Managing hospitality organizations: achieving excellence in the guest experience
"Today's economy is dominated by the service sector which continues to grow at a rapid pace. Even businesses dealing primarily psychical goods are now reinventing their image and positioning themselves as service providers. Introduction to Hospitality Management: Creating Excellent Guest E...
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Los Angeles
SAGE
[2020]
|
| Ausgabe: | Second edition |
| Schlagworte: | |
| Zusammenfassung: | "Today's economy is dominated by the service sector which continues to grow at a rapid pace. Even businesses dealing primarily psychical goods are now reinventing their image and positioning themselves as service providers. Introduction to Hospitality Management: Creating Excellent Guest Experiences 2e takes students on a journey through the unique world of the hospitality 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 including Walt Disney, Southwest Airlines, and The Four Seasons. Authors Michael Sturman and Robert Ford emphasize the critical importance of focusing on your guest to create 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 services in today's ultracompetitive environment"-- |
| Beschreibung: | Previous edition: Managing quality service in hospitality : how organizations achieve excellence in the guest experience |
| Beschreibung: | xxxi, 544 Seiten Illustrationen, Diagramme 26 cm |
| ISBN: | 9781544321509 |
Internformat
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| 100 | 1 | |a Ford, Robert C. |d 1945- |e Verfasser |0 (DE-588)170591905 |4 aut | |
| 245 | 1 | 0 | |a Managing hospitality organizations |b achieving excellence in the guest experience |c Robert C. Ford (University of Central Florida), Michael C. Sturman (Rutgers University) |
| 250 | |a Second edition | ||
| 264 | 1 | |a Los Angeles |b SAGE |c [2020] | |
| 300 | |a xxxi, 544 Seiten |b Illustrationen, Diagramme |c 26 cm | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Previous edition: Managing quality service in hospitality : how organizations achieve excellence in the guest experience | ||
| 505 | 8 | |a The hospitality service strategy -- The basics of wow! the guest knows best -- Meeting guest expectations through planning -- Setting the scene for the guest experience -- Developing the hospitality culture: everyone serves! -- The hospitality service staff -- Staffing for service -- Training and developing employees to serve -- Serving with a smile: motivating exceptional service -- Involving the guest: the co-creation of value -- The hospitality service delivery system -- Communicating for service -- Planning the service delivery system -- Waiting for service -- Measuring and managing service delivery -- Fixing service failures -- Service excellence: leading the way to wow! | |
| 520 | |a "Today's economy is dominated by the service sector which continues to grow at a rapid pace. Even businesses dealing primarily psychical goods are now reinventing their image and positioning themselves as service providers. Introduction to Hospitality Management: Creating Excellent Guest Experiences 2e takes students on a journey through the unique world of the hospitality 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 including Walt Disney, Southwest Airlines, and The Four Seasons. Authors Michael Sturman and Robert Ford emphasize the critical importance of focusing on your guest to create 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 services in today's ultracompetitive environment"-- | ||
| 650 | 4 | |a Hospitality industry / Management | |
| 650 | 4 | |a Hospitality industry / Customer services | |
| 650 | 4 | |a Hospitality industry / Personnel management | |
| 650 | 7 | |a Hospitality industry / Customer services |2 fast | |
| 650 | 7 | |a Hospitality industry / Management |2 fast | |
| 650 | 7 | |a Hospitality industry / Personnel management |2 fast | |
| 700 | 1 | |a Sturman, Michael C. |e Verfasser |4 aut | |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-031315163 | ||
Datensatz im Suchindex
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| author | Ford, Robert C. 1945- Sturman, Michael C. |
| author_GND | (DE-588)170591905 |
| author_facet | Ford, Robert C. 1945- Sturman, Michael C. |
| author_role | aut aut |
| author_sort | Ford, Robert C. 1945- |
| author_variant | r c f rc rcf m c s mc mcs |
| building | Verbundindex |
| bvnumber | BV045932765 |
| classification_rvk | QQ 946 |
| contents | The hospitality service strategy -- The basics of wow! the guest knows best -- Meeting guest expectations through planning -- Setting the scene for the guest experience -- Developing the hospitality culture: everyone serves! -- The hospitality service staff -- Staffing for service -- Training and developing employees to serve -- Serving with a smile: motivating exceptional service -- Involving the guest: the co-creation of value -- The hospitality service delivery system -- Communicating for service -- Planning the service delivery system -- Waiting for service -- Measuring and managing service delivery -- Fixing service failures -- Service excellence: leading the way to wow! |
| ctrlnum | (OCoLC)1104882188 (DE-599)BVBBV045932765 |
| discipline | Wirtschaftswissenschaften |
| edition | Second edition |
| format | Book |
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| id | DE-604.BV045932765 |
| illustrated | Illustrated |
| indexdate | 2024-07-10T08:30:45Z |
| institution | BVB |
| isbn | 9781544321509 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-031315163 |
| oclc_num | 1104882188 |
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| owner_facet | DE-1050 DE-11 |
| physical | xxxi, 544 Seiten Illustrationen, Diagramme 26 cm |
| publishDate | 2020 |
| publishDateSearch | 2020 |
| publishDateSort | 2020 |
| publisher | SAGE |
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| spelling | Ford, Robert C. 1945- Verfasser (DE-588)170591905 aut Managing hospitality organizations achieving excellence in the guest experience Robert C. Ford (University of Central Florida), Michael C. Sturman (Rutgers University) Second edition Los Angeles SAGE [2020] xxxi, 544 Seiten Illustrationen, Diagramme 26 cm txt rdacontent n rdamedia nc rdacarrier Previous edition: Managing quality service in hospitality : how organizations achieve excellence in the guest experience The hospitality service strategy -- The basics of wow! the guest knows best -- Meeting guest expectations through planning -- Setting the scene for the guest experience -- Developing the hospitality culture: everyone serves! -- The hospitality service staff -- Staffing for service -- Training and developing employees to serve -- Serving with a smile: motivating exceptional service -- Involving the guest: the co-creation of value -- The hospitality service delivery system -- Communicating for service -- Planning the service delivery system -- Waiting for service -- Measuring and managing service delivery -- Fixing service failures -- Service excellence: leading the way to wow! "Today's economy is dominated by the service sector which continues to grow at a rapid pace. Even businesses dealing primarily psychical goods are now reinventing their image and positioning themselves as service providers. Introduction to Hospitality Management: Creating Excellent Guest Experiences 2e takes students on a journey through the unique world of the hospitality 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 including Walt Disney, Southwest Airlines, and The Four Seasons. Authors Michael Sturman and Robert Ford emphasize the critical importance of focusing on your guest to create 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 services in today's ultracompetitive environment"-- Hospitality industry / Management Hospitality industry / Customer services Hospitality industry / Personnel management Hospitality industry / Customer services fast Hospitality industry / Management fast Hospitality industry / Personnel management fast Sturman, Michael C. Verfasser aut |
| spellingShingle | Ford, Robert C. 1945- Sturman, Michael C. Managing hospitality organizations achieving excellence in the guest experience The hospitality service strategy -- The basics of wow! the guest knows best -- Meeting guest expectations through planning -- Setting the scene for the guest experience -- Developing the hospitality culture: everyone serves! -- The hospitality service staff -- Staffing for service -- Training and developing employees to serve -- Serving with a smile: motivating exceptional service -- Involving the guest: the co-creation of value -- The hospitality service delivery system -- Communicating for service -- Planning the service delivery system -- Waiting for service -- Measuring and managing service delivery -- Fixing service failures -- Service excellence: leading the way to wow! Hospitality industry / Management Hospitality industry / Customer services Hospitality industry / Personnel management Hospitality industry / Customer services fast Hospitality industry / Management fast Hospitality industry / Personnel management fast |
| title | Managing hospitality organizations achieving excellence in the guest experience |
| title_auth | Managing hospitality organizations achieving excellence in the guest experience |
| title_exact_search | Managing hospitality organizations achieving excellence in the guest experience |
| title_full | Managing hospitality organizations achieving excellence in the guest experience Robert C. Ford (University of Central Florida), Michael C. Sturman (Rutgers University) |
| title_fullStr | Managing hospitality organizations achieving excellence in the guest experience Robert C. Ford (University of Central Florida), Michael C. Sturman (Rutgers University) |
| title_full_unstemmed | Managing hospitality organizations achieving excellence in the guest experience Robert C. Ford (University of Central Florida), Michael C. Sturman (Rutgers University) |
| title_short | Managing hospitality organizations |
| title_sort | managing hospitality organizations achieving excellence in the guest experience |
| title_sub | achieving excellence in the guest experience |
| topic | Hospitality industry / Management Hospitality industry / Customer services Hospitality industry / Personnel management Hospitality industry / Customer services fast Hospitality industry / Management fast Hospitality industry / Personnel management fast |
| topic_facet | Hospitality industry / Management Hospitality industry / Customer services Hospitality industry / Personnel management |
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