Managing Hospitality Organizations

Managing Hospitality Organizations

Author: Robert C. Ford

Publisher: SAGE Publications

Published: 2023-11-21

Total Pages: 774

ISBN-13: 1071876287

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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

Managing the Guest Experience in Hospitality

Author: Robert Clayton Ford

Publisher: Delmar Thomson Learning

Published: 2000

Total Pages: 464

ISBN-13:

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Describes fourteen principles of successful hospitality management, and discusses their relation to guest experiences at tourism venues, considering issues of strategy, staffing, and systems.


Your Hospitality Personality

Your Hospitality Personality

Author: Morgan Tyree

Publisher: Revell

Published: 2020-08-18

Total Pages: 208

ISBN-13: 1493423258

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Does the thought of hosting a dinner send you into spasms of delight or spirals of dismay? Do you love opening your home to others? Or do you dread even the planning it takes to get a group of friends to arrive at the same restaurant at the same time? We each have our own unique hospitality personality. And when you tap into yours, you'll find a lot more blessing with a lot less stressing. With personal assessments, encouraging stories, and plenty of practical ideas, Morgan Tyree shows you how to identify and embrace your hospitality personality so you can stop worrying and start enjoying yourself and your guests. She helps you understand your hospitality habits, hurdles, and hang-ups, then offers real-life solutions that fit you.


Amazing Grace

Amazing Grace

Author: Kathleen Norris

Publisher: Penguin

Published: 1999-04-01

Total Pages: 404

ISBN-13: 9781573227216

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A NEW YORK TIMES NOTABLE BOOK OF THE YEAR From the New York Times-bestselling author of The Cloister Walk, a book about Christianity, spirituality, and rediscovered faith. Struggling with her return to the Christian church after many years away, Kathleen Norris found it was the language of Christianity that most distanced her from faith. Words like "judgment," "faith," "dogma," "salvation," "sinner"—even "Christ"—formed what she called her "scary vocabulary," words that had become so codified or abstract that their meanings were all but impenetrable. She found she had to wrestle with them and make them her own before they could confer their blessings and their grace. Blending history, theology, storytelling, etymology, and memoir, Norris uses these words as a starting point for reflection, and offers a moving account of her own gradual conversion. She evokes a rich spirituality rooted firmly in the chaos of everyday life—and offers believers and doubters alike an illuminating perspective on how we can embrace ancient traditions and find faith in the contemporary world.


Quality Services and Experiences in Hospitality and Tourism

Quality Services and Experiences in Hospitality and Tourism

Author: Liping A. Cai

Publisher: Emerald Group Publishing

Published: 2018-10-19

Total Pages: 333

ISBN-13: 1787563839

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This book offers conceptual discourse, empirical evidence, application of existing and emerging theories, and implication of practical findings. It discusses the perspectives of both providers and recipients of quality services across a wide spectrum of hospitality and tourism sectors.


Managing Quality Service in Hospitality

Managing Quality Service in Hospitality

Author: Robert C. Ford

Publisher: Delmar

Published: 2012

Total Pages: 516

ISBN-13: 9781111307738

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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 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 discussion questions at the end. 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.


Hospitality Experience

Hospitality Experience

Author: Frans Melissen

Publisher: Routledge

Published: 2019-11-12

Total Pages: 369

ISBN-13: 1000038157

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Hospitality Experience offers students an exciting introduction to key aspects of hospitality management. The authors provide a refreshing focus on how hospitality experiences can be created and managed successfully. With a comprehensive overview of the hospitality industry, the textbook familiarizes students with the basics of hospitality management and offers analysis as well as cases and practical examples. Designed primarily for entry-level students at all levels, the book will also be of interest to professionals working in the business.


The Routledge Handbook of Hospitality Studies

The Routledge Handbook of Hospitality Studies

Author: Conrad Lashley

Publisher: Routledge

Published: 2016-11-10

Total Pages: 672

ISBN-13: 1317395662

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In recent years there has been a growing interest in the study of hospitality as a social phenomenon. This interest has tended to arrive from two communities. The first comprises hospitality academics interested in exploring the wider meanings of hospitality as a way of better understanding guest and host relations and its implications for commercial settings. The second comprises social scientists using hosts and guests as a metaphor for understanding the relationship between host communities and guests as people from outside the community – migrants, asylum seekers and illegal immigrants. The Routledge Handbook of Hospitality Studies encourages both the study of hospitality as a human phenomenon and the study for hospitality as an industrial activity embracing the service of food, drink and accommodation. Developed from specifically commissioned original contributions from recognised authors in the field, it is the most up-to-date and definitive resource on the subject. The volume is divided into four parts: the first looks at ways of seeing hospitality from an array of social science disciplines; the second highlights the experiences of hospitality from different guest perspectives; the third explores the need to be hospitable through various time periods and social structures, and across the globe; while the final section deals with the notions of sustainability and hospitality. This handbook is interdisciplinary in coverage and is also international in scope through authorship and content. The ‘state-of-the-art’ orientation of the book is achieved through a critical view of current debates and controversies in the field as well as future research issues and trends. It is designed to be a benchmark for any future assessment of the field and its development. This handbook offers the reader a comprehensive synthesis of this discipline, conveying the latest thinking, issues and research. It will be an invaluable resource for all those with an interest in hospitality, encouraging dialogue across disciplinary boundaries and areas of study. Chapters: Chapter 4 of this book is freely available as a downloadable Open Access PDF at http://www.taylorfrancis.com under a Creative Commons [Attribution-Non Commercial-No Derivatives (CC-BY-NC-ND)] 4.0 license.


Lead with Hospitality

Lead with Hospitality

Author: Taylor Scott

Publisher: BenBella Books

Published: 2021-04-27

Total Pages: 257

ISBN-13: 1953295223

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Across all industries and levels of organizations, one key leadership trait inspires and motivates more than any other: hospitality. We have all encountered inspirational leaders who've helped us, taught us, encouraged us, pushed us to get outside our comfort zones, or motivated us to become the best version of ourselves. What is it about their leadership styles that inspires us to do more for our team and our personal and professional growth? Turns out, we admire these leaders for the same reasons we love our favorite hotels, resorts, restaurants, or bars: How they make us feel is essential. Members of today's workforce—especially millennials and Gen Z—are looking for inspiring environments and work that truly fulfills them. Before anyone is compelled to do anything they first must feel. Speaker, consultant, and hospitality industry veteran Taylor Scott knows that the most effective leaders approach their roles with heart, emotionally connecting with their team members before attempting to manage them. Scott draws from his two decades in leadership roles at respected hotels, resorts, and restaurants. He distills the principles of gracious hospitality, translating them into actionable leadership lessons which apply in any industry, such as: • How making people feel welcome fosters loyalty and keeps workers engaged with an organization's purpose • How serving people with empathy and compassion sparks workers' highest productivity • How making people feel comfortable encourages exploration, curiosity, and discovery while inviting everyone to lean into their creativity • How making people feel significant drives them to deliver their best work He also shares specific, practical steps you can take to put these principles into action. Scott shows how to connect, serve, engage, coach, and inspire your peers, teams, and even your own leaders. Lead with Hospitality is a call to action to connect with people on a human level which ultimately inspires teams, organizations, and companies to go to the next level.


The Heart of Hospitality

The Heart of Hospitality

Author: Micah Solomon

Publisher: SelectBooks, Inc.

Published: 2016-10-11

Total Pages: 191

ISBN-13: 159079379X

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Success in today’s rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. Help has arrived with a compulsively-readable new standard, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon, with a foreword by The Ritz-Carlton Hotel Company’s president and COO Herve Humler. This up-to-the-minute resource delivers the closely guarded customer experience secrets and on-trend customer service insights of today’s top hoteliers, restaurateurs, and masters of hospitality management including: Four Seasons Chairman Isadore Sharp: How to build an unsinkable company culture Union Square Hospitality Group CEO Danny Meyer: His secrets of hiring, onboarding, training, and more Tom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurant Virgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approach Ritz-Carlton President and COO Herve Humler: How to engage today’s new breed of luxury travelers Double-five-star chef and hotelier Patrick O’Connell (The Inn at Little Washington) shares the secrets of creating hospitality connections Designer David Rockwell on the secrets of building millennial-friendly restaurants and hotel spaces (W, Nobu, Andaz) that resonate with today’s travelers Restaurateur Traci Des Jardins on building a “narcissism-free” hospitality culture Legendary chef Eric Ripert’s principles of creating a great guest experiences, simultaneously within a single dining room. The Heart of Hospitality is a hospitality management resource like no other, put together by leading customer service expert Micah Solomon. Filled with exclusive, first-hand stories and wisdom from the top professionals in the industry, The Heart of Hospitality is an essential hospitality industry resource. As Ritz-Carlton President and COO Herve Humler says in his foreword to the book, “If you want to create and sustain a level of service so memorable that it becomes an unbeatable competitive advantage, you’ll find the secrets here.”