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Managing Quality Service in Hospitality
MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, International Edition teaches the concept of treating customers as guests and creating a "WOW" experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems.Each chapter includes at suggested hospitality activities for ...
Managing Hospitality Organizations
Introduction to Hospitality Management: Creating Excellent Guest Experiences, 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.
Managing the Guest Experience in Hospitality
Describes fourteen principles of successful hospitality management, and discusses their relation to guest experiences at tourism venues, considering issues of strategy, staffing, and systems.
The Fun Minute Manager
"I've lived by the motto, `Find something you love to do, and you'll never have to work a day in your life.' The Fun Minute Manager takes that concept to a whole new level in showing the boss how to help employees love what they do and enjoy going to work. If you don't have a `fun epiphany' reading this book, go back and read it again!"---Harvey Mackay, Author of the New York Times #1 bestseller Swim With The Sharks Without Being Eaten Alive "Successful organizations have a clear vision of where they are headed. They understand what business they are really in. And, most importantly, they develop a culture that supports the vision and business, just as Southwest Airlines did. We hired attitu...
Brexitland
Authoritative account of the fundamental social and demographic changes that have shaped the turbulent and polarised politics of the UK today.
The Cipher
"Ford's The Cipher is a thrill-a-minute ride. A very cool read."--David Baldacci You think your emails are private? Your credit card number is secure? That stock trades, government secrets, and nuclear codes are safe? ...th1nk aga1n. Robert “Smiles” Smylie is not a genius. He feels like he’s surrounded by them, though, from his software mogul dad to his brainy girlfriend to his oddball neighbor Ben, a math prodigy. When Ben cracks an ancient, real-life riddle central to modern data encryption systems, he suddenly holds the power to unlock every electronic secret in the world—and Smiles finally has a chance to prove his own worth. Smiles hatches a plan to protect Ben from the governme...
