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

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  • Edition: 1st
  • Format: Hardcover
  • Copyright: 2011-04-26
  • Publisher: Wiley
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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

Forewordp. xi
Four Paths to Success in the Hospitality Industryp. 1
The Essence of Hospitality and Servicep. 5
Success In Your Hospitality Career
Preparing for a Successful Career in the Hospitality Industryp. 21
The Listening Fast Trackp. 37
Developing and Managing Your Multinational Careerp. 52
Becoming a Leader in the Hospitality Industryp. 65
Success Through Operations and Service Excellence
Understanding and Predicting Customer Choicesp. 83
Guiding the Guest Experiencep. 97
Harnessing the Power of Your Culture for Outstanding Servicep. 111
A Scientific Approach to Managing Hospitality Operationsp. 127
Motivating Your Staff to Provide Outstanding Servicep. 142
How to Build Service Quality into Your Operationp. 159
Demand Managementp. 174
Revenue Management for Enhanced Profitability: An Introduction for Hotel Owners and Asset Managersp. 192
Competing Successfully with Other Hotels: The Role of Strategyp. 207
Focus on Finance: Aiming for Restaurant Successp. 227
Success As a Real Estate and Business Owner
Hospitality Property Ownership: Where You Fit Inp. 247
Hospitality Properties: How Much to Pay if You're Buying; How Much to Ask if You're Sellingp. 270
Gaining Maximum Benefit from Franchise Agreements, Management Contracts, and Leasesp. 293
Developing and Renovating Hospitality Propertiesp. 309
Planning and Programming a Hotelp. 321
Measuring Hotel Risk and Financingp. 333
Success Through Managerial Excellence
Segmenting and Targeting Your Market: Strategies and Limitationsp. 353
New Media: Connecting with Guests throughout the Travel Experiencep. 370
Building and Managing Your Brandp. 388
Hotel Revenue Management in an Economic Downturnp. 405
Addressing Employee Lawsuitsp. 417
Coordinating Information and Controlling Costsp. 430
Making the Most of Your Human Capitalp. 444
You Can't Move All Your Hotels to Mexico: Unions and the Hospitality Industryp. 455
The Integrity Dividend in Hospitality Leadershipp. 469
Final Thoughts
Afterword: Where Do You Go from Here?p. 483
Indexp. 487
Table of Contents provided by Ingram. All Rights Reserved.

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