Instructor Manual for Managing Hospitality Organizations Achieving Excellence in the Guest Experience 2nd Edition By Robert Ford, Michael Sturmane
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- Pages
- 291
- File size
- 4.81 MB
- Format
- Digital PDF
- Course
- Education
- Category
- INSTRUCTOR MANUALS
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About this ebook
Instructor Manual for Managing Hospitality Organizations: Achieving Excellence in the Guest Experience (2nd Edition) by Robert C. Ford and Michael C. Sturman is a comprehensive textbook focused on the strategic and operational principles required to deliver outstanding service quality across the hospitality sector. Published by SAGE Publications, this edition outlines actionable frameworks for managing everything from fine-dining restaurants to large-scale convention centers. [1, 2, 3]
Core Framework (The Three Ss)
The textbook organizes hospitality excellence into a three-part framework: [1]
- Strategy: Aligning organizational goals to target the specific drivers of guest satisfaction.
- Staff: Finding, training, motivating, and empowering employees who have a genuine passion for service.
- Systems: Designing seamless delivery networks, managing wait times, and using communication to tie all service elements together. [1]
Key Updates in the Second Edition
- Advanced Technology: Managing guest data and automated service points.
- Sustainability Practices: Incorporating eco-friendly initiatives into daily service workflows.
- Workplace Culture: Navigating diversity, inclusion, and critical ethical leadership principles.
- Co-Creation: Strategies for empowering guests to help build their own unique experiences. [1, 3, 4, 5]
Study and Purchase Resources
- Official Companion Material: Access flashcards, practice quizzes, and interactive learning tools directly on the SAGE Edge Study Platform.
- Physical & Digital Editions: Read user reviews or purchase hardcopies via Amazon or stream digitally through eBooks.com. [1, 2, 3]
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4.81 MB
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