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Managing hospitality organizations : achieving excellence in the guest experience / Robert C. Ford and Michael C. Sturman.

By: Ford, Robert C. (Robert Clayton), 1945- [author].
Contributor(s): Sturman, Michael C. (Michael Craig) [author].
Material type: materialTypeLabelBookPublisher: Thousand Oaks, CA : Sage, [2025]Copyright date: ©2025Edition: Third edition.Description: xiii, 608 pages : color illustrations, 26 cm.Content type: text Media type: unmediated Carrier type: volumeISBN: 9781071876275 (paperback); 1071876279 (paperback).Subject(s): Hospitality industry -- Customer services | Hospitality industry -- Management | Hospitality industry -- Personnel managementDDC classification: 647.94068
Contents:
Section 1: Hospitality service strategy -- The basics of wow! The guest knows best -- Meeting guest expectations through planning -- Setting the scene for the guest experience -- Developing the hospitality culture: everyone serves! -- Section 2: hospitality service staff -- Staffing for service -- Training and developing employees to serve -- Serving with a smile: motivating exceptional service -- Involving the guest: the co-creation of value -- Hospitality service delivery system -- Communicating for service -- Planning the service delivery system -- Waiting for service -- Measuring and managing service delivery -- Fixing service failures -- Service excellence: leading the way to wow!
Subject: "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"-- Provided by publisher
Holdings
Item type Current library Call number Status Notes Barcode
General lending MTU Bishopstown Library Lending 647.94068 (Browse shelf(Opens below)) Available MTU Cork Module HOSP6041 - Core reading. 00220636
Total holds: 0

Enhanced descriptions from Syndetics:

Managing Hospitality Organizations: Achieving Excellence in the Guest Experience, Third Edition 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 Sturman emphasize the critical importance of focusing on the guest and creating an 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. Included with this title: LMS Cartridge: Import this title's instructor resources into your school's learning management system (LMS) and save time. Don't use an LMS? You can still access all of the same online resources for this title via the password-protected Instructor Resource Site.

Section 1: Hospitality service strategy -- The basics of wow! The guest knows best -- Meeting guest expectations through planning -- Setting the scene for the guest experience -- Developing the hospitality culture: everyone serves! -- Section 2: hospitality service staff -- Staffing for service -- Training and developing employees to serve -- Serving with a smile: motivating exceptional service -- Involving the guest: the co-creation of value -- Hospitality service delivery system -- Communicating for service -- Planning the service delivery system -- Waiting for service -- Measuring and managing service delivery -- Fixing service failures -- Service excellence: leading the way to wow!

"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"-- Provided by publisher

MTU Cork Module HOSP6041 - Core reading.

Author notes provided by Syndetics

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 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 and 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. Currently, he is associate editor of Organizational Dynamics. 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 participated actively 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 its Management Education and Development divisions, and as a member and chair of its Ethics Adjudication Committee. Bob has served the Southern Management Association (SMA) in every elective office including that of 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 Richard Hodgett's Distinguished Career Award from Management History, and SMA's Distinguished Service Award and was elected to SMA Fellows. In recognition of his service to hospitality education, Bob was given the Paul Brown Award by the Florida Hotel and Lodging Association. He was also twice awarded a W. James Whyte Research Fellow by the University of Queensland. Michael C. Sturman (Ph.D., Cornell University) is Professor of Human Resource Management in the Rutgers' School of Management and Labor Relations. His research focuses on the prediction of individual job performance over time and the influence of compensation systems. He also examines the use of HR Analytics and Metrics to improve HR decision-making and the return on HR investments. Michael has published research articles in journals such as the Academy of Management Journal, Journal of Applied Psychology, Journal of Management, Organizational Research Methods, and Personnel Psychology. He has also published practitioner-oriented papers in Compensation and Benefits Review, the American Compensation Association Journal, Cornell Hospitality Quarterly, International Journal of Hospitality Management, Lodging Magazine, and Lodging HR, and is a presenter in Salary.com's CompX Compensation Education series. Before coming to Rutgers, Michael was the Kenneth and Marjorie Blanchard Professor of Human Resources at Cornell University's College of Business, where he held appointments in the Management Area and the School of Hotel Administration, as well as a courtesy appointment with the School of Industrial and Labor Relations. Michael holds a Ph.D., M.S., and B.S. from Cornell University's School of Industrial and Labor Relations, and is a Senior Professional of Human Resources as certified by the Society for Human Resource Management. He teaches undergraduate, graduate, and executive courses on human resource management, HR analytics, compensation, and analytical methods.