000			02794nam a22003257a 4500
003			PILC
005			20221123182445.0
008			200122b xxu||||| |||| 00| 0 eng d
020			_a9781544321509
040			_cMANILA TYTANA COLLEGES LIBRARY
050			_aCIR TX 911.3.M27 F67 2020
100	1		_aFord, Robert C.
245	1	0	_aManaging hospitality organizations : _bachieving excellence in the guest experience / _cRobert C. Ford and Michael C. Sturman.
250			_a2nd ed.
260			_aThousand Oaks, CA : _bSage, _c2020.
300			_axii, 544 pages ; _bcolor illustrations : _c26 cm
336			_atext _2rdacontent
337			_aunmediated _2rdamedia
338			_avolume _2rdacarrier
504			_aIncludes bibliographical references and index.
505	0		_aThe 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"-- _cProvided by publisher.
650		0	_aHospitality industry _xManagement.
650		0	_aHospitality industry _xCustomer services.
650		0	_aHospitality industry _xPersonnel management.
700			_aSturman, Michael C.
942			_2lcc _cBK
998			_c84219 _d142582
999			_c80720 _d80720