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# eBook PDF Managing Hospitality Organizations Achieving Excellence in the Guest Experience 2nd Edition By Robert Ford, Michael Sturman
- URL: https://study-mate.ghost.io/ebook-pdf-managing-hospitality-organizations-achieving-excellence-in-the-guest-experience-2nd-edition-by-robert-ford-michael-sturman/
- Published: 2026-07-02T18:40:42.000Z
- Updated: 2026-07-03T20:24:08.000Z
- Author: Samuah Online

*Managing Hospitality Organizations: Achieving Excellence in the Guest Experience* **(2nd Edition)** by [Robert C. Ford and Michael C. Sturman](https://collegepublishing.sagepub.com/products/managing-hospitality-organizations-2-260978?ref=study-mate.ghost.io) isa comprehensive textbook focused on the principles of **"guestology"**—the science of understanding, forecasting, and satisfying guest needs. Published by **SAGE Publications**, this edition utilizes real-world case studies from leading service providers like **The Walt Disney Company** to teach actionable service management strategies. The Three "S" FrameworkThe textbook spans 14 chapters systematically organized around the **three critical pillars** of a successful hospitality organization: 

- **Strategy**: Focuses on hospitality planning, defining the guest experience, managing the service setting (servicescape), and the power of theming.
- **Staff**: Details how to cultivate a hospitality culture, recruit and train service-oriented employees, and empower them to handle the "moment of truth".
- **Systems**: Examines service delivery systems, waiting-line management, quality control, and measuring guest satisfaction.
- 📋 Book Specifications
- **Publisher**: [SAGE Publications, Inc.](https://www.amazon.co.uk/Managing-Hospitality-Organizations-Excellence-Experience/dp/1544321503?ref=study-mate.ghost.io)
- **Publication Date**: January 2019
- **ISBN-13**: 978-1544321509

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