This introductory textbook provides a thorough guide to the management of food and beverage outlets, from their day-to-day running through to the wider concerns of the hospitality industry. It explores the broad range of subject areas that encompass the food and beverage market and its main sectors – fast food and casual dining, hotels and quality restaurants and event, industrial and welfare catering. It also looks at some of the important trends affecting the food and beverage industry, covering consumers, the environment and ethical concerns as well as developments in technology.

New to this edition:

• New chapter: Classifying food and drink service operations.
• New international case studies throughout covering the latest industry developments within a wide range of businesses.
• Enhanced coverage of financial aspects, including forecasting and menu pricing with respective examples of costings.
• New coverage of contemporary trends, including events management, use of technology, use of social media in marketing, customer management and environmental concerns, such as sourcing, sustainability and waste management.
• Updated companion website, including new case studies, PowerPoint slides, multiple choice questions, revision notes, true or false questions, short answer questions and new video and web links per chapter.

It is illustrated in full colour and contains in-chapter activities as well as end-of-chapter summaries and revision questions to test the readers' knowledge as they progress. Written by a team of authors with many years of industry practice and teaching experience, this book is the ideal guide to the subject for hospitality students and industry practitioners alike.

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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

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"Filled with treasure and big ideas, this book will help you become exceptional." - SETH GODIN

In a tight market, your most powerful growth engine and your best protection from competitive inroads is this: put every thing you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand. In Exceptional Service, Exceptional Profit insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty. Their anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's entertainment and technology company Oasis, and has since proven itself in countless companies around the globe from luxury giant BVLGARI to value-sensitive auto parts leader Carquest, and everywhere in between. Now, readers can take the techniques that minted money for these brands and apply them directly to their own businesses. As Ken Blanchard writes, "Leonardo and Micah's philosophies, rules, and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization." Filled with detailed, behind-the-scenes examples, the book unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.

"If you want to deliver a superior client experience, then have every employee read this book.  That's what we've done.  This volume is simply that profound, that good." Jim S. Miller, President, Prime Performance

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Bill Marriott, son of J. Williard Marriott who opened a root-beer stand that grew into the Hot Shoppes Restaurant chain and evolved into the Marriott hotel company, grew up in the family business. In his more than fifty years at the company s helm, Bill Marriott was the driving force behind growing Marriott into the world s largest global hotel chain. His vision and leadership expanded the family business to more than 6,500 properties across 127 countries and territories.

Success Is Never Final gives readers an intimate portrait of the life of a billionaire and business titan and shares his definition of success. Bill shares details about his very structured childhood including the private struggles with his domineering father s chronic harsh criticism; his time in the United Sates Navy as an officer aboard the U.S.S. Randolph; how he innovated the hotel industry with resort-like facilities; his dogged courtship with Donna, who would eventually say yes to his marriage proposal over a pay phone; and the boundless passion and energy he demonstrated for his work, family, and faith. Bill also shares spiritual experiences that allowed him to recognize God s guidance in his personal life, helping him bounce back from a life-threatening explosion in a freak boating accident which caused severe burns over his body.

Readers will learn the fascinating details about the successes and failures of Bill s business ventures and relate to his challenges of balancing roles as a CEO, a husband and father, and a man of faith. From his half-billion-dollar venture and bet-the-farm move to build the New York Marriott Marquis hotel, to the heartbreaking loss of an adult son whose body slowly degenerated from Mitochondrial Disease, to the billions of dollars donated to medical research, the biography of Bill Marriott tells the remarkable story of a man who had the vision to create a multi-billion dollar business, who understood the power of giving, and lived the creed that hard work will pay off but success is never final.

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This book presents techniques that reflect the vast and varied experience of the authors. They have produced an array of highly effective guest satisfaction techniques from which even the most veteran hoteliers can learn and benefit. With this practical, easy-to-use book, there is no need to sift through pages of narratives in order to identify actionable tactics and strategies that can be applied at the property-level. The book presents one unique and actionable customer satisfaction technique on each page―a useful feature for busy managers.

Review

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Success in today’s rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. Help has arrived with a compulsively-readable new standard, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon, with a foreword by The Ritz-Carlton Hotel Company’s president and COO Herve Humler.

This up-to-the-minute resource delivers the closely guarded customer experience secrets and on-trend customer service insights of today’s top hoteliers, restaurateurs, and masters of hospitality management including:

Four Seasons Chairman Isadore Sharp: How to build an unsinkable company culture
Union Square Hospitality Group CEO Danny Meyer: His secrets of hiring, onboarding, training, and more
Tom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurant
Virgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approach
Ritz-Carlton President and COO Herve Humler: How to engage today’s new breed of luxury travelers
Double-five-star chef and hotelier Patrick O’Connell (The Inn at Little Washington) shares the secrets of creating hospitality connections
Designer David Rockwell on the secrets of building millennial-friendly restaurants and hotel spaces (W, Nobu, Andaz) that resonate with today’s travelers
Restaurateur Traci Des Jardins on building a “narcissism-free” hospitality culture
Legendary chef Eric Ripert’s principles of creating a great guest experiences, simultaneously within a single dining room.

The Heart of Hospitality is a hospitality management resource like no other, put together by leading customer service expert Micah Solomon. Filled with exclusive, first-hand stories and wisdom from the top professionals in the industry, The Heart of Hospitality is an essential hospitality industry resource.

As Ritz-Carlton President and COO Herve Humler says in his foreword to the book, “If you want to create and sustain a level of service so memorable that it becomes an unbeatable competitive advantage, you’ll find the secrets here.”

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This one-stop guide to opening a restaurant from an accountant-turned-restaurateur shows aspiring proprietors how to succeed in the crucial first year and beyond.

Ninety percent of all restaurants fail, and those that succeed happened upon that mysterious X factor, right? Wrong! A man of many hats—money-guy, restaurant owner, and restaurant consultant—Roger Fields shows how a restaurant can survive its first year and keep diners coming back for years. Featuring real-life start-up stories (including many of the author’s own), this comprehensive how-to walks readers through the logistics of opening a restaurant: concept, location, menu, ambiance, staff, and, most important, profit. Updated to address current trends such as food trucks and to tackle online opportunities (and pitfalls!) including Groupon, Yelp, and Twitter, Restaurant Success by the Numbers remains a critical resource for navigating the food industry. Opening a restaurant isn’t easy, but this realistic dreamer’s guide helps set the table for lasting success.

Review

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Critically-acclaimed as one of the best hotel management books and customer service books by leading hospitality schools and industry executives, A Wealth of Insight profiles more than thirty-five of the world's best luxury hoteliers on exactly what it takes to lead and manage some of the most legendary hotels and resorts. 

A Wealth of Insight has been named required reading for students of hospitality, current and future hotel managers including directors across the leadership team, as well as executives working in high-end customer service industries eager to understand how world-class hospitality teams are built, nurtured and empowered for success.

Each executive profile includes bite-size insights, stunning photography and real-life examples on recruiting, culture, technology, marketing, branding, personalization, authenticity, anticipation, design, partnerships and more. Hoteliers also detail the most significant trends impacting the sector today, and how those trends will shape the future of luxury hospitality. The sheer scale and scope of this effort--to distill industry wisdom across two dozen countries--is unprecedented. 

For aspiring and current general managers of luxury hotels, for hospitality and customer service executives in search of a practical guide on how best to deliver a world-class guest experience, and for the modern luxury traveler eager to go behind the scenes, A Wealth of Insight is the holy grail of five-star leadership and management. 

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Strategic Management in the International Hospitality Industry: content and process, is a vital text for all those studying cutting edge theories and views on strategic management. Unlike others textbooks in this area, it goes further than merely contextualising strategic management for hospitality and tourism, and avoids using a prescriptive, or descriptive approach. It looks instead, at the latest in strategic thinking and theories, and provides critical and analytical discussion as to how and if these models and theories can be applied to the industry, within specific contexts such as culture, profit and non-profit organisations.

Key features :

• Cutting edge approach: applies advance and recent strategic management views into tourism and hospitality field.
• Critical treatment: provides critical discussions about whether and how strategic models/theories can be applied into the hospitality and tourism field.
• Sensitive to specific contexts: As the tourism and hospitality industry has become one of the largest industries worldwide, discusses how strategic management concepts can be applied in different cultures and profit and non-profit tourism organizations.
• With supporting case studies related to the strategy content, context and process, from international industries such as Radisson, McDonalds, Carnival Cruiselines and Disney, this text consist of five main sections: introduction, strategy content, strategy context, strategy process and cases. Each of the chapters within these sections has a thorough pedagogic structure consisting of a bulleted introduction, examples and vignettes, discussions points, exercises, case studies and further reading and web sites.

Strategic Management in the International Hospitality and Tourism Industry: content and process also provides online support material for tutors and students, in the form of guidelines for instructors on how to use the textbook, PowerPoint presentations and case studies plus additional exercises and web links for students.

* Comprehensive coverage of both traditional and contemporary perspectives within strategic management in the applied context of the international hospitality and tourism industry.
* Critical discussions about whether and how strategic models/theories can be applied into the hospitality and tourism field.
* Up-to-date case studies related to the strategy content, context and process from an international overview, including Carnival Cruiselines, Four Seasons Regent Hotels, Disney and McDonalds.
* Web Support for tutors and students providing explanation and guidelines for instructors on how to use the textbook, and case studies with additional exercises and web links for students.

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Emotional intelligence is the capability to recognize, use and manage one's own emotions and those of others. The use of emotional information guides thinking and behaviour, allowing adjustment of emotions to adapt to environments. As tourism and hospitality services are produced and consumed simultaneously, with a high level of contact between employees and customers, the development of emotional intelligence of employees in tourism and hospitality establishments is vital.

This book has a skills-based approach and explains how emotional intelligence can be developed in tourism and hospitality students and employees. Key features:

A foreword by Gill Hasson
The first tourism and hospitality book to describe emotional intelligence
Covers all major literature, concepts, theories and research findings from the perspective of emotional intelligence.
Includes exercises, end of chapter questions, practical examples, student aids and Powerpoint slides for each chapter that can be used in class by academicians and practitioners in their training sessions.

The book is intended for use by tourism and hospitality students, researchers and practitioners.

Table of contents

• Chapter 1: Introduction to Emotional Intelligence in Tourism and Hospitality
• Chapter 2: Emotions and Developing Emotional Intelligence in Tourism and Hospitality Businesses
• Chapter 3: Measuring Emotional Intelligence in Tourism and Hospitality
• Chapter 4: Emotional Intelligence and Service Encounters
• Chapter 5: Development of Personal Expertise in Tourism and Hospitality Professions: Cognitive Knowledge, Personality and Learning Style
• Chapter 6: Emotional Intelligence and its Relationship with Personality, Gender, Age and Culture in Tourism and Hospitality
• Chapter 7: Developing Intercultural Sensitivity as an Emotional Ability
• Chapter 8: Service Quality and Emotional Intelligence
• Chapter 9: Service Failures, Recovery and Emotional Intelligence
• Chapter 10: Mystery of Spiritual Intelligence: Predictions, Prophecies and Possibilities

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