"A perfect book for any Hospitality program, excellent instructor support, and a good resource for students."
–Denise A. Braley, Mitchell College
Today’s economy is dominated by the rapidly growing service sector. Even businesses primarily selling goods are reinventing their image and positioning themselves as service providers. 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. Authors Robert C. Ford and Michael C. Sturman emphasize the critical importance of focusing on the guest and creating that 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.
The Second Edition includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership.
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- ISBN10 1544356846
- ISBN13 9781544356846
- Publish Date 30 November 2018
- Publish Status Out of Print
- Out of Print 12 August 2024
- Publish Country US
- Imprint SAGE Publications Inc
- Edition Second Edition
- Format eBook (EPUB)
- Pages 576
- Language English