MARC details
| 000 -LEADER |
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| fixed length control field |
04773cam a22004338i 4500 |
| 001 - CONTROL NUMBER |
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| control field |
23363073 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
US-DLC |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20250901072230.0 |
| 006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS--GENERAL INFORMATION |
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| fixed length control field |
m |o d | |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION |
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| fixed length control field |
cr_||||||||||| |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
231023s2024 cau ob 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
2023049498 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| Cancelled/invalid ISBN |
9781071876282 |
| Qualifying information |
(epub) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781071876275 |
| Qualifying information |
(paperback) |
| 035 ## - SYSTEM CONTROL NUMBER |
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| System control number |
23363073 |
| 040 ## - CATALOGING SOURCE |
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| Original cataloging agency |
au |
| Language of cataloging |
eng |
| Transcribing agency |
au |
| Description conventions |
rda |
| 042 ## - AUTHENTICATION CODE |
|---|
| Authentication code |
pcc |
| 049 ## - LOCAL HOLDINGS (OCLC) |
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| Holding library |
Alfaisal Main Library |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
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| Classification number |
TX911.3 |
| Item number |
.M27 F68 2024 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Ford, Robert C. |
| Fuller form of name |
(Robert Clayton), |
| Dates associated with a name |
1945- |
| Relator term |
author. |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Managing hospitality organizations : |
| Remainder of title |
achieving excellence in the guest experience / |
| Statement of responsibility, etc |
Robert C. Ford, Michael C. Sturman. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
Third edition. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Date of publication, distribution, etc |
2024 |
| 263 ## - PROJECTED PUBLICATION DATE |
|---|
| Projected publication date |
2401 |
| 264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE STATEMENTS |
|---|
| Place of production, publication, distribution, manufacture |
Thousand Oaks, California : |
| Name of producer, publisher, distributor, manufacturer |
SAGE, |
| Date of production, publication, distribution, manufacture |
2024. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
608 pages |
| 336 ## - CONTENT TYPE |
|---|
| Content Type Term |
text |
| Content Type Code |
txt |
| Source |
rdacontent |
| 337 ## - MEDIA TYPE |
|---|
| Media Type Term |
computer |
| Media Type Code |
c |
| Source |
rdamedia |
| 338 ## - CARRIER TYPE |
|---|
| Carrier Type Code |
cr |
| Source |
rdacarrier |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references and index. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
"Welcome to Managing Hospitality Organizations: Achieving Excellence in the Guest Experience, THIRD EDITION. This new edition, like the two prior editions, continues to be based on the principles of guestology, and that means we practice in writing this book what we teach in class. So, we sought feedback from our customers, scanned the environment to stay current with changes to the competitive environment, changing customer expectations, and the amazingly rapid changes in technology, and ultimately sought to keep the positive features of the earlier two editions while revising and updating those that our readers said needed to be changed and improved. The book is based on much of what the first author learned when he came to Orlando to head the hospitality program at the University of Central Florida. There, he learned about many different aspects of the hospitality industry from The Walt Disney Company, and specifically about the principles of guestology from its "father," Bruce Laval. Disney was then and still is today a benchmark hospitality organization. People come from all over the world to learn how to use Disney's guestological techniques and apply those principles to their own guest-focused organizations. If there seems to be an abundance of examples in this book from Walt Disney World, there is a reason. This is a visible and familiar service exemplar that most students can relate to easily and that many have visited. Disney also provides an exceptionally wide representation of the hospitality industry. It has successful examples of restaurants from quick-serve to fine dining; lodging from campgrounds to upscale hotels; a transportation system that includes trains, boats, buses, and monorails; catering services, convention and meeting planning services, entertainment and night clubs, retail stores, golf courses, and cruise ships. The Disney organization encompasses almost every specific job category in the hospitality field held by more than 200,000 employees who fill over 1100 different job positions. With this many employees worldwide-including Orlando in Florida, Anaheim in California, Chessy in France, Shanghai in China, Lantau Island in Hong Kong, and Tokyo in Japan- we can learn a lot from Disney as an exemplar in the hospitality industry. Since one of the authors lives in Orlando, this book reflects this wonderful and nearby opportunity to learn how to plan, staff, and deliver an exceptional service experience from one of the best. Of course, there are many other exemplars: companies that use best practices to successfully deliver great service. Aside from Disney, we offer many examples from those who are excellent in managing hotels, casinos, restaurants, amusement parks, airlines, and even others that may, at first glance, not appear to be in the service industry but deliver great customer experiences. In today's business environment, all companies need to know how to provide exceptional service, or their customers will go to their competitors that can. We hope that you will be able to learn from these examples, from firms both familiar and new to you, and see the application of the principles and ideas in the book to whatever hospitality organizations are near you"-- |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Hospitality industry |
| General subdivision |
Management. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Hospitality industry |
| General subdivision |
Customer services. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Hosptiality industry |
| General subdivision |
Personnel management. |
| 655 #0 - INDEX TERM--GENRE/FORM |
|---|
| Genre/form data or focus term |
Print books. |
| Source of term |
local |
| 9 (RLIN) |
4 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Sturman, Michael C. |
| Fuller form of name |
(Michael Craig), |
| Relator term |
author. |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY |
|---|
| Display text |
Print version: |
| Main entry heading |
Ford, Robert C. 1945- |
| Title |
Managing hospitality organizations |
| Edition |
Third edition. |
| Place, publisher, and date of publication |
Thousand Oaks, California : SAGE, 2024 |
| International Standard Book Number |
9781071876275 |
| Record control number |
(DLC) 2023049497 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Library of Congress Classification |
| Koha item type |
BOOKS |
