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.
McDonald's works hard to protect the valuable symbol of its brand logo and maintain the reputation for which it stands. 2 Kevin L. Keller, Strategic Brand Management: Building, Measuring, and Managing Brand Equity, 4th ed.
This practical Quality Management book focuses on meeting the expectations of internal customers, external customers, and owner/investors–the backbones of any organization and its culture. Integrating theories and...
Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world.
This book addresses the needs of the entire spectrum of hospitality including foodservice and lodging operations, clubs, theme parks and the entire travel and tourism industry.
Hiatt, J. M. & Creasey, T. J. (2003). Change management: The people side of change. Loveland: Prosci Learning Center Publications. Holt, D. T., Armenakis, A. A., Feild, H. s. & Harris, S. G. (2007). Readiness for organizational change: ...
This proceedings volume presents the latest trends in innovative business development theory and practice from a global, interdisciplinary perspective.
Cram101 Just the FACTS101 studyguides give all of the outlines, highlights, notes, and quizzes for your textbook with optional online comprehensive practice tests. Only Cram101 is Textbook Specific. Accompanys: 9781439060322 .
Cram101 Just the FACTS101 studyguides gives all of the outlines, highlights, and quizzes for your textbook with optional online comprehensive practice tests. Only Cram101 is Textbook Specific. Accompanies: 9780872893795.
The aim of this book is to enhance theoretical and practical understanding of quality management in tourism and hospitality.
Based on fresh empirical evidence from the field, this book captures the different approaches and challenges to service excellence in the Asian tourism and hospitality industry.