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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SECTION 1: HOSPITALITY SERVICE STRATEGY
Chapter 1: The Basics of Wow! The Guest Knows Best
Chapter 2: Meeting Guest Expectations through Planning
Chapter 3: Setting the Scene for the Guest Experience
Chapter 4: Developing the Hospitality Culture: Everyone Serves!
SECTION 2: HOSPITALITY SERVICE STAFF
Chapter 5: Staffing for Service
Chapter 6: Training and Developing Employees to Serve
Chapter 7: Serving with a Smile: Motivating Exceptional Service
Chapter 8: Involving the Guest: the Co-Creation of Value
SECTION 3: HOSPITALITY SERVICE DELIVERY SYSTEM
Chapter 9: Communicating for Service
Chapter 10: Planning the Service Delivery System
Chapter 11: Waiting for Service
Chapter 12: Measuring and Managing Service Delivery
Chapter 13: Fixing Service Failures
Chapter 14: Service Excellence: Leading the Way to Wow!
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Michael C. Sturman (Ph.D., Cornell University) is Professor of Human Resource Management in the Rutgers’ School of Management and Labor Relations. His research focuses on the prediction of individual job performance over time and the influence of compensation systems. He also examines the use of HR Analytics and Metrics to improve HR decision-making and the return on HR investments. Michael has published research articles in journals such as the Academy of Management Journal, Journal of Applied Psychology, Journal of Management, Organizational Research Methods, and Personnel Psychology. He has also published practitioner-oriented papers in Compensation and Benefits Review, the American Compensation Association Journal, Cornell Hospitality Quarterly, International Journal of Hospitality Management, Lodging Magazine, and Lodging HR, and is a presenter in Salary.com’s Comp X Compensation Education series. Before coming to Rutgers, Michael was the Kenneth and Marjorie Blanchard Professor of Human Resources at Cornell University’s College of Business, where he held appointments in the Management Area and the School of Hotel Administration, as well as a courtesy appointment with the School of Industrial and Labor Relations. 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. He teaches undergraduate, graduate, and executive courses on human resource management, HR analytics, compensation, and analytical methods.
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