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Solution Manual (Downloadable Product) for Managing Hospitality Organizations Achieving Excellence in the Guest Experience 2nd Edition By Robert C. Ford, Michael C. Sturman, ISBN: 9781544321509

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Downloadable Instructor Solution Manual for Managing Hospitality Organizations Achieving Excellence in the Guest Experience 2nd Edition Ford

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Solution Manual for Managing Hospitality Organizations Achieving Excellence in the Guest Experience 2nd Edition Ford

Downloadable Instructor Solution Manual for Managing Hospitality Organizations Achieving Excellence in the Guest Experience 2nd Edition By Robert C. Ford, Michael C. Sturman, ISBN: 9781544321509

Table Of Content

Foreword
Preface
Acknowledgments
About the Authors
Introduction
SECTION I. THE HOSPITALITY SERVICE STRATEGY
1. The Basics of Wow! The Guest Knows Best

Introduction

Guestology: What is it?

The Guest Experience

Guest Expectations

Quality, Value, and Cost Defined

The Importance of Guestology

Lessons Learned

2. Meeting Guest Expectations through Planning

Introduction

Three Generic Strategies

The Hospitality Planning Cycle

Assessing the Environment

Assessing the Organization Itself: The Internal Assessment

Vision and Mission Statements

Developing the Service Strategy

Action Plans

Involving Employees in Planning

The Uncertain Future

Lessons Learned

3. Setting the Scene for the Guest Experience

Introduction

Creating “The Show”

Why is the Environment Important?

A Model: How the Service Environment Affects the Guest

Lessons Learned

4. Developing the Hospitality Culture: Everyone Serves!

Introduction

The Importance of Leaders

The Importance of Culture

Culture as a Competitive Advantage

Beliefs, Values, and Norms

Culture and the Environment

Communicating the Culture

Changing the Culture

Lessons Learned

SECTION II. THE HOSPITALITY SERVICE STAFF
5. Staffing for Service

Introduction

The Many Employees of the Hospitality Industry

The First Step: Study the Job

The Second Step: Recruit a Pool of Qualified Candidates

The Third Step: Select the Best Candidate

The Fourth Step: Hire the Best Applicant

The Fifth Step: Make the New Hire Feel Welcome

The Sixth Step: Turnover—Retaining the Best and Selecting People out of an Organization

Lessons Learned

6. Training and Developing Employees to Serve

Introduction

Employee Training

Developing a Training Program

Types of Training

Training Methods

Challenges and Pitfalls of Training

Employee Development

Lessons Learned

7. Serving with a Smile: Motivating Exceptional Service

Introduction

Motivating Employees

The Needs People Have

The Rewards Managers can Provide

Ways Rewards Can Motivate

How Managers and Leaders Provide the Right Direction

Lessons Learned

8. Involving the Guest: The Co-Creation of Value

Introduction

The Guest Can Help!

Strategies for Involving the Guest

Determining Where Co-Production Makes Sense

One Last Point: Firing the Guest

Lessons Learned

Section III. The Hospitality Service Delivery System
9. Communicating for Service

Introduction

The Challenge of Managing Information

Information and the Service Product

Information and the Service Setting

Information and the Delivery System

Decision Support Systems

The Hospitality Organization as an Information System

Lessons Learned

10. Planning the Service Delivery System

Introduction

Planning and Designing the Service Delivery System

Developing the Service Delivery System

Planning Techniques

Targeting Specific Problem Areas in Service Delivery Systems

Lessons Learned

11. Waiting for Service

Introduction

Capacity and Psychology: Keys to Managing Lines

Queuing Theory: Managing the Reality of the Wait

Managing the Perception of the Wait

Service Value and the Wait

Lessons Learned

12. Measuring and Managing Service Delivery

Introduction

Techniques and Methods for Assessing Service Quality

Measuring Service Quality After the Experience

SERVQUAL

Finding and Using the Technique that Fits

Lessons Learned

13. Fixing Service Failures

Introduction

Service Failures: Types, Where, and Why

The Importance of Fixing Service Failures

Dealing With Service Failures

Recovering From Service Failure

Lessons Learned

14. Service Excellence: Leading the Way to Wow!

Introduction

The Three Ss: Strategy, Staffing, and Systems

Hospitality and the Future

Leading the Way Into the Future

Leading and Managing

It all Begins—and Ends—with the Guest

Lessons Learned

Glossary
Additional Readings
Index