MARC details
| 000 -LEADER |
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| fixed length control field |
02794nam a22003257a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
PILC |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20221123182445.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
200122b xxu||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9781544321509 |
| 040 ## - CATALOGING SOURCE |
|---|
| Transcribing agency |
MANILA TYTANA COLLEGES LIBRARY |
| 050 ## - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
CIR TX 911.3.M27 F67 2020 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Ford, Robert C. |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Managing hospitality organizations : |
| Remainder of title |
achieving excellence in the guest experience / |
| Statement of responsibility, etc. |
Robert C. Ford and Michael C. Sturman. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
2nd ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc. |
Thousand Oaks, CA : |
| Name of publisher, distributor, etc. |
Sage, |
| Date of publication, distribution, etc. |
2020. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xii, 544 pages ; |
| Other physical details |
color illustrations : |
| Dimensions |
26 cm |
| 336 ## - CONTENT TYPE |
|---|
| Content type term |
text |
| Source |
rdacontent |
| 337 ## - MEDIA TYPE |
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| Media type term |
unmediated |
| Source |
rdamedia |
| 338 ## - CARRIER TYPE |
|---|
| Carrier type term |
volume |
| Source |
rdacarrier |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references and index. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
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 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
"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"-- |
| Assigning source |
Provided by publisher. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Hospitality industry |
| General subdivision |
Management. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Hospitality industry |
| General subdivision |
Customer services. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Hospitality industry |
| General subdivision |
Personnel management. |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Sturman, Michael C. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Library of Congress Classification |
| Koha item type |
Circulation Books |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| Cataloger's initials, CIN (RLIN) |
84219 |
| First Date, FD (RLIN) |
142582 |
