Managing hospitality organizations : achieving excellence in the guest experience

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書誌事項

Managing hospitality organizations : achieving excellence in the guest experience

Robert C. Ford, Michael C. Sturman

Sage, c2020

2nd ed

  • : pbk

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注記

Includes bibliographical references (p. 493-528) and index

内容説明・目次

内容説明

"A perfect book for any Hospitality program, excellent instructor support, and a good resource for students." -Denise A. Braley, Mitchell College Today'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. Managing 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. Authors Robert C. Ford and Michael C. Sturman emphasize the critical importance of focusing on the guest and creating that unforgettable customer experience. Whether your students will be managing a neighborhood cafe, a convention center, or a high-end resort hotel, they 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. Give your students the SAGE edge! SAGE edge offers a robust online environment featuring an impressive array of free tools and resources for review, study, and further exploration, keeping both instructors and students on the cutting edge of teaching and learning.

目次

Foreword Preface Acknowledgments About the Authors Introduction SECTION I. THE HOSPITALITY SERVICE STRATEGY 1. The Basics of Wow! The Guest Knows Best Introduction Guestology: What is it? The Guest Experience Guest Expectations Quality, Value, and Cost Defined The Importance of Guestology Lessons Learned 2. Meeting Guest Expectations through Planning Introduction Three Generic Strategies The Hospitality Planning Cycle Assessing the Environment Assessing the Organization Itself: The Internal Assessment Vision and Mission Statements Developing the Service Strategy Action Plans Involving Employees in Planning The Uncertain Future Lessons Learned 3. Setting the Scene for the Guest Experience Introduction Creating "The Show" Why is the Environment Important? A Model: How the Service Environment Affects the Guest Lessons Learned 4. Developing the Hospitality Culture: Everyone Serves! Introduction The Importance of Leaders The Importance of Culture Culture as a Competitive Advantage Beliefs, Values, and Norms Culture and the Environment Communicating the Culture Changing the Culture Lessons Learned SECTION II. THE HOSPITALITY SERVICE STAFF 5. Staffing for Service Introduction The Many Employees of the Hospitality Industry The First Step: Study the Job The Second Step: Recruit a Pool of Qualified Candidates The Third Step: Select the Best Candidate The Fourth Step: Hire the Best Applicant The Fifth Step: Make the New Hire Feel Welcome The Sixth Step: Turnover-Retaining the Best and Selecting People out of an Organization Lessons Learned 6. Training and Developing Employees to Serve Introduction Employee Training Developing a Training Program Types of Training Training Methods Challenges and Pitfalls of Training Employee Development Lessons Learned 7. Serving with a Smile: Motivating Exceptional Service Introduction Motivating Employees The Needs People Have The Rewards Managers can Provide Ways Rewards Can Motivate How Managers and Leaders Provide the Right Direction Lessons Learned 8. Involving the Guest: The Co-Creation of Value Introduction The Guest Can Help! Strategies for Involving the Guest Determining Where Co-Production Makes Sense One Last Point: Firing the Guest Lessons Learned Section III. The Hospitality Service Delivery System 9. Communicating for Service Introduction The Challenge of Managing Information Information and the Service Product Information and the Service Setting Information and the Delivery System Decision Support Systems The Hospitality Organization as an Information System Lessons Learned 10. Planning the Service Delivery System Introduction Planning and Designing the Service Delivery System Developing the Service Delivery System Planning Techniques Targeting Specific Problem Areas in Service Delivery Systems Lessons Learned 11. Waiting for Service Introduction Capacity and Psychology: Keys to Managing Lines Queuing Theory: Managing the Reality of the Wait Managing the Perception of the Wait Service Value and the Wait Lessons Learned 12. Measuring and Managing Service Delivery Introduction Techniques and Methods for Assessing Service Quality Measuring Service Quality After the Experience SERVQUAL Finding and Using the Technique that Fits Lessons Learned 13. Fixing Service Failures Introduction Service Failures: Types, Where, and Why The Importance of Fixing Service Failures Dealing With Service Failures Recovering From Service Failure Lessons Learned 14. Service Excellence: Leading the Way to Wow! Introduction The Three Ss: Strategy, Staffing, and Systems Hospitality and the Future Leading the Way Into the Future Leading and Managing It all Begins-and Ends-with the Guest Lessons Learned Glossary Additional Readings Index

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