Managing Quality Service in Hospitality

Managing Quality Service in Hospitality
Author: Robert C. Ford
Publisher: Delmar
Total Pages: 516
Release: 2012
Genre: Hospitality industry
ISBN: 9781111307738

MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, International Edition teaches the concept of treating customers as guests and creating a "WOW" experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems.Each chapter includes at suggested hospitality activities for students, in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. "Ethics in Business" segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and discussion questions at the end. The included Instructor's Guide provides answers to the end-of-chapter questions and to the discussion questions following the chapter cases, additional field exercises in hospitality, true-false and multiple-choice quizzes, and additional material to assist the instructor in preparing course outlines and lesson plans, providing the best known about managing hospitality organizations big or small.

The SAGE Handbook of Human Resource Management

The SAGE Handbook of Human Resource Management
Author: Adrian Wilkinson
Publisher: SAGE
Total Pages: 916
Release: 2019-04-08
Genre: Business & Economics
ISBN: 1526457245

The new edition of this SAGE Handbook builds on the success of the first by providing a fully updated and expanded overview of the field of human resource management. Bringing together contributions from leading international scholars - and with brand new chapters on key emerging topics such as talent management, engagement , e-HRM and big data - the Handbook focuses on familiarising the reader with the fundamentals of applied human resource management, while contextualizing practice within wider theoretical considerations. Internationally minded chapters combine a critical overview with discussion of key debates and research, as well as comprehensively dealing with important emerging interests. The second edition of this Handbook remains an indispensable resource for advanced students and researchers in the field. PART 01: Context of Human Resource Management PART 02: Fundamentals of Human Resource Management PART 03: Contemporary Issues

Assessment Centers in Human Resource Management

Assessment Centers in Human Resource Management
Author: George C. Thornton III
Publisher: Psychology Press
Total Pages: 382
Release: 2006-08-15
Genre: Business & Economics
ISBN: 1135608741

Explores the evolution of the goals of assessment center programs and the ways in which assessment centers and their component parts have been used. This book differentiates between assessment centers used for prediction, diagnoses, and development. It also explores court cases involving assessment centers, assessor training, and more.

Managing Hospitality Organizations

Managing Hospitality Organizations
Author: Robert C. Ford
Publisher: SAGE Publications
Total Pages: 685
Release: 2019-01-02
Genre: Business & Economics
ISBN: 1544356846

"A perfect book for any Hospitality program, excellent instructor support, and a good resource for students." –Denise A. Braley, Mitchell College Today’s economy is dominated by the rapidly growing service sector. Even businesses primarily selling goods are reinventing their image and positioning themselves as service providers. Managing Hospitality Organizations: Achieving Excellence in the Guest Experience 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. Authors Robert C. Ford and Michael C. Sturman emphasize the critical importance of focusing on the guest and creating that unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. The Second Edition includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership. Give your students the SAGE edge! SAGE edge offers a robust online environment featuring an impressive array of free tools and resources for review, study, and further exploration, keeping both instructors and students on the cutting edge of teaching and learning.

Effect of training on employees' productivity in public service organisation

Effect of training on employees' productivity in public service organisation
Author: Blessing Adegoke
Publisher: GRIN Verlag
Total Pages: 47
Release: 2011-09-26
Genre: Business & Economics
ISBN: 3656014914

Scientific Study from the year 2010 in the subject Leadership and Human Resources - Miscellaneous, grade: 1.0, Bowen University, language: English, abstract: Training is the systematic development of the attitude and skill behaviour pattern required by an individual in order to perform adequately a given task. It is also the systematic modification of behaviour through learning which occurs as a result of education instruction development and planned experiences. Training is designed to change the behaviour of the employee in the work place in order to stimulate efficiency and higher performance standards (Oliseh, 2005:112). The most important resources of an organization are its human resources (the people) who supply the organization with their works, talents creatively and drive. Without competent people at the managerial as well as the operation level, the organization may end up pursuing inappropriate goals. Once the goals have been set for successful and essential ingredients will then come in and the difference between success and failure of an organization is the human element. An industrialist once said “take away all the factories trade, avenues of transportation and in four years, I will have re-established myself”.

Job Feedback

Job Feedback
Author: Manuel London
Publisher: Psychology Press
Total Pages: 304
Release: 2003-09-12
Genre: Psychology
ISBN: 113562609X

This book discusses how people evaluate themselves, relate to others who give them feedback, and process information about others. It examines how feedback is given and received in teams and cross-cultural organizations, and explores the impact that feedback has on changing technologies.

Introduction to Industrial/organizational Psychology

Introduction to Industrial/organizational Psychology
Author: Ronald E. Riggio
Publisher:
Total Pages: 556
Release: 2003
Genre: Organizational change
ISBN: 9780131229143

For courses in Industrial/Organizational Psychology and Psychology of Work Behavior.This inviting, comprehensive, student-oriented introduction to industrial/organizational psychology emphasizes the connections between theory and practice across the full spectrum of personnel issues, worker issues, work group and organizational issues, and work environment issues. Its focus on career information, employee-centered issues, and cutting-edge research ensures that students get and stay motivated--right from the beginning.

Advanced Corporate Finance

Advanced Corporate Finance
Author: Joseph P. Ogden
Publisher: Pearson
Total Pages: 728
Release: 2003
Genre: Business & Economics
ISBN:

The first book devoted exclusively to modern advanced corporate finance, this volume provides a comprehensive exploration of theoretical and empirical literature on corporate financial policies and strategies--particularly those of U.S. nonfinancial firms--defined in rational, economic terms. Throughout, Cases in Point show theory in relation to financial decisions made by specific firms; and Real-World Focus highlights numerous articles from the financial press, providing insights from practitioners' points of view. Empirical Perspectives On The Financial Characteristics Of Publicly Traded U.S. Nonfinancial Firms. Valuation And Financing Decisions In An Ideal Capital Market. Separation Of Ownership And Control, Principal-Agent Conflicts, And Financial Policies. Information Asymmetry And The Markets For Corporate Securities. The Roles Of Government, Securities Markets, Financial Institutions, Ownership Structure, Board Oversight, And Contract Devices. The Leverage Decision. Analyses Of The Firm And The Valuation Of Equity And Debt. Industry Analysis And Financial Policies And Strategies. The Firm's Environment, Governance, Strategy, Operations, And Financial Structure. Market Efficiency, Event Studies, Cost Of Equity Capital, And Equity Valuation. Corporate Bonds: Terms, Issuance, And Valuation. Private Equity And Venture Capital. Initial Public Offerings Of Stock. Managing Internal Equity And Seasoned Equity Offerings. Dividend Policy And Stock Repurchases. Corporate Liabilities: Strategic Selections Of Lenders And Contract Terms. Mergers, Acquisitions, Takeovers, And Buyouts. Financial Distress And Restructuring. Debt Restructuring, Being Acquired, Bankruptcy, Reorganization, And Liquidation. Organizational Architecture, Risk Management, And Security Design. For CEOs and CFOs of corporations, senior lending officers at commercial banks, and senior officers and analysts at investment banks.