Test Bank for Managing Hospitality Organizations: Achieving Excellence in the Guest Experience 2nd Edition By Robert Ford, Michael Sturmane
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- Pages
- 432
- File size
- 4.99 MB
- Format
- Digital PDF
- Course
- Education
- Category
- TEST BANKS
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About this ebook
Test Bank for Managing Hospitality Organizations: Achieving Excellence in the Guest Experience (2nd Edition) by Robert C. Ford and Michael C. Sturman is a premier academic textbook published by SAGE Publications that uses the principles of "guestology" to teach hospitality management. The book shifts the traditional operational focus toward understanding, predicting, and systematically meeting guest expectations. [1, 2]
🔑 Core Framework: The Three Ss
The text structures modern hospitality management into three critical operational pillars: [1]
- Strategy: Developing hospitality plans focused heavily on the key drivers of customer satisfaction.
- Staff: Finding, training, hiring, and motivating service-oriented employees who embrace a total service culture.
- Systems: Designing seamless service delivery loops, managing customer wait times, and using information systems to link the entire experience together. [1, 2]
🔄 What's New in the Second Edition
Compared to the original release, this updated volume introduces several contemporary operational considerations: [1]
- Technology integration: Navigating the rapid changes in tech-driven hospitality guest cycles.
- Social responsibility: Expanded coursework covering environmental sustainability practices.
- Workplace culture: Detailed segments on ethical leadership, diversity, inclusion, and preventing sexual harassment.
- Digital tools: Access to online study resources via the SAGE Edge Learning Platform. [1, 2, 3]
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