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  • Ký hiệu PL/XG: 338.4 F6991
    Nhan đề: Managing quality service in hospitality :
ISBN 9781439060322
DDC 338.4
Tác giả CN Ford, Robert C.
Nhan đề Managing quality service in hospitality : How organizations achieve excellence in the guest experience / Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton
Lần xuất bản First edition
Thông tin xuất bản New York : Cengage Learning, 2012
Mô tả vật lý 546 p. : ill ;
Tóm tắt This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems. Each chapter includes at suggested hospitality activities for students, in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. "Ethics in Business" segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and discussion questions at the end.
Từ khóa tự do Customer services
Từ khóa tự do Hospitality industry
Từ khóa tự do Management
Khoa Khoa Dược
Khoa Khoa Du lịch và Việt Nam học
Tác giả(bs) CN Sturman, Michael C.
Tác giả(bs) CN Heaton, Cherrill P.
Địa chỉ Thư Viện Đại học Nguyễn Tất Thành
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040 |aNTT
041 |aeng
044 |anyu
082 |a338.4|bF6991|223
100 |aFord, Robert C.
245 |aManaging quality service in hospitality : |bHow organizations achieve excellence in the guest experience / |cRobert C. Ford, Michael C. Sturman, Cherrill P. Heaton
250 |aFirst edition
260 |aNew York : |bCengage Learning, |c2012
300 |a546 p. : |bill ;
504 |aIncludes bibliographical references and index
520|aThis text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems. Each chapter includes at suggested hospitality activities for students, in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. "Ethics in Business" segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and discussion questions at the end.
653 |aCustomer services
653 |aHospitality industry
653 |a Management
690 |aKhoa Dược
690|aKhoa Du lịch và Việt Nam học
700 |aSturman, Michael C.
700 |aHeaton, Cherrill P.
852 |aThư Viện Đại học Nguyễn Tất Thành
890|c1|a0|b0|d1
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