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

Michael C. Sturman, Jack B. Corgel, Rohit Verma

John Wiley & Sons, Mar 31, 2011 - Business & Economics - 512 pages

This cutting edge and comprehensive book with contributions from the star faculty of Cornell University's School of Hotel Administration offers the latest thinking on the best practices and strategies for hospitality management. A must for students and professionals seeking to enter or expand their reach in the hospitality industry, The Cornell School of Hotel Administration on Hospitality delivers the authoritative advice you need to:

• Develop and manage a multinational career and become a leader in the hospitality industry

• Maximize profits from franchise agreements, management contracts, and leases

• Understand and predict customer choices, and motivate your staff to provide outstanding service

• Manage hospitality businesses and the real estate underlying the businesses

• Control costs, coordinate branding strategy, and manage operations across multiple locations

Contents

• Chapter 3: 21
• Chapter 4: 37
• Chapter 5: 52
• Chapter 6: 65
• PART II: 81
• Chapter 15: 83
• Chapter 8: 97
• Harnessing the Power of Your Culture for Outstanding Service: 111
• Chapter 10: 127
• Motivating Your Staff to Provide Outstanding Service: 142
• Chapter 12: 159
• Chapter 13: 174
• Chapter 14: 192
• The Role of Strategy: 207
• Chapter 16: 227
• PART III: 245
• Chapter 18: 270
• Chapter 19: 293
• Developing and Renovating Hospitality Properties: 309
• Chapter 22: 333
• Strategies and Limitations: 353
• Connecting with Guests throughout: 370
• Chapter 25: 388
• Chapter 26: 405
• Chapter 28: 430
• Chapter 29: 444
• The Integrity Dividend in Hospitality Leadership: 469
• Chapter 32: 483

About the author

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.

Bibliographic information

• Title: The Cornell School of Hotel Administration on Hospitality: Cutting Edge Thinking and Practice; BusinessPro collection
• Editors: Michael C. Sturman, Jack B. Corgel, Rohit Verma
• Edition: illustrated
• Publisher: John Wiley & Sons, 2011
• ISBN: 1118016262, 9781118016268
• Length: 512 pages
• Subjects: Business & Economics / Customer Relations; Business & Economics / General