000			04773cam a22004338i 4500
001			23363073
003			US-DLC
005			20250901072230.0
006			m |o d |
007			cr_|||||||||||
008			231023s2024 cau ob 001 0 eng
010			_a 2023049498
020			_z9781071876282 _q(epub)
020			_a9781071876275 _q(paperback)
035			_a23363073
040			_aau _beng _cau _erda
042			_apcc
049			_aAlfaisal Main Library
050	0	0	_aTX911.3 _b.M27 F68 2024
100	1		_aFord, Robert C. _q(Robert Clayton), _d1945- _eauthor.
245	1	0	_aManaging hospitality organizations : _bachieving excellence in the guest experience / _cRobert C. Ford, Michael C. Sturman.
250			_aThird edition.
260			_c2024
263			_a2401
264		1	_aThousand Oaks, California : _bSAGE, _c2024.
300			_a608 pages
336			_atext _btxt _2rdacontent
337			_acomputer _bc _2rdamedia
338			_bcr _2rdacarrier
504			_aIncludes bibliographical references and index.
520			_a"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	_aHospitality industry _xManagement.
650		0	_aHospitality industry _xCustomer services.
650		0	_aHosptiality industry _xPersonnel management.
655		0	_aPrint books. _2local _94
700	1		_aSturman, Michael C. _q(Michael Craig), _eauthor.
776	0	8	_iPrint version: _aFord, Robert C. 1945- _tManaging hospitality organizations _bThird edition. _dThousand Oaks, California : SAGE, 2024 _z9781071876275 _w(DLC) 2023049497
942			_2lcc _cBOOKS
999			_c604306 _d604306