Solution Manual Managing Hospitality Organizations Achieving Excellence in the Guest Experience 2nd Edition by Robert C. Ford
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Solution Manual Managing Hospitality Organizations Achieving Excellence in the Guest Experience 2nd Edition by Robert C. Ford
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Product Description
Solution Manual Managing Hospitality Organizations Achieving Excellence in the Guest Experience 2nd Edition by Robert C. Ford
Robert C. Ford, Michael C. Sturman
This textbook provides comprehensive insights into the management of hospitality organizations with a focus on delivering excellence in guest experiences. The book emphasizes core principles of hospitality management, integrating practical examples, cases, and advice from leading companies in the service sector. It also covers new topics like technology, sustainability, and ethical leadership.
ISBN-10: 1544321509
ISBN-13: 978-1544321509
Table of Contents
Section I: The Hospitality Service Strategy
1. The Basics of Wow! The Guest Knows Best
2. Meeting Guest Expectations through Planning
3. Setting the Scene for the Guest Experience
4. Developing the Hospitality Culture: Everyone Serves!
Section II: The Hospitality Service Staff
5. Staffing for Service
6. Training and Developing Employees to Serve
7. Serving with a Smile: Motivating Exceptional Service
8. Involving the Guest: The Co-Creation of Value
Section III: The Hospitality Service Delivery System
9. Communicating for Service
10. Planning the Service Delivery System
11. Waiting for Service
12. Measuring and Managing Service Delivery
13. Fixing Service Failures
14. Service Excellence: Leading the Way to Wow!
Managing Hospitality Organizations Achieving Excellence in the Guest Experience 2nd Edition by Robert C. Ford PDF Solutions
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