000			01767nam a2200229Ia 4500
003			PH-LCIC
005			20251007154335.0
008			240527s2020 xx 000 0 und d
020			_a9781544321509
040			_cLCIC LIBRARY
082			_aRES 647.94068 F75
245		0	_aManaging hospitality organizations : _bachieving excellence in the guest experience /
250			_aSecond edition
260			_aThousand Oaks, California : _bSAGE Publications, Inc, _c2020.
300			_a xxxi, 544 pages : color illustrations ; 26 cm
520			_a"Today's economy is dominated by the service sector which continues to grow at a rapid pace. Even businesses dealing primarily psychical goods are now reinventing their image and positioning themselves as service providers. Introduction to Hospitality Management: Creating Excellent Guest Experiences 2e takes students on a journey through the unique world of the hospitality 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 including Walt Disney, Southwest Airlines, and The Four Seasons. Authors Michael Sturman and Robert Ford emphasize the critical importance of focusing on your guest to create that 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 services in today's ultracompetitive environment"-- Provided by publisher
650			_aHospitality industry Customer services
650			_aHospitality industry Personnel management
700			_aRobert C. Ford _eAuthor
700			_aMichael C. Sturman _eAuthor
942			_2ddc _cRES
999			_c2244 _d2244