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The Cornell School of Hotel Administration on Hospitality

  • Livre Relié
  • 500 Nombre de pages
Cornell's book contains all of the best practices and hospitality management strategies they teach to their students, so that anyo... Lire la suite
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Cornell's book contains all of the best practices and hospitality management strategies they teach to their students, so that anyone who needs to utilize hospitality skills in their business can succeed. The book will be divided into four sections: 1. Managing Your Career in the Hospitality Industry: Jobs in the Hospitality Industry require certain knowledge, skills, abilities, and personal characteristics and love of the job for potential to move up the organizational ladder. This section of the books shares Cornell's knowledge of the educational and personal development that has worked to create successful careers in the Hospitality Industry. 2. Success at Property Operations: Any successful hospitality operation (hotel or restaurant, chain or independent, low-cost provider or luxury establishment) requires a well-performing individual operation. This section shares the knowledge Cornell's School of Hotel Administration has gained from its studies of all aspects of how an individual business unit can succeed, including aspects of operations, human resources, marketing, and information management. 3. Success at the Corporate Office: The requirements for success when managing a chain of establishments are very different than when managing any single property. At the corporate office, you need to choose the right strategy, manage your brand, coordinate information, control costs, and implement the right systems to achieve success at multiple locations simultaneously. This section highlights some of the major areas that require attention to successfully manage a set of properties, and provides guidance as to what research and experience has shown can enhance your likelihood of operating a successful multi-unit company. 4. Success as a Business Owner: In this industry, owners receive cash flows by owning hotel, restaurant, and other types of hospitality businesses, by owning the real estate underlying these fixed-location businesses, and by owning both. Simply entering this growth industry presents the opportunity for wealth creation; but competitive market conditions require that owners take well-conceived actions to earn excess returns on their investments. This section of the book informs about the actions available to owners for wealth creation; and, because in many important components of the hospitality industry, control of the business operations have become increasingly separated by contract from ownership of the real estate, the chapters in this section emphasize the profitable actions of hospitality real estate owners who hold the rights to the residual cash flows.


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.


Foreword (Michael D. Johnson). Chapter 1 Four Paths to Success in the Hospitality Industry (Jack Corgel, Michael C. Sturman and Rohit Verma). Chapter 2 The Essence of Hospitality and Service (Guiseppe Pezzotti). PART I SUCCESS IN YOUR HOSPITALITY CAREER. Chapter 3 Preparing for a Successful Career in the Hospitality Industry (Kate Walsh, Bill Carroll, and Michael C. Sturman). Chapter 4: The Listening Fast Track (Judi Brownell). Chapter 5 Developing and Managing a Multinational Career (Jan Katz). Chapter 6: Becoming a Leader in the Hospitality Industry (Timothy Hinkin). PART II SUCCESS THROUGH OPERATIONS AND SERVICE EXCELLENCE. Chapter 7 Understanding and Predicting Customer Choices (Rohit Verma). Chapter 8: Guiding the Guest Experience (HaeEun Helen Chun). Chapter 9 Harnessing the Power of your Culture for Outstanding Service (Robert Ford and Michael C. Sturman). Chapter 10 A Scientific Approach to Managing Hospitality Operations (Gary Thompson). Chapter 11 Motivating Your Staff to Provide Outstanding Service (Michael C. Sturman and Robert Ford). Chapter 12 How to Build Service Quality into your Operation (Alex M. Susskind). Chapter 13: Demand Management (Bill Carroll). Chapter 14: Revenue Management for Enhanced Profitability: An Introduction For Hotel Owners And Asset Managers (Chris Anderson and Sheryl Kimes). Chapter 15 Competing Successfully With Other Hotels: The Role of Strategy (Cathy Enz). Chapter 16 Focus on Finance: Aiming for Restaurant Success (Alex M. Susskind and Rupert Spies). PART III SUCCESS AS A REALESTATE AND BUSINESS OWNER. Chapter 17 Hospitality Property Ownership: Where You Fit In (Jack Corgel, Robert Mandalbaum, and R. Mark Woodworth). Chapter 18: Hospitality Properties: How Much to Pay if You're Buying; How Much to Ask if You're Selling (Jack Corgel). Chapter 19 Gaining Maximum Benefit from Franchise Agreements, Management Contracts, and Leases (Jan A. deRoos). Chapter 20 Developing and Renovating Hospitality Properties (Jack Corgel, Jan A. deRoos, and Kevin Fitzpatrick). Chapter 21: Planning and Programming a Hotel (Jan A. deRoos). Chapter 22 Measuring Hotel Risk and Financing (Peter Liu and Daniel Quan). PART IV SUCCESS THROUGH MANAGERIAL EXCELLENCE. Chapter 23 Segmenting and Targeting Your Market: Strategies and Limitations (Michael Lynn). Chapter 24 New Media: Connecting with Guests Throughout the Travel Experience (Lisa Klein Pearo and Bill Carroll). Chapter 25 Building and Managing Your Brand (Robert J. Kwortnik). Chapter 26 Hotel Revenue Management in an Economic Downturn (Sheryl Kimes and Chris Anderson). Chapter 27 Addressing Employee Lawsuits (David Sherwyn and Paul E. Wagner). Chapter 28 Coordinating Information and Controlling Costs (Gordon Potter). Chapter 29: Making the Most of your Human Capital (J. Bruce Tracey and Sean A. Way). Chapter 30 You Can't Move All Your Hotels to Mexico: Unions and the Hospitality Industry (David Sherwyn). Chapter 31 The Integrity Dividend in Hospitality Leadership (Tony Simons). FINAL THOUGHTS. Chapter 32 Afterword: Where Do You Go From Here (Michael C. Sturman, Jack B. Corgel, and Rohit Verma). Index.

Détails sur le produit

Titre: The Cornell School of Hotel Administration on Hospitality
Code EAN: 9780470554999
ISBN: 0470554991
Format: Livre Relié
Genre: Economie d`entreprise
nombre de pages: 500
Poids: 738g
Taille: H237mm x B162mm x T48mm
Parution: 01.05.2011
Année: 2011
Auflage: 1. Auflage