Cases in Hospitality Management: A Critical Incident Approach

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Cases in Hospitality Management: A Critical Incident Approach

Your guide to becoming an effective hospitality manager

The hospitality industry is a "people" business. Whether dealing with guests or customers, managers or coworkers, those who work in this industry interact with other people perhaps more than in any other. And unlike many other industries, graduates entering the hospitality industry will quickly be assuming managerial roles. One of the only casebooks available that focuses specifically on hospitality management, Cases in Hospitality Management prepares readers to be successful managers by providing an effective connection between hospitality management theory and real-world workplace scenarios.

Whether managing a kitchen, dining room, front desk, travel agency, fast-food restaurant, or an entire hotel, employees seek cues and reinforcement from managers to guide their behavior. Cases in Hospitality Management provides readers with the opportunity to apply their knowledge, experience, and management skills, allowing them to think quickly on their feet and react appropriately in a wide variety of settings. By analyzing and understanding the causes and effects of a number of real, critical incidents, readers will be better prepared to effectively deal with similar situations when they face them on the job.

This new, updated Second Edition 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
Country USA
Brand Wiley
Manufacturer Wiley
Binding Paperback
ItemPartNumber YES1567847
Model YES1567847
UnitCount 1
EANs 9780471686934
ReleaseDate 0000-00-00

Country	USA
Brand	Wiley
Manufacturer	Wiley
Binding	Paperback
ItemPartNumber	YES1567847
Model	YES1567847
UnitCount	1
EANs	9780471686934
ReleaseDate	0000-00-00

Cases in Hospitality Management: A Critical Incident Approach

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