Prepares students for a future career in hospitality management by outlining the key skills needed to become a successful manager in the service industry, with a particular emphasis on ensuring managers provide guests with a high-quality customer experience.
The book breaks hospitality management down into core principles, with each chapter focusing on a specific factor, including strategy, staffing and systems. All of which are supported by practical advice, examples, and Wow! Boxes, which provide evidence of best practice in service-sector organizations, including Walt Disney, Southwest Airlines, and The Four Seasons.
The new edition reflects the latest changes in the service industry and newer developments related to sustainability and technology. There is also an outline of the framework needed to motivate employees to provide exceptional service, and how to create a culture that consistently delivers a top quality customer experience.
The book is supported by online resources for instructors and students, including: Test Bank, PowerPoint slides, an Instructor's Manual, Multimedia, Exercises and Assignments, Sample Syllabi, Flashcards, and Quizzes.
Ideal reading for undergraduate students on Hospitality Management and Hotel Management courses.
Author Biography:
Robert C. Ford (Ph.D., Arizona State University) is professor emeritus of management in the
College of Business Administration (COBA) of the University of Central Florida (UCF) where
he taught management of service organizations. He joined UCF as the chair of its hospitality
department. He was also the COBA Associate Dean for Graduate and External Programs.
Bob has authored and coauthored numerous publications in both top research and practitioner
journals. He has served on several editorial boards including Cornell Hospitality Quarterly,
British Journal of Management, Journal of Leadership and Organizational Studies, Journal of
Convention and Event Tourism, and Journal of Service Management. Currently, he is associate
editor of Organizational Dynamics. He has also published several books including Managing the
Guest Experience in Hospitality, Achieving Service Excellence: Strategies for Health Care, Managing
Destination Marketing Organizations, and The Fun Minute Manager.
Bob has participated actively in many professional organizations. He has served the
Academy of Management (AOM) as editor of The Academy of Management Executive, Director
of Placement, board member of the HRM and Careers divisions, Division Chair for both its
Management History and its Management Education and Development divisions, and as a member
and chair of its Ethics Adjudication Committee. Bob has served the Southern Management
Association (SMA) in every elective office including that of president. He was a founding member
and Chair of the Accreditation Commission for Programs in Hospitality Administration and
served on the Destination Marketing Accreditation Program.
Bob has been recognized for his service by many organizations. He received the
Distinguished Service Award from AOM’s MED, the Richard Hodgett’s Distinguished Career
Award from Management History, and SMA’s Distinguished Service Award and was elected
to SMA Fellows. In recognition of his service to hospitality education, Bob was given the Paul
Brown Award by the Florida Hotel and Lodging Association. He was also twice awarded a W.
James Whyte Research Fellow by the University of Queensland.
Michael C. Sturman (Ph.D., Cornell University) is Professor of Human Resource Management
in the Rutgers’ School of Management and Labor Relations. His research focuses on the prediction
of individual job performance over time and the influence of compensation systems. He also
examines the use of HR Analytics and Metrics to improve HR decision-making and the return
on HR investments. Michael has published research articles in journals such as the Academy of
Management Journal, Journal of Applied Psychology, Journal of Management, Organizational
Research Methods, and Personnel Psychology. He has also published practitioner-oriented papers
in Compensation and Benefits Review, the American Compensation Association Journal, Cornell
Hospitality Quarterly, International Journal of Hospitality Management, Lodging Magazine, and
Lodging HR, and is a presenter in Salary.com’s CompX Compensation Education series. Before
coming to Rutgers, Michael was the Kenneth and Marjorie Blanchard Professor of Human
Resources at Cornell University’s College of Business, where he held appointments in the
Management Area and the School of Hotel Administration, as well as a courtesy appointment
with the School of Industrial and Labor Relations. Michael holds a Ph.D., M.S., and B.S. from
Cornell University’s School of Industrial and Labor Relations, and is a Senior Professional of
Human Resources as certified by the Society for Human Resource Management. He teaches
undergraduate, graduate, and executive courses on human resource management, HR analytics,
compensation, and analytical methods.
