houston, TX. (Stand up submitted) Norris, C., Taylor, D.C., Taylor Jr., S. (2022, January). Great works of Art: Exploring Beverage Based Special Events at Art Museums. The 27th Annual Graduate Education & Graduate Student Research Conference in Hospitality and Tourism, Houston, TX. (Poster submitted)
Norris, C., Taylor Jr., S., & Taylor, D.C. (2022, January). Sustainable six pack holders. The 27th Annual Graduate Education & Graduate Student Research Conference in Hospitality and Tourism, Houston, TX. (Poster submitted) Norris, C., Taylor Jr., S., & Taylor, D.C. (2021, July). Benefit segmentation and switching intentions of craft distilled spirit consumers. International Council on Hotel, Restaurant & Institutional Education-Annual Conference, Washington DC. (Stand up) Norris, C., Taylor Jr., S., & Taylor, D.C. (2021, July). Applying game theory to restaurant tipping behavior. International Council on Hotel, Restaurant & Institutional EducationAnnual Conference, Washington DC. (Poster) Norris, C., Taylor Jr., S., & Taylor, D.C. (2021, July). The downstream effect of gendered alcohol advertisements and their influence on perception and purchase intentions while dining out. International Council on Hotel, Restaurant & Institutional Education-Annual Conference, Washington DC. (Poster) Norris, C., Taylor, D.C. & Taylor Jr., S. (2021, January). What is rogue marketing? The 26th Annual Graduate Education & Graduate Student Research Conference in Hospitality and Tourism, Houston, TX. (Stand up) Norris, C., Russen, M. & Taylor Jr., S. (2021, January). Using the experiential value scale and social value to discover independent and chain restaurant patron’s values. The 26th Annual Graduate Education & Graduate Student Research Conference in Hospitality and Tourism, Houston, TX. (Stand up) Norris, C., Taylor Jr., S. & Taylor, D.C. (2020, January). The rise of micro distilleries and their consumer segments. The 25th Annual Graduate Education & Graduate Student Research Conference in Hospitality and Tourism, Las Vegas, NV. (Stand up) Norris, C., Swayne, L.E., Taylor Jr., S. & Taylor, D.C. (2020, January). An exploratory study of iconicism and its relation to distilled spirits. The 25th Annual Graduate Education & Graduate Student Research Conference in Hospitality and Tourism, Las Vegas, NV. (Stand up) Service Graduate Student Representative UH Alumni Board Hilton Doctoral Student Association - President Hilton Doctoral Student Association - Vice President Reviewer for ICHRIE Conference Reviewer for JFBR Reviewer for IJCHM Reviewer for International Journal of Hospitality Beverage Management
2021 2021 2020 Summer 2021 2020 - 2021 2020 - 2021 2021
Hospitality Industry Experience EveningCall Daiquiri Bar, Las Vegas NV March 2015-July 2017 Director of Operations • Oversaw operations of five daiquiri bar locations along the Las Vegas Strip, including hiring, training, and development of staff members. • Maintained inventories for all products and supplies at the bars and the central warehouse. This includes working with vendors on pricing and bulk buying discounts.
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Created and implemented new daiquiri combinations and marketing plans to meet sales goals and initiatives.
High Roller Pizza, Las Vegas NV Restaurant General Manager/Operating Partner August 2014 - March 2015 • Assisted with the opening of a new pizza restaurant from concept all the way through opening including working with city officials for proper licenses and permits, contractors, etc. while working within the confines of pre-determined budgetary guidelines. • Created and executed standardized recipes, analyzed cost of goods, profit margins, and implemented demand-based scheduling to ensure adequate flow through. • Maintained all financial statements to ensure proper growth and viability. • Created brand positioning and marketing campaigns. Excalibur Hotel and Casino, Las Vegas NV August 2013 - July 2014 Director of Beverage Operations • Oversaw a management team, whose responsibilities included the operation of 10 bars, lounges, showrooms and pools. • Provided leadership in the development and monitoring of beverage programming, fiscal budgets, and marketing strategies to produce both short-term and long-term profitability. • Executed and measured implementation of guest service standards within beverage operations to ensure continued growth and profitability. • Communicated, trained, and supported all company initiatives to management team and front-line employees to ensure follow through and adherence/effective execution. • Created a work environment that promoted teamwork through performance feedback, recognition, mutual respect, and employee satisfaction. Bally’s & Paris Hotel and Casino, Las Vegas NV August 2006 - July 2013 Beverage Operations Manager at Paris Las Vegas Hotel and Casino October 2010 - July 2013 • Oversaw operations of twelve bars/lounges as well as casino cocktail service. Managed 250 employees and a team of six managers. • Motivated, trained, and coached assistant managers to uphold service and quality standards as well as ensure standard operating procedures and employee guidelines were followed while operating within the confines of the union collective bargaining agreement. • Developed and implemented cocktail menus, wine menus and training programs for the opening of the Gordon Ramsey Steakhouse as well as rebranding for lounges, showrooms and special events. • Maintained financial statements to be in compliance with budgeted revenue and costs. • Responsible for generating and managing over $30 million in revenue with a profit margin of 51%
Beverage Operations Manager at Bally’s Hotel and Casino February 2010 - October 2010 • Oversaw operations of eight bars/lounges as well as casino cocktail service. Managed 175 employees and a team of six managers. • Created and implemented cocktail menus for lounges, show rooms and special events. • Successfully negotiated a slot station re-bid with the culinary union, to include the entire casino floor to maximize coverage as well as increase customer service scores and therefore increase return business and share of wallet. • Responsible for generating approximately $19 million in revenue with a profit margin of 45%. Food and Beverage Pool Operations Manager Bally’s & Paris Hotel & Casino January 2008 - February 2010 • Interviewed, hired, and trained seasonal staff on point-of-sale system, up selling and sequence of service. • Managed four bars, two cafés and five acres of pool service area and a team of 50 employees and three managers • Planned, organized, and executed special events as well as food and beverage sales for cabana rentals. • Maximized revenues by creating slogans, signage and a fun atmosphere while maintaining monthly budget goals. • Increased profit margin by controlling cost of goods, labor cost as well as analyzing and justifying income statements in quarterly review meetings. • Responsible for generating over $3 million in revenue in 8 months and 62% profit margin. Continuous Improvement/Lean Six Sigma Experience Bally’s & Paris Ongoing 2008 - 2012 • Project participant and leader in six kaizen events to include process improvement events, productivity/efficiency events and customer service events. • Worked directly with project facilitator and project team to work through challenges and solve problems by developing process improvements that enhance employee and customer experience. • Met regularly with continues improvement team to ensure action items were implemented and a sustainable development plan was in place. Prior to 2008 • Beverage Shift Manager, Bally’s/Paris Las Vegas – November 2006-January 2008 • Beverage Ambassador, Bally’s/Paris Las Vegas – August 2006-November 2006 • HTM Café Cook/Caterer, Purdue University – August 2002-May 2006 • Garde Manger, Peninsula Yacht Club, Cornelius NC – May 2003-May 2005 (seasonal) • Viking Café prep/line cook, Huntersville, NC – August 2000-May 2002
Certifications Certified Beer Server – In progress ServSafe Instructor/Proctor Certified 2019 ServSafe Certified 2019 Court of Master Sommeliers - Introductory Sommelier Certified 2012 SWS Academy of Fine Service and Spirits 2007