Managing Hospitality Organizations: Achieving Excellence in the Guest Experience [Paperback]

Managing Hospitality Organizations: Achieving Excellence in the Guest Experience 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. Students will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. The Second Edition includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership. 

Preparing students for a career in hospitality management, the second edition reflects the latest changes in the service industry and newer developments related to sustainability and technology.

“A perfect book for any Hospitality program, excellent instructor support, and a good resource for students.” “The book is a great addition to both classroom instruction and scholarly literature of the hospitality and service field. It covers various management tactics on service responsibilities, problems, and approaches to solutions. It challenges readers to identify issues associated with the problem and think outside the box to solve problems in the workplace. This is one of the most needed and highest-quality books we have in the field.” “This detail oriented book not only covers key concepts but utilizes real-life examples to make the content more convincing and validated. It is also a good book for in-class discussions and application practices.”“A wide-ranging comprehensive text, looking at key contemporary issues in hospitality.”“We all know how important it is to turn customers into Raving Fans —but getting everyone in an organization on board takes thoughtful action. Managing Hospitall“0