Managing Hospitality Organizations: Achieving Excellence in the Guest Experience, Third Edition takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector.
Introduction to Hospitality Management: Creating Excellent Guest Experiences, Third Edition by Robert C. Ford and Michael C. Sturman takes readers on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector.
"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
Robert C. Ford (Ph.D., Arizona State University) is professor emeritus of management in theCollege of Business Administration (COBA) of the University of Central Florida (UCF) wherehe taught management of service organizations. He joined UCF as the chair of its hospitalitydepartment. He was also the COBA Associate Dean for Graduate and External Programs.Bob has authored and coauthored numerous publications in both top research and practitionerjournals. He has served on several editorial boards including Cornell Hospitality Quarterly,British Journal of Management, Journal of Leadership and Organizational Studies, Journal ofConvention and Event Tourism, and Journal of Service Management. Currently, he is associateeditor of Organizational Dynamics. He has also published several books including Managing theGuest Experience in Hospitality, Achieving Service Excellence: Strategies for Health Care, ManagingDestination Marketing Organizations, and The Fun Minute Manager.Bob has participated actively in many professional organizations. He has served theAcademy of Management (AOM) as editor of The Academy of Management Executive, Directorof Placement, board member of the HRM and Careers divisions, Division Chair for both itsManagement History and its Management Education and Development divisions, and as a memberand chair of its Ethics Adjudication Committee. Bob has served the Southern ManagementAssociation (SMA) in every elective office including that of president. He was a founding memberand Chair of the Accreditation Commission for Programs in Hospitality Administration andserved on the Destination Marketing Accreditation Program.Bob has been recognized for his service by many organizations. He received theDistinguished Service Award from AOM’s MED, the Richard Hodgett’s Distinguished CareerAward from Management History, and SMA’s Distinguished Service Award and was electedto SMA Fellows. In recognition of his service to hospitality education, Bob was given the PaulBrown 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 Managementin the Rutgers’ School of Management and Labor Relations. His research focuses on the predictionof individual job performance over time and the influence of compensation systems. He alsoexamines the use of HR Analytics and Metrics to improve HR decision-making and the returnon HR investments. Michael has published research articles in journals such as the Academy ofManagement Journal, Journal of Applied Psychology, Journal of Management, OrganizationalResearch Methods, and Personnel Psychology. He has also published practitioner-oriented papersin Compensation and Benefits Review, the American Compensation Association Journal, CornellHospitality Quarterly, International Journal of Hospitality Management, Lodging Magazine, andLodging HR, and is a presenter in Salary.com’s CompX Compensation Education series. Beforecoming to Rutgers, Michael was the Kenneth and Marjorie Blanchard Professor of HumanResources at Cornell University’s College of Business, where he held appointments in theManagement Area and the School of Hotel Administration, as well as a courtesy appointmentwith the School of Industrial and Labor Relations. Michael holds a Ph.D., M.S., and B.S. fromCornell University’s School of Industrial and Labor Relations, and is a Senior Professional ofHuman Resources as certified by the Society for Human Resource Management. He teachesundergraduate, graduate, and executive courses on human resource management, HR analytics,compensation, and analytical methods.
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