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Managing Hospitality Organizations
Achieving Excellence in the Guest Experience
Third Edition
- Robert C. Ford - University of Central Florida, USA
- Michael C. Sturman - Rutgers University, USA, Cornell University, USA
Other Titles in:
Business & Management (General) | Hospitality, Travel & Tourism Management | Tourism Studies
Business & Management (General) | Hospitality, Travel & Tourism Management | Tourism Studies
February 2024 | 656 pages | SAGE Publications, Inc
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. Learn more.
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. Learn more.
SECTION 1: HOSPITALITY SERVICE STRATEGY
Chapter 1: The Basics of Wow! The Guest Knows Best
Chapter 2: Meeting Guest Expectations through Planning
Chapter 3: Setting the Scene for the Guest Experience
Chapter 4: Developing the Hospitality Culture: Everyone Serves!
SECTION 2: HOSPITALITY SERVICE STAFF
Chapter 5: Staffing for Service
Chapter 6: Training and Developing Employees to Serve
Chapter 7: Serving with a Smile: Motivating Exceptional Service
Chapter 8: Involving the Guest: the Co-Creation of Value
SECTION 3: HOSPITALITY SERVICE DELIVERY SYSTEM
Chapter 9: Communicating for Service
Chapter 10: Planning the Service Delivery System
Chapter 11: Waiting for Service
Chapter 12: Measuring and Managing Service Delivery
Chapter 13: Fixing Service Failures
Chapter 14: Service Excellence: Leading the Way to Wow!
Supplements
Instructor Resource Site
Online resources included with this text
The online resources for your text are available via the password-protected Instructor Resource Site, which offers access to all text-specific resources, including a test bank and editable, chapter-specific PowerPoint® slides.
Online resources included with this text
The online resources for your text are available via the password-protected Instructor Resource Site, which offers access to all text-specific resources, including a test bank and editable, chapter-specific PowerPoint® slides.
Sample Materials & Chapters
Chapter 1. THE BASIICS OF WOW! THE GUEST KNOWS BEST
Chapter 2. MEETING GUEST EXPECTATIONS THROUGH PLANNING