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The Cornell School of Hotel Administration on Hospitality
Cutting Edge Thinking and Practice
Michael C. Sturman (Edited by), J Sturman (Author), Jack B. Corgel (Edited by), Rohit Verma (Edited by)
9780470554999, Wiley
Hardback, published 6 May 2011
512 pages, Graphs: 127 B&W, 0 Color
23.1 x 16.3 x 4.8 cm, 0.748 kg
This cutting edge and comprehensive bookwith contributions from the star faculty of Cornell University's School of Hotel Administrationoffers the latest thinking on the best practices and strategies for hospitality management. A must for students and professionals seeking to enter or expand their reach in the hospitality industry, The Cornell School of Hotel Administration on Hospitality delivers the authoritative advice you need to: Develop and manage a multinational career and become a leader in the hospitality industry Maximize profits from franchise agreements, management contracts, and leases Understand and predict customer choices, and motivate your staff to provide outstanding service Manage hospitality businesses and the real estate underlying the businesses Control costs, coordinate branding strategy, and manage operations across multiple locations
Foreword xi Chapter 1 Four Paths to Success in the Hospitality Industry 1 Chapter 2 The Essence of Hospitality and Service 5 Part I Success in Your Hospitality Career Chapter 3 Preparing for a Successful Career in the Hospitality Industry 21 Chapter 4 The Listening Fast Track 37 Chapter 5 Developing and Managing Your Multinational Career 52 Chapter 6 Becoming a Leader in the Hospitality Industry 65 Part II Success Through Operations and Service Excellence Chapter 7 Understanding and Predicting Customer Choices 83 Chapter 8 Guiding the Guest Experience 97 Chapter 9 Harnessing the Power of Your Culture for Outstanding Service 111 Chapter 10 A Scientific Approach to Managing Hospitality Operations 127 Chapter 11 Motivating Your Staff to Provide Outstanding Service 142 Chapter 12 How to Build Service Quality into Your Operation 159 Chapter 13 Demand Management 174 Chapter 14 Revenue Management for Enhanced Profitability: An Introduction for Hotel Owners and Asset Managers 192 Chapter 15 Competing Successfully with Other Hotels: The Role of Strategy 207 Chapter 16 Focus on Finance: Aiming for Restaurant Success 227 Part III Success as a Real Estate and Business Owner Chapter 17 Hospitality Property Ownership: Where You Fit in 247 Chapter 18 Hospitality Properties: How Much to Pay if You’re Buying; How Much to Ask if You’re Selling 270 Chapter 19 Gaining Maximum Benefit from Franchise Agreements, Management Contracts, and Leases 293 Chapter 20 Developing and Renovating Hospitality Properties 309 Chapter 21 Planning and Programming a Hotel 321 Chapter 22 Measuring Hotel Risk and Financing 333 Part IV Success Through Managerial Excellence Chapter 23 Segmenting and Targeting Your Market: Strategies and Limitations 353 Chapter 24 New Media: Connecting with Guests throughout the Travel Experience 370 Chapter 25 Building and Managing Your Brand 388 Chapter 26 Hotel Revenue Management in an Economic Downturn 405 Chapter 27 Addressing Employee Lawsuits 417 Chapter 28 Coordinating Information and Controlling Costs 430 Chapter 29 Making the Most of Your Human Capital 444 Chapter 30 You Can’t Move All Your Hotels to Mexico: Unions and the Hospitality Industry 455 Chapter 31 The Integrity Dividend in Hospitality Leadership 469 Final Thoughts Chapter 32 Afterword: Where Do You Go from Here? 483 Index 487
Michael D. Johnson
Michael C. Sturman, Jack B. Corgel, and Rohit Verma
Giuseppe Pezzotti
Kate Walsh, Michael C. Sturman, and Bill Carroll
Judi Brownell
Jan Katz
Timothy Hinkin
Rohit Verma
HaeEun Helen Chun
Robert Ford and Michael C. Sturman
Gary M. Thompson
Michael C. Sturman and Robert Ford
Alex M. Susskind
Bill Carroll
Chris Anderson and Sheryl Kimes
Cathy A. Enz
Alex M. Susskind and Rupert Spies
Jack B. Corgel, Robert Mandelbaum, and R. Mark Woodworth
Jack B. Corgel
Jan A. deRoos
Jack B. Corgel, Jan A. deRoos, and Kevin Fitzpatrick
Jan A. deRoos
Peng Liu and Daniel Quan
Michael Lynn
Lisa Klein Pearo and Bill Carroll
Robert J. Kwortnik
Sheryl Kimes and Chris Anderson
David Sherwyn and Paul E. Wagner
Gordon Potter
J. Bruce Tracey and Sean A. Way
David Sherwyn and Paul E. Wagner
Tony Simons
Michael C. Sturman, Jack B. Corgel, and Rohit Verma
Subject Areas: Business & management [KJ]
