![Cover of the book "Managing Hospitality Organizations."](/sites/default/files-d8/styles/large_9_5/public/2021-11/Managing%20Hospitality%20Organizations.jpeg?h=846943b1&itok=26Wh59Jn)
Managing Quality Service In Hospitality: How Organizations Achieve Excellence In The Guest Experience
(Cengage Learning, 2011)
by Robert C. Ford, Michael C. Sturman and Cherrill P. Heaton
The first edition is designed for those wanting a thorough understanding of the principles of managing a hospitality organization. It teaches the concepts and principles of creating a "WOW" experience for customers by treating them as guests. The text uses benchmark organizations to review the best that is known about managing hospitality organizations.