AUTHORS: Ford/Sturman/Heaton - ©2012
MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, 1st edition is designed for those wanting a thorough understanding of the principles of managing a hospitality organization. MANAGING HOSPITALITY ORGANIZATIONS, 1st edition teaches the concepts and principles of creating a "WOW" experience for customers by treating them as guests. The text uses benchmark organizations to review the best that is known about managing hospitality organizations. Whether it’s a neighborhood restaurant or a resort hotel, a small convention center or a huge theme park, the principles are the same. The text makes learning these concepts simple by breaking the information down into three sections: strategy, staffing and systems. By employing numerous examples to illustrate the principles and best practices, activities and case studies using real and hypothetical hotels, restaurants, and other business types found in the hospitality industry concepts are made clear. Discussion questions at the end of each chapter provoke classroom discussion and enable you to assess how well you have learned the material.
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