Cases in Hospitality Management: A Critical Incident Approach

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John Wiley & Sons, Nov 4, 2005 - Business & Economics - 157 pages
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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
 

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great topic and question, worth to read

Contents

Part One ETHICS
1
SUNSPOT RESORTS E
5
THE HAWAIIAN VILLAGE I
7
A DOGEATDOG WORLD IE
11
SEASIDE PLANTATIONS IE
13
THE DECISION TO SERVE IE
17
Part Two TRAINING AND DEVELOPMENT
19
THE PROMOTION DECISION I
21
THE REINSTATEMENT I
81
THE JOB OPENING I
85
THE SUARRO INN IE
87
BURRITO SISTERS I
91
THE DEPARTMENT MEETING I
93
Part Seven TECHNOLOGY
97
THE AMATEUR TRAVEL AGENT E
99
THE CONCIERGES COMPUTER I
103

THE SWIMMING POOL IE
25
SPAS INTERNATIONAL I
29
THE APPRENTICE CHEF I
31
BONGOS I
33
Part Three REWARD SYSTEMS
35
THE UNIVERSITY CONFERENCE CENTER I
37
THE NEW SALES MANAGER IE
39
THE INCENTIVE SYSTEM IE
43
THE RIVER WALK CAFE I
45
THE CEDARS IE
49
Part Four COMMUNICATION
51
THE SHARED SUITE E
53
LEAVING FROM ROME E
55
ROOM SERVICE PLEASE IE
57
THE WOUNDED BIRD E
59
THE THREEHOUR BRUNCH E
61
Part Five POLICIES
63
THE SERVICE GUARANTEE E
65
THE PARKING LOT IE
67
THE BANK OF USA E
71
THE MINIBAR CHARGE E
75
ONE HUNDRED PERCENT OCCUPANCY IE
77
Part Six GROUP DYNAMICS
79
DIRECT DEPOSIT I
105
THE WIRELESS INTERNET E
107
CASINO CRM E
109
Part Eight PROCESS ANALYSIS
113
THE BROADBEACH IE
115
THE TARRAGASSETT INN IE
119
THE TOUR VOUCHER IE
121
THE HEADWAITER IE
123
THE MYSTERY SHOPPER I
127
Part Nine SERVICE EXEMPLARS
129
RETURN OF THE CD PLAYER E
131
SPECIAL NEEDS E
133
FIRSTCLASS UPGRADE E
135
THE SPANISH HOMEWORK E
137
THE ANTLER HOTEL E
139
Part Ten SERVICE RECOVERY
141
THE STOLEN SUNGLASSES E
143
THE ICO CONFERENCE E
147
THE AIRLINES RESPONSE E
149
IT STINKS E
153
ROB JONES CORPORATION IE
155
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About the author (2005)

TIMOTHY R. HINKIN is a Professor at the Cornell School of Hotel Administration. He is the author of the first edition of Cases in Hospitality Management as well as numerous articles in the Academy of Management Journal, the Journal of Applied Psychology, the Hospitality Research Journal, and the Cornell Hotel and Restaurant Administration Quarterly. His primary research focuses are supervisor-subordinate relationships, power and influence in organizations, group dynamics, and service quality.

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