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.