Managing Hospitality Organizations: Achieving Excellence in the Guest Experience - Softcover

Ford, Robert C.; Sturman, Michael C.

Softcover

ISBN 10: 1544321503 ISBN 13: 9781544321509

Publisher: SAGE Publications, Inc, 2019

Synopsis

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. Students 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.

About this title

About the Author

Robert C. Ford (Ph.D., Arizona State University) is professor emeritus of management in the College of Business Administration (COBA) of the University of Central Florida (UCF) where he has taught management of service organizations. He joined UCF as the chair of its hospitality department. He was also the COBA Associate Dean for Graduate and External Programs.

Bob has authored or coauthored numerous publications in both top research and practitioner journals. He has served on several editorial boards including Cornell Hospitality Quarterly, British Journal of Management, Journal of Leadership and Organizational Studies, Journal of Convention and Event Tourism, and Journal of Service Management. He has also published several books including Managing the Guest Experience in Hospitality, Achieving Service Excellence: Strategies for Health Care, Managing Destination Marketing Organizations, and The Fun Minute Manager.

Bob has been an active participant in many professional organizations. He has served the Academy of Management (AOM) as editor of The Academy of Management Executive, Director of Placement, board member of the HRM and Careers divisions, Division Chair for both its Management History and Management Education and Development divisions, a member and chair of its Ethics Adjudication Committee, and a co-founder of the Community of Academy Senior Scholars. Bob has served the Southern Management Association (SMA) in every elective office including president. He was a founding member and Chair of the Accreditation Commission for Programs in Hospitality Administration and  served on the Destination Marketing Accreditation Program.

Bob has been recognized for his service by many organizations. He received the Distinguished Service Award from AOM’s MED, the Richar Hodgett’s Distinguished Career Award from Management History, SMA’s Distinguished Service Award, and was elected to SMA Fellows. In recognition of his service to hospitality education, he was given the Paul Brown Award by the Florida Hotel and Lodging Association. He was also twice awarded a W. James Whyte Reserch Fellow by the University of Queensland.

Review

"A perfect book for any Hospitality program, excellent instructor support, and a good resource for students." Author: Denise A. Braley

"The book is a great addition to both classroom instruction and scholarly literature of the hospitality and service field. It covers various management tactics on service responsibilities, problems, and approaches to solutions. It challenges readers to identify issues associated with the problem and think outside the box to solve problems in the workplace. This is one of the most needed and highest-quality books we have in the field." Author: Wei Wang

"This detail oriented book not only covers key concepts but utilizes real-life examples to make the content more convincing and validated. It is also a good book for in-class discussions and application practices." Author: Chih-Lun Yen

"A wide-ranging comprehensive text, looking at key contemporary issues in hospitality." Author: Alistair Williams

"We all know how important it is to turn customers into "Raving Fans"―but getting everyone in an organization on board takes thoughtful action. Managing Hospitality Organizations offers fourteen principles of service that prove when you serve your people well, they will pass that service on to your customers. Whether you are a student or a manager on the front lines, if you want to create "Raving Fans", this book is for you!" Author: Ken Blanchard

"Although Bob credits me as the ‘Father of Guestology’, he and Mike have developed the concept of Guestology into an entire book that perfectly captures what it means to manage an organization from the guest′s point of view. This is an excellent text to learn how to use the management philosophy I and my team pioneered to ensure that in every phase of the business, from the planning and design of new parks and attractions to their everyday operations, all Disney cast members are focused on satisfying and exceeding the Guest′s wants, needs, and expectations." Author: Bruce Laval

"The second edition of Robert Ford and Michael C. Sturman′s excellent text, Managing Hospitality Organizations, is a must read for students pursuing careers in the business of hospitality and the faculty who facilitate their learning. This new edition retains the right mix of theory and practice that students need, call it the art and science of hospitality, while incorporating key changes to how hospitality businesses interact with and satisfy their customers today, including the evolving role of technology in service strategies, systems and staffing and the changing nature of customers themselves. I congratulate the authors on a job well done!" Author: Michael D. Johnson, Ph.D., President

Edition details

• Publisher: SAGE Publications, Inc
• Publication date: 2019
• ISBN 10: 1544321503
• ISBN 13: 9781544321509
• Binding: Paperback
• Language: English
• Edition number: 2
• Number of pages: 576