Managing Hospitality Organizations (2nd ed.)

Achieving Excellence in the Guest Experience

Robert C. Ford,

Managing Hospitality Organizations: Achieving Excellence in the Guest Experience
 
 

Prepares students for a future career in hospitality management by outlining the key skills needed to become a successful manager in the service industry, with a particular emphasis on ensuring managers provide guests with a high-quality customer experience.

 

The book breaks hospitality management down into core principles, with each chapter focusing on a specific factor, including strategy, staffing and systems. All of which are supported by practical advice, examples, and Wow! Boxes, which provide evidence of best practice in service-sector organizations, including Walt Disney, Southwest Airlines, and The Four Seasons.

 

The new edition reflects the latest changes in the service industry and newer developments related to sustainability and technology. There is also an outline of the framework needed to motivate employees to provide exceptional service, and how to create a culture that consistently delivers a top quality customer experience.

 

The book is supported by online resources for instructors and students, including: Test Bank, PowerPoint slides, an Instructor’s Manual, Multimedia, Exercises and Assignments, Sample Syllabi, Flashcards, and Quizzes.

Ideal reading for undergraduate students on Hospitality Management and Hotel Management courses.



  • ;
  • ISBN:
  • Edition:
  • Title:
  • Series:
  • Author:
  • Imprint:
  • Language:

In The Press


About The Author


Customer Reviews

Verified Buyer

Read online

If you’re using a PC or Mac you can read this ebook online in a web browser, without downloading anything or installing software.

Download file formats

This ebook is available in file types:

This ebook is available in:

After you've bought this ebook, you can choose to download either the PDF version or the ePub, or both.

DRM Free

The publisher has supplied this book in DRM Free form with digital watermarking.

Required software

You can read this eBook on any device that supports DRM-free EPUB or DRM-free PDF format.

Digital Rights Management (DRM)

The publisher has supplied this book in encrypted form, which means that you need to install free software in order to unlock and read it.

Required software

To read this ebook on a mobile device (phone or tablet) you'll need to install one of these free apps:

To download and read this eBook on a PC or Mac:

  • Adobe Digital Editions (This is a free app specially developed for eBooks. It's not the same as Adobe Reader, which you probably already have on your computer.)

Limits on printing and copying

The publisher has set limits on how much of this ebook you may print or copy. See details.

  • {{ format_drm_information.format_name }} unrestricted {{ format_drm_information.format_name }} {{format_drm_information.page_percent}}% pages every day{{format_drm_information.interval}} days {{ format_drm_information.format_name }} off
Read Aloud
  • {{ read_aloud_information.format_name }} on {{ read_aloud_information.format_name }} off
Subject categories
  •  > 
ISBNs