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Author: Michael Collins
Publisher:
Published: 2019-08-30
Total Pages: 0
ISBN-13: 9781792401527
DOWNLOAD EBOOKFocuses on the application of sound customer service theory and best industry practices within the context of a hotel, lodging, or resort setting. Exceptional customer experiences and financial returns are interdependent and Delivering the Guest Experience explains this synergistic relationship.
Author: MICHAEL. COLLINS
Publisher:
Published: 2023
Total Pages: 0
ISBN-13:
DOWNLOAD EBOOKAuthor: Robert Clayton Ford
Publisher: Delmar Thomson Learning
Published: 2000
Total Pages: 464
ISBN-13:
DOWNLOAD EBOOKDescribes fourteen principles of successful hospitality management, and discusses their relation to guest experiences at tourism venues, considering issues of strategy, staffing, and systems.
Author: Robert C. Ford
Publisher: SAGE Publications
Published: 2018-11-30
Total Pages: 579
ISBN-13: 1544356862
DOWNLOAD EBOOKManaging 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.
Author: Rachel Sherman
Publisher: Univ of California Press
Published: 2007
Total Pages: 760
ISBN-13: 0520247817
DOWNLOAD EBOOK"Sherman's insightful ethnography sheds light on the interactional dimension of symbolic boundaries and class relations as they are lived by luxury hotel clients and the workers who serve them. We learn how both groups perform class through emotion work and deepen our understanding of the role played by "niceness" in constituting equality and reversing hierarchies. As such, Class Acts is a signal contribution to a growing literature on the place of the self concept in class boundaries. It will gain a significant place in a body of work that broadens our understanding of class by moving beyond structural determinants and taking into consideration the performative, emotional, cognitive, and expressive dimensions of inequality."--Michele Lamont, author of The Dignity of Working Men: Morality and the Boundaries of Race, Class, and Immigration "Eye-opening, amusing, and appalling, Rachel Sherman's Class Acts explains how class inequality is normalized in the refined atmosphere of luxury hotels. This beautifully observed and engagingly written ethnography describes what kinds of deference and personal recognition money can buy. Moreover, it shows how workers who provide luxury service avoid seeing themselves as subordinate and how those whose whims are catered to are made comfortable with their privilege. Class Acts is a sobering and timely account of the legitimation of extreme inequality in a culture that prizes egalitarianism."--Robin Leidner, University of Pennsylvania "Rachel Sherman provides a penetrating and engrossing study of workers and guests in luxury hotels. Do workers resent the guests? Do guests disdain the workers? Sherman argues neither is true-and explains why."--Julia Wrigley, author of Other People's Children
Author: Percy K. Singh
Publisher: Kanishka Publishers
Published: 2006
Total Pages: 296
ISBN-13: 9788173918247
DOWNLOAD EBOOKAuthor: Alan T. Stutts
Publisher: Wiley
Published: 2001-01-25
Total Pages: 0
ISBN-13: 9780471354833
DOWNLOAD EBOOKThorough preparation for a successful career in hotel and lodging management Hotel and Lodging Management: An Introduction prepares students to succeed in entry-level management positions and provides the solid foundation needed to rise through the ranks and enjoy a long and successful career. This comprehensive tutorial combines detailed presentations of front office and housekeeping management with a close examination of organizational structure and the interdependent relationship between departments. Alan Stutts covers everything from clear explanations of front office and housekeeping organization and staffing to detailed descriptions of procedures, such as reservations, registration, guest services, accounting, guest room cleaning, public area cleaning, inventory control, employee safety, and much more. An entire chapter on security and guest safety is followed by a view of the interaction among key departments-sales, food and beverage, engineering and services, and human resources. Other important topics covered include: * Control mechanisms, forecasting, and business planning * Career planning in hotel and lodging management * Management contracts and franchise agreements * Role and responsibilities of the general manager * Development and pre-opening issues * Resorts and special lodging environments Supplemented with scores of helpful photographs and line drawings as well as numerous real-world examples, Hotel and Lodging Management: An Introduction is the ideal textbook for courses in hotel operations management, lodging operations management, rooms division, rooms management, front office operations management, guest services management, and lodging systems.
Author: Robert C Ford
Publisher: Sage Publications, Incorporated
Published: 2024-01-29
Total Pages: 0
ISBN-13: 9781071876275
DOWNLOAD EBOOKToday's economy is dominated by the rapidly growing service sector. Even businesses primarily selling goods are reinventing their image and positioning themselves as service providers. Introduction to Hospitality Management: Creating Excellent Guest Experiences 3e 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 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 the guest experience in today's ultracompetitive environment.
Author: Robert C. Ford
Publisher: Cengage Learning
Published: 2011-02-14
Total Pages: 536
ISBN-13: 9781439060322
DOWNLOAD EBOOKMANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, 1st edition teaches the concept and principles 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 organizations. 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 suggested hospitality activities for students in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. Ethics in Business segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and ends with Lessons Learned, review questions, Ethics in Business, activities, and case studies. The included Instructor's Guide provides answers to the end-of-chapter questions and to the discussion questions following the chapter cases, additional field exercises in hospitality, true-false and multiple-choice quizzes, and additional material to assist the instructor in preparing course outlines and lesson plans, providing the best known about managing hospitality organizations big or small. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
Author: Rachael Allan
Publisher: Independently Published
Published: 2024-07-19
Total Pages: 0
ISBN-13:
DOWNLOAD EBOOKUnlock the secrets to thriving in the dynamic world of hospitality with "Hotel Management Mastery: A Complete Guide to Success." This comprehensive guide is your ultimate resource for mastering the art and science of hotel management, tailored for both aspiring and seasoned professionals. Discover the Key to Hotel Management Excellence In this meticulously crafted book, industry expert Rachael Allan offers a deep dive into every facet of hotel management, providing you with the tools and insights needed to elevate your career and enhance your hotel's operations. From the foundational principles to the latest industry trends, this guide covers it all. What You Will Learn: 1. Introduction to Hotel Management: Gain a thorough understanding of the hospitality industry, the pivotal role of a hotel manager, and the essential skills and competencies required for success. 2. Understanding Hotel Operations: Master the intricacies of front office management, housekeeping excellence, and delivering exceptional food and beverage services. 3. Guest Services and Satisfaction: Learn how to create memorable guest experiences, handle complaints effectively, and build lasting customer loyalty. 4. Revenue Management and Pricing Strategies: Explore the fundamentals of revenue management, dynamic pricing techniques, and strategies for maximizing revenue through upselling. 5. Marketing and Sales for Hotels: Develop a strong brand identity, leverage effective marketing channels, and implement sales strategies to drive bookings and boost occupancy rates. 6. Human Resources Management: Discover best practices for recruiting and training staff, fostering employee engagement and retention, and leading a motivated team. 7. Financial Management and Budgeting 8. Technology in Hotel Management: Harness the power of technology to streamline operations, utilize property management systems, and manage your online presence and reputation. 9. Health, Safety, and Security: Ensure guest safety and security, comply with health and safety regulations, and develop crisis management and emergency preparedness plans. 10. Sustainable and Eco-Friendly Practices: Implement green initiatives, understand the benefits of sustainability, and learn from case studies of successful eco-friendly hotels. 11. Trends and Innovations in the Hospitality Industry: Stay ahead of emerging trends, adapt to changing guest preferences, and gain insights into the future outlook of hotel management. Continuing Education and Professional Development: This book also emphasizes the importance of continuous learning and professional growth. Explore industry certifications, join professional networks, attend conferences, and seek mentorship to stay at the forefront of the industry. Setting Goals for Success: Set clear, actionable goals for your career and your hotel's success. Learn how to define your vision, set SMART goals, break them down into actionable steps, and continuously monitor your progress. "Hotel Management Mastery: A Complete Guide to Success" is your indispensable companion in navigating the complexities of the hospitality industry. Whether you're looking to advance your career, improve your hotel's operations, or stay updated with industry innovations, this guide equips you with the knowledge and strategies to achieve excellence. Embark on your journey to hotel management mastery and create unforgettable experiences for your guests. Get your copy today and take the first step towards success in the vibrant world of hospitality.
