hospitality service as science and art: service design from 100 years ago

INTRODUCTION

©2012 KIPUM LEE PAGE 1

HOSPITALITY SERVICE AS SCIENCE AND ART:

Kipum Leekml61@case.edu Special thanks to:

Service Design in Tourism ConferenceInnsbruck, AustriaAugust 23-24, 2012

Service Design from 100 Years Ago

©2012 KIPUM LEE PAGE 2

THE 2ND INDUSTRIAL REVOLUTIONSERVICES & THE LEISURE CLASS

INTRODUCTION.

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INTRODUCTION

FROM MENLO PARK TO DESIGN THINKING.

FROM LESLIE’S WEEKLY, JAN 1880.

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INTRODUCTION

PRODUCTION: FROM FARMING TO FACTORY.

NCSU LIBRARIES DIGITAL COLLECTIONS. SHORPY HISTORICAL PHOTO ARCHIVES.

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INTRODUCTION

POWER LOOM.

HUTTON WEBSTER’S MODERN EUROPEAN HISTORY, 1920.

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INTRODUCTION

IMPACT OF PRODUCTION: LEISURE CLASS.

FREDERICK W. TAYLOR’S “PRINCIPLES OF SCIENTIFIC MANAGEMENT,” MAR 1915.

“The one great thing that marks the improvement of this world is measured by the enormous increase in output of the individuals in this world ... that gives us opportunity for shorter hours, for better education, for amusement, for art, for music, for everything that is worthwhile in this world ... the working men of today live better than the king did three hundred years ago.”

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INTRODUCTION

PRODUCTION = GOODS + SERVICE SECTOR.

DAVID LANDES’ THE UNBOUND PROMETHEUS, 1969, P. 1.

Landes argues that this higher quality of life “created new wants and made possible new satisfactions, which led to a spectacular flowering of those businesses that cater to human pleasure and leisure: entertainment, travel, hotels, restaurants, and so on ... this administrative and service sector of the economy grew more rapidly than industry itself.”

©2012 KIPUM LEE PAGE 8

INTRODUCTION

KODAK: “YOU PRESS THE BUTTON, WE DO THE REST.”

FROM COOK’S EXCURSIONIST AND TOURIST ADVERTISER, FEB 1892. GREAT ACCOUNT OF THIS STORY GIVEN IN SUBJECT TO CHANGE, 2008, PP. 4-7.

©2012 KIPUM LEE PAGE 9

INTRODUCTION

TECHNOLOGY’S DOUBLE MEANING.

JOHN DEWEY’S “BY NATURE AND BY ART,” THE JOURNAL OF PHILOSOPHY, 1944, P. 285.

“The scientific revolution may be said to have been initiated when investigators borrowed apparatus and processes from the industrial arts and used them as means of obtaining dependable scientific data.”

ART OF SCIENCESCIENCE DEPENDS ON ART

SCIENCE OF ARTART DEPENDS ON SCIENCE

“[before an art dependent on science] ... production ... was marked by imitation and by following established models and precedents. Innovation and invention were accidental rather than systematic.”

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INTRODUCTION

SERVICE DESIGN’S DOUBLE INTERPRETATIONS.

“Even an order for a glass of milk or a piece of toast sets in motion considerable intricate machinery and requires the attention of three or four persons other than those directly employed in filling the order itself.”

SERVICE DELIVERYUSA

GUEST EXPERIENCEEUROPE

“The inn-keeper’s instinct for knowing exactly what is wantedwithout being told is more highly developed over there (in Europe). They have been at it for so many more generations.”

JESSE LYNCH WILLIAMS, “A GREAT HOTEL,” SCRIBNER’S MAGAZINE, FEB 1897, P. 152. SCRIBNER’S MAGAZINE, P. 158.

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HOTEL AS WELL-OILED MACHINEHIDE : REVEALLODGING, DINING, PLAYING

THE SCIENCE OF HOSPITALITY: SERVICE DELIVERY.

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HOTEL AS A WELL-OILED MACHINE.

HIDE : REVEAL

SERVICE AS SCIENCE

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ON SYSTEMS OF SERVICE DELIVERY.

“It is part of the hotel business to hide all these things from view ... The work of a hotel is divided sharply into two main parts, called by those in the business the” front” and the” back” of the house. Though the front is five or six times as large as the back, the back employs five or six times as many persons.”

SERVICE AS SCIENCE

JESSE LYNCH WILLIAMS, “A GREAT HOTEL,” SCRIBNER’S MAGAZINE, FEB 1897, P. 140, 143.

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LODGING: WASH ROOM.

FROM SCRIBNER’S MAGAZINE, FEB 1897.

SERVICE AS SCIENCE

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LODGING: HAND-IRONING ROOM.

SERVICE AS SCIENCE

FROM SCRIBNER’S MAGAZINE, FEB 1897.

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LODGING: MACHINE IRONING.

SERVICE AS SCIENCE

FROM SCRIBNER’S MAGAZINE, FEB 1897.

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DINING: IN THE KITCHEN.

SERVICE AS SCIENCE

FROM SCRIBNER’S MAGAZINE, FEB 1897.

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DINING: “CHECKERS” FOR DINING PREPARATION.

SERVICE AS SCIENCE

FROM SCRIBNER’S MAGAZINE, FEB 1897.

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GUEST’S ACTIONS IN DINING ROOM

WAITER’S RESPONSIBILITY

CASHIER’S RESPONSIBILITY

CHECKER’S RESPONSIBILITIES

AT KITCHEN ENTRANCE

GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.

frontstage interactions

backstage interactions

COOK’S RESPONSIBILITIES

AT KITCHEN COOKING AREA

GUEST ORDERS MEAL

SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE

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GUEST’S ACTIONS IN DINING ROOM

WAITER’S RESPONSIBILITY

CASHIER’S RESPONSIBILITY

CHECKER’S RESPONSIBILITIES

AT KITCHEN ENTRANCE

GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.

frontstage interactions

backstage interactions

COOK’S RESPONSIBILITIES

AT KITCHEN COOKING AREA

GUEST ORDERS MEAL

CHECKER MAKES ITEMIZED COPY WITH WAITER’S NUMBER AT TOP. THEN MAKES TWO SUMMARIZED MEMORANDA ON STUBS AT EITHER SIDE OF BILL AND STAMPS EACH PART.

CHECKER FILES ORIGINAL ORDER.

WAITER TAKES ORDER TO A “CHECKER” WHOSE DESK IS ON ROUTE TO AND FROM KITCHEN.

SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE

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GUEST’S ACTIONS IN DINING ROOM

WAITER’S RESPONSIBILITY

CASHIER’S RESPONSIBILITY

CHECKER’S RESPONSIBILITIES

AT KITCHEN ENTRANCE

GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.

frontstage interactions

backstage interactions

COOK’S RESPONSIBILITIES

AT KITCHEN COOKING AREA

GUEST ORDERS MEAL

CHECKER MAKES ITEMIZED COPY WITH WAITER’S NUMBER AT TOP. THEN MAKES TWO SUMMARIZED MEMORANDA ON STUBS AT EITHER SIDE OF BILL AND STAMPS EACH PART.

CHECKER FILES ORIGINAL ORDER.

WAITER TAKES ORDER TO A “CHECKER” WHOSE DESK IS ON ROUTE TO AND FROM KITCHEN.

CHECKER THEN REMOVES ONE PART TO FILE IT AND HANDS REST TO WAITER.

WAITER TAKES APPROVED BILL TO THE COOK.

COOK PREPARES MEAL.

SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE

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GUEST’S ACTIONS IN DINING ROOM

WAITER’S RESPONSIBILITY

CASHIER’S RESPONSIBILITY

CHECKER’S RESPONSIBILITIES

AT KITCHEN ENTRANCE

GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.

frontstage interactions

backstage interactions

COOK’S RESPONSIBILITIES

AT KITCHEN COOKING AREA

GUEST ORDERS MEAL

CHECKER MAKES ITEMIZED COPY WITH WAITER’S NUMBER AT TOP. THEN MAKES TWO SUMMARIZED MEMORANDA ON STUBS AT EITHER SIDE OF BILL AND STAMPS EACH PART.

CHECKER FILES ORIGINAL ORDER.

WAITER TAKES ORDER TO A “CHECKER” WHOSE DESK IS ON ROUTE TO AND FROM KITCHEN.

CHECKER THEN REMOVES ONE PART TO FILE IT AND HANDS REST TO WAITER.

WAITER TAKES APPROVED BILL TO THE COOK.

COOK PREPARES MEAL.

CHECKER INSPECTS ORDER ON WAY TO THE DINING ROOM AND CHECKS EACH ITEM OFF ON THE BILL.

WAITER ON ROUTE TO DINING ROOM WITH MEAL AND BILL BUT FIRST MUST STOP FOR INSPECTION (FOOD CANNOT ENTER DINING ROOM WITHOUT CHECKER’S INSPECTION).

SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE

©2012 KIPUM LEE PAGE 23

GUEST’S ACTIONS IN DINING ROOM

WAITER’S RESPONSIBILITY

CASHIER’S RESPONSIBILITY

CHECKER’S RESPONSIBILITIES

AT KITCHEN ENTRANCE

GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.

frontstage interactions

backstage interactions

COOK’S RESPONSIBILITIES

AT KITCHEN COOKING AREA

GUEST ORDERS MEAL

CHECKER MAKES ITEMIZED COPY WITH WAITER’S NUMBER AT TOP. THEN MAKES TWO SUMMARIZED MEMORANDA ON STUBS AT EITHER SIDE OF BILL AND STAMPS EACH PART.

CHECKER FILES ORIGINAL ORDER.

WAITER TAKES ORDER TO A “CHECKER” WHOSE DESK IS ON ROUTE TO AND FROM KITCHEN.

CHECKER THEN REMOVES ONE PART TO FILE IT AND HANDS REST TO WAITER.

WAITER TAKES APPROVED BILL TO THE COOK.

COOK PREPARES MEAL.

CHECKER INSPECTS ORDER ON WAY TO THE DINING ROOM AND CHECKS EACH ITEM OFF ON THE BILL.

WAITER ON ROUTE TO DINING ROOM WITH MEAL AND BILL BUT FIRST MUST STOP FOR INSPECTION (FOOD CANNOT ENTER DINING ROOM WITHOUT CHECKER’S INSPECTION).

GUEST RECEIVES ORDER AND ENJOYS MEAL.

GUEST RECIEVES ORDER AND EATS

SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE

©2012 KIPUM LEE PAGE 24

GUEST’S ACTIONS IN DINING ROOM

WAITER’S RESPONSIBILITY

CASHIER’S RESPONSIBILITY

CHECKER’S RESPONSIBILITIES

AT KITCHEN ENTRANCE

GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.

frontstage interactions

backstage interactions

COOK’S RESPONSIBILITIES

AT KITCHEN COOKING AREA

GUEST ORDERS MEAL

CHECKER MAKES ITEMIZED COPY WITH WAITER’S NUMBER AT TOP. THEN MAKES TWO SUMMARIZED MEMORANDA ON STUBS AT EITHER SIDE OF BILL AND STAMPS EACH PART.

CHECKER FILES ORIGINAL ORDER.

WAITER TAKES ORDER TO A “CHECKER” WHOSE DESK IS ON ROUTE TO AND FROM KITCHEN.

CHECKER THEN REMOVES ONE PART TO FILE IT AND HANDS REST TO WAITER.

WAITER TAKES APPROVED BILL TO THE COOK.

COOK PREPARES MEAL.

CHECKER INSPECTS ORDER ON WAY TO THE DINING ROOM AND CHECKS EACH ITEM OFF ON THE BILL.

WAITER ON ROUTE TO DINING ROOM WITH MEAL AND BILL BUT FIRST MUST STOP FOR INSPECTION (FOOD CANNOT ENTER DINING ROOM WITHOUT CHECKER’S INSPECTION).

GUEST RECEIVES ORDER AND ENJOYS MEAL.

GUEST RECIEVES ORDER AND EATS GUEST CONFIRMS COST AND PAYS

ITEMIZED BILL PRESENTED TO GUEST FOR EXAMINATION. PAYMENT THEN TAKEN TO THE CASHIER.

SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE

©2012 KIPUM LEE PAGE 25

GUEST’S ACTIONS IN DINING ROOM

WAITER’S RESPONSIBILITY

CASHIER’S RESPONSIBILITY

CHECKER’S RESPONSIBILITIES

AT KITCHEN ENTRANCE

GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.

frontstage interactions

backstage interactions

COOK’S RESPONSIBILITIES

AT KITCHEN COOKING AREA

GUEST ORDERS MEAL

CHECKER MAKES ITEMIZED COPY WITH WAITER’S NUMBER AT TOP. THEN MAKES TWO SUMMARIZED MEMORANDA ON STUBS AT EITHER SIDE OF BILL AND STAMPS EACH PART.

CHECKER FILES ORIGINAL ORDER.

WAITER TAKES ORDER TO A “CHECKER” WHOSE DESK IS ON ROUTE TO AND FROM KITCHEN.

CHECKER THEN REMOVES ONE PART TO FILE IT AND HANDS REST TO WAITER.

WAITER TAKES APPROVED BILL TO THE COOK.

COOK PREPARES MEAL.

CHECKER INSPECTS ORDER ON WAY TO THE DINING ROOM AND CHECKS EACH ITEM OFF ON THE BILL.

WAITER ON ROUTE TO DINING ROOM WITH MEAL AND BILL BUT FIRST MUST STOP FOR INSPECTION (FOOD CANNOT ENTER DINING ROOM WITHOUT CHECKER’S INSPECTION).

GUEST RECEIVES ORDER AND ENJOYS MEAL.

GUEST RECIEVES ORDER AND EATS GUEST CONFIRMS COST AND PAYS

ITEMIZED BILL PRESENTED TO GUEST FOR EXAMINATION. PAYMENT THEN TAKEN TO THE CASHIER.

CASHIER GIVES LITTLE STUB TO WAITER WITH CHANGE.

CASHIER FILES BIG PART OF BILL.

SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE

©2012 KIPUM LEE PAGE 26

GUEST’S ACTIONS IN DINING ROOM

WAITER’S RESPONSIBILITY

CASHIER’S RESPONSIBILITY

CHECKER’S RESPONSIBILITIES

AT KITCHEN ENTRANCE

GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.

frontstage interactions

backstage interactions

COOK’S RESPONSIBILITIES

AT KITCHEN COOKING AREA

GUEST ORDERS MEAL

CHECKER MAKES ITEMIZED COPY WITH WAITER’S NUMBER AT TOP. THEN MAKES TWO SUMMARIZED MEMORANDA ON STUBS AT EITHER SIDE OF BILL AND STAMPS EACH PART.

CHECKER FILES ORIGINAL ORDER.

WAITER TAKES ORDER TO A “CHECKER” WHOSE DESK IS ON ROUTE TO AND FROM KITCHEN.

CHECKER THEN REMOVES ONE PART TO FILE IT AND HANDS REST TO WAITER.

WAITER TAKES APPROVED BILL TO THE COOK.

COOK PREPARES MEAL.

CHECKER INSPECTS ORDER ON WAY TO THE DINING ROOM AND CHECKS EACH ITEM OFF ON THE BILL.

WAITER ON ROUTE TO DINING ROOM WITH MEAL AND BILL BUT FIRST MUST STOP FOR INSPECTION (FOOD CANNOT ENTER DINING ROOM WITHOUT CHECKER’S INSPECTION).

GUEST RECEIVES ORDER AND ENJOYS MEAL.

GUEST RECIEVES ORDER AND EATS GUEST CONFIRMS COST AND PAYS

ITEMIZED BILL PRESENTED TO GUEST FOR EXAMINATION. PAYMENT THEN TAKEN TO THE CASHIER.

CASHIER GIVES LITTLE STUB TO WAITER WITH CHANGE.

CASHIER FILES BIG PART OF BILL.

GUEST RECEIVES CHANGE AND TIPS

GUEST RECEIVES CHANGE.

GUEST TIPS WAITER.

WAITER POCKETS REMAINING STUB FOR REFERNCE.

SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE

©2012 KIPUM LEE PAGE 27

GUEST’S ACTIONS IN DINING ROOM

WAITER’S RESPONSIBILITY

CASHIER’S RESPONSIBILITY

CHECKER’S RESPONSIBILITIES

AT KITCHEN ENTRANCE

GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.

frontstage interactions

backstage interactions

COOK’S RESPONSIBILITIES

AT KITCHEN COOKING AREA

GUEST ORDERS MEAL

CHECKER MAKES ITEMIZED COPY WITH WAITER’S NUMBER AT TOP. THEN MAKES TWO SUMMARIZED MEMORANDA ON STUBS AT EITHER SIDE OF BILL AND STAMPS EACH PART.

CHECKER FILES ORIGINAL ORDER.

WAITER TAKES ORDER TO A “CHECKER” WHOSE DESK IS ON ROUTE TO AND FROM KITCHEN.

CHECKER THEN REMOVES ONE PART TO FILE IT AND HANDS REST TO WAITER.

WAITER TAKES APPROVED BILL TO THE COOK.

COOK PREPARES MEAL.

CHECKER INSPECTS ORDER ON WAY TO THE DINING ROOM AND CHECKS EACH ITEM OFF ON THE BILL.

WAITER ON ROUTE TO DINING ROOM WITH MEAL AND BILL BUT FIRST MUST STOP FOR INSPECTION (FOOD CANNOT ENTER DINING ROOM WITHOUT CHECKER’S INSPECTION).

GUEST RECEIVES ORDER AND ENJOYS MEAL.

GUEST RECIEVES ORDER AND EATS GUEST CONFIRMS COST AND PAYS

ITEMIZED BILL PRESENTED TO GUEST FOR EXAMINATION. PAYMENT THEN TAKEN TO THE CASHIER.

CASHIER GIVES LITTLE STUB TO WAITER WITH CHANGE.

CASHIER FILES BIG PART OF BILL.

GUEST RECEIVES CHANGE AND TIPS

GUEST RECEIVES CHANGE.

GUEST TIPS WAITER.

WAITER POCKETS REMAINING STUB FOR REFERNCE.

AT THE END OF 24 HOURS, THE THREE MEMORANDA ALONG WITH THE ORIGINAL ORDER IN THE GUEST’S HANDWRITING ALL COME TOGETHER IN THE AUDITING OR COMPTROLLER’S DEPARTMENT WHERE THEY ARE COMPARED FOR THE PURPOSE OF DISCLOSING POSSIBLE DISCREPANCIES.

SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE

©2012 KIPUM LEE PAGE 28

PLAYING: TECHNOLOGIES INSIDE THE HOTEL.

SERVICE AS SCIENCE

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HOTEL AS UNIQUE ENVIRONMENTORDINARY : EXTRAORDINARYLODGING, DINING, PLAYING

THE ART OF HOSPITALITY: GUEST EXPERIENCES.

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HOTEL AS AN ENVIRONMENT.

ORDINARY : EXTRAORDINARY

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ON TRANSFORMING THE ORDINARY AN EXPERIENCE.

“To me, no matter what the food, be it omelette or roast pheasant, it is improved – actually, in taste! – if it is well presented and well served ... The shape and size and fineness of the glass, the manner of the waiter as he pours the wine, all contribute to the ultimate enjoyment of the taste.”

MARIE LOUIS RITZ, CÉSAR RITZ: HOST TO THE WORLD , 1938, P. 112.

SERVICE AS ART

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LODGING: THE IDEA OF THE RESORT HOTEL.

SERVICE AS ART

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Caviar d’Esturgeon.Kroupnick Polonaise.

Consommé Viveur Glacé en Tasse.Timbale de Homards à l’Américaine.

Suprême de Triute Saumonée à la Gelée de Chambertin.Aiguillette de Jeune Caneton à l’Ambassade.

Courgettes à la Serbe.Selle de Veau Braisée à l’Orloff.Petits Pois. Carottes à la Crème.Pommes Mignonette Persillées.

Soufflé de Jambon Norvégienne.Ortolans Doubles au Bacon.

Cœurs de Laitues.Asperges Géantes de Paris, Sauce Hollandaise.

Pêches des Gourmets.Friandises.

Mousse Romaine.Tartelettes Florentine.

Corbeille de Fruits.

VINS.Gonzalez Coronation Sherry.

Berncastler Doctor, 1893.Châtean Duhart Milon, 1875.

Heidsieck Dry Monopole, 1898.G. H. Mumm, 1899.Croft’s Port, 1890.

La Grande Marque Fine, 1848.

MENUTHE HOTEL RITZ, LONDON, JUNE 1912

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PLAYING: HOTEL AS A PUBLIC HUB & SOCIAL INSTITUTION.

SERVICE AS ART

LA GALERIE DES MACHINES ÉLECTRIQUES, PARIS EXPOSITION 1900.

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THE SHOCK OF THE OLDTOWARDS A NEW THEME

SO WHAT?

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CONCLUSIONOLD THEME

MAKING CONNECTIONS.

©2003 THE MCGRAW-HILL COMPANIES

HIDE : REVEAL :: ORDINARY : EXTRAORDINARY

©2012 KIPUM LEE PAGE 37

HIDE : REVEAL :: ORDINARY : EXTRAORDINARY

THEME FROM HISTORY.

SCIENCE

BackstageApersonalSystemsCodified

CONCLUSIONOLD THEME

AvailableOperativeEmployeesRoutined

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HIDE : REVEAL :: ORDINARY : EXTRAORDINARY

THEME FROM HISTORY.

ART

CONCLUSIONOLD THEME

FrontstageFace-to-faceFrontline staffLearned

Always on with no boundariesActiveEmpowered associatesImprovised

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HIDE : REVEAL :: ORDINARY : EXTRAORDINARY

THEME FROM HISTORY.

ARTSCIENCE

BackstageApersonalSystemsCodified

FrontstageFace-to-faceFrontline staffLearned

AvailableOperativeEmployeesRoutined

Always on with no boundariesActiveEmpowered associatesImprovised

CONCLUSIONOLD THEME

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A NEW THEME: INTEGRATING SCIENCE & ART OF HOSPITALITY.

HIDE : REVEAL :: ORDINARY : EXTRAORDINARY

SCIENCE & ART

CONCLUSIONNEW THEME

©2012 KIPUM LEE PAGE 41

CONCLUSIONNEW THEME

INAMO PAN-ASIAN RESTAURANT IN ENGLAND USING E-TABLE TECHNOLOGY. PIC FROM HTTP://HAPPYHOMEMAKERUK.BLOGSPOT.CO.AT.

WHAT IF THAT WHICH IS REVEALED BECOMES MORE ORDINARY?

©2012 KIPUM LEE PAGE 42

HIDE : REVEAL :: ORDINARY : EXTRAORDINARY

ART & SCIENCE

CONCLUSIONNEW THEME

A NEW THEME: INTEGRATING SCIENCE & ART OF HOSPITALITY.

©2012 KIPUM LEE PAGE 43

CONCLUSIONNEW THEME

INSIDE AN APPLE MACPRO.

WHAT IF THAT WHICH IS HIDDEN BECOMES MORE EXTRAORDINARY?

©2012 KIPUM LEE PAGE 44

HIDE : REVEAL :: ORDINARY : EXTRAORDINARY

ART & SCIENCE

SCIENCE & ART

CONCLUSIONNEW THEME

A NEW THEME: INTEGRATING SCIENCE & ART OF HOSPITALITY.

©2012 KIPUM LEE PAGE 45

FIN.

THANK YOU :)

Kip Leekml61@case.edu

@kipumhttp://placesofdesign.com