Cases in Hospitality Management prepares readers to be successful managers by providing an effective connection between hospitality management theory and real-world workplace scenarios.

Features:

• Fifteen all-new cases dealing with a variety of managerial topics including technology, human resource management, customer service, and ethics
• A broad array of real industry cases, including airlines, railroads, private clubs, conference centers, travel agents, auto rental, hotels, and restaurants
• A new Technology section that explores data warehousing, the Internet, and electronic banking
• A new Service Exemplars section that presents incidents involving truly exceptional service in a variety of contexts—from trains to resorts
• A new Service Recovery section presents examples of companies failing to salvage service encounters that have gone awry

Contents

Ethics

• Sunspot Resorts
• The Hawaiian Village
• A Dog-Eat-Dog World
• Seaside Plantations
• The Decision to Serve

Training and Development

• The Promotion Decision
• The Swimming Pool
• Spas International
• The Apprentice Chef
• Bongo's

Reward Systems

• The University Conference Center
• The New Sales Manager
• The Incentive System
• The River Walk Café
• The Cedars

Communication

• The Shared Suite
• Leaving From Rome
• Room Service, Please
• The Wounded Bird
• The Three Hour Brunch

Policies

• The Service Guarantee
• The Parking Lot
• Bank of USA
• The Minibar Charge
• 100% Occupancy

Group Dynamics

• The Reinstatement
• The Job Opening
• The Suarro Inn
• Burrito Sisters
• The Department Meeting

Technology

• The Amateur Travel Agent
• The Concierge's Computer
• Direct Deposit
• The Wireless Internet
• Casino CRM

Process Analysis

• The Broadbeach
• The Tarragassett Inn
• 38. The Tour Voucher
• The Headwaiter
• The Mystery Shopper

Service Exemplers

• The CD Player
• Special Needs
• First Class Upgrade
• The Spanish Homework
• The Antler Hotel

Service Recovery

• The Stolen Sunglasses
• The ICO Conference
• The Airline's Response
• It Stinks
• Rob Jones Corporation

Index

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