"Welcome to Managing Hospitality Organizations: Achieving Excellence in the Guest Experience, THIRD EDITION. This new edition, like the two prior editions, continues to be based on the principles of guestology, and that means we practice in writing this book what we teach in class. So, we sought feedback from our customers, scanned the environment to stay current with changes to the competitive environment, changing customer expectations, and the amazingly rapid changes in technology, and ultimately sought to keep the ...
Read More
"Welcome to Managing Hospitality Organizations: Achieving Excellence in the Guest Experience, THIRD EDITION. This new edition, like the two prior editions, continues to be based on the principles of guestology, and that means we practice in writing this book what we teach in class. So, we sought feedback from our customers, scanned the environment to stay current with changes to the competitive environment, changing customer expectations, and the amazingly rapid changes in technology, and ultimately sought to keep the positive features of the earlier two editions while revising and updating those that our readers said needed to be changed and improved. The book is based on much of what the first author learned when he came to Orlando to head the hospitality program at the University of Central Florida. There, he learned about many different aspects of the hospitality industry from The Walt Disney Company, and specifically about the principles of guestology from its "father," Bruce Laval. Disney was then and still is today a benchmark hospitality organization. People come from all over the world to learn how to use Disney's guestological techniques and apply those principles to their own guest-focused organizations. If there seems to be an abundance of examples in this book from Walt Disney World, there is a reason. This is a visible and familiar service exemplar that most students can relate to easily and that many have visited. Disney also provides an exceptionally wide representation of the hospitality industry. It has successful examples of restaurants from quick-serve to fine dining; lodging from campgrounds to upscale hotels; a transportation system that includes trains, boats, buses, and monorails; catering services, convention and meeting planning services, entertainment and night clubs, retail stores, golf courses, and cruise ships. The Disney organization encompasses almost every specific job category in the hospitality field held by more than 200,000 employees who fill over 1100 different job positions. With this many employees worldwide-including Orlando in Florida, Anaheim in California, Chessy in France, Shanghai in China, Lantau Island in Hong Kong, and Tokyo in Japan- we can learn a lot from Disney as an exemplar in the hospitality industry. Since one of the authors lives in Orlando, this book reflects this wonderful and nearby opportunity to learn how to plan, staff, and deliver an exceptional service experience from one of the best. Of course, there are many other exemplars: companies that use best practices to successfully deliver great service. Aside from Disney, we offer many examples from those who are excellent in managing hotels, casinos, restaurants, amusement parks, airlines, and even others that may, at first glance, not appear to be in the service industry but deliver great customer experiences. In today's business environment, all companies need to know how to provide exceptional service, or their customers will go to their competitors that can. We hope that you will be able to learn from these examples, from firms both familiar and new to you, and see the application of the principles and ideas in the book to whatever hospitality organizations are near you"--
Read Less
Choose your shipping method in Checkout. Costs may vary based on destination.
Seller's Description:
Good. Ships from UK in 48 hours or less (usually same day). Your purchase helps support Sri Lankan Children's Charity 'The Rainbow Centre'. Ex-library, so some stamps and wear, but in good overall condition. 100% money back guarantee. We are a world class secondhand bookstore based in Hertfordshire, United Kingdom and specialize in high quality textbooks across an enormous variety of subjects. We aim to provide a vast range of textbooks, rare and collectible books at a great price. Our donations to The Rainbow Centre have helped provide an education and a safe haven to hundreds of children who live in appalling conditions. We provide a 100% money back guarantee and are dedicated to providing our customers with the highest standards of service in the bookselling industry.
Choose your shipping method in Checkout. Costs may vary based on destination.
Seller's Description:
PLEASE NOTE, WE DO NOT SHIP TO DENMARK. New Book. Shipped from UK in 4 to 14 days. Established seller since 2000. Please note we cannot offer an expedited shipping service from the UK.
Choose your shipping method in Checkout. Costs may vary based on destination.
Seller's Description:
Good. Trade paperback (US). Glued binding. 576 p. May show signs of wear, highlighting, writing, and previous use. This item may be a former library book with typical markings. No guarantee on products that contain supplements Your satisfaction is 100% guaranteed. Twenty-five year bookseller with shipments to over fifty million happy customers.
Choose your shipping method in Checkout. Costs may vary based on destination.
Seller's Description:
Fine. Trade paperback (US). Glued binding. 576 p. In Stock. 100% Money Back Guarantee. Brand New, Perfect Condition, allow 4-14 business days for standard shipping. To Alaska, Hawaii, U.S. protectorate, P.O. box, and APO/FPO addresses allow 4-28 business days for Standard shipping. No expedited shipping. All orders placed with expedited shipping will be cancelled. Over 3, 000, 000 happy customers.