Managing Hospitality Experiences
Managing hospitality experiences is a crucial part of the hospitality business and industry alike. While many textbooks cover the management of hospitality services, this text focuses specifically on experiences, while also providing a full and detailed insight into the ways in which experiences are designed and delivered.
Using examples from the gamut of hospitality, this book explores issues around people, services and spaces. It covers management issues such as marketing, human resources, operations, quality management, facilities management, project management and strategy, while considering hospitality operations within their wider geo-social and geo-environmental settings. This book includes a range of important contemporary topics, such as sustainability, resilience and ethics; supported throughout by learning objectives, case studies, review questions, links to videos and further reading suggestions.
- Emphasizes experiences within hospitality, providing students with a focused and applicable text
- Includes numerous international industry case studies to illustrate how hospitality organizations manage experiences; these real-life scenarios provide key teaching points.
- Provides wider theoretical principles to develop the field of hospitality and place it within an industry context.
PART 1: People
2: Corporate Social Responsibilities, Society and Hospitality Experiences
3: Social Responsibility and Experiential Principles for Behaviour Change in Hospitality
4: Hospitality Businesses and Social Media Marketing
5: Managing Workers in Hospitality Operations
6: Personal Resilience In The Hospitality Experience
PART 2: Service
7: Supply Chains, Logistics and the Service Experience
8: Building Hospitality Brands
9: The Service Delivery Process
PART 3: Places and Spaces
10: Developing Meta-strategies for Hospitality Experiences
11: Hospitality Design and Brand Experience
12: Quality in Hospitality Services