Name: Managing Hospitality Organizations By Robert C. Ford
SKU: 9781544321509
Price: 32.64 USD
Availability: InStock

Managing Hospitality Organizations Summary

Managing Hospitality Organizations: Achieving Excellence in the Guest Experience by Robert C. Ford

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.

Managing Hospitality Organizations Reviews

A perfect book for any Hospitality program, excellent instructor support, and a good resource for students. -- Denise A. Braley
The book is a great addition to both classroom instruction and scholarly literature of the hospitality and service field. It covers various management tactics on service responsibilities, problems, and approaches to solutions. It challenges readers to identify issues associated with the problem and think outside the box to solve problems in the workplace. This is one of the most needed and highest-quality books we have in the field. -- Wei Wang
This detail oriented book not only covers key concepts but utilizes real-life examples to make the content more convincing and validated. It is also a good book for in-class discussions and application practices. -- Chih-Lun Yen
A wide-ranging comprehensive text, looking at key contemporary issues in hospitality. -- Alistair Williams
We all know how important it is to turn customers into Raving Fans-but getting everyone in an organization on board takes thoughtful action. Managing Hospitality Organizations offers fourteen principles of service that prove when you serve your people well, they will pass that service on to your customers. Whether you are a student or a manager on the front lines, if you want to create Raving Fans, this book is for you! -- Ken Blanchard
Although Bob credits me as the 'Father of Guestology', he and Mike have developed the concept of Guestology into an entire book that perfectly captures what it means to manage an organization from the guest's point of view. This is an excellent text to learn how to use the management philosophy I and my team pioneered to ensure that in every phase of the business, from the planning and design of new parks and attractions to their everyday operations, all Disney cast members are focused on satisfying and exceeding the Guest's wants, needs, and expectations. -- Bruce Laval
The second edition of Robert Ford and Michael C. Sturman's excellent text, Managing Hospitality Organizations, is a must read for students pursuing careers in the business of hospitality and the faculty who facilitate their learning. This new edition retains the right mix of theory and practice that students need, call it the art and science of hospitality, while incorporating key changes to how hospitality businesses interact with and satisfy their customers today, including the evolving role of technology in service strategies, systems and staffing and the changing nature of customers themselves. I congratulate the authors on a job well done! -- Michael D. Johnson, Ph.D., President

About Robert C. Ford

Robert C. Ford (Ph.D., Arizona State University) is professor emeritus of management in the College of Business Administration (COBA) of the University of Central Florida (UCF) where he has taught management of service organizations. He joined UCF as the chair of its hospitality department. He was also the COBA Associate Dean for Graduate and External Programs. Bob has authored or coauthored numerous publications in both top research and practitioner journals. He has served on several editorial boards including Cornell Hospitality Quarterly, British Journal of Management, Journal of Leadership and Organizational Studies, Journal of Convention and Event Tourism, and Journal of Service Management. He has also published several books including Managing the Guest Experience in Hospitality, Achieving Service Excellence: Strategies for Health Care, Managing Destination Marketing Organizations, and The Fun Minute Manager. Bob has been an active participant in many professional organizations. He has served the Academy of Management (AOM) as editor of The Academy of Management Executive, Director of Placement, board member of the HRM and Careers divisions, Division Chair for both its Management History and Management Education and Development divisions, a member and chair of its Ethics Adjudication Committee, and a co-founder of the Community of Academy Senior Scholars. Bob has served the Southern Management Association (SMA) in every elective office including president. He was a founding member and Chair of the Accreditation Commission for Programs in Hospitality Administration and served on the Destination Marketing Accreditation Program. Bob has been recognized for his service by many organizations. He received the Distinguished Service Award from AOM's MED, the Richar Hodgett's Distinguished Career Award from Management History, SMA's Distinguished Service Award, and was elected to SMA Fellows. In recognition of his service to hospitality education, he was given the Paul Brown Award by the Florida Hotel and Lodging Association. He was also twice awarded a W. James Whyte Reserch Fellow by the University of Queensland. Michael C. Sturman (Ph.D., Cornell University) is the Kenneth and Marjorie Blanchard Professor of Human Resources at Cornell University's School of Hotel Administration. Since 2000, he has studied the practice of human resources in the hospitality industry, with a particular focus on the hiring and compensation of line-level employees. He has served as the Associate Dean for Faculty Development of the Hotel School, and has been a visiting professor at the Ecole hoteliere de Lausanne. Over his career, Michael has taught undergraduate, graduate, and executive-level courses on human resource management and compensation. His current research focuses on the prediction of individual job performance over time, the influence of compensation systems, and human resource analytics. He has published research articles in journals such as the Journal of Applied Psychology, Academy of Management Journal, Personnel Psychology, and Journal of Management. He has also published hospitality-focused papers in the Cornell Hospitality Quarterly, International Journal of Hospitality Management, Lodging Magazine, Lodging HR, A.A.H.O.A. Hospitality, HR.Com, and the American Compensation Association Journal. Michael holds a Ph.D., M.S., and B.S. from Cornell University's School of Industrial and Labor Relations, and is a Senior Professional of Human Resources as certified by the Society for Human Resource Management.

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

Additional information

Sku

CIN1544321503G

ISBN 13

9781544321509

ISBN 10

1544321503

Title

Managing Hospitality Organizations: Achieving Excellence in the Guest Experience by Robert C. Ford

Author

Robert C. Ford

Condition

Used - Good

Binding type

Paperback

Publisher

SAGE Publications Inc

Year published

2019-01-29

Number of pages

576

Prizes

N/A

Cover note

Book picture is for illustrative purposes only, actual binding, cover or edition may vary.

Note

This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in good condition, but if you are not entirely satisfied please get in touch with us

Managing Hospitality Organizations Robert C. Ford

Managing Hospitality Organizations by Robert C. Ford

Summary

Faster Shipping

Managing Hospitality Organizations Summary

Managing Hospitality Organizations: Achieving Excellence in the Guest Experience by Robert C. Ford

Managing Hospitality Organizations Reviews

About Robert C. Ford

Table of Contents

Additional information

Customer Reviews - Managing Hospitality Organizations