Managing Hospitality Organizations : Achieving Excellence in the Guest Experience /
"Today's economy is dominated by the service sector which continues to grow at a rapid pace. Even businesses dealing primarily psychical goods are now reinventing their image and positioning themselves as service providers. Introduction to Hospitality Management: Creating Excellent Guest E...
| Main Authors: | , |
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| Format: | text |
| Language: | eng |
| Published: |
Thousand Oaks, California : SAGE Publications, Inc.,
2020
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| Subjects: |
| _version_ | 1796761974612164608 |
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| author | Ford, Robert C. (Robert Clayton), 1945-, author 184327 Sturman, Michael C. (Michael Craig), author 633014 |
| author_facet | Ford, Robert C. (Robert Clayton), 1945-, author 184327 Sturman, Michael C. (Michael Craig), author 633014 |
| author_sort | Ford, Robert C. (Robert Clayton), 1945-, author 184327 |
| collection | OCEAN |
| description | "Today's economy is dominated by the service sector which continues to grow at a rapid pace. Even businesses dealing primarily psychical goods are now reinventing their image and positioning themselves as service providers. Introduction to Hospitality Management: Creating Excellent Guest Experiences 2e takes students on a journey through the unique world of the hospitality industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector including Walt Disney, Southwest Airlines, and The Four Seasons. Authors Michael Sturman and Robert Ford emphasize the critical importance of focusing on your guest to create that unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing services in today's ultracompetitive environment"-- |
| first_indexed | 2024-03-05T16:34:09Z |
| format | text |
| id | KOHA-OAI-TEST:560854 |
| institution | Universiti Teknologi Malaysia - OCEAN |
| language | eng |
| last_indexed | 2024-03-05T16:34:09Z |
| publishDate | 2020 |
| publisher | Thousand Oaks, California : SAGE Publications, Inc., |
| record_format | dspace |
| spelling | KOHA-OAI-TEST:5608542021-04-25T00:41:13ZManaging Hospitality Organizations : Achieving Excellence in the Guest Experience / Ford, Robert C. (Robert Clayton), 1945-, author 184327 Sturman, Michael C. (Michael Craig), author 633014 textThousand Oaks, California : SAGE Publications, Inc.,2020©2020eng"Today's economy is dominated by the service sector which continues to grow at a rapid pace. Even businesses dealing primarily psychical goods are now reinventing their image and positioning themselves as service providers. Introduction to Hospitality Management: Creating Excellent Guest Experiences 2e takes students on a journey through the unique world of the hospitality industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector including Walt Disney, Southwest Airlines, and The Four Seasons. Authors Michael Sturman and Robert Ford emphasize the critical importance of focusing on your guest to create that unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing services in today's ultracompetitive environment"--Managing Hospitality Organizations: Achieving Excellence in the Guest Experience takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Students will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. The Second Edition includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership.Includes bibliographical references and index.The hospitality service strategy -- The basics of wow! the guest knows best -- Meeting guest expectations through planning -- Setting the scene for the guest experience -- Developing the hospitality culture: everyone serves! -- The hospitality service staff -- Staffing for service -- Training and developing employees to serve -- Serving with a smile: motivating exceptional service -- Involving the guest: the co-creation of value -- The hospitality service delivery system -- Communicating for service -- Planning the service delivery system -- Waiting for service -- Measuring and managing service delivery -- Fixing service failures -- Service excellence: leading the way to wow!"Today's economy is dominated by the service sector which continues to grow at a rapid pace. Even businesses dealing primarily psychical goods are now reinventing their image and positioning themselves as service providers. Introduction to Hospitality Management: Creating Excellent Guest Experiences 2e takes students on a journey through the unique world of the hospitality industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector including Walt Disney, Southwest Airlines, and The Four Seasons. Authors Michael Sturman and Robert Ford emphasize the critical importance of focusing on your guest to create that unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing services in today's ultracompetitive environment"--Managing Hospitality Organizations: Achieving Excellence in the Guest Experience takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Students will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. The Second Edition includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership.PSZ_JBHospitality industryHospitality industryHospitality industryURN:ISBN:9781544321509 |
| spellingShingle | Hospitality industry Hospitality industry Hospitality industry Ford, Robert C. (Robert Clayton), 1945-, author 184327 Sturman, Michael C. (Michael Craig), author 633014 Managing Hospitality Organizations : Achieving Excellence in the Guest Experience / |
| title | Managing Hospitality Organizations : Achieving Excellence in the Guest Experience / |
| title_full | Managing Hospitality Organizations : Achieving Excellence in the Guest Experience / |
| title_fullStr | Managing Hospitality Organizations : Achieving Excellence in the Guest Experience / |
| title_full_unstemmed | Managing Hospitality Organizations : Achieving Excellence in the Guest Experience / |
| title_short | Managing Hospitality Organizations : Achieving Excellence in the Guest Experience / |
| title_sort | managing hospitality organizations achieving excellence in the guest experience |
| topic | Hospitality industry Hospitality industry Hospitality industry |
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