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.
