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Managing The Guest Experience In Hospitality
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Book Synopsis Managing the Guest Experience in Hospitality by : Robert Clayton Ford
Download or read book Managing the Guest Experience in Hospitality written by Robert Clayton Ford and published by Delmar Thomson Learning. This book was released on 2000 with total page 464 pages. Available in PDF, EPUB and Kindle. Book excerpt: Describes fourteen principles of successful hospitality management, and discusses their relation to guest experiences at tourism venues, considering issues of strategy, staffing, and systems.
Book Synopsis Managing Quality Service in Hospitality by : Robert C. Ford
Download or read book Managing Quality Service in Hospitality written by Robert C. Ford and published by Delmar. This book was released on 2012 with total page 516 pages. Available in PDF, EPUB and Kindle. Book excerpt: MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, International Edition teaches the concept of treating customers as guests and creating a "WOW" experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems.Each chapter includes at suggested hospitality activities for students, in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. "Ethics in Business" segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and discussion questions at the end. The included Instructor's Guide provides answers to the end-of-chapter questions and to the discussion questions following the chapter cases, additional field exercises in hospitality, true-false and multiple-choice quizzes, and additional material to assist the instructor in preparing course outlines and lesson plans, providing the best known about managing hospitality organizations big or small.
Book Synopsis Managing Hospitality Organizations by : Robert C. Ford
Download or read book Managing Hospitality Organizations written by Robert C. Ford and published by SAGE Publications. This book was released on 2023-11-21 with total page 774 pages. Available in PDF, EPUB and Kindle. Book excerpt: Introduction to Hospitality Management: Creating Excellent Guest Experiences, Third Edition 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 Sturman emphasize the critical importance of focusing on the guest and creating an 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 the guest experience in today’s ultracompetitive environment. Included with this title: LMS Cartridge: Import this title’s instructor resources into your school’s learning management system (LMS) and save time. Don’t use an LMS? You can still access all of the same online resources for this title via the password-protected Instructor Resource Site. Learn more.
Book Synopsis Managing Hospitality Organizations by : Robert C. Ford
Download or read book Managing Hospitality Organizations written by Robert C. Ford and published by SAGE Publications. This book was released on 2019-01-02 with total page 685 pages. Available in PDF, EPUB and Kindle. Book excerpt: "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 café, 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.
Book Synopsis Hospitality Management and Digital Transformation by : Richard Busulwa
Download or read book Hospitality Management and Digital Transformation written by Richard Busulwa and published by Routledge. This book was released on 2020-12-28 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Hospitality managers are at a critical inflection point. Digital technology advancements are ramping up guest expectations and introducing nontraditional competitors that are beginning to disrupt the whole industry. The hospitality managers whose organizations are to thrive need to get their organizations into a position where they can effectively leverage digital technologies to simultaneously deliver breakthroughs in efficiency, agility, and guest experience. Hospitality Management and Digital Transformation is a much-needed guidebook to digital disruption and transformation for current and prospective hospitality and leisure managers. The book: • Explains digital technology advancements, how they cause disruption, and the implications of this disruption for hospitality and leisure organizations. • Explains the digital business and digital transformation imperative for hospitality and leisure organizations. • Discusses the different digital capabilities required to effectively compete as a digital business. • Discusses the new and/or enhanced roles hospitality and leisure managers need to play in effecting the different digital capabilities, as well as the competencies required to play these roles. • Discusses how hospitality and leisure managers can keep up with digital technology advancements. • Unpacks more than 36 key digital technology advancements, discussing what they are, how they work, and how they can be implemented across the hospitality and leisure industry. This book will be useful for advanced undergraduate and postgraduate students studying strategic management, IT, information systems, or digital business–related courses as part of degrees in hospitality and leisure management; as well as practitioners studying for professional qualifications.
Book Synopsis Information and Communication Technologies in Tourism 2021 by : Wolfgang Wörndl
Download or read book Information and Communication Technologies in Tourism 2021 written by Wolfgang Wörndl and published by Springer Nature. This book was released on 2021-01-11 with total page 587 pages. Available in PDF, EPUB and Kindle. Book excerpt: This open access book is the proceedings of the International Federation for IT and Travel & Tourism (IFITT)’s 28th Annual International eTourism Conference, which assembles the latest research presented at the ENTER21@yourplace virtual conference January 19–22, 2021. This book advances the current knowledge base of information and communication technologies and tourism in the areas of social media and sharing economy, technology including AI-driven technologies, research related to destination management and innovations, COVID-19 repercussions, and others. Readers will find a wealth of state-of-the-art insights, ideas, and case studies on how information and communication technologies can be applied in travel and tourism as we encounter new opportunities and challenges in an unpredictable world.
Book Synopsis Delivering the Guest Experience: Successful Hotel, Lodging and Resort Management by : Michael Collins
Download or read book Delivering the Guest Experience: Successful Hotel, Lodging and Resort Management written by Michael Collins and published by . This book was released on 2019-08-30 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Focuses on the application of sound customer service theory and best industry practices within the context of a hotel, lodging, or resort setting. Exceptional customer experiences and financial returns are interdependent and Delivering the Guest Experience explains this synergistic relationship.
Book Synopsis Guest Service in the Hospitality Industry by : Paul Bagdan
Download or read book Guest Service in the Hospitality Industry written by Paul Bagdan and published by . This book was released on 2021-07-13 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis The Heart of Hospitality by : Micah Solomon
Download or read book The Heart of Hospitality written by Micah Solomon and published by SelectBooks, Inc.. This book was released on 2016-10-11 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: Success in today’s rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. Help has arrived with a compulsively-readable new standard, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon, with a foreword by The Ritz-Carlton Hotel Company’s president and COO Herve Humler. This up-to-the-minute resource delivers the closely guarded customer experience secrets and on-trend customer service insights of today’s top hoteliers, restaurateurs, and masters of hospitality management including: Four Seasons Chairman Isadore Sharp: How to build an unsinkable company culture Union Square Hospitality Group CEO Danny Meyer: His secrets of hiring, onboarding, training, and more Tom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurant Virgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approach Ritz-Carlton President and COO Herve Humler: How to engage today’s new breed of luxury travelers Double-five-star chef and hotelier Patrick O’Connell (The Inn at Little Washington) shares the secrets of creating hospitality connections Designer David Rockwell on the secrets of building millennial-friendly restaurants and hotel spaces (W, Nobu, Andaz) that resonate with today’s travelers Restaurateur Traci Des Jardins on building a “narcissism-free” hospitality culture Legendary chef Eric Ripert’s principles of creating a great guest experiences, simultaneously within a single dining room. The Heart of Hospitality is a hospitality management resource like no other, put together by leading customer service expert Micah Solomon. Filled with exclusive, first-hand stories and wisdom from the top professionals in the industry, The Heart of Hospitality is an essential hospitality industry resource. As Ritz-Carlton President and COO Herve Humler says in his foreword to the book, “If you want to create and sustain a level of service so memorable that it becomes an unbeatable competitive advantage, you’ll find the secrets here.”
Book Synopsis The Next Frontier of Restaurant Management by : Alex M. Susskind
Download or read book The Next Frontier of Restaurant Management written by Alex M. Susskind and published by Cornell University Press. This book was released on 2019-06-15 with total page 254 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Next Frontier of Restaurant Management brings together the latest research in hospitality studies to offer students, hospitality executives, and restaurant managers the best practices for restaurant success. Alex M. Susskind and Mark Maynard draw on their experiences as a hospitality educator and a restaurant industry leader, respectively, to guide readers through innovative articles that address specific aspects of restaurant management: * Creating and preserving a healthy company culture * Developing and upholding standards of service * Successfully navigating guest complaints to promote loyalty * Creating a desirable (and profitable) ambiance * Harnessing technology to improve guest and employee experiences * Mentoring employees Maynard and Susskind detail the implementation of effective customer management and staff training, design elements such as seating and lighting, the innovative use of data to improve the guest experience, and both consumer-oriented and operation-based technologies. They conclude with a discussion of the human factor that is the foundation of the hospitality industry and the importance of a healthy workplace culture. As Susskind and Maynard show, successful restaurants don't happen by accident.
Book Synopsis Service Excellence in Tourism and Hospitality by : K. Thirumaran
Download or read book Service Excellence in Tourism and Hospitality written by K. Thirumaran and published by Springer Nature. This book was released on 2021-01-20 with total page 222 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service operations management in the tourism and hospitality industry requires a high level of coordination, communication and facilitation to satisfy visitors. In all of these activities, service excellence means a lot to visitors in terms of their experience, and to the business it means repeat customers and word-of-mouth marketing. Based on fresh empirical evidence from the field, this book captures the different approaches and challenges to service excellence in the Asian tourism and hospitality industry. Focusing on hotels, attractions, transport providers and other segments in tourism and hospitality, this book presents new case studies underlining and detailing global and local travel industry practices. The book is meant as a reference and supplementary reading for students, researchers and industry practitioners.
Book Synopsis Hospitality Experience by : Frans Melissen
Download or read book Hospitality Experience written by Frans Melissen and published by Routledge. This book was released on 2019-11-12 with total page 354 pages. Available in PDF, EPUB and Kindle. Book excerpt: Hospitality Experience offers students an exciting introduction to key aspects of hospitality management. The authors provide a refreshing focus on how hospitality experiences can be created and managed successfully. With a comprehensive overview of the hospitality industry, the textbook familiarizes students with the basics of hospitality management and offers analysis as well as cases and practical examples. Designed primarily for entry-level students at all levels, the book will also be of interest to professionals working in the business.
Book Synopsis Digital Guest Experience by : Björn Radde
Download or read book Digital Guest Experience written by Björn Radde and published by tredition. This book was released on 2017-04-06 with total page 178 pages. Available in PDF, EPUB and Kindle. Book excerpt: The experience of staying at a hotel will continue to radically change in the coming years. The guest is welcomed by robots and bypasses the traditional check-in with their smartphone. Augmented reality and beacons accompany him through the hotel, any missing utensils in room will be produced with a 3D printer. Nanotechnologies and biometric methods will be introduced into the hotel industry, as well as chatbots and holograms. Digital Guest Experience tools are an investment area within the digital value chain that should be reviewed and implemented by the hotel industry. Björn Radde explains how the guest journey has changed and describes the most important digital guest experience instruments for optimizing the hotel's engagement, as well as its impact on guest satisfaction and revenue.
Book Synopsis Operations Management in the Hospitality Industry by : Peter Szende
Download or read book Operations Management in the Hospitality Industry written by Peter Szende and published by Emerald Group Publishing. This book was released on 2021-06-10 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: From restaurants to resorts, the hospitality industry demands strong operations management to delight guests, develop employees, and deliver financial returns. This introductory textbook provides students with fundamental techniques and tools to analyse and improve operational capabilities of any hospitality organization.
Book Synopsis Customer Experience Enhancement by : Oswaldo Simson
Download or read book Customer Experience Enhancement written by Oswaldo Simson and published by . This book was released on 2021-05-17 with total page 94 pages. Available in PDF, EPUB and Kindle. Book excerpt: What makes a perfect vacation for you? If you ask this question to a hundred people, you will get a hundred answers. At least. Different people have very different ideas about what it takes to make a perfect holiday. This is one of the main challenges in the hospitality industry. Guests prefer different kinds of experiences, and they also have different requirements when it comes to the quality of the service provided, inclusions and authenticity amongst others. To create memorable guest experiences, as a hospitality professional you need to put yourself in your guests' shoes. Go on a journey with a difference, as you explore what the hotelier in the know does before even meeting their guest, the touchpoints during their guest's stay, and what happens after their guest leaves. This book will give you the tools you need to make this a reality. - Find out what you need to do to ensure your guest's book with you - Work out how much you really know about your guests - Gain insights from esteemed hoteliers on how they make their guest experiences memorable - Get your guests to rave about you - Follow through and implement the top tips to keep your guests coming back The information in this book will set you apart from your competition. It will equip you with all you need to know to ensure you take every one of your guests on a journey they will remember...
Book Synopsis Hospitality Management by : Eli Sampson
Download or read book Hospitality Management written by Eli Sampson and published by Scientific e-Resources. This book was released on 2018-10-15 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: Hospitality management is the study of the hospitality industry. The hospitality industry is vast and very diverse. Any time people travel, stay in a hotel, eat out, go to the movies, and engage in similar activities, they are patronizing establishments in the hospitality industry. The management of such establishments is very challenging, as managers need to be flexible enough to anticipate and meet a wide variety of needs. Hotel Management, as the term suggests, is focused on managing all aspects related to the functioning of a hotel. From the time a guest arrives at a hotel to the time he checks out, the responsibility of all activities during the guest's stay in the hotel forms part of Hotel Management. Hospitality management graduates are highly employable, applying their skills to careers in events, hotel and conference management, sales and business development and forestry and fishing management. Hospitality management means 'managing' an event, or when referring to managing a hotel, it would mean managing all the different departments and members of staff so that the paying guests feel welcomed and enjoy their stay. It is important that these people know that you are warm and friendly, so that they would probably return to the venue again in the future. This book has been developed as an attempt to provide some literature on vast growing hotel industry. This text will help immensely those who are desirous of joining the industry to equip themselves with a career in front office, housekeeping, food production, food and beverage service and tourism.
Book Synopsis Customer Service in Tourism and Hospitality by : Simon Hudson
Download or read book Customer Service in Tourism and Hospitality written by Simon Hudson and published by Goodfellow Publishers Ltd. This book was released on 2017-09-30 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: A fully revised and updated new edition of this bestselling text. New material covers issues such as the sharing economy, technology (Virtual Reality and use of robots) and use of big data to personalize experiences and encourage loyalty.
