The Cornell School of Hotel Administration on Hospitality Cutting Edge Thinking and Practice

by Sturman, Michael C.; Corgel, Jack B.; Verma, Rohit

• ISBN13: 9780470554999
• ISBN10: 0470554991
• Edition: 1st
• Format: Hardcover
• Copyright: 2011-04-26
• Publisher: Wiley

Summary

Cornell's book contains all of the best practices and hospitality management strategies they teach to their students, so that anyone who needs to utilize hospitality skills in their business can succeed. The book will be divided into four sections:1. Managing Your Career in the Hospitality Industry: Jobs in the Hospitality Industry require certain knowledge, skills, abilities, and personal characteristics and love of the job for potential to move up the organizational ladder. This section of the books shares Cornell's knowledge of the educational and personal development that has worked to create successful careers in the Hospitality Industry.2. Success at Property Operations: Any successful hospitality operation (hotel or restaurant, chain or independent, low-cost provider or luxury establishment) requires a well-performing individual operation. This section shares the knowledge Cornell's School of Hotel Administration has gained from its studies of all aspects of how an individual business unit can succeed, including aspects of operations, human resources, marketing, and information management.3. Success at the Corporate Office: The requirements for success when managing a chain of establishments are very different than when managing any single property. At the corporate office, you need to choose the right strategy, manage your brand, coordinate information, control costs, and implement the right systems to achieve success at multiple locations simultaneously. This section highlights some of the major areas that require attention to successfully manage a set of properties, and provides guidance as to what research and experience has shown can enhance your likelihood of operating a successful multi-unit company.4. Success as a Business Owner: In this industry, owners receive cash flows by owning hotel, restaurant, and other types of hospitality businesses, by owning the real estate underlying these fixed-location businesses, and by owning both. Simply entering this growth industry presents the opportunity for wealth cr

Author Biography

Michael C. Sturman is a Professor of Management and the Kenneth and Marjorie Blanchard Professor of Human Resources at Cornell University's School of Hotel Administration. His current research focuses on the impact of human resource management on organizational performance and other job performance issues. He has written over one hundred articles, and is coauthor of Managing Quality Service in Hospitality: How Organizations Achieve Excellence in the Guest Experience.

Jack B. Corgel is a full professor at the School of Hotel Administration and served as the first director of the school's Center for Hospitality Research. He consults with PKF Hospitality Research, where he helps develop new products for the hotel industry based on property-level financial performance.

Rohit Verma is a Professor of Service Operations Management at the School of Hotel Administration, and also serves as the Executive Director for the Center for Hospitality Research (CHR). He has published over fifty articles in prestigious business journals, written numerous CHR research reports, and routinely presents at major industry con-ferences. He is coauthor of Operations and Supply Chain Management for the 21st Century.

Table of Contents

Foreword	p. xi
Four Paths to Success in the Hospitality Industry	p. 1
The Essence of Hospitality and Service	p. 5
Success In Your Hospitality Career
Preparing for a Successful Career in the Hospitality Industry	p. 21
The Listening Fast Track	p. 37
Developing and Managing Your Multinational Career	p. 52
Becoming a Leader in the Hospitality Industry	p. 65
Success Through Operations and Service Excellence
Understanding and Predicting Customer Choices	p. 83
Guiding the Guest Experience	p. 97
Harnessing the Power of Your Culture for Outstanding Service	p. 111
A Scientific Approach to Managing Hospitality Operations	p. 127
Motivating Your Staff to Provide Outstanding Service	p. 142
How to Build Service Quality into Your Operation	p. 159
Demand Management	p. 174
Revenue Management for Enhanced Profitability: An Introduction for Hotel Owners and Asset Managers	p. 192
Competing Successfully with Other Hotels: The Role of Strategy	p. 207
Focus on Finance: Aiming for Restaurant Success	p. 227
Success As a Real Estate and Business Owner
Hospitality Property Ownership: Where You Fit In	p. 247
Hospitality Properties: How Much to Pay if You're Buying; How Much to Ask if You're Selling	p. 270
Gaining Maximum Benefit from Franchise Agreements, Management Contracts, and Leases	p. 293
Developing and Renovating Hospitality Properties	p. 309
Planning and Programming a Hotel	p. 321
Measuring Hotel Risk and Financing	p. 333
Success Through Managerial Excellence
Segmenting and Targeting Your Market: Strategies and Limitations	p. 353
New Media: Connecting with Guests throughout the Travel Experience	p. 370
Building and Managing Your Brand	p. 388
Hotel Revenue Management in an Economic Downturn	p. 405
Addressing Employee Lawsuits	p. 417
Coordinating Information and Controlling Costs	p. 430
Making the Most of Your Human Capital	p. 444
You Can't Move All Your Hotels to Mexico: Unions and the Hospitality Industry	p. 455
The Integrity Dividend in Hospitality Leadership	p. 469
Final Thoughts
Afterword: Where Do You Go from Here?	p. 483
Index	p. 487
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