Service Management Principles For Hospitality And Tourism

Guides managers to a new perspective that sees hospitality and tourism as essential service businesses requiring a holistic cross-functional approach to meeting customers’ needs within the context of personal relationships and experience.

Service Management Principles for Hospitality and Tourism gives an introduction to hospitality and tourism and talks about the role of communication in this sector. It brings the focus of the readers to food service management and the aspect of marketing in the hospitality industry. Also discussed in the book is the quality management in the hospitality industry, the role f customer satisfaction in this sector, the management of corporate travel and tourists, the management in technological and networking sense, the challenges that lie in the hospitality and tourism sector and the future that the sector may undergo. The readers are provided with the basic knowledge on all the possible aspects of the management of hospitality and tourism sector.

"This book investigates the underlying principles of service management and examines strategies, systems, processes and design aspects of creating and evaluating service delivery, service excellence and service orientation. This requires adopting a holistic approach that allows companies to integrate and practice these fundamentals across a ranage of management areas, essential to effective leadership including marketing, operations and human resources."--Cover.

It is vital for hospitality management students to understand key management concepts as part of the complex and intimate nature of the services industry. Principles of Management for the Hospitality Industry is designed specifically for hospitality students who need to be able to use management tools and techniques to become successful hospitality managers. By placing you at the heart of an imaginary workplace this book offers the opportunity to work through all of the items of discussion for each topic. The chapter begins with a scenario to prompt an exploration of a given topic, and concludes with the outcome of this scenario to reinforce the lessons learnt throughout the chapter. Highly practical in approach, this is an up-to-date and skilful integration of all core areas of management. It is packed with tools and techniques to aid learning and understanding: improve your professional management vocabulary with definitions in each chapter, and a complete glossary of terms visualize key concepts with over one hundred explanatory diagrams gain confidence by testing your understanding on the accompanying website practical applications of theory are illustrated in international case studies throughout the book discussion questions prompt an exploration of key concepts.

What standards should tourism and hospitality practitioners adhere to? What goes into designing and delivering quality tourism and hospitality services? What management functions are necessary for the maintenance of high service standards? What critical issues confront the tourism industry today? The answers to these questions have been adequately addressed by this book which is indispensable to both students and practitioners of hospitality and tourism. This book provides insights into different segments of the tourism and hospitality industry, management functions, design and delivery of tourism and hospitality services as well as critical issues such as service quality and technological applications.

In the 21st century, firms are increasingly being challenged to get involved in the sustainable development initiatives. This is because the world has woken up to the reality that the survival of the human race depends on our ability to conserve and preserve our environmental resources. The hospitality and tourism sector is both a victim and a perpetrator of the problem. In particular mass tourism and a failure to create appropriate facilities have led to the depletion of resources. The attitudes and behaviors of the stakeholders are also retrogressive in the sustainability course. At the same time, the actions taken by people in other sectors are likely to cause harm to other industries. Therefore amicable solutions must be found. Adoption of environmental management functions such as planning, coordination, control and directing of resources is likely to assist firms, nongovernmental organizations, and consumers in the hospitality and tourism industry to achieve sustainability goals. This cannot be achieved if the environmental issues in the contemporary world are not fully defined. Indeed, it is by comprehending the impact of issues such as climate change that sustainability goals can be developed. This book covers a range of issues that must be addressed to achieve sustainable hospitality and tourism management. It starts by highlighting the current environmental issues and possible solutions. Information on sustainable food systems, green building designs, waste management, certification, eco-labeling, and sustainable travel is then discussed. Finally, strategies for training employees on how to better understand and introduce sustainability are discussed. Case studies are included to demonstrate that sustainable development is achievable. This book demonstrates that everyone must take responsibility for making the necessary changes in dealing with the negative impact of climate change. Accordingly, the detail of the role of the consumer in the tourism sector is included, for instance, opting for green products and services when traveling is one of the recommendations made. The government's position regarding creating a mandate for sustainable tourism including policies and incentives is also addressed. Firms in this sector will also find information on corporate social responsibility measures and initiatives that could transform society. The book further suggests that other then playing individual or specific roles, the element of collaboration and partnerships amongst the governmental agencies, nongovernmental organizations, and consumers in achieving sustainable development is critical. After reading this book, firms and individuals will have been challenged enough to become agents of change in the society. From the students to managers, policymakers, and researchers, this book is relevant. Constructive feedback and criticism are welcome. Book jacket.

Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.