eBook - ePub
Managing Hospitality Organizations
Achieving Excellence in the Guest Experience
- English
- ePUB (mobile friendly)
- Available on iOS & Android
eBook - ePub
Managing Hospitality Organizations
Achieving Excellence in the Guest Experience
About this book
Managing Hospitality Organizations: Achieving Excellence in the Guest Experience, Third Edition 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.
Authors Robert C. Ford and Michael Sturman emphasize the critical importance of focusing on the guest and creating an 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 the guest experience in today's ultracompetitive environment.
Included with this title:
LMS Cartridge: Import this title's instructor resources into your school's learning management system (LMS) and save time. Don't use an LMS? You can still access all of the same online resources for this title via the password-protected Instructor Resource Site.
Authors Robert C. Ford and Michael Sturman emphasize the critical importance of focusing on the guest and creating an 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 the guest experience in today's ultracompetitive environment.
Included with this title:
LMS Cartridge: Import this title's instructor resources into your school's learning management system (LMS) and save time. Don't use an LMS? You can still access all of the same online resources for this title via the password-protected Instructor Resource Site.
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Please note we cannot support devices running on iOS 13 and Android 7 or earlier. Learn more about using the app.
Yes, you can access Managing Hospitality Organizations by Robert C. Ford,Michael C. Sturman in PDF and/or ePUB format, as well as other popular books in Business & Food Industry. We have over one million books available in our catalogue for you to explore.
Information
Table of contents
- Cover
- Half Title
- Publisher Note
- Title Page
- Copyright Page
- Brief Contents
- Detailed Contents
- Foreword
- Preface
- Acknowledgments
- About the Authors
- Title
- Section I The Hospitality Service Strategy
- 1 The Basics of Wow! The Guest Knows Best: Hospitality Principle: Provide the Service Quality and Value That Guests Expect
- 2 Meeting Guest Expectations through Planning: Hospitality Principle: Focus Strategy on the Key Drivers of Guest Satisfaction
- 3 Setting the Scene for the Guest Experience: Hospitality Principle: Provide the Service Setting That Guests Expect
- 4 Developing the Hospitality Culture: Everyone Serves!: Hospitality Principle: Define and Sustain a Total Service Culture
- Section II The Hospitality Service Staff
- 5 Staffing for Service: Hospitality Principle: Find and Hire People Who Love to Serve
- 6 Training and Developing Employees to Serve: Hospitality Principle: Train Your Employees, Then Train Them Some More
- 7 Serving with a Smile: Motivating Exceptional Service: Hospitality Principle: Engage, Motivate, and Empower Your Employees
- 8 Involving the Guest: The Co-Creation of Value: Hospitality Principle: Empower Guests to Co-Create Their Experiences
- Section III The Hospitality Service Delivery System
- 9 Communicating for Service: Hospitality Principle: Glue the Guest Experience Elements Together with Information
- 10 Planning the Service Delivery System: Hospitality Principle: Provide Seamless Service Delivery
- 11 Waiting for Service: Hospitality Principle: Manage the Guest’s Wait
- 12 Measuring and Managing Service Delivery: Hospitality Principle: Pursue Perfection Relentlessly
- 13 Fixing Service Failures: Hospitality Principle: Don’t Fail the Guest Twice
- 14 Service Excellence: Leading the Way to Wow!: Hospitality Principle: Lead Others to Excel
- Glossary
- Additional Readings
- Index