Managing Hospitality Organizations: Achieving Excellence in the Guest Experience, 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…mehr
Managing Hospitality Organizations: Achieving Excellence in the Guest Experience, 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.
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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 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 and 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. Currently, he is associate editor of Organizational Dynamics. 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 participated actively 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 its Management Education and Development divisions, and as a member and chair of its Ethics Adjudication Committee. Bob has served the Southern Management Association (SMA) in every elective office including that of 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 Richard Hodgett's Distinguished Career Award from Management History, and SMA's Distinguished Service Award and was elected to SMA Fellows. In recognition of his service to hospitality education, Bob was given the Paul Brown Award by the Florida Hotel and Lodging Association. He was also twice awarded a W. James Whyte Research Fellow by the University of Queensland.
Inhaltsangabe
SECTION 1: HOSPITALITY SERVICE STRATEGY Chapter 1: The Basics of Wow! The Guest Knows Best Guestology: What Is It? The Guest Experience Guest Expectations Quality, Value, and Cost Defined The Importance of Guestology Chapter 2: Meeting Guest Expectations through Planning 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 Chapter 3: Setting the Scene for the Guest Experience Creating "the Show" Why Is the Environment Important? A Model: How the Service Environment Affects the Guest Chapter 4: Developing the Hospitality Culture: Everyone Serves! 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 SECTION 2: HOSPITALITY SERVICE STAFF Chapter 5: Staffing for Service 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 Chapter 6: Training and Developing Employees to Serve Employee Training Developing a Training Program Types of Training Training Methods Challenges and Pitfalls of Training Employee Development Chapter 7: Serving with a Smile: Motivating Exceptional Service Motivating and Engaging Employees The Needs People Have The Rewards Managers Can Provide Ways Rewards Can Motivate How Managers and Leaders Provide the Right Direction Chapter 8: Involving the Guest: the Co-Creation of Value The Guest Can Help! Strategies for Involving the Guest Determining Where Co-Production Makes Sense One Last Point: Firing the Guest SECTION 3: HOSPITALITY SERVICE DELIVERY SYSTEM Chapter 9: Communicating for Service 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 Chapter 10: Planning the Service Delivery System Planning and Designing the Service Delivery System Developing the Service Delivery System Planning Techniques Targeting Specific Problem Areas in Service Delivery Systems Chapter 11: Waiting for Service 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 Chapter 12: Measuring and Managing Service Delivery Techniques and Methods for Assessing Service Quality Measuring Service Quality After the Experience Finding And Using The Technique That Fits Chapter 13: Fixing Service Failures Service Failures: Types, Where, and Why The Importance of Fixing Service Failures Dealing With Service Failures Recovering from Service Failure Chapter 14: Service Excellence: Leading the Way to Wow! 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
SECTION 1: HOSPITALITY SERVICE STRATEGY Chapter 1: The Basics of Wow! The Guest Knows Best Guestology: What Is It? The Guest Experience Guest Expectations Quality, Value, and Cost Defined The Importance of Guestology Chapter 2: Meeting Guest Expectations through Planning 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 Chapter 3: Setting the Scene for the Guest Experience Creating "the Show" Why Is the Environment Important? A Model: How the Service Environment Affects the Guest Chapter 4: Developing the Hospitality Culture: Everyone Serves! 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 SECTION 2: HOSPITALITY SERVICE STAFF Chapter 5: Staffing for Service 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 Chapter 6: Training and Developing Employees to Serve Employee Training Developing a Training Program Types of Training Training Methods Challenges and Pitfalls of Training Employee Development Chapter 7: Serving with a Smile: Motivating Exceptional Service Motivating and Engaging Employees The Needs People Have The Rewards Managers Can Provide Ways Rewards Can Motivate How Managers and Leaders Provide the Right Direction Chapter 8: Involving the Guest: the Co-Creation of Value The Guest Can Help! Strategies for Involving the Guest Determining Where Co-Production Makes Sense One Last Point: Firing the Guest SECTION 3: HOSPITALITY SERVICE DELIVERY SYSTEM Chapter 9: Communicating for Service 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 Chapter 10: Planning the Service Delivery System Planning and Designing the Service Delivery System Developing the Service Delivery System Planning Techniques Targeting Specific Problem Areas in Service Delivery Systems Chapter 11: Waiting for Service 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 Chapter 12: Measuring and Managing Service Delivery Techniques and Methods for Assessing Service Quality Measuring Service Quality After the Experience Finding And Using The Technique That Fits Chapter 13: Fixing Service Failures Service Failures: Types, Where, and Why The Importance of Fixing Service Failures Dealing With Service Failures Recovering from Service Failure Chapter 14: Service Excellence: Leading the Way to Wow! 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
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"This book provides a great overview of how to envision, strategize, and design the service environment through incorporating basic business theories with hospitality and service-based strategies." Elizabeth A. Whalen
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