eBook PDF Managing Hospitality Organizations Achieving Excellence in the Guest Experience 2nd Edition By Robert Ford, Michael Sturman
Managing Hospitality Organizations: Achieving Excellence in the Guest Experience (2nd Edition) by Robert C. Ford and Michael C. Sturman 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.
- Publication Date: January 2019
- ISBN-13: 978-1544321509
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