ISBN: 0131916548 Binding: Paperback Edition: Author(s): Jay Kandampully, Australia Pearson Publisher: Prentice Hall Number of Pages: 400
This book addresses the hospitality industry from a services management perspective offering the reader a series of management concepts operations marketing and human resources all of which are capable of being effectively incorporated into all hospitality operations The books focus is on the ever-increasing demand of customers for service quality as well as the other challenges facing hospitality establishments today including intense competition globalization and technological innovation This book stresses the point that in all services including hospitality services the human element (both employees and customers) is absolutely crucial in selling services hospitality enterprises are selling personal relationships Hospitality providers of all types will benefit from adopting the management philosophies and practices in this book ones that have proven so effective in other service sectors
ISBN: 0131711490 Binding: Paperback Edition: 2nd Author(s): David K. Hayes, Jack D. Ninemeier Publisher: Prentice Hall Number of Pages: 592
Describing in great depth and detail all areas of hotel administration this accurate book provides an up-to-date and comprehensive examination of the responsibilities of a hotel general manager It shares with readers the procedures effective managers use to ensure their hotelsand their ownultimate success KEY TOPICS This unique approach addresses all of the operating departments of a full-service hotelHuman Resources Controller The Front Office Housekeeping Food and Beverage Safety and Property Security Sales and Marketing Facility Engineering and Maintenancefrom the viewpoint of the General Manager It also explores franchise agreements and management contracts purchasing a hotel and career opportunities For current and future hotel general managers and hotel department headsie executive housekeepers directors of sales controllers and front office managers
ISBN: 082737321X Binding: Hardcover Edition: 2 Author(s): Mary Tanke Publisher: Delmar Cengage Learning Number of Pages: 464
"Human Resources Management For the Hospitality Industry 2E" addresses the spectrum of issues facing human resource managers in the hospitality industry It has been expertly revised to reflect changes in human resource management over the past five years and to prepare students for the challenges of the new millenium New discussions cover today's hot topics and include case studies to illustrate effective management Changes in legal restrictions and legislation have been accounted for including consideration of the Family Medical Leave Act (FMLA) The text uses performance objectives to outline the major concepts from each chapter and discussion questions and case problems to reinforce learning
Customer complaints and organizational responses: the effects of complainants' perceptions of justice on satisfaction and loyalty [An article from: International Journal of Hospitality Management]
ISBN: Binding: Digital Edition: Author(s): O.M. Karatepe Publisher: Elsevier Number of Pages: 21
This digital document is a journal article from International Journal of Hospitality Management published by Elsevier in 2006 The article is delivered in HTML format and is available in your Amazoncom Media Library immediately after purchase You can view it with any web browser
Description: This study investigates: (i) the effects of various organizational responses to complaints on distributive procedural and interactional justice; and (ii) the effects of complainants' perceptions of distributive procedural and interactional justice on satisfaction and loyalty This study is conducted on a sample of Turkish guests in Northern Cyprus hotels The hypothesized relationships are tested using LISREL 830 through path analysis Path analysis demonstrates that atonement is an organizational response to customer complaints associated with distributive justice and facilitation and promptness have significant positive effects on procedural justice Promptness appears to have a stronger effect on procedural justice than that of facilitation In addition path analysis reveals that apology explanation attentiveness and effort are the four organizational response dimensions influencing interactional justice Of the four organizational response options attentiveness and effort have the largest effects on interactional justice Path analysis shows that all justice dimensions exert significant positive effects on complainant satisfaction and loyalty Of the three justice dimensions the effect of interactional justice on complainant satisfaction and loyalty is stronger than those of distributive and procedural justice Discussions of the results implications for hotel managers and avenues for future research are presented in the study
Restaurant Management: Customers, Operations, and Employees (3rd Edition)
ISBN: 0131136909 Binding: Paperback Edition: 3 Author(s): Robert Christie Mill Publisher: Prentice Hall Number of Pages: 464
Identifies the crucial elements involved in the operation of a restaurant and their interrelationships that are necessary to achieve success Structured around the three parts of the meal experiencethe customers the operation (consisting of food beverage and the physical facility) and the employeesthe book examines how to effectively manage an existing restaurant operation This edition continues its strong coverage of marketing promotions and employment issues and captures the essential elements needed to produce satisfied customers and a profitable restaurant operation Offers fully updated material including: Updated figures and numbers Longitudinal analysis of recent trends The latest demographic projections and the implications for managers Added section on ergonomics and its impact on layout and design and New material on energy conservation and cost savings Strategies for using the Internet as a promotional tool shows readers how to use technology to run and increase their business A focus on profitability addresses common reasons restaurants fail Examines factors to success such as concept creativity menu pricing productivity cost control etc Restaurant managers For anyone interested in the meal experience or thinking about becoming a restaurant entrepreneur
Timeshare Resort Operations: A Guide to Management Practice (Hospitality, Leisure and Tourism)
ISBN: 0750679042 Binding: Hardcover Edition: Author(s): Randall Upchurch, Conrad Lashley Publisher: Butterworth-Heinemann Number of Pages: 336
This book provides a complete overview of timeshare development and operation models The authors take a comprehensive look at the present and future of this growing segment of the hospitality industry including specialized approaches to marketing human resources service quality finance legal considerations and professional ethics
Timeshare or vacation ownership is a relatively recent leisure phenomenon It emerged in the late 1950s as a way to secure extra capital resources to fund property expansion Shareholders had the right to use these properties on a regular basis Although arrangements have grown in complexity and variation the model allows for customers to buy rights to use a property for a fixed time period each year Timeshare arrangements have experienced rapid international growth particularly in the last fifteen to twenty years and are now an important vacation arrangement Most of the world's major hotel and resort developers now operate timeshare properties Firms like Marriott Hilton Hyatt Disney and Ramada have brought a new formality and legitimacy to timeshare development and operation
Covers the fastest growing area in the hospitality industry Takes operational approach the entire timeshare product not just marketing & sales Clarifies the mystery of the timeshare product cuts through preconceptions
Pricing strategies to maximize revenues in the lodging industry [An article from: International Journal of Hospitality Management]
ISBN: Binding: Digital Edition: Author(s): M. Collins, H.G. Parsa Publisher: Elsevier Number of Pages: 16
This digital document is a journal article from International Journal of Hospitality Management published by Elsevier in 2006 The article is delivered in HTML format and is available in your Amazoncom Media Library immediately after purchase You can view it with any web browser
Description: Price-ending strategies may be utilized by hotels to signal value or quality The current study presents that there is a directional relationship between room rates and price-ending strategies It demonstrates that as average room rates decrease the price-ending strategies change from whole dollar practice to dollar and cents practice Results from the qualitative investigation were compared with the room rates from the Internet for 10 US cities Based on this study an innovative pricing strategy is presented with a potential gain of 251 million dollars by conservative estimations (nearly 555 million if estimated liberally) annually for the hotel industry in the USA These potential sales are about 054 of revenues and 39 of industry-wide pre-tax profits Further studies in consumer acceptance of the recommended pricing strategy are suggested
The International Hospitality Business: Management and Operations
ISBN: 078900559X Binding: Hardcover Edition: 1 Author(s): Kaye Sung Chon, Lawrence Yu Publisher: Routledge Number of Pages: 426
International Hospitality Business: Management and Operations will introduce hospitality managers to the most up-to-date developments in hospitality to prepare you for the rapidly changing world of international hospitality This book is a compilation of the most current research in global operations It examines new developments new management concepts and new corporate mergers International Hospitality Business analyzes and discusses the complexity of the political economic financial commercial and cultural environment within which international business takes place to help you become a productive global manager
Through International Hospitality Business you will learn how an effective global hospitality manager must have a broad trans-disciplinary perspective that includes studies in politics culture and geography to better prepare for the complexity of international operations Expand your knowledge of how to deal with the issues that confront hospitality firms and managers in international development and operations by:
understanding the great demand for competent managers to oversee operations in foreign countries because of the explosive growth of the international hospitality industry
exploring the complex issues faced by hospitality managers when they are assigned to work overseas
gaining insight into international hospitality firmspolicies regarding developmental strategy organizational structure marketing finance accounting and human resource management
recognizing the international hospitality industry as an integral part of the service import and export business to help students gain a better understanding of managerial roles
With The International Hospitality Business you will examine world travel patterns major hotel chains and foodservice companies in different regions of the world to expand your knowledge and help you face the dynamic changing world of international hospitality While this volume provides you with important comprehensive knowledge that will help you manage the your overseas hospitality operations in a way that keeps the most important person in any business--the customer--contented
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