Using examples from the gamut of hospitality, this book explores issues around people, services and spaces.
Author: Alexandra Kenyon
Publisher: CABI
ISBN: 9781789242034
Category: Business & Economics
Page: 207
View: 554
Using examples from the gamut of hospitality, this book explores issues around people, services and spaces. It covers management issues such as marketing, human resources, operations, quality management, facilities management, project management and strategy, while considering hospitality operations within their wider geo-social and geo-environmental settings. This book includes a range of important contemporary topics, such as sustainability, resilience and ethics; supported throughout by learning objectives, case studies, review questions, links to videos and further reading suggestions.
This chapter focuses on carefully planning the service experience. The next
chapter focuses on a special case of planning— managing waits—because waits
and queues are so pervasive in hospitality experiences. Chapter 12 describes
how ...
Author: Robert C. Ford
Publisher: SAGE Publications
ISBN: 9781544356846
Category: Business & Economics
Page: 576
View: 608
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. Students 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.
Hospitality managers can use all the help they can get in managing all this. Thus
a multidisciplinary approach to managing hospitality experiences is a must.
Hospitality management To conclude this section, maybe it is wise to refer again
to ...
Author: Frans Melissen
Publisher: Routledge
ISBN: 9781000038156
Category: Business & Economics
Page: 286
View: 979
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.
chapter 11 Managing Hospitality Experiences: Las Vegas Style KATHRyn A.
LATOuR, LEWIS P. CARBOnE, AnD SuZIE GOAn Keywords memory, perception,
sensory, framing, research methods Abstract Whether or not a hospitality ...
Author: Joëlle Vanhamme
Publisher: CRC Press
ISBN: 9781317097877
Category: Business & Economics
Page: 318
View: 934
Experiential marketing - or memorable customer experiences - is proving a popular tool amongst businesses seeking to make an impact in a competitive world. Yet the scramble to achieve a presence among experience providers has led many companies to design and implement experiential marketing without integrating it with their overall marketing strategy. These companies often end up dissatisfying their customers rather than delighting them. This research anthology investigates different angles of experiential marketing. The 16 chapters are organised in six sections. The first section considers whether memorable customer experiences result from the use of traditional marketing practices, perhaps implemented more effectively than previously, or require entirely new practices with new foundations that turn companies into experience providers. Section two details ways businesses seek to build brands through putting experiential marketing into practice, while section three asks whether there are general principles that can be applied to the design of customer experiences which ensure successful outcomes whatever market you may operate in. Section four examines how companies manage their customer experiences once they have made the strategic decision to provide them, and section five looks at methods available to evaluate the success of these customer experiences. 'Experiential marketing changes everything!' claim the management gurus, but is it really so significant that not joining this race is dangerous? The last section of the book offers a much needed critique of experiential marketing.
484 People with disabilities hotel experiences 'common interest schemes' in that
they seek to bring employers and employees closer together. References Adams,
J. (1963). Toward an understanding of inequity. Journal of Abnormal and ...
Author: Abraham Pizam
Publisher: Butterworth-Heinemann
ISBN: 9781856177146
Category: Business & Economics
Page: 712
View: 352
The International Encyclopedia of Hospitality Management is the definitive reference work for any individual studying or working in the hospitality industry. This new edition updates and significantly revises 25% of the entries and has an additional 20 new entries. New online material makes it the most up-to-date and accessible Hospitality Management encyclopedia on the market. It covers all of the relevant issues in the field of hospitality management from both a sectoral level: Lodging, Restaurants/Food service, Time-share, Clubs and Events as well as a functional one: Accounting & Finance, Marketing, Strategic Management, Human Resources, Information Technology and Facilities Management. Its unique user-friendly structure enables readers to find exactly the information they require at a glance; whether they require broad detail which takes a more crosssectional view across each subject field, or more focused information which looks closely at specific topics and issues within the hospitality industry today.
... Experience and its Impact on their Future Career Intentions: A Case Study
Salih Kusluvan, Zeynep Kusluvan and Duygu Eren Introduction In order to
develop students' employability skills, most, if not all, tourism and hospitality management ...
Author: Salih Kusluvan
Publisher: Nova Publishers
ISBN: 1590336305
Category: Business & Economics
Page: 841
View: 523
The tourism industry, of which the hospitality industry is the core element, is one of the largest and the fastest growing industries world-wide. According to World Tourism Organisation forecasts, the industry will continue to grow and employ more people in the twenty-first century. In parallel with the growth of the tourism and hospitality industry world-wide, consumer expectations and demands for quality are rising while consumer tastes are varying on the one hand, and competition among the firms, both nationally and internationally, is intensifying on the other. In this business environment of heightened consumer expectations, distinct market segments that demand unique products and services, and stiff competition, tourism and hospitality organisations are looking for ways to excel in service quality, customer satisfaction, competition and performance. This book takes the view that employees are one of the most, if not the most, important resources or assets for tourism and hospitality organisations in their endeavour to provide excellent service, meet and exceed consumer expectations, achieve competitive advantage and exceptional organisational performance. The purpose of this book is to emphasise the critical role of employees for tourism and hospitality organisations and to examine the ways and means of managing their attitudes and behaviours for the mutual benefit of both parties: tourism and hospitality organisations and their employees.
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 ...
Author: Robert C. Ford
Publisher: Cengage Learning
ISBN: 9781439060322
Category: Business & Economics
Page: 536
View: 504
MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, 1st edition teaches the concept and principles 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 organizations. 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 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 ends with Lessons Learned, review questions, Ethics in Business, activities, and case studies. 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. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
The hospitality organization must strive to satisfy each of these varied guests .
The first step in understanding how to manage the guest experience then is to
understand the guest , to whatever extent possible . Ideally , this understanding
would ...
Author: Robert Clayton Ford
Publisher: Delmar Pub
ISBN: PSU:000046273468
Category: Business & Economics
Page: 432
View: 303
Describes fourteen principles of successful hospitality management, and discusses their relation to guest experiences at tourism venues, considering issues of strategy, staffing, and systems.
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 ...
Author: Robert C. Ford
Publisher: Delmar
ISBN: 1111307733
Category: Hospitality industry
Page: 516
View: 798
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.
This book works to fill a serious gap in tourism and hospitality research – children as future consumers.
Author: Hugues Séraphin
Publisher: Walter de Gruyter GmbH & Co KG
ISBN: 9783110644678
Category: Business & Economics
Page: 189
View: 131
This book works to fill a serious gap in tourism and hospitality research – children as future consumers. For decades, researchers and industry practitioners alike have overlooked and undervalued the significance of children’s perspectives and their influence as decision-makers. However, the United Nations Convention on the Rights of the Child (1989) emphasizes that children have the right to participate in matters that affect them. With this in mind, the contributors to this edited collection draw attention to children as thinkers, actors and transformers of the future of the tourism and hospitality industry. Through a mix of conceptual and empirical chapters, the book collectively supports an overarching theme: the empowerment of children as present and future consumers should be a core component of any sustainable tourism initiative. Towards this goal, the chapters herein represent internationally diverse perspectives and offer a number of innovative recommendations to the industry’s practitioners.
Many practitioners in the hospitality sector already have experience in producing
events, but the next generation of professionals will have a college or university
specialization. Currently both undergraduate and masters degrees are available
...
Author: Roy C Wood
Publisher: SAGE
ISBN: 9781446206423
Category: Business & Economics
Page: 576
View: 667
At last, a comprehensive, systematically organized Handbook which gives a reliable and critical guide to all aspects of one of the world's leading industries: the hospitality industry. The book focuses on key aspects of the hospitality management curriculum, research and practice bringing together leading scholars throughout the world. Each essay examines a theme or functional aspect of hospitality management and offers a critical overview of the principle ideas and issues that have contributed, and continue to contribute, within it. Topics include: • The nature of hospitality and hospitality management • The relationship of hospitality management to tourism, leisure and education provision • The current state of development of the international hospitality business • The core activities of food, beverage and accommodation management • Research strategies in hospitality management • Innovation and entrepreneurship trends • The role of information technology The SAGE Handbook of Hospitality Management constitutes a single, comprehensive source of reference which will satisfy the information needs of both specialists in the field and non-specialists who require a contemporary introduction to the hospitality industry and its analysis. Bob Brotherton formerly taught students of Hospitality and Tourism at Manchester Metropolitan University. He has also taught Research Methods to Hospitality and Tourism students at a number of international institutions as a visiting lecturer; Roy C. Wood is based in the Oberoi Centre of Learning and Development, India
Today ' s hospitaat what they learworld are Today ' s hospitality management
students must understand that what they learn in ... position — and remind them
that a primary goal of their internship was to learn from real - life experiences .
Author: Robert H. Woods
Publisher: Amer Hotel & Motel Assn
ISBN: PSU:000021139918
Category: Business & Economics
Page: 441
View: 272
Provides guidelines for industry managers, supervisors, executives, and students in human resources management in hospitality. Part I examines employment laws, planning, and staffing and supplies guidelines for complying with new laws. Part II gives information on development activities such as training and evaluation, and Part III focuses on compensation and labor issues. Part IV considers safety, discipline, and ethical concerns. Each chapter contains key terms, review questions, Internet sites, and case studies. This second edition addresses recent changes in the field. Published by the Educational Institute of the American Hotel and Motel Association. Annotation copyrighted by Book News, Inc., Portland, OR
The ultimate goal for all hospitality organizations is to provide high-quality service
, and this cannot be achieved without ... to integrate the knowledge you are
acquiring, to reflect back on your own experiences, and to hone your management ...
Author: Timothy R. Hinkin
Publisher: John Wiley & Sons
ISBN: 9780471686934
Category: Business & Economics
Page: 157
View: 307
Whether managing a kitchen, dining room, front desk, travel agency, fast-food restaurant, or an entire hotel, employees seek cues and reinforcement from managers to guide their behavior. Cases in Hospitality Management provides readers with the opportunity to apply their knowledge, experience, and management skills, allowing them to think quickly on their feet and react appropriately in a wide variety of settings. By analyzing and understanding the causes and effects of a number of real, critical incidents, readers will be better prepared to effectively deal with similar situations when they face them on the job"--Jacket.
... management of the organisation to respond to their needs to give better
customer experiences . The main management emphasis of Talent is on managing knowledge . 2. IMPORTANCE OF HUMAN RESOURCES IN THE HOSPITALITY ...
Through a multitude of case studies this book explores the challenges of managing tourism and hospitality businesses in order to produce maximum customer satisfaction.
Author:
Publisher: CABI
ISBN: 0851990444
Category: Business & Economics
Page: 203
View: 224
Consumer satisfaction is a key issue for all those involved in tourism and hospitality services. Through a multitude of case studies this book explores the challenges of managing tourism and hospitality businesses in order to produce maximum customer satisfaction. It outlines the various frameworks available for the study of tourist satisfaction, before examining service delivery systems and definitions of quality. It then discusses the role that marketing can play in tourism and hospitality services, and the ways in which hospitality and tourism services can be improved. The book contains examples of customer dissatisfaction, and examples of organisations that have succeeded in providing profitable services with high levels of customer loyalty.
This book draws together academic and practitioner insights into the consumer experience by combining the perspectives of the tourist consumer with that of experience managers, supported by examples from tourism, leisure, hospitality, sport ...
Author: Dr. Michael Morgan
Publisher: Channel View Publications
ISBN: 1845412036
Category: Business & Economics
Page: 264
View: 795
People do not buy products, or even services; they purchase the total experience that the product or service provides. Experience management is seen as the way to remain competitive in markets where globalisation and technology have turned products and services into commodities. This book draws together academic and practitioner insights into the consumer experience by combining the perspectives of the tourist consumer with that of experience managers, supported by examples from tourism, leisure, hospitality, sport and event contexts. With contributions from established and emerging international scholars, it is organised into three sections: understanding experiences, researching experiences and managing experiences. It aims to provide students, researchers and managers with a stimulating overview of the current research and managerial issues in the field and as well as a resource to guide their further reading.
... approach which adopts a process control perspective to prevent errors.
However, this approach to quality orientation is limited in relation to the complex
task of managing tourism services (Maxwell, 1994), because tourism experiences
are ...
Author: Connie Mok
Publisher: Routledge
ISBN: 9781136386633
Category: Business & Economics
Page: 358
View: 497
Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
Release on 2019-06-17 | by Jelincic Daniela Angelina
This is even more true for cultural tourism experiences since culture's intrinsic values are inherently linked to experiences.The book Creating and Managing Experiences in Cultural Tourism aims to provide theoretical and practical ...
Author: Jelincic Daniela Angelina
Publisher: World Scientific
ISBN: 9789813233690
Category: Business & Economics
Page: 380
View: 257
A key tool in creating a destination experience is the experience economy. This is even more true for cultural tourism experiences since culture's intrinsic values are inherently linked to experiences.The book Creating and Managing Experiences in Cultural Tourism aims to provide theoretical and practical background on the experience economy applied in sustainable cultural tourism. This entails a wide range of subjects addressing cultural heritage, creative industries and contemporary culture. Theoretical approaches to experience creation are presented to offer the 'rules' of designing the cultural tourism experiences. With inspirational and innovative examples, it provides an insight into the field of cultural tourism from prominent editors, authors and contributors in their respective fields.
hotel. management. in. China. Introduction. Economy hotels inChina are serving
an emerging domestic travelmarket ... hotel sector may not be determinedby the
prior experiences of afirm«s chief executive officer (CEO) in managing hotels.
Author: Songshan Sam Huang
Publisher: Routledge
ISBN: 9781135042325
Category: Business & Economics
Page: 182
View: 415
While economy or budget hotels have been popular in western countries since the end of the Second World War, they have only emerged as a sector in their own right in China since the mid-1990s. Indeed, as a new service industry sector, economy hotels in China demonstrate important characteristics which can be used to illustrate and help explain China’s current economic progress more generally. This book provides a comprehensive overview of the economy hotel sector in China. It covers macro-level social-cultural, economic, environmental, geographic and development issues, alongside micro-level consideration of the budget hotel companies’ innovative management and marketing procedures, business expansion strategies, general hotel management and operation issues, as well as an analysis of some leading entrepreneurs in the sector, and in-depth case studies examining the most successful economy hotel companies in China. Huang and Sun argue that the rapid development of budget hotels in China demonstrates how, under the influence of globalisation, Chinese businesses have become more innovative as they apply successful western business models to China. In turn, they show that the China model is fundamentally different in terms of its driving force, which lies purely in its domestic travel market, fuelled by China's continued economic growth. There is therefore much to explore about both China’s market situation and business practices in the economy hotel sector and this book makes an important contribution to our understanding of China’s new business environment. Based on extensive fieldwork and investigation, Economy Hotels in China will be welcomed by students and scholars of tourism, hospitality, business studies and Chinese studies, but it will also appeal to practitioners of business management in these sectors who are interested in China’s development and business opportunities in China.
... M.Ed. Grad Dip., FET. B.Bus., Tourism (Hons), has been lecturing and
researching in the School of Tourism and Hospitality Management, Southern
Cross University for 8 years. Her academic and research experiences include management ...
Author: Gayle Jennings
Publisher: Routledge
ISBN: 9781136349287
Category: Business & Economics
Page: 320
View: 823
Written by a team of international contributors, from Australia, Europe and the USA, the text uses international case studies and examples to illustrate and highlight discussion. Contributors include: Paul Beedie, De Montfort University, UK; Kay Dimmock, Southern Cross University, Australia; Gary Easthope, University of Tasmania, Australia; Simon Hudson, University of Calgary, Canada; Gayle Jennings, Griffith University, Australia; Lilian Jonas, Jonas Consulting, USA; Les Killion, Central Queensland University, Australia; Gianna Moscardo, James Cook University, Australia; Harold Richins, Sierra Nevada College, USA; Chris Ryan, The University of Waikato, New Zealand.
