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Produktbild: Managing Hospitality Organizations

Managing Hospitality Organizations Achieving Excellence in the Guest Experience

Fr. 279.00

inkl. gesetzl. MwSt., Versandkostenfrei

Beschreibung

Produktdetails

Einband

Taschenbuch

Erscheinungsdatum

29.03.2024

Verlag

Sage Publications

Seitenzahl

656

Maße (L/B/H)

20.4/25.5/4 cm

Gewicht

1542 g

Auflage

3 Revised edition

Sprache

Englisch

ISBN

978-1-07-187627-5

Beschreibung

Rezension

"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

Produktdetails

Einband

Taschenbuch

Erscheinungsdatum

29.03.2024

Verlag

Sage Publications

Seitenzahl

656

Maße (L/B/H)

20.4/25.5/4 cm

Gewicht

1542 g

Auflage

3 Revised edition

Sprache

Englisch

ISBN

978-1-07-187627-5

EU-Ansprechpartner

Zeitfracht Medien GmbH
Ferdinand-Jühlke-Straße 7|99095|Erfurt|DE
produktsicherheit@zeitfracht.de

Herstelleradresse

SAGE Publications
1 Oliver's Yard 55 City Road|EC1Y 1SP|London|GB
orders@sagepub.co.uk

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  • Produktbild: Managing Hospitality Organizations
  • 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