Managing Hospitality Organizations 3/e

Robert C. Ford (Ph.D., Arizona State University) is professor emeritus of management in the College of Business Administration (COBA) of the University of Central Florida (UCF) where he taught management of service organizations. He joined UCF as the chair of its hospitality department. He was also the COBA Associate Dean for Graduate and External Programs. Bob has authored and coauthored numerous publications in both top research and practitioner journals. He has served on several editorial boards including Cornell Hospitality Quarterly, British Journal of Management, Journal of Leadership and Organizational Studies, Journal of Convention and Event Tourism, and Journal of Service Management. Currently, he is associate editor of Organizational Dynamics. He has also published several books including Managing the Guest Experience in Hospitality, Achieving Service Excellence: Strategies for Health Care, Managing Destination Marketing Organizations, and The Fun Minute Manager. Bob has participated actively in many professional organizations. He has served the Academy of Management (AOM) as editor of The Academy of Management Executive, Director of Placement, board member of the HRM and Careers divisions, Division Chair for both its Management History and its Management Education and Development divisions, and as a member and chair of its Ethics Adjudication Committee. Bob has served the Southern Management Association (SMA) in every elective office including that of president. He was a founding member and Chair of the Accreditation Commission for Programs in Hospitality Administration and served on the Destination Marketing Accreditation Program. Bob has been recognized for his service by many organizations. He received the Distinguished Service Award from AOM's MED, the Richard Hodgett's Distinguished Career Award from Management History, and SMA's Distinguished Service Award and was elected to SMA Fellows. In recognition of his service to hospitality education, Bob was given the Paul Brown Award by the Florida Hotel and Lodging Association. He was also twice awarded a W. James Whyte Research Fellow by the University of Queensland. Michael C. Sturman (Ph.D., Cornell University) is Professor of Human Resource Management in the Rutgers' School of Management and Labor Relations. His research focuses on the prediction of individual job performance over time and the influence of compensation systems. He also examines the use of HR Analytics and Metrics to improve HR decision-making and the return on HR investments. Michael has published research articles in journals such as the Academy of Management Journal, Journal of Applied Psychology, Journal of Management, Organizational Research Methods, and Personnel Psychology. He has also published practitioner-oriented papers in Compensation and Benefits Review, the American Compensation Association Journal, Cornell Hospitality Quarterly, International Journal of Hospitality Management, Lodging Magazine, and Lodging HR, and is a presenter in Salary.com's CompX Compensation Education series. Before coming to Rutgers, Michael was the Kenneth and Marjorie Blanchard Professor of Human Resources at Cornell University's College of Business, where he held appointments in the Management Area and the School of Hotel Administration, as well as a courtesy appointment with the School of Industrial and Labor Relations. Michael holds a Ph.D., M.S., and B.S. from Cornell University's School of Industrial and Labor Relations, and is a Senior Professional of Human Resources as certified by the Society for Human Resource Management. He teaches undergraduate, graduate, and executive courses on human resource management, HR analytics, compensation, and analytical methods.

SECTION 1: HOSPITALITY SERVICE STRATEGY Chapter 1: The Basics of Wow! The Guest Knows Best Chapter 2: Meeting Guest Expectations through Planning Chapter 3: Setting the Scene for the Guest Experience Chapter 4: Developing the Hospitality Culture: Everyone Serves! SECTION 2: HOSPITALITY SERVICE STAFF Chapter 5: Staffing for Service Chapter 6: Training and Developing Employees to Serve Chapter 7: Serving with a Smile: Motivating Exceptional Service Chapter 8: Involving the Guest: the Co-Creation of Value SECTION 3: HOSPITALITY SERVICE DELIVERY SYSTEM Chapter 9: Communicating for Service Chapter 10: Planning the Service Delivery System Chapter 11: Waiting for Service Chapter 12: Measuring and Managing Service Delivery Chapter 13: Fixing Service Failures Chapter 14: Service Excellence: Leading the Way to Wow!

"This book provides a great overview of how to envision, strategize, and design the service environment through incorporating basic business theories with hospitality and service-based strategies." -- Elizabeth A. Whalen "This book is a well-rounded textbook on blending the concepts of service and management in the 21C Hospitality Industry. I highly recommend a review for our 200-level service course." -- Terri Jones "This edition of Ford's Managing Hospitality Organizations is an essential textbook for students who are studying International Hotel Management. Not only does it describe the key elements of successful service but also has robust additional resources that allow students to develop their knowledge further. These can also be used within in-lecture activities and the case studies are particularly useful for class discussion. The content of this book supports many of our programme modules and I would highly recommend this to you and your students." -- Jayne A. Griffith-Parry "A perfect book for any Hospitality program, excellent instructor support, and a good resource for students." -- Denise A. Braley "The book is a great addition to both classroom instruction and scholarly literature of the hospitality and service field. It covers various management tactics on service responsibilities, problems, and approaches to solutions. It challenges readers to identify issues associated with the problem and think outside the box to solve problems in the workplace. This is one of the most needed and highest-quality books we have in the field." -- Wei Wang "This detail oriented book not only covers key concepts but utilizes real-life examples to make the content more convincing and validated. It is also a good book for in-class discussions and application practices." -- Chih-Lun Yen "A wide-ranging comprehensive text, looking at key contemporary issues in hospitality." -- Alistair Williams "We all know how important it is to turn customers into 'Raving Fans'-but getting everyone in an organization on board takes thoughtful action. Managing Hospitality Organizations offers fourteen principles of service that prove when you serve your people well, they will pass that service on to your customers. Whether you are a student or a manager on the front lines, if you want to create 'Raving Fans,' this book is for you!" -- Ken Blanchard "Although Bob credits me as the 'Father of Guestology,' he and Mike have developed the concept of Guestology into an entire book that perfectly captures what it means to manage an organization from the guest's point of view. This is an excellent text to learn how to use the management philosophy I and my team pioneered to ensure that in every phase of the business, from the planning and design of new parks and attractions to their everyday operations, all Disney cast members are focused on satisfying and exceeding the Guest's wants, needs, and expectations." -- Bruce Laval "The second edition of Robert Ford and Michael C. Sturman's excellent text, Managing Hospitality Organizations, is a must read for students pursuing careers in the business of hospitality and the faculty who facilitate their learning. This new edition retains the right mix of theory and practice that students need, call it the art and science of hospitality, while incorporating key changes to how hospitality businesses interact with and satisfy their customers today, including the evolving role of technology in service strategies, systems and staffing and the changing nature of customers themselves. I congratulate the authors on a job well done!" -- Michael D. Johnson